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CS FAQ


Q: How do I make changes to the registration on the account?

A: Anytime you have moved or changed your email address, your account information should be updated. Go to Manage Account and log in using you account name, password and access code. Once logged in you can use the 'Subscriber' button to make changes to the subscriber information or the 'Make Payment' button to alter to the billing information associated with your account. Please make sure to keep these details up to date! Remember, Customer Service can only provide account information to the email address registered to the account.

If the account is a 'Shared' account, or accessible to multiple people, please bear in mind that Customer Service will only be able to release private information to the account subscriber listed in the account information. If you are sharing the account information, you do so at your own risk. Subscribers to accounts are able to nominate a family member/spouse/partner/carer who will be able to deal with account matters through the CS service in circumstances where the original subscriber is not present or able. However this must be arranged in advance with Customer Service.

Q: How do I stop the automatic monthly charges?

A: Charges will stop when you cancel your account's billing. To do this, go to Manage Account and log in using your account name, password and access code. Once logged in you can select the 'Cancel Membership' option to close your account and stop further automatic charges. Note: You will continue to have access to the game until your current paid subscription expires.

Q: Why has my credit card been declined?

A: There are several reasons as to why a credit card could be declined. First, check your account to ensure that you have a valid expiration date. If your expiration date is not current, this will result in a 'declined' comment in your payment history. If your account information is not the same as what is on your credit card statement, this can result in a declined card as well. Lastly, check with your credit card provider to ensure that your account is in good standing.

Q: I have a new credit card, how do I change the credit card details?

OR

How do I change my payment method?


A: To update your credit card information, go to Manage Account and log in using you account name, password and access code. Once logged in you can select the 'Payment Method' button to change your payment method, or the 'Credit Card' button to update information for new credit cards. It is important to enter the address information that shows on your credit card statement. Once you have changed any information, it is vital to select the 'Make Payment' button to finalise the changes, otherwise your account will remain unpaid and inaccessible!

Q: I haven't played for a long time. Are the Characters still on my old account? Can I start paying for that account again?

A: Any accounts closed after January 2004 may still be accessible, and you should follow the advice above to enquire about restoring accounts. If you have recently closed the account, and wish to reopen it, follow the instructions in question 3 above and press the 'Make Payment' button. It may take up to thirty minutes for the account to become accessible.

Q: I closed my account before January 2004, are the Characters still on my old account?

A: It is possible that your account has been purged, however some accounts are still accessible. It is worth following the advice in the 'Restoring Accounts' question below.

Q: I cannot reopen my closed account myself, is it lost forever or can I restore it?

A: As long as the account's disciplinary history is in good standing, it may be possible to conduct a Restoration on the account. Please use the Customer Service web form, or Email CS. You will need to provide as much information from the time the account was closed about your account as possible, including: Subscriber Name, Subscriber Address, Character Names, Account name, Email Address (if not the same as current), and the First and Last four digits of the card number used to pay for the account last.

This information will verify you as the subscriber of the account. Using it, the Customer Service team will be able to check our historic records for any traces of closed accounts that belong to you. If they are able to locate the accounts, they will advise you further, and offer the restoration.

Please note that a Restoration of an account requires a programmer's time, and as such a fee will be required. It is free to enquire about the status of an inaccessible account. Once the process is started, Customer Service will contact you regarding the payment options. We do accept PayPal transactions, but please be aware that there will be a time delay for the transaction to complete before the account is released to you.

If the account is a 'Shared' account, or accessible by several people, only the original subscriber (the person last listed in the account information) has the right to the account. They or a nominated family member/spouse/partner/carer are the only people able to restore accounts. You will not be able to enquire about accounts not matching your own details.

Q: How do I change my account's main login password?

A: To change the password you must log into the game and choose a Character to play. Click on the 'Options' button at the lower right of the screen, and select the 'General' button on the web menu that opens. At the bottom of the pop-up window will be a button allowing you to change the password of the account. You will need to enter the old password, and your desired new password twice, and hit submit. The changes will take place once you log out of the game. This will only change the main password on the account. It does not change the house door or chest passwords. If you wish to change the door and chest password, please see 'How do I change the door or chest password on the house?' Be sure to select a password that is not easily guessed. Using a combination of letters and numbers in the password makes guessing your password more difficult.

NOTE: The main password on the account should never be given to anyone. The subscriber of the account is responsible for the security of his password and for all activity on the account. If the account is disabled or suspended the subscriber of the account is responsible and such action may stand on the account.

Q: I forgot the password on my account, how do I get the password?

A: Go to Manage Account and input your account name in the box provided. Make sure you leave the other boxes blank. Hit the 'Email Now' button at the bottom of the page, and your account information will be sent to the email you provided for the account.

If you are not able to access the email account you provided for your Realm Online account, please email CS. You will be asked to verify your ownership of the account before customer service will provide the information for you. You will need to provide as much information about your account as possible, including: Subscriber Name, Subscriber Address, Character Names, Account name, Email Address (if not the same as current), and the First and Last four digits of the card number used to pay for the account last.

