Welcome to the Heroes of Newerth Customer Support wiki page. All account inquiries should be handled by contacting Customer Support though email at Support@S2Games.com.
Customer Support is for help with account issues such as lost passwords, email changes, and billing inquiries.
Customer Support is managed by [S2]Feanux.
Below are a few common issues that are seen on a day-to-day basis, please provide all necessary information when creating your support email.
Lost Account Access
- If you no longer have access to the email address, please email support indicating your problem and include original purchase information such as the Transaction ID or last 4 digits and the name as it appears on the card. If you used PayPal, please provide us your Transaction ID or PayPal account name and the date of purchase.
- If you are a Free-To-Play and have not purchase anything, please provide your IP address by visiting "Whats My IP". Also please include your email address attached to the account and the date of creation if available.
- If your account has been suspended through the Report-A-Player system, an email was sent to the address linked to your username with the suspension details. Please check this before proceeding; if you don't see the mail, please also check your spam folder.For first time offenders your suspension generally lasts 3 days.. If you believe you've been incorrectly suspended, please appeal your ban using the Ban Appeal System.
- In order to prevent future suspensions, please follow the Rules of Conduct.
Credit Card Declined
- There are four common reasons a credit card is declined:
- 1) The card has insufficient funds to cover the purchase or is deactivated by your credit card company for online purchases, you should call you bank at this point.
- 2) The zip code/postal code that you have on file with your bank/credit card company does not match the one you are entering in the purchase fields.
- 3) You are in one of the following countries we do not process credit cards for, you will need to utilize a reseller or paypal in these areas: Armenia, Azerbaijan, Bahrain, Bhutan, Brunei Darussalam, Georgia, Kazakhstan, Kyrgyzstan, Laos, Macau, Malaysia, Maldives, Mongolia, Myanmar, Nepal, North Korea, Oman, Pakistan, Philippines, Qatar, Russian Federation, Singapore, Sri Lanka, Tajikistan, Timor-Leste, Turkmenistan, Uzbekistan, Viet Nam, Yemen, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia (Hrvatska), Latvia, Liechtenstein, Lithuania, Macedonia, Moldova, Montenegro, Romania, Serbia, Ukraine, Iran, Libya
- 4) You've already made two payment attempts in a 24-hour period, and our system is auto-declining any further attempts to prevent fraudulent activity. Even if you try a different card, this will not solve the problem. Please wait 24 hours before making another attempt, or try payment through Paypal.com
- If you are attempting to purchase goblin coins from one of the countries in the above list, you'll need to purchase them through a reseller as well. You may find a full list of resellers here: http://www.heroesofnewerth.com/reseller_list.php