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Links > FAQ & Support

 
I bought a Monthly Renewed Premium Subscription on Gravity Gateway but it wasn't activated / renewed.

For any problem related to the Monthly Renewed Premium Service you can purchase on our Gravity Gateway portal please use the portal's support through this link: http://gravity-gateway.com/support_client.html.

I bought a Karats Pack, but I didn't received it.

For any problem you may have with your Karats Pack purchase, please contact us via the button below.

The following details will be needed:

- Kind of Karat Pack
- Payment method
- Date of purchase
- Your account ID

- Allopass Code (if applicable)



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I bought a 5 / 10 / 30 Days Premium Service Plan but it wasn't activated.

If you bought a 5 / 10 / 30 Days Premium Service Plan but it wasn't activated please be kind to communicate us the following details:

 

- Type of purchased plan.

- Date of purchase.

- Concerned account ID.



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I bought an Infinity Subscription but it wasn't activated.

Please know that each Infinity Service purchase must be reviewed by a member of our team, after validation it can take up to 48h for your Infinity Subscription to be activated. Once you Infinity Service is activated you will receive a confirmation mail inviting you to choose your Infinity items.

If past this delay you still didn't received a mail be kind to communicate us the following details:

 

- Date of purchase.

- Concerned account ID.



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I encounter an issue with the in-game iShop.

For any issue related to the in-game iShop, please contact us via the button below.

The following information will be requested:

- your Account ID

- the name of the character you bought the item with
- the item you purchased (if applicable)
- a description of the issue



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My Kafra operation wasn't carried out.

Please know that all the Kafra Operations are performed during our maintenance each Thursday, they are not processed instantly after validation. Also read carefully the requirements of each Kafra Operation to avoid a rejection from our system (character name already taken, no character's slot available for a character transfer, etc...). Finally please note that you should not perform a Guild Leader change on a character that had his name already changed in the past.

 

If you still experience some issue despite these guidelines please be kind to communicate us the following information:


- Concerned account.
- Type of Kafra Operation used.

- Description of the problem encountered.



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I forgot my account login / password.

If you forgot your account login or password, please use the "Forgot login? / Forgot password?" links located in the top left corner of our website in the "Log In" window. If you don't receive a mail containing your account login information you have to update your account email. To do so please check the "I want to modify my account email address" section.

I can't log in the game with the activation data for my account.

Please check that you have not made an error when entering your username and/or password:


- make sure you don't leave a space at the start or end of your username and/or password
- make sure you don't use special characters in your password

- try to change your account password with the "Forgot password?" function of our website.

 

If you still can't log in, please communicate us the concerned account ID.



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I want to modify my account's email address.

If you want to modify the email address of your game account, please send us the following information:


- Account username.

- A new email address that will be linked to the account.

- A scan or a photo of an ID document showing your full name and date of birth (the other information can be covered at your discretion). You will be able to attach your picture in your next answer if you can't host it in a secure place.



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I can't delete a character.

Please check that your email address does not exceed 24 characters otherwise it needs to be changed, to do so please check the "I want to modify my account's email address" section.

I have lost some items.

In order for us to perform a search of your item(s), please provide the following information:

 

- your account username.

- the date of the loss.

- the name of the concerned character(s).

- a list of the lost items.

- circumstances of the loss / quest related to the item.



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I can't log on my character(s).

To fix the problem please be kind to communicate us the name of the concerned character(s) and the nature of the issue that occurs.



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My character's color changed.

Please know that since our last update (13th of December 2012) the two official Korean palettes replaced every other available colors, please check our Forum for more information. If you have changed once your character's color a Clothing Dye Coupon was placed in your Item Distributor.



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I'm experiencing problems on a Quest.

In order for us to investigate your issue, please contact the support team and provide the following information:


- your account username
- the name of the character(s) concerned
- the name of the quest concerned
- the stage at which you are blocked
- the circumstances of the blocking



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I want to advise you of a bug on an item/character/skill/etc....

