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    FAQs & Troubleshooting for Garena Plus Help Desk

    Account Related FAQs

    Where can I create my account at?

    You may easily register an account over at www.garena.com/register/!

    My account got hacked! Help me retrieve it please!

    If your email address is verified, you can reset your password at http://www.garena.com/forgot/
    Otherwise, please send Customer Support an account reset service request at account@garena.com together with the following information listed below: a) Garena username:
    b) Registered email address:
    c) Proof of purchase: (any of the following)


    • A scanned copy or photo of any 2 prepaid cards used to top up the account showing the serial and pin number visibly;
    • Screenshot of the receipt from any payment portal e.g. MOL, Paypal, etc.



    I want to change my account details!

    Please contact Customer Support at http://www.garena.com/support/email/.

    I forgot my username! Is there any way I can retrieve it?

    If your email is verified, you cancontact Customer Support at http://www.garena.sg/support/faq/1/.

    I forgot my password, can you help me reset it?

    If your email address is verified, you can reset your password at http://www.garena.com/forgot/
    Otherwise, please send Customer Support an account reset service request at account@garena.com together with the following information listed below: a) Garena username:
    b) Registered email address:
    c) Proof of purchase: (any of the following)


    • A scanned copy or photo of any 2 prepaid cards used to top up the account showing the serial and pin number visibly;
    • Screenshot of the receipt from any payment portal e.g. MOL, Paypal, etc.



    I cannot login to my account! It says my password is invalid!

    Please try resetting your password at http://www.garena.sg/forgot/ if you have your email verified. If your email is not verified, please contact Customer Support at http://www.garena.sg/support/faq/1/ and provide evidence that the account belonged to you.

    I tried resetting my password, but they said that my email does not match user.

    It means that the email you are trying to use is not the verified email of your account. Please try another email or contact Customer Support at http://www.garena.sg/support/faq/1//.

    How do I go about changing my username?

    You cannot change your username any more.


    Garena LAN Game FAQs

    Where can I download Warcraft 3, Left 4 Dead 2 or Counter Strike: Source?

    We do not and will not provide download links to LAN games.

    Help! I lost my levels! I used to be level 20 but now I'm only 18!

    Please refer to this thread. http://forum.garena.com/showthread.p...8Read-first%29

    If you are wondering what your true level is, you may check at http://clan.intl.garena.com/member/profile/(Your UID).

    I don't know how to play DotA on Garena! Could you teach me?

    You can follow a guide located at http://tinyurl.com/83zwsob. Although it is specifically for Warcraft 3, you should be able to make reference for setting up other games.

    If you require assistance in setting up other games, please ask the people in the room you are trying to play in. It is very difficult for us to assist you on that matter here.

    I can't play any LAN game, I don't see any servers to join at all!

    For each game, a specific patch is required and it varies for whichever room you are in. It is best to seek assistance from the people within your room on which patch you should be using. You may need to tunnel the hosting user to see their servers as well depending on your connection.

    People can't see my game when I host! Can you help me?

    It is likely because you are on different patches with the other people. It is best to seek assistance from the people within your room on which patch you should be using. If on the same patch, please try tunnelling and ensuring your network has not blocked connections.

    People can see my game but they just can't join it!

    This is because you are on a different patch or your firewall is blocking incoming connections. Please try temporarily disabling your firewalls and ensure you are on the same patch as the people in your room.

    I got banned from Singapore DotA Room 22, unban pleaseeeeee!

    This is the wrong forums for such matters. Please locate the relevant sections within the Fairplay Forums and request your unban there.

    There is a maphacker in Singapore DotA Room 23! Please ban him!

    This is the wrong forums for such matters. Please locate the relevant sections within the Fairplay Forums and request the ban there.

    It's really hard to see the usernames in blue against the black background! Is there an alternative?

    You can press the "Switch Color" button within the Room Lobby to have a white background instead. Any new text will then be in the switched colour set. To see immediate changes, you can rejoin the room.


    Garena Plus Level FAQs

    What is Garena Plus Levels(GPL)?

