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Dear Tibia player!
Thank you for contacting the customer support of the massive
multiplayer online role playing game Tibia.
Please read this email carefully if you have a question or a problem
concerning Tibia in any matter.
Among other information, you will find answers to the following most
frequently asked questions (FAQ):
What do I have to do to join Tibia?
Is Tibia free?
What are Premium Accounts and how do I get one?
Someone got access to my account and changed my password ("hacking").
What can I do?
I have forgotten my password and/or account number. What can I do?
How can I get a new recovery key?
Why have I been banished?
I cannot connect to the game servers. What is the problem?
I have already paid but I still have no Premium Account. What is wrong?
I want a refund of my Premium Account. What do I need to do?
How can I rename my character?
My character has been name locked. What does that mean?
How can I complain about other players?
I found an error in the game (bug). Who should I report it to?
I have a great idea for Tibia. Where can I send it to?
If you find your question on this list, please look for the respective
answer at the bottom of this email.
Further FAQ are listed on our website at
http://www.tibia.com/support/?subtopic=faq
Also, the manual contains a detailed description of the game at
http://www.tibia.com/gameguides/?subtopic=manual
Guidelines on online security can be found in our security hints at
http://www.tibia.com/gameguides/?subtopic=security
If you cannot find the answer you are looking for on our website,
you may consider posting your question on one of our support boards at
http://forum.tibia.com/forum/?subtopic=supportboards
It is regularly checked by experienced players who will be glad to
offer help.
Moreover, as Tibia is an online game there is always the option to
enter the game and to directly address other players. Tutors and
experienced players will gladly answer your questions in the help
channel (Ctrl+T). Also, you can ask questions in the game-chat or
simply ask other players for assistance.
A final option is to send an email to our customer support team.
You should make sure that you do not find an answer to your question
in one of the sources mentioned above before writing an email.
Please write your email in English and do not use uncommon
abbreviations. Please understand that we cannot answer emails in any
other language. Try to explain your problem as clearly as possible.
Please mention the name of one of your characters. Remember we do
not need your account number or your password. Also, please note that
we do not open any attachments for security reasons.
Send your email to
[email protected]
and allow some days for the answer.
Please understand that we cannot answer every single email. We reserve
the right not to answer requests which we deem of little importance.
Kind regards,
Tibia Customer
Support
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You have received this email because you have contacted
Tibia customer support at
[email protected].
TibiaŽ - a massive multiplayer online role playing game
Copyright Š 1996-2008 CipSoft GmbH. All rights
reserved.
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Q: What do I have to do to join Tibia?
A: Joining Tibia is easy. Please follow these instructions:
1. Create an account at
https://secure.tibia.com/account/?su...=createaccount
Your account number will be shown on the website. Please memorise it
carefully. Also, the account password will be sent to you by email.
2. Download the client program at
https://secure.tibia.com/account/?su...downloadclient
and install it to your computer.
3. Log into your account at
https://secure.tibia.com/account/?su...ountmanagement
and create a character by clicking on the appropriate button.
Now you can join the game. To do so start the client program and
select "Enter Game".
Q: Is Tibia free?
A: Yes! You can play free of charge for as long as you want and enjoy
most of the features Tibia offers!
However, if you like the game, you may consider upgrading your
free account to a Premium Account. This will give you additional
benefits and allow you to enjoy the full Tibia experience!
Q: What are Premium Accounts and how do I get one?
A: A Premium Account gives you additional abilities and advantages
inside and outside the game. To learn more about the benefits take
a look at the premium features at
http://www.tibia.com/abouttibia/?sub...remiumfeatures
Upgrading your free account to a Premium Account is easy! Simply
log into your account at
https://secure.tibia.com/account/?su...ountmanagement
and click on "Get Premium Account" to start the ordering process.
For a detailed description of the ordering process please see the
manual section on payments
http://www.tibia.com/gameguides/?sub...entinformation
Q: Someone got access to my account and changed my password ("hacking").
What can I do?
A: First you should find out how some other person could get your
account data to make sure it cannot happen again! Please see our
security hints at
http://www.tibia.com/gameguides/?subtopic=securityhints
for valuable tips on how to identify and to remove the problem.
Remember that if you try to get your account back before the
security problem has been removed, it is quite possible that the
hacker will get access to your account again. Once you have
removed the security problem you can get back access to your
account by using the Lost Account Interface at
https://secure.tibia.com/account/?subtopic=lostaccount
Q: I have forgotten my password and/or account number. What can I do?
A: If you have forgotten your password and/or account number, you
should use the Lost Account Interface at
https://secure.tibia.com/account/?subtopic=lostaccount
Specify your problem there and follow the instructions. Please
note that a new password and/or the account number will only be
sent to the email address to which the account is assigned.
If you have lost access to this email address, try to get it back.
If your account is registered, you can easily reassign it to the
email address of your choice by using your recovery key. If you have
not registered your account, try contacting your email provider and
ask for help. If you have registered your account and you have lost
your recovery key, you can request a new recovery key via the Lost
Account Interface. Note, however, that a fee of 5 EUR will be
charged if a new recovery key is requested.
Once you have access to the assigned email address please use the
Lost Account Interface to request a new password and/or your account
number. We regret to say that if you cannot get your account back
via the Lost Account Interface, our email support will also be unable
to help you.
Q: How can I get a new recovery key?
A: New recovery keys can be requested in case of loss. However, please
note that a fee of 5 EUR will be charged for this service.
