On this page you can find useful information and answers to common questions regarding account actions, access, security, and a few other subjects for your Dragonica Online Passport.

The players of Dragonica always enjoy a good adventure, whether it is PvP, running Mission maps with guild mates, or even completing Quests with friends. We here in the Account Admin wish to offer insight into avoiding dangers that can jeopardize a Passport or its characters

No. The Language Filter is only an extra means of protection from obscenities in chat channels, and on the forums, not an excuse to use them.

All players agree to adhere to the Terms of Use agreement at all times. This agreement includes limitations on what is considered acceptable to be transmitted within the forums and in game. If an account is found to have violated our Policies, action may be taken against it. If another player is presenting them self in a harassing, abusive, or threatening manner to you or another member of the Dragonica Online community, please use the Help Ticket system (Help Ticket) to have our Customer Service Team address the issue.All parties involved, including the Help Ticket submitter, will be addressed in a manner appropriate to their issue reported. Complying with our policies will ensure that you are able to report potential policy infractions without being punished yourself.

According to the Dragonica Online Terms of Use, each registered user accepts responsibility for all actions taken on their account. This means that any violation of the policies for Dragonica Online is applied to the account that took part in the action, as opposed to the player using the account. All in all to protect your account, your private information and yourself it is wise to avoid allowing anyone else access to your account under any circumstances.

The selling of ICE CASH or ICE CASH items is against our policies (Terms of Use). Please understand that if you do purchase ICE CASH or ICE CASH items from sellers in any way we will take immediate action to resolve the matter including the possible permanent closure of your account.

If you receive the message that your account is locked or banned when attempting to login, you will need to contact the Dragonica Online Account Administration team at (Account Admin) to assist with any questions and concerns that you might have. The Billing and Account Services department will be unable to assist you with these matters.

Many of our notifications never reach their intended parties due to spam filters used by their e-mail providers or programs, because the e-mail address registered to their account is no longer used, or because they once could receive our e-mails but no longer can due to changes by their e-mail provider. Many of these e-mails contain important information, such as help for technical support issues, replies or requests for information reported issues and important information from our Account & Billing department. It is very important that your spam filter is properly configured to allow our e-mails from THQ*ICE, so that if we need to contact you, or possibly have you contact us regarding a matter.

*Important* Please remember to keep your Account email address up to date. If you decide to change to a new active email address, or if you no longer have access to the registered email address for Dragonica; please inform us of the new address so that we may update your account information.

Please make sure to write down what e-mail address you entered when you created your account. Your registered e-mail address is what will be used if we reply to a game support question, or a potential item restoration. You don't want to lose that item just because of a spam filter!

To ensure that you will always receive our e-mails, you can add us to an e-mail "allowed list". Choose the e-mail provider below that you have your Dragonica online account registered to. You need to follow steps for additional providers if you contact us from something other than your registered e-mail address.

The steps below will help guide you through the process of adding @thqice.com to the MSN/Hotmail Safe List. This will help ensure that all e-mails sent by Dragonica Online can be received.
1. Log in to your Hotmail account.
2. Click on the Mail tab to view your inbox.
3. Click on the Options link in the top right.
4. Click on the link for Junk E-Mail Protection (the top link).
5. Click on the Safe List link (5th link on the page).
6. Here you can add an address or domain to Safe List.
7. Type thqice.com in the available field and click the Add button.
8. You will now see @thqice.com listed in the Safe List section.

Gmail does not use an "active" spam filter, but instead filters e-mails dependent on your actions. It will only filter e-mails as spam if you choose to mark them as spam. The best course of action would be first to use the search feature and look for e-mails from THQ*ICE. If all of the e-mails are safely put into your inbox then you should not need to make any changes. However if you find some have been moved to your spam box follow the few steps below on how to make sure it isn't marked as spam in the future.
1. Open the e-mail from THQ*ICE that has been sent to your Spam box.
2. Scroll to the bottom of the e-mail and click on the Not Spam button.
That's it! You are now set up to receive all official THQ*ICE e-mails!

The steps below will help guide you through the process of adding @thqice.com to a Yahoo mail filter. This will help ensure that all e-mails sent by THQ*ICE can be received.
1. Log in to your Yahoo e-mail account.
2. Click on the Options link in the upper right.
3. Click on the Filters link under Management.
4. Click the Add button.
5. Select the drop down to the right of the From header label.
6. Choose "ends with".
7. In the blank field to the right enter @thqice.com
8. Select the drop down in the Move the message to: section near the bottom.
9. Choose Inbox.
10. Click on the Add Filter button in the lower left.
That's it! You are now set up to receive all official THQ*ICE e-mails!

If you use your Internet Service Provider (the company that provides you your internet access) for e-mail you will need to visit their website and possibly contact them about how to add an e-mail address to a "allowed list" or "safe list". The address you should be trying to add is @thqice.com; while this isn't a full e-mail address, it will allow you to receive e-mails from all of our departments.

Logging into Dragonica Online to find your characters have been deleted from your account without your permission can be a taxing experience. In an effort to too help players facing such circumstances, Account Administration can now be contacted at: ( TBD )

*IMPORTANT* - Account security is of the utmost importance. As such, we want to equip our players with the knowledge they need to ensure the accounts they play remain safe, secure, and in the right hands. We recommend that you review the information below and follow the helpful tips to make sure that your computer and the accounts you play remain secure.

If your computer has been infected with a virus, Trojan, keylogger, or other malicious software, you need to make sure the computer is cleaned entirely, or the Dragonica Online account you play will be continue to be at considerable risk. You should also be certain you are using a secure password at all times. Keeping an account secure relies heavily on keeping your computer secure. This can help keep your computer safe from malicious programs and anyone intent on stealing your private information.

