Announcement Account Information and Management

Newsletter Subscription & Informations​

Subscription

All players have the option to subscribe / UN-subscribe from our newsletters after the registration process. This option is available via the User Data Change function on our website.

To check this out go to the top right corner of the main page >> manage account >> newsletter

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Please keep in mind that you need to validate your E-Mail address before the subscribe / UN-subscribe action takes place.

I'm already registered, how do I sign up for the newsletter?
Go to your home page >> manage account and select the Newsletter option as shown below, and select the "yes" option.

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What happens next?
You will now be sent an email asking you to confirm your changes. You are now subscribed to the newsletter. Make sure you add newsletter@news.drakensangonline.com and newsletter@news.bigpoint.com to your contacts to avoid it going to spam.

Please note: if you have previously requested that your email address be blacklisted, then you will not receive the newsletter until you write to support to have your name removed from the email blacklist.
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Your Bonus and Informations

From time to time, we send you some informations related to the latests news in Drakensang!

Most of time, we send some information related to the latest releases and features, but... sometimes we also send you some special rewards, like bonus codes or awesome prizes. There is also a place where you can be informed of the newest promotions/sales in Dracania.

Often we also send some packages to bring back some players that are not logging in into the game for a long time!

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User ID & Server Information​

When sending in a Support message regarding your account or chat issues, please include your User ID number and Server that you play on.

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I connect to the game via a third-party website or Facebook. How can I find my User ID?
Log in to the game via your usual means. While logged in, contact support and request the details.
Important: either use the link below the game, or the one in the main menu. Do not use other means, or support cannot verify who you are, and will not share the information.

If you are simply requesting details for a forum contest, state the forum account you have linked to your game account, and the server you play on, and support can provide the details.

 

Changing Password and Email Address​

To change your password (or e-mail), sign-in, select Manage account and follow the directions.

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Password Change

Type in your new desired password and enter the security code. Then, click "Next" when complete.
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Sign into your email to confirm the password change.
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If you do not know your password, you cannot sign in. On the main DSO page you will find:

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Click on Forgot your password?

If you have serious difficulties or if these features do not do what you want, submit a Support Ticket.
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Change Email Address

Select the second icon on the left-hand bar and enter your desired email address.

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Then, an email will be sent to your old email address. Confirm the interest to change your email linked to the account.

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Then, an email will be sent to your new email address. Click the link in the email to confirm the change. Your email change is now complete.

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Confirmation​

After signing up for Drakensang Online, you will receive a message from mail@email.drakensangonline.com, and all player are highly encouraged to "confirm" your email address:

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Depending on the portal through which you register, you may receive a bonus package for signing up (awarded to one character per server).

Players who sign up directly through the main Bigpoint portal will receive this package listed below:

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Account Safety​

1. Validate your e-mail immediately after registration

• Make sure your e-mail address is correct – check for spelling mistakes / no fake email addresses can be used
• Ensure you have permanent access to your e-mail address
• No "shared" email addresses should be used
• Look here at - "How to verify your e-mail address"
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2. Choosing the right password:

• Never use the same password as on other sites / email accounts, etc.
• Never use your nickname as a password
• Your email account password should not be the same as your game account password
• Never use simple words or combinations of numbers, such as, "qwerty", "123456", "password" or something similar.
• Change your password regularly
• The password should contain both lowercase and uppercase letters, combinations of numbers as well as special characters
• Never save passwords via the password reminder function in your browser
• The longer and more complicated - the better; however, BP does have a character limit of characters.
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3. Spam and In-game Messaging

• In-game messaging or chat (private rooms, group chat rooms)

o Account theft by other users (e.g. I'll give you .. premium, game currency, etc., I need your password)
o Account theft by alleged account exchange (e.g. Let's swap our accounts)
o Account theft by fake admins (username that is similar to those of our admins, etc. ...)
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• Never give your password or other account data to others
• Spam:

o Check the sender address when receiving messages
o Data changes: only click on the link if it was sent by us
o In the official emails from Bigpoint, we will never ask you for your password
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• Only add trusted people for your private messenger programs or social networks (Skype, ICQ, MSN, Facebook, etc):

o The fraudsters may try to contact you with names that are similar to our Moderators: yhey may offer benefits, award positions within the team, or allegedly say they have to verify something, otherwise the account will be locked, but you should never reveal your login data.
o Support/Moderators will never ask for your personal information!
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Note: do not hesitate to contact our Support Team if you experienced any of these situations!

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4. Programs/software that are not Bigpoint-verified

• Links from strangers, including bot programs, could be malicious applications (keylogger, trojan, etc). Users should, of course, never install anything.​

5. Private data

• Private data, such as your full name, birthdate or email address should never be revealed.​

6. Account sharing

• Never share an account (it is also forbidden, according to Terms & Conditions). You never know if the person you have shared your account with will "turn" and steal the account.
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7. Phishing
The most powerful weapon against phishing is common sense and the following rules that every user should oblige to.

