├── LICENSE ├── README.md ├── addenda ├── approvals │ ├── approve-false-positive.md │ └── approve-generic-granted.md ├── confirmations │ └── confirm-appeal-received.md ├── denials │ ├── deny-active-multiaccounting.md │ ├── deny-low-effort-appeal-2.md │ ├── deny-low-effort-appeal.md │ ├── deny-lying-or-inaccurate-appeal.md │ └── deny-non-main-account.md └── modular │ ├── appeal-approve-with-rollback.md │ ├── appeal-cooldown-not-over.md │ ├── appeal-cooldown.md │ ├── appeal-evaded.md │ ├── appeal-evasion-warning.md │ ├── appeal-expectations.md │ ├── appeal-history-too-severe.md │ ├── appeal-intro.md │ └── terms │ ├── terms-full-official-tournament-ban.md │ ├── terms-general-return.md │ └── terms-temporary-official-tournament-ban.md ├── flag-changes ├── approve-flag-change-generic.md ├── deny-high-suspicion.md ├── deny-insufficient-proof.md ├── deny-second-change.md └── request-proof-of-residence.md ├── generic ├── basic-greeting.md ├── denials │ ├── deny-fresh-start.md │ └── deny-general-account-deletion-request.md ├── includes │ └── include-closure-followup.md ├── requests │ ├── request-account-locked-on-request.md │ ├── request-cant-determine-question.md │ ├── request-change-insecure-email.md │ ├── request-first-account-details.md │ ├── request-more-registration-issue-information.md │ ├── request-possible-compromised-account.md │ ├── request-unable-to-confirm-identity.md │ └── request-username-not-supplied.md ├── responses │ ├── response-account-for-siblings.md │ ├── response-cannot-assist.md │ ├── response-changed-as-requested-car.md │ ├── response-first-time-appealing-redirection.md │ ├── response-forgot-password.md │ ├── response-login-lockout.md │ ├── response-lost-pp-after-play.md │ ├── response-not-receiving-pp.md │ ├── response-password-not-working.md │ ├── response-password-reset-after-db-migration.md │ ├── response-playing-on-same-computer.md │ ├── response-remove-confessed-multiaccounts.md │ ├── response-scores-not-submitting.md │ ├── response-server-side-error.md │ ├── response-thank-for-report.md │ ├── response-ticket-from-friend-or-family.md │ └── response-unsanctioned-password-request.md └── supplied-password-in-response.md ├── name-changes ├── denials │ ├── deny-abusive-namechange.md │ ├── deny-can-only-revert-username.md │ ├── deny-early-namechange-attempt.md │ ├── deny-name-held-by-restricted-user.md │ ├── deny-namechange-on-active-username.md │ ├── deny-other-user-claimed-username.md │ └── deny-second-complimentary-namechange.md ├── questions │ └── question-confirm-username-revert.md └── responses │ ├── response-redirect-to-store.md │ ├── response-reverted-username-on-request.md │ └── response-username-available.md ├── restrictions ├── account-sharing.md ├── chargebacks.md ├── cheating.md ├── disqus-chat-or-forum-offenses.md ├── excessive-multiaccounting.md ├── multi-accounting.md └── responses │ ├── response-false-positive.md │ └── response-restrictions-removed.md ├── technical-support ├── bancho-authentication-error.md ├── bancho-connection-issues.md ├── bancho-ssl-errors.md ├── game-stuttering.md ├── nono-keyboard-drivers.md ├── opengl-frozen-video.md ├── requests │ └── request-supply-crash-report.md ├── responses │ └── response-redirect-to-help-forum.md ├── stuck-on-old-version.md └── windows-10-bugged-input.md ├── verification ├── requests │ └── request-more-information-to-confirm-account-owner.md └── responses │ ├── response-change-email-via-forgot.md │ ├── response-forgot-email.md │ ├── response-not-receiving-verification-emails.md │ ├── response-tonline-blocked.md │ ├── response-unsanctioned-verification-request.md │ └── response-verification-loop.md └── world-cups ├── rejections ├── reject-account-sharing.md ├── reject-due-to-recent-appeal.md └── reject-multiaccounting.md └── responses └── response-rejected-player-can-play.md /LICENSE: -------------------------------------------------------------------------------- 1 | MIT License 2 | 3 | Copyright (c) 2018 ppy 4 | 5 | Permission is hereby granted, free of charge, to any person obtaining a copy 6 | of this software and associated documentation files (the "Software"), to deal 7 | in the Software without restriction, including without limitation the rights 8 | to use, copy, modify, merge, publish, distribute, sublicense, and/or sell 9 | copies of the Software, and to permit persons to whom the Software is 10 | furnished to do so, subject to the following conditions: 11 | 12 | The above copyright notice and this permission notice shall be included in all 13 | copies or substantial portions of the Software. 14 | 15 | THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR 16 | IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, 17 | FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE 18 | AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER 19 | LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, 20 | OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE 21 | SOFTWARE. 22 | -------------------------------------------------------------------------------- /README.md: -------------------------------------------------------------------------------- 1 | osu! email templates 2 | =============== 3 | 4 | 'Canned responses' used by the osu! support team to help supplement and accelerate response times 5 | 6 | ## Requirements 7 | 8 | - People skills and problem solving 9 | - Native or near-native level written English 10 | 11 | ## Contributing 12 | 13 | All contributions are welcomed. Contributions may be made via pull requests to this repository - any proposed changes will be reviewed by the support team and discussed both publicly and privately before being approved. 