The vast majority of account compromises originate from one of three sources:
1. "Suspect" websites and emails
2. Downloading hacks, cheats, or other executable content
3. Sharing account information

See below for more information on these security risks and other increasingly common scams, as well as information on recovering an account and keeping your privacy safe.

Email or a website which poses as an official THQ*ICE communication or site, but which is really just a trick to get unsuspecting users to send their account information to someone who should not have it. If account information is sent to one of these "suspect communications," it usually winds up in a hackers database list of accounts to compromise or steal.

* It asks for the account name and PASSWORD. THQ*ICE will NEVER ask you for your password. * It comes from an email address which is NOT an official THQICE.com address, but may look similar. * Often, these spoofs promise you will be banned if you do not provide the information demanded. * Links that do not go to an official THQ*ICE or Dragonica Online domain. Often, hyperlinks can look like they lead to official sites at first glance, but you can wind up somewhere unexpected when you click them.

If you do receive a suspicious looking email, please forward it to our official address -- support@support.thqice.com -- and do NOT reply at all unless our staff actually confirms for you that the message is legitimate

- The Dragonica Online game login screen. - The Account Management page on the official site Passport - The official Dragonica Online forums (http://forums.thqice.com)

Viruses, Trojan applications, and key-logging software can be used to steal account information, in addition to other private data on a compromised computer. These sorts of threats are typically brought into the system and installed by "executable" programs. An "executable" program is something you download and then run, as opposed to opening a picture file, document, or folder. You can tell if a file is an executable if its file name ends in EXE. You can also right-click the file and choose "Properties." If the "File Type" says "Application," then that file is an executable. Be careful to only run executables you trust. Hackers and account thieves like to put their viruses, keyloggers, etc. into executable files and then make those files very appealing to trick users into downloading and running their programs.

A "hack" program is any program that is made to modify, cheat, or alter Dragonica Online games. These may include, but are not limited to:
• Programs that modify game items or units
• Programs that teleport or enhance players unnaturally

Your first line of defense is making sure you never install anything for the game that does not come in the form of an official patch from THQ*ICE. Be sure to never type your password for any reason. *Disclaimer* we highly recommend Internet security. However, we do not directly support the companies listed or their software. Please contact the distributor of the software for information and product support.

Please be sure that you have the most secure operating system environment on your computer by running Windows Update and installing all of the high-priority updates. Note: You may have to run the updater more than once to ensure you have all of the latest high-priority updates; many updates require a system restart and then additional patch installations to complete the process.

If you are using Windows, make sure that you have the most recent security and service updates installed. You can greatly reduce the possible threats to your machine by updating built in security software such as the Windows XP Firewall by visiting the Microsoft Windows Update page. You can also visit the Microsoft Security Home Page for more information regarding current risks, as well as protecting yourself.

The Firewall security system intended to protect a computer or network of computers against external threats, such as hackers, from another network, such as the Internet. A firewall can prevent your computer from communicating directly with computers outside your network and vice versa. While this does provide added system security it can affect connections made with our game servers. Please view our Advanced Networking Information for suggested firewall settings. Please note that you can have more than one firewall/security program running on your system. - Windows XP SP2 Firewall (included and enabled by default on all Windows XP systems updated to ServicePack 2)

Programs that scan a computer's memory and storage space to identify and eliminate viruses. Some programs may not detect everything. Please note that you can have more than one antivirus program running on your system.
• AVG Free
• Tauscan
• Moosoft
• Symantec security check

Programs that scan a computer's storage space and services to identify and eliminate programs designed to monitor computer usage beyond the user's acceptance. Among many technical issues spyware can also cause crashing, minimizing of the game window, and connection issues. Please note that you can have more than one anti-spyware program running on your system. Some programs may not detect what another can.
• Ad-Aware SE
• Ewido Anti-Spyware
• Microsoft Windows Defender
• Spybot-Search & Destroy

We urge our community to work with us to eliminate this sort of behavior by not supporting people or websites that promote cheating and hacking. If you know of someone who is using hacks of any kind or websites that are hosting them, please notify us immediately by contacting us as soon as possible via:

Help Ticket: http://support.thqice.com/default.aspx
Email: support@support.thqice.com
Please make sure that you include as much information as possible regarding the offender.
• Character name
• Level
• Where issue occurred
• Description of what the offender was doing

We truly appreciate you alerting us to behavior that negatively impacts the Dragonica Online gaming community. However, we are unable to divulge any information regarding our investigations, or the actions taken to resolve the issue. We do apologize for any inconvenience

If you feel your account has been accessed by another party, and you are unable to get back into the account; your first step should be to attempt to recover your Passport ID at: Passport Recovery
Once you have regained access to your account, please sent us a Help ticket at (support.thqice.com), with your account name and details on your situation.
If you are unable to recover your password, please send an email to us at support@support.thqice.com with your account name and details on your situation. Our Account Admin Team will reply back to you and help resolve the issue.
Unfortunately, we will not be able to work with anyone other than the original account holder in these issues for security reasons. Help Tickets that are sent in from friends or Guild mates will not be accepted. Please keep in mind that although we will do our best to accommodate your request, restoration is not guaranteed.

Our Customer Support teams take inquiries from people who have lost access to an account simply because they had at one time shared their password with a friend, spouse, roommate, relative, or other relation. Most of these kinds of account compromises take place because the individual *gives out* their own information to someone they believed they could trust. We also see cases where players choose to intentionally break the Terms of Use and share account information with a third party, such as a power-leveling service. Sometimes, third-party services that a player thought to be reputable winds up misusing that player's information. That leaves the player and Dragonica Online Customer Support team cleaning up a considerable mess.