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Lt. Commander
Join Date: Dec 2007
Posts: 120
# 2
06-07-2012, 04:03 PM

Q: What is Account Guard?
A: Account Guard is a system designed to protect the account you use to log into Cryptic games from unwanted access. It keeps track of the computers you have authorized on your account, and notifies you when your account is accessed from an unauthorized computer.
Q: How does Account Guard notify me when my account is accessed from an unauthorized computer?
A: Account Guard sends a notification to the email address associated with your account. This email details the time the account was accessed, and the IP address from which the access was attempted.
Your account will be inaccessible from that location until the Account Guard code delivered in the email is submitted to the game or website.
Q: What do I do if the login attempt in the notification is not mine?
A: Your account will be inaccessible from an unauthorized location without the Account Guard code that is sent to you. However, if you receive a notification for an authorization attempt that didn't come from you, change your password immediately.
Q: How do I authorize a computer using Account Guard?
A: When Account Guard notices your account has been accessed from a new location, it will prompt you for a special one-time code. That code will be delivered to the email address associated with your account. For this reason, we ask that you ensure the email address associated with your account is current; you can do so in the "Settings" tab of your "My Account" page on our website. To authorize that location for your account, just submit the code at the prompt.
Until you decide to de-authorize the computer, your will be able to access that account, from that computer, without interruption.
If you receive an Account Guard notification from a computer you don't recognize, we recommend you change your password immediately. Instructions and links will be included in the notification that is delivered to your email address.
Q: Account Guard references my "computer name". What is that?
A: Your computer is assigned a name when the operating system is installed. Account Guard automatically fills in this information. If you desire, you can also type a different name for that computer at the time you authorize it.
Q: Can I opt out of Account Guard?
A: Yes. At this time you will need to Contact Customer Support to opt out of Account Guard.
Q: Can I rename the computer name associated with my account?
A: If you de-authorize your computer, and log in again, you can re-name your computer at the Account Guard prompt.
Q: Do I have to authorize my computer with Account Guard for each game separately?
A: No. Account Guard functions across all Cryptic games. If you authorize your computer with one Cryptic game, it will be authorized with all Cryptic games.
Q: Will Account Guard work with my Perfect World account? Which games have Account Guard protection?
A: Account Guard is currently only available on Cryptic Games such as Star Trek Online and Champions Online, but Account Guard will protect your account whether you access those games using a Cryptic or Perfect World login.
Q: How often do I have to authorize my account through Account Guard?
A: Only as often as you change computers. If you remain on the same account and computer, and do not remove authorization, Account Guard will not prompt you again.
Q: I received a prompt to enter a code through Account Guard, but I never received an email. Help!
A: Make sure you're checking the email address associated with your account. Also, be sure to check your spam folder. If you still don't receive an email, contact Customer Support. You may also want to add to your emails spam whitelist or address book.
Q: Can I generate a new authorization email if the first one doesn't show up?
A: If you log into your account again, another email will be sent to the address associated with your account.
Q: For how long does my authorization code last? Does the code expire if I don't use it?
A: The code will expire after a period of time, after which point it cannot be used. If your code expires, you can log into the game again, at which point a new code will be sent to the email address associated with your account.
Q: I logged into the game but wasn't prompted for an Account Guard code. Why wasn't a code sent to me?
A: If you've never logged into a Cryptic game before, you will not be prompted to enter a code the first time you log into your account.
Q: I already registered a computer with my account, but Account Guard is prompting me for a code. Is there a limit to how many computers I can authorize against my account?
A: Currently, only 10 computers can be remembered on your account at one time. If you go over your limit, the computer that you accessed least recently will be forgotten, and you will have to re-authorize it.
Q: I keep entering the wrong code, and now I can't get into my account. Help!
A: If you enter the wrong code too often, you may be locked out of your account. If this happens, wait a while before attempting to log in again. If you still can't log into your account, contact Customer Support.
Q: How can I ensure the security of my account?
A: First of all, remember to change your password frequently! Also, make sure your password is secure and not easy to guess. For more information on generating secure passwords, follow this link:
Keep your password unique. If you have multiple accounts, make sure they each have their own unique and secure password.