You can find the most common questions related to items and cosmetics answered here. Have a question that's not answered here or in any of our articles? You can contact support here.
Where is the game time that's included with my package purchased?
Game time included is intended to be used once Ashes of Creation has launched, not for our Alpha or Beta testing. We will add purchased game time to accounts at a later date (closer to when you'll actually be able to use it). Stay tuned!
Where are my backer stretch goal rewards?
The stretch goal rewards for backing either Kickstarter or the Summer campaigns will be added to eligible accounts at a later time.
Are cosmetics account-wide?
A cosmetic skin can only be used by one character at a time, but it's transferrable between characters on an account.
I missed out on a previous months' cosmetic item(s). Can I still purchase it?
Unfortunately, once the item is removed from the store, it can no longer be purchased.
Can I swap out my cosmetics for a previous or future months' cosmetic?
No, your item purchase cannot be swapped for a different item(s).
Can I gift or transfer an item or package to a friend?
Unfortunately, gifting and item transfers are not available.
I accidentally purchased an item I don't want, can I get a refund?
Purchases are generally considered final. However, you may review our refund policy to see if you're eligible for a refund. Refunds are granted under limited circumstances and must fall under the guidelines outlined in the policy.
I'm missing a purchase on my account, what can I do?
If you recently migrated, it may take up to 48 hours to display on your account. If that doesn't apply to you, and you're certain that it's the right account and the purchase successfully completed, please open a support ticket so our team can assist you.