NCSOFT FAQs

1. Update/Create your NC account

If you are having trouble creating a new NC Account, please try the following steps here: How do I create an NC Account. If you simply want to update your NC Account information you can review the steps here: Updating your NC Account. This will walk you through the necessary steps for changing the contact information and/or email address currently on your NC Account.

2. Reset your password

If you are having trouble logging in to your NC Account, first please try re-setting your password by following the steps here: How do I re-set my NC Account Password?

3. Use your email address

If you are having trouble remembering your NC Account name, first please try using your email address. This same email address will also be the login name you will need to use when accessing the game client. If you still cannot recall your login name, please contact customer support using the link show below.

4. "Too many failed login attempts" error message

If you have entered your password too many times, you will get an error "Too many failed login attempts". The error message you are seeing is part of a security system in place to prevent an unauthorized party from gaining access to an account by repeatedly guessing passwords. The error will expire automatically after 60 minutes, but login attempts before it expires can cause the timer to reset.

5. Banned account

If your account is banned, please contact customer support by sending an email to [email protected].

Please do not take the messaging as blame, as the account block may due to circumstances outside of your control. Our support team can review the issue and provide more information.

6. If nothing else worked

If you have reviewed the above and are still having an issue logging in to or creating a new NC Account, please submit a ticket here ([email protected])

Online games that include player-driven economies often face the challenge of unauthorized secondary markets involving the exchange of real-life goods, currency or services for in-game goods, currency or services. While a wide variety of transactions are possible through unauthorized secondary markets, for simplicity this article will simply refer to the matter as buying gold from gold farmers.

We understand that the players in our communities enjoy our games in many different ways, and some find the freedom of a player-driven economy very challenging. Some may not consider the negative facets of using their real-world assets to get ahead in a game. However, we wish to caution you against such activities as there are very real consequences for such choices.

Buying gold contributes to security threats - Account compromise is one method used by gold farmers to acquire the currency they need to meet the demand of secondary markets. Phishing scams seek to acquire the account credentials of legitimate users so the scammer can liquidate the accounts assets and use it for advertising spam. While some game companies may at times offer assistance with repairing the damage done, this is not a fun process for anyone. Scammers can be very convincing and as with many unfortunate incidents in life, there are those who think such things only happen to nameless, faceless people in faraway places until it happens to them or someone they know.

Buying gold contributes to inflating game economies - Each online world is a carefully balanced system of gold sinks (removing wealth from the economy in exchange for goods and services) and faucets (content that generates wealth in the form of goods and currency). This is to ensure a smooth progression of the communitys overall wealth and power in exchange for the volume of content consumed by that community. Accounts that faucet wealth into an economy without their share of sinks (since theydon'tplay for enjoyment) throw off this balance, devaluing the legitimate wealth of the community and creating a wealth race where legitimate users may feel that content which should be within reach through normal play is unattainable without excessive effort.

Buying gold contributes to undesirable social elements - Our online worlds are places for players to build communities and enjoy a pleasant gaming experience. As long as the gold farmers know that one in one hundred players will buy their gold, the gold farmers will spam everyone to find the needle in the haystack. Spammed gold advertising is a blight on the community, detracting from the immersion and fun of everyones online experiences. The legions of characters grinding throughout our online worlds for no other reason than to meet the demand of gold buyers also damage player immersion and can interfere with the availability of game content for legitimate adventurers.

For these and many other reasons, we cannot condone participation in unauthorized secondary markets. Accounts found participating in such transactions will receive sanctions up to and including account closure.

What does account security mean?Account security refers to the process of preventing and detecting unauthorized use of your account. Safeguarding your account is better ensured when your system has been secured as well.Preventing use means stopping unauthorized users from accessing any part of your computer system. Detecting helps you to determine whether or not someone attempted to break into your system, if they were successful, and what they may have done.To keep your account secure means that you are doing a number of things to protect it: Keeping your user name and password to yourself; never sharing your password with others, including NCSOFT or Carbine staff. Never share any of your personal information with other players. Using good judgment on how you communicate in-game and out-of-game. Protecting your computer system from being compromised by others. Regularly scanning your computer for malicious programs. Changing your password on a regular basis. Ensuring your e-mail account remains secure by updating your e-mail account password on a regular basis. Not soliciting to gold sellers or power levelers.It is each individual's responsibility to keep his or her account safe. NCSOFT takes responsibility to provide systems, rules and regulations that offer as much protection to our customers as possible. However, this responsibility lies on the customers end - NCSOFT is not responsible for how players act in-game and out-of-game.What we can do (and have done) is provide Rules of Conduct and this account security page. The Rules of Conduct is meant to help educate customers on our expectations for acceptable behavior in and out of our games.This account security page is provided to inform customers of the dangers of certain out-of-game behavior, how an account can be infiltrated, and what each customer should to do protect their account.We also frequently remind players to keep their account password private. Never give your account password to anyone, even our staff. Beyond these measures, it is the customer's responsibility to protect one's self from being taken advantage of. We cannot control your computer system and the decisions you make when interacting with others on the forums or in the game.

You can at any time request to have your NCSOFT account permanently deleted, either from your Account Management page or by contacting the Customer Support Team.

Below are some of the frequently asked questions about account deletion.

How do I request Account Deletion?

