Camelot EU Takeback FAQ
In-Game Support
- What will happen to my existing characters?
- Your existing characters will be exactly as they were on the European servers. They will have the same stats, equipment, etc. as you left them prior to this changeover. This includes all characters, both on active and inactive accounts.
- Will I keep my player housing? Will my personal vault transfer over? Will my guild transfer over?
- For the initial transfer to Mythic, all game information will be preserved so housing, vaults, and guilds are preserved. When we merge them into our NA system, they will be offered the same type of transfers as we currently offer to NA customers. Their vaults and property from their house will transfer as will the value of the deed to their old house. On the destination server, they will need to buy a new house. Guild transfers will be handled using the same mechanism as well.
- Will my friends list remain the same?
- Your Friends list will remain intact
- Can I create new characters on my transferred account?
- If you have room on the server for new characters, absolutely!
- Will there be Non English speaking servers be offered?
- Yes! We will be maintaining copies of the current EU servers in all languages temporarily while preparing new servers in German and French.
- What will happen with my characters on English (UK), Italian and Spanish language servers?
- At this time, the intent is to allow the transfer of characters from the English (UK), Italian and Spanish servers to transfer to their choice of Ywain (NA) or the new French or German servers (EU).
- Will I be able to transfer to North American servers immediately?
- Not immediately. We will be upgrading everyone to 1.100, and this task is a large endeavor on its own. In order to ensure the best possible experience for you, we will be mirroring your existing server/cluster setup, while also upgrading you at no cost to 1.100. Once this has been accomplished and we’re confident that everyone is ready to placed in their new homes, transfers will begin.
- Will characters from North American servers be able to transfer to Non–English servers? Vice Versa?
- We have yet to finalize a decision on this subject, but at this time we’re considering the possibilities of transfers off of Ywain to the new Multilingual servers.
- How do I contact customer support?
- Customer Support Representatives (CSRs) field in-game appeals from players. To file an appeal about an issue, please use /appeal and follow the instructions given that matches the nature of the trouble you’re encountering.
- To dispute a Name Change which was performed by a CSR, please email names-EU@darkageofcamelot.com with a full description of why you feel the name change should be reversed. Please note: We do not offer name changes by request.
- To dispute any violation placed on your account other than a Name Change, please email dispute-EU@darkageofcamelot.com with a full description of why you feel the warning on your account should be reviewed/altered/removed. Please note: The turnaround time on a response from Dispute is (72) hours, usually less.
- Will Mythic offer customer support in multiple languages?
- Customer Support for all servers will only be offered in English. However, CSRs will be available 24/7 on all servers, regardless of the language assigned to the server.
- Who should I contact if I have problems during the transfer?
- You will be able to contact our Customer Support department (as instructed above), however at certain points during the handover we will be unable to assist you immediately.
- What hours will Customer Support be available?
- CSRs are available 24 hours a day, 7 days a week, 365 days a year!
Billing and Technical Support
- How do I get the game client if I am a returning player and I can’t find my install disks?
- Mythic will host the clients to download as soon as they are available. Please check back on the Herald (http://www.camelotherald.com) for updates regarding this.
- What if I am a returning player who has misplaced/forgotten their account information?
- You will be able to recover your account information if you have access to the email address you originally used to create the account.
- Will I be able to resubscribe immediately if I am a returning player?
- At this time there will be a short transition period during which returning players will not be allowed to reactivate their accounts. This is due to the process to transfer information from GOA to Mythic Entertainment. Please check the Herald for updates on how long this period will last and when you will be able to reactivate your account.
- Who will I contact for tech support/billing support?
- There are a few different contact points for Billing and Technical Support. Please note that all Billing and Technical Support will be provided in English only.
- If you would like to contact Billing or Technical Support via email, please email: support-EU@darkageofcamelot.com.
- If you would like to contact us via phone, please call: 001-650-628-1001. Our phone support hours are 4pm to 4am CET (10am to 10pm EST), 7 days a week.
- Will all of my account information be the same?
