Recovery Policy

This recovery policy is subject to change at our discretion. We reserve the right to make exceptions or modifications to this policy on a case-by-case basis.

• If account or character game progress is lost or changed due to reasons attributable to the company or technical errors in the game services, we will attempt to restore it, provided that the restoration does not disrupt the game's balance and the loss or change is verifiable through in-game records.
• If you are unable to proceed with a quest due to a technical error in the game services, we will try to help you continue the quest to the extent possible based on the available in-game records and current information. If necessary, we may recover your quest items or modify your character information.
• Players wishing to recover their account/character game progress or items must submit a recovery request through this support site within 7 days from the date of the loss or change. Recovery requests may be subject to processing times that vary based on the complexity of the issue and current support volume. We do not guarantee immediate resolution of recovery requests.
• Recovery requests of this Recovery Policy must be submitted directly by the account holder whose information was lost or changed. Third-party proxy applications are not permitted.
• Loss or change of account/character game progress, items, etc., in the following cases is not subject to recovery or compensation:
  • Loss caused by the player's own negligence or failure to familiarize themselves with the game system, notices, terms, conditions, and operating policies, etc.
  • Any loss caused by using game services in a manner not authorized by Amazon Games, such as item transactions, account transactions, and sharing.
  • Loss caused by device changes or device resets.
  • Loss caused by the player's failure to confirm the correct information, such as item name, price, class eligibility, level, etc., when registering/selling/purchasing items at the Auction House.
  • Loss caused by problems between players without the involvement of Amazon Games, such as in-game fraud or account sharing.
  • Loss in cases where account theft occurs.
• Players are responsible for the security of their accounts and can demonstrate proactive account security by setting up multi-factor authentication on Steam, PlayStation, and Xbox.
  • Please see our Account Security Best Practices 

Recovery Guidelines

• Recovery of losses caused by player negligence or system errors during the game will be governed by the following recovery eligibility guidelines. For any matter not listed in the eligibility guidelines, general principles of recovery will be used to determine whether, and to what extent, they are recoverable. Recovery eligibility and outcome is determined by the nature of the issue and if it can be resolved with, and/or by, continued gameplay.
• Players are allowed 1 character restore per server, over the lifetime of the account. Players will get three allotments for recoveries, for the year.
• We may, at our sole discretion, limit the frequency, quantity, or type of items eligible for recovery for any individual account or across our entire user base.

Eligible Recovery Requests

• Accidentally deleted character.
  • Recover deleted characters of level 11 or higher (1 time per server).
• Requesting a deletion of items you can't destroy yourself.
  • Items you agreed to delete cannot be recovered.
• Accidentally crafting an unwanted item.
  • Only items with a 100% chance of being crafted can be recovered.
  • Must return all the items that were obtained through crafting before you can recover the material items that were used for the crafting.
• Accidental dismantle or destroy of the wrong item.
  • Only if the products received from dismantle or destroy have not been consumed.
• When an item is sold to an NPC shop.
  • Proceeds from the sales are forfeited.
• When purchased a wrong item from an NPC shop.
  • Items acquired through purchases are forfeited before recovery.
• Missing Items
  • Please check storages (universal, pet, roster, etc.) before reaching out. This includes other characters.
  • Missing items will be considered but must be character eligible (quest, level, or gear score), proper expiration, applicable make-good, etc.

Ineligible Recovery Requests

• Accidental purchases, or crafting, involving RNG elements (i.e., items with randomized stats).
• Recovering deleted mail beyond 7 days.
• Certain consumables
  • This includes cards added to the catalogue, and time-based consumables like feasts
• Gold deposits from cancelled auction house listings outside the eligible timeframe.
• Tickets and progress lost from raid disconnections.
  • Exceptions will be made for server-side issues. In those cases mass ticket regrants will be made to affected players (as determined by internal tracking).
• Yoz's Jar: Once a skin has been rolled via Yoz's Jar, all crafting is final.
• Mistakenly traded an item while using the Auction House (Buy/Sell.)
• Restoring a disbanded guild.
• Issues relating to compromised accounts.
• Items with an expiry, outside the expire date.
  • This includes event items, make-goods, and items expired after they were claimed.
• Any situation not explicitly listed in the 'Eligible Recovery Requests' section may be considered ineligible for recovery.

Repeated or systematic abuse of the recovery system may result in the suspension of recovery privileges or other account actions.

Disclaimer

• Recovery may be limited for losses incurred by the intentional acts of the player, for items that violate system settings, or for items that may be exploited in the game.
• Recovery per item is processed based on archived data. Losses for which no record exists cannot be recovered.
• Recovery is generally possible if less than 15 days have passed since the loss occurred (including the day of the incident). If more than 15 days have passed, recovery may not be possible because verifying the data may be too difficult, or lost.
• All recovery decisions made by our team are final. We may choose not to provide detailed explanations for our decisions in order to protect the integrity of our systems and processes.

If after reviewing this policy you believe you have an eligible recovery request, please contact customer support and provide details surrounding your situation.