To submit a deletion request, access your Account Management page, log in with your NCSOFT account credentials and use the link at the bottom of the page.

If you are unable to access your NCSOFT account (when your account has been banned for example), you can request account deletion by sending an email to [email protected]. Please use the subject line "Account Deletion Request".

What does it mean to delete my NCSOFT account?

Deletion of your NCSOFT Account is permanent and irreversible. We will remove all your personal information from our systems, or anonymize it, so it can never be linked back to you.

The information that can no longer be restored after deletion will include all game content (such as characters and items), as well as the payment and support history associated with the account.

After the deletion has been completed:

We will be unable to restore any game content (Including characters and items)

We will be unable to issue any refunds.

We will no longer have access to your payment transactions

All currency (including NCoin and Protobucks) on your account will be deleted.

All game subscriptions on your account will be canceled and deleted.

All of your support tickets will be deleted.

Your account will not be able to be restored Account Deletion is Permanent.

Will this delete my Guild Wars and ArenaNet accounts?

No, the NCSOFT account deletion process does not cover any ArenaNet accounts or Guild Wars game accounts you may have.

To delete your ArenaNet account and Guild Wars game accounts, please follow these instructions.

How does Account Deletion work?

The process of Account Deletion is relatively simple:

First, you submit your deletion request from your Account Management page or by contacting the Customer Support Team.

The effective deletion date will be 21 days from when you submit the request, regardless of when you receive the confirmation. This date will be reflected in the confirmation email you receive from support, as well as on your Account Management page.

After you submit the request, the Customer Support Team will review your request and either ask for additional information to verify account ownershipor send you confirmation that your account has been confirmed for deletion.

You will receive two additional emails from us within the 21-day time-frame:

The firstis just a reminder that your account is scheduled for deletion

The second is confirmation that your deletion request is scheduled for that same day. It will be the last email you receive from us.

After the deletion date, we will have removed your personal data from our systems and will no longer be able to access any historical data associated with your account.

How long does an Account Deletion take?

Your NCSOFT account will be deleted 21 days after you submit your deletion request.

After your request has been reviewed and confirmed, you will receive an email containing the effective deletion date and you will be able to see the date on your Account Management page.

Can I cancel an Account Deletion request?

Yes. You can cancel the request from your Account Management page, at any timebefore the 21-day timer has expired, or the Customer Support Team receives your cancellation request before the timer runs out.

Can I reuse my email address after my account has been deleted?

Yes, once your account has been successfully deleted, you can reuse your email to create a new NCSOFT account.

Can I request to have only a single game account deleted?

No, you can only request the deletion of your NCSOFT account.

Everything associated with the account email, including all game accounts, characters, support and payment history will be unretrievable after deletion.

Can I reclaim my account once it has been deleted?

No, once your account has been successfully deleted from our systems, there is no way to reclaim any of the information associated with the NCSOFT account.

When you contact Technical Support for help, you may be asked to download a third party program to help us diagnose the problem. We request that you download and run these tools to gather information about your PC, your network connection and the programs you are running. Below we have provided more information about the programs you might be asked to run.

We understand that some people might be reluctant to download third party software, especially if unfamiliar with the software in question. We also understand that not everyone likes to share information about their set-up with us. Please understand that, without the information provided by these tools, the technical support team is limited in what they can do to resolve individual issues and they might not be able to fix the problem you reported or provide you with further information.

We will always strive to provide you with verified, safe sources for these programs, but we cannot guarantee their safety. We have no control over where these applications are stored, how they are modified, or how they are protected. You are responsible for the security and integrity of your system. We expressly disclaim all warranties relating to these applications. Put simply, wecan'tpromise anything about these applications since we have no control over them.

Speccy: We use the free version of Speccy (by Piriform) to provide us with timing information and the temperature of your PC hardware. It is usually requested when someone is reporting game crash issues or blue screens. It allows us to verify whether specific pieces of your hardware, like your GPU or CPU, are overheating, which can lead to unwanted game crashes. You can download the free version of Speccy, and find out more information, from the official website: https://www.piriform.com/speccy.

WInMTR: WinMTR is a free network diagnostic tool we use when troubleshooting any type of connectivity issue. It combines the functionality of various network diagnostics (traceroute and ping) into a single tool. It helps our network team pinpoint where exactly network connectivity problems occur in the network. You might be asked to run a WinMTR anytime you contact Technical Support with a disconnection, lag or latency issue. For additional information on WinMTR you can visit the CNET website here: https://winmtr.en.uptodown.com/windows

HiJackThis: We may ask you to run this program in conjunction with a DxDiag when you first contact Technical Support. In spite of the name, this tool does not hijack anything. It shows us what programs you have running that may be in conflict or interfere with the game you are attempting to play. A wide variety of technical issues can be resolved by turning off applications that conflict with the game. HiJackThis is an open-source tool originally created by Trend-Micro and is available from the open-source website SourceForge. Because this program is open-source, we recommend you only download it from SourceForge. Make sure you pay attention during the download process and you do not download any additional software if prompted to do so. For more information on HiJackThis, visit the SourceForge site: https://sourceforge.net/projects/hjt/.

We will only use any information you provide using the listed applications for technical support purposes. We will not store, save, or share this information beyond what is necessary to provide you with support on the issue you contacted us about.

