All account details required for a log in, namely the account name, the name of a character located on the account as well as the password can be regained through the account recovery process, which can be started by clicking on the “Forgot Password?” link on account management login page, or by opening the account recovery page directly. There you can enter the name of the account (if known) or an email address to start the account recovery process.
Entering an account name will start the recovery process for that account and send further instructions to the e-mail address registered on the account. Entering an e-mail address will start the account recovery for all accounts registered to the entered e-mail, with further instructions sent to that address.
Account name unknown or no access to registered e-mail
If the account name is unknown, no account is registered to a given e-mail or accessing the registered e-mail is no longer possible for any reason, the automated account recovery cannot be used to recover the account details.
In such cases, please contact Customer Support with as much information about the account as possible. Most commonly, an account can be located using:
- The registered E-Mail address to the account, or parts of it
- The real name given registered to the account, including the date of birth set during account creation
- Payment method used if the account has received any payments