[Known Issue/Website Errors] Disconnecting or experiencing issues resetting your PIC

GM Mewlynne -

Hello Maplers, 

We are aware of and currently investigating a website issue where some players are either unable to log in, get disconnected, or cannot reset their PIC.

This issue results in one of the following error messages:

For PIC reset attempts: "You do not have a game character or password has not been set up on this account. If errors persist, contact Customer Support at https://support.nexon.net/hc/en-us"

PIC_Issue.PNG

For login or disconnect errors: "You have been disconnected."

As a possible workaround, you may attempt to use a different web browser (Google Chrome, Microsoft Edge / Internet Explorer, Mozilla Firefox, or Safari), or use an alternative device (such as a mobile phone). It may also be necessary to clear your browser cookies / cache. 

For Google Chrome users:

  1. Please check that the option "Block third-party cookies" is disabled in chrome://settings/content/cookies
  2. Please check that the option "SameSite by default cookies" is disabled in chrome://flags/
    • This will bring up all Available flags.
    • Please search "samesite" to quickly locate the option necessary to disable.
    • As shown in the below image, set the "SameSite by default cookies" setting as Disabled under the Available tab.
  3. Close and Relaunch the browser.
  4. Try to log in to the website again.
  5. If you are still experiencing the web disconnection issue after following these workaround steps, please submit a ticket with a screenshot of your current chrome settings.

We will update this article when a solution has been found for this issue. 

We sincerely apologize for the inconvenience this has caused.

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