If the account is a 'Shared' account, or accessible by several people, only the original subscriber (the person last listed in the account information) has the right to the account. They or a nominated family member/spouse/partner/carer are the only people able to access information on an account. You will not be able to enquire about accounts not matching your own details.

NOTE: The main password on the account should never be given to anyone. The registered subscriber of the account is responsible for the security of their password and for all activity on the account. If the account is disabled or suspended the subscriber of the account is responsible and such action may stand on the account.

Q: How do I change the password on the bedroom strongbox?

A: This is located in the bedroom of the house. To change your existing password, click on the strongbox and select the 'new password' button. A box will pop up asking you to 'enter your current password'; input the current password for the strongbox. Once this is done a box will pop up asking you to 'enter the new password' input the new password that you wish to use on the strongbox. It will ask you this twice to confirm the new password.

NEW ACCOUNTS: If this is the first time on the account the password will be the same as the main login password on the account.

NOTE: The strongbox passwords are to protect your Character's belongings. Items of any value should not be left on the floor of your house. The only safe place for your items is the password-protected strongbox provided in the bedroom of the house. The strongbox password should never be given to anyone and should be changed regularly. Be sure to select a password that is not easily guessed. Using a combination of letters and numbers in the password makes guessing your password more difficult.

Q: How do I change the password on the door to my house?

A: To change the password on the door to your house you must be using the Character that belongs with that house. This is safety feature in the game to ensure that house passwords are secure. You will need to go outside of the house to change the password to the door from the front yard. Click on the front door and select 'password'. A box will pop up asking you to first enter 'current password' followed by entering the new password twice to confirm it is correct. You may need to close the Realm Online before the changes take effect.

NEW ACCOUNTS: If this is the first time on the account the password will be the same as the main login password on the account.

NOTE: The door passwords are to protect your Character's house and belongings. Items of any value should not be left on the floor of your house. The only safe place for your items is in the password-protected strongbox provided in the bedroom of the house. The house password should never be given to anyone and should be changed regularly. Be sure to select a password that is not easily guessed. Using a combination of letters and numbers in the passwords makes guessing your password more difficult.

Q: I forgot the door and/or strongbox password:

A: First make sure you are logged out of the game entirely. Go to Manage Account and input your account name, password and secret word in the boxes provided. If you have forgotten your secret word, please see the questions above. Once logged into the account management section, you will find a button to 'Reset Passwords' towards the bottom of the page. It may take up to thirty minutes for the passwords to reset. Please be aware that there may be errors with the passwords if you attempt the reset whilst you are logged into the game. Please only reset passwords when the game client is completely shut down.

Q: I contacted the service teams by email two days ago and received no response. Is there a problem?

A: Firstly, please make sure you are emailing from the address associated with the account. If you are not, the email may not be supported. If you cannot access the email address associated with the account, it is best to prove your ownership of the account using the same information as above.

Secondly, if you are using a @yahoo email address, we do get issues with mails bouncing back to us. It does not affect everyone, and not every time, however it only affects @yahoo email addresses. The service teams will try to respond three times consecutively, before stopping and cancelling the email enquiry. If you are not getting responses to your mails, it is up to you to contact the service teams again to provide either a further address, or permission to contact you via Magic Mail or ingame (as a last resort).

Thirdly, please check your spam or junk mail filters, and ensure that emails from @realmserver.com are accepted. Some webmail clients and email services provided direct from your Internet Service Provider (ISP) do block @realmserver.com automatically. It is up to you to unblock this to allow the service team to respond to you.

Also, it is worth trying the web forms, found on the www.realmserver.com homepage under 'Support' when you have logged into the website. These forms go direct to the service team, and by filling in the form fully, you will have provided enough information for them to process your request without further information in most cases.

If you are the subscriber of an account shared by multiple people, please note that the service teams will only deal with the registered subscriber of the account.

If you have falsified or provided blank/false information during the sign-up process, then your emails may not be responded to, as we have no way of confirming who you are. Falsifying information on your account information during sign-up may cost you access to The Realm Online.


If you have waited beyond 48 hours of the working week (not including the time from Friday evening to Monday morning), then please contact sernnon@realmserver.com, and the Community Relations Manager will attempt to clear up any connection problems between yourself and the service teams. Please note that the CRM is not able to assist with problems directly unless instructed to do so by the service teams, but they will attempt to get you back in communication with the service teams.

Q: Why is it taking so long for Customer Service to answer my billing question?

A: As is standard for many MMORPGs currently, all billing is handled by an offsite company, to maintain your privacy, and ensure all billing matters are handled swiftly and without interruption even when other services are down.

Unfortunately this means that all billing and payments queries and problems must be handled by both the Customer Service Manager, and the outside Billing Team. The Customer Service Manager will liaise with the Billing Team for every billing query. Occasionally this will take longer than the 48 hour target response time. It is however unavoidable, as we must ensure that billing queries and payments are handled in the safest possible manner.

