Realmers,
We know losing a character can be rough, especially one you have put real time into. Permadeath is part of RotMG, and normal deaths, mistakes, or bad luck are not something we can undo.
If a game bug or a problem on our side caused your character's death, we may be able to restore it after reviewing what happened.
How to ask for a review. Send us a Support ticket and tell us what happened. Video of the death is the most helpful thing you can include, because our records do not capture the full picture of a run. The team will review whether a game bug or an issue on our side caused it. Please keep in mind that sending a report does not guarantee your character will be restored.
What helps us most. If you have video, it is most useful when it shows your own perspective with the full game window and HUD visible, includes the moments leading up to the death, and keeps recording through the death screen.
If you do not have video, tell us what happened anyway and we will review whatever information is available for your account. If nothing we can see shows that a problem on our side caused the death, we will not be able to restore the character.
Keep a character slot free. We need an empty character slot to restore a character, so please make sure you have one available.
Record before something goes wrong. Having gameplay recording enabled means you will have footage ready if you ever need it. We know recording your sessions may not be something you are used to, and we are sorry to ask for the extra effort. Video is usually the clearest way for us to see what really happened, since our records do not capture the full run. Our How to record your gameplay guide can help you get set up.
When an issue affects many players. We sometimes open a revive window for a bug that affected a lot of players. We announce these on our official channels with instructions and a deadline. If your death is covered by one of those announcements, please follow the instructions there.