    It is a new level system introduced in patch Garena Plus V1.2.6.7. It is abbreviated to GPL and it can be raised by simply being online on Garena Plus!

    How does GPL work?

    As long as you are online, you will be building up your GPL. This can be monitored using the progress bar in your Garena Plus User Profile. Once the progress bar shows 100%, you have gained the maximum amount possible for a day.

    The progress bar is reset everyday at 0000 hrs GMT+8. There is no disadvantage in this aspect for users belonging to different timezones!

    What is the purpose of GPL?

    It functions as a loyalty programme for our users. In future we may provide rewards for reaching certain GPL milestones!

    What is the maximum level I can achieve?

    There is no limit for GPL. It will, however, be increasingly difficult to gain levels.

    I only can be online for 1 hour a day, does that mean I will not be raising my GPL at all?

    Certainly not! All online time will accumulate as long as you have not reached the cap of 5 hours. Your GPL will be raised eventually!

    My level has stopped growing for the last hour! Why is that so?

    You can only gain experience for up to 5 hours a day. You can view your day's growth by opening your user profile on Garena Plus.

    How can I view my GPL from the website?

    You can view it by visiting your profile. It is visible below your UID and called G+ Level.

    My growth was at least 30% but now it's back to 10%! Am I facing experience problems?

    It is likely you crossed the 0000 hrs GMT+8 and hence the progress bar got reset. Fret not! Your experience has not been lost at all!

    My GPL is stuck at 10! What should I do!?

    Please visit the Account Security Centre at http://security.garena.com/ to enhance your account security. After doing so, simply press the refresh button and it should work.


    Garena Energy(GE) FAQs

    What is Garena Energy?

    Garena Energy is an online credit system. Garena Energy will increase if you stay online. It will decrease if you stay offline for a long period of time. Garena Energy can be used to redeem in-game items from Garena.

    Is there a limit to how much Garena Energy I can accumulate?

    Yes there is. It is dictated by your current Garena Plus Level and the exact value can be viewed at http://energy.garena.com/.

    Are there any other ways I can accumulate Garena Energy?

    At the moment, the only way possible is to be active on Garena Plus.

    Can I give away my Garena Energy to other users?

    No, you may not and will not be able to do so.

    How does Garena Energy work?

    Garena Energy will increase by 1 unit for every 5 minutes staying online on Garena Plus. It will decrease by 1 unit per 20 minutes after the user stays offline for more than 24 hours from the last logout, until it becomes zero.

    How can we redeem in-game items?

    You can go to http://energy.garena.com to redeem the in-game items.

    What do I need to take note of before redeeming an item?

    Before making a redemption, you must ensure that you have registered an account in the associated game and/or have visited the in-game shop (except for LAN game). Otherwise the redemption will fail and the GE credits deducted cannot be refunded.

    Will I get the item immediately after I see the redemption success message?

    Not necessarily. You should track the redemption status in ‘My Transactions’. It may take up to about 30 minutes to process your request. And in case a transaction encounters some problems, you can click ‘retry’ to redeem again.

    The prizes listed aren't beneficial to me at all. Will there be more prizes?

    We will gradually be adding prizes to the list so stay tuned.

    I selected the wrong prize! Can I get a refund?

    Apologies but you are required to double confirm your server and your purchase. If you make a wrong selection we are unable to return you your Garena Energy.


    Other FAQs

    I have a problem that is BlackShot/LoL/HoN related!

    Please report your problem at the respective forums for whichever country you are from.

    In general, if it is not a problem with launching the game, it should not be reported here. If in doubt, just post and we will decide when we see it.

    How can I play BlackShot? I used to play it on Garena Classic.

    For those not residing in Singapore, Malaysia and Brazil, please refer to http://blackshot.garena.com/downloads/game-client.


    Garena Plus Troubleshooting (Step by Step)

    I am unable to login to the server

    1. Check to ensure that your firewall has not blocked the connection by Garena Plus.
    2. Disable any firewalls temporarily and try again.
    3. Reinstall Garena Plus.

    My Garena Plus keeps crashing when i try to log in

    Please go to C:\ProgramData\GarenaMessenger\user and delete the folder corresponding to the UID having troubles logging in.