Where possible, the Customer Service team will keep you up to date on your billing query if it is taking an unexpected length of time. Otherwise the Customer Service team will only contact you when they have further news, an answer, or a request for more information from you. Please be patient whilst billing matters are handled; we will continue to handled them as quickly as is possible.

Q: How do I change the looks of my Character?

A: Once the Character is created no changes can be made to the Character's physical features. There are hair dyes available that can change a character's hair color, and some items will affect the looks of a character whilst worn.

Q: How do I change the stats on my Character?

A: Characters stats can only be altered through game play. There are magical items available that will improve (or worsen) your stats when worn.

Q: How do I move levels from one Character to another?

A: Characters levels cannot be moved from one Character to another.

Q: I have lost something from my account, how do I get it back?

Deleted Characters: Regardless of if the account holder or an illegal player on the account deletes a Character, it cannot be restored. Once the Character has been deleted it is gone. Before the Character is deleted, you will have three chances to change your mind.

Lost: If the Character is lost due to an error on the behalf of Norseman Games, we will do everything in our power to restore the account to its prior condition. If the losses are widespread on the game server, this may include a rollback to a previous database save to restore all Characters on Realm.

Lost Character under previous management: Characters that were lost during the time of a previous management team cannot be restored. Please see the explanation in the Account Restoration question above.

Levels, Items or Experience lost: Levels, items or experience lost due to game play, bugs, reset or illegal player access on an account cannot be restored to the account. If the fault lies with Norseman Games, please see the 'Lost' comment above.

Shared Accounts: The registered subscriber is responsible for anyone they grant access to their account. This includes anyone granted access by the shared subscriber of the account. Norseman Games does not endorse sharing account memberships; however we acknowledge that there are legitimate reasons for wanting to share an account. In those cases, the registered subscriber or a nominated individual is responsible for the account and all dealings with it.

Q: How do I change the name on my Character?

A: Please see the following link for more information and the forms required to change the name of a character. You may only change names of characters on accounts that you can prove ownership of. Please see above for which details are required to prove ownership.

The forms and directions are found here: Character Rename this service is a fee service and a $15.00 (U.S. dollars) charge is required for changing the name of a character. There is no limit to the number of times a character can be renamed. Currently you may only pay for renames via Check/Money Order, or through PayPal.

Please note that character renames are not instant, and will take 2-4 working days to be processed after payment is received. PayPal payments are faster than mailed payments; however there is still a handover period of a couple of days before processing may begin.

Q: How do I transfer a character to another account?

A: You will need to fill in the forms provided in the link at the end of this answer. You may transfer characters between accounts either belonging to yourself, or an arranged transfer between two different people. Only accounts in good standing with a clean disciplinary history may accept character transfers. There is a $15.00 fee (U.S. dollars) to move one character from one account to another. Both the subscriber to the account where the character currently resides and the subscriber to the account where the character is to be moved to must submit the appropriate paperwork (see below) in order for the transaction to occur. The transfer cannot be completed until both documents and the processing fee have been received.

The subscriber to the account where the character currently resides must submit the 'Character's Current Residence Form' below by postal mail to Norseman Games to release the character for transfer.

The subscriber of the account to where the character is being transferred must submit the 'Character's New Residence Form' below by postal mail to Norseman Games along with the $15.00 processing fee in the form of a check or money order (payable to Norseman Games in U.S. funds). Credit cards cannot be accepted for character transfer requests, however there is the pay by PayPal option.

Please note that character transfers are not instant, and will take 2-4 working days to be processed after payment is received. PayPal payments are faster than mailed payments; however there is still a handover period of a couple of days before processing may begin.

To see more information, and the forms needed to transfer characters, please see:

Character Transfer

Q: My account was disabled under previous management how do I get it back?

A: Accounts that were disabled under Sierra or Codemasters management cannot be restored. The characters and data connected with old Sierra and Codemasters accounts are no longer valid. You can purchase a new account at:

Subscribe

Q: My account has been suspended. Why?

A: Complete the Customer Service form or email cs@realmserver.com. In your contact with the Customer Service Team, please provide information that matches exactly the information we have on file for the registered subscriber or your request will not be supported.

As a courtesy, if you are the registered account subscriber Customer Service will send you an explanation of the offense that warranted the suspension. Please be aware that it is not a requirement in the Terms of Service to receive an explanation, and offensive or harassing behavior in contact with our Customer Service team will not be supported in any way.

If you have not read the Terms of Service, or Customer Code of Conduct, please visit their pages on the homepage's support section. More details on the exact reasons and rules governing suspensions and other disciplinary procedures can be found there.

Terms of Service
Customer Code of Conduct

Thank You,

RyanSA
Customer Service Manager,
The Realm Online

Norseman Games' Corporate Website




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