i need some help please!

[JOEYdaBULL_2609268]

im posting this for someone in my guild. last week she was playing on her account and her pc froze and she dose not use wifi. she tryed logging into her account from her bothers pc and it promted her to make a new account when she was useing the same email she signed up with. so she was able to make a new account but not able to log in her original account. anyone know what happen? she submitted 2 tickets and got no answer. how can she get her account back? cause just to let us know of this issue she did create a new account and she wants her old account back.

[JOEYdaBULL_2609268]

also forgot to add that the account is lev 69 and almost 2mil power and it still shows in the guild roster so her account is still there she just can't get into it.

[Cuddles_1461020]

check to see if it's the same server.
such as
100.tynon.com
117.tynon.com
119.tynon.com
etc. Do you remember which server she played on?

[JOEYdaBULL_2609268]

server 117. she said that she selects 117 and tries to log in and it promps her to make a new account so she made a new account useing the same email that she used to to sign up with the original account

check to see if it's the same server.
such as
100.tynon.com
117.tynon.com
119.tynon.com
etc. Do you remember which server she played on?

[Andy]

You need to open a ticket with that information.

[JOEYdaBULL_2609268]

she been there done that and this is the issue she gave me her info i was able to log her account from my pc. so i went on teamviewer with her and showed her what i did and it would not log in on her pc kept saying invalid current password ok. and i know i was entering it rite cause i was just on the account in question. now after i got off teamviewer i tryed to log in from my pc and it said the same thing invalid current password.

You need to open a ticket with that information.

[Andy]

There is nothing that we can do. We do not have any special access to uCool. A ticket is the only way. Sorry.

[kaisim_2492829]

You need to open a ticket with that information.

i wonder if there was some sort of sweep because this is not the only case that was recently.

[Andy]

The first thing to do when you are prompted to create a new character when logging on is to make sure that you are using the correct email address and server.

There is an ongoing problem where the character on a specific server is 'lost'. It is still listed on the rankings and on the Guild roster (if it is in a Guild) but if the user tries to log on to the server he gets prompted to create a new character. It does not happen frequently but it does happen. The way to have it fixed is to log on to www.tynon.com using your account and submit a ticket explaining the situation and providing the the server that you are having trouble with and the character name.

If the user is not able to log on to the account at www.tynon.com that is a tottaly different issue. That can be caused if the account has been locked out by uCool or by the user using the wrong email address or password. There has been some cases where the account was hijacked and the password changed and that could account for it.

uCool implemented a password recovery process that uses either a challenge question or you can request that the password be sent to the email address of the account. If the original email address used to set up the account is no longer valid, there is a place in the account profile to provide an alternate address.

If you are unable to log on, the challenge question does not work and you do not receive an email with the password when you request it, then it is possible that the account was hijacked and the password, challenge question and alternate email address changed. The following are the instructions displayed when you click on the 'Forgot password' link

• Forget Password?
  Choose a way to Retrieve your password
• 1. Retrieve your password by your registered email.
• 2. Retrieve your password by verifying account protection questions.
• 3. If you can not retrieve your password through the methods above, please contactpassword@ucool.com.

[jd78_3604385]

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