Runes of Magic US / AU

i have the same problem and i just had a answers... basicly there is a problem with the password changing problem at the moment and they are working on it.. what i was adviced to do is writte a ticket to the support and ask them to reset my password

What radazz said.

I've tried multiple times to contact gameforge support for an issue but no response plus read all the similar posts and tried their suggestions soooo.... I stopped playing the game a couple years ago so naturally I didn't remember my password. I reset my password and logged into the website just fine but when I tried to login to the client it said Account or Password error. I reset the password again and again logged into the website using the new password just fine but still the same error. I tried another reset and that's when I encountered the same problem as this thread was initially started for. Hash is Invalid on the page that opens when I click the link from the email. I've uninstalled and reinstalled and verified each time the runedev said it was for US. For grins and giggles I even changed it to EU and tried the passwords but it didn't work for that either. I'm about to give up on it again. I paid more playing this a month in diamonds than I did for 3 months of WoW subscription so I went back to WoW but now all 3 of my kids want to play this but if this is how the game works now, inefficient support, I think I may be better off just getting all four of us WoW accounts again. Just extremely frustrating when you can't get a response at all from support. I want my old account. I still had diamonds and high level characters on it. I refuse to just start over. Any suggestions for a fix or knowledge that the login and password both are just broken in the game right now and they're working on fixing it would be appreciated.

Currently, Support can take up to 2 weeks to answer a ticket. This is due to massive exploit & duping on some servers being backtraced & the fact that the Support department are probably still moving from Berlin to Karlsruhe.

Gameforge have assured us that new Support personnel are being trained in the tools Runewaker provide and hopefully, this backlog will begin to clear over the next few weeks.

Quoted from "Yrcanos"

Currently, Support can take up to 2 weeks to answer a ticket. This is due to massive exploit & duping on some servers being backtraced & the fact that the Support department are probably still moving from Berlin to Karlsruhe.

Gameforge have assured us that new Support personnel are being trained in the tools Runewaker provide and hopefully, this backlog will begin to clear over the next few weeks.

Quoted from "Yrcanos"

Currently, Support can take up to 2 weeks to answer a ticket. This is due to massive exploit & duping on some servers being backtraced & the fact that the Support department are probably still moving from Berlin to Karlsruhe.

Gameforge have assured us that new Support personnel are being trained in the tools Runewaker provide and hopefully, this backlog will begin to clear over the next few weeks.

@Yrcanos
What is one to do while waiting for ticket to get answered? My wife's account has been compromised and she lost TONS of gold, almost 800 million.
So therefore, until support helps her change her password, the rest of her gear and stuff she has on her toons within that account will get cleared out as well? We are talking diamonds too

Until Support can look at the account, it is unfortunately vulnerable. I would suggest that the account is left alone until the ticket is answered and Support have investigated. Thus, all activity on the account since the time it was compromised will not be due to your or her action and Support won't have to undo selective actions, just all of the activity.

(I think...)

Thanks for the reply...

Prior to your reply, she updated her ticket to explain what actions on account have been taken since compromise.
There was no way she was just gonna sit still for 2-3 weeks with high end gear, diamonds and such to go missing as well.
She explained in ticket where it was all sent. Hope that doesn't mess up the tracking, but we felt some action had to be taken to lessen the losses.

Now the waiting game

Thanks again