Thank you for contacting our customer support.
Please read the following instructions carefully.
This is a short list of frequently asked questions (FAQ).
If your question is among them please find the respective answer
at the bottom of this email.
What do I have to do to join Tibia?
Is Tibia free?
What are Premium Accounts and how do I get one?
My Premium Account has not been activated. What is wrong?
I have received the message "No server running on host."
What is the problem?
I have forgotten my account number or password. What can I do?
I have received the message "Account disabled for five minutes."
What is the problem?
Someone got access to my account and changed my password
(usually called "hacking"). What can I do?
I have changed my email address to an invalid one.
What can I do?
My email account has been hacked. What can I do?
Why am I banished?
How can I complain about the behaviour of another player?
If you cannot find the answer your are looking for on our website
you may consider posting your question on our forum's help board: http://www.tibia.com/forum/?subtopic=board&boardid=13
It is regularly checked by experienced players who will be glad to
offer help.
Moreover, as Tibia is an online game there is always the option to
enter the game and to directly address other players. If you do not
find anybody who can help you out you can use the counsellor request
(press CTRL + R when logged into the game) in order to contact a
counsellor or a gamemaster.
A final option is to send an email to our customer support team.
If you choose to do so, please pay attention to the following rules:
- Make sure that you only write about one topic at a time. If there
is more than one question you would like to ask us please send
several emails. We will answer them all, one by one.
- Be brief. Also, please give your email an appropriate subject
title so that we know immediately what your request is about.
- Include all necessary data, especially your character's name and
your order reference number.
- Write your email in English or German. Unfortunately, we cannot
answer emails in any other language.
- Do not use uncommon abbreviations.
- Send your email to support@tibia.com and our support team will
be glad to help you.
- Allow some days for the answer. Do not send your request more
than once - this will not speed up the process.
- Please understand that we cannot answer every single email.
We reserve the right not to answer requests which we deem of little
importance, especially if they are made by customers without Premium
Accounts.
Thank you very much for your cooperation!
Your Tibia customer support team
PS: This email has been generated automatically. Please do not send
a reply to this address.
Q: What do I have to do to join Tibia?
A: Joining Tibia is easy. Please follow these instructions:
- Sign up at http://www.tibia.com/home/?subtopic=signup in order
to create an account. You will receive an account number, which
will be shown to you on the website, as well as a password that
we will send to you by email.
- Log into your account at http://www.tibia.com/home/?subtopic=account
and create a character by clicking on the corresponding button.
- Download the client program at http://www.tibia.com/home/?subtopic=download,
install it onto your computer, and execute it.
Now you are ready to enter the game!
Q: Is Tibia free?
A: Yes! You can play free of charge for as long as you want.
However, if you like the game, you may consider upgrading your
free account to a Premium Account. Only then will you get the
additional benefits and enjoy the full Tibia experience!
Just log into your account and click on "Get Premium Account"
to find out about the benefits as well as the available
payment methods.
Q: What are Premium Accounts and how do I get one?
A: A Premium Account gives you special abilities and advantages
inside and outside of the game. Just log into your account and
click on "Get Premium Account" to find out about the benefits
as well as the available payment methods. Follow the instructions
given there to order your Premium Account.
: My Premium Account has not been activated. What is wrong?
A: The Premium Account will not be activated until our payment service
provider ShareIt (www.shareit.com) has confirmed your payment.
Please allow some time for this to happen - depending on the chosen
payment method as well as your location it can take up to three
weeks until your payment has arrived, especially if you have paid
by using check, bank transfer, or by sending cash. To check the
current status of your payment please contact ShareIt via email at
support@shareit.de or hotline:
USA: +1 (724) 850 8186
Germany: +49 (0)221 31088-0
France: +33 (0)1 49 19 26 54
Please remember to always state your order reference number when
dealing with ShareIt.
Q: I have received the message "No server running on host."
What is the problem?
A: If this message appears the server is offline due to maintenance
or due to a technical problem. Please be patient until the server
can be restarted. Also, if you have recently logged into the test
server it is possible that the "Test Server Login" is still
enabled at your client's network options. Remove the tick at the
corresponding option in order to allow access to the regular
servers. Finally, there is a third possibility: The connection
to our server may have been prevented by a proxy or by a firewall
that protects your computer. Please make sure that connections
to port 7171 of our servers are allowed.
Q: I have forgotten my account number or password. What can I do?
A: In this case you have to use our web interface at http://www.tibia.com/service/?subtopic=lostaccount
and select the problem you have. Your account number or password
will be instantly sent to your registered email address once
you have proved that you are the rightful owner.
Q: I have received the message "Account disabled for five minutes."
What is the problem?
A: As a rule this happens if you enter a wrong password five times
in a row. However, it is also possible that somebody is trying
to hack your account! Please have a look on our website at http://www.tibia.com/guide/?subtopic=security for some hints on
how to protect yourself from hacking. If you have forgotten your
password or a hacker has changed it, you can use our web
interface (see previous question) to have the current password
sent to you.
Q: Someone got access to my account and changed my password (usually
called "hacking"). What can I do?
A: At first you should find out how someone else could get your
account data and make sure that this cannot happen again!
You will find some useful hints on how to do so at our security page http://www.tibia.com/guide/?subtopic=security.
Once your computer is safe from any hacking tool you can get back
access to your account by using our web interface at http://www.tibia.com/service/?subtopic=lostaccount.
Q: I have changed my email address to an invalid one. What now?
A: Just wait. If you do not log in within 24 hours after changing
your email address, the email and password changes will be
cancelled. Please note, however, that this is only possible
if the original email address has not been assigned to another
Tibia account in the meantime. If this should be the case please
change the email address of the other account.
Q: My email account has been hacked. What can I do?
A: We consider the owner of the email account to be the rightful
owner of the Tibia account. Please contact your email provider
to get back your email account. Only then will you get access
to your Tibia account. We regret to say that if your provider
cannot help you, there is nothing we can do for you.
Q: Why am I banished?
A: If your account or one of your characters has been banished and
you do not understand the reason or you want to protest against
the banishment, please read the "Tibia Rules" at http://www.tibia.com/community/?subtopic=tibiarules.
Then you can use the complaint system on the web. Log into your
account and click on the corresponding entry in your criminal
record. A new page will open in which you can post a message to
the gamemaster who imposed the banishment on you.
Q: How can I complain about other players?
A: In Tibia there are so-called gamemasters that take care of the
game. They have the power to kick players who offend the
"Tibia Rules" out of the game. You can contact any gamemaster
or counsellor (the gamemasters' assistants) who is currently
online by using the counsellor request (press CTRL + R when
logged into the game). Alternatively, you may consider posting
your complaint on the gamemaster board at http://www.tibia.com/forum/?subtopic=board&boardid=14.
