Help
Support and FAQ
Most problems are one of a handful of things. Start here; if you are still stuck, write to us.
Contact: support@xianwuligroup.com
Accounts and passwords
How do I create an account?
Open the launcher and choose to create an account. You need an account name and a password. Your account name is separate from your character names, which you pick later on the in-game login scroll.
I forgot my password
Email support@xianwuligroup.com from the address you can prove belongs to you, with your account name. TODO-config: replace with the self-service reset flow when it exists
We cannot read your password. It is stored only as a salted hash, so it can be reset but never recovered.
Is my password safe?
Passwords are hashed on the server and are never stored in plain text. The launcher exchanges your sign-in for a one-time token; the game window never sees your password. Use a password you do not use elsewhere.
Can I delete my account and data?
Yes. Email us from your account address and we will delete the account and its characters. See the privacy policy for what is stored.
Launcher problems
Windows says "Windows protected your PC"
Preview builds are not code-signed yet. Choose More info, then Run anyway. Details and checksum steps are on the download page.
macOS says the developer cannot be verified
Control-click the launcher, choose Open, and confirm. Or use System Settings, Privacy & Security, Open Anyway.
The Linux AppImage does not start
Make it executable (chmod +x) and install libfuse2. If you run it from a terminal, copy any error text into your bug report.
The download or update stalls or fails
The launcher resumes where it stopped, so close it and open it again first. Every file is checked against a SHA-256 checksum, and a damaged file is fetched again. If it keeps failing, check your disk space and any antivirus or proxy software that rewrites downloads.
"Launcher update required"
The game needs a newer launcher than you have. Download the latest from the download page and install it over the old one.
The game window is black or runs slowly
Turn on hardware acceleration and update your graphics drivers. In the game, press F1 to open help and settings, where a performance mode renders at lower resolution.
Network and ports
Which ports and servers does it use?
Everything goes over outbound HTTPS on port 443: downloads from dl.swordandseal.com, the account service and secure WebSocket game connection on play.swordandseal.com. You do not need to open or forward any ports at home.
It cannot connect on my school or work network
Some networks block WebSocket traffic or unknown domains. Try another network or ask the network owner to allow the two domains above. The status badge at the top of every page shows whether the servers are up.
The badge says "Servers offline"
The badge asks the game server for a heartbeat every minute. If it says offline, the servers may be down for maintenance, or your network is blocking the request. Check the news page for announcements.
Playing
What are the controls?
| Key | Action |
|---|---|
| W A S D | Move, relative to the camera |
| Right-drag, wheel | Orbit and zoom the camera |
| Left click | Select a target, or click an NPC to talk |
| Tab | Cycle the nearest hostile target |
| 1 to 4 | Use skills on the hotbar |
| F | Speak to the nearest NPC |
| I or B | Bag |
| L | Quest log |
| Enter | Chat (Enter sends, Esc cancels) |
| F1 | Help and settings |
| M | Mute |
How do I beat the Stone Guardian?
Bring friends and a Physician, and watch the ground. Every big attack paints a ring first. Leave the ring before it lands. See the zone guide.
Reporting a bug
Email support@xianwuligroup.com with as much of this as you can:
- What you did, what you expected and what happened instead.
- Your operating system and the launcher version (the version number is also on the download page).
- Your account name and character name. Never send your password.
- The time it happened, with your time zone.
- A screenshot, and any error text.
Preview software
This is a prototype. Expect rough edges, wiped characters before launch, and balance changes. Thank you for helping us find them.