This post is here to provide common solutions given by our Game Master Department for issues which affect a large number of players.

Table of Contents:

1. Reset UI - WTF, Cache, and Interface folders - Frequent Questions and Answers

2. Failed Quests while in Raid Groups - Frequent Questions and Answers

3. Guild and Arena Charters - Frequent Questions and Answers

4. Unable to Resurrect at Corpse - Frequent Questions and Answers

5. Character Name Change/Manipulating Appearance - Frequent Questions and Answers

6. Guild Leader Missing - Frequent Questions and Answers

7. Account and Billing Issues - Frequent Questions and Answers

8. Suspension Queries - Frequent Questions and Answers

9. Character & Item Restoration – FAQ - Frequent Questions and Answers

10. How to Request a Character Restoration - Frequent Questions and Answers

11. How to fill out a web form if your account has been compromised - Frequent Questions and Answers

12. Bots - Frequent Questions and Answers

13. Recruit a Friend - Frequent Questions and Answers

14. Stuck Players - Frequent Questions and Answers

15. What to do if your account has been hacked/stolen - ►► Account Hacked/Stolen? CLICK HERE! ◄◄

16. Alternate Currency Vendor Buy Back - FAQ - Alternate Currency Vendor Buy Back FAQ

There are many issues which can be resolved by removing the User Interface folders, thereby returning to the default settings. Related issues include, but are not limited to, the following:

• Known recipes or schematics appear to be missing.
  
• Receiving errors when attempting to access a letter in the in-game mail
  
• Character appearing un-textured and white upon logging in.
  
• Characters items and abilities displayed as ?s.

Due to changes to the software and hardware on a players computer, these UI settings may become invalid, which can cause issues to arise. Alternatively, many User Interface issues are due to third-party user interface modifications, otherwise known as addons. Following a patch, many custom UI addons become out of date and cause issues to occur.

Please note: Merely disabling ones addons may resolve such issues, but the only means by which one may guarantee that a given issue is not being caused by the UI is to fully reset it.

The Reset UI process mainly involves either pressing "Reset User Options" from your Options menu at the login screen or deleting the WTF, Cache, and Interface folders, which are usually found in the World of Warcraft directory, where WoW.exe is located.

NOTE: These steps will remove any customised user interface settings as well as custom addons you may have installed. Before you proceed, please take full backups of any folders or files outlined in the procedure by copying them to another location on your computer.

The steps are as follows:

1) Log out of World of Warcraft to your desktop, thereby exiting the game completely.
2) Navigate to the World of Warcraft folder, which is often found in the Program Files directory (the default path is C:\Program Files\World of Warcraft).
3) Delete the WTF and Interface folders in the main directory, and then the WDB folder in the /Cache directory (please bear in mind this will remove your chat settings, action bar settings and any keybindings, in addition to any AddOns)
4) Log back into the game by double-clicking WoW.exe, ensuring that you do not reinstall any addons before doing so.

Also, please note that the procedure to reset your UI for users of Windows Vista is slightly more complicated:

• Click the Start button, select All Programs, select Accessories and select Windows Explorer.
  
• In the new window click the + beside the My Computer option, this should expand a list.
  
• Click the + beside the Hard Disk with the (C:) label on the end (Or whichever Hard Disk the game was installed on).
  
• Click the + beside Program Files.
  
• Scroll down until you find World of Warcraft in the list and double click it.
  
• In the panel on the right there should be a list of files and folders, the WTF, CACHE, and INTERFACE folders should be in this list.
  
• Single click one of those folders and it should become highlighted, once that folder is highlighted press the Delete key on your keyboard. Do this for all three folders.
  
• If the UAC is enabled, which it is by default, then the system will also be caching these three folders. Near the navigation bar, please click on the link for "Compatibility Files". Once "Compatibility Files" has been clicked, this will take you to the VirtualStore folder. Please check if there is a World of Warcraft folder(usually located in the programs folder), and if so please delete the three folders WTF, Cache and Interface from this location as well.
  Note: If you are having difficulty locating the Virtual Store, you will need to manually navigate to the Virtual Store directory.
  
