How to Recover Your Account
Quick answer: Five recovery options: (1) email password reset (60-min link); (2) Google OAuth login (if linked); (3) recovery codes (saved at registration); (4) support ticket with proof of ownership; (5) clan-officer vouch (last resort). All free.
Losing access to your VvW account is stressful, especially if you have levelled a vampire or werewolf through dozens of hours of dungeon runs, faction reputation grinding, and clan wars. The good news is that account recovery is entirely free — there is no premium "priority recovery" service, and support never asks for payment to restore access. Below is the exact order our support team recommends trying, from fastest to slowest, along with what to expect at each stage.
The 5 Steps
Try email reset
Visit /forgot-password.html. Enter your registered email. Check inbox + spam. Link expires in 60 min.
This is the fastest path and resolves the majority of lockouts. If the email never arrives, double-check for typos in the address you registered with — many players sign up with a secondary or work email and forget which one they used. If the reset link has already expired, simply request a new one; there is no limit on how many times you can trigger a reset email in a day, though each request invalidates the previous link.
Try Google OAuth
If you linked Google, sign in via the Google button on /login.html. Bypasses password entirely.
Players who registered or later linked a Google account can skip the password flow completely. This is worth trying even if you are not sure whether you linked Google — the login screen will simply reject the attempt if no linked account exists, so there is no risk in checking. If your Google account itself uses two-factor authentication, make sure you have access to that device before starting.
Use recovery codes
If you saved recovery codes at registration, enter at /forgot-password.html → Recovery Code tab.
Recovery codes are generated once, at account creation, and shown only that one time — they are meant to be saved somewhere safe outside the game, such as a password manager or a printed note. If you saved yours, this is a near-instant path back into your account and does not require waiting on support. If you never saved a code, or can't find it, skip straight to the support ticket below.
Submit support ticket
Visit /contact.html. Subject: 'Account Recovery'. Provide: registered email, character name, last login date, any purchase receipts. Response within 5 business days.
This is the path for players who lost access to both their email and any linked Google account. The more detail you provide, the faster the ticket is resolved — support verifies ownership by cross-referencing details only the real owner would know: exact character name and race (vampire or werewolf), approximate character level, clan name if you were in one, and roughly when you last logged in. Gem-purchase receipts (even a bank statement line item) are the strongest proof, since they tie a real payment method to the account. Tickets without enough identifying detail take longer, since support has to ask follow-up questions before they can safely act.
Clan-officer vouch
If you played in a verified clan, your clan officer can vouch via in-game ticket. Last resort for ancient accounts.
This option exists for older accounts where email records are incomplete or the registered address is long dead. A clan officer or leader who remembers you actively playing can submit a vouch alongside your support ticket, which gives the support team a second, independent confirmation of identity. It only works if your clan officer is still active and willing to vouch, so it is genuinely a last resort rather than a first stop.
Why accounts get locked
Most lockouts are simple: a forgotten password, a changed email provider, or a phone that no longer has the authenticator app installed. A smaller number come from security holds — if our systems flag unusual login activity (a new device, an unfamiliar region, or several failed password attempts in a row) the account is temporarily locked as a protective measure. That is not a punishment; it is the same system that protects you if someone else tries to guess your password. Working through steps 1-3 above clears a security hold just as fast as it clears an ordinary forgotten-password lockout.
What counts as proof of ownership
Support cannot restore an account on request alone, since anyone could claim to own any character name. The strongest evidence is anything tied to a real-world identity or payment: the original registration email, a receipt for a gem package or VIP subscription, or the device and browser you normally play from. Weaker but still useful evidence includes character details that are hard to guess — exact level, race, main dungeon or faction you were grinding, and clan name. Combining two or three of these in your ticket is usually enough.
How long it takes
Password reset and Google OAuth are effectively instant. Recovery codes take as long as it takes you to find them. A support ticket is the slowest option, with a stated response window of up to 5 business days, though most straightforward cases (clear registration email, recent purchase receipt) are resolved well inside that window. Complex cases — old accounts, no purchase history, no memorable clan — can take the full window or longer while support manually verifies each detail you provided.