FAQs - 1. Garena Account

[CoBRa.N3V3R]

FAQs - 1. Garena Account

1. How to protect my Garena account?

• Use a secure password for your Garena account. A secure password should be at least 8 characters long, with a mixture of numbers and alphabets and a mixture upper case and lower case alphabets.
• Verify your email address with Garena so that you can reset your account password when necessary. To verify your email address, go to www.garena.com and select from the top menu Garena Verify Email.
• Do not share your Garena account password with anyone. Garena staff will never ask for your password.
• Make sure that you only enter your Garena account information on official Garena websites and legal software downloaded from official Garena websites. Be careful not to enter your Garena account information on phishing sites.

For more information, please visit : http://forum.garena.com/showthread.p...t-Your-Account



2. My account is lost/hacked and I lost the password to my Garena account
Step 1: Recover your password through http://account.garena.com/forgot/
Enter your registered email address and username to reset your password. If this doesn't work, proceed to the next step.

Step 2: Submit a ticket through http://support.garena.com/support/email/
Please provide the necessary account details such as:
Username :
UID :
Registered / Verified Email :
Proof (The screen shots of you using your account in room, in garena forum, transaction ID if you ever bought any garena item, etc)


Step 3: Send a request at account@garena.com if you do not have a valid email address registered with Garena, and Garena friendly Customer Service agents will help you. In order to establish the ownership of the account, Garena Customer Service agents will ask for certain documents. We apologize that for security reasons, Garena Customer Service agents will not be able to help you if you cannot provide the documents required.

Wait for their reply and please don't send multiple emails to avoid confusion. Be patient since it might take some time for the Customer Support Team to reply depending on the traffic of emails.



3. I lost the password the email address I registered with Garena

• Contact your email service provider to reset the password for your email account.
• You may contact Garena Customer Service at http://www.garena.com/support/email to reset the email address you registered with Garena. To establish the ownership of the account, Garena Customer Service agents will ask for certain documents. We apologize that for security reasons, Garena customer service agents will not be able to help you if you cannot provide the documents required.

4. How to change my email address, or my gender, or my location?
You may contact Garena Customer Service at http://www.garena.com/support/email. To establish the ownership of the account, Garena Customer Service agents will ask for certain documents. We apologize that for security reasons, Garena Customer Service agents will not be able to help you if you cannot provide the documents required.



5. My account was banned

There are two type of ban in Garena

• Ban from room : You still can login in Garena Client or Garena Messenger, but cannot join certain room.
  To unban: You need to post an unban request at the respective country zone section at FairPlay Forum at http://fairplay.garena.com
• Ban by System : You cannot login at all.
  To unban: You need to buy unban card from http://shop.garena.com to unban yourself
• Ban by Administrator : You cannot login at all.
  
  It could be because of your recent transactions with Garena. Please note that Garena will not allowed:
  • Top up Shells using single credit card on multiple accounts
  • Top up Shells using multiple credit cards on a single account
  as this is a suspicious case for fraudulent payment.
  To unban: You need to contact Garena Customer Service at http://www.garena.com/support/email and submit all the transaction detail. To establish the ownership of the account, Garena customer service agents will ask for certain documents. We apologize that for security reasons, Garena Customer Service agents will not be able to help you if you cannot provide the documents required.

6. I want to know the reason about my account being banned
You may send an email to account@garena.com and Garena Customer Service agents will help you. Please clearly state your Garena user name and your reason in the email.



7. How to change my Garena account user name?
You may change your Garena account user name by purchasing Name Changer in the Garena Shop, http://shop.garena.com.



8. An error message 'Invalid username or password or account not enabled' appeared
This is mostly happened with newly created account. The servers might be delayed, temporarily not available, or offline. Please wait for some time and try to login again by changing the server. We are really sorry for the inconvenience caused due to our server delays.



9. Upon email verification, I did not receive any mail to verify my email
Kindly check the spam folder on your email, or wait for a few minutes to receive the verification mail.
Please report immediately to support@garena.com if the link is not working.



10. I have sent email to Garena Staff but I did not received any reply yet

[CoBRa.N3V3R]

FAQs - 2. Garena Shells and Gold Member

1. I was banned by administrator
It could be because of your recent transactions with Garena. Please note that Garena will not allowed:

• Top up Shells using single credit card on multiple accounts
• Top up Shells using multiple credit cards on a single account

as this is a suspicious case for fraudulent payment.
To unban: You need to contact Garena Customer Service at http://www.garena.com/support/ac and submit all the transaction detail. To establish the ownership of the account, Garena customer service agents will ask for certain documents. We apologize that for security reasons, Garena Customer Service agents will not be able to help you if you cannot provide the documents required.


