Recovery Policy

• Players wishing to recover accidental salvaged items must submit a recovery request through this support site within 7 days from the date of the loss.
• Loss of items, in the following case is not subject to recovery or compensation:
  • Loss in cases where account theft occurs.
    • Players are responsible for the security of their accounts and can demonstrate proactive account security by setting up multi-factor authentication on Steam, PlayStation, and Xbox.

Recovery Guidelines

• Players will be granted one courtesy service requests for recovery eligible use cases within the first 90 days of their account creation. Post 90 days of account creation, players will be granted one courtesy service request per 90 days.

Eligible Recovery Requests

• Accidental salvage of the wrong item.
  • Once every 90 days

Ineligible Recovery Requests

• Deleted characters are not eligible for recovery requests.
  • Exceptions can made in certain circumstances. For example, a verified compromised account or Known Issue.
• Accidental purchase of wrong item.
• Items lost or consumed due to incorrect crafting.
• Mistakenly traded an item while using the Trading Post (Buy/Sell.)
• Restoring a disbanded Company.
• Restoring revoked Company privileges.
• Issues relating to compromised accounts.
• Lost gold from Company

Disclaimer

• Recovery may be limited for losses incurred by the intentional acts of the player, for items that violate system settings, or for items that may be exploited in the game.
• Recovery per item is processed based on archived data. Losses for which no record exists cannot be recovered.
• Recovery is generally possible if less than 7 days have passed since the loss occurred (including the day of the incident). If more than 7 days have passed, recovery may not be possible because verifying the data may be too difficult.

If after reviewing this policy you believe you have an eligible recovery request, please contact customer support and provide details surrounding your situation.