Short answer: Maybe, it depends...
Sometimes, we're able to help, and sometimes not. This article will give you a better idea of what to expect, and it will let you know what information we need in order to look for your missing item. Please have a look, and if you have any questions, don't hesitate to ask.
What information do we need?
Before we can 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 if the character is in the Europe or North America region.
If you lost the item before the Version Merge (November 30, 2023), we will need to know what server the character was on, as well as its pre-Merge name.
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't we 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 and there is RNG involved (like with some kinds of crafting), we will not assist. This applies even if the mistake is reported right away.
If an item went missing before (or as a consequence of) the service transfer from Gamigo to Kakao we will not be able to assist.
What if my situation doesn’t fit any of the above?
- If you want to ask about an expired item, use this page.
- If you claimed a reward on the wrong character, use this page.
- If you claimed the wrong reward from a box, use this page.
- If your house was demolished and you didn't get everything back that you should have, use this page.
Each of the above pages has a dedicated contact form linked to it. Using that form helps us identify and process your request more efficiently.
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.