Why is it asking me for an authentication code?

In order to log into NC Account Management or our forums, you need to have verified your IP address. If you're logging in from a new IP, you'll get a warning message asking you for a verification code. The code should arrive at the email address you have registered to your NC Account within a few minutes.

Click on the link in the email or fill in the code provided and click 'submit' to proceed.

Security note:NEVERclick on the verification link if you didn't try to access the account management page. That would be like giving a stranger the keys to your house.

Another note: If you can't find it in your inbox, definitely check your spam folder. Some email providers can block these authentication emails, or only deliver them after a significant delay. We have been informed of issues with the following providers:

1 & 1

GMX

WEB.DE

To make things as easy as possible in the future, we would advise you to change your email address to a different provider (like Gmail or Yahoo).

I can't log into the account management tool to change my email address!

Please submit a ticket and ask to have it changed. Our support agents will ask you for some additional information to prove your identity, but then they should be able to update your account email address for you.

To use a serial code that you received from purchasing one of our products, you will need to have an NC Account. Once you have an NC Account, you can follow the instructions or watch the video at the bottom.

Log into NC Account Management.

Click on the APPLY A CODE tab.

Enter your 13-digit or 20-digit code in the section provided.

Click the Activatebutton.

After clicking the Activate button, your code will appear in the Unused Serial Codes section on the right, under the relevant NCoin or game section.

You can then apply the code to the relevant game by selecting therelevant game tab and using the Apply button next to the code you wish to activate.

Some codes will give you the choice to Create a new account, exchange the code for NCoin or Upgrade an existing account.

You should receive a confirmation e-mail stating that you successfully applied a serial code to your NC account account.

Charges occur whenever you purchase one of our games, make an in-game purchase, or buy additional content for an already existing game account. If you have charges on your billing statement from NCSOFT* that you do not recognize, wish to dispute, and would like to be refunded, please call our fraud support number at 866-367-9516 and leave a message or send an email to [email protected].

Please be ready to provide the following information when e-mailing or leaving a voicemail message:

A callback number and a good time when a representative may reach you

The first and last name on the Credit Card or PayPal account which was charged

If the charge were made to your credit card

The last 4 digits of the Credit Card

If the charge was made to your PayPal account

The Invoice ID and/or Transaction IDs for the charge

Your billing address

The date and amount of the charge

An NCSOFT representative will call or e-mail you back within 24 hours. Please note that voicemail messages that do not concern unknown or unauthorized charges will not receive a call back.

*If you have unauthorized charges on your statement labelled "GOOGLE *NCSOFT", these transactions are for one of our mobile games. As we do not directly process these mobile payments, we recommend that you directly reach out to Google Support for information pertaining to these charges. Google [Pay] Support will have the means to run an extensive search on the payment method which was billed and assist with eligible refunds. The following URLs should provide assistance for these claims:

https://support.google.com/googleplay/answer/2851610

https://pay.google.com/payments/unauthorizedtransactions

First, you'll need to resecure your account. If you still have access to your NC Account, please change your password immediately using the Changing Your Password steps included here: Password Issues If you find that you cannot log into your NC Account, please first try resetting it on your own using the Forgot Password feature: Password Issues If you are not able to use the instructions above to resecure your account, please contact our Account Support Team for assistance. To do so, click the Submit a Ticket button and select the Login/Password Issue from the list. Please enter the requested information in each field and enter the Subject below. If you are unable to provide any pieces of information, please let us know why in the Additional information field. Also, if you have any of the additional information below, please include this as well: Subject: I believe Ive been hacked andcan'tlog into my NC Account to resecure my account Additional Information:

What is the display name you chose when creating your account?

What date of birth did you use when you created the account?

List all possible emails that you would have used on the NC Account.

What is the Unique Account ID for any game accounts you added to the account? (This was sent to you via e-mail on the date your game account was activated with a subject header of 'Game Account Activated'.)

Billing information: If activated using a credit/debit card, please provide the last 4 digits of the credit card used ONLY. If activated using a game time card, please provide the 20-digit game time card code used to activate the account. If activated using PayPal, please provide the Transaction ID or the Invoice ID associated with the original activation purchase. If you have an Order ID number from a previous purchase on your NC Account, please provide that as well.

Please understand that NCSOFT considers a "hacked" account to be the unauthorized access of an account resulting from a criminal act. This may include distributing and propagating a keylogger, Trojan, or other computer virus. We do not recognize a "hacked" account to be the theft of items resulting from any sort of account sharing, trading, or selling. The security of an account and its contents is the sole responsibility of the account owner. Any items, currency, or experience lost in this incident will not be restored.

Account owners are responsible for maintaining the confidentiality of their passwords and security of their accounts at all times.

What is an NC Account for?

Once you have created your NC account you can:

Download our games.

Purchase NCOIN.

Add and manage game subscriptions.

Change youremail address or Display Name

Manage your password, authorized locations, game account PIN and/or 2-step verification.

Manage your email preferences.

View your transaction history.

Apply game codes.

Getting Started

To create an NC Account, go to the Create NC Account page and follow these instructions:

Click on the Create NC Account button.

Enter an email address that will be used as your login name.

The email address must be formatted correctly ([email protected]), and cannot be used on any other NC Account.

