Dear Florensians,
here you may find a news with some clarifications on common happenings. Even if news is somehow long, we kindly ask you to read it all and behave accordingly.
Florensia vs Real Life
Selling, buying, trading or exchanging an account for anything (Game items, real life stuff, money or love) is strictly forbidden and will result in a punishment. These types of behaviour are forbidden by Terms of Service. Selling, buying, trading or exchanging ingame items or Gelts for anything into real life side is strictly forbidden too.
Lent items
Lending items to another character is not under Florensia Team protection. If you decide to give an item to someone for a certain period and your friend doesn't give it back to you when you ask for it, or at the end of your deal, you can report the happening and we will punish the thief. Nevertheless, Florensia Support might not give you back the item you lent.
If the thief still has the lent item on their character and decides, after the punishment received, to give it back to the right owner, they can, but they should contact us before. If the item got traded away already, we will see what we can do.
Scam
Scam is the theft of items traded or, more in general, not fulfilling a deal regarding a trade with another player, except lent items.
In case of a scam, the thief will receive a punishment and the victim will get the stolen items returned. Cutting off a 0 from an agreed price during a trade is listed under Scam, thus the thief will receive a punishment, but we will not give out support for the stolen items or missing gelt amount as both players had all the time to check the window before locking it.
In both cases of Scam and Lent items, it is not important to send us a screenshot in which we can see the trade window, that is something we can check by ourselves; it is way more important to save a screenshot of the agreement done with you and your friend and to show us a sign that the other player is not willing to complete the deal. Without this proof, we can do nothing! We might accept later confessions. We will not accept out of game deals.
When reporting a similar behaviour, don't forget to point out both character nicknames (yours and from the other player), trade time and item list.
Wrong Gelt value set on personal shop
If you realize you set a wrong Gelt value on a certain item in your personal shop just when another player purchases the item, too bad. It is not their fault for buying the item at a way cheaper price. We will not do anything for this.
Exception: some players are using this method to 'fake' a trade during an account hack and make us lose trace of items. That doesn't work.
Selling a common item on personal shop for high price
Some players are selling on personal shop common items with an icon similiar to other rare items at a high price.
If you buy one and realize your fault, too bad. It is not their fault for selling the item. You have all the time you need to check it. We won't support this.
Account sharing
Do not ask other players for private or account information.
Sharing your information is your own responsibility, even in the case your account gets stolen. Do not give out your password to anyone, neither a team member!
Misuse of account property
Stolen accounts
Your account is stolen when one of your security settings (password or e-mail or both) is changed by someone else other than you.
If just your password is changed, reset it immediately by using this link. Check if anything got stolen, then create your ticket explaining what happened.
If you can't access your account and you can't reset your password because e-mail was changed aswell, send a ticket immediately, by using your account registration e-mail address, explaining what happened to your account and naming your login name.
Hacked accounts
It's a similar situation as a stolen account, in which your account has been accessed and thieved by someone else aside you, but security data is not changed.
To be able to process your case accordingly, we also need the following information:
- Time/date when you last used your account and everything was at the right place.
- Any other person you gave your access information data.
- Any other accounts besides the stolen one you own.
- Any other account we may find using your same net.
- Nick of deleted characters by the thief (if you can enter your account).
- Name of stolen items by the thief (if you can enter your account and characters are still there).
Please, note that you must write your ticket by using your stolen accounts registration e-mail or we can't do anything about it as you can't be identified as that account owner.
There are some cases in which you will lose our support completely or partially. Those are mentioned below.
- If you report your account as stolen after 6 months than the stolen date, we will restore your account only.
- If you report your account as stolen after 3 months than the stolen date, we will restore your account and deleted characters, but we can grant you just a partial support for stolen items.
- If your account data has been shared with someone else, we will restore your account and deleted characters, but we will not give you support for stolen items. Please be honest, we have several methods to check if your account is shared.
- If you report your account as stolen for the 3rd time, we will block the account permanently and we will not restore it anymore (unless another deal was done with Team members previously). For example, you may lose support in case your account gets stolen even at the second time if circumstances of the first theft were suspicious.
Support team has the right of not giving back an account in case of proofs that show it was not stolen but sold. It also has the right to block all accounts where it thinks that the account security can't be respected!
Your Florensia Team