To request a new recovery key please use the
Lost Account Interface at
https://secure.tibia.com/account/?subtopic=lostaccount
Specify your problem there and follow the instructions. You will be
led on to a payment form where you must enter your payment details.
Once your payment has been confirmed a postal letter will be sent to
the address that is given in the account registration. This letter
contains a confirmation key. Use the Lost Account Interface again,
selecting "I need a new recovery key", then "I have already received
the letter with the confirmation key for a new recovery key", and
enter the confirmation key. Your new recovery key will now be
displayed. The key will only be shown once and you will not receive
an email containing the new recovery key, so make sure to write it
down carefully and store it in a safe place.
Q: Why have I been banished?
A: If you have been banished, you have violated one or more of the
Tibia Rules
http://www.tibia.com/support/?subtopic=tibiarules
For this reason you have been temporarily excluded both from the
game and the forum by a gamemaster. Please log into your account at
https://secure.tibia.com/account/?su...ountmanagement
and look at your criminal record to see the reason for the
banishment. If you do not understand the reason, or if you would
like to protest against the banishment, you can complain about it.
To do so please view the corresponding entry in your criminal record
and click on "Complain". Once you have submitted your complaint
the gamemaster who has banished you will answer and explain the
banishment to you. If you are not satisfied with the answer given
by the gamemaster, you can appeal your case to the head gamemaster
by checking the corresponding box in the complaint function.
Please note that it is not possible to complain about a banishment
imposed by a member of the CipSoft Team.
Q: I cannot connect to the game servers. What is the problem?
A: To play Tibia you need a fully functional direct TCP/IP-connection
to the game servers. If you encounter problems while connecting to
the game servers, please check your network preferences or ask
your system administrator for advice. Please note that some
internet providers restrict the functionality of internet accesses,
i.e., they allow only certain programs (usually browsers) to pass
through, while others such as the client are denied access to the
internet. It is also possible that a connection to the game servers
is prevented by a proxy or by a firewall that protects your
computer. Please make sure that connections to port 7171 of the
game servers are allowed. Also, if you have recently logged into
the test server, it is possible that the "Test Server Login" is
still enabled in your client's network options. Remove the tick
at the corresponding option in order to allow access to the regular
game servers.
If you receive the error message "Server is not online", the game
server is offline due to maintenance or a technical problem.
Please wait until the game server is restarted.
Q: I have already paid but I still have no Premium Account. What is wrong?
A: Your Premium Account will not be assigned to your account until
our payment service provider element 5 has confirmed your payment.
Please allow some time for this to happen. Depending on the chosen
payment method as well as your location it can take up to three
weeks until your payment has arrived, especially if you have paid
by using cheque, bank transfer, or by sending cash. Payments made
by credit card are normally processed within 24 hours.
To check the current status of your payment please contact element 5
via their webpage interface at
http://shop.element5.com/ccc/ or at
their hotline:
USA: +1 (952) 646 5022
Germany: +49 (0) 221 31088 30
Please remember to always state your order reference number when
dealing with element 5.
Q: I want a refund of my Premium Account. What do I need to do?
A: A refund for a Tibia Premium Account can only be claimed within
the first 14 days after the payment has arrived. Also, the Premium
Account must not have been used yet. Please send an email to
[email protected] and tell us the name of your character and the
order reference number to verify the payment. But note that we
will not give you a refund if you have already played with the
Premium Account.
Q: How can I rename my character?
A: Names can only be changed if they violate the Tibia Rules
http://www.tibia.com/support/?subtopic=tibiarules
If you have a character with an illegal name, or if you notice
one, you can report it to the tutors. Tutors report illegal names
to the customer support who has the final say on which names are
blocked. If one of your characters has been blocked because of the
name, you can rename the character when you log into your account at
https://secure.tibia.com/account/?su...ountmanagement
"View" the corresponding entry in your criminal record and click
on "Rename" to choose a new name for your character. If your new
name is valid, the customer support will approve it. If an invalid
name is proposed, it will be rejected and you will be asked to
think of another name that is legal under the Tibia Rules.
Q: My character has been name locked. What does that mean?
A: Your character has been blocked from logging to the game because
the name of your character violates the Tibia Rules
http://www.tibia.com/support/?subtopic=tibiarules
In order to continue playing with your character you have to
choose a new valid name. To do so log into your account at
https://secure.tibia.com/account/?su...ountmanagement
click on the corresponding entry in your criminal record and then
on the button "Rename". Once you have chosen a new valid name the
customer support will review the proposed name and unlock your
character.
Q: How can I complain about other players?
A: In Tibia there are gamemasters who take care of the player
community and enforce the Tibia Rules
http://www.tibia.com/support/?subtopic=tibiarules
They have the right to punish players who violate the rules. You
can report other players to all gamemasters that are currently
online in the game by using the rule violation report (Ctrl+R).
Also, you may consider posting your complaint on the gamemaster board.
In due course of time a gamemaster will read it and post a reply.
Please note that gamemasters cannot interfere if no Tibia Rule is
violated.
Q: I found an error in the game (bug). Who should I report it to?
A: Please report bugs to the tutors in the help channel (Ctrl+T).
They can make a bug report which will be directly sent to CipSoft.
Q: I have a great idea for Tibia. Where can I send it to?
A: We invite you to discuss your idea with other players on the
proposals board at
http://forum.tibia.com/forum/?subtop...rds&boardid=10
The CipSoft Team checks this board regularly, even though they do
not join any discussions there. If the idea fits nicely into the
context of Tibia, there is a good chance that it will be
implemented into the game.