Make sure you enter a valid and accessible e-mail address.

This information is used to retrieve your password if you forget your password.

An e-mail verification code will be sent to this e-mail address.

Select your Display Name.

Your display name is the name shown on your screen when you are logged into your NC Account.

Your display name needs to be between 2-16 characters long and have no special characters or spaces.

The name must also be available, and cannot be inflammatory or obscene or violate our Terms of Use.

Create and confirm your password.

Your password must be between 8-16 characters, contain letters and at least one number or special character, cannot have more than 2 numbers or letters in a row, and must be different from your display name and email address.

Your password is case sensitive.

Select your date of birth from the drop-down menus in the Date of Birth section.

Make sure you enter your correct date of birth.

This information is used for verification purposes if you ever need assistance with your account.

If you wish to receive email announcements from NCSOFT, please make sure the small box next to NCSOFT Emails is selected. If you do not wish to receive any email announcements, you can leave the box unchecked.

Once you have read the Terms of Use and Privacy Policy, you need to check the small box next to Terms of Use / Privacy Policy to accept them.

You must accept these in order to continue with account creation.

Click on Create NC Account.

In order to continue, you will be required to verify your email address. An email will be sent to the email address you provided on the previous step. To verify your email address and activate your NC Account, click on (or paste into your browser) the verification link in the email that you receive from NCSOFT.

For security reasons, you must verify your NC Account within 24 hours of creation or your NC Account will be deleted.

Once you follow the verification link sent to your email address, your NC Account will be fully activated and you will be asked to log in using the information you selected during account creation. For your initial login, and every time you login from a different computer, you will be prompted to verify your account by answering your security questions. If you successfully answer those questions, you will be prompted to verify and authorize your location. After you have logged in, you can add/create a game account.

How to Change NC Account Name / Email Address

To change your current NC Account Name, follow the instructions below. You can only change your NC Account Name/Email Address once every 90 days.

Log into the NC Account Management page.

Click the CHANGE link located next to your Email Address in the NC Account Profile section.

Enter a new email address for your account twice and type your current password.

Email addresses must be formatted correctly ([email protected]), and cannot be used on any other NC account.

Make sure you enter a valid and accessible e-mail address.

Click Continue.

A verification email will be sent to your new address. You must click the link in the email to complete the address change.

Once you follow the verification link sent to your email address, Your NC Account will be fully updated. You will then be asked to log in using your new NC Account Name and current password.

Yes! But you have to be on a purchase page in order to do it. The easiest way to remove a card on file is to follow these steps (Dont worry: You will not be billed when following these steps):

Log into your NC Account

Click the Add Subscription button for any one of our games (Lineage II, Aion, Blade & Soul or WildStar)

Select any Subscription plan and click the CREDIT CARD payment method button

The next screen will list your card on file. To remove it, click the Pencil (EDIT) icon next to your card on file

Click the DELETE button

Click the DELETE button to confirm deleting the card on file

Your card/billing information has been removed! When youd like to make a purchase in the future, you will be required to enter your billing information again.

I don't remember my password!

If you've forgotten your password, follow these steps: (A video is available at the bottom of the page)

Go to the Account Management page.

Click Cant Log in? create an NC Account

Enter your NC Account Email Address and select the Security Check box.

Click CONTINUE.

You will receive a confirmation link via email.

Click the link and update your password.

I know my old password, but I don't like it anymore.

If you know your old password, but want to change it (always a good practice if you think someone might have found out your password and you want to make your account secure), follow these steps: (A video is available at the bottom of the page)

Log into the Account Management page.

Click the CHANGE link located next to Password in the My Account Security section..

Enter your current password, and your new password choice twice in the fields provided.

Your password must be between 8-16 characters, contain letters and at least one number or special character, cannot have more than 2 numbers or letters in a row, and must be different from your display name and email address.

Your current and new passwords cannot be the same.

Your password is case sensitive.

Click OK.

You will be required to login with your new password to go back to your account profile.

You should receive an email confirming that the password reset was successful.

I'm not receiving any emails!

If you don't receive an email, it's very possible that you don't have an NC Account (NC Accounts are different from Guild Wars 2 accounts and NCSOFT Master Accounts). The best solution here is to attempt to, and see if your email is already in use.

Pricing for NCoin is:

NCoin

USD $*

EUR *

GBP *

400

$5.00

5.00

4.00

800

$10.00

10.00

8.00

1,600

$20.00

20.00

16.00

4,000

$50.00

50.00

40.00

8,000

$100.00

100.00

80.00

20,000

$250.00

250.00

200.00

*Plus applicable sales/VAT tax.

We fully understand the importance of your privacy. Safeguarding your personal data and maintaining your trust are important to us.

We store, process, and sometimes share your information to be able to provide you with services. All the details on how we collect, use, protect, and store your personal information and how we respect applicable data protection laws can be found in our Privacy Policy.

You have the following rights in regards to your personal information:

The right to request access to, to correct or to delete or anonymize your personal information.

The right to restrict processing of your personal information.

The right to withdraw your consent regarding our use or storage of personal information. For example, if you no longer want to receive email from us, you can "opt out" of receiving it by following the steps described in the email, or from your Account Management page.

