Support Center

Lost Rewards and Cards

Last Updated: Aug 30, 2016 06:35PM BST
Overview: Although it is rare, sometimes players will not receive the rewards from a quest that they are entitled to, or they will randomly lose certain cards in their deck due to a bug. We will always work with you to accommodate the issue at hand, but to do so, we need to make sure that you can pass a certain level of verification to prove what you are claiming.

Reporting Lost Items:
  • To report lost items, please submit a support ticket to us.
    • ​This can be done by e-mailing or by clicking the "Email Us" button on (where you are now).

What to Include in your EMail:
  • We don't provide a "default format" for you to use, but providing the following information in your original e-mail with greatly expedite the process for everyone involved.
    • In-Game Username
    • Steam Profile URL:
    • Item(s) Lost:
    • Description/Details:
    • Supporting Evidence/Proof:
  • Although providing proof is not required, we cannot guarantee that we will be able to refund/give back the items lost if we cannot verify your request.
    • ​Most of the time we will be able to check the server logs if you cannot provide evidence, but it would be immensely helpful if you could.
Extra Notes:
  • Before submitting a support ticket to us, please make sure you read the other knowledge base articles to see if they will fix your issue.
  • The time it takes to receive your items back can vary on what you lost. We cannot give an average because every situation is different. We do try to make it as efficient as possible.
  • If you lost (a) card(s) from your collection, you will be given memoria in return instead of the card. You can choose to re-craft the card you lost if you with with the memoria provided.
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