New World Support

Search

Penalty Categories

After a violation of the Code of Conduct results in a penalty, in-game messaging advises the player as to the category of the penalty.

Disclaimer: While representative, this isn't an exhaustive list of offenses that can result in a penalty. To protect the integrity of our community and foster a fun and safe space in which to play, we reserve the right to penalize any account or take other disciplinary actions at any time for any conduct that we determine to violate the spirit of the Code of Conduct or otherwise find to be inappropriate or harmful to the community.

Commerce Issues

If your account received a Commerce Issue penalty, this means that activity on your account has triggered the automated penalty due to issues with payment-related matters. We suggest reaching out to the official platform where you made your purchase (for example, Steam) or your bank to understand why there were issues with payment. This falls under one of the three following categories:

  • Fraud Detected
  • Chargeback or Refund Detected
  • Game Key Not Detected

Note: If you remove a game key or items, you can reinstate your account by re-adding or re-purchasing them. Reach out to the official platform where you made your purchase for more assistance.

Cheating

Section 3 within the Code of Conduct outlines the guideline: "play fair." A Cheating penalty means that the player violated that guideline.

Violations include, but aren't limited to:

  • Botting
    • Example: Using an automated program that plays the game on behalf of a human player.
  • Exploiting a bug
    • Example: Discovering an item dupe and duplicating the item, resulting in an unfair advantage.
  • Real Money Trade - Buying
    • Example: Receiving suspicious amounts of in game currency from verified RMT sellers.
  • Real Money Trade - Selling
    • Example: Advertising or providing, leveling services or item trades for real life currency.
  • Tampering with game files
    • Example: Discovering that by altering game settings in a certain sequence you can modify gameplay experience.
  • Account Sharing
    • Example: Sharing your account with other players to help farm items.
  • Known cheat program detected
    • Example: Using a known cheating program in game.

Disruptive Behavior

Sections 1 and 2 within the Code of Conduct outline the following guidelines: "Treating others the way they want to be treated" and "Playing to enjoy the game." A Disruptive Behavior penalty means the player engaged in disruptive behaviors that violate those guidelines.

Violations include, but are not limited to:

  • Harassing/Threatening Players
    • Example: Continually sending messages to the same player against their wishes.
    • Example: Harassing Amazon Games employees (including developers and support agents) both in-game and out of game.
  • Discriminating against other groups
    • Example: Actively encouraging others to mock a group or class of people due to their race, religion, skin color, gender/sexual identity, ethnicity, disability, origins, and more.
  • Revealing personal information
    • Example: Revealing personal information of another player without their consent.
  • Bullying
    • Example: Taking part in or encouraging others to be verbally negative towards another player.
  • Toxicity
    • Example: Berating other players for struggling in group content.
  • Scamming
    • Example: Intentionally scamming another player for an in-game item or currency by misleading them to believe otherwise.
  • Griefing / Trolling
    • Example: Repeatedly dying in events to grief allied players.
  • Impeding/Sabotaging group play
    • Example: Refusing to proceed to the next stage of the dungeon unless the other players pay gold.
  • Impersonating as an Amazon Games Staff
    • Example: Pretending to be an AGS staff to mislead players in-game.

Abusive Language

Section 1 within the Code of Conduct outlines the guideline: "Treating others the way they want to be treated." An Abusive Language penalty means the player engaged in behavior that violates that guideline.

Violations include, but aren't limited to:

  • Vulgar / Offensive Remarks
    • Example: Making sexually explicit remarks to another player or an official game representative.
  • Hate Speech / Racist Language
    • Example: Actively typing in chat about negative stereotypes of a group or class of people due to their race, religion, skin color, gender or sexual identity, ethnicity, disability, origins, and more.

Naming Policy Violation

The Amazon Games Naming Policy prohibits offensive names. A Naming Policy Violation penalty means that the player used an in-game player, guild, company, or group name that violates this guideline.

Violations include, but are not limited to:

  • Naming Policy Violation
    • Example: Using offensive names that include abusive language, hate speech, and more.

Note: Temporary Lockouts indicate a temporary lock on your account while a GM investigates a bug you reported or due to account compromise. If the temporary lockout isn't resolved, please contact customer support for investigation.

If you have reviewed the Code of Conduct and believe that you received your penalty in error, you can appeal your penalty here.