The right to lodge a complaint regarding our collection, processing, or storage of your personal information with a data protection supervisory authority in a country where you live, work, or where you believe a breach may have occurred.

We will provide details below on how you can contact us about your rights described above, or if you have any questions or concerns about our Privacy Policy. We will respond to your inquiries as soon as possible.

How to request account deletion

How to request a copy of your data

How to request data restriction

How to withdraw consent

How to lodge a complaint

How to contact us about any other privacy concerns

How to request account deletion

You can at any time request to have your NCSOFT account permanently deleted, either from your Account Management page or by contacting the Customer Support Team ( [email protected] ).

Deletion of your NCSOFT Account is permanent and irreversible. We will remove all your personal information from our systems, or anonymize it, so it can never be linked back to you.

After the deletion has been completed:

We will be unable to restore any game content (Including characters and items)

We will be unable to issue any refunds.

We will no longer have access to your payment transactions

All currency (including NCoin and Protobucks) on your account will be deleted.

All game subscriptions on your account will be canceled and deleted.

All of your support tickets will be deleted.

Your account will not be able to be restored Account Deletion is Permanent.

For more in-depth information about how to request account deletion and how it works, please visit our Account Deletion FAQ.

Please note! This deletion request does NOT cover any ArenaNet accounts or Guild Wars game accounts you may have. To delete your ArenaNet account and Guild Wars game accounts, please follow these instructions.

How to request a copy of your data

To request a copy of the personal data that is not currently listed on your Account Management page, including email address and date of birth, please contact support at [email protected]. You will be required to verify ownership of the account before we can send you the data in question.

Some personal information is available to you from your Account Management page. This includes your accounts Authorized IP address history.

How to request data restriction

You can request further processing of your personal data under certain circumstances, by sending an email to [email protected].

When you submit a data restriction request, your account will be banned on receipt of your request, to prevent any further changes to the account. At that point, you will also lose access to all game accounts that are associated with the account in question.

We will first verify that you are the owner of the account. Then our legal team will review whether your data restriction request meets the required criteria to qualify. Below is an outline of possible scenarios that are eligible:

You dispute the accuracy of the personal information we have on file for you.

Your information has been used fraudulently and you wish to prevent the deletion of your information from the account.

You want to place a hold on your information for legal reasons.

You dispute that NCSOFT has a need for your personal information.

Not all accounts are eligible to have a data restriction put on them.

How to withdraw consent

You can at any time withdraw your consent to receive newsletters from us by updating your preferences on your Account Management page.

If you want to withdraw your consent regarding our use or storage of any other form of personal information, please send us an email at [email protected].

After we verify account ownership (where appropriate), our legal team will respond to your request within a reasonable timeframe.

How to lodge a complaint

If you have a complaint or concern about the way we collect, process, or store your personal information, please send us an email at [email protected]. We will try our best to resolve your issue as quickly as possible.

You are of course entitled to take up your case with a data protection supervisory authority in a country where you live, work, or where you believe a breach may have occurred.

How to contact us about any other privacy concerns

The email address for all your questions and concerns about our collection, processing, or storage of your personal information is [email protected].

Where appropriate, we will verify account ownership, and we will respond to your questions and concerns as soon as possible.

For more information, please visit our Privacy Policy.

If this is your first time purchasing NCoin from us, it may take up to 12 hours for the purchase to complete (although it may be much quicker than that). This is by design and you will receive the items if/when the purchase is approved and completed. Once the purchase is completed, you will receive an automated notification letting you know when your items have been delivered.

There are a multitude of ways that someone can get your password. The most obvious is if you give it to someone! This is very important. NCSOFT employees will never ask you for your password while trying to help you. Therefore, you should never give it to someone claiming to be from NCSOFT support or any NCSOFT employee. To reiterate, you should never give your password to anyone.

An account thief could guess your password if they know something about you, so remember to use caution in online group environments. The more information you share about yourself, the easier you make it for hackers to guess your login(s) or password(s). The best thing you can do is pick a random password that you will be able to remember, but that is not remotely related to you. Many people place numbers in their passwords to make it even more difficult for someone to guess a password. For instance: F1L3tRansfer. This is the phrase "file transfer" with random capital letters, a 1 in place of the I and a 3 in place of the E in the word "file." You may also choose a random string of letters and numbers such as: b23fz5d. These are more difficult to remember, but probably the least likely to be guessed.

The most common way for people to get your password is by retrieving it using the Account Management tools on the **NCSOFT website**. If you share your e-mail account with someone and use that e-mail account on your game account, it is possible that they could retrieve your password if they know your account name. (A similar thing can happen if you use certain instant messenger programs and share your account with someonethey could easily get access to the free e-mail account that you get with IM programs.)

Another way for computer criminals to get a password is to go through a list of all possible passwords, given they know an account name. This might seem tedious, but hackers do it with the help of computer programs that quickly cycle through all potential letter and number combinations. Should this happen (while unlikely, it does happen), the infiltrator needs your account name next. You should guard your account name if you can; avoid making your user name something that is readily accessible or easily guessed. For instance, don't use the name of your main character as your account name.

