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FAQ
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Thanks for checking out the Frequently Asked Questions (F.A.Q.) designed to cover the most common questions and answers regarding Global MU Online.
Reviewing the F.A.Q. before submitting a customer service ticket is the fastest, easiest way for you to resolve most of your MU related issues. Other sources that might be helpful to you include our Customer Service Polices and our Game Guide. We will continually update these F.A.Q.s so please check them often.
Password and Account Issues
I don't have my vault code. What can I do?
You created a vault code at the time of registration. It is a security feature to protect your account. If you have forgotten your vault password, we cannot reissue or change your vault code. At this time, your vault code is the only way to verify account ownership. We can not change your Q/A or your Customer Information without your vault code.
I forgot my password. What do I do?
Go to www.globalmuonline.com . To the left side of the screen is a link labeled "Forgot Password." - click on it. It will direct you to a screen where you must enter your account name and Secret Question and Answer. You must know this information in order to reset your password. We do not support changing passwords in-game or through email. If you are unable to click on this link, please submit your request via an another account and include your character, server, account and vault code in that request.
My account has been hacked? How do I get my account back?
Requests related to hacked accounts will take longer to resolve. We are in the process of implementing several new systems and upgrades for the Global MU Online service that will allow us to accurately resolve hacked account issues. We may not be able to restore hacked accounts at this time.
Lost Items
I lost an item? How do I get it/them back?
We cannot restore lost items unless the loss is due to your account being hacked.
Most items are lost due to account sharing. Because shared accounts so often lead to problems, our policies ban such accounts. See our policies section for more details.
If your loss is due to your account being hacked, as soon as our verification systems are in place, we will be able to recover your lost items.
Contacting Customer Service
How long do I have to submit a customer service request?
Please only submit customer support requests for issues that have occurred within the last 10 days. Due to the volume of requests and certain data access constraints, we will be unable to address issues that are more than 10 days old.
When will I hear back from Customer Service?
We expect a very large number of customer support requests in the coming days and weeks. We ask for patience from faithful MUtizens as it may take several days to get through the initial flood of requests. It is our mission to reduce the response time - from days to hours - as quickly as we can. Please expect a response in a timely manner (up to three business days) for now.
English? Angles? Portugues? Polska?
We are currently offering customer support in English only. If you submit your customer support requests in any other language, we cannot guarantee we will be able to respond. If we get enough requests for support in languages other than English, we will consider expanding our language support.
Cheating and Hacks
What do I do if I see people cheating?
We don't like cheating and we ask you to report people who are cheating. If they are using third-party tools, hacks and other code, please report these problems as well. We can not guarantee resolution on these matters, but we will investigate each report and take the appropriate action when we find evidence of cheating.
Are third party tools or 'hacks' allowed?
No. K2 Network does not allow any kind of third-party program to be used in the game.
Technical Issues
I can not connect to the game. It keeps saying "connection failed". What do I do?
There are many reasons why a Client may not be able to connect to the servers. Please check your router's settings and any firewalls you may be using. Please make sure that ports 44405 and 55901 are open for both inbound and outbound UDP and TCP traffic. You can find information on how to do this by contacting your router/firewall vendor.
The text/textures/sound is not working right. What can I do?
Make sure you have all your drivers updated. This includes drivers specific to your sound cards, video cards, etc. Also make sure you have an up-to-date Direct X Windows XP driver installed. Direct X is offered by Microsoft and is often needed to ensure game play.
My client crashes when I try to open it. What should I do?
Try opening the application without any other applications running. If this doesn't work, try downloading the installer again and rebooting.
I can't see the chat text, it's all blurry and I can't understand it. How do I fix this?
Please check the resolution on your desktop. Then, click on the "MU" icon. You will see a button named "Option" next to the button "Connect". Select the resolution that best matches the resolution on your desktop. This should fix it.
I have issues with nProtect?
Please note nProtect is a sanctioned third party application we offer to protect our MU users from cheats or other clients. Some applications may cause nProtect to fail which in turn may cause your launcher to fail.
When does the game have server maintenance?
Server maintenance is held US Pacific Time every Thursday night from 11 PM to 12 AM (-8 GMT). If additional scheduled service is required it will usually be communicated through an announcement on our website.
Game Play Questions. (Please reference the Game Guide for more details.)
Do you offer a Game Guide for beginners and intermediate players?
Yes. Please click here for the game guide.
Does MU allow use of ALT+TAB or other process switching features to get in and out the game?
No. In accordance with Game Guard policy and terms of use, these features are not permitted.
Do you allow hosting private servers at LAN House, PC Cafes, or House PCs?
No. Global MU Online is only offered on K2 Network's servers. This allows us to maintain the highest standards to technical infrastructure and personal service. It is against publishing and registered copyrights to allow players to run their own private server for the game.
What you need to join the Chaos Castle event?
Your character will need the Armor of the Guardsman to enter the Chaos castle event.
Where do I get the Armor of Guardsman?
It is sold at Lorencia (Wandering Merchant), Noria (Eo the Craftsman) and Devias (Wizard).
