Virtual Property (Character & Item) Restorations / Escalations

1. I would like to request that a character/item be restored. How do I do this?
2. What information do the GMs need in my petition?
3. I was told my petition was escalated to a specialist. What does that mean?
4. Can I close my ticket once it's escalated?
5. What if I need to submit a new petition to the Game Master staff while my escalated petition remains?
6. What is a Character Specialist anyway?
7. I was asked to confirm the usage of a limited restoration on my account; what are the limitations of the restoration procedure?
8. Is there an Item Restoration Policy?

Q: I would like to request that a character/item be restored. How do I do this?

The first thing you will need to do is contact a member of the Game Master Department via the in-game petition system. This can be done by selecting the red question mark (?) located in the bottom control panel, next to your bags.

Q: What information do the GMs need in my petition?

The main rule of thumb here is to include as much information as is possible. If it is an item that was lost, include the name of the item, when it was lost, and how it was lost. If it was a character which was mistakenly deleted, include the name, class, level, race and realm of the character. The same basic idea goes with any restoration request: Include every ounce of information available to you.

Q: I was told my petition was escalated to a specialist. What does that mean?

At times, certain restoration requests require that your in-game ticket be escalated to a member of our Character Specialist Staff. Unfortunately, due to the sensitive nature of these issues, not to mention the very thorough verification and restoration process, this may take some time to be resolved. Each escalated issue is addressed in the order received; depending on the amount of restoration requests which demand our attention, this may take well over a week to be addressed.

Q: Can I close my ticket once it's escalated?

Once a petition has been escalated, it is imperative that the original ticket is not closed, edited or otherwise changed. Furthermore, do not create another ticket on the same character that submitted the restoration request; this shall overwrite the original petition and remove it from the specialist queue.

Q: What if I need to submit a new petition to the Game Master staff while my escalated petition remains?

If at any time you feel that your ticket has been overlooked, or have more information to provide concerning your original restoration request, feel free to create another petition; just make sure that when you do so, you do so from an alternate character. This will ensure that the original restoration request remains intact, and you do not have to begin the restoration process anew.

Q: What is a Character Specialist anyway?

These are Game Masters who are experts in the field of verifying and restoring losses. It is only through their dilgence and verification that we are able to potentially restore a particular loss.

Q: I was asked to confirm the usage of a limited restoration on my account; what are the limitations of the restoration procedure?

A player and his or her account are permitted a limited number of instances in which the Game Master Department may assist with property recovery. We do not wish to encourage career victims, nor will we penalize players who legitimately make the occasional slip-up. Please remember, however, that reimbursement of any kind is not guaranteed. While we will make every effort to verify and restore your loss, the decision to reimburse your loss is entirely at Blizzard's discretion. If a player is repeatedly making poor decisions that result in lost property, we reserve the right to refuse further reimbursements. While we can restore items with random modifiers (of the Bear, of the Eagle, etc.), we cannot guarantee that you will receive the same modifier you had on your original item. We are also unfortunately unable to guarantee that any enchantments or other additions to an item shall be restored along with it.

Q: Is there a Item Restoration Policy?

Blizzard Character & Item Restoration Policy, located here: http://www.blizzard.com/support/wowgm/?id=agm01724p

Account Information – Account Actions

1. What is an ‘account action’?
2. Okay great, so now you’ve scared me. How can I prevent my account from being banned?
3. My account was actioned, what did I do?
4. I don’t agree with the action taken against my account, who do I contact?
5. What happens when my account is locked?

Q: What is an ‘account action’?

An account action is usually a suspension or account closure (otherwise known as a ‘ban). In extreme situations where one or more of our policies are being violated Blizzard Entertainment may take actions against an account in an attempt to prevent the integrity of the World of Warcraft’s gaming experiencing being compromised.

Q: Okay great, so now you’ve scared me. How can I prevent my account from being banned?

Firstly, understand that we have no intention of closing or suspending accounts if we can avoid it, and only actions that impose on other player’s gaming experience in a negative way or jeopardize the World of Warcraft’s gaming environment are addressed.

The best way to avoid incurring actions on one’s account is by educating oneself as to the guidelines and policies that we ask players to follow. We make our policies available for all players to read and understand.

A wealth of information on how to avoid actions being taken against your account can be found in an informative and easy-to-read guide called the How to Stay in the Game Guide: http://us.blizzard.com/support/article.xml?articleId=21506

A list of legal documents can be found here: http://www.worldofwarcraft.com/legal/

A list of in-game policies can be found here: http://www.worldofwarcraft.com/policies/

Q: My account was actioned, what did I do?

Each time an account is suspended an e-mail will be sent to the registered e-mail address on the account detailing the specifics of the suspension; such as the policy violated, and in cases of harassment usually a copy of what was said in-game that resulted in the suspension will be included.

Q: I don’t agree with the action taken against my account, who do I contact?

There are a few things to note on this topic. The Game Master department has no involvement with processing account action disputes; furthermore, the forums are not the appropriate place to discuss disciplinary actions taken against an account. Due to the sensitive nature of account actions a team of expert employees have been brought together to address account concerns (as detailed in the Forum Code of Conduct) – this is the Account Administration department, and they are the sole contact for challenging account actions.

The Account Administration works 24 hours a day, 7 days a week 365 days a year. They are available by e-mail and web form only and their contact information is displayed on their web page here: http://us.blizzard.com/support/article.xml?articleId=21505

Q: What happens when my account is locked?

Your account is locked in order to help prevent further damage until you’re able to get control of the situation on your end. Essentially, during this time, the Account Administration will be investigating the issue to ensure that you were hacked and will start the best method in which to restore your account. Essentially, they’ll send you a form by email which you must fill out and notarize. You’re then able to fax it or mail it. If you fax it, please wait two days before sending it again. If you’re receiving numerous issues with the fax being legible, then please send it by mail. There isn’t a way out of this.

If you have any further questions concerning what happens when the account is locked, please feel free to make a post or send an email to (wowaccountadmin@blizzard.com).