- About live chat
- Using live chat
- Issues that are not account related
About live chat
Currently, our live chat service is only for account-related issues, such as account change or recovery requests, secondary password resets, and Two-Factor Authentication.
Our live chat agents are trained extensively for this purpose so that most problems you encounter with your account can be resolved as quickly as possible.
Using live chat
You must sign into your Nexon America account to access the chat option during our hours of operation, which are:
Monday – Sunday, 10:00 a.m. to 5:00 p.m. Pacific Time
The live chat widgets are located toward the lower-right on the game support pages listed below.
Note: For more details about using live chat, see the Contacting Customer Support article.
Issues that are not account related
For issues that are not related to your account, open a ticket so that the appropriate Game Master (GM) can help you (see Contacting Customer Support).
If you need assistance opening a ticket, live chat agents can create a ticket for you. Please provide the agent with as much detail as possible to verify your ownership of the account and explain your issue.
Important: While live chat agents can create tickets for any issue and route them to the appropriate team, agents can only resolve account-related issues.
We thank you in advance for your patience while a GM reviews your ticket before responding.
Why can’t non-account related issues be handled through live chat?
We receive a large amount of account-related issues, most of which do not require extensive review, so live chat is currently focused on resolving just these issues in an effort to service our players as quickly as possible.
What can I do if I’ve already opened a ticket and haven’t received a response?
- Check your spam/junk mail folder. If present, please mark the email as not spam/junk so that future responses are sent to your inbox.
- Review the forums and Discord services. You can get real-time updates for certain issues, especially if they are game-wide. You can also ask for help from the community.
- Go to the Nexon Support Center and use the My Activities feature to check for updates. If you have more information about your issue, a live chat agent can add it to your ticket, which may help resolve your issue more quickly.
How can I speak to someone immediately about my time-sensitive issue?
During our hours of operation, you can speak to a live chat agent. If your issue is not related to your account, the agent can open a ticket for you, or check on the status of a previously opened ticket, but they cannot resolve the issue as it is beyond their purview.