Frequently Asked Questions

Account Support

You can select a platform you wish to link upon the initial access to the game.

You can also do it after accessing the game with your guest account by accessing your game option;

Menu [at the bottom left] > Options [cogwheel] > Link Account.

*The gameplay data might be lost if you do not link your guest account.

Playing the game with a guest account may result in gameplay data lost.

[Possible cause of losing gameplay data]

- Deleting and reinstalling the game before linking the account
- Deleting data before linking the account
- Changing a device before linking the account

[How to check the current account status]

Menu [at the bottom left] > Options [cogwheel] > Link Account.

Please enjoy the game after linking your account for a safer gameplay.

* If you linked your account with Google and changed the OS, the Google login might not be supported. We recommend that you to link your account with Facebook instead.

In case of an account loss (account deletion, etc.);

Please note that if you delete cache/data and reinstall the app or log out, etc. before linking your account with Facebook or Google, all the gameplay data including all paid items will be deleted.

As we do not collect your account information, we cannot provide any help with an account loss.

It is not possible to switch your already linked account to another one.

If you want to start a new game with a new account, you could unlink your account and delete/reinstall the game

We do not have access to your Facebook, Google or Apple account so it is not possible for us to verify if it is a legit case of theft, hence we will be unable to provide any assistance with the restoration of your items.

For problem with your Facebook/Google account, please contact them directly through the URLs below.


[Facebook Customer Service]

- Facebook customer service regarding account issues: https://www.facebook.com/help/163632097095097


[Google Customer Service]

- Google customer service regarding account issues: https://support.google.com/accounts/?hl=en#topic=3382296


[Apple Customer Service]

- Apple customer service regarding account issues: https://support.apple.com/en-us/HT204169#us-can

If you have already linked your account, you can continue using the account even after changing your device.

If you were using a guest account, all game data would be lost and you will not be able to continue using it upon changing of device.

Please make sure to link your account when playing the game.

Billing Support

Razer Gold is a virtual credit backed by Razer for gamers. For detailed information please visit https://gold.razer.com/help?section=0

We are unable to exchange items that have been confirmed for purchase.

You may like to submit a refund request with our customer service team, for a full refund.

A new purchase on the desired item may be made again online on your end.

Gravity Game Hub has no additional or hidden charges.

There may be additional transactional fees with your issuing bank and you are advised to check with your respective card-issuing bank for more information.

Gravity Game Hub will not reimburse customers for any fees imposed by your card-issuing bank. All payment methods mentioned are subjected to the country’s participating bank policy.

The error may occur due to a network connection issue.

If you did not receive an item after purchasing, please close the app and restart it.

If the problem still persists, please contact our customer service.

[Required information for 1:1 Inquiry]

- Inquiry details:

- Payment date & time:

- Character name:

- Purchased item name & price:

- A screenshot of the receipt:

* As for orders made on Google Play, please check your Google email for the receipt.
Please submit the above inquiry to our customer service. We’ll do our best to check out the issue as soon as possible.

The error may occur due to a network connection issue.

For iOS(iPhone), all payments are handled by Apple hence you will have to contact them directly.

[How to request for a refund]

Apple Support > Start > Select iPhone/iPad
Select iTunes Store, App Store or iBook Store
Select ‘How to restore lost purchases’
Select ‘Receive an email reply’
Write your name/email address, etc. on the contact information field
Refer to the followings to fill in the detailed information field

- Device: The device model of your iPhone or iPad

- App: Ragnarok: The Lost Memories

- Order number: Write the relevant order number that experienced the purchase error

- Reason for a refund: Write the detailed information (ex. Item not received after a purchase)

* You might face penalties if you cancel a normal purchase before contacting our customer service. Please make sure to contact our customer service and ask to retrieve items first.

Bugs & Errors

If you find a bug within the game for example,
- Unable to create character,
- Encounter error message,
- Character stucked,
- Unable to complete quest,
- Unable to receive or receive wrong amount of quest/event reward,

please submit a ticket under the Bug/Error category.
We ask that you include a screenshot/video of the issue and provide as many details as possible for us to review this issue.

Game Support

Minimum requirements:

[Common]
Open GL 3.0 & above

[android]
Memory 2G & above
Galaxy S6 & above
OS : Android 5.0 Lollipop & above (API level 21)

[ios]
iPhone5S & above
OS : IOS 11.0 or above

You can follow the steps below to disable Ragnarok: The Lost Memories's Notification

In-game Menu > Options > uncheck the ""Allow Push Notification / Allow Night-time Push Notifications"" box.

Note that you will not be notified of timed rewards and events if you have proceed with the above settings.

The frequent disconnection and game crash could be caused by the lack of RAM or storage and/or data crashes.

If the above issue occurs frequently, you may considering trying the following:

- Close unnecessary apps while playing the game.
- Delete unused apps to secure enough storage(capacity).
- Use personal Wi-Fi rather than public Wi-Fi or use a data network.
- Delete and reinstall the app.
- Reboot your device.

* If you were using a guest account, you will lose all your gameplay data after deleting the game so please make sure to link your account first!

* If you were on an Android device, please delete the data first before deleting the app by following the below steps.

(Steps: Setting on your device > Application > Ragnarok: The Lost Memories > Storage > Delete Data > Delete the app)

Due to different settings of devices, some devices (older models) may not support smooth gameplay.

It could be caused due to unstable network conditions, a lack of storage, data crashes, etc.

If you have problem installing the game, you may consider trying the following:

- Delete and reinstall the game.
- Secure enough storage as the game requires a large capacity for an initial resource download.
- Use personal Wi-Fi rather than public Wi-Fi or use a data network.
- Reboot your device.

Firstly, it could be a problem affecting all players or the server might be under maintenance so please check our official community page for an announcement.

It could also be due to unstable network or data crashes, etc. you may consider trying the following:

- Close unnecessary apps while playing the game.
- Delete unused apps to secure enough storage(capacity).
- Use personal Wi-Fi rather than public Wi-Fi or use a data network.
- Delete and reinstall the app.
- Reboot your device.

* If you were using a guest account, you would lose all your gameplay data after deleting the game so please make sure to link your account first!

* If you were on an Android device, please delete the data first before deleting the app by following the below step.

(Steps: Setting on your device > Application > Ragnarok: The Lost Memories > Storage > Delete Data > Delete the app)

If the problem persists, please contact our customer service with detailed information and screenshots. We’ll try our best to help you out.

You may set the volume of the Sound Effect / Background Sound by going to the following:

Menu > Option > Sound Effect / Background Sound

Guild system will be unlock after you have completed a certain main scenario mission

In cases where by the guild leader is inactive for 60 days or more, a guild member of the next highest rank in the guild can make a request to GGH to have the guild lead position adjusted.

Violations

Report any in-game violations by submitting a ticket under the Game Violation category.

For violations such as in-game fraud, harassment, user with inappropriate IGN, monetary trading, advertising none in-game content, please provide us with screenshot(s) of the incident if possible.

For violations such as hacking, glitch abuse, botting, please provide us with video(s) of the acts if possible.

Providing us the evidences will better help us with the investigations.