- Your initial experience with logging into the game should be the same. Your Login and Password will be the same during the first phase. Once we are to the point of merging accounts and characters into the Mythic system fully, your Login Name may need to change due to duplicate account name conflicts. Please remember that your master account is used to log in to the account center while the product account is used to login to the game. We will create a master account for each GOA user with the same name and password as their old GOA DAoC account.
- Will I have to resupply my billing information?
- Initially, no you will not. The first month of this service with Mythic will come at no cost to you. As we move into merging accounts and characters into the NA system fully, you will need to investigate the payment methods and options we have available to you, and may need to alter your information.
- Will there be a new account center?
- Indeed, you will have a new Account Center, which will be a mirror of the NA Account Center. The URL for your initial Account Center is https://eu-accounts.eamythic.com (site will go live on February 17th, 2010). As we move into merging accounts and characters into the NA system fully, you will then be using the NA Account Center. The URL is https://eu-accounts.eamythic.com/.
- Am I able to make a new account?
- Absolutely!
- How will I manage my account?
- Please see the “Will there be a new account center?” question.
- What form of payment will be accepted?
- Our plan is to support a wide variety of payment methods the details of which will be addressed in the coming weeks, so please be sure to check the Herald for more information regarding new payment methods as they come available.
- Will I be able to use the existing patcher client?
- During the transition period your existing patcher client will automatically update to the new Mythic patcher. In addition we will be supplying the patcher as a manual download. The location will be communicated at a later date on the Camelot Herald.
- What hours will Tech Support and Billing Support be available?
- Billing and Technical Support hours of operation 4pm to 4am CET (10am to 10pm EST), 7 days a week.
- Will there be a support website?
- Yes there is, but most needs
can be covered with an email to support-EU@darkageofcamelot.com initially. The URL is http://support.
darkageofcamelot.com/ - Will I be eligible for new trials or reenlistment?
- The existing Camelot trials/re-enlistment will continue to function as it behaves on the North American system
Community
- Will The Camelot Herald be translated into multiple languages?
- The Herald will be offered in English only.
- What version of the game will the new servers use?
- At this time we are making every effort to have all servers on the current version at the time of the transition from GOA servers to the new Mythic servers.
- Where will I find what is different from the new version and the current EU version?
- You can find all of the most recent (and previous) patch notes on the Camelot Herald here.
- When is the change from GOA to Mythic expected to take place?
- At this time, GOA is scheduled to discontinue the current DAoC servers on 16 February 2010. Mythic will be bringing our servers online the following day, 17 February 2010.
- Will I have access to the Pendragon test server?
- This has yet to be determined.
- Will the cost of my subscription change?
- No, the cost of your subscription will remain the same.
- Will RvR/Crafting stat tracking on the Herald continue?
- At this time, we will not be supporting in game stats on the new servers.
- Where will I find game news?
- All current Dark Age of Camelot related news will be found on the Camelot Herald: http://www.camelotherald.com
- Will there be a knowledge base in multiple languages on the Herald?
- The DAoC Knowledgebase is only offered in English at this time.
- How can I submit feedback?
- You can submit feedback via the “Submit Feedback” tool on the Camelot Herald.
- What language will the patch notes be published in?
- The Official patch notes will be published in English.
Development
- How will my in-game and out of game experience change with Mythic?
- In-game, the EU servers will be on the same version as the US servers. All the same content and rewards will be available no matter what server you are on. In addition, in-game appeals are available to get assistance with issues you encounter 24hrs a day.
- Out of game, players will have access to tech and billing support as well as the US herald and herald feedback forms.
- During what hours will server maintenance be performed?
- We strive to start maintenance at the least impactful time of day for all of our players. This usually results in midday GMT maintenance windows. As to when the maintenance ends depends on the work being done. Most often, servers are back up only a few hours later, but no exact time can be given due to the many variables associated with this kind of operation.
- Will there be downtime during this transition?
- Yes. All European game services will be unavailable for up to 48 hours during the handover of account and character information. This is, of course, subject to change, so please be sure to check the Herald for constant updates regarding downtime.
Operations