14 | 15 | We are not currently looking for translations at this time, but we may be in the future. 16 | 17 | All proposed changes must be: 18 | 19 | * Clear, concise and in 'simple English' 20 | * As accurate as possible 21 | * Supply valid references to included information where appropriate 22 | - For example, a response centered around tournament tickets must include a link to a specific wiki article or post from an osu!team member detailing the change 23 | 24 | ## Licence 25 | 26 | The contents of this repository is released under the [MIT licence](https://opensource.org/licenses/MIT). Please see [the licence file](LICENCE) for more information. [tl;dr](https://tldrlegal.com/license/mit-license) you can do whatever you want as long as you include the original copyright and license notice in any copy of the software/source. 27 | 28 | Please note that this *does not cover* the usage of the "osu!" or "ppy" branding in any software, resources, advertising or promotion, as this is protected by trademark law. 29 | -------------------------------------------------------------------------------- /addenda/approvals/approve-false-positive.md: -------------------------------------------------------------------------------- 1 | After looking in to your case, we have decided to remove your restriction and restore your account. It is likely our systems were at fault. There will be no long-term consequences on it and you are free to play as you did before. 2 | 3 | Apologies for the inconvenience this may have caused you. -------------------------------------------------------------------------------- /addenda/approvals/approve-generic-granted.md: -------------------------------------------------------------------------------- 1 | We have decided to grant your appeal. Your account has been reactivated. Consider this your second and final chance: any further misbehaviours will result in a permanent ban. Take a moment to read the [Community Rules](https://osu.ppy.sh/wiki/Osu!:Rules) again. -------------------------------------------------------------------------------- /addenda/confirmations/confirm-appeal-received.md: -------------------------------------------------------------------------------- 1 | Hello, 2 | 3 | We've received your appeal and queued it. We will treat it as soon as possible - our current response time hovers between two and three weeks. 4 | 5 | You will receive a reply to this e-mail address with our response, whether your appeal is granted or denied, or if we require further information from you (in the case your appeal is incomplete). 6 | 7 | Please make sure you do not play on any accounts you have that are not the one you are appealing for, as that constitutes a breach of our core rules and will result in your appeal being denied. 8 | 9 | If you want to add something to this appeal, please send a new mail to accounts@ppy.sh with what you want to add, and we'll update your current appeal. Do not send a new one - we close older appeals upon receiving new ones and our response will be pushed back if you do. -------------------------------------------------------------------------------- /addenda/denials/deny-active-multiaccounting.md: -------------------------------------------------------------------------------- 1 | Sorry, but we have no choice but to decline your appeal at the present time. You have been found to be playing on several accounts still, which constitutes a violation of [our game rules](https://osu.ppy.sh/help/wiki/Rules). We cannot allow you back into the game if you are still actively breaking the rules while appealing. 2 | 3 | This resets your account's appeal cooldown back to three months from the date you receive this e-mail. Please make sure you cease accessing any accounts other than your main from this point on. -------------------------------------------------------------------------------- /addenda/denials/deny-low-effort-appeal-2.md: -------------------------------------------------------------------------------- 1 | Sorry, but your appeal is not substantial enough for us to be able to treat it. Please send a new, proper one, directly by mail at accounts@ppy.sh. 2 | 3 | Please understand that sending an appeal does not guarantee you will be unrestricted. If your appeal is insufficient, not truthful, or if your history is too severe, we reserve the right to deny the appeal. -------------------------------------------------------------------------------- /addenda/denials/deny-low-effort-appeal.md: -------------------------------------------------------------------------------- 1 | After reviewing your case, we unfortunately have no choice but to decline your current appeal. Your appeal lacked significant detail and effort - we generally require a more convincing response than some variation of "please let me play again". If you cannot be bothered to spend a few minutes more on writing a more detailed appeal, how can we possibly trust that you will abide by the rules if we do allow you to return? 