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Filed a ticket last night about trying to get my secondary password reset, still no reply. Hopefully someone will get to it soon because I would like to start playing RoM again.
About all I can do is counsel patience. It can take a day or three to get a response sometimes.
I hope you asked Support to reset your secondary password, and provided the pertinent information (account name, server, and your main character's name).
I also filed a ticket to request a password reset as well as a secondary password reset for two accounts that I have not played in years. What kind of turnaround should I expect? I understand that this is a F2P game and shouldn't expect immediate service, but I have spent around a thousand dollars in diamonds on this game from beta until the release of chapter 3 so I do expect prompt service.
Your tickets are being worked on when the queue arrives at your ticket. It does not matter how much money you have spent and especially not 3 years ago.