• If you are not a customer of the site delete the email immediately. Don't click on the link or reply.
• If you are a customer and you are not sure if the email is legit do one of the following:
• Contact the institute by phone or contact at the official website (do not use the email link of course) and ask if the mail is official.
• Instead of using the link provided, open the website by typing in the official link there. The site should have news about the email on their starting page. (most of the time). If not, use 2a to verify the email. Thankfully though there are quite a few tools out there to aid and protect the user against phishing attacks.
• Most web browsers these days come with phishing protection enabled. The lists that they use are usually updated several times a day. It has to be noted though that they only detect phishing websites that are already in the list.
• Several email clients, like Mozilla Thunderbird, but also online email services, like Gmail or Yahoo Mail, make use of phishing protection as well.
• Internet security programs do come with phishing protection as well.
• Password managers can be an excellent aid. If you have saved the login for a website in the password manager you usually can login automatically (Last Pass for example supports that option). The password manager will only work on the real website and not the phishing website.
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The most powerful protection again is the user’s common sense. Here are a few pointers on how to detect if a website is real or a phishing site:

• Check the URL in the address bar. Is it pointing to the right website? Make sure you look close for chars that look similar, e.g. o and 0.
• Is it an https website? Is the certificate valid?
• Does the website look different? Open another web browser tab to enter the URL manually just to be on the same side (if you have opened an external link)
Firefox has a protection system for phishing, you can read more here:
http://www.ghacks.net/2009/10/06/tes...on-in-firefox/
For windows users and Internet explorer users here is info for you:
http://windows.microsoft.com/en-US/w...-questions-IE9
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8. Liability
The account owner is responsible at all times for the security of their account. This responsibility also includes selecting a secure password and keeping it confidential from third parties. Bigpoint cannot be held responsible for the loss of an account or account data. No data was changed, or taken, on our side and therefore we are unable to return the account to you.

 

Customer Support (EN)​

drakensang.com > Support​

For common questions & answers, use the forum search function. You can also find many answers in the DSO FAQ.

Contact customer support to get the help you need. Please directly contact the language team, with which you registered your account, for the best response time.

PS: In case you don't see your language in the listed languages below, ALWAYS contact the English support team

CS DE EL EN ES HU PL PT RO RU SK TR​

Submitting a Support Ticket:

To ensure your question gets sorted efficiently, select the correct type of question:

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Enter a detailed description of your issue and be sure to include your User ID, server and character name.
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Communication:

Once you message has been received, an automated message will be sent to your email address. This will be your direct line of communication for this ticket. "Reply" to this message if you would like to attach images or provide any additional information.

One or more members of the Support staff will contact you shortly to help resolve your question. Depending on the availability of Support, responses may take up to 48 hours.

If you would like to request a status update on your ticket, reply to the email message asking for any new information. Do not create a new ticket with the same issue; this will only clog the queue and slow down response time.

Once you are satisfied with the Support response, your ticket is now closed. For future questions, please open up a new ticket so that it can be processed properly. Please, answer to the survey that was sent to you! This will help our Support Team to improve their service.
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Forum or Support Ticket?
Some types of questions are best suited for discussion on the forums, while others should only be discussed through a Support ticket. Here are a few categories / questions you may encounter and some tips that will help you make the most out of your effort and time:

Suggestions & Feedback about the game.

Forum. Make use of the forums to share your suggestions and discuss the pros (and possible cons) with other players. We prefer very clear suggestions and support innovative ideas with the most positive feedback from the community. Introduce your ideas now in the Creative Corner!

Your feedback is important to us. Share feedback with your peers and join in many of the active discussions on the board. Praise! Complain! Let us know how you feel about the game. As always, constructive feedback will be most useful. Posting on the forums will also help us keep all the feedback on current topics and other issues centralized.
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Reporting Players (Cheating, botting, foul language...).

Support. To avoid witch hunts and defamation on the open forums, contact Support to privately report any players behaving badly. Include any evidence (images (only full screens and not cropped), videos, observations).
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Missing or Accidentally Deleted Items...

Support. For questions dealing with activity on your account, contact support to look into you record in order to best assist you. Include as much detail as you can recall (timeline, item description...).

You can also find the policy regarding deleted items HERE.
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General Game Question.

Forum. Other players may have the same question as yourself. Post game-related questions on the forums and receive expert advice from the experienced gamers on the forums.
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Technical Question.

Forum / Support. First check the Official Announcement for any news regarding maintenance, updates and known issues. Rule out common causes of errors by following the steps in the Technical Guide. Then, look through the Technical Support sub-forums for others who may be experiencing the same issues as yourself. If you cannot figure out the cause of your problem, include a detailed description of the bug or error and fill out a Bug Report. Post it on the forums or send to support. Pictures can be helpful when trying to determine the cause of the error.
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I was told to contact another language team. How do I do that?
Change the language you are currently playing in, and the language team you will be redirected to will change accordingly.