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Ticket Policy Update

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Dear Celestians, we are updating our account recovery policy to make it more reliable, faster and more secure.

We will no longer perform e-mail changes on accounts with lost e-mails. There is no proof of ownership that you can provide as secure as owning the e-mail address saved on the account.

Please read below which cases will be processed and which will be denied in our Account Recovery System:

Forgot password, remember ID, remember e-mail:

Use our automatic password recovery: https://celestialuna.com/account/reset

Forgot/Remember password, forgot ID, remember e-mail:

Can be restored. Use ticket type "Forgot account ID" and send the ticket from that same e-mail. Don't forget to verify your ZenDesk account after creating your ticket.

If the e-mail is correct and verified the ID will be disclosed to you, then you can use automatic password recovery.

Forgot/Remember password, remember ID, forgot e-mail:

Can be restored. Use ticket type "Forgot account e-mail" and send the ticket from a working e-mail. Don't forget to verify your ZenDesk account after creating your ticket.

An e-mail hint (not full address) will be sent to you, if you can't remember the e-mail with the hint we will not disclose the e-mail address in full and you won't be able to recover the account.

Forgot/Remember password, forgot ID, forgot e-mail:

Could be restored. Use ticket type "Forgot account ID and e-mail" and send the ticket from a working e-mail. Don't forget to verify your ZenDesk account after creating your ticket.

Write in the description your character names. An e-mail hint will be sent to you with the address saved on that account. If you can't remember the e-mail there will be no recovery. If you do remember the e-mail create another ticket of "Forgot account ID" type with that e-mail.

E-mail no longer active (eg: yahoo) or can't be recovered:

There will be no recovery.

Got hacked, password changed/unchanged (still have my account):

Use our automatic password recovery and/or change your password immediately.

If your items were stolen report being hacked to Orange in Discord.

Create a ticket type "Hacked items" (this means you still have access to your account). Full or any item recovery is not guaranteed.

Got hacked, password changed, e-mail changed (no longer have my account):

Report your account being hacked to Orange in Discord.

Can be recovered. Create a ticket with type "Hacked account". The e-mail change will be reverted and your password reset, look for a password recovery e-mail in your inbox when you get a ticket reply. Full or any item recovery is not guaranteed.

Got banned:

You can submit a ticket with type "Ban Appeal", recovery of the account is not guaranteed and depends on the type of ban, duration and when it happened.

 

Read our account safety tips to never run into any trouble and keep your e-mail updated!

 

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