• Using the "Organize" option toward the upper left-hand corner of the explorer window, select "Folder and Search Options" followed by the "View" tab in the new window. Ensure that "Show Hidden Files and Folders" is enabled.
  
• You will now be able to navigate to the following path and remove the Cache, Interface, and WTF folders:
  C:\Users\%username%\AppData\Local\VirtualStore\Program Files\World of Warcraft\
  
• Once these extra three folders have been deleted you can close Windows Explorer.
  
• You will need to restart your system at this point.
  
• Start the game again using the World of Warcraft Launcher, when starting the game right click on the game icon, and select Run As Administrator. This will make sure that any settings you change in game are saved correctly.
  Note: Please do not run any UI installers or load any mods beforehand, as we want to eliminate them as part of the issue.

*new* Since 4.0.1 there is a new cache folder that can be found within your Data folder. It may also be worth deleting this too when performing a User Interface reset. Please be aware that this is the *only* folder that should be deleted within the Data folder.


Some players wonder why Game Masters so often offer these steps to address issues which have been reported. The short answer is - because they work! Many issues can be resolved by resetting one's User Interface, even if they do not at first glance appear to be related. Also, advising players to reset their UI is helpful as a starting point, especially if the issue is not one for which we have devised a more specific resolution. If the issue persists after resetting ones UI, then the Game Master may investigate other possibilities in their efforts to resolve the matter at hand.

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

As well as resetting your User Interface, you may be asked to run the "Repair" tool. Further information about this tool can be found in our Support Article here.

http://eu.blizzard.com/support/article.xml?locale=en_GB&articleId=19415

As well as the ability to download it here you can also find it in your World of Warcraft folder.

Instructions on how to use it:


• Make sure that the three check boxes are ticked. These are "Reset World of Warcraft third party custom interfaces", "Reset World of Warcraft configurations" and "Reset World of Warcraft cache data"
  
  
• Select the option "Reset and Check files"
  
  
• Make a cup of tea (or coffee)

IMPORTANT: Please make sure that you have fully exited from the game before using this tool.

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

• I have deleted my WTF, Cache and Interface folders and run the Repair tool but I am still having the problem, what now?

There are times when it may be worth re-installing the game and trying again from a fresh install to completely remove any possibility that a corrupt file is the cause of the issue.

You are also welcome to contact our Technical Support team and they can investigate further. Information on how to do this can be found here.

http://www.wow-europe.com/en/support/technical.html

There are several common quest-related issues regularly encountered by players. For example:

• Being unable to complete quests.
• Being unable to interact with quest items or quest NPCs.
• Not receiving credit for quest-related kills.
• Unable to find or loot quest-related drops.

Most of the time, any or all of the above issues are due to the player inadvertently being in a raid group. Most quests encountered within World of Warcraft were designed to be completed in parties of five or fewer. Unless a quest is specifically designated as a "Raid" quest in your quest log, you will not receive quest items (or credit for quest-related kills) while in a raid group. This is considered to be functioning normally. This rule also applies to raid groups containing five or fewer members; thus, if for example a player is the only one in the party, yet is in the remnants of an old raid group, quest items shall still not drop, nor shall quest kills count. To see if you are in a raid group, please click on the social button (default key: O). The last tab is set for Raid.

On occasion players may have difficulty handing in their Guild Charter or Arena Charter, despite having the required signatures. Please try moving the Charter in to your main back pack. You should then be able to register it with the Guild or Arena Master.

If a player can not see their corpse on the mini map following death, or is not given an option to resurrect when standing on the corpse, relogging will usually solve this issue. In the event that this does not enable you to resurrect, please submit an in-game help petition to the Game Master Department and they will assist you further.

