Token-based Restoration Policy

^{[Updated 09/22/2020]} If you wish to request a Consumed Item Restoration, an Item Refund, an Item Resealing, a Compound/Enchant Fail Restoration, or an Item Transfer, we may be able to help based on the eligibility criteria below.

Please note, it's important to send your request to our support team as early as possible. If too much time has passed between the in-game event you are reporting about and your request, we may not be able to assist.

Please make sure to familiarize yourself with the below Restoration Tokens system, and read the eligibility criteria for your request before you create it. 

Restoration Tokens:

• Each NCSOFT account is granted 3 Lineage II restoration tokens twice per calendar year (3 tokens on January 1st, and 3 tokens on July 1st). These tokens do not carry over. When you receive your new tokens, all unused tokens are removed from your account. Tokens can be used for any request falling into the below restoration categories.
• Each item or item stack restored, resealed or transferred uses 1 restoration token. The NCSOFT Support Team will let you know how many restoration tokens will be used, and how many will remain on your account before making any changes to it.
• If an item is not eligible for a restoration, the NCSOFT Support Team will let you know in response to your request.
• The NCSOFT Support Team reserves the right to make exceptions depending on the context of the request, and the standing of the requester's account.
• The NCSOFT Support Team reserves the right to deny a restoration/resealing/transfer request, even if the item was eligible to be restored/resealed/transferred in the past.

Eligibility:

• Consumed Items Restoration:
  • The item was consumed no longer than 7 days before you created your request.
  • You have enough restoration tokens on your account (one for each item or item stack).
  • Certain consumables are not eligible to be restored. The NCSOFT Support Team will let you know if your item is eligible to be restored in response to your request.
• Item Refund:
  • The item was purchased from NPCs no longer than 30 days before you created your request
  • The item was purchased from NPCs using but not limited to Adena and Event currencies.
  • The item must not be broken, consumed or altered.
  • You have enough restoration tokens on your account(one of each item).
  • Certain items are not eligible for refund. The NCSOFT Support Team will let you you know if your item is eligible to be refunded in response to your request
    • Note: For NCoin Refunds, please check this policy: https://support.lineage2.com/hc/en-us/articles/360028662152-NCoin-Refunds-Policy%3E
• Item Resealing:
  • The item was unsealed no longer than 7 days before you created your request.
  • You have enough restoration tokens on your account (one for each item).
  • Certain items are not eligible to be resealed. The NCSOFT Support Team will let you know if your item is eligible to be resealed in response to your request.
• Compound/Enchant Fail Restoration:
  • The item compound/enchant failed no longer than 7 days before you created your request.
  • The item has not been restored by the NCSOFT Support Team in the last 90 days, this includes restorations performed on another account or character. The item has not been restored by the NCSoft Support Team on the same account. 
  • Compound/Enchant Fail Restorations are limited to 1 per category per 6 month period.
    • Weapon/ Accessory/ Armor/ Dyes
  • The item will be restored to its previous state but any costs associated with upgrading/compounding will not be restored (Adena/Soul Crystals).
  • The item must be destroyed due to upgrade or enchantment. Downgraded items are not eligible.
    
  • You have enough restoration tokens on your account (one for each item).
  • Not all items are eligible to be restored. Some of these ineligible items are listed here: Token-based Restoration Policy – Ineligible Items List. Please note that this list does not contain all ineligible items and will be updated regularly. Additionally, the NCSOFT Support Team will let you know if your item is eligible to be reversed in response to your request. 
  • Attempts to alter the item in any way in order to bypass restoration limits will result in a sanction on your account and any other account involved.
• Item Transfer:
  • The item was obtained no longer than 90 days before you created your request.
  • The characters must be on the same account.
  • You have enough restoration tokens on your account (one for each item).
  • Certain items are not eligible to be transferred. The NCSOFT Support Team will let you know if your item is eligible to be transferred in response to your request.

To submit your request, click here.