That you can submit and review tickets to Billing and Technical Support from the website? You are not logged in right now, please login to access your "My Tickets", where you can submit a help request or follow up on a previous request.

Account

Question: How do I Change my Online Handle?
Answer: If your online Handle is the same as your Username we would be happy to change your displaed online handle! Please log in and send us a Billing Support ticket with the three names you would like, in order of preference, if your first choice is unavailable. Keep in mind that trademarked or copywritten names are not acceptable.

Question: I did not receive a Game Key with my box purchase. What should I do?
Answer: You will need to return the game box and contents to the original retailer and request a replacement Game Key and box. Once the key has been received, you can then register it to your account and join the game!

Question: How do I activate my Game Key?
Answer: You can register your Star Trek Online Game Key on our website at http://www.startrekonline.com/enter_key. Log into your account and follow the on-screen steps to complete registration of your Key. Once applied, you are ready to go!

Question: I forgot my password. How can I reset it?
Answer: If you have forgotten or need to reset your account password, please visit our website at https://startrekonline.com/user/password and follow the on-screen steps to reset your password.

Question: Where is the C-Store?
Answer: To access the C-Store you need to click on the down arrow icon located on the bottom right corner of the minimap. Clicking on the icon will open a small menu where you can select the C-Store along with:

• PvP Queues
• In Game Mail
• Social Window
• Fleet Window
• The Bridge (this is only available while in space)
• Your Music Player
• Your social networking settings (facebook, twitter ...)

Question: How do I access my pre-order or bonus items?
Answer: Once you open the C-Store (by clicking on the arrow icon located on the bottom right of the minimap) you can access your pre-order items by clicking on the "Special unlocks" tab. The pre-order and bonus items can only be redeemed once per character, but they can be redeemed on every character you make.

Question: There is nothing under “Special Unlocks.”
Answer: Before you can access your pre-order bonus items you will need to purchase and activate a retail game key for Star Trek Online. If you already have a retail copy of Star Trek Online you can activate the key at www.startrekonline.com/activate. Make sure to log in first!

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Behavior

Question: My account is Suspended or Terminated. What do I do?
Answer: While we hope that players respect our behavior, name, and costume policies, we know that there maybe those who choose not to. The following outline will explain what steps Cryptic Studios Customer Support may take in these cases.

When an account is found to be in violation of any of our policies there are three possible actions we may take.
1. Account Warning
2. Account Suspension
3. Account Termination

1. Account Warning
Account Warnings will generally be used for minor violations or most first time offenses.

2. Account Suspension
Accounts will generally be temporarily disabled for repeated violations or more server violations. Accounts can be disabled even without any type of previous warning, depending entirely on the violation.

3. Account Termination
While we do not like removing someone from the game permanently, there may be times that the violation is so egregious or has continued to repeatedly violate our policies, that it will be our only choice. An account could be terminated without any previous warning or suspension, depending on the extent, nature, and seriousness of the violation. In all cases that action is taken on an account, the account will be notified by email to the registered email of the violation. This will include what action was taken and the length of suspension (or termination if required).

Please note: That account holders are responsible for keeping a valid email address on their account. If the email address is out of date or not valid, it will not negate the action taken.

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Game Key

Question: What is a Game Key?
Answer: A Game Key is a unique 25 digit code that can only be used to create or upgrade one account. A Game Key will follow this format: XXXXX-XXXXX-XXXXX-XXXXX-XXXXX. This key will be a combination of numbers and letters. The page will be formatted to accept these numbers. If they don't match up, then please double check the code and try again.

Question: Where can I get a Game Key? Can I purchase the game and receive a key directly from Cryptic Studios?
Answer: Game Keys are currently being distributed with a retail game box purchase. We are not offering sales of the keys via our Online Store at this time. You can view our online retailers page located at http://www.startrekonline.com/retail. Further announcements regarding additions to our online store can be found in the Star Trek Online community forum pages located at http://forums.startrekonline.com/

Question: Should I keep my Game Key?
Answer: Yes, the Game Key can be used to verify an account if other information (such as the Secret Question Answer) has been forgotten. However, you do not need the authentication key to reinstall the game. After you have created your account, and applied the Game Key it is permanently associated with your account.

