Contacting Player Support

To contact Player Support, you can:

• Open a ticket.
• Use live chat for account-related, PC and console game issues (during our operating hours).

Note: This article contains screenshots that are for example purposes only. Actual text and visuals may vary.

Open a ticket 

Most issues require that you open a ticket for support. Provide as much detail as possible in this ticket to help Player Support quickly identify and fix your problem.

Important: Player Support cannot accept help requests via direct email message. For assistance, you must open a ticket from the Nexon Support Center.

To open a ticket:

1. Click Submit a Request, located toward the upper-right of the page.
   
   Submit a Request button on the MapleStory support site
   
   Alternately, click the menu icon , and then select Submit a Request if the page has scaled down for smaller screen sizes.
2. Sign in to your Nexon account. If you do not have a Nexon account, create one (you must have a Nexon account to submit a request).
   For help creating an account, see Creating a Nexon account.
3. Select an issue that best represents your problem from one of the topics listed below.
   • Account Related: use this for problems logging in to your account, help with your password, to recover an old account, appeal a ban, and more.
     Note: You can also use the Account Self-Service tool to resolve some of these issues yourself, see Using Account Self-Service.
     
     
   • Billing Services: select this for purchase and currency-related issues, such as receiving an error when buying NX or encountering a purchase failure.
   • Report Abuse: use this to report inappropriate player behavior/abuse, suspected scams, phishing, hacking, and so on.
   • Technical Support: select this for technical issues, such as game crashes/disconnection, poor/slow performance, to report bugs/error codes, or for general troubleshooting help.
   • Gameplay: use this for game-related issues, such as characters and quests, gear and items, and events and contests.
     
     
4. Complete all required fields (marked with a red asterisk).
   These fields vary based on the issues and options that you select. Enter as much specific detail as possible to help us identify and fix your problem more quickly.
   To view an example request as a reference, see Sample ticket below.
5. Attach any supporting files, such as screenshots or a DxDiag report, if applicable.
   For help creating a DxDiag report, see Creating DirectX Diagnostic (DxDiag) Reports.
6. Click Submit.

Your issue is now sent for review and a team member responds to your request as soon as possible with either a resolution or additional questions.

Sample ticket

The following image shows an sample ticket for MapleStory where the player’s character is stuck after completing a quest. It is provided here for example purposes.

Sample request for a MapleStory gameplay issue

Live chat (account-related issues)

If the Account Self-Service tool cannot resolve your account-related issue, try using live chat. Live chat can resolve certain account-related issues for PC and console games, such as:

• Changes to your account (email, phone number, link/unlink and so on)
• Recovering your account
• Resetting passwords (primary and secondary)
• Two-Factor Authentication (2FA)

Hours of operation

Monday – Sunday, 10:00 a.m. to 5:00 p.m. Pacific Time

Important: Live chat is limited to only certain account-related issues. Issues that are not supported will have a ticket opened and forwarded to the appropriate Game Master (GM).

To start a live chat session:

1. From the Nexon Support Center, under PC Games or Console Games, select your game.
   The game’s support site opens.
2. Sign in to your Nexon account. If you do not have a Nexon account, create one (you must have a Nexon account to submit a problem ticket request).
   For help creating an account, see Creating a Nexon account.
3. Click Chat with Us.
   
   Chat with Us button on the MapleStory support site
   
   
4. In Introduce yourself, enter your name and a valid email address.
5. In What can we assist you with, select an issue that best represents your problem.
   Note: If your issue is not listed, a live chat agent can open a ticket for you.
   
   Live chat topics drop-down
   
   
6. In Message, enter the information listed below (if known), and then click Start chatting to initiate the session.
   • Your account's registered email address
   • Name of the game
   • Character name
   • Server played on
   • Description of your issue
     
     Live chat sample message for an account recovery request

The next available agent will respond and you can begin chatting.

Depending on the volume of chat requests, there may be a waiting period before an agent becomes available. Your patience is greatly appreciated.

You can also use the Account Self-Service tool for password resets, email lookups, email updates, and provisional account verification. For more information, see Using Account Self-Service.