If you think someone else has signed in to your FrostWeb account, or they changed its email so you can no longer sign in, contact us straight away.
If you can still sign in
Change your password, turn on two-factor authentication and review the sessions signed in to your account, then open a ticket in the Account and sign-in category.
If you cannot sign in
Use the I can't sign in form. It works without signing in: enter the email address of your account and we email you a link. Your ticket is created when you click that link, so use an address you can read.
Proving the account is yours
Our team needs proof before handing an account back:
- Signing in with the Steam or Epic account linked to it is enough by itself.
- Otherwise, any two of:
- a previous email address on the account,
- purchase details: the last 4 digits of the card, the PayPal email, or a FrostWeb order number,
- account history: the month you created it, past display names, or character names.
Never send a full card number. Card-like numbers are masked automatically when a ticket is saved.
When the account is recovered, both the old and the new email address are told.