2 | 3 | You are more than welcome to send a new appeal at any point in time if you wish to, although we'd encourage waiting at least a week so that you can craft a more convincing one. This does not mean that you are permanently restricted or that we aren't willing to give you a chance - it simply means that we are not yet sure we should. -------------------------------------------------------------------------------- /addenda/denials/deny-lying-or-inaccurate-appeal.md: -------------------------------------------------------------------------------- 1 | Unfortunately, we cannot corroborate some of the information you've mentioned in your appeal, or your appeal's history is missing important parts. We need your appeal to be truthful and honest so that we can accurately measure your history and make a fair decision. If you are attempting to hide some of your history to us, what reason do we have to believe you'll be willing to play fairly in the future? 2 | 3 | This effectively resets the cooldown for appealing back to three months from the date you receive this reply. Please make sure that the next appeal you send is complete and truthful. We might cease replying to appeals if you are repeatedly attempting to conceal information from us. -------------------------------------------------------------------------------- /addenda/denials/deny-non-main-account.md: -------------------------------------------------------------------------------- 1 | Sorry, but considering the account you are currently appealing for is not your original one or the one we consider your main, we cannot grant the appeal. 2 | 3 | Please file an appeal for the correct account by sending a new mail to accounts@ppy.sh. If you are unsure which account we consider your main, please reply to this e-mail and we'll give you the username of the account we expect you to be playing on. -------------------------------------------------------------------------------- /addenda/modular/appeal-approve-with-rollback.md: -------------------------------------------------------------------------------- 1 | 2 | We have reset your account back to the last date we believe you were playing fairly from (ignore the e-mail you will receive as a result of the rollback). Please let us know if we've missed any illegitimate scores so that we can remove them before you start playing again. -------------------------------------------------------------------------------- /addenda/modular/appeal-cooldown-not-over.md: -------------------------------------------------------------------------------- 1 | Unfortunately, it seems that the 3 month cooldown after your latest ban has not yet passed. While we have to deny your appeal for now, you are welcome to send a new appeal when the cooldown is over. If you are unsure when your account was restricted, please reply, and we'll give you the exact date after which you may send a new appeal. 2 | 3 | If you do not have anything to add to your new appeal, feel free to send the same appeal again, but we would recommend writing a new one if possible. -------------------------------------------------------------------------------- /addenda/modular/appeal-cooldown.md: -------------------------------------------------------------------------------- 1 | 2 | You may appeal your account's restriction 3 months from now by sending a mail to accounts@ppy.sh. Any ticket or mail sent before that will be ignored. Maintaining good behaviour while waiting is key to having a chance to be allowed back. -------------------------------------------------------------------------------- /addenda/modular/appeal-evaded.md: -------------------------------------------------------------------------------- 1 | After looking into your case, we must unfortunately deny your appeal. You have been recently found to be attempting to evade your ban, which is a direct violation or our community rules, and we therefore cannot yet allow you back into the game. 2 | 3 | Should you choose to abide by the [community rules](https://osu.ppy.sh/help/wiki/Rules), we would be happy to review another appeal from you three months from the date you last accessed any accounts other than your main. Do note that if you are found to be evading your ban again at a later point, we will no longer accept any correspondence with you. -------------------------------------------------------------------------------- /addenda/modular/appeal-evasion-warning.md: -------------------------------------------------------------------------------- 1 | 2 | Keep in mind that creating or accessing any accounts other than your main one (including restricted accounts) will be regarded as ban evasion and will result in your future appeals being denied. 3 | 4 | If you are unsure which account you should be playing on, please reply to this e-mail. We'll tell you which one we consider your main, and help restore access to it if you have trouble logging into it. -------------------------------------------------------------------------------- /addenda/modular/appeal-expectations.md: -------------------------------------------------------------------------------- 1 | 2 | What we expect from appeals is as follows: 3 | 4 | - a full, honest history of your account, including any rulebreaking activities 5 | - explanations as to how you came to decide to break our rules 6 | - if applicable, explanations as to how and where you obtained the means to do so 7 | - reasons why we should allow you back into the game and why you won't be repeating your misbehaviour -------------------------------------------------------------------------------- /addenda/modular/appeal-history-too-severe.md: -------------------------------------------------------------------------------- 1 | Unfortunately, the history associated with your time on osu! is simply too severe for us to allow you to rejoin the community at the current time. -------------------------------------------------------------------------------- /addenda/modular/appeal-intro.md: -------------------------------------------------------------------------------- 1 | Hello and thank you for your appeal request. -------------------------------------------------------------------------------- /addenda/modular/terms/terms-full-official-tournament-ban.md: -------------------------------------------------------------------------------- 1 | 2 | Additionally, you will not be allowed to participate in any official tournaments at any point in time in the future, and you will not be considered for any form of elevated position. This is non-negotiable and will not be revoked. -------------------------------------------------------------------------------- /addenda/modular/terms/terms-general-return.md: -------------------------------------------------------------------------------- 1 | 2 | This appeal comes with the following terms: 3 | - you will not attempt to use any form of cheating tools or engines in the game 4 | - you will not play on another account or create a new one, be it for yourself or someone else 5 | - you will not associate with any other accounts in any form, including playing on a shared or public computer 6 | - any major misbehaviour in the chat, forum, website comments or anywhere associated with the game will result in a restriction 7 | 8 | Failure to abide by those terms will result in a permanent restriction being placed on your account, and we will no longer accept correspondence with you. 9 | -------------------------------------------------------------------------------- /addenda/modular/terms/terms-temporary-official-tournament-ban.md: -------------------------------------------------------------------------------- 1 | 2 | Additionally, you will not be allowed to participate in any official tournaments for a period of one year from the day you receive this message as a probation period for us to ensure that your behaviour has improved. After this, you will be able to apply for tournaments normally. -------------------------------------------------------------------------------- /flag-changes/approve-flag-change-generic.md: -------------------------------------------------------------------------------- 1 | Thank you. We've changed your account's flag as requested. Please remember that flag changes are permanent and we only grant one per user, which means we'll deny future requests. -------------------------------------------------------------------------------- /flag-changes/deny-high-suspicion.md: -------------------------------------------------------------------------------- 1 | Sorry, but due to concerns regarding the legitimacy of your request, we will not be issuing your flag change. -------------------------------------------------------------------------------- /flag-changes/deny-insufficient-proof.md: -------------------------------------------------------------------------------- 1 | Sorry, the picture you've sent is insufficient for us to change your account's flag. 2 | 3 | We need to see, in one single photograph (not edited together, and not a screenshot), the ID you chose to show and your account being logged in to the game client in the background. We require this to ensure that you are the legitimate owner of the ID you are using as proof of residency. -------------------------------------------------------------------------------- /flag-changes/deny-second-change.md: -------------------------------------------------------------------------------- 1 | Unfortunately, we cannot grant you this flag change. We only perform this once per account, and you have already been granted a change in the past. You will have to continue playing under your current flag. -------------------------------------------------------------------------------- /flag-changes/request-proof-of-residence.md: -------------------------------------------------------------------------------- 1 | We'll need to see proof that you are from the country that you are requesting a nationality change to. 2 | 3 | What we consider to be acceptable proof is as following: 4 | A photograph of your ID (such as your driver's license, passport, citizenship document, or any form of ID that is acceptable in your home country) along with your account logged in to the client (**not** the website) in the same picture. 5 | 6 | You may feel free to blank out any personal or sensitive data; as long as your username and country of residence are visible in the image. -------------------------------------------------------------------------------- /generic/basic-greeting.md: -------------------------------------------------------------------------------- 1 | Hello and thank you for contacting us. 2 | 3 | -------------------------------------------------------------------------------- /generic/denials/deny-fresh-start.md: -------------------------------------------------------------------------------- 1 | Sorry, but we do not allow users to start fresh, whether it be by resetting their statistics or creating a new account. Please read [this article](https://osu.ppy.sh/help/wiki/Help_Center#is-it-possible-to-start-over-or-have-my-accounts-statistics-wiped) for details. -------------------------------------------------------------------------------- /generic/denials/deny-general-account-deletion-request.md: -------------------------------------------------------------------------------- 1 | Sorry, but we do not currently delete accounts unless certain prerequisites are met (as per [your rights and control](https://osu.ppy.sh/legal/privacy#your-rights-and-control)). If you wish to disable access