In order for us to investigate the problem, please contact the support team and provide the following information:


- your account username
- the name of the character(s) concerned
- a description of the problem encountered.



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Our guild wasn't able to collect Treasure Boxes in our castle.

Please know that the fastest way to recover your missing Teasure Boxes is for the Guild Leader to go to a GM Chat Session: http://forum.ragnarokeurope.com/en/index.php?/topic/20124-new-gm-chat-sessions/.

 

If you can't you can take an appointement with a member of our Game Master Team. To do so please provide us the following information:


- the name of the guild.
- the castle held by the guild.
- the date the Treasure Boxes could not be collected.
- the availability of the Guild Leader to collect the Treasure Boxes.



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I want to name a Godly Equip.

Please read this topic of our Forum about the Godly Equip naming campaign and provide us the required information: http://forum.ragnarokeurope.com/en/index.php?/topic/22308-godly-equipment-naming-campaign/.



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I have some latency issues when I play the game.

In order to investigate your issue, please fill out the form and follow the tutorial by clicking here.

I have a question about the game.

For any other questions you might have about Ragnarok Online please contact us.



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I have suffered abusive behaviour from other players.

If you have been a witness or a victim of the following types of abuses: Insult, Kill Steal, Mob-Training, Mobbing, Dead Branch/Bloody Branch Abuse, MVP Support, Map Blocking and Skill Abuse. Please provide us with the following information:

 

- the type of the abuse.

- the name of the concerned character(s).

- a screenshot for an insult, a video for every other type of abuse.

 

Please remember that it's essential that the name of the character(s) involved as well as the abuse must be visible on the screenshot / video sent. You can host your screenshots and videos on external media hosting websites.

 

We do not consider savechat in text format as sufficient proof as these files are too easily modified.



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A player is offering to sell items/services/an account for real money.

Please remember that buying/selling items, services and accounts in exchange of real currency is strictly prohibited and liable to a permanent suspension of the account(s) involved. You can report this kind of behaviour by providing us with the following information:

 

- the name of the concerned character(s).

- a screenshot that shows the offense performed.

 

Please remember that it's essential that the name of the character(s) involved as well as the abuse must be visible on the screenshot / video sent.

 

We are unable to consider Savechat in text format as sufficient proof, as these files are too easy to modify.

Please remember that buying/selling items, services and accounts in exchange of real currency is strictly prohibited and liable to a permanent suspension of the account(s) involved.


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One of my characters has been put in jail and I don't know why.

If one of your characters is in prison, please provide us with the following information:


- account username
- the name of the character
- the date your character was put in prison



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My account / forum account has been suspended and I don't know why.

If your account has been suspended and you have not received an email informing you why, please provide us with the following information:


- account username



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I want to advise you of the suspicious behaviour of a character.

If you noticed a character with a suspicious behaviour, you can send us a report with the following information:

 

- the character(s) name(s).

- the character(s) class(es).

- the map(s) name (/where command).



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I encountered an issue on your website.

If you encountered an issue on our website please contact us providing a description of the problem.



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I want to suggest an event for the community.

Please know that you can be part or suggest your ideas to our Event Guild, you can contact them through our Forum in the Comunity Helpers Center > Event Guild section.

I want to set up a Fan Site.

Please know that we do not support anymore Marketwatch and Castlewatch projects. Regarding other fansite projects you can send us the address of the website along with a short description of it. Your website could be added to our links section and some promotion can be done if your project is accepted.



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I've developed a tool and would like your support.

Please send us your request in a detailed and concise format. It would also be helpful to include a link to the tool.
Gravity Europe reserves the right to accept or refuse your request.



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General questions about the Community and Contests application.

You can use this section if you have a general question about our community. If your applying in a contest please don't forget to provide us the following information:

 

- the contest's name

- any file needed (ex: Fan Art Contest)

- the desired reward(s)

- the concerned account ID/ character's name



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