We know that the loss of valuable items can be a devastating blow, so when accidents occur, our Game Masters are happy to try to set things right.
Before you contact us to ask for help, make sure to read the information on this page so you know what to expect. We try our best to help, but unfortunately, it’s not always possible to recover something that’s been lost.
What information do we need?
In order to find something, we need to know what we're looking for, and where to look.
As such, the first thing we need is the name (and grade, if applicable) of the item.
We also need to know the name of the character that last had the item, and we need to know what server that character was on.
Finally, we also want to know when the item was lost, or when you know for sure you last had it.
Once we have that information, we can start looking through our logs to see what we can find.
When can we help?
If you make a mistake, and if you report it right away, chances are good we will be able to assist.
If an item is lost because of a bug, there’s also a good chance we’ll be able to help. Just make sure you report the loss right away.
If an item is simply missing and you have no idea what happened to it or when it was lost, we can still look for it. With a little luck, we might find it.
If an item is missing because it was used to obtain something else (like with crafting), we need to be able to reclaim the new item in order to restore the lost one.
It’s important to note that there’s never a guarantee that we will be able to restore a missing item. However, in the above cases, we will always try.
When can we not help?
Making decisions that matter is an integral part of a game like ArcheAge, so if you got rid of an item and then changed your mind a few days or weeks later, that’s a decision you made that was correct at the time, and we will not assist.
Reverting a random roll will provide a new chance to roll for the same thing, so if an item is missing because it was used to obtain something else (like with crafting), and if randomness had an impact on the creation of the new item, we will not assist.
If an item went missing as a consequence of the service transfer from Gamigo to Kakao it is extremely unlikely that we will be able to help (but it won’t hurt to ask).
What if my situation doesn’t fit any of the above?
If you’re uncertain about whether or not we will be able to assist, please contact us anyway. We’re not machines, and there’s room in the Missing Items form to explain what’s happened.