2. What is Transaction ID? How to find it?
Transaction ID is a unique string of alphabets and numbers that identifies a particular transaction. Upon each successful Shell top up transaction, a notification email with transaction ID will be sent to your registered email address. Below is a sample of email notification:
Subject: Garena Topup [Transaction: B66F39B4C92A4CBFA6D3F31E0447FB12]
Date:
From: noreply@garena.com
To: [Your Email Address]
Hello [Your User Name],
Congratulations on topping up your shell account.
250 shells were added to your account from Paypal. You now have 1000 in your account.
Please note that it may take a few moments for this transaction to appear in your account.
Thanks and go play!
- Your Garena team





3. How to show my evidence of payment?
Different payment gateways may have different payment confirmation. You need to check with the gateway you have used. Here is some general guide.

• For PayPal, a confirmation will be sent to your email account.
• For e-wallet gateway, typically you can see a confirmation section (or emailed to you sometimes) after you have completed purchase, and typically you can check your transaction records on the online portal.
• For mobile phone payments, the sms sent to your phone serves as a purchase confirmation.

4. How do I contact Garena for payment related support?
You may contact Garena Customer Service at http://www.garena.com/support/email. To establish the ownership of the account, Garena Customer Service agents will ask for certain documents. We apologize that for security reasons, Garena customer service agents will not be able to help you if you cannot provide the documents required.



5. Where can I purchase prepaid card?
We have a network of Prepaid Card point of sales across South East Asia and in some other parts of the world and we look forward to expanding our outreach worldwide. Electronic version is also available through some of our distribution partners whereby you can make purchase and receive Prepaid Card number and password electronically upon successful transaction. To view the list of Garena Prepaid Card distributors, please visit (http://pay.garena.com/all_prepaid/). You can also get our Prepaid Card from our approved retailers: (http://pay.garena.com/retailers/).



6. Can I purchase Garena Gold Membership for my friend?
No. Currently Garena users can only purchase Gold Memberships for their own accounts.
But you can purchase it through our approved retailers and ask them to send it to your friend. Check our list of approved retailers at http://pay.garena.com/retailers/



7. I bought Garena Shell but I still have not received it
We are really sorry for the inconvenience caused due to our server delays. Please wait for some time and try to login again. If you still have not received it, please contact payment@mail.garena.com and include the necessary details. Provide the proof of your transactions to support your ticket.



8. I bought a Gold Membership but I am still a Basic Member

[CoBRa.N3V3R]

FAQs - 3. Garena Forum

1. I want to report a maphacker, spammer, and leaver in my game.
Please report it in the respective country zone section at FairPlay forum at http://fairplay.garena.com



2. I want to report an abusing moderator and/or channel admin.
Please report it in the Channel Moderator Complaints section at http://fairplay.garena.com/forumdisp...tor-Complaints



3. I want to contact Admins because I want to request something.
Please post your requst in Contact Admins section at http://fairplay.garena.com/forumdisp...Contact-Admins



4. I have a great idea to improve or new feature for Garena

[CoBRa.N3V3R]

FAQs - 4. Garena Client and Messenger

1. I cannot login in using Garena Client.

• Check and make sure that your internet connection is up running.
• Try to switching to a different Garena server.
• Try to uninstall Garena Client, download the latest version from http://download.garena.com, and reinstall your Garena Client.
• Try to ping con1.garenaconnect.com and con1.garenaconnect.com to see if your connection is blocking Garena Server.
• Make sure that you add Garena Client into the safelist of your antivirus and firewall.
• Try to disable, close, and uninstall all of your antivirus and firewall.
• Try to change the UDP port from 1513 into any port number.
• Try to login several time later, it might be some issues with Garena server.
• Use Garena Messenger for a while. Download it from http://messenger.garena.com

2. An error message 'Invalid username or password or account not enabled' appeared.
This is mostly happened with newly created account. The servers might be delayed, temporarily not available, or offline. Please wait for some time and try to login again by changing the server. We are really sorry for the inconvenience caused due to our server delays.



3. I could not select any region in my Garena Client

• Try to minimize then maximize your Garena Client
• Try to drag the region border line to the right so that the region area will become more wider
  

4. I cannot see other country rooms
Our Garena Client is updated with the visibility of the rooms based on IP. For example, a user from Singapore IP (with English version of the client) will only be able to see all rooms in ASEAN except VN . The purpose of this change is to provide better and more localized service to Garena gamers from all over the world.
You can still join the room if any of your buddy list is in the room by tracing them.



5. My EXP is stucked and/or decreased

[CoBRa.N3V3R]

FAQs - 5. Garena Clan

1. How to create a clan?.
You can create a new clan in two ways:

1. You can click the "Create a Clan Now!" button on the left hand side of the clan homepage or clan list page. You need to fill in some essential information, such as clan name, associated game and country, to complete creation of your clan.
2. Alternatively, you may click the "Create a Clan" button under your preferred game category in the Garena Clan overview panel at the bottom of the clan homepage.

Please take note that a beta key is required during Closed Beta Testing (CBT) and may be required during Open Beta Testing (OBT), in order to create a clan.



2. How can I obtain Beta Key?
Beta key is a special string of characters that is required to create a clan at the beta testing stage.
The application for Beta Key has been closed several months ago, no more new application.
For the latest news regarding Garena Clan and Beta Key, kindly visit http://clan.garena.com.



3. I cannot import my old clan