To request an unlock for a restricted Wizard101 account, email [email protected] with your account identifiers and a description of the lock, then follow support’s instructions. Include your username and character name for a computer account, or your KingsIsle Player Name and character name for a console account. If you have forgotten your login details, use the account recovery options below.
Never share your password with anyone; KingsIsle will never ask for it. Keep passwords and full credit-card information out of your support request.
The short version
- Actual account lock: Email [email protected] and explain the restriction.
- Forgotten credentials: Use the official recovery options for your username, password, or Master Password.
- Console accounts: Give support your KingsIsle Player Name instead of a website username.
- Unanswered request: Check spam for the acknowledgment and reply to your ticket to follow up.
| Option | When to use it | What to provide or do |
|---|---|---|
| Email support | Computer account lock | Send your username, character name, and lock details |
| Website support | Requesting help through the website | Open Customer Support, then select Contact Us |
| Restriction review | Purchasing lock or disputed suspension | Explain the purchasing activity or reason for review |
| Password recovery | Forgotten website password | Submit your username |
| Username recovery | Forgotten website username | Submit your registered email address |
| Master Password recovery | Forgotten family management credential | Submit your username |
| Unusable registered email | European computer account recovery | Give support an accessible reply address |
| European recovery | European account credentials or locks | Use European recovery or contact support |
| Console account support | Restricted console game account | Send your KingsIsle Player Name and character name |
| Ticket follow-up | Unanswered recovery request | Check for acknowledgment or reply to your existing ticket |
Email support with your account details
Start an email to [email protected] and explain the lock or login error. For a computer account, include your username, character name, and relevant details about the problem. If the lock involves billing, also include the billing name and address.
If you cannot remember your username, use the username recovery steps below before requesting the unlock. Follow the emailed recovery instructions, then include the username in your support request.
Submit a request through the official website
Open the official support page and select Contact Us. Provide your account identifiers and describe the lock, including the relevant account and restriction details you would send by email.
If the tab is unavailable or a login requirement prevents access, email [email protected] instead. Explain the restriction and include your account identifiers so support can review your request.
Ask for review of a purchasing lock or suspension
For a purchasing-related temporary lock, contact official support and describe the relevant purchasing activity. Include the billing name and address when the lock involves billing, then follow the instructions support supplies for your case.
If you believe a suspension is mistaken, request a review and explain why you believe the restriction is incorrect. KingsIsle directs disputed suspensions to support, so include the circumstances of the suspension in that request.
Recover forgotten login details
Use credential recovery when you need your website username, password, or computer-account family Master Password. These options recover login details; an account restriction still needs support’s review.
For a forgotten password, open the official account recovery page and select Forgot Password. Enter your account username in Username, then select Submit. Follow the instructions emailed to the address registered to your account.
To recover your username, select Forgot Username on the same page. Enter your registered email address in E-mail, then select Submit. Follow the instructions sent to that address.
For computer-account family management, select Forgot Master Password when that is the credential you need. Enter your username in Username, select Submit, and follow the emailed instructions. This recovers the separate family management credential.
If the recovery email does not arrive within 24 hours, contact [email protected]. Explain which credential you were trying to recover and include your relevant account details.
Use the European recovery options
For a Wizard101 Europe account, open the European website and select Forgot?, or open the European account recovery page. Select Forgot Username, Forgot Password, or Forgot Master Password. Enter your registered address in E-mail for username recovery, or your username in Username for either password recovery option, then select Submit. Follow the emailed recovery instructions.
For an actual lock or failed recovery, open Customer Support on the European website and select Contact Us, or email [email protected]. Describe the problem and provide your account identifiers.
If your European computer account’s registered email is no longer usable, explain that in your email to support and supply an accessible reply address. Include your username, character information, and relevant details, then follow the instructions support supplies for your case.
Recover a restricted console account
For Wizard101 on Xbox One, Xbox Series X|S, PlayStation 4, PlayStation 5, or Nintendo Switch, email [email protected]. Include your KingsIsle Player Name, character name, and details of the restriction.
Console accounts cannot sign in to Wizard101.com and do not have website usernames or passwords. The website’s Forgot? workflow therefore does not apply to those accounts. Send the game-account restriction to KingsIsle support and follow its instructions.
Follow up on an unanswered request
Check your spam folder if an automated ticket acknowledgment has not arrived within 24 hours. If you still have no acknowledgment, KingsIsle advises trying a different email domain.
Allow 48 to 72 hours for a support-ticket update, especially over weekends and holidays, then reply to your existing ticket to follow up. This is KingsIsle’s follow-up guidance, not a guaranteed account restoration time. Follow any instructions support supplies for your case.
Frequently Asked Questions
Where should you get help with a Wizard101 account used through Steam?
Steam directs Wizard101 game-support requests to [email protected]. For a computer account, include your username, character name, and details of the lock.
What should you include if more than one character has the same name?
Add the character’s level and school when character names are duplicated. Include those details alongside your computer-account username or console KingsIsle Player Name.
Does requesting a review guarantee that your account will be restored?
KingsIsle does not promise reinstatement when you request review of a purchasing-related lock or disputed suspension. Follow the instructions support supplies for your case.
Should you post account details publicly to get recovery help?
Keep account recovery with official support rather than posting account information publicly. Send the relevant identifiers through your support request.
