Customer Questions

Q: What did the hackers get? How much of my personal information / payment information do they have?

A: We recently discovered that unauthorized intruders gained access to a Trion Worlds account database containing information including user names, encrypted passwords, first and last names, dates of birth, email addresses, billing addresses, as well as the first and last four digits and expiration dates of customer credit cards. Importantly, there is no evidence, and we have no reason to believe, that full credit card information was accessed or compromised in any way.

Credit card information provided to Trion is always fully encrypted with high levels of encryption. We also do not store plain text passwords. As a precaution, we are requiring customers to change their passwords on our website and encouraging them to keep an eye on their account. For the inconvenience, we’re extending customers’ subscriptions by three days and granting them a Moneybags’ Purse, which increases looted coin by 10%.

Q: Will RIFT be unavailable for any period of time because of this?

A: We have been able to make the necessary changes without interrupting game play, and that will continue to be our goal.

Q: Is my account safe?

A: We’ve taken many precautions to protect our customers’ information and will continue to do so. Credit card information provided to Trion is always fully encrypted with high levels of encryption. We also do not store plain text passwords, and there is no evidence, and we have no reason to believe, that full credit card information was accessed or compromised in any way. Nonetheless, as a precaution, we are requiring users to change their password on our website, and we encourage them to keep an eye on their account.

Q: What if I am missing in-game items / coin?

A: Please report any unusual activity to Customer Service immediately. Coin Lock remains active, and there have been no increases in unusual activity to date. Even if an account was compromised, the chances of having lost anything are exceedingly low.

Q: What steps are you taking to ensure customer data is safe? Is the system secure now?

A: We’ve taken many precautions to protect our customers’ information and will continue to do so. We have already taken further action to strengthen our systems, even as we, with external security experts, continue to research the extent of the unauthorized access.

Credit card information provided to Trion is always fully encrypted with high levels of encryption. There is no evidence, and we have no reason to believe, that full credit card information was accessed or compromised in any way. We do not store plain text passwords. Nonetheless, as a precaution, we are requiring users to change their password on our website, and we encourage them to keep an eye on their account.

Q: How do I contact Trion Support?

A: Online Support

The Customer Support Knowledge Base provides answers to some of the most commonly asked questions. If you are unable to find the answers to your questions, contact the support team via the following methods.

Email Support

Trion Support provides a Web Form which collects information Account, Billing, or Technical Support will need to quickly and efficiently provide you with a solution. You can just click "Ask a Question" and log in with the same email and password that you use to log in to RIFT.

If you do not have an account yet, you can create one here.

If you are having issues creating an account, please see this article on browser troubleshooting.

Phone Support

Live Account, Billing, and Technical Support representatives are available to assist you with your questions and concerns.

Hours:

9AM - 8PM Eastern Time (GMT -5), Monday-Sunday.