Customer Support

CONNECTION PROBLEMS

This means that something is blocking your ability to communicate with the game's servers. This can be caused by a number of things.

Here is what you should try:

1. Make sure you have the latest version of Flash installed by going here.
2. Make sure your computer clock's date/year is correct.
3. Try using a different web browser. If you are not using it, we recommend Google Chrome.
4. You should also try using a different server. On the game's title screen you can select your server using the 'servers' button.
5. Firewall software or a router may be blocking the game from the necessary communication. Check your settings and make sure the game is allowed to use the network.
6. This could be caused by your service provider blocking the game. School networks often block games for example. Checking with your Internet Service Provider or administrator to see if they are blocking access to certain web sites or content.
7. If possible, try a different computer that uses the same internet connection or the same computer on a different internet connection. This can help narrow down the issue.

ERROR #2048

Error #2048 is caused by your router or service provider blocking the game. School networks often block flash games for example. I would recommend checking with your internet provider, or administrator to see if they are blocking certain kinds of web content.

For additional connection help look here: general connection help

EMAIL NOT RECOGNIZED

Please fill out the forms below, and click the send button. We will look into what is causing the problem.

In-game character name:

Your account email:

I DON'T HAVE ACCESS TO EMAIL

Our accounts are permanently tied to an email address. We do this for account security. If you have somehow lost access to your email, you should contact that email provider about regaining access to your account.

If the email you signed up with does not belong to you, your only option is to contact it's owner and ask them to write to us on your behalf.

USE YOUR REALM ACCOUNT ON STEAM

WARNING: If you do this, you will LOSE ALL PROGRESS, GOLD, ETC. in your current Steam account. This process CAN NOT BE REVERSED. Think carefully before doing this.

Here are the steps:

1. Log into Steam.
2. Open Realm of the Mad God (in Steam).
3. Click on the 'account' link on our title screen.
4. Click "Replace this account with an existing web account"
5. Sign in with your original Realm of the Mad God login info.
6. NOTE: Make sure you use the correct account. Again, this can not be reversed.
7. Now your Steam account and your original realmofthemadgod.com account should be the same.

USE YOUR REALM ACCOUNT ON KONGREGATE

WARNING: If you do this, you will LOSE ALL PROGRESS, GOLD, ETC. in your current Kongregate account. This process CAN NOT BE REVERSED. Think carefully before doing this.

Here are the steps:

1. Log into Kongregate.
2. Open Realm of the Mad God on Kongregate.
3. Click on the 'account' link on our title screen.
4. Click "Replace this account with an existing web account"
5. Sign in with your original Realm of the Mad God login info.
6. NOTE: Make sure you use the correct account. Again, this can not be reversed.
7. Now your Kongregate account and your original realmofthemadgod.com account should be the same.

USE YOUR STEAM ACCOUNT ON THE WEB

Below are the steps to register your Steam account to play in a web browser.

Here are the steps:

1. Log into Steam.
2. Open Realm of the mad god (in Steam).
3. Click on the 'account' link on our title screen.
4. Click 'Register this account to play in a web browser'
5. Register
6. Now you can log on to the same account on www.realmofthemadgod.com

USE YOUR KONGREGATE ACCOUNT ELSEWHERE

Sorry, this is not allowed.

LOST CHARACTER'S NAME AFTER REPLACING

Please fill out the forms below, and click the send button. We will look into fixing this.

Original name (that was lost):

Current name (replace this with my original name):

FREE UP MY EMAIL

If you are trying to register an account to use in a web browser and your email is already in use from a previous account: you can contact us to have that address removed. Send us an message from the email that you would like to be removed from our servers. We will only respond/remove it if you the message is sent from the address in question.

[[click here to email:support@wildshadow.com]]

UNDO ACCOUNT REPLACEMENT

When you replace an account, it is permanent and can not be undone.

CHARACTER DIED FROM LAG / UNFAIR SITUATION

Unfortunately, we can't resurrect characters or give items back under any circumstances. Once they are gone, they are gone for good.

We do everything we can, and are constantly working on getting our game as lag-free and stable as possible. Here are a few things you can try on your end to help keep lag away:

1. Make sure you have the latest version of flash installed here.
2. If you are playing on a crowded server, you could try logging in on a different one. On our title screen click the 'servers' button and select one from the list to use.
3. Try using a different web browser. If you are not using it, we recommend Google Chrome.
4. Reduce the number of other programs running at the same time as Realm of the Mad God.
5. If you are playing on the web, try playing the game using Steam's client.
6. If you are playing on Steam, you can try registering as a web account, and playing on our website (some users report that this is faster.) Click here for instructions on how to do this.

NEXUS DIDN'T WARP ME FAST ENOUGH

The nexus button is not instantaneous. Depending on your latency to the server it can take a little bit for it to take effect. If you die before it does, you are dead.

Unfortunately, we can't resurrect characters or give items back under any circumstances. Once they are gone, they are gone for good.

Our advice in this situation: don't rely on the Nexus button to save your life. Use it but keep your character safe until it takes effect.

WHERE DID MY VAULT CHEST GO?

The chests in the vault rearrange themselves when you enter/leave. When you enter your Vault, the chests you have purchased move themselves to all be as close as possible to the front of the room.

Look around: your chest is still there, it has just moved to a new position.

WHERE DID MY VAULT ITEMS GO?

The chests in the vault rearrange themselves when you enter/leave. When you enter your Vault, the chests you have purchased move themselves to all be as close as possible to the front of the room.

Look around: your things are still there, just in a different chest / different location.

SCAMMER TOOK MY ITEMS

We are really sorry, but we can't bring back lost items.

We are constantly working to make Realm of the Mad God a better place for its players. Making trading safer, fighting scammers, fraudulent behavior and improving account security and is always at the top of our list.

Here are a few things you can do to help protect yourself:

1. Double check your trade before confirming. The most common trick scammers use is misdirection. They will ask you to change your trade order before going though, and deselect all of their items while you do this. In the hurry to accept the trade, many people don't double check that the items on the other side are still selected. Take your time when trading. Look over the items before committing. If both sides want to trade, they won't back out, so there is no rush.
2. Don't make trades that involve more than 8 items. Currently our trading system can only safely handle trades using up to 8 items person (a full inventory). If you engage in a trade where you give someone more than 8 items, there is no way for us or you to stop them running off with the first half of your trade.
3. Only use our game's built in trading system. Paying for items through services like PayPal is NOT a supported system on Realm of the Mad God. We have no control over it, and have no way to make sure that you safely receive your items.

ACCOUNT GOT HACKED

We are really sorry, but we can't bring back lost items or characters.

The only way this could have happened is by someone getting a hold of your email and password. To keep your account secure, I would recommend you re-set your password, and change it to something safer: include at least one upper-case letter, one lower-case letter, and one number.

To do this: (Web)

1. Open Realm of the Mad God to the title screen. If you are signed into the game: log out
2. Click the 'log in' link to open the log-in screen
3. Click the 'forgot your password' link
4. Enter your account email and hit 'submit'
5. This will send you a new password to your registered email address
6. Once you log-in with that new password, you can change it under the 'accounts' tab on our main menu

To do this: (Steam)

1. Open Steam
2. From the menu go to 'settings' (or 'preferences' on a Mac)
3. Click on the 'account' tab
4. Click the button 'change password or secret question'

GAME FREEZES WHEN I TRY TO PURCHASE GOLD

This is a bug that some Steam users are experiencing.

Here are two things to try:

1.Trouble-shoot / contact Steam for customer support

• There are a few things you can try listed here: Steam Community Overlay does not Activate If none of those fixes work for you, you should contact steam support directly. (Their contact can be found on that same link.)

2.Register your account for the web and buy gold through us directly

1. Log on on steam
2. Open Realm of the mad god (in Steam).
3. Click on the 'account' link on our title screen.
4. Click 'Register this account to play in a web browser'
5. Register
6. Now you can log on to your steam account from www.realmofthemadgod.com and purchase gold there.

WHERE IS MY GOLD?

Gold purchases are usually instantaneous. Occasionally the payment processing can take some time. Usually this is 1-5 minutes, but in rare cases it can take longer. If you haven't received your gold within an hour or two of your order, use the form below to send us a message about it and we will look into it.

How long ago did you place your order:

In-game Character name:

Your account email:

Purchase amount:

Additional comments or info:

GUILD HALL HASN'T UPGRADED YET

The change isn't instantaneous. Our severs need a minute or two with nobody in the Guild Hall to make the switch. Just step out, and step back in a minute or two later.

CAN'T BUY GOLD THROUGH KONGREGATE

Here are a few things you can try to get this working:

1. If you are using Internet Explorer, use a different web browser. IE has trouble with tons of things including purchases. Try Google Chrome or Firefox.
2. Making sure you have the latest version of flash installed here
3. Try just being patient. I've heard that Kongregate sometimes takes a minute or two of thinking time to process these transactions. Try clicking, and just waiting a while.

HOW TO RESET YOUR PASSWORD

It is important to choose a password that will keep your account secure. For a safer password: we recommend that you use upper and lower-case letters, as well as numbers.

To reset your password:

1. Open Realm of the Mad God to the title screen. If you are signed into the game: log out
2. Click the 'log in' link to open the log-in screen
3. Click the 'forgot your password' link
4. Enter your account email and hit 'submit'
5. This will send you a new password to your registered email address
6. Once you log-in with that new password, you can change it under the 'accounts' tab on our main menu

NEW PASSWORD EMAIL ISN'T SHOWING UP

First, check your messages again. If you still aren't seeing it, here is what you should do:

1. Check your spam folder
2. Send yourself another one by clicking the 'forgot password' button on our login screen
3. Hotmail and some other email services block emails from unknown senders. To fix this: add noreply@wildshadow.com to your contacts list. Also, consider using a better email service. We recommend GMail.

NEW PASSWORD DOESN'T WORK

Passwords in Realm of the Mad God are CASE SENSITVE. Make sure you copy it exactly as it is shown in the email we sent you. If that still does not work: try resetting it again. Click here to read how to reset your password.

CHANGE MY ACCOUNT EMAIL

In order to change your email address associated with your account, you must be able to contact us from your currently registered email. If you wish to do this, fill out the space below and click 'send the email'.

I would like my new email to be:

HOW DO I DELETE MY ACCOUNT?

We generally do not delete accounts. If you don't wish to use an account any loger, just stop using it!

If you need your account deleted to free up your email for a new account: click here

ACCIDENTALLY DELETED MY CHARACTER

If you accidentally deleted a character from his slot on the character select screen, fill out the form below:

Deleted character class:

In-game character name:

Your account email:

REPORT OFFENSIVE NAMES

Enter the offensive name in the box below and click submit:

Offensive name:

SOMETHING ELSE?

WARNING: Please check the sections above thoroughly before sending us your specific issue. If your question can be answered in one of the sections above, we will ignore your question.

Where do you play our game:

Computer OS:

What browser do you play in:

Character name:

Account email (if not on steam):

What is the issue?: