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  Click here to go to the first staff post in this thread.   Thread: Account Support FAQs

  1.   Click here to go to the next staff post in this thread.   #1
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    Staff Icon 2 Account Support FAQs

    Account Support FAQs
    • Customer Support Team replies within 24-48 hours. They are available from Monday to Sunday between 10 AM - 7 PM only (does not include Regular Holidays).
    • GMs are available from Monday to Friday between 10 AM to 7 PM (does not include Regular and Special Non-working Holidays).
    • Moderators are available 24/7 to help follow-up and compile reports.
    Table of Contents:

    How to know an account's User ID
    Hacked Account / Password Reset
    Change / Update Email Address
    Change / Remove Mobile Number
    Purchase Issues
    RP Conversion Issues
    Garena Energy Redemption

    IP / XP Boost
    Suspensions / Bans
    Reporting a Player
    Scammers and Phishing Site Reports
    Account Selling / Piloting

  2.   Click here to go to the next staff post in this thread.   #2
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    How to know an account's User ID
    (Paano malaman ang iyong User ID/UID#)

    If you have an access to the account:
    (Kung meron pang access sa iyong account)

    1. Log-in to Garena Plus.
    (Maglog-in sa Garena Plus.)

    2. Click your Avatar.
    (I-click ang Avatar.)
    Spoiler:

    3. You may now see your User Info with your User ID.
    (Makikita mo na ang iyong User Info at ang iyong User ID/UID#.)
    Spoiler:

    If you have no access to the account:
    (Kung hindi mo na malog-in ang iyong account)

    1. Create a new account or ask a friend to help you.
    (Gumawa ng bagong account o makiusap sa kakilala na gawin ito.)

    2. Click Find friend/group.
    (I-click ang Find friend/group na icon.)
    Spoiler:

    3. Type the Username of the account you are looking for then click Search.
    (I-type ang Username ng account na hinahanap mo at i-click ang Search.)
    Spoiler:

    4. You may now see the User ID of the account.
    (Makikita na ang User ID ng account sa User Info.)
    Spoiler:

  3.   Click here to go to the next staff post in this thread.   #3
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    Hacked Account / Password Reset

    ENGLISH ~

    If you have a verified email address registered with Garena, you can self-help to reset your Garena account password. Follow the steps below:

    1. Go to http://www.garena.ph/.
    2. Click on Login at the top right corner of the page.
    3. Click on "Forgot Password?".
    4. Fill up the form and click on Reset.
    5. A "Password Reset" email will be sent to your email address.

    ---------------------------------------------------------------------------------------------------------------------------------------------------

    If the email address registered with your Garena account is not verified or if the account can no longer be accessed, follow these steps:

    1. Send an email to account@garena.com.
    2. You will receive an email (automated reply/confirmation) containing your Ticket#.
    3. Note that it may take 24-48 hours for the Customer Support Team to reply.
    4. You must provide a reply within 5 days or your ticket will be closed.
    5. Once the Customer Support Team replies, please provide all the requested information to prove your account ownership. Failure to provide the information needed by our Customer Support Team will decrease your chances of retrieving your account.

    * Do NOT post any emails sent / received from our Customer Support Team as it is strictly prohibited and confidential.
    * We do
    NOT process any account retrieval nor account update here in Forums. Please email Customer Support.---------------------------------------------------------------------------------------------------------------------------------------------------
    ---------------------------------------------------------------------------------------------------------------------------------------------------

    TAGALOG ~

    Kung naka-verify ang email address na naka-register sa iyong Garena account, maaari mong gawin ang reset password sa iyong Garena account. Sundin ang mga hakbang na ito:

    1. Pumunta sa http://www.garena.ph/.
    2. I-click ang "Login" sa kanang itaas na bahagi.
    3. I-click ang "Forgot Password?".
    4. Sagutan ang form at i-click ang "Reset".
    5. Mayroong "Password Reset" na ipapadala sa iyong email address at sundin ang mga instructions.