Remember, if someone has remote access to your system, it is very possible that they will be able to get your password if you have the password saved on your computer. There are two things you can do to prevent this from happening: never leave a save password box checked and keep your system clear of any viruses, malware, and keyloggers. Leaving a save password box checked means the password will be stored somewhere on your local drive. While this makes logging into websites or games easier, it also gives hackers a head start in getting your password(s).

Another way someone can gain access to your username and password is through a Phishing E-mail. The practice of phishing is the most common strategy used by account thieves. Many cases of people claiming they were hacked can actually be traced back to phishing scams. These emails and websites pretend to be official NCSOFT communications to trick you into willingly handing out your login information. Here are some signs that you may be dealing with a phishing attempt:

Most phishing emails will make urgent appeals in regards to your account being under investigation for hacking/cheating and ask that you provide personal information to avoid these penalties. These e-mails will almost always ask you to click on a provided link and enter your username and password. These links will normally take you to a webpage that has been created to look almost identical to an official NCSOFT webpage. Once you click on the link and enter your login information, the account thief will than use that information to take control of your account. Please remember, NCSOFT will never send you an e-mail asking you to log into a site using your account login name and password. Additionally, if you receive a phishing e-mail, it is recommend that you contact NCSOFT and report the e-mail.

Some phishing emails will also mask, or spoof their sending address, making it appear as though the emails are being sent from NCSOFT. When in doubt, you should always check the emails header information to verify the sending address.

Where can I learn how to apply my NCoin card?

There is a URL on the back of your purchased card that will direct you to your locations instruction page.

I have an old NCoin card for Aion and Lineage II. How will this work?

The old NCoin cards will now hold the same function as the new ones and will grant the new bonus items. However, there are NCoin cards which do not offer the bonus items (please refer to authorized retailer's purchase site for details).

I'm getting an error when attempting to add my code. Why is this?

All NCoin POSA cards must be activated at the register by the retailer from where you purchased the card. If you cannot add the code, please contact the retailer to ensure they've activated the card for you. If they have and you still cannot add the code due to an error, please contact Support.

Where can I purchase an NCoin card?

NCoin cards will be available in North America, South America, Europe and Australia. Below is the release schedule for NCoin cards by retailer:

01/11/16 Gamestop

01/26/16 Walmart

02/2/16 Best Buy

If making a recurring subscription purchase via PayPal, your account must have a credit card associated with your PayPal account (this is required by PayPal). Subscription purchases require a credit card linked to a PayPal account.

It is possible to use the PayPal payment option for other purchases [for items that are not subscriptions] without a credit or debit card added, however, you must have a verified back-up source of funds when you have only a bank account tied to the PayPal account. This is because PayPal only accepts instant payments for digital goods, and using a bank account via PayPal (paying with an e-check) is not considered an instant payment.

If you do not have a credit/debit card, you can simply add funds to your PayPal account that covers the amount of the purchase. Once you have a balance on your PayPal account, you will not be prompted to add a credit or debit card. If you do not have a balance in your PayPal account, you will always be asked for a backup funding source, ie: credit/debit card.

If you have any further questions regarding instant payments or any other issues with your PayPal payment, please contact PayPal Support directly: https://www.paypal.com/selfhelp/home

Something else to keep in mind before making your PayPal purchase attempt: Your PayPal account must be verified in order to complete purchases. Verifying your PayPal account protects you as the account holder, as well as the merchant.

For more information on what it means to have a verified PayPal account, as well has how to verify your account, please refer to the following page: https://www.paypal.com/us/webapps/mpp/security/verification-faq

As this is your first time purchasing NCoin, you are not be able to purchase certain items from the in game store while your NCoin payment is under review/evaluation. While you may have already received your NCoin in game and can purchase some items, it could take 24 hours for you to be able to purchase certain items.

If you are receiving the following message when attempting to purchase items in game, you will need to try purchasing the item later (24 hours from your NCoin purchase):

The transaction cannot be completed until the NCoin evaluation is finished. Please try again later. Please visit the Support website for more information on the evaluation.

Unfortunately, there is no way to get 100% protection from all past, present and future viruses. Security companies are constantly playing catch up, as computer criminals change their code in old viruses to make them undetectable, and invent new ways and code structures to get into your system. All you can do is your very best to protect your computer and your private information. Some ways to protect yourself include:

Always have updated anti-virus software actively running on your computer.

Run virus scanning software on any files you are about install.

Update your browser and Operating System to the latest version.

Scan your computer for Malware and Spyware on a consistent basis.

Activate your browsers phishing filter.

If you have purchased a Game Time Card, you will need to apply it to your NC Account.

First, log in to your account here: https://login.ncsoft.com/login

Click on 'Apply a Code',

click here

Enter the serial number printed on your Game Time Card, and click on Activate.

Additionally, game time cards can be exchanged for NCoin which is used by Blade & Soul, Lineage II and Aion*. For more information about NCoin, and how to use your game time cards to buy NCoin, .

*Aion uses Black Cloud Coin but still allows in-game conversion of NCoin to Black Cloud Coin. This exchange is a one-way conversion, meaning you cannot convert Black Cloud Coin to NCoin.

If you notice that you are not receiving any response from the support team on your ticket, please do the following:

Please check your email directly through the email provider's web page, and not through a mail reader (such as Outlook or Thunderbird) or a mobile device (such as a smart phone or tablet) These sometimes do not receive messages that have been flagged as spam.

