Contact

How to reach us

By email: mauricemoret1991@gmail.com. This is the right route for anything to do with your account, a purchase, your privacy rights, or a problem you would rather not discuss in public. It reaches the operator of the site directly, and it works whether or not you have an account.

From inside the game. If you are logged in, the support form on your Support page carries your character and account details along with the message, which saves a round trip establishing who you are. It is the fastest route for anything about your own character.

On Discord: the Shadowrealm community server. Best for questions other players can answer, for reporting something you have just hit, and for following development. It is a public channel, so do not post personal details, order numbers or anything from an email receipt there.

What to expect

Most messages are answered within a few days. Account access problems and payment disputes are dealt with first, because they cost you something while they are unresolved. Bug reports are read and logged even when they do not get an individual reply, and the ones that turn into fixes show up on the Release Notes page.

If a week passes with no answer, send the message again rather than assuming it was ignored. Mail does get lost, and a second copy costs nothing.

What people write about

• Bugs and broken behaviour. Something in the realm is not working as described. These are the fastest to act on when they arrive with the details listed below.
• Account problems. Lost access, a verification email that never arrived, or a sanction you believe was applied in error. Write from the email address the account was registered with where you can, it is what lets us establish the account is yours.
• Purchases and refunds. Questions about Shadowgem purchases, a charge you do not recognise, or a refund request. The Payment Policies page sets out what can and cannot be refunded before you write.
• Privacy and your data. Requests to access, correct, export or delete the personal data held about you, as described in the Privacy Policy.
• Rule reports. Cheating, harassment or anything else covered by the Rules of Conduct. Include character names and, where the behaviour was in chat, roughly when it was said.
• Press, partnerships and everything else. Anything that does not fit the categories above.

What to include

A message that answers these up front usually gets a real answer on the first reply instead of a request for more information.

• Your character name. Almost every question needs it, and it is the slowest thing to establish over email if you leave it out.
• What you expected, and what happened instead. A single concrete example beats a general description: the deed you took, the gold you had before and after, the exact wording of the error.
• When it happened, roughly, including your timezone. Server logs are searchable by time, so this is often what makes a problem findable at all.
• A screenshot, if anything looked wrong on screen. Include the whole window rather than a crop; the surrounding page usually carries the detail that explains the bug.
• Your device and browser for anything visual or anything that only happens on a phone.

Who runs Shadowrealm

Shadowrealm: Age of Darkness is built and operated by Maurice Moret, trading as Mortek, from the Netherlands. It is an independent project rather than a studio product: the same person writes the code, balances the economy, and answers this inbox. Payments are handled by Stripe, and the terms covering them are set out on the Payment Policies page.

For how personal data is handled, including the lawful basis for each use and how to exercise your rights, see the Privacy Policy. For the rules the realm is governed by, see the Rules of Conduct and the Terms of Service.