Using Account Self-Service

Nexon Account Self-Service enables users to help themselves by providing password and account login management tools. It improves efficiency and efficacy by allowing users to restore their accounts directly, before contacting Customer Support.

This article describes how to do password resets, email lookups, email updates, and provisional account verification via the Account Self-Service tool.

• Accessing Account Self-Service
• Verifying account ownership
• Reset Your Password
• Find Your Email
• Change Your Email
• No Access to Authenticator App

Note: This article contains screenshots that are for example purposes only. Actual text and visuals may vary.

Accessing Account Self-Service

To open Account Self-Service, go to the login page, and then click Trouble logging in, located toward the lower-left of the page.

You can now select the type of help you need from the four main options. You can also click Account FAQs to go to the Nexon Support Center and review account-related articles, or click Back to return to the login page.

Verifying account ownership

To use Account Self-Service, you must be able to confirm ownership of your account either via a verification method (email, SMS, or Authenticator App) or by answering questions on the verification form. Verifying your account details is required to help keep your account secure.

If using the verification form, providing as much information as possible helps increase your chances of completing your selected task via the tool. However, if there is not enough information, or the system cannot verify the information provided, you will be redirected to contact Customer Support for further assistance.

Reset Your Password

If you have forgotten your password, or you just want to make your account more secure, use this option to change your password.

1. From the Self-Service main page, click Reset Your Password.
2. Based on the current status of the email account registered to your Nexon account, do one of the following:
   • Active email (you can access this mailbox)
     1. In Email Address, enter your email, and then click Next.
        The Verify Your Account window is displayed.
        To confirm your identity, a verification code is sent to either your email address or mobile phone. If using the Authenticator App, use that 6-digit code instead.
     2. Enter the verification code.
   • Inactive email (you cannot access this mailbox)
     1. Click No longer have access to this email if your email is closed, obsolete, or otherwise not accessible.
        
        The Verify Account Ownership window is displayed.
     2. Fill out as much information as you can. If you are unsure of an answer, leave the field blank.
     3. If prompted, confirm or change the email address registered to your account, and then click Update.
3. In New Password, enter a password that meets the password policy requirements.
4. In Confirm New Password, enter your password again, and then click Reset.

You can now log in to your account with your newly changed password or select another self-service option.

Find Your Email

Use this option to lookup which email address you registered to your Nexon account.

Note: For security purposes, your found email address appears masked.

1. From the Self-Service main page, click Find Your Email.
2. Depending on the information you have, do one of the following:
   • If you have your Nexon ID, NexonTag, or a Game Character
     1. From the drop-down list, select one information type associated with your account.
     2. Enter the corresponding information, and then click Next.
        The Verify Your Account window is displayed.
        To confirm your identity, a verification code is sent to your mobile phone. If using the Authenticator App, use that 6-digit code instead.
     3. Enter the verification code.
   • If you do not have your Nexon ID, NexonTag, or a Game Character
     1. Click Cannot find or remember this information.
        
        The Verify Account Ownership window is displayed.
     2. Fill out as much information as you can. If you are unsure of an answer, leave the field blank.
3. Check the masked email address shown and note it for future use.
   

You can now log in to your account or select another self-service option.

If the email found is for an old account or an account in a different region, or if no email address is found at all, follow the on-screen instructions to continue.

Change Your Email

Use this option to register a different email address for your account.

1. From the Self-Service main page, click Change Your Email.
2. Based on the current status of the email account registered to your Nexon account, do one of the following:
   • Active email (you can access this mailbox)
     1. In Email Address and Password, enter your credentials, and then click Next.
        The Verify Your Account window is displayed.
        To confirm your identity, a verification code is sent to either your email address or mobile phone. If using the Authenticator App, use that 6-digit code instead.
     2. Enter the verification code.
   • Inactive email (you cannot access this mailbox)
     1. Click No longer have access to this email if your email is closed, obsolete, or otherwise not accessible.
        
        The Verify Account Ownership window is displayed.
     2. Fill out as much information as you can. If you are unsure of an answer, leave the field blank.
3. In New Email Address, enter the email you want to use for your account, and then click Next.
   

   Important: You cannot use an email that is already associated with another Nexon account.

   For confirmation, a verification code is sent to your email address.
4. Enter the verification code.

You can now log in to your account with your newly changed email or select another self-service option.

Note: You must wait at least seven days before you can change your email address again.

No Access to Authenticator App

If you have enabled Authenticator verification for your Nexon account, but do not have access to the app for any reason, use this option to learn about using alternate verification methods and links to more detailed information.