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Orange

Account Help Policy [29/4/2020]

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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/recover/

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

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

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

If you forgot your email you cannot proceed with recovery.

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

If you forgot your email you cannot proceed with recovery.

E-mail no longer active (eg: yahoo) or can't be recovered or e-mail was re-created (yahoo):

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.

In special cases where:

  • Different PCs were playing before the email was changed.
  • The previous users played until the day the email was changed. (There was no time between last played day and email change day)
  • The incident was reported over 30 days after the email was changed. (Date the ticket was submitted)
  • There were no items on the account on the day of email change.
  • The account is still active.

In this case we will not reset the email on the account because it clearly looks like a sold account. The account will be banned and cannot be recovered.

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.

 

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