• If you're missing an item since the merge, report it here.
  • If you're missing a character since the merge, report it here.
  • If you have other questions not answered here, click the Contact Us button at the bottom of this page.

Compensation for unused AAU Game Time Coupons

We regret to inform you that due to unforeseen circumstances, the compensation for unused Game Time Coupons will not be delivered this week as intended.

Instead, the delivery has had to be rescheduled, and the compensation coupons will be issued with next week's maintenance (December 14).

Update: December 19

The remaining un-issued coupons have now been issued. If you still have not received all of the compensation time you're entitled to, please let us know.

Update: December 19

Compensation coupons were distributed yesterday afternoon. We are currently investigating reports that some users did not receive the correct amount of compensation.

Update: December 14

The delivery has been rescheduled to December 15.

Failed to Initialize Steam module

We have seen reports that some users encounter the following error when starting the launcher from Steam.

Steam treated ArcheAge and ArcheAge: Unchained as separate and different game. After the Merge, ArcheAge: Unchained is no longer available in the Steam Store (although it still shows in the Steam Library of players who had it). 

To resolve the error above, make sure you're starting the Launcher using ArcheAge game in Steam - not ArcheAge: Unchained.

Unable to transfer from Gamigo

Please note that since the Version Merge on November 30, 2023, it is no longer possible to transfer accounts from Gamigo to Kakao. This is an intended consequence of the merge, and Customer Support is not able to assist with accounts that were not transferred before this date

Name Change Tickets Not Available

We're aware that it's currently not possible to purchase a character name change from the ArcheAge Shop. This is under review and we hope to be able to provide character name changes through the shop in the near future.

Patron Package 120 Days - incorrect duration [RESOLVED]

We're aware of an issue with the Patron Package 120 product in our Web Shop. When the product is received via in-game mail it will appear to have a duration of 60 days. This is a display issue, and Patron status will be correctly applied for 120 days.

Shop, Web Inventory, and Marketplace Closed

As a matter of caution, the ArcheAge Shop and the Web Inventory on our website as well as the in-game Marketplace will remain closed during the first three hours after the servers open. This is intended, and provided no critical issues arise, these features will be available as normal once the three hours are up.

Update: 19:00 UTC, December 1

The  ArcheAge Shop and the Web Inventory are now open.

Update: 16:43 UTC, December 1

The in-game Marketplace has been opened. The Shop and the Web Inventory will open at 19.00 UTC as scheduled.

Launcher: Failed to Initialize [RESOLVED]

We're aware that some players are receiving the error message "Failed to Initialize" when running the launcher. This is under investigation, and we're hoping for a swift resolution.

Launcher initialization failed.

(please note: there is no need to contact Customer Support about this)

Update: 15:00 UTC, December 1

The issue with the launcher has been identified, and all players should now be able to patch the game. The servers will open as planned at 16.00 UTC.

As a token of appreciation for your patience, all players will receive 1x Heir Reward Box with next week's maintenance (December 7, 2023).

Update: 12:30 UTC, December 1

To resolve the issue, and to ensure everyone has a chance to patch the game before the servers open, the maintenance has been extended to 15.00 16.00 UTC. Official announcement.  (apologies for the mistake - 15.00 was the time for the next update). 


Daru Mission: Hiram Mountains and Daru Mission: Seize or Be Seized:

We are aware that there is an issue with the items "Daru Mission: Seize or Be Seized" and "Daru Mission: Hiram Mountains". This is currently under investigation, and we will be keeping you updated.