    ---------------------------------------------------------------------------------------------------------------------------------------------------

    Kung ang email address na naka-register sa iyong Garena account ay hindi naka-verify o kung hindi mo na ma-access ang account, sundin ang mga hakbang na ito:

    1. Magpadala ng email sa account@garena.com.
    2. Makakatanggap ka ng email (kompirmasyon lamang) na naglalaman ng iyong Ticket#.
    3. Hintayin ang reply mula sa aming Customer Support sa loob ng 24-48 na oras.
    4. Kinakailangang makapagreply ka sa kanilang email sa loob ng limang (5) araw dahil mag-eexpire ito.
    5. Kapag nagreply na ang Customer Support Team, ibigay ang lahat ng mga kinakailangang impormasyon upang mapatunayan ang pagmamay-ari mo sa account. Ang hindi pagbigay ng mga kinakailangang impormasyon ay magpapababa ng tyansang ma-retrieve ang iyong account.

    * BAWAL mag-post ng kahit anong emails na naipadala o natanggap mula sa Customer Support Team dahil ito ay mariing ipinagbabawal at kompidensyal.
    * HINDI kami nagpoproseso ng kahit anong pag-retrieve ng account o kahit anumang pag-update ng account dito sa Forums. Mag-send lamang ng email sa ating Customer Support.

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    Change / Update -- Email Address

    ENGLISH ~

    If your email address is verified, follow the steps below:

    1. Go to www.garena.ph/.
    2. Send a request and provide the email address that you would like to use.
    3. Wait for their reply on your email account and confirm your request.

    -------------------------------------------------------------------------------------------------------------------------------------

    If your email address is not verified, follow the steps below:

    1. Go to your Account Profile at www.garena.ph.
    2. Click on your Garena Account tab and choose My Account.
    3. You have to click verify next to Email.
    4. Log-in your account and type the new email address you would like to use and complete the verification step.

    -------------------------------------------------------------------------------------------------------------------------------------

    If you can't access the account / email address concerned, follow the steps below:

    1. Send an email to account@garena.com and follow the instructions given by our Customer Support Team.
    2. Please do note that you need to provide all the requirements or else they would not be able to assist you further.

    * Do NOTpost any emails sent / received from our Customer Support Team as it is strictly prohibited and confidential.
    * We do
    NOTprocess any account retrieval nor account update here in Forums. Please email Customer Support.-------------------------------------------------------------------------------------------------------------------------------------
    -------------------------------------------------------------------------------------------------------------------------------------

    TAGALOG ~


    Kung naka-verify ang iyong email address, gawin ang mga sumusunod:

    1. Pumunta sa www.garena.ph/.
    2. Mag-submit ng form at ibigay ang bagong email address na gusto mong gamitin.
    3. Hintayin ang kanilang reply sa email account na kasalukuyang naka-register sa iyong Garena account at ikumpirma ang iyong request.

    -------------------------------------------------------------------------------------------------------------------------------------

    Kung ang iyong email address ay hindi naka-verify, gawin ang mga sumusunod:

    1. I-login ang iyong account sa www.garena.ph at buksan ang iyong Account Profile.
    2. I-click ang Garena Account na tab at piliin ang My Account.
    3. I-click ang Verify na nasa tabi ng "Email".
    4. Ilog-in ang iyong account ang i-type ang bagong email address na gusto mong gamitin at kumpletuhin ang verification step.

    -------------------------------------------------------------------------------------------------------------------------------------

    Kung hindi mo na ma-access ang account o email address ng account, gawin ang mga sumusunod:


    1. Mag-send ng email sa account@garena.com at sundin ang mga instruction na ibibigay ng ating Customer Support Team.
    2. Tandaan na kailangan mong maibigay ang mga hinihinging requirements ng ating Customer Support at kung hindi ay hindi nila gagawin ang iyong request.

    *BAWAL mag-post ng kahit anong emails na naipadala o natanggap mula sa Customer Support Team dahil ito ay mariing ipinagbabawal at kompidensyal.
    *HINDI kami nagpoproseso ng kahit anong pag-retrieve ng account o kahit anumang pag-update ng account dito sa Forums. Mag-send lamang ng email sa ating Customer Support.

