Restoration Policy
Character and Item Restoration Policy
"Experience is the name everyone gives to their mistakes." -- Oscar Wilde
Whenever possible, our Game Masters (GMs) will step in and attempt to reunite players with lost characters and items. This document serves to specifically describe how we will address these instances.
Although we have gone to great lengths to ensure the integrity of the data on our servers and the safety of characters, weapons, armor, currency, trinkets, etc. (i.e., 'virtual property') occasionally players may lose virtual property associated with characters that they play against their wishes.
Please understand that due to the amount of content we support, our logs are not indefinite. While we will always strive to help whenever we can, this may impact you when requesting the restoration of a character or item, and we sincerely apologize for any inconvenience.
Virtual property lost for reasons beyond a players' control
If we can verify that your loss of virtual property was the direct result of:
- A documented bug.
- Data loss due to a problem with our service (unless due to a global database revert).
We will attempt to restore the virtual property.
Virtual Property lost that is essential to class development
If we can verify you have lost possession of an item (for any reason) that meets of the following categories:
- Was previously in your inventory.
- You are unable to recover yourself.
- Is essential for proper class development (i.e. a quest reward needed to receive a class defining skill).
We will attempt to restore the virtual property.
Virtual property lost due to user error
If we can verify that your loss of virtual property was the direct result of:
- Accidental deletion (characters, items, and in-game currency).
- Accidental sale to a vendor.
- Falling victim to a scam (please refer to our Scam Policy at us.blizzard.com/support/article.xml?articleId=20459 for further details on scams).
- Any other user error.
We will attempt to restore the virtual property.
We reserve the right to refuse restoration if we feel an excessive number of requests have been made in this particular category or if an undue amount of time has passed since the item or character was lost. We do not wish to encourage career victims, nor will we penalize players who legitimately make the occasional slip-up. Although we understand that the occasional mistake can be made, please be aware that restorations are limited, not guaranteed, and are at the sole discretion of Blizzard Entertainment
If your particular case fits any of the above criteria, you may be eligible to receive assistance with the recovery of your lost goods. Due to many variables with investigating these claims, your reimbursement, if approved, may not be immediate. Keep in mind that a player and the account registered to him/her will be permitted a limited number of instances in which the GM staff will assist with property recovery. While we can restore items with random modifiers (of the Bear, of the Eagle, etc.), we cannot guarantee that you will receive the same modifier you had on your original item. We are also unable to restore enchantments or add-ons that these items may have possessed.
How to start the process
For us to be able to investigate your loss, please submit an in-game petition or send an email to wowgm@Blizzard.com with the following information:
- Account name
- Character names
- Realms the characters are on
- Level, class, and race of the characters
- Exact name of the items that were lost (if any)
- The time and date of the loss (as precisely as possible)
- How the items or characters were lost (if you know)
Solution ID: 20457Article URL:
