95% of all account 'hackings' are not true hackings. They occur because a player has given their password out to a 'friend,' who then takes advantage of that information. Players do this because the 'friend' has promised them in-game items or gold or Z-Tokens. We have no control over what information you give to another player, but you do. Remember, we do not allow people to share, trade or give away accounts.

We take account security very seriously, especially Guardian accounts. If you cannot log into your account because:

• you think it has been hacked
• you forgot your password
• you cannot log into your account
• you get the message ‘Account Not Found,’

your account security may have been compromised.

Try using the Lost Password page to recover your password first.

If that does not work and you have a paid account, please try the Automated Recovery Page.

If you cannot retrieve your account information with the Lost Password page, and the Automated recovery page does not work for you, please follow the instructions listed below.

The only way to recover your account is to provide the information requested below. If you do not provide the information that we need, we will not be able to assist you in recovering your account.

Be aware, we never receive your financial information. This information is only received by the company that processes your payments, such as PayPal, ClickAndBuy, Cherry Credits, etc. So your financial information is not compromised if your player account is compromised.

Using the webform below, please send us:

• Your account user name
• Your character name(s)
• Your email address that you signed up with
• Lost Password or Account Hacked or Account not Found
  (specify which applies to you)

You also need to send one of the following pieces of information:

• If you paid with PayPal: Your PayPal transaction ID from your Guardian Upgrade (not from an XBoost or ztoken upgrade)
• If you paid with a Game Upgrade card, your upgrade card PIN number
• If you paid with Secure Credit Card (PayPal Pro): Your PayPal transaction ID number
• If you paid with Cherry Credits: Your Cherry Credits Transaction ID number
• If you paid with PayByCash: Your PayByCash Transaction ID number
• If you paid with ClickAndBuy: Your ClickAndBuy External BDR-ID (this is your transaction id), Customer Reference Number & the exact email address used with your ClickAndBuy payment
• If you paid with a check or money order: Your check or money order number

If you do not have one of the above, please provide:
Your AQ Notify email that your email address or your password were changed. Copy and paste this entire email into the webform.

If you did not use a valid email address, you would not have received the AQ Notify email. Without either the AQ Notify email, or the transaction id from one of the above payment methods, we will not be able to help you recover your account. If you do not have any of the above information, please send us an email and let us know what you do have. If your ip address matches the account creation ip address, we may be able to assist you.

Because fraudulent attempts to obtain account information are all too common on the internet, we will not hesitate to contact the authorities in the event that there is suspicion of any account theft.

If you do not provide all of the required information, we will not be able to help you.

Please make sure to COPY and PASTE your Transaction ID, as it is case sensitive.

Click here to send us a message about this problem.