  5.   Click here to go to the next staff post in this thread.   #5
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    Change / Remove -- Mobile Number

    If current mobile number/SIM is still active:

    1. Go to http://www.garena.ph/.
    2. Log-in your Garena account.
    3. Go to My Account tab and click Account Settings.
    4. Click Change next to Mobile.
    5. Choose your Country and enter your current mobile number then click Verify.
    6. Enter the 6-digit code you will receive on your mobile phone and click Verify.
    7. Choose your Country and enter your new mobile number.
    8. Click Send Code to receive a Garena verification code.
    9. Enter the 6-digit code and click Verify.
    10. Type your current password and click Save to complete the process.

    -------------------------------------------------------------------------------------------------------------------------------------

    If current mobile number/SIM is already lost or inactive:

    1. Go to
    http://www.garena.ph/support/email/.
    2. Log-in your Garena account.
    3. Fill up the form and click on Submit to send a request to our Customer Support Team.
    4. Wait for their reply on the email address registered with your Garena account and confirm your request.

    * You may send an email to account@garena.com if you can't access the account concerned.
    * Do NOT post any emails sent / received from our Customer Support Team as it is strictly prohibited and confidential.
    * We do
    NOT process any account retrieval nor account update here in Forums. Please email Customer Support.

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    Purchase Issues

    A. Problems on item purchases such a Champion / Skin / Runes

    1. Kindly restart your client. It may be caused by a visual bug.
    2. If the problem still persists, create a thread in Account Support section and provide the following:


    Spoiler:
    Garena Username:
    Garena User ID:
    Summoner Name:
    Missing in-game item: (Champion/Skin/Runes)
    Date and Time of Purchase:

    ------------------------------------------------------------------------------------------------------------------------------------------

    B. Garena Shells Concerns / Payment Gateway Concerns

    1. Go to http://www.garena.ph/support/email/.
    2. Log-in your Garena account.
    3. Fill up all the required fields and attach screenshots if necessary then click Submit.
    4. Wait for the reply of our Customer Support Team on the email address registered to your Garena account.

    * Do NOT post any emails sent / received from our Customer Support Team as it is strictly prohibited and confidential.
    * We do
    NOT process such cases here in Forums. Please email Customer Support.

    ------------------------------------------------------------------------------------------------------------------------------------------

    C. GameX ePins - RP was not credited

    1. Double check your GameX transaction history to see if the RP has been credited or not.

    Pending Status : Kindly wait at least 24 hours.
    Failed Status: Please contact GameX for further assistance.


    ------------------------------------------------------------------------------------------------------------------------------------------

    D. Getting a Refund

    I've bought the wrong item. Can I get a refund?
    All purchases in League of Legends are considered final and irreversible. Please make sure that the item you are buying is correct before proceeding with your purchase.

    Someone else logged into my account and spent my RP. Can I get it back?
    Unfortunately, we cannot refund RP or any items that were lost due to account hacking, in accordance with our Terms of Service. Below is an excerpt of the said clause:

    You agree to:
    (a) keep your password confidential and use only your User ID and password when logging in
    (b) ensure that you log out from your account at the end of each session on the Site
    (c) immediately notify Garena of any unauthorized use of your User ID and/or password. You are fully responsible for all activities that occur under your User ID and account even if such activities or uses were not committed by you. Garena will not be liable for any loss or damage arising from unauthorized use of your password or your failure to comply with this Section.

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    RP Conversion Issues

    A. Adobe Page
    Spoiler:

    This error appears when you already reached the conversion limit. Do note that we currently have a limit of 3 conversions only per 24 hours (NOT per day) for security purposes. You may purchase RP again exactly 24 hours after the first conversion made.

    ------------------------------------------------------------------------------------------------------------------------------------------

    B. Val Captcha
    Spoiler:

    Go to Control Panel > Network and Internet > Internet Options > Internet Properties > General > Browsing history > Delete... > delete cache, cookies and history.

    Spoiler:


    ------------------------------------------------------------------------------------------------------------------------------------------

    C. Wall of the Unknown Codes
    Spoiler:

    Kindly relaunch your LoL Client. If the error still persist after restarting your client, it's either your Internet Connection is too slow to load the page or the Top Up site/RP Conversion is currently down. Kindly check if there are any announcements made regarding this. Try to access the conversion page every now and then to check if the error still persist.

    ------------------------------------------------------------------------------------------------------------------------------------------

    D. Log-in Loop
    Spoiler:
    After entering your Password and click Login, the page will refresh and will ask you to log-in again.

