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RAGNAROK: THE LOST MEMORIES (MOBILE GAME)

Account Support

HOW DO I LINK MY ACCOUNT?

You can select a platform you wish to link upon the initial access to the game.

You can also do it after accessing the game with your guest account by accessing your game option;

Menu [at the bottom left] > Options [cogwheel] > Link Account.

*The gameplay data might be lost if you do not link your guest account.


CAN I KEEP USING MY GUEST ACCOUNT?

Playing the game with a guest account may result in gameplay data lost.

[Possible cause of losing gameplay data]

- Deleting and reinstalling the game before linking the account
- Deleting data before linking the account
- Changing a device before linking the account

[How to check the current account status]

Menu [at the bottom left] > Options [cogwheel] > Link Account.

Please enjoy the game after linking your account for a safer gameplay.

* If you linked your account with Google and changed the OS, the Google login might not be supported. We recommend that you to link your account with Facebook instead.

MY ACCOUNT SUDDENLY DISAPPEARED!

In case of an account loss (account deletion, etc.);

Please note that if you delete cache/data and reinstall the app or log out, etc. before linking your account with Facebook or Google, all the gameplay data including all paid items will be deleted.

As we do not collect your account information, we cannot provide any help with an account loss.

CAN I SWITCH MY LINKED ACCOUNT TO ANOTHER ONE?

It is not possible to switch your already linked account to another one.

If you want to start a new game with a new account, you could unlink your account and delete/reinstall the game

MY ACCOUNT WAS STOLEN AND ALL MY ITEMS ARE LOST. CAN YOU RESTORE IT?

We do not have access to your Facebook, Google or Apple account so it is not possible for us to verify if it is a legit case of theft, hence we will be unable to provide any assistance with the restoration of your items.

For problem with your Facebook/Google account, please contact them directly through the URLs below.


[Facebook Customer Service]

- Facebook customer service regarding account issues: https://www.facebook.com/help/163632097095097


[Google Customer Service]

- Google customer service regarding account issues: https://support.google.com/accounts/?hl=en#topic=3382296


[Apple Customer Service]

- Apple customer service regarding account issues: https://support.apple.com/en-us/HT204169#us-can

CAN I CONTINUE USING THE PREVIOUS DATA AFTER CHANGING A DEVICE?

If you have already linked your account, you can continue using the account even after changing your device.

If you were using a guest account, all game data would be lost and you will not be able to continue using it upon changing of device.

Please make sure to link your account when playing the game.

Game Support

WHAT ARE THE SYSTEM REQUIREMENTS FOR PLAYING RAGNAROK: THE LOST MEMORIES?

Minimum requirements:

[Common]
Open GL 3.0 & above

[android]
Memory 2G & above
Galaxy S6 & above
OS : Android 5.0 Lollipop & above (API level 21)

[ios]
iPhone5S & above
OS : IOS 11.0 or above

I DON'T WANT TO RECEIVE A PUSH ALERT!

You can follow the steps below to disable Ragnarok: The Lost Memories's Notification

In-game Menu > Options > uncheck the ""Allow Push Notification / Allow Night-time Push Notifications"" box.

Note that you will not be notified of timed rewards and events if you have proceed with the above settings.

I FREQUENTLY GET DISCONNECTED AND THE APP ABNORMALLY CLOSES WHILE PLAYING THE GAME!

The frequent disconnection and game crash could be caused by the lack of RAM or storage and/or data crashes.

If the above issue occurs frequently, you may considering trying the following:

- Close unnecessary apps while playing the game.
- Delete unused apps to secure enough storage(capacity).
- Use personal Wi-Fi rather than public Wi-Fi or use a data network.
- Delete and reinstall the app.
- Reboot your device.

* If you were using a guest account, you will lose all your gameplay data after deleting the game so please make sure to link your account first!

* If you were on an Android device, please delete the data first before deleting the app by following the below steps.

(Steps: Setting on your device > Application > Ragnarok: The Lost Memories > Storage > Delete Data > Delete the app)

Due to different settings of devices, some devices (older models) may not support smooth gameplay.

