Should you be unfamiliar with the WEBZEN Customer Support system, the step-by-step guide below explains how to write a ticket and how to check the status or reply to any open tickets on your account.

Please be aware that the contents of your ticket as well as any answers you receive from WEBZEN Customer Support are confidential. We ask that you refrain from sharing them with any third party, whether through personal messages or by posting them on a public platform (e.g. in a forum).

Step 1:

Click the 'SUPPORT' button in the global navigation bar at the top of the webzen.com portal. Alternatively, you can click here.

Step 2:

Select the category that is most relevant to your inquiry.

• Email Change: For inquiries regarding your account, such as lost/inaccessible account details.
• gPotato Merge: For any inquiries related to merging your gPotato and WEBZEN accounts.
• Wcoin: For any inquiries related to billing or Wcoin issues (e.g. I topped up Wcoin but don't see it reflected on the account).
• Route Merge: For any inquiries related to merging your Route and WEBZEN accounts.
• Technical Issues: For any inquiries regarding technical client-side or server-side issues (e.g. The game client crashes as soon as I get to the character selection interface)
• Archlord 2, Age of Wulin, C9, Flyff, MU Online, MU Rebirth, Rappelz, Sevencore:For anygame-specific inquiries (e.g. I've encountered a bug when trying to enhance my weapon)

In the example below, we have selected 'Age of Wulin'

Step 3:

There are article links at the bottom of the page, which are some of the most common issues for the selected category. Select the article link that is most relevant to your issue. Even if there is no article related to your inquiry, you must select an article in order to submit a ticket.

Step 4:

You'll be taken to the next page that displays information on how to resolve the selected article. If the information doesn't resolve your issue or the information is not relevant to your issue, click 'Submit a Ticket’.



Before you submit the ticket you have the option to select a more detailed category of the inquiry, which helps us filter through all the tickets.

Step 5:

This is where you will enter the details regarding your inquiry. Depending on the issue, you can include an attachment (e.g. screenshot). Click 'OK' once you have filled out all of the appropriate text fields.

Please note that for security purposes the types of files that can be attached to tickets are limited, and depending on the file extension of your attachment, you may receive an error message when trying to attach a file.

For video files, we ask that you please use a third-party service such as YouTube (make sure to set your video to “Unlisted”), or any file-hosting service.

Step 6:

You will see the confirmation message once the ticket has been submitted. You will also receive an automated email sent to the account's registered email, which is a receipt of the ticket submitted.

Click 'My Tickets' to check the status of your ticket history. Here is what each ticket status means:

• Open - The ticket is waiting in the queue
• Escalated - The ticket has been escalated to a different member of the team, who is more suited to answer the query.
• Insufficient - This status could mean one of two things. First off, a member of WEBZEN Customer Support has responded to the ticket, and is waiting for a return response by you. Secondly, 'Insufficient' may mean that the inquiry has been resolved, but a member of the Support Team set the ticket status as 'Insufficient', so that you could reply with any additional information, if necessary.
• Report Received/Resolved/Closed - The ticket has been resolved or acknowledged by WEBZEN Customer Support, who will follow up accordingly on the inquiry. It's not possible to respond back to the ticket at this stage. However, if there is any additional information to be shared for any related inquiries, please submit a new ticket.

Besides viewing your ticket history after immediately submitting a ticket, you can also do so by following the steps below:

• Click the forum name at the top of the page
• Click 'My Profile'
• Click 'My Tickets'

Depending on the status of your ticket (insufficient, etc.), you may be able to reply directly to any response you received from WEBZEN Customer Support. To do so, click on the ticket summary (title) in your ticket history, and scroll down on the page that subsequently opens.

There you will see an option to send another message or additional attachments to WEBZEN Customer Support. Once you have entered the information you would like to send us, simply click the “Reopen” button.