to your own account, you may change your password to a random string of letters and numbers in your [account settings](https://osu.ppy.sh/home/account/edit). -------------------------------------------------------------------------------- /generic/includes/include-closure-followup.md: -------------------------------------------------------------------------------- 1 | 2 | If you have any more questions on this topic, do not hesitate to reply to this e-mail and ask us. If you have another issue or need further assistance, please send a mail to one of these addresses: 3 | 4 | - accounts@ppy.sh for account-related problems 5 | - store@ppy.sh for store purchases (excluding supporter) 6 | - tournaments@ppy.sh for tournament-related enquiries 7 | - support@ppy.sh otherwise -------------------------------------------------------------------------------- /generic/requests/request-account-locked-on-request.md: -------------------------------------------------------------------------------- 1 | We have locked you out of your account as requested. Please write down this e-mail address and keep proof that you do own the account somewhere, as you might be asked for it when (if) you wish to return to the game. -------------------------------------------------------------------------------- /generic/requests/request-cant-determine-question.md: -------------------------------------------------------------------------------- 1 | We're unable to determine what your problem is from what you've provided us. Can you provide more detail (such as when and where your problem occurs) or take a screenshot of the error you are getting? -------------------------------------------------------------------------------- /generic/requests/request-change-insecure-email.md: -------------------------------------------------------------------------------- 1 | We believe your account may currently not be secure due to the e-mail address it is registered under and have decided to restrict it as a safety measure. If you are able to, please change your account's e-mail address to another one (or provide us with one and we'll do it for you). Make sure to change your password afterwards! 2 | 3 | We apologize for the delay and the lack of notification from our end. This restriction won't impact your account's future once it's lifted. -------------------------------------------------------------------------------- /generic/requests/request-first-account-details.md: -------------------------------------------------------------------------------- 1 | If you've lost access to your original account, please give us as much information as you can give about the account. This includes: 2 | 3 | - the account's username 4 | - the account's attached e-mail address (past ones, if you've changed before) 5 | - screenshots that show you logged in to the website and/or client (score result screenshots or replay files are not useful in this instance) 6 | - dates of past supporter purchases or store transactions, with order IDs if you know them 7 | - anything you can come up with -------------------------------------------------------------------------------- /generic/requests/request-more-registration-issue-information.md: -------------------------------------------------------------------------------- 1 | What part of the registration process are you having trouble with? Remember that you need to download and log in to the osu! client before you can log in on the website. -------------------------------------------------------------------------------- /generic/requests/request-possible-compromised-account.md: -------------------------------------------------------------------------------- 1 | We believe your account was recently accessed by someone who wasn't you. 2 | 3 | Could you please give us any information possible to help us investigate this security breach on your behalf, including: 4 | 5 | - Was your password guessable? 6 | - How long was your password? 7 | - Do you share your password with any other services? 8 | - Does anyone else apart from you know your password? 9 | 10 | We suggest you change your email password as a safety measure, and turn on two factor authentication wherever possible. -------------------------------------------------------------------------------- /generic/requests/request-unable-to-confirm-identity.md: -------------------------------------------------------------------------------- 1 | Sorry, but we are unable to confirm that you are the account holder from the information you have given us. Please email us from the e-mail address attached to your account in order to pursue the matter further. -------------------------------------------------------------------------------- /generic/requests/request-username-not-supplied.md: -------------------------------------------------------------------------------- 1 | Could you give us your osu! username? We can't do much to help you without it. -------------------------------------------------------------------------------- /generic/responses/response-account-for-siblings.md: -------------------------------------------------------------------------------- 1 | While it isn't against our rules to share the same computer, it would be best if your sibling made their account on their own machine. If it isn't possible, they may create their account on yours (not you for them!), but be extremely vigilant not to play on each other's account and to properly log out once you're done playing. As long as you keep your own accounts to yourselves, you'll be