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! Even
so, please remember that Nexon representatives will never ask you for your pin
and password!
In
this guide, I will address the following:
1.
Submitting a ticket
2.
Viewing a Closed Ticket
Lost/Forgotten Information
3.
Find registered email address
4.
Pin Reset
5.
Find Password
6.
Find ID
7.
Change Password
8.
Change Secret
Question (pertaining
to accounts created before February 24, 2009)
9.
Forgotten Secret
Question
10. Forgotten Name or Birthday
11. Forgotten Email Address
Account Suspension
12. Rank Blocked
13. False Ban
14. Account Suspension
15. 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. Accounts
created before February 24, 2009 must know the answer to their Secret Question.
To verify your account you must provide the following information on your
ticket:
Name
registered on the account:
Birthday:
Secret Question Answer: (pertaining
to accounts created before February 24, 2009)
Forum
ID:
Character
Names:
Registered
Email address:
Please be sure to submit a ticket to the correct section and subsection 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 to assist you any further until
all requested information is provided.
If you do not remember some of your
information, the CS/GM agent may still 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.
2.
Viewing a Closed Ticket
Typically, when a ticket is
closed an email notification is sent to the registered email of the account. To
view a closed ticket, please log into the Customer Support self-service portal.
Click on the View Tickets tab and
there should be a button-- View Closed
Tickets. All of your closed tickets are listed and can be read there. Please remember that we strive to protect
each account and some of the information you provided in your ticket may have
been removed and hidden for security purposes.
Lost/Forgotten Account Information
3. 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.
4. Pin
Reset
Automatic Pin Reset has been implemented.
Players are now able to reset their own pin. To reset your pin, please log into
your MapleStory account on the website - http://maplestory.nexon.net. Proceed
to Info and you will find a button for a pin reset. When you
complete the pin reset, an email will be sent to the registered email on the
account. Please be sure that you remember the email address you registered your
account with. A verification link will be sent to your registered email. By
clicking on the verification link or copying it onto Internet Explorer, your
pin is wiped from your account. When you log onto MapleStory, it will ask you
to select a new pin.
5. 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 with a link to
click to continue the process. 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.
6. Find
ID
If you cannot remember your
ID, use the Find ID 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, your ID will be sent to your registered email address.
7. 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.
8.
Change
Secret Question and Answer
You are no longer able to
change your Secret Question and Answer. As for accounts created before February
24, 2009, you will still need to know the answer to your Secret Question should
you need assistance from Customer Support.
9. Forgotten Secret Question Answer
For accounts created before February 24,
2009, we cannot assist you any further if you cannot recall the answer to your
Secret Question. In order for our Customer Support to help you with your
account, you must know the answer to your Secret Question. This policy
does not change. This is our security measure to protect you and your account.
You have to be able to prove you are the owner. We will never, under any
circumstance give out the answer to your Secret Question.
Please keep in mind that the information you input during account creation is
still and always will be your responsibility to remember.
10. Forgotten Name or Birthday
It is required of you to enter valid
information during registration. If you have entered bogus information or are
not the original creator of the account, we will not be able to assist you. For security reasons, we are unable to
give the name and birthday registered to an account.
11. Forgotten Email Address
Account security is your
responsibility. Keeping track of the email address registered to the
account is part of that
responsibility. 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.
Please
understand that the account verification process is there for your account
protection. Remembering the information you provide during registration is
vital to your continued enjoyment of the game. If you have failed to
remember the information or provided invalid information during registration we
will be unable to assist you.
Account Suspension
12.
Rank Blocked
GM?
Why can’t I see myself on rankings?
First
of all, you must be at least level 10 to appear on the rankings. If you are above this level and do not appear
on the rankings your account is most likely rank blocked. A 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 believe you
were falsely banned, read #13.
13.
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.
14.
Account Suspension
There
are many reasons for account suspension. To find out the reason why your
account was banned, try logging onto MapleStory. Once you have entered you
login and password, you will be prompted with a window containing 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.
Advertising any website is not allowed and
thus your account has been suspended appropriately. This may also include Ad spamming.
- Your account has
been blocked for harassment.
Your account was reported for harassing
other players. Our investigation has concluded this to be true. 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 scams
or other 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,
usually for the protection of the account but this may also mean that the
account is being investigated for various reasons.
- Your account has
been blocked for illegal charging/funding.
This is NX fraud please read #15.
- 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.
15.
NX Fraud
NX
Fraud does not have anything to do with hacking or rank blocking. Being
suspended for NX Fraud is not game specific. 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 this is most often due to a PayPal
transaction and an email is sent to the email address listed on the PayPal
account, not your registered Nexon account email address. The email
should provide reasons why your account was suspended as well as instructions
for clearing up the issue. Unless the
fraud issue is resolved the account will remain permanently banned. 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-
Updated
03.10.2009
Read this
thread would you kindly?
You will be banned and then there would be ham.
Post it. Ban it. Lock it.