A PROBLEM OCCURRED WHILE DOWNLOADING AND INSTALLING THE GAME!

It could be caused due to unstable network conditions, a lack of storage, data crashes, etc.

If you have problem installing the game, you may consider trying the following:

- Delete and reinstall the game.
- Secure enough storage as the game requires a large capacity for an initial resource download.
- Use personal Wi-Fi rather than public Wi-Fi or use a data network.
- Reboot your device.

I CAN'T ACCESS OR RUN THE GAME!

Firstly, it could be a problem affecting all players or the server might be under maintenance so please check our official community page for an announcement.

It could also be due to unstable network or data crashes, etc. you may consider trying the following:

- Close unnecessary apps while playing the game.
- Delete unused apps to secure enough storage(capacity).
- Use personal Wi-Fi rather than public Wi-Fi or use a data network.
- Delete and reinstall the app.
- Reboot your device.

* If you were using a guest account, you would lose all your gameplay data after deleting the game so please make sure to link your account first!

* If you were on an Android device, please delete the data first before deleting the app by following the below step.

(Steps: Setting on your device > Application > Ragnarok: The Lost Memories > Storage > Delete Data > Delete the app)

If the problem persists, please contact our customer service with detailed information and screenshots. We’ll try our best to help you out.

I WANT TO TURN OFF THE SOUND(BGM/EFFECTS).

You may set the volume of the Sound Effect / Background Sound by going to the following:

Menu > Option > Sound Effect / Background Sound

HOW DO I JOIN OR CREATE A GUILD?

Guild system will be unlock after you have completed a certain main scenario mission

Billing Support

WHAT IS RAZER GOLD?

Razer Gold is a virtual credit backed by Razer for gamers. For detailed information please visit https://gold.razer.com/help?section=0

HOW DO I GET RAZER GOLD?

Check https://gold.razer.com/gold/how-to-reload on how to get Razer Gold.

I ACCIDENTALLY PURCHASED THE WRONG ITEM AND I WANT AN EXCHANGE?

We are unable to exchange items that have been confirmed for purchase.

You may like to submit a refund request with our customer service team, for a full refund.

A new purchase on the desired item may be made again online on your end.

WHY AM I BEING CHARGED MORE THAN WHAT IS STATED ONLINE? ARE THERE ADDITIONAL FEES?

Gravity Game Hub has no additional or hidden charges.

There may be additional transactional fees with your issuing bank and you are advised to check with your respective card-issuing bank for more information.

Gravity Game Hub will not reimburse customers for any fees imposed by your card-issuing bank. All payment methods mentioned are subjected to the country’s participating bank policy.

I DIDN'T RECEIVE WHAT I PURCHASED! (ANDROID)

The error may occur due to a network connection issue.

If you did not receive an item after purchasing, please close the app and restart it.

If the problem still persists, please contact our customer service.

[Required information for 1:1 Inquiry]

- Inquiry details:

- Payment date & time:

- Character name:

- Purchased item name & price:

- A screenshot of the receipt:

* As for orders made on Google Play, please check your Google email for the receipt.
Please submit the above inquiry to our customer service. We’ll do our best to check out the issue as soon as possible.

I DIDN'T RECEIVE WHAT I PURCHASED! (IOS)

The error may occur due to a network connection issue.

For iOS(iPhone), all payments are handled by Apple hence you will have to contact them directly.

[How to request for a refund]

Apple Support > Start > Select iPhone/iPad
Select iTunes Store, App Store or iBook Store
Select ‘How to restore lost purchases’
Select ‘Receive an email reply’
Write your name/email address, etc. on the contact information field
Refer to the followings to fill in the detailed information field

- Device: The device model of your iPhone or iPad

- App: Ragnarok: The Lost Memories

- Order number: Write the relevant order number that experienced the purchase error

- Reason for a refund: Write the detailed information (ex. Item not received after a purchase)

* You might face penalties if you cancel a normal purchase before contacting our customer service. Please make sure to contact our customer service and ask to retrieve items first.

