First, I would like to state that the forums are not the customer support center. If you have any account issues, please read through this guide for tips in resolving or addressing your issue. In addition, to ensure account security, do not ever share your account and/or account information with anybody! This includes friends and family members. Refrain from posting any sort of personal and account information on the forums (i.e. e-mail address, birthdays etc.), as malicious forum users may use this information in unpleasant ways. All official emails from Nexon are from the *@nexon.net address. Do not be fooled by emails asking for your account information that do not come from the official email address! Please remember Nexon representatives will never ask you for your pin and password!
In this guide, I will address the following:
- Submitting a ticket
Lost/Forgotten Information
- Find registered email address
- Pin Retrieval
- Find password
- Change Password
Account Suspension
- Rank Blocked
- False Ban
- Account Suspension
- NX Fraud
1. Submitting a ticket
To get in contact with Nexon America Inc. customer support, you will need to log on to your account on http://www.nexon.net. After logging on, click the Support link located on the top right of the website. On the left will be a small menu, and from there click on Customer Support. Clicking on it will launch our ticketing system, then select the Log a Ticket tab.
When you submit a ticket requesting account information changes, you need to verify your account with the GM/CS agent. This verification is for security reasons to protect you and your account. To verify your account you must provide the following information on your ticket:
Name registered on the account:
Birthday:
Secret Question 1 – Who is your best friend? Answer:
Secret Question 2 and Answer:
Forum ID:
Character Names:
Registered Email address:
Please be sure to submit a ticket from the account you are having issues with. Please submit only one ticket. Submitting multiple tickets and/or abusing the ticketing system will only result in delaying a response to your issue. Also, please provide all the correct information or the CS/GM agents will not be able assist you any further till all requested information is presented.
If you do not remember some of your information, the CS/GM agent may be able to assist you. However, CS/GM agents will not simply give out account information due to account security. If you entered incorrect information at the time of registration, CS/GM agents will be unable to help you. You were required to use correct information when registering.
Lost/Forgotten Account Information
2. Find registered email address
Before you change your password, please make sure you know your registered email. To find your registered email, log on to your account on http://www.nexon.net. To the left of the website, click on the link to Account Info. After clicking on the link, it will ask you to verify your information. (In order to change your password you need to verify your information also.) Once you verify your information, Your Account Info page will be displayed. Current E-mail is your registered email address.
3. Pin Retrieval
If you have forgotten your pin and/or it was changed, you need to submit a ticket in request for a pin reset. Be sure to include the account verification information (see #2) on your ticket or the GM/CS Agent will direct you to do so anyways before assisting you further.
All account information must be correct to verify your account, omitted or incorrect information will only delay your request. Once your account is verified by a CS/GM agent, your new pin will be sent to your registered email address.
4. Find Password
If you cannot remember your password, use the Find P/W located on our website (http://www.nexon.net). When you click on the link, you need to verify your account. Once you have verified your account, a temporary password will be sent to your registered email address. Temporary passwords cannot be used to log into game so once you receive the temporary password, change it immediately on the website to a password you can remember. Upon changing the password, it will ask you for the old password (which is currently your temporary password). On entering the old password, do not use Ctrl-V or right-click paste. It will only give you an error. Fill in the password by hand.
5. Change Password
To change passwords you need to log onto our website (http://www.nexon.net) and click Account Info. on the left hand side of the page. You need to verify your account on the website before you will be prompted the change password section. Be sure you know and have access to your registered email address on the account. Forgetting or not having access to your registered email address before changing passwords can cause major inconveniences and delay your time to play MapleStory. If you no longer have access to the registered email address due to a lost or forgotten password or closed email due to inactivity, it is your responsibility to contact the email provider to regain access to the account. If you no longer have access to the registered email address because you have changed email providers, you will need to submit a new ticket requesting an email change for this reason. Email changes are not usually allowed and will definitely not be considered for accounts who have simply forgotten the email they registered with.
Account Suspension
6. Rank Blocked
GM? Why can’t I see myself on rankings?
Rank blocks occur when accounts/characters were suspended for the use of third-party programs also known as “hacking”. Your account is your responsibility even though it may not have been you at the time of the incident. We do not allow account sharing as it may lead to situations like this. There is no way for you to receive your rankings again unless you were really falsely banned. If you were falsely banned, read #7.
7. False Ban
This does not happen often but when it does, submit a ticket through our website (read #1) in regards to your issue. Once your ticket is reviewed, your issue will be investigated once and only once. During the time of the investigation, your account will remain suspended. Depending on the results, you will receive the appropriate answer and action by a CS/GM agent.
8. Account Suspension
There are many reasons for account suspension. To find out the reason why your account was banned, try logging onto the MapleStory. Once you have entered you login and password, you would be prompted a window with a short description. I will explain the descriptions.
- Your account has been blocked for hacking or illegal use of third-party programs.
This means your account has been caught cheating while playing our game.
- Your account has been blocked for illicit promotion and advertising.
Ad spamming is not allowed and thus your account has been suspended appropriately.
- Your account has been blocked for harassment
Your account was reported for harassing other players. Harassment is a violation of our rules and will not be tolerated.
- Your account has been blocked for using profane language.
This is a result from bypassing the curse filter and/or not adhering to GMs warnings on cursing.
- Your account has been blocked for misconduct.
Misconduct can included a lot of reasons for account suspension -inappropriate name, racism, harassment, spamming, selling/trading accounts, selling/trading NX cash etc.
- Your account has been blocked for scamming.
You have been caught trying to promote scam games, which include drop games and “item duplicating”.
- Your account has been blocked for temporary request.
Your account has been suspended by a GM for your protection or by your request.
- Your account has been blocked for illegal charging/funding.
This is NX fraud please read #9.
- Your account has been blocked for one of cursing, scamming, or illegal trading via Megaphones.
Due to megaphone abuse for the reasons listed above, your account was suspended. This also includes publicly displaying another player’s personal information.
9. NX Fraud
NX Fraud does not have anything to do with hacking or rank blocking. There is nothing illegitimate about being suspended for NX Fraud. NX Fraud can occur from buying NX from other players, thus, we do not allow the buying and selling of NX Cash except from our official website or Nexon NX Cash card retailers.
When your account has been blocked for NX Fraud, an email is sent to the email address listed on the PayPal account, not your registered account email address. The email should provide reasons why your account was suspended and methods in getting your account back. If you have further inquiries, please submit a ticket (read #1) from our website.
I hope this guide has answered all of your questions. When submitting a ticket, please be patient with our CS/GM agents. They are doing their best to assist everybody.
-Hime-
Read this
thread would you kindly?
You will be banned and then there would be ham.
Post it. Ban it. Lock it.