Check your spam folders some email providers might mark our responses as spam, so make sure that our responses are not in this folder.

Set a filter for @ncsoft.com domain this is to help prevent our messages from being sent to the spam folder.

Adding [email protected] as a contact list this is an alternative solution for the above step, making a filter. This will also help ensure our messages are not marked as spam.

If you are still not receiving our replies, you can send an email to [email protected] under a different email address as a follow-up for your previous ticket.

Trojans allow people to access your system and remove, add, or manipulate files. Any action done on your computer can be seen or copied, allowing hackers to obtain private information on your computer, copy your credit card numbers, or learn the passwords you enter while performing online banking, purchases, or gaming on the Internet.

This can all happen without your knowledge in the background of your computer, and this is what makes Trojans such a popular and successful way for hackers to gain access to your system.

How do you get a Trojan? Actually, you inadvertently install a Trojan by running an infected executable program on your system. Trojans take advantage of the fact that so many programs that we use process other things in the background. Additionally, the executable programs come disguised as pictures of a "friend," as funny multimedia clips, as mini programs that offer some helpful tool, and the like. This makes it very important to never download or run programs from someone you don't trust implicitly, or that are not from a trusted web resource.

The two most common Trojans are Remote Access Trojans and Password Sending Trojans. The Remote Access Trojans are probably the most publicly used Trojans, simply because they give the attackers the power to do more things on the victim's machine than the victim himself, while standing in front of the machine. The idea of these Trojans is to give the attacker COMPLETE access to someone's machine, and therefore access to files, private conversations, accounting data, etc.

The purpose of the Password Sending Trojans is to rip all cached passwords and also look for other passwords you're entering. It then sends them to a specific mail address without the user noticing anything. Passwords for any application that require a user to enter a login+password are being sent back to the attacker's e-mail address.

Yes, as long as your Lineage II account, Blade & Soul account, and your Aion* game account are associated with the same NC Account. You can use NCoin freely across Blade & Soul, Aion* and Lineage II from the same wallet.

*Aion uses Black Cloud but still allows in-game conversion of NCoin to Black Cloud Coin. This exchange is a one-way conversion, meaning you cannot convert Black Cloud Coin to NCoin.

Prepaid cards, such as NCoin Cards, let you purchase in-game currency without having to use a credit or debit card. Bonus serial codes give you additional in-game items for a particular game.

To redeem an NCoin Card or bonus serial code, log in to your account and select Use a Serial Code.

Note: To ensure delivery of your Bonus Serial Codes to your inbox, add [email protected] to your address book.

Game Cards

Game cards let you download a game and play. No credit card required!

Guild Wars Game Card: Includes the original Guild Wars game. Does not require monthly subscription or additional time card to play.

Time Cards

NCSOFT prepaid game time cards [at one point] let you add play time to your games without having to use a credit or debit card. Game time cards were available in 15-, 30-, or 60-day values. Game time cards used for games that are now free to play are translated into appropriate in-game benefits, items, or currency. Many of these codes are no longer valid so if you have an unused game time card you are attempting to redeem, please contact Support for assistance.

Redemption Instructions and FAQ

How do I buy NCoin?

Malware, short for malicious software, is software designed to disrupt computer operation, gather sensitive information, or gain unauthorized access to computer systems. While it is sometimes software, it can also appear in the form of script or code. Malware is a general term used to describe any kind of software or code specifically designed to exploit a computer, or the data it contains, without consent. Malware includes computer viruses, worms, trojan horses, spyware, adware, most rootkits, and other malicious programs.

Currently, three NCSOFT games can use NCoin: Aion (NCoin will need to be converted to Black Cloud Coin), Lineage II and Blade & Soul. NCoin is purchased from each game site or client and can be used to purchase digital items for your preferred game. The purchase of NCoin is made with real world currency.

How can I buy NCoin?

You can purchase NCoin directly from the Blade & Soul Online Shop. You will need to have an NC Account to purchase. Once you have an NC Account, you can follow the instructions below:

Log into NC Account Management.

Head to the game site/shop you want to buy NCoin for: Blade & Soul Online Shop or Lineage II Online Shop (or you can purchase within each game's client)

Select the bundle of NCOIN that you wish to purchase. Please be sure that you choose the correct bundle.

Choose your payment option youd like to use.

Enter your credit card information or PayPal information when requested.

Click thePURCHASE NOW button. Please be sure to click the button ONLY ONCE.

You will then receive a confirmation that your purchase was complete. You will also see a summary of your purchase. You can either click theContinue Shopping button, or click theAccount Managementbutton to go back to your profile page.

NOTE:It may take a few minutes for your NCoin balance to reflect the purchase. If it is taking longer to receive your NCoin, please review this article.

Hackers go through great lengths to gain access to your system -- especially if you have a high-speed, uninterrupted Internet connectionmost especially if you do not have a firewall, security software, and/or port monitor protecting your system. They are always looking for the easy target, so it is important to try your best to be a difficult one. They try to find ways to get your IP address, your computer password(s), or your account password. They may do this by establishing a friendship with you on message boards or through instant messaging, asking you probing questions so you will give up information that you would not normally share. They may even use tools and software to gain access to your system.

