Official:Account security

Account security, or keeping your Puzzle Pirates user account safe, is of great importance. When a player's user account is compromised and someone uses it without their permission, the results can range from in-game loss of property to an account ban.

Puzzle Pirates accounts are accessed through the email address associated with them, rather than a separate username and password. This means the security of your Puzzle Pirates account depends directly on the security of your email address. You can read more about this here.

Keeping Your Account Safe

• Never share private or personal information with others in game.
• We do not provide support over external services such as Discord, Skype, Facebook, etc. Do not share account information if contacted through these services.
• If someone in-game directs you to a website asking for your account name or email, send in a complaint immediately and include the URL. If the contact was via email rather than in-game, contact support@puzzlepirates.com instead.
• Official emails from Grey Havens will always come from @puzzlepirates.com addresses. Do not open or respond to emails claiming to represent Grey Havens from free email services such as Gmail, Hotmail, or Yahoo.
• If someone sends you a file claiming it can give you items, stats, or in-game currency, do not open it. There are no cheats or exploits of this kind. Any program claiming to improve your gameplay is a scam attempting to steal your login information, install malware, or both.
• Do not use TeamViewer or similar remote access programs. Anything that gives another person access to your computer puts your account at risk, and you would be responsible for any actions they take.
• Never log into another player's account, even if their request sounds reasonable. It is against our Terms of Service and could have consequences for your own account.
• Scan your computer regularly for viruses and keyloggers and use firewall software where possible.

Two-Factor Authentication

Two-factor authentication (2FA) is available for your Puzzle Pirates account and adds an extra layer of security by requiring a 6-digit code from an authenticator app (such as Google Authenticator, Authy, or 1Password) when you log in. You can enable it from your account page.

Securing Your Email Address

Since your email is now your login, keeping it secure is essential.

• Use a strong, unique password for your email account that you do not use anywhere else. Consider using a password manager to create and store strong passwords without having to remember them. For tips, see Use Strong Passwords from CISA.
• Enable two-factor authentication on your email account. This protects your email, and by extension, your Puzzle Pirates account.
• Do not share your login email address with other players. Not only is it a violation of our Terms, but it puts your accounts at risk.
• Make sure the email address registered to your account is one you own and have reliable access to. If you have access to the current one, you can update it on the account management page on our website. If you have lost access to it, contact support@puzzlepirates.com.
• If you use security questions for your email account, do not use answers that other people could find out about you. Use phrases only you would know.

Frequently Asked Questions

I Was Hacked! What Do I Do?

If you believe someone has accessed your account without permission, they likely have access to your email address as well.

• Secure your email account first. Change your email password immediately and enable 2FA if you have not already. If you share that email password with any other accounts, change those too.
• Contact us at support@puzzlepirates.com with as much detail as possible.

I'd like to remove saved card information from my account

You can remove saved card information from your account by visiting: https://billing.puzzlepirates.com/billing/clear_billing_info.wm

The page will show "Billing information cleared" in red below the Account status heading when complete.

External Links

• Puzzle Pirates Terms of Service -- see section 9 under "Legal Text"
• Puzzle Pirates Account Management Page -- update your email address and billing info here
• Account Security Recommendations for Steam users