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6 Support
Tibia is a busy place where tens of thousands of people meet every day. Of course, with a community that size things cannot go smoothly all the time and players may have all kinds of questions. To make sure all problems are dealt with swiftly Tibia offers a number of features. Various help options as well as a network of experienced players make sure all players get the answers they are looking for. Also, the game is constantly monitored by so-called gamemasters to make sure the Tibia Rules are followed by all players.
6.1 Getting Help
6.1.1 In-Game Help
Need help to find your way around? This manual may be an exhaustive source of information concerning game play or general questions about Tibia, but it is often nicer to get help just where you need it. If you are logged in and there is a question you don't have an answer for, you will find there are many ways to get help in the game. Note, however, that you will frequently be referred to specific parts of the manual or other documentations on the website. This way you will get authentic information.
| a) Client Help |  |
The client contains an automatic online help feature which allows you to identify most elements of the adventure screen, including any notable items or areas on the map. To activate the client help open the help menu and select "Client Help" or hit the key combination Ctrl+H.
You can tell the client help has been activated if the mouse pointer has turned into a magnifying glass. Now, to learn more about an element of the adventure screen all you need to do is to place the mouse pointer on it. If there is some information available on the selected element, an info box will be displayed which will provide you with additional information. Any mouse click will stop the client help and you can continue to play.
b) Tutorial Hints
In addition to the client help there is an automatic hint feature which will supply you with useful tips as you go along. Together with the tutorial, these hints are designed to help new players to understand the basics of Tibia's game play. Either a new window will pop up explaining the handling of a certain function, or a certain part in the adventure screen will be marked. If you would like to read old hints again, click at the button labelled "Tutorial Hints" in the help menu, select the desired hint message and confirm by clicking "OK".
c) Tutor Help
If you feel you would like to ask a real person instead of using an automatic help feature, you should turn to one of Tibia's trusted tutors for advice. Tutors are experienced players who will gladly answer any question concerning client controls, general game play, use of accounts and the official website you might have. Keep in mind, however, that they are not required to answer in-depth questions about the content of the game such as quests, so if you are stuck with a quest, you will have to work it out yourself.
Tutors can be contacted on the help channel. To enter this channel open the help menu and click on "Tutor Help" or open the new channel dialog by clicking on the file card symbol in the top right hand corner of the console and select "Help". Alternatively, hitting the key combination Ctrl+T will also work to open up the help channel. For additional information on the duties of Tibia tutors you should have a look at the tutor guide.
6.1.2 Offline Help
The various online help options offer many ways to find the information you are looking for. However, it is always possible that you hit upon some special question to which you just can't seem to find an answer in the game. Whenever this happens Tibia's official website is the place to turn to. The website offers many additional sources of help that are designed to give players the answers they need in as little time as possible.
The most important single source of information is the manual you are reading this very moment. The manual is designed as a comprehensive reference to Tibia that covers every conceivable aspect of the game. However, a number of further sources of information and support features are available for all players:
- Quickstart
The quickstart is a step by step tutorial into the game intended as an introduction for beginners. Here, those who are playing Tibia for the very first time will find brief and easy-to-follow instructions on how to get started. This includes explanations on how to create an account, basic game controls, and general information on what to do and where to go. If you are new to Tibia and you find the manual is just too much to read for the moment, you should read the quickstart instead.
- FAQ
Are you having some special problem with Tibia? Then you should have a look at our FAQ ("Frequently Asked Questions"). Here, a large number of questions concerning important aspects such as gameplay or the account system are answered in a concise and informative way. Some sections specifically cover problems with the client or with internet connections, so the FAQ can also aid you with troubleshooting if you have a technical problem with the game. Of course, the number of problems covered here is limited, but when it comes to finding answers quickly nothing can beat the FAQ.
- Tibia Rules
The Tibia Rules are another section of the website that players should actually read before they start playing. This code of conduct must be followed by players whenever they are playing or expressing themselves on the website, e.g. at the forum. Whenever you have a question concerning the rules you should have a look at this list, because each rule is discussed at length in a separate commentary.
- Security Hints
It is difficult to exaggerate the importance of account security in Tibia. For this reason security hints are given on the website which are more than just a source of help to be read in case of a problem. In fact, this section is highly recommended reading for everybody, because reading the security hints will help you to fight security problems before they actually emerge. Please read and follow them carefully. You will save a lot of trouble if you protect your account well.
- Lost Account Interface
If you have problems to log into your account because you have lost your account name or password or you have been hacked, use the Lost Account Interface. The Lost Account Interface is a self-help tool which can help you to get your account back. Simply specify your problem, enter the required information and follow the instructions. Please note that the Lost Account interface is the only way to get access to lost accounts.
