[Updated 11/24/2021] If you wish to request a Consumed Item Restoration, an Item Refund, an Item Resealing, an Item Reversal, or an Item Transfer, we may be able to help based on the eligibility criteria below.
Please note, it's important to send your request to our support team as early as possible. If too much time has passed between the in-game event you are reporting about and your request, we may not be able to assist.
Please make sure to familiarize yourself with the below Restoration Tokens system, and read the eligibility criteria for your request before you create it.
Restoration Tokens:
- Each NCSOFT account is granted 3 B&S restoration tokens twice per calendar year (3 tokens on January 1st, and 3 tokens on July 1st). These tokens do not carry over. When you receive your new tokens, all unused tokens are removed from your account. Tokens can be used for any request falling into the below restoration categories.
- Each item or item stack restored, resealed, reversed or transferred uses 1 restoration token. The NCSOFT Support Team will let you know how many restoration tokens will be used, and how many will remain on your account before making any changes to it.
- If an item is not eligible for a restoration, the NCSOFT Support Team will let you know in response to your request.
- The NCSOFT Support Team reserves the right to make exceptions depending on the context of the request, and the standing of the requester's account.
- The NCSOFT Support Team reserves the right to deny a restoration/resealing/reversal/transfer request, even if the item was eligible to be restored/resealed/reversed/transferred in the past.
Eligibility:
- Consumed Items Restoration:
- The item was consumed no longer than 7 days before you created your request.
- You have enough restoration tokens on your account (one for each item or item stack).
- Certain consumables are not eligible to be restored. The NCSOFT Support Team will let you know if your item is eligible to be restored in response to your request.
- Item Refund:
- The item was purchased from NPCs no longer than 30 days before you created your request
- The item was purchased from NPCs using but not limited to Gold, Zen Beans, Battlefield Points, Tokens, Solar Energy, and Event currencies.
- The item must not be broken, consumed or altered.
- You have enough restoration tokens on your account(one of each item).
- Certain items are not eligible for refund. The NCSOFT Support Team will let you you know if your item is eligible to be refunded in response to your request
- Note: For NCoin Refunds, please check this policy.
- Item Resealing:
- The item was unsealed no longer than 7 days before you created your request.
- You have enough restoration tokens on your account (one for each item).
- Certain items are not eligible to be resealed. The NCSOFT Support Team will let you know if your item is eligible to be resealed in response to your request.
- Item Reversal:
- The item was last upgraded no longer than 60 days before you created your request.
- You have enough restoration tokens on your account (one for each item).
- Item Reversals are limited to 1 per category per 6 month period.
- Weapon/ Soulshield/ Armor/ Accessories (limit of 1 for each accessory type)/ Pet Aura/ Gems
- You request to revert an item by a maximum of 3 stages (mythical upgrade reversal requests can only be reverted by a maximum of 3 recent enchantment attempts).
- Certain items are not eligible to be reversed. The NCSOFT Support Team will let you know if your item is eligible to be reversed in response to your request.
- Please note that we are unable to restore bonus stats or enhancement for mythical accessories at this time.
- Attempts to alter the item in any way in order to bypass restoration limits will result in a sanction on your account and any other account(s) involved.
- Item Transfer:
- The item was obtained no longer than 90 days before you created your request.
- Certain outfits/cosmetics are an exception to this and can be transferred regardless of when the item was obtained.
- The characters must be on the same account.
- You have enough restoration tokens on your account (one for each item).
- Not all items are eligible to be transferred. Some of these ineligible items are listed here: Token-based Restoration Policy – Ineligible Items List (Item Transfer). Please note that this list does not contain all ineligible items and will be updated regularly. Additionally, the NCSOFT Support Team will let you know if your item is eligible for transfer in response to your request.
- The item was obtained no longer than 90 days before you created your request.
Treasure Trove Special Policy
Item selection may be redone or an item obtained from the Treasure Trove may be exchanged to a different item as long as the following eligibility criteria are met:
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- The item was obtained from the Treasure Trove no longer than 3 days before you created your request.
- The item must not be broken, consumed or altered.
- In swapping for a new item, you may only choose from the same list where you obtained your original item.
- You have enough restoration tokens on your account (one for each item).
- Certain items are not eligible for exchange. The NCSOFT Support Team will let you know if your item is eligible to be refunded in response to your request.
To submit your request, click here.