If you're unable to interact with the release button after your character dies, you can force your spirit to release by entering the following command into your chat box:

/script RepopMe()

Certain visual aspects of a character can be modified by visiting in-game Barbershops located in capital cities. For more information, please see:

http://www.wow-europe.com/en/info/basics/barbershop.html

The only circumstance where we will offer a character name change is in the event that the name is in violation of our Naming Policy. However, a character's name, gender, face, skin color or other cosmetic features can be modified by yourself in return for a fee by accessing the Character Re-Customization tool. For more information on this service, please have a look at the FAQ located at:

http://eu.blizzard.com/support/article.xml?tag=CRCFAQ

You can also choose to change the character's name only by taking advantage of the Paid Name Change service, which you can find information on here:

http://www.wow-europe.com/character/pcnc/faq.html

You may also find the following compilation of frequently asked questions regarding Paid Name Changes useful (thanks Ozzylock & co!):

FAQ - Name Changes
FAQ - Name Changes

If you feel any change should be introduced to these features please discuss it further on our Suggestions forums, at:

http://forums.wow-europe.com/board.html?forumId=10024&sid=1

The Game Master Department is only able to assist with this in the event that your Guild Leader has deleted his character or hasn't logged in for over a month. Please have an Officer in the Guild submit an in-game help petition to the Game Master Department, and we will investigate the possibility of promoting another member to the position of leader.

We are receiving an increasing number of posts recently regarding various billing issues, particularly with regards to Paid Character Transfer problems, Payment and Subscription issues, E-mail changes, Secret Question/Answer enquiries and Trial Account upgrades. Please be aware that this is a Game Master run part of the forums, and we are unfortunately unable to offer any assistance with such issues.

For all billing and payment related problems (Including paid character transfer queries), please contact our Billing Support department. You can find a list of toll-free numbers, along with a web form facility, at:

http://www.wow-europe.com/en/support/accountbilling.html

Unfortunately the in-game support team are unable to comment on nor offer any advice on a suspended account from here on the forums, for privacy reasons. If you wish to discuss any action taken against your account, then you should contact our Account Administration department. The best way to do this is by filling in our security web form at:

http://eu.blizzard.com/support/webform.xml

This post is here to give you all some more information on the process of restoring characters and items. Our policy on this can be found at:

http://www.wow-europe.com/en/policy/restoration.html

Requesting a Restoration
The first step for you to take is to contact the Game Master Department by submitting an in-game petition. You can find a very useful guide on how to submit a ticket to us in-game (written by Nochrango) at:

[Guide] How to make a ticket

Information to Include
With any restoration request, you should go by the rule that too much information is better than too little. For items, ensure that you include the name of the items, how it was lost, and the date and time that the incident occurred. Similarly with a character restore, include the name, class, level, race and realm of the character.

Escalation
At times it may be necessary for the Game Masters to escalate your in-game ticket to a member of our Specialist team. Unfortunately due to the complex investigation involved for most of these escalated tickets, these may take some time to be resolved. As each issue is dealt with in the order received, this will affect the length of time to restore your items; on some occasions this may take well over a week to be addressed.

The Golden Escalation Rule
The one thing to remember when you have been notified that your ticket has been escalated, is that it must remain open and unedited. If you close your ticket, or replace it with a new one before our investigations are concluded, your issue will be removed from the specialist queue.

Note: In some cases an open ticket is not required for our investigation process, and a Game Master might close your petition after initial contact. This is normal, and we would ask you to simply ensure you do not close the petition yourself.

The Specialists
These are Game Masters who are experts in the field of verifying and restoring losses. It is only through their diligence and verification that we are able to potentially restore a particular loss. Like our regular Game Masters, Specialists Game Masters work 24 hours a day, seven days a week.

Limited Restorations
The character deletion process is intended to be permanent; however the Game Master Department is able to offer character restores. Please bear in mind that all characters which remain deleted for a lengthy period of time may be purged from our system and this is not something which we can reverse.

In the case of item deletion the Game Master Department may be able to assist you. While there is no set limit to the amount of times we will assist with item reimbursements, if it is felt that a player is been overly careless with their items, then we may deny assistance. 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 as you had on your original item. We are also unfortunately not able to guarantee that any enchantments or other additions to an item shall be restored along with it.