    My Garena Plus keeps crashing when I...

    1. If you know how to trigger the crash, let us know by making a thread and we can fix it as soon as possible.
    2. If you are not aware of what is causing it, you can upload the .dmp file located in your Garena Plus folder and we will investigate. It should be named similar to GarenaMessenger.exe2012-2-14-13-7-24.dmp.

    Runtime Error

    1. Temporarily disable your firewall and try it again.
    2. Try running GarenaMessenger.exe as an Administrator. Right click on the file, click on "Properties", go the "Compatibility" tab, and in "Privilege Level", check "Run this program as an administrator".
    3. Follow this visual guide to set permissions. (http://tinyurl.com/6qow83p) Try running as an Administrator again after.
    4. Download the latest C++ Redestributable Package from Microsoft.
    5. Reinstall Garena Plus.
    6. Format your computer. (Don't do it unless you're really willing)

    I can't see the buttons to launch HoN/LoL/BlackShot! All I have is LAN.

    1. Those games are only available to certain regions and countries and is likely not for your region or country.
    2. If you are sure you should have the game available for your country, you can inform us via PM leaving your country, IP address and the game you are trying to play.


    Garena LAN Game Troubleshooting (Step by Step)

    My LAN game keeps failing to update, can you help me?

    1. Delete your Room folder located in Garena Plus directory. Download the latest LAN game full package from the http://tinyurl.com/78acq8l. Extract the contents to Garena Plus directory and rename the "version number" folder to Room.

    Nothing happens when I click the LAN Game button on Garena Plus.

    1. Ensure Garena Classic is not running. Check your task manager processes to double check garena.exe is not present.
    2. Try running GarenaMessenger.exe as an Administrator. Right click on the file, click on "Properties", go the "Compatibility" tab, and in "Privilege Level", check "Run this program as an administrator".
    3. Download and apply the LAN Game Full Package at http://tinyurl.com/78acq8l. Delete the entire "Room" folder before applying.
    4. Reinstall Garena Plus.

    Stuck at "Auth in Main Server"

    1. Check to see if another account works. If it does, delete the contents of the "user" folder located at Program Files > Garena Plus > Room.
    2. Download and apply the LAN Game Full Package at http://tinyurl.com/78acq8l. Delete the entire "Room" folder before applying.
    3. You may have been banned.

    Stuck at "IP Looking up"

    1. Temporarily disable your firewall and try it again.
    2. Download and apply the LAN Game Full Package at http://tinyurl.com/78acq8l. Delete the entire "Room" folder before applying.
    3. Edit the "user.xml" file in Garena Plus > Room to reflect <network used="1" udp="1514" tcp="0"/>.
    4. Check to ensure your router/admin has not blocked any ports.
    5. Ensure that if you have any port forwarding enabled that it is to the right internal IP address.
    6. Open cmd. Type "ping con1.garenaconnect.com", "ping con2.garenaconnect.com", "ping con3.garenaconnect.com" and "ping con4.garenaconnect.com". If all packets are lost, it is a connection problem.

    Garena says I'm using hacks but I'm not! What can I do to avoid this?

    1. Disable all other services and applications and try again.
    2. Perform a complete re-installation of Garena Plus.
    3. Perform a complete re-installation of your game.
    4. Run antivirus scans to ensure no viruses interfering.

    My brother and I are trying to play on Garena with the same connection but it keeps giving us problems.

    1. Change udp port for 1 computer. It can be done by opening the user.xml located at Garena Plus > Room folder and changing network used to 1 and udp to 1514.


    If your problem is not listed here or all the solutions do not work, feel free to open a new thread on the forums.

    It will be beneficial to you when using proper titles for your threads instead of the typical "Help me please".
    Describe your problem clearly and give us what solutions you have tried and we will attend to it.
    Last edited by gg.messenger002; 04-15-2014 at 09:46 AM.

  2. #2
    Updated on 23 April 2012.

  3. #3
    Updated 6 December 2012.
    Last edited by gg.messenger001; 12-06-2012 at 11:01 AM.