Bugs & Errors

HOW DO I REPORT A BUG?

If you find a bug within the game for example,
- Unable to create character,
- Encounter error message,
- Character stucked,
- Unable to complete quest,
- Unable to receive or receive wrong amount of quest/event reward,

please submit a ticket under the Bug/Error category.
We ask that you include a screenshot/video of the issue and provide as many details as possible for us to review this issue.

Violations

HOW CAN I REPORT A USER FOR GAME VIOLATIONS?

Report any in-game violations by submitting a ticket under the Game Violation category.

For violations such as in-game fraud, harassment, user with inappropriate IGN, monetary trading, advertising none in-game content, please provide us with screenshot(s) of the incident if possible.

For violations such as hacking, glitch abuse, botting, please provide us with video(s) of the acts if possible.

Providing us the evidences will better help us with the investigations.

RAGNAROK ONLINE (PC GAME)

Account Support

HOW DO I REGISTER FOR A GNJOY ACCOUNT?

You can register for a Gnjoy account here.

Email address is required to complete the registration.

HOW DO I CREATE A GAME ACCOUNT?

Your registered Gnjoy account is your game account. 

I FORGOT MY GNJOY ACCOUNT ID

This function will be available soon. Sorry for the inconvenience caused

I FORGOT MY GNJOY ACCOUNT ID PASSWORD

Please visit here and click on Forget Password

I WOULD LIKE TO CHANGE MY EMAIL ADDRESS

Changing of email address is currently not supported in Gnjoy portal. Please make sure to double-check your inputs before registering. 

I WOULD LIKE TO DELETE MY GNJOY OR GAME ACCOUNT

Accounts created cannot be deleted. You can contact our admin using Ragnarok Online Inquiry Web Form should you have any concern.

MY ACCOUNT HAS BEEN BANNED/SUSPENDED

If you are seeing this message, it is very likely due to game violations. You can contact our admin using Ragnarok Online Inquiry Web Form

MY ACCOUNT HAS BEEN HACKED/COMPROMISED

If you think your account may have been hacked or compromised, please secure your account and contact us immediately.

IS ACCOUNT SHARING ALLOWED?

Only you are allowed to access your own account. Account sharing is strongly discouraged. You are responsible for all activities performed on your account.

SUPPORTED EMAIL DOMAINS

Below are the email domains accepted for Gnjoy Account registration.

@gmail.com

@yahoo.com

@aol.com

@outlook.com

@hotmail.com

@msn.com

@163.com

@qq.com

@naver.com

Game Support

WHAT IS RAGNAROK ONLINE?

Ragnarok Online(RO) is a massive multiplayer online role-playing game created by Gravity based on the manhwa Ragnarok by Lee Myung-jin.

WHERE CAN I DOWNLOAD THE GAME CLIENT?

Game client will be available for download when it's nearer to the release date. Please stay tune to our Facebook page for the latest news!

WHERE CAN I FIND THE LATEST GAME NEWS AND UPDATES?

All latest information on our version of RO can be found at our RO Gnjoy portal and official Facebook page.

IS THERE A MONTHLY FEE FOR THE GAME?

Ragnarok Online GGH is free-to-play. However, there is a Cash Shop in game that allow players to purchase items to enhance their gaming experience.

CAN I PLAY ON MAC OS?

Unfortunately no. Ragnarok Online is only available on Windows.

HOW DO I CREATE A CHARACTER?

To create one, you will need to start the game client. After logging into the game, you will see a character creation screen. Click on the box and a popup will appear to create a character.

WHAT CLASS IS BEST TO PLAY?

Every class is unique in their own ways. Some classes are useful in Player Vs Environment (PVE), and some are useful for Player Vs Player(PVP). We encourage you to try out different classes and pick one that suits your playstyle.

WHAT STATS SHOULD I ADD ON MY CHARACTER?

It will depend on what job you intend to play. There are plenty of resources online that could help you with building your character.

CAN I RESET MY STATS/SKILL POINTS?