How are castles assigned in the Chaos Castle event?
The Chaos Castle event consists of six castles. Castles are assigned to players by level, as described in the chart below.
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Level Scales |
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DK / DW / ELF |
MG, DL |
FEE |
| 1 |
15-49 |
15-29 |
25,000 |
| 2 |
50-119 |
30-99 |
80,000 |
| 3 |
120-179 |
100-159 |
150,000 |
| 4 |
180-239 |
160-219 |
250,000 |
| 5 |
240-299 |
220-279 |
400,000 |
| 6 |
300-400 |
280-400 |
650,000 |
Remember, Right click on the Armor of Guardian to enter Chaos Castle!
Where else can I look for answers to other questions?
Please check our community forums. You will find answers to many questions not answered here. Again, we will be expanding the F.A.Q.s so check back regularly. We welcome users to contribute to the F.A.Q. by submitting questions and answers.
What events can I expect in the future?
The community response to our latest in-game events has been phenomenal. Chaos Castle set participation records for the game and we have gotten tremendous feedback from the MM events we are running. We have already scheduled a series of events including Blood castle, Devil's Square, Castle Siege, Cry Wolf and Battle Soccer Tournament. We also have plans to create and deliver many more.
What new maps will you have?
We are committed to providing new maps. Future maps to include Kalima, Land of Trials and Aida.
Will you have live MMs?
Yes. Lots of 'em.
Why should I pay?
A great game Free2Play is good.
A great game with great support and a reasonable fee is better.
The fact of the matter is vibrant communities need services. We are investing in services and need your help to do it.
What is free?
New and existing users can play the first 4 maps of Global MU Online for free. They can go where they want to go do what they want to do for as long as they like in these maps. However, as a Free2Play™ user you will be restricted to level 60 or below. Players who have purchased a subscription will have access to all the content currently available in Global MU Online in addition to as of yet unreleased content.
What happens after April 20th if I don't pay?
If your characters are in the first 4 maps and below level 60, nothing. Enjoy the game Free2Play™!
If you have an account with a character above level 60, you will not be able to login to GMO game servers unless you are a paying member. Only accounts with all characters under level 60 will be allowed to connect to the Global MU Online servers for free.
In the event you have not joined by April 21, we will reserve your account, characters, and inventories for 60 days.
When do I have to pay?
Global MU Online will remain completely free until 10pm PST, April 20, 2006. At 2am PST April 21, 2006 Global MU Online will go live with 4 maps and 6 areas Free2Play™ with the remaining areas reserved for players with active subscriptions.
Why not wait until April 21st to pay?
3 Great Reasons:
1. Automatic entry for a chance to win a trip to E3 (details to come)
2. Guaranteed uninterrupted service.
3. Be the first to grab Hot Spots (HS) as they become available after April 20.
How can I pay?
Players will immediately have the option to use Paypal or major credit cards, including Visa, Mastercard, American Express, and Discover. We plan to have alternative payment methods, including prepaid cards, available in Brazil and Poland (Details to come). We are also investigating more payment options to better serve our community.
Pay-to-Play FAQs
I want to go Pay-to-Play, what do I do?
Simply visit the "MU Marketplace" and follow the instructions.
If I go Pay-to-Play, will I lose my characters, items and everything?!?!?
No. We understand you have put your blood, sweat and tears into earning your characters and items. When you chose premium service, you will have the option to "clone" your characters and "transfer" your items to the premium world.
Please see the Character Cloning Program page for details.
Can I play my existing characters in the premium world?
Yes. When you chose Pay-to-Play you can "clone" your existing characters, create new ones, or both. We offer a Character Cloning Program that will allow you to clone your existing character(s) into the premium world. At the time of transfer, you will have two identical but separate characters: one in the Free2Play world and one in the premium world. You can play in both worlds. The characters stay in their worlds.
Please see the Character Cloning Program page for details.
How does item transfer work?
When you chose premium service we will allow you to transfer an in-game vault (storage warehouse) full of items and up to 25,000,000 Zen to the premium world. Because the premium world will have items that do not exist in the Free2Play worlds, no items can be transferred from the premium world to the Free2Play world. We will also limit the transfer of Zen back to the Free2Play world so that we do not disrupt the economies.
I already paid! What about me? :O(
If you paid before midnight on the day we made our Free2Play announcement (before 11:59PM 4/13/06), we appreciate your commitment to MU. We are offering you two options. If you want your money back, we will give it to you. Just contact Customer Service before April 21, 2006. If you still want premium service, you are all set. It will start when the premium server goes live. As a thank you, we will also give you an extra 30 days (for a total of 60 days).
If I have a Pay-to-Play account, can I still play in Free2Play worlds?
YES! All Pay-to-Play subscribers will have full access to play on both Maya and Wigle.
Why should I pay? What are the advantages of Pay-to-Play vs Free2Play?
By focusing our resources and investments, we will be able to better service the players that value the aspects of game experience that cost us the most to deliver: enhanced game play, extensive events, focused MU Master attention, the latest updates and items, and unlimited customer support.