    Go to Control Panel > Network and Internet > Internet Options > Internet Properties > General > Browsing history > Delete... > delete cache, cookies and history.

    Spoiler:

    ------------------------------------------------------------------------------------------------------------------------------------------

    E. White Screen
    Spoiler:

    If Windows Vista/7/8/10:

    Please make sure your Internet Explorer version is up-to-date.

    If Windows XP:

    Manually update your Internet Explorer version to 8 by downloading this FILE and install it.

    ------------------------------------------------------------------------------------------------------------------------------------------

    Other solutions:


    Make sure your PC's time and date is set correctly (must be +08:00).
    Uninstall ADOBE Air and download a new one.

    * Do NOT purchase RP from any other websites/links other than the in-game RP Conversion Page, else your transaction will fail and the RP will not be credited to your account.

    If you encounter other issues/errors not listed here, please create a new thread in
    Account Support.

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    Garena Energy Redemption

    1. Double check your Transaction History in the Transactions tab.
    • If it is "Successful", the item will be credited within 30 minutes.
    • If it is "Failed", you may click on Retry option beside the transaction.
    2. Kindly change your computer time to +08:00.
    3. Restart your LoL client. It could be a visual bug.
    4. If none of the above worked or the redemption is failed/not credited, create a thread in
    Account Support section and provide the following:
    Spoiler:
    Garena Username:
    Garena User ID:
    Summoner Name:

    * Visit the Garena Energy FAQs for more details.

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    IP / XP Boost

    A. I purchased/claimed IP/XP Boost, but it does not display the correct time duration.

    The time displayed on your client depends on the date/time set on your computer. Please make sure that your computer's time is set to +08:00 GMT. However, even if the time displayed is incorrect, you will still receive the correct duration IP/XP Boost.

    ---------------------------------------------------------------------------------------------------------------------------------------------

    B. Why didn't I receive an IP/EXP after playing a game?

    There's a limit on how much IP you can earn per day. More info can be found here.

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    Suspensions / Bans

    I've been banned, why? What do I do?

    You were obviously reported through the Reporting Tool and/or Tribunal or caught by one of our Staffs. We also do ban accounts who are caught violating our EULA. During this period away from League of Legends, kindly read the End User's License Agreement (EULA) again. We hope that you can adhere to the rules in the future and make this gaming community a better place.

    Do note that suspensions are final and irrevocable.

    *We do NOT/will NOT provide the specific reason/screenshots on why you are banned.
    *There will be no email that will be sent to you. Please check
    Garena+ notifications for your suspension notice. You can also email our Customer Support.
    *Make sure that your computer time is set to +08:00 and synced to Internet Time to see your correct ban duration.
    *We will
    NOT entertain appeals as we will ensure that all disciplinary actions are valid and just for every report.

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    Reporting a Player

    A. Kindly use the Reporting Tool after every game.

    *Guide on How to Use the Reporting Tool

    * We do NOT accept and process reports posted here in Forums.

  12.   Click here to go to the next staff post in this thread.   #12
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    Scammers & Phishing Sites

    If you encounter scammers or phishing sites from any of our channels, kindly submit the report in our Reporting Section for proper disciplinary actions.

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    Account Selling / Piloting

    As some of you may be unaware, Account Selling is strictly prohibited in the LoL community as stated in our End of User License Agreement (EULA).

    Section III. ADDITIONAL LICENSE LIMITATIONS

    D. Make use of, or cause any other person or entity to make use of, the Software or the Game for any commercial purpose, including but not limited to (i) participating in the Game in exchange for payment (e.g. "leveling services"); or (ii) selling in-Game items outside of the Game, or selling Game Accounts, except such transactions as may be authorized by Garena and conducted via services provided by Garena. Any Summoner caught selling an account in any Garena channel and in game will be permanently suspended. Any one who gets caught selling an account of a friend or anyone else's account for that matter will also receive suspension. Once an account is proven guilty of Account Selling it will be permanently suspended, and will be irrevocable as Garena deems fit.

    For account selling, kindly submit a report in Tribunal. Facebook reports are not accepted.

    * False reporting may lead to severe punishments.

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