Transfer issues

We are aware that some of you are still affected by transfer issues, those issues include errors such as "transfer process failed", the launcher error: "You cannot log in because the account transfer is in progress.", or you may be able to login but you not see your old character(s) after the transfer.

Our technical team is still investigating all cases mentioned above and working on fixing those issues, notifying us via customer support is not necessary for our technical team to see that you are affected, despite what some of the error messages you see suggest.

We will notify all affected players as soon as an update is available via your email linked to the account you created that is experiencing the issue.

We also plan to provide a form of compensation to all affected players. Further details about this will be announced at a later date on our website:

Archeage: https://archeage.playkakaogames.com/news

ArcheAge Unchained: https://archeageuc.playkakaogames.com/

*If you did not see any transfer errors but you still can’t see your characters, please also make sure you are trying to log in to the correct game version, region and server.

Missing subscription time of DLC from my web inventory

ArcheAge Unchained only players who previously purchased the game and any of the DLCs and used them have been reimbursed with free additional subscription time. To claim it please log into your account on https://login.playkakaogames.com/login and check your web inventory.

If your account was not eligible to receive the subscription time, you will not see any extra coupons on your web inventory and we will not be able to help you receive any free subscription time.

Please note, if you purchased the DLC for ArcheAge Unchained, but you never opened/claimed the DLC packs, your account has automatically been reimbursed with 1800 credits for each DLC purchased and wasn't used from your inventory in-game or wasn't claimed. Any credits you received for purchased DLC’s, have been included in the bundle of credits sent to your mailbox in-game after the transfer of your account.

Please note that your account must have had an ArcheAge Unchained character before the transfer, in order to be eligible for the 60 days additional free subscription time apart from the 30 days trial available to new accounts.

If you bought the DLC packages on Archeage free-to-play only, your package(s) were also refunded to credits.

Missing items after transfer/unhappy with the changes

We want to give you the best experience possible when playing ArcheAge, and one of the major changes that was made was to change both versions of ArcheAge to what we call the "Global-one" build as that will allow us to give you faster content updates, quicker fixes, new exciting events, and more!

As a consequence of this, several in-game items had to be either changed, substituted, or deleted from the game, we collected all the details regarding what happened to your items here:
https://archeage.playkakaogames.com/news/579

However, many of you were concerned as you did not receive some of the substituted items or you thought the compensation that was offered was not enough or you believe you missed the compensation altogether. All Credit compensation was included in the Bag of Credits you received automatically in your character's mailbox after the transfer.

Thanks to that feedback and reports we received, we have been able to conduct a full investigation and we are happy to let you know that we will provide compensation for additional 437 items as we have announced here:

https://archeage.playkakaogames.com/news/712

Please note that the purchase limits for the Any-Post Owl and the Anywhere-Warehouse have been reset for the removed items and compensation in form of credits has been offered as part of the Bag of Credits you received after the account transfer.

Please take a look at the announcements above for detailed information about the process. We aim to send the compensation items in February, with the exact date to be announced as soon as more information is available, so please keep checking the news on our official website for ArcheAge and ArcheAge Unchained.

Archeage: https://archeage.playkakaogames.com/news

ArcheAge Unchained: https://archeageuc.playkakaogames.com/

Missing Homecoming Key

The key to open the homecoming bundle was sent to characters that have been inactive for more than 30 days then returned and those characters did not receive another key for 180 days before their return.

That means that if you logged in on your inactive character on 30th of October 2021 and received a Homecoming Key, then stayed offline for another 30th days until the 3rd of December 2021 and then transferred your account and logged in again, you would not be eligible to receive another key, as you character received a key within the past 180 days.

If you haven’t received a key for the homecoming bundle, your account does not meet the requirements for it. In most cases, we noticed logins during November before the transfer, which you may have forgotten about.

Please note if your account does not qualify for a key, we will not be sending one manually.

Credit Refund Request

We may be able to assist with refunds of credits if you made an accidental purchase, or if you purchased an item on the wrong character. Please take a look at this link for full details of the credit refund process

https://archeage.zendesk.com/hc/en-us/articles/4400680563741-Credits-Shop-Refund-Policy

Can you move my item?

Credits
Unfortunately, it is not possible to move credits or any other in-game currency from one character/account to another nor from one region to another.
Such requests will unfortunately be denied.

Bound items
Items that are bound to a character can not be moved to another character. We can not unbind any bound items nor assist in moving them from one character to another or from one server to another.

Transfer Launch Box + Key

The Transfer Reward Key has been sent to a specific character on an old/merged server. However, the Transfer Rewards Package Event ended on September 15, 2022, so the Transfer Launch Box is no longer available on the Marketplace even if you still have the key on your account.

You can read the full announcement at https://archeage.playkakaogames.com/news/1371.

Promotion code on wrong game version (e.g. Moonfeather Griffin)

Some promotions are exclusive to one of the ArcheAge game versions (Unchained/Legacy). Please make sure to take part in the promotion for the game version you are actively playing, as we are not able to move promotional items from ArcheAge Legacy to Unchained, or vice versa.

Auction house accidents

I accidentally sold something in the auction house at the wrong price
Unfortunately, we won’t be able to assist with reversing any sales made with gold on the auction house. The auction house is controlled by the players and interfering with any transactions would mean to interfere with more than one account. Once another player purchased your listed item, we cannot remove it again from their account and return it to you.

I accidentally bought something from the auction house at the wrong price
Unfortunately, we won’t be able to assist with reversing any purchases made on the marketplace. Similar to selling an item on the auction house, we can also not interfere with any purchases made.

Patron Time missing

We are aware that some players may be missing Patron time after transferring their account. This is currently still being investigated and we will update all affected players as soon as more information is available. Please keep checking our official website, https://archeage.playkakaogames.com/news, for any updates.

Offline Labor not regenerating

We had received reports regarding Offline Labor not recharging while having Patron active. We understand how crucial Labor is for your everyday life in ArcheAge so we did our best to fix this quickly. This issue has now been resolved and compensation will be announced once more information is available. Please keep checking our official website, https://archeage.playkakaogames.com/news, for any updates.

Stuck Character

It can happen on occasions that your character gets stuck in the terrain or an object and however hard you try, you just can't get your character to move again.

You can try the following in-game to free your character.

Type the command "/escape" in the chat window to teleport your character to the nearest resurrection point.

You can also open your skills (default button 'K') and click on the Escape skill in the basic tab. This will also teleport your character to the nearest resurrection point.

Please note, once you used the escape option, the skill will have a 30 minute cooldown.

Answers to common issues (FAQ)