You will need Reset Stone Box to reset your Stats, and Reset Skill Box to reset your Skill points. These are premium items that can only be obtained through the in-game Cash Shop.

To reset your stats, visit NPC Reno Reset, located at Prontera 183, 209.
You must possess a Reset Stone to do this.

To reset your skills, double-click on the Reset Skill Stick(open from Reset Skill Box). Your character must be in town, with 0 weight, and cannot be using Pushcart, Falcon or riding a Pecopeco.

CAN I CHANGE MY CHARACTER NAME?

In order to change a character name, an item Change Name Card is required, which is available through the Cash Shop.

HOW DO I GET OTHER HAIRSTYLES AND COLORS?

The Cash Shop offers hair and clothing dyes to let you change the looks. This includes reverting back to the original look.

CAN I TRANSFER MY CHARACTER TO ANOTHER SERVER?

No, you can't. You will need to create a new character on that server.

CAN I CHANGE THE GAME LANGUAGE?

No, you can't. Only English language is available as of now.

HOW TO DELETE MY CHARACTER?

To delete a character, go to Character Screen and chose the character you wish to delete. Once the character is selected, click on the Delete button. Do note that the deletion process is not immediate in order to give user a chance to cancel it.

MY CHARACTER IS STUCKED, WHAT SHOULD I DO?

You can either use a Fly Wing to teleport to a random location on that map, or you can use a Butterfly Wing to return to your save town. If you have trouble doing so, please contact us to resolve the issue.

HOW DO I REDEEM CODE AND CLAIM THE ITEMS?

Login to our Gnjoy portal and click on Redeem Code. The items will be sent to you in game through the Rodex system.

HOW DO I CREATE A GUILD?

You will need an Emperium, an item dropped from monsters, or purchasable from other players in game. Once you have an Emperium, type /guild "guild name" in the chat box.

HOW CAN I OPEN A SHOP IN-GAME?

It is only limited to Merchant classes. To open a shop, a Merchant must learn the Vending skill, and must have items placed in the Pushcart.

HOW DO I RENT PUSHCART, PECO PECO/GRAND PECO AND FALCON?

- Merchant classes can rent Pushcart from Kafra employees
- Knights can rent Peco Peco riding mount in front of Prontera Chivalry in Northwest Prontera.
- Crusaders can rent Grand Peco riding mount in front of Prontera Church in Northeast Prontera
- Hunters can purchase Falcon in the Hunter Guild.

HOW DO I GET A PET?

You will need a pet taming item and a Pet Incubator. Icubators can be purchased from various pet NPCs in major cities, and pet taming items are obtained from certain monsters. Search online and you will find plenty of resources.

WHAT IS THE RESPAWN TIME FOR MVP?

Each MVP has its own respawn timer. It can range from 60 mins to 12 hours.

WHEN IS WAR OF EMPERIUM?

Schedule of War of Emperium will be announced at a later time.

WILL PROMOTIONAL COSTUME RETURN?

Costumes available from Pre-charge event, Razer promotions, or other similar promotions will only be obtainable through the event itself and will not be re-released. We intend to keep it this way.

Billing Support

WHAT IS RAZER GOLD?

Razer Gold is a virtual credit backed by Razer for gamers. For detailed information please visit here

HOW DO I GET RAZER GOLD?

Check https://gold.razer.com/gold/how-to-reload on how to get Razer Gold.

WHAT IS KAFRA POINT (KP) AND HOW DO I GET IT?

Kafra Point (KP) is a currency used for buying items in the Cash Shop. To get KP, please login to Gnjoy portal and click Topup on the top panel.

CAN I GIFT KAFRA POINT (KP) TO SOMEONE ELSE?

KP cannot be sent as gift once it has been topup to an account.

IS THERE AN EXPIRY TO MY KAFRA POINT (KP) IF LEFT UNUSED?

KP has no expiry date. It will remain in your account until its used.

CAN I TRANSFER MY KAFRA POINT (KP) TO ANOTHER ACCOUNT?

