What can we help you with?

Troubleshooting FAQ Follow



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Oh no! I wanted to log in and play Realm but my account has been banned! What should I do?

If you have received a "This account has been banned" message upon logging in, then a violation of our Terms of Service was committed on your account. What this entails is that you were probably using third party software, engaging in offensive behavior in-game or using exploits to offer you an advantage. We will not be lenient when it comes to these actions. 

Worry not, however, as the suspension may be temporary. Your account is eligible for a review by one of our support agents if you believe your account was not suspended rightfully. Please contact us directly by visiting the following linkMake sure to use the "Ban Appeal" category and to fill out all required information correctly so that we can service you as fast as possible. 

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I'm stuck on the loading screen and cannot play Realm. How can I fix this?

If you are stuck on the loading screen or for some reason cannot access your account, we advise you to try the following troubleshooting steps to alleviate the issue:

1) If you are playing on a browser, clear your browser cache and completely restart your browser (all tabs).

2) Flush your DNS: If you're playing on Windows, open your command prompt and type "ipconfig /flushdns" without the quotation marks.

3) Check if you have hardware acceleration enabled for Flash.

4) If you're playing on Steam, verify your game cache and if that doesn't work, reinstall the game. 

If none of these steps help you out, please do not hesitate to contact us directly via the following linkPlease make sure to use the "Account Issue" category and to fill in all of the required information so that we can help you out as fast as possible.

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I'm thinking of downloading a third party program to help me out in-game. Does Deca allow this?

Please note that we do NOT approve of the use of cheat programs. Cheats and hacks are in no way affiliated with Deca Games. Attempting to use a cheat to play our games is a violation of our Terms of Service, and presents grave risk to both your privacy and account information.
Downloading cheating software, and entering your credentials in a suspicious website, are the main ways to steal your account information.

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I saw someone cheating or using offensive language in-game. How can I make sure this is looked into?

We accept reports for inappropriate behavior via our support channel. You can submit a ticket by visiting the following linkPlease do make sure to attach any evidence you have of the violation to your ticket so we can follow up properly, thanks!

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I want to change my name, but it appears that the new name I want is taken. Can this be done manually for me?

We do not currently clear inactive or already used account names, so we cannot do a manual name change for you.

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I died on my favorite character and I had very valuable items on it. Can it be revived?

Once a Character has died, you will be unable to play them again, but you are free to make a new character.

While we completely understand the frustration this loss has caused you, our support team is not able to revive or grant back fallen characters in any way, nor are we able to recover any inventory items held by that character at the time of their death.

Please know that the "perma-death" feature is a central mechanic of Realm of the Mad God, so we cannot make any compromises on that end.

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I'm currently playing on Steam/Kongregate, but want to also be able to log in on the browser version of Realm. Is this possible and if so, how?

Yes, we can manually link your account with an email address so you can log in on www.realmofthemadgod.com. Please contact our support team by visiting the following link and they will guide you through the process. Do make sure to use the ‘Platform Change’ category when submitting your ticket.

Note that you will retain access to your previously used platform as well.

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My account is on browser, but I want to play via Steam/Kongregate as well. Is this possible?

We cannot currently link browser accounts to other platforms, such as Steam or Kongregate, so we cannot offer this service to you, apologies!

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I accidentally deleted one of my best characters. Can the character be recovered?

If your character has been deleted, we can recover it for you. You just have to submit a case to our support team by visiting this link and they will help you out as soon as possible. Do make sure to use the ‘Deleted Character’ category.

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I'm having trouble resetting my password, as the email did not arrive and I am getting an "Email sent already! Please wait 10 minutes to try again!' message. How can I fix this?

We suggest you close ALL of your browser windows and retry again in 10 minutes.

If that does not work, please try clearing your browser cache.

If you’re still not receiving a password reset email or are unable to reset your password due to another issue, please submit a ticket by visiting this link.

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I accidentally released one of my pets. Can this pet be returned to me?

 As long as the pet was not used in a fusion, we can restore released pets manually. Please submit a ticket to our support team via this link under the ‘Pet’ category.

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I bought Realm Gold, but I am not satisfied with my purchase/didn't buy the correct amount. How can you help me out?

 Make sure to NOT spend any of the Realm Gold you purchased. Let it remain on your account and submit a ticket to our support team via this link under the ‘Gold / Purchase issue’ category as soon as possible.