IMPORTANT: All item restoration requests must be submitted within three days of the loss. Failure to do so may result in your restoration request being denied. This also applies to profession restorations as well as item swaps or transfers, but not to losses that occurred during verifiable account compromises.

Alternate Currency refunds
Items purchased using honor/Arena points, Emblems, Champion's Seals or other Alternate Currency can often be refunded for their full purchase price within 2 hours of in-game time (this timer will only count down while you are logged in). This system should be used if you purchase an item by accident, as the Game Master team is unable to offer manual refunds of such items regardless of the time passed since the incident. We will only look into the possibility of offering such a service if it is obvious the in-game refund system was not working correctly.

For more information on the system and its restrictions please see the Alternate Currency FAQ at:

http://eu.blizzard.com/support/article.xml?articleId=36881

Loot issues
Should you experience problems looting a mob or a chest connected to a boss kill, please don't hesitate to submit an in-game ticket about the matter containing the name of the mob as well as the time and date of the incident so we can investigate the matter for you.

However, we are unable to offer manual Bind on Pickup item transfers between group members, as such items can be freely traded amongst players who participated in the kill for 2 hours afterwards. This 2 hour time limit is in-game time, meaning it will not tick down while the character possessing the item is logged out.

Professions
The Game Master team may be able to assist with the retrieval of a lost profession, provided we are able to verify it's loss. As for any other restoration issue, requests for assistance with the retrieval of a profession should be made by way of in-game ticket.

Quest Reward Swap
If a player accidentally chooses the wrong quest reward, the Game Master Department may be able to assist with this, as long as the error is reported immediately.

Recoverable Items
The following items can be re-obtained from the NPCs that give them first time, and it is not necessary to contact the Game Master Department for reimbursement of them:

Amulet of Draconic Subversion
Argent Dawn Commission
Black Dragonflight Molt
Crescent Key
Drakefire Amulet
Frostwolf/Stormpike Insignia
Recipe for Thistle Tea
Rune of the Dawn
Scepter of Celebras
Seal of the Dawn
Spectral Essence
Zandalar Necklaces (e.g. Jewel of Kajaro, Rage of Mugamba)

A nice guide here for players that have accidentally deleted a character. Credit goes to Razakel for writing this up:

---

Q u o t e:
If you've accidentally deleted a character (or if someone else did...) then the Game Masters should be able to recover it for you.

First, bear in mind that Blizzard's backup databases are regularly wiped, and you probably won't be able to get back a character that you deleted several months ago. However, Issuntril has said that characters at level 60 or higher are kept indefinitely.

All you have to do to recover it is to submit a GM ticket. If you haven't done this before, I suggest you read Nochrango's sticky, located here:

[Guide] How to make a ticket
[Guide] How to make a ticket

Create your ticket, and include the following information:

* Character name
* Character level
* Character race
* Character class
* The realm your character was on

A GM will then recover your character for you. Please be aware that sometimes you may not be able to see it in the character list when you log out, due to the way the realm caches the character lists.
Simply create a new character with a random name and then delete it. This will make the realm update the character list, and you'll then be able to log in with your deleted character!

---

Please remember - the character deletion process is intended to be permanent, and we may deny a character restoration if it is felt that a player is being overly careless with their account.

Issuntril

Welcome to a guide on how to fill out the webform when your account has been compromised. Hopefully this will answer all your questions on how to fill out this form.

Below is the link to our webform.

http://eu.blizzard.com/support/webform.xml?lan=en


Once you are here you will be given the option to select a product. Please choose “World of Warcraft”.

Then please choose “Account Security/Compromise” from Select a category.

As you can see the webform can be used for many other things but for the purposes of this guide we are only dealing with a compromised account.


Now you have the form!

The fields are as follows:

First name:
Last name:
Email: This is your *current* active e-mail address that you are using *now*
Email Verification:
Realm:
Account:
Main Character Name:

All these fields need information put in them. Please be as accurate as possible with the spellings of your character.