Question: How do I activate my Game Key?
Answer: You can register your Star Trek Online Game Key on our website at http://www.startrekonline.com/enter_key. Log into your account and follow the on-screen steps to complete registration of your Key. Once applied, you are ready to go!

Question: Why is my Game Key invalid?
Answer: The most common cause for this error message is a mistyped key. Please recheck each character to make sure the Game Key is entered correctly. If you are certain the key has been entered correctly and continue to receive this error message, please log into your account and submit a Billing Support ticket making sure to include all crucial information, including full Game Key and where the key was purchased.

Question: I have a duplicate or faulty Game Key. Help!
Answer: If you have a duplicate or faulty Game Key, you will need to contact Billing Support. Please log into your account and submit a Billing Support ticket and make sure you include your full Retail Key and a copy of your retail receipt so we can be better able to assist you. If you cannot include these in your ticket, please fax us a copy of your Game key and retail purchase receipt to +1-408-402-6191. Be sure to include your Account Name and ticket number with your fax.

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Billing

Question: What subscription options are available for Star Trek Online?
Answer: Please go to http://www.startrekonline.com/subscribe for additional information regarding our current Star Trek Online subscription offers.

Question: Why does Star Trek Online have a subscription fee?
Answer: Maintaining Star Trek Online’s high level of service and quality gameplay does require a monthly subscription fee, but we feel that Star Trek Online can generally be accessed up to 24 hours a day, 7 days a week, as well as provide new and exciting content.

In addition to benefiting from regular content updates from our development team, Cryptic Studios maintains its own dedicated server infrastructure and internal support staff. Remember that Cryptic Studios can host hundreds of thousands of players at any time of the day or night. As such, it requires much higher levels of support, maintenance, and network bandwidth to optimize performance and gameplay.

Question: What payment methods are accepted by Cryptic Studios?
Answer: Currently Cryptic Studios accepts Visa, MasterCard, American Express and PayPal worldwide as payment methods. In addition to these, Discover Card in the United States, Carte Bleue Visa/MasterCard for Europe and Electronic Direct Debit (DE & AT only) are also accepted. Once additional payment methods are available, we will notify you through the Star Trek Online community forum pages located at http://forums.startrekonline.com/

Question: When will I be charged for my subscription?
Answer: You will be charged for your subscription 30 days after your have registered your Game Key and entered a payment method to your account, excluding Lifetime subscriptions which are charged immediately. Once your subscription has been activated you will be sent a confirmation and allowed access to Star Trek Online.

Question: I don't live in the United States. Will I be charged VAT?
Answer: In accordance with the sales tax regulations of European Union (E-commerce Directive 2002/38/EC), we must collect and remit Value Added Tax, or VAT, from residents of the European Union for providing our services. Currently, residents who live in the European Union are charged VAT according to the value set by their local government and can be from 15% up to 25% of the purchase. Please note that the VAT will be called differently in your own country; you should still be able to find an explanation for what the VAT is called in your country online.

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Online Ticket Support:

We offer online ticket support for registered users, as well as a live chat for billing related questions via the Atari Support pages. Please log on to the Atari site using your Cryptic account and password.

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If You Do Not Have An Account:
If you do not yet have an account you may click here to fill out our webform. Please include all the information requested above.
Please Note: Submitting the webform could delay assistance if the request is missing information. We encourage you to create an account and use the link above.)

** Please note: In accordance with the sales tax regulations of European Union (E-commerce Directive 2002/38/EC), we must collect and remit Value Added Tax, or VAT, from residents of the European Union for providing our services. Currently, residents who live in the European Union are charged VAT according to the value set by their local government and can be from 15% up to 25% of the purchase. Please note that the VAT will be called differently in your own country; you should still be able to find an explanation for what the VAT is called in your country online.