Login Problems and How to Fix Them

This guide covers the most common problems when registering, signing in to the website, and logging in to the game.

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1. Website Sign-In Problems

"These credentials do not match our records"

Your username or password is wrong. Check the following:

• Use your username, not your email.
• Your password only contains lowercase letters and numbers. Turn off Caps Lock.
• If it still fails, use Forgot Password.

"Too many login attempts"

There were too many failed attempts in a short time. Wait until the time in the message has passed, then try again with the correct password. From a device that has never signed in to this account, the limit can last up to 1 hour.

The captcha does not load

1. Reload the page.
2. Check your internet connection.
3. Turn off your ad blocker or VPN for this website.
4. Try another browser.

My 2FA code is rejected

1. Make sure the clock on your phone is set automatically. A wrong clock produces wrong codes.
2. Wait for the next code, then try again.
3. If it still fails, use one of your recovery codes.
4. If you lost your recovery codes, see Account Security.

My passkey does not work

Make sure you are using the device or password manager where the passkey is stored, and that your browser is up to date. If it still fails, sign in with your username and password.

"This account is banned until ..."

The account is blocked until the time shown, and the reason is displayed when there is one. During that time, you cannot sign in to the website or the game. If you think this is a mistake, reach us through the Contact Us page.

I was signed out on my own

This is normal if:

• You were inactive for about 2 hours and did not use Remember me.
• Your password was just changed.
• Your session was logged out from another device.

If none of these apply, change your password right away and check Account Security.

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2. Registration Problems

Problem	Solution
Username rejected	Use 3 to 20 letters and numbers, without underscores, spaces, or symbols. If someone else already has it, choose another name
Full Name rejected	Use letters and spaces only, 32 characters at most
Email rejected	Use a gmail.com, icloud.com, or outlook.com address
Phone number rejected	Use an Indonesian number. Each number can only be used by one account
Password rejected	Use 6 to 12 characters, lowercase letters and numbers only
Too many registration attempts	Wait for the time in the message, then try again
Registration is closed	Registration is currently turned off. Try again later

The full rules are in How to Create an Account and Log In.

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3. Game Login Problems

Wrong username or password

The game uses the same username and password as the website.

1. Type both in lowercase.
2. Try signing in to the website with the same details.
3. If the website accepts them but the game does not, run Launcher.exe again so your client updates.
4. If the website also rejects them, use Forgot Password.

Login rejected after a new patch

Your client is not up to date. Run Launcher.exe and wait for the patch to finish. Full steps are in the Installation & Patch Guide.

The game does not ask for a 2FA code

This is normal. 2FA and passkeys only apply to the website.

The character list on the website is empty

Log in to the game and create a character first, then choose the correct server at the top of the dashboard.

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4. Still Having Trouble?

If you can still sign in to the website, open a support ticket. If you cannot sign in, use the Contact Us page.

Include your username, the time it happened, and a screenshot of the error message. Never send your password.