- Library
The library section of the website contains a number of reference pages. Here you will find exhaustive descriptions of all magic spells and creatures as well as detailed maps of the world. Also, a historical overview can be found here which will tell you all about how the world of Tibia was created by the gods.
- Technical Support Board
Although it is not likely to happen it is nonetheless possible that you are having a problem to which simply no answer can be found anywhere on the website. If this should be the case, you can try the technical support board. Write a post there and try to explain your problem as clearly as possible. Many players, above all the tutors, check out the technical support board regularly, so with a bit of luck another player who had a similar problem will be able to help you with your problem.
- Tutor Guide
The tutor guide is a special reference that describes the role of tutors in the game. From details on the application process to guidelines concerning the behaviour of tutors you will find that all aspects of tutorship are covered in this guide. If you think about applying for tutorship, you should read it carefully. However, the tutor guide is recommended reading for all other Tibia players, too, because it is advisable to know the rights and limitations of tutors well.
- News
The world of Tibia is constantly changing, and new updates, problems or topics can crop up every day. Of course, CipSoft will make an announcement on the website whenever something important has happened that players need to know about. To stay informed it is always a good idea to check the news on the website.
- Company Information
If you have a question concerning CipSoft, the company who is publishing Tibia, you are invited to take a look at the page About CipSoft. You will find general information on CipSoft here including the company's postal address, links to the official website and a list of legal limitations.
- Contacting the Customer Support Team
If you have tried all other sources of help without any positive result, you can contact the customer support team at support@tibia.com and ask them for assistance. Of course, the customer support team is always glad to help, but please understand that the various other help options provided inside and outside the game have been introduced with a reason. We therefore ask all players to look upon the customer support team as a last resort and to contact them only if all other help options fail.
6.2 Rule Enforcement
As a rule, Tibia players are friendly, respectful people who only want to have a good time. However, not all people are like that. Because of this, Tibia, just like the real world, needs laws and rules which clearly show what is allowed and what is not. These rules are called the Tibia Rules. We expect our players to respect and to follow the rules at all times so that a minimum level of fairness is maintained in the community. Tibia is constantly being monitored to make sure the rules are followed. Monitoring is carried out on several different levels:
- Tutors are experienced players who can report violations, e.g. bad names. For details please see the tutor guide.
- Gamemasters have the biggest share of rule enforcement in Tibia. They can investigate and punish violations against any rule. Because of their important position the following section will explain the role of gamemasters in detail.
6.2.1 Gamemasters
a) What are Gamemasters?
Gamemasters enforce the Tibia Rules. They can either be members of CipSoft's customer support or voluntary players. Voluntary gamemasters are players who have been entrusted by CipSoft with a supervisory role. As it has already been said, it is a gamemaster's duty to investigate and to punish rule violations in Tibia. To do so they have a number of special abilities. These include the right to check players' criminal records or the ability to broadcast red messages, to name but a few. Also, gamemasters can impose penalties on players which include notations, banishments and even account deletions. However, players have the right to complain about these punishments. Decisions made by customer support, however, are final and cannot be complained about. What is more, customer support members are superior to voluntary gamemasters and so they own additional abilities beside the ones that voluntary gamemasters possess and have the final decision in an open dispute.
b) How to Recognise Gamemasters?
Voluntary Gamemasters
 | | Be wary if a player claims to be gamemaster in Tibia. You will recognise gamemasters by the abbreviation "GM" at the beginning of their name. For instance, "GM John" would be a typical gamemaster name. Also, voluntary gamemasters wear a special blue outfit which is not available to regular players. Thirdly, gamemasters can write red text to make sure people will pay attention to what they are saying. Finally, please note that since voluntary gamemasters are not real game characters they only have level 2. |
Gamemasters Working at Customer Support
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Like all gamemasters, they can easily be recognised by the abbreviation "GM" in front of their name. They are wearing a special outfit which is only available to customer support members and which consists of a blue overall and a red cape. Unlike voluntary gamemasters, they can practically have every level with the exception of level 1. Also, they may have one of the 4 vocations but they can also be vocationless. |
c) How Voluntary Gamemasters are Recruited?
Due to their special position, voluntary gamemasters are selected with extreme care. Possible candidates are chosen in advance by CipSoft and asked to apply. Please understand there is no use in sending applications to be a voluntary gamemaster unless you have been invited by CipSoft to do so first. However, if you would like to help the community, we would be happy to have you as a tutor. Please see the tutor guide on how to apply to be a tutor in Tibia.
d) Some General Remarks on Gamemasters
- As a rule, you should always cooperate with a gamemaster's investigation. If you meet a gamemaster, treat him with respect. Players who willingly interfere with a gamemaster's investigation violate the rules and can be punished accordingly!
