Why won't you reset my password?

We understand that remembering your password can be difficult, and we will do our best to help you.


When you contact our customer support to request a new password, we have to ensure you’re the rightful owner of the account. That is why we ask for additional documentation, specifically proof of payment (VIP/StarCoins) for that specific account.


Without this safeguard there is a risk that a player could write to us and unrightfully claim your account. We take matters of privacy seriously, and to keep your personal information and account safe, it is a necessity that we request this extra information. 


What if I don’t have a receipt?


Players who have not added an email in their account, have never made a purchase, or who cannot provide a receipt for previous purchases, will likely not be able to get lost accounts back, not even if they write to Support. 


With this perspective in mind, we hope for your understanding, and hope you will use email confirmation in your current and future accounts. 


We encourage you to read through our article here about safeguarding your account, as account theft is preventable.

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