We can offer enhanced game play because we are starting with a clean, un-hacked environment. We will be able to keep it clean by closely monitoring hacks and bugs. Because we will be able to more closely track the economy and game balance, we will be able to offer EXP acceleration.
With your help, we will be ramping up our customer support staff even more! That means faster response times on the rare issue keeping you from enjoying the full Global MU Online experience. We are committed to providing world class customer support to MUtizens on the Pay-to-Play world.
Do you like the MU Master events we are holding now? We will be able to offer many more with a much better MUtizen to MU Master ratio and more personal interaction with the community.
Do you like in-game events? Get ready. In the next few months expect to play Blood Castle, Devil's Square, Castle Siege, Battle Soccer World Cup, and Cry Wolf! We will also increase the number of daily MU Master events. Look for lots of Lucy, Kill the MM, Raspekt, and scavenger hunts.
Looking for new items? Expect to see Great Dragon Sets, Dark Soul Sets, Hurricane Sets, Dark Master Sets, and Red Spirit Sets with weapons and accessories to match.
If I Pay-to-Play, can I still access the Free2Play worlds?
Yes. Your premium account will give you access to both premium and Free2Play worlds.
What happens to my Free2Play characters when I Pay-to-Play?
Your characters will remain as they are. You will have choices about the characters you want to clone and the items you want to transfer.
Do inactive accounts get deleted?
All Free2Play accounts that have been inactive for more than 90 days are subject to removal. This simply means you must login to your account (for at least 5 minutes) within 89 days of your last login to be considered active.
Are you going to roll back the database to before this announcement?
No.
Which items EXACTLY will be brought over from my Free2Play account to my Pay-to-Play account?
Only Items in your Storage Vault will be transferred into the Pay-to-Play world. All items you wish to be transferred must be off your character and in your storage vault. No items or Zen the character is wearing will be transferred. Additionally a maximum of 25 million Zen will be transferred from your vault.
What exactly is Free2Play?
Free to Play will allow users to play the game as is on the Maya and Wigle servers. They will continue to be maintained and updated, updates will include but may not be limited to security patches and game play fixes.
Will users from Maya and Wigle merge together in the Pay-to-Play world?
Yes, all users who choose to move to the Pay-to-Play world will all join in one world as one giant community. The Free to Play worlds will remain segregated as they are currently now.
Will I be able to Re-Stat my Character when moved to Pay-to-Play worlds?
At this time there is no method to re-stat your characters, future versions of the game may include this ability.
Are prices 100% confirmed?
Prices are subject to change without notice.
If I Pay-to-Play and don’t want to play on the Pay-to-Play worlds anymore; can I move back to Free2Play without any penalty?
Users may leave the Pay-to-Play world at any time they wish and can re-access their Free to Play accounts at any time. However, items that were transferred to the Pay-to-Play world will not be transferred back to your Free2Play account.
What happens to my Free2Play account while I train in thePay-to-Play world?
Nothing will happen to your Free2Play account. Your Free2Play account will remain the same unless you decide to play actively on it.
Can we change Character Names and User ID’s during the transfer?
If the player chooses option A, their account will be on the same ID, but if the user chooses option B, they will have to register a new account, and specify the transfers from which account to the others. During the transfer users will be prompted to change their in game Character names if the name already exists on the new server.
What about Duped items being transferred to the New World?
As part of this transfer K2 Network is going to guarantee that all items moved into the Pay-to-Play worlds will be un-duped and fresh for all users to enjoy an un-tainted Market Place. If your vault contains multiple copies of the exact same items (dupes) the dupped items will not be transferred.
What are the specifics on merging accounts?
Currently we are allowing users to either transfer 1 account (with all 5 characters with NOTHING on the characters, inventory or personal store) and its Storage Vault. Or any two characters on separate accounts but with only 1 storage vault to be transferred.
Will the Free2Play worlds remain to get updated items and events?
The Free2Play worlds will receive updates that will include but may not be limited to security patches and game play fixes.
When is the deadline for account transfers?
We will allow a reasonable period for account transfers but do to technical limitations and game updates we cannot guarantee that we will be able to offer the transfers indefinitely.
When will these account transfers begin?
Our goal is to offer transfers as soon as the new world is open but due to technical limitations we may have to delay this offering for a short time.
Can we transfer characters like the Magic Gladiator and the Dark Lord without have a base character above the designated level?
When bringing over an MG or DL, you will be required to bring over a base character (DK, Elf, DW) and they must be of the required level to maintain the other character. If you bring over a DL, you must also bring over a base character of the required level of 250; and the same for the MG.
What about the rest of our items?
The remainder of your items will be left on the f2p servers as is.
How does the hours we paid for count down?
Every minute is tracked and rounded down. (You play for 5 minutes and 20 seconds, it will round to 5 minutes when you log off).
What is required for the account transfer?
To Transfer your account to the p2p server you will need to be a paying user so that you have access to the new server. After that you will be allowed to choose your transfer method and begin to play on the new MU.
Will events like double EXP be held again in Pay-to-Play?
Yes, in the Pay-to-Play worlds, players will be able to enjoy many events that may include increased experience periods.
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