Check out our New World: Aeternum Known Issues support article to view a list of currently known issues. We appreciate your patience as we work towards resolving those issues.
New World: Aeternum Support
Disclaimer: While representative, this isn't an exhaustive list of offenses that can result in a penalty. To protect the integrity of our community and foster a fun and safe space in which to play, we reserve the right to penalize any account or take other disciplinary actions at any time for any conduct that we determine to violate the spirit of the Code of Conduct or otherwise find to be inappropriate or harmful to the community.
If your account received a Commerce Issue penalty, this means that activity on your account has triggered the automated penalty due to issues with payment-related matters. We suggest reaching out to the official platform where you made your purchase (for example, Steam) or your bank to understand why there were issues with payment. This falls under one of the three following categories:
Fraud Detected
Chargeback or Refund Detected
Game Key Not Detected
Note: If you remove a game key or items, you can reinstate your account by re-adding or re-purchasing them. Reach out to the official platform where you made your purchase for more assistance.
Section 3 within the Code of Conduct outlines the guideline: "play fair." A Cheating penalty means that the player violated that guideline.
Violations include, but aren't limited to:
Botting
Example: Using an automated program that plays the game on behalf of a human player.
Exploiting a bug
Example: Discovering an item dupe and duplicating the item, resulting in an unfair advantage.
Real Money Trade - Buying
Example: Receiving suspicious amounts of in game currency from verified RMT sellers.
Real Money Trade - Selling
Example: Advertising or providing, leveling services or item trades for real life currency.
Tampering with game files
Example: Discovering that by altering game settings in a certain sequence you can modify gameplay experience.
Account Sharing
Example: Sharing your account with other players to help farm items.
Known cheat program detected
Example: Using a known cheating program in game.
Sections 1 and 2 within the Code of Conduct outline the following guidelines: "Treating others the way they want to be treated" and "Playing to enjoy the game." A Disruptive Behavior penalty means the player engaged in disruptive behaviors that violate those guidelines.
Violations include, but are not limited to:
Harassing/Threatening Players
Example: Continually sending messages to the same player against their wishes.
Example: Harassing Amazon Games employees (including developers and support agents) both in-game and out of game.
Discriminating against other groups
Example: Actively encouraging others to mock a group or class of people due to their race, religion, skin color, gender/sexual identity, ethnicity, disability, origins, and more.
Revealing personal information
Example: Revealing personal information of another player without their consent.
Bullying
Example: Taking part in or encouraging others to be verbally negative towards another player.
Toxicity
Example: Berating other players for struggling in group content.
Scamming
Example: Intentionally scamming another player for an in-game item or currency by misleading them to believe otherwise.
Griefing / Trolling
Example: Repeatedly dying in events to grief allied players.
Impeding/Sabotaging group play
Example: Refusing to proceed to the next stage of the dungeon unless the other players pay gold.
Impersonating as an Amazon Games Staff
Example: Pretending to be an AGS staff to mislead players in-game.
Section 1 within the Code of Conduct outlines the guideline: "Treating others the way they want to be treated." An Abusive Language penalty means the player engaged in behavior that violates that guideline.
Violations include, but aren't limited to:
Vulgar / Offensive Remarks
Example: Making sexually explicit remarks to another player or an official game representative.
Hate Speech / Racist Language
Example: Actively typing in chat about negative stereotypes of a group or class of people due to their race, religion, skin color, gender or sexual identity, ethnicity, disability, origins, and more.
The Amazon Games Naming Policy prohibits offensive names. A Naming Policy Violation penalty means that the player used an in-game player, guild, company, or group name that violates this guideline.
Violations include, but are not limited to:
Naming Policy Violation
Example: Using offensive names that include abusive language, hate speech, and more.
Note: Temporary Lockouts indicate a temporary lock on your account while a GM investigates a bug you reported or due to account compromise. If the temporary lockout isn't resolved, please contact customer support for investigation.
If you have reviewed the Code of Conduct and believe that you received your penalty in error, you can appeal your penalty here.