- It is a good idea to answer if a gamemaster contacts you. If you don't, the gamemaster will think you are away from the computer. Keep in mind that this can lead to serious misunderstandings, because a gamemaster may get the impression that you are violating a rule!
- Do not contact gamemasters directly. If you have a question, please ask a tutor in the help channel (Ctrl+T) or have a look at the FAQ section on this website. If you would like to report a rule violation, you should make a rule violation report (Ctrl+R).
- Please note that gamemasters are not required to contact players before they impose punishments on them. The fact that you have not been warned is not a valid reason to complain.
- Please remember not to give your account data to anybody - not even to gamemasters! Nobody has the right to ask you for your password, account name or recovery key. Finally, keep in mind that you do not need to reveal your registration data to gamemasters.
e) How to Report Rule Violations
If you find out another player is violating the rules, you should make a rule violation report. To do so please press Ctrl+R. A dialog will open where you can enter your report. Please remember to state your report in a short and precise sentence. Obscure reports such as "Help plx" are not likely to be answered. Please note that it may take a while before a gamemaster answers your report. Also note that your message will disappear if you close this channel. If you have reported a violation repeatedly without getting any answer, you may consider posting your report on the gamemaster board.
6.2.2 Punishments
Punishments for rule violations come in different forms, ranging from simple notations in the criminal record to banishments and sometimes even deletions of a player's account. Several things should be kept in mind:
- There is a progression of punishments, i.e. if a character repeatedly breaks the rules, the punishments will gradually get worse. The individual punishment progression is determined by several factors and may vary.
- With the exception of namelocks and the rare IP-banishments, punishments in Tibia always affect whole accounts. For example, if one character is banished for illegal advertisement, it is impossible to log in with any character on that account until the banishment has expired.
- Gamemasters have guidelines on how to punish rule violations. However, please note that they are not strictly bound to these guidelines. Gamemasters have great freedom in varying punishments if they feel it is necessary to do so.
- Likewise, please note that even though there are clear-cut rules, the gamemasters enjoy a certain freedom in their judgement on what is a rule violation and what is not. If a gamemaster finds a player has acted against the spirit of the Tibia Rules, he may still punish him because destructive behaviour is not necessarily limited to the specific offences listed in the Tibia Rules. However, in such cases the gamemaster will explain his decision in the comment. Also, if a player feels he has been treated in an unfair way by a voluntary gamemaster, he can complain.
In the following you will find a comprehensive list of all punishments that can be given to players in Tibia:
- Notations
A notation is the least serious form of punishment in Tibia. It is a comment in the criminal record that should be thought of as a general warning. Since notations are recorded in your criminal record they will block you from applying to be a tutor. It is possible to complain about notations provided they have been given by a voluntary gamemaster.
- Namelocks
If a character has a name that violates the Tibia Rules, he will be excluded from the game until the player has selected a new valid name. He can do so on the account page by viewing the corresponding entry in the criminal record. The new name will be forwarded to CipSoft for evaluation. If the new name is valid, it will be accepted, and the character can log in again. Please keep in mind, however, that if a name is seriously offensive, a gamemaster may decide to banish a character on top of the namelock. It is not possible to complain about namelocks, since they are always verified by the customer support team.
- Account Banishments
Banishments are the most common form of punishments in Tibia. A banishment is a temporary exclusion both from the game as well as from the forum. Durations can be anything from a single day to a full month. A banishment of 30 days is the toughest punishment short of an account deletion, and it is usually accompanied by a final warning. Such final warnings are given to players to remind them that any further rule violation can lead to a deletion of the account. Players can complain about account banishments, provided the banishments have been imposed by voluntary gamemasters.
- IP-Banishments
IP-banishments are rare. They are an exception in that they do not only affect one account, but in fact a whole IP-address. As long as the banishment is active no player can log into Tibia from this IP-address. CipSoft reserves the right to temporarily block whole IP-addresses if they see fit to do so.
- Account Deletions
Account deletions are the most serious punishments in Tibia. Because of this, accounts are not deleted on the spot. Instead, accounts set for deletion are banished for an infinite period of time to make sure the deletion can be reviewed carefully. Once the deletion has been confirmed, however, the account can no longer be used at all. As with other punishments there is a period of 7 days during which a player can complain about an account deletion. The deletion will not be carried out as long as the complaint has not been resolved. However, please note that once the complaint has been turned down the account will be permanently deleted.
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