fine! -------------------------------------------------------------------------------- /generic/responses/response-cannot-assist.md: -------------------------------------------------------------------------------- 1 | Sorry, but we cannot assist you with the issue you are encountering. We hope the issue gets resolved soon. If you have any information you think could be useful, do not hesitate to answer or create a new ticket. -------------------------------------------------------------------------------- /generic/responses/response-changed-as-requested-car.md: -------------------------------------------------------------------------------- 1 | Changed as requested. Please let us know if you require anything else! -------------------------------------------------------------------------------- /generic/responses/response-first-time-appealing-redirection.md: -------------------------------------------------------------------------------- 1 | If it is your first time attempting to appeal, please use the google form linked by clicking on the red banner on the website. If you can't login to your account for any reason then please use [this link](https://docs.google.com/a/ppy.sh/forms/d/1PtDknLzpXKSg4uJVgVxAAfFTpDjCnTDRlRkVHxkts8A/viewform) 2 | 3 | If this isn't your first appeal, or you've already used the form in the past, please send an e-mail to accounts@ppy.sh containing your full appeal (follow the questions given in the form). 4 | 5 | We expect users to give us a full, honest history of their actions in their appeal, as well as reasons why we should allow them and how we can ensure they won't repeat their misbehaviour. 6 | 7 | Appeals can take some time to be treated, but are never ignored. -------------------------------------------------------------------------------- /generic/responses/response-forgot-password.md: -------------------------------------------------------------------------------- 1 | You can reset your account's password on [this page](http://osu.ppy.sh/p/forgot). Using this recovery form requires being logged out. 2 | 3 | If you are already logged in and are trying to change your password because you forgot your previous one, the page will redirect you to the password change page in the Settings. In this case, we recommend using a browser different from your usual one, so that you do not lose access to your account but are able to reset its password. -------------------------------------------------------------------------------- /generic/responses/response-login-lockout.md: -------------------------------------------------------------------------------- 1 | Unfortunately, there is not much we can do to help you. 2 | Please wait for up to 2 hours (but usually much less) without attempting to log in to resolve this issue. -------------------------------------------------------------------------------- /generic/responses/response-lost-pp-after-play.md: -------------------------------------------------------------------------------- 1 | Under certain circumstances, it's possible for a player to lose pp after setting a new score. 2 | 3 | This happens typically when they achieve a high-accuracy play on a map, then overwrite that play but with significantly lower accuracy and higher combo. The newer play, with lower accuracy, would be considered less good and grant less pp. As we currently only support having one score per mod combination, the older play is lost and cannot be recovered. 4 | 5 | We are planning on adding support for multiple recorded scores per mod combination to prevent this issue. Unfortunately, for now, you'll need to try and best your newer play with an even better one! -------------------------------------------------------------------------------- /generic/responses/response-not-receiving-pp.md: -------------------------------------------------------------------------------- 1 | The performance points system is based on map difficulty and calculates the value of a map depending on how hard it is. If you did not get any pp, then the map you played was not hard enough at your level to grant you any pp! 2 | Read [the wiki article](https://osu.ppy.sh/wiki/Performance_Points) to learn more about the pp system! -------------------------------------------------------------------------------- /generic/responses/response-password-not-working.md: -------------------------------------------------------------------------------- 1 | First of all, make sure that you are not logged in to the client anywhere else (on a different computer and/or on the new website). Log out of all active sessions for your account, including the client. 2 | 3 | Clear your browser's cookies and saved passwords for our website. Then, head over to [the password recovery page](http://osu.ppy.sh/p/forgot) and reset your password. This should allow you to log in. 4 | 5 | Once logged in, go to [your account's settings](https://osu.ppy.sh/forum/ucp.php?i=profile&mode=reg_details) and change your password once more. After this, you should be able to log in to the client using your new password. -------------------------------------------------------------------------------- /generic/responses/response-password-reset-after-db-migration.md: -------------------------------------------------------------------------------- 1 | If you received a message about your password being reset, please ignore it. Your account is safe. This was caused due to a maintenance in the servers. Everything should be back to normal now. Please send us a new email if you have further issues. 2 | 3 | See @osustