Restrictions and Appeals
📢 Breaking the operating policy or our Terms and Conditions can lead to restrictions on your account, characters, chat or some features. If you disagree with a restriction, let us know through Appeal a restriction on the Support page.
Types of restrictions and the messages you see
| Restriction | Message in the game | What you can't do |
|---|---|---|
| Account suspension | Suspended Account · Blocked Account | Log in with that account |
| Character suspension | Blocked Character | Play that character |
| Chat restriction (many reports) | Your chat is restricted for ○○ due to multiple reports | Chat for that time |
| Chat restriction (Support team) | Chatting is currently prohibited. · Chatting is prohibited by the admin. | Chat |
| Restriction after a canceled payment (refund) | Your access to the Exchange, item unbinding, and Account Storage has been restricted due to a canceled payment (refund). | Register or buy on the Exchange · unbind items · put items into Account Storage |
💡 While a server transfer or character gift is being processed, you can't log in to that account for a while. You can log in again when it's done. See the Character Migration and Character Gift guides.
How to appeal
- Open Support → Other → Appeal a restriction. Tapping Customer Support on the restriction notice in the game opens the same page.
- Enter your server and character name.
- If you can still get into the game (chat or feature restrictions), enter the 6-digit code sent to your in-game mail to confirm it's you. Our AI assistant then tells you which restriction is active and when it ends.
- If you can't get into the game (account or character suspension), tap Can't get into the game to receive the mail? on the identity check screen. Your appeal is taken without the mail check.
- Tell us what happened and why you disagree. Please include how you sign in (Google Play, Apple, Caret Games or guest), when you last played, your device, and screenshots if you have them.
- The Support team checks it and lets you know the result by reply and in-game mail. We can't promise a result before checking.
- For restrictions after a canceled payment, contact Support → Payments. For refunds, see Refunds.
Good to know
- The Support team never asks for your password. Ignore and report messages that pretend to be the Support team and ask for passwords or payments.