PvE ship recovery is a temporary measure for newer players who may encounter some bugs at the beginning of the game. It is not applicable to advanced ships.
As the game is updated and improved, the interval for being able to recover a ship lost in PvE will gradually extend and then eventually stop.
How to Apply
In the game, first enter the Customer Service Center -> Ship Recovery -> Ship Recovery (Fast Way) or Ship Recovery (Normal Way). Since we need to check various logs and the current situation, the “Normal Way” requires a longer process than the “Fast Way”.
Ship Recovery (Fast Way)
Ship Recovery (Fast Way) is not applicable to advanced ships. Here are some instructions on the “Normal Way” of recovering your ship:
- If your game account was ever punished (banned/muted/prohibited from trading) in the past 30 days, then you cannot receive compensation. If the punishment has been lifted, then that punishment will not count towards this rule.
- If your ship is of or below T3 or is >T7, then it will not be compensated. The same rule applies to special ships like the Can-Yue/Xian-Yue Prototypes.
- Starting on our update on November 11, all faction frigates and cruisers lost in PvE may apply for compensation before November 18.
- The PvE recovery interval is once every 15 days. After the Sovereignty Update is released, it will be extended to 30 days. After the insurance feature is applied, all ship compensation will be replaced by this in-game insurance feature except for those destroyed due to verified bugs.
Ship Recovery (Normal Way)
Ship Recovery (Normal Way) is applicable for PvE losses of advanced ships and PvP losses that cannot be recovered by Ship Recovery (Fast Way). Here are some instructions on the “Normal Way” to recover your ship:
- When you apply to recover your ship through Ship Recovery (Normal Way), please describe in detail the time and place as well as the bug you encountered that caused the ship loss.
- Can-Yue/Xian-Yue Prototypes cannot be restored. If you want to restore the lost modules and rigs (excluding ships), then you can send a ticket to apply for a customer support review on your specific case.
- PvE recovery intervals shares the cooldown with the “Fast Way”. It will be available once every 30 days after the Fast Way function is closed.
- PvP recovery interval is once every 30 days (calculated separately from PvE, but the review is more stringent). Ships lost due to verified bugs will be compensated unconditionally and are not subject to the 30-day rule.
- If your game account was ever punished (banned/muted/prohibited from trading) in the past 30 days, you cannot receive compensation. If the punishment was lifted, then it will not be counted for this rule.
- Since we need to verify various game and battle logs at that time, the PvP review process is complicated and slow. If the situation you have described is confirmed after verification, then you can receive compensation.
In general, the chance of a PvP loss being compensated is much lower than that of PvE since there are various factors that affect the case review decision, such as:
- The destroyed type of the ship is PvE, PvP, or PvPvE.
- Number of enemies and ships (for example, more than 5 players or elite NPCs).
- Player's technology level and ship.
- If the content described by the player is a game mechanic instead of a bug.
- If there is a log corresponding to the bug described by the player.
- If there were combat actions taken before the ship was destroyed.
- If the player was able to warp when the ship was destroyed.
Note: If you don’t qualify to receive compensation on your ship, then you also won’t be able to receive compensation on the ship’s modules.
If your ship can be recovered:
a. If the "Warp Scramble Strength" on a Loss Report is >0, it means that your ship may have been disrupted and cannot warp from the battle. All the modules lost from this CANNOT be recovered.
b. If the "Warp Scramble Strength" on a Loss Report is ≤0, it means that your ship could have warped away from the battle. The modules EXCEPT those dropped as loot (cargo) can be recovered. (This rule does not apply to ships lost due to identified bugs.)