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MY ACCOUNT
UPDATING ACCOUNT INFORMATION
PASSWORD, EMAIL, AND INFORMATION CHANGES
To update your password or email address, you will need to visit our Support Page. If you would like to update any information, please log into your account (at the top of the webpage) and choose what you would like to update on the left side of the support page. If you cannot update your information, please visit our Contact Page.
HACKED OR LOST PASSWORD
If you need to reset your information but no longer have direct access to your account and visit our Contact Page and email [email protected] with the following information:

Recent Transaction ID:
Last 4 digits of the credit card used:
First & last name as it appears on the card:

If you are a Free-To-Play and have not purchased anything or you cannot remember your purchase information, please provide the following information:
IP Address (http://www.whatsmyip.org)
Email address attached to the account
First and Last name on the account
Date of Account Creation
3 Recent Store Purchases
SUSPENSIONS
If you have been suspended by the Report-A-Player system please visit our Appeals Page and log into your account. Once logged in you will be able to see any active suspension on your account. If you wish to appeal the suspension please follow the steps listed.
ACCOUNT CREATION
If you are in one of your partner regions, you will need to create your Heroes of Newerth account through them.

South East Asia Latin America Commonwealth of Independent States Korea
Indonesia Argentina Armenia Republic of Korea
Malaysia Bolivia Azerbaijan
Philippians Brazil Belarus
Singapore Chile Georgia
Thailand Colombia Kazakhstan
Vietnam Costa Rica Kyrgyzstan
Cuba Moldova
Dominican Republic Russia
Ecuador Tajikistan
El Salvador Turkmenistan
Guatemala Ukraine
Haiti Uzbekistan
Honduras
Mexico
Nicaragua
Panama
Paraguay
Peru
Uruguay
Venezuela


To create your account in your region, select the hyperlinked region at the top of the list to be taken directly to their site.
FORUMS
If you are having an issue with your forum account such as being unable to post, please email [email protected] directly. To speak with our forum administrator to appeal a forum suspension or for general inquiries please email [email protected] directly.
CLANS
To create a clan, you may do so in-game or directly on our website. You will need at least 5 members for the clan to stay active.

If you have less than 5 members for more than 24 hours the clan will become disbanded and you will need to remake it again.
BILLING SYSTEM
REFUND POLICY
Gold Coins - To receive a refund for recently purchased Gold Coins you must be within the 7 day from the original purchase and still have the full amount of coins. Unfortunately we will be unable to provide refunds for Coin purchases outside of the time window or if the coins were spent.

Store Items - Customer Support will provide a refund for a store purchase if the item was misrepresented in the shop. To qualify for this the item must have been improperly priced or features were left out of the preview. Other refund requests outside of what was mentioned will not be approved.

Promotions - Refunds due to promotions will only apply if the purchase was made the same day. Anything outside of the same-day refund will not be applicable.
PAYMENT ISSUES
DEBIT/CREDIT CARD
Unapproved Transaction
The credit card issuer (bank or otherwise) did not approve the transaction. This could be for insufficient funds, frozen account status, invalid credit card number or expiration date, reported lost/stolen, etc. Unfortunately the card issuing bank does not provide additional details regarding the reason for the decline. You will need to contact the card issuer for more information.

Address Verification System (AVS)
All purchases through debit or credit cards require your address to match up with the address on file with the card issuer. When you are entering your payment information, make sure to fill out your address exactly as it appears with your card issuer. If you need to update or verify this information you must contact your card issuer directly. When a transaction is denied due to this reason, the payment will often be put on an "Authorization Hold". With an Authorization Hold the requested funds will be placed on hold, reducing your credit or balance available. This is not an actual charge to the card and the issuer will release the funds back to the card after the authorization expires (usually within two weeks but up to one month depending on the credit card issuer.)

Card Verification Value (CVV) Mismatch
The CVV — often referred to as the Security Code or CVV — is an anti-fraud security feature to help verify that you are in possession of your credit card. For Visa/Mastercard, the three-digit CVV number is printed on the signature panel on the back of the card immediately after the card's account number. For American Express, the four-digit CVV number is printed on the front of the card above the card account number. Please ensure you are entering this number exactly as it appears on the card.

Region Restriction
If you are outside of North America, you will not be able to use your credit/debit card directly with Heroes of Newerth, instead, you will need to use our Alternate Payment Options provided by Xsolla. On our purchase screen, after you select your coin amount, you can select one of the many Payment Alternatives on the right side of the webpage. If you do not see the option you’re looking for, select the "Payment Alternatives" button to be give a list of all possible payment options accepted by us.
PAYPAL
We currently except the following payment methods through PayPal.com:
Smart Connect
Instant Transfer From Bank Account
Credit/Debit Card

To complete your purchase using PayPal, visit the purchase page, select your coin package, and select the "PayPal" button. From here, you will be asked to submit your PayPal email address / username. After entering in your information you will be routed to the official PayPal login screen where you will enter your information and confirm the purchase. Finally, once that information is submitted, you are asked to confirm your purchase. A receipt will be generated for you at the time of the purchase, please keep this for your records. A copy of the receipt will be sent to your email as well.

Your attempted purchase may be denied if:
The card issuer is having technical problems that prevent authorization of a transaction.
The card issuer sees a charge that doesn’t fit your normal spending patterns and blocks the transaction to protect you.
You’ve inadvertently exceeded the limit on your card.

If you know that your purchase is valid but your payment doesn’t go through, you might want to:
Contact your credit card issuer directly. Ask why your card was declined, and whether you can still use it. If you can still use your card, please try your transaction again.
Link a different credit card to your PayPal account.
Contact PayPal Customer Support.
XSOLLA/ALTERNATE PAYMENT METHODS
We have partnered with Xsolla to provide you the best billing experience if you are outside of North America. Xsolla allows for over 40 payment options — from Zeevex to Paysafe, to Skrill and Yandex Money.

On the payment screen (after selecting your coin package), select one of the provided payment options on the right. If you do not see your option listed, select the "Payment Alternatives" button and search for your desired option.

Refunds
Xsolla will provide refunds for the following scenarios:
  1. The payment system sent them a notification that the payment was fraudulent.
  2. There were technical issues such as payments being made twice.
  3. The payment which is made by our company to test payments.
  4. The automatic refund from the personal account in the payment systems.
For refunds with Xsolla, please contact them directly by visiting the Xsolla payment screen, selecting your region, and following the instructions provided. You may contact them by email or phone by following the method described above.
PURCHASES
ICONS
To upload a Custom Account Icon (CAI) you must first have unlocked the Custom Account Icon slot. If you have not purchased one yet, visit our Custom Account Icon Page to obtain one. To upload your CAI after it has been purchases you will need to meet the criteria of the icon:

The icon must be 128x128 pixels, less than 50kb in size, and either a JPEG, PNG, or GIF.

If you are having an issue such as your icon not displaying, please email Customer Support at [email protected]