During this Tuesday’s regular maintenance (6/11/2002), our upgraded Customer Support website will be implemented.

If you need any type of support, simply go to the Lineage website and click on Support, or go to http://support.lineage.com. Effective Tuesday, June 11th, you can instantly browse our new Solutions Database to find answers to Frequently Asked Questions. You can search for answers by category, keyword, phrase, or complex expression. More advanced users may enjoy using the ‘Browse’ feature to find information based on subject matter and helpfulness ranking as rated by other users.

If you need to contact our support department for personalized assistance, you will be asked to create a support account by entering a user ID (your e-mail address) and password. Once you have created an account, you can take advantage of more advanced features like: asking a question and getting a personalized response, subscribing to receive notification of updated answers/articles, viewing the status of the questions you have asked, customizing your profile, and more. We invite anyone to send feedback on the new site by simply clicking on the ‘Provide Feedback’ link on the Customer Support website.

Key Benefits:

• Empowerment: Using the database to search for answers puts a wealth of information at your fingertips with no need to wait for an answer.
• Direct access: Questions submitted through our web interface will go directly to the appropriate NCsoft team, enabling us to help you faster.
• Multi-level support: Rather than just waiting for an answer, you may check the status of your questions, update your questions, update your preferences, subscribe to receive article updates, browse for answers independently, and offer direct feedback about articles and answers on the site.
• Participation: This system is driven by your feedback! The article rating system will help NCsoft staff identify information that should be added or enhanced, the article subscription system shows us what topics are most important to our users, and information entered via the feedback tab will help us in improving the game, the support pages, and other operations.

Please note that your support account is separate from your game account – if you have any difficulties with your game account, you will still be able to use the Customer Support website to get the help you need.

IMPORTANT! The following mailboxes will no longer actively accept email once the new tool is implemented:
support@lineage.com
billing@lineage.com
marketing@lineage.com
lineagestories@ncaustin.com
screens@lineage.com
bugs@lineage.com
mac-bugs@lineage.com

Instead of direct email, please use the Customer Support website to contact our Game Support, Account Support, Technical Support and Marketing/PR departments.

Articles, screenshots, player stories, and bug reports should also be submitted through this site.

The CS staff is very excited about this new support tool and believes that it will provide customers with a fast and simple way to get the help they need. We look forward to your feedback!