Hackers do not mind spending time to get to know you. It could take months to gain your trust, but an account thief won't mind waiting. Hackers have a lot of patience; the longer it takes to gain your trust, the more exciting it is for them.

If a hacker gains access to your system, he or she could potentially abuse any information you store on your computer: credit card numbers, bank account numbers, game accounts, online shop accounts, etc. They can send spam e-mail from your system, potentially getting your account or IP address banned, and may even attack other computers from your system. Hackers may also use your account for botting (running a program that plays the game for you without your interaction) and/or gold selling. Both of which could result in your account being permanently banned.

In terms of your game account, a hacker accessing your information could:

Transfer in-game property to other characters (namely theirs).

Delete any or all of the items on your character.

Convince your friends in game to allow the user in the account to "borrow" (steal) items or money.

Delete your main or other characters.

Use your account to bot and sell gold.

Please understand that NCSOFT does not have the ability to protect systems outside of its network, and cannot control the actions of any user which may be using your machine. It is each user's responsibility to keep their computer system secure and keep their account information private. Because of this, we will not be able to reimburse you in any way for anything else done to your account by a hacker. This is another reason it is imperative to do everything possible to make sure your computer is safe.

There are ways you can tell that you have been hacked. Unfortunately, most people are infiltrated well before they know. Some indications are:

Unauthorized charges to your credit cards.

Unauthorized actions in your bank or investment accounts.

Unauthorized use of your game accounts.

Being accused by other individuals or ISPs of sending spam e-mail you know you have not sent.

Running a virus scanner discovers Trojans or backdoor software installed on your machine.

Strange computer behavior, such as random reboots, sounds suddenly playing, windows popping up unexpectedly, passwords being locked out, and so forth.

When you are hacked, your computer has been infiltrated by someone. You may or may not know them. Either way, someone has accessed your account/system without your knowledge. That is being hacked.

To NCSOFT's knowledge, there is no way your computer security can be compromised through our game clients.

However, you must beware of ways you can create security holes via your involvement in the game's external community. Instant messaging, websites, e-mail, and third party programs can all be used to gain access to your computer. There are ways to make it more difficult for a hacker to get into your computer, and any criminal is going to look for easy targets first, not difficult ones.

Viruses are small software programs that "attach" themselves to other programs. Once a program is run, the virus begins to replicate itself and attach itself to other files resident on the machine.

Viruses do many different things. Many lay dormant for a long time and then can cause problems on your system when a certain file is used or on a certain day. They can be like little mischievous gremlins or they can cause a lot of damage, like wiping your hard disk. Others make themselves present every time you boot your system. Viruses are also transmitted and shared by attaching themselves to outbound e-mails or files saved to storage devices such as Portable USB drives. This allows them to spread much like a communicable virus from person to person.

Manage Authorized Locations in NC Account

Authorized locations are applied to the NC Account after logging in and verifying the new location via email.You may want to change the authorized locations from time to time to ensure your account security. To view and change your authorized locations, please follow the instructions below:

Log into the NC Account Management page.

Click the Authorized Locations link located in the NC Account Profile section.

The current authorized locations will be listed with the IP address of the location, the date it was authorized, and the last login from the location.

If you would like to remove a location, click on the Remove link.

You will see a message confirming the authorized location has been removed.

The next time you log in from the location that was removed, you will need to verify the new location via email.

Most people are hacked by downloading files from a source they know nothing about (add-ons, third party programs) or by trusting someone they have met online. In doing this, the hacker has found a way to get access to your IP address. In order to connect to the Internet you must have an IP address.

Your Internet Service Provider (ISP) assigns one to you when you log onto the Internet. Some ISPs give you an IP address that stays the same for a period of time. This is a static IP address. Other ISPs give you a different IP address every time you log onto the Internet -- this is a dynamic IP address. Their purpose? Like a telephone number, IP addresses allow other systems to contact you. In other words, this is how data is routed through the Internet. This is how you get your e-mail. This is also how hackers can get into your computer.

It is important to note that it is not possible for a hacker to get your IP address through the game client. The most likely way for someone to gain this information is via contacts you make outside the game.

Security holes are not created by the game client, but you may meet a computer criminal within the community. Hackers can only get information you offer to them. However, most infiltrators can learn things about you - like your IP address - through other forums including, but not limited to:

Bulletin Boards (posts may include your IP address)

Instant messaging/chat programs

IRC chats

Direct link Internet games (FPS, RTS)

File sharing programs

Phishing e-mails

While finding out your IP address is a common way to infiltrate your system, it is not the only way. There are lots of hacking programs and tools available to assist hackers with getting into your system. Leaving your computer on and unattended for long periods of time -- especially if you have an always-on Internet connection -- could give hackers access. Viruses are also used to this end. Beware of executable files from sources you do not trust. Hackers frequently use executable files to open a port to your computer. Viruses will be discussed later in this document.

This protects you from being duped by any other players or scammers that may be in the game, on the message boards, or in other types of chat or instant message programs. Keeping your user name and password private will make it more difficult for someone to trick you into giving them your items, accessing your computer system, or stealing your identity.

You may have friends that you feel you can trust with sharing your account information. There have been many instances in which reported hacked accounts were found to be compromised by a players friend, roommate, or family member. Keeping your account information to yourself can save you the inconvenience of trying to recover your account back, and a headache.