KP cannot be transferred once it has been charged to an account. Please ensure KP is charged to the correct account as the process is irriversible.

I HAVE STOPPED PLAYING. CAN I REFUND MY UNSED KAFRA POINT (KP)?

Unused KP cannot be refunded. However, your KP will still be usable when you return to the game in the future.

Bugs & Errors

HOW DO I REPORT A BUG?

If you find a bug within the game for example,
- Unable to create character,
- Encounter error message,
- Character stucked,
- Unable to complete quest,
- Unable to receive or receive wrong amount of quest/event reward,

Please use our Ragnarok Online Inquiry Web Form
We ask that you include a screenshot/video of the issue and provide as many details as possible for us to review this issue.

Violations

HOW CAN I REPORT A USER FOR GAME VIOLATIONS?

You can report any in-game violations by submitting an inquiry using our Ragnarok Online Inquiry Web Form.

For violations such as in-game fraud, harassment, user with inappropriate IGN, monetary trading, advertising none in-game content, please provide us with screenshot(s) of the incident if possible.

For violations such as hacking, glitch abuse, botting, please provide us with video(s) of the acts if possible. (max 20mb)

Providing us the evidences will better help us with the investigations.

Technical Support

WHAT ARE THE SYSTEM REQUIREMENTS FOR PLAYING RAGNAROK ONLINE?

Minimum Specifications

Operating System:Windows 10 (32/64 bit)
CPU:Pentium 4, 3.0G / Athlon 64 3700+
Memory (RAM):1GB
Hard Disk Space:8GB
Monitor Resolution: 640 x 480 (or higher)
GPU:3D Acceleration & at least 16MB on-board RAM
Sound Card:DirectSound (or compatible with 3D Sound Effect Support)
Input Devices:Keyboard & Mouse
DirectX:8.1 (or newer)


Recommended Specifications

Operating System:Windows 10 (32/64 bit)
CPU:Intel i3-530 or higher / Athlon 64 x2 6000+ or higher
Memory (RAM):8GB
Hard Disk Space:10GB or more (SSD)
Monitor Resolution: 640 x 480 (or higher)
GPU:3D Acceleration & at least 16MB on-board RAM
Sound Card:DirectSound (or compatible with 3D Sound Effect Support)
Input Devices:Keyboard & Mouse
DirectX:8.1 (or newer)

MY GAME HAS NO SOUND.

First please ensure your hardwares are functioning properly before proceeding with the steps below.

1. Launch the Setup application in your game folder.
2. Ensure both BGM Volume and Effect Volume is ON
3. Move the sliding bars to the middle or toward max.
4. No Sound checkbox should be left unchecked.
5. Go to in game and check your Sound Configurations and make sure they are similar to your Setup settings.

I ENCOUNTER "CANNOT INIT D3D ERROR" MESSAGE

This is usually caused by your graphics card and its drivers.

Please read the following to see if you have a graphics card problem
Click Start > Run > and type in dxdiag in the window the appears. It should bring up a diagnostic program. If it does not, then you do not have DirectX installed and you should download it from the Microsoft Website.
Make sure you have installed updated drivers for your Graphics Card.
In Setup, you should now be able to select graphics options and should no longer be receiving this problem.

I ENCOUNTER "FAILED TO CONNECT TO SERVER." MESSAGE

This is usually a connection issue between the client and game server.

Here could be some reasons you are getting the message:
1. Your internet connection could be unstable.
2. Your firewall is blocking RO from connecting.
3. The game server may be down. Check our website or Facebook for news and updates.

WHY DO I EXPERIENCE LAG?

Lag problems are usually caused by connection issues between the user and our Ragnarok Online servers.

Here could be some reasons you are experiencing lag
1. Your ISP is be doing some maintenance works which may cause your internet connection to be unstable.
2. Check if there are any downloading, streaming or peer-to-peer file sharing programs going on. If possible, turn them off and try playing the game again.
3. Your computer specifications may be under the minimum requirements. 
4. Ragnarok Online servers could be jammed up. Check our RO Gnjoy or Facebook page for news and updates on such issue.