Then you will have a couple of YES/NO questions to answer:

Update my Registered E-mail address to this Contact E-mail address

If your registered e-mail address does not work, you have been locked out of the address or it was changed by the people who compromised the account then selecting yes here will allow us to update your registered e-mail address with the address you put in the Email section (i.e. your current e-mail address).

I can log onto my account currently

Please remember to put the date. Or as near to the date as you can remember.


The next section requires the Original CD-Key (we do not accept the CD-Key from “The Burning Crusade” or "Wrath of the Lich King") and the answer to your secret question. However if you do not have either or both of these then we will require photo ID from you.

Quoted from form:

---

Q u o t e:
“If you are unable to provide both the CD key and the answer to your secret question, you must attach a digital image of a nationally recognized photo ID, such as the passport or driver's license of the account owner to this form.”

---

There is then an option to attach the file to the form or instructions to fax it if you cannot take a digital photo of the ID.


The next part of the form is a description box. Please put *all* relevant information about the case in here. Remember the more you put in the better we can help you! Also if you are unable to provide ID, CD-Key and Secret question we will need to know why here.

The final part of the form is an agreement to sign quoted here:

---

Q u o t e:
“You acknowledge and agree that Blizzard Entertainment will collect and process your personal information in accordance with the Blizzard privacy policy. For information on how to exercise your right of access, modification or deletion please read our privacy policy. *”

---

The link to the policy is:

http://eu.blizzard.com/en/privacy.html


Edit - updated information

Please be assured that we're very much aware of the plague that is bots (automated game play through third party programs) on the European realms, and are taking steps to address this most severely. While we won't go into details and can't promise immediate visible improvement, we're working diligently to track down and sanction those cheating, especially those negatively affecting the realm economies.

Thank you for your patience on this matter and for continuing to report suspected bots to our in-game support team; the Game Masters.

Here is a link to a collection of threads that give helpful information about "Recruit a Friend". If you have an issue or a question about this service please take some time to go through these.

Recruit a Friend - Helpful resources
Recruit a Friend - Helpful resources

Please find a few how-to guides on what to do should you find yourself either stuck in game or stuck connecting to the game.

Stuck in game

• Can you use auto-unstuck?
  
  If you are not sure where it is, please follow these steps:
  
  - Click on "Help Request" (the red question mark)
  - Click on "Character Stuck"
  - Click on "Auto-Unstuck"
  
  Be aware that this method uses your Hearthstone if you have it and it is not on cool-down. If the Hearthstone is on cool-down then the game will try to "nudge" you out of your stuck location.
  
  
• Are you dead?
  
  You can still use auto-unstuck while dead. It will move you to the nearest Spirit Healer.
  
  
• Can you be summoned?
  
  Try speaking to friends, guild members or players online who are either Warlocks or near Meeting Stones. See if they will be kind enough to help summon you away from the place you are stuck.
  
  
• Can't use auto-unstuck or no-one is around?
  
  Then please raise a ticket and speak to an in-game Support Representative. If you are not sure how to do this, please read this guide:
  
  [Guide] How to make a ticket
  [Guide] How to make a ticket

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

Unable to find Corpse/Resurrect

If a player can not see their corpse on the mini map following death, or is not given an option to resurrect when standing on the corpse, relogging will usually solve this issue. In the event that this does not enable you to resurrect, please submit a help petition to the in-game Support Team and they will assist you further.

Unable to interact with the "Release Spirit" button

If you're unable to interact with the release button after your character dies, you can force your spirit to release by entering the following command into your chat box:

/script RepopMe()

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

Unable to log into your character

• Are you constantly disconnecting with no error message?
  
  The *first* thing that you should do is reset your user interface and run our repair tool. A guide on how to do this can be found here:
  
  How to reset your UI/ Run the Repair Tool
  Frequent Questions and Answers
  
  If this does not work then please contact our in-game Support team from a character that you can log in from and they will be able to move you.
  
  
• Are you disconnecting with an error message?
  
  Please contact our in-game Support team informing them of the error message and they will be able to assist you further. Again if you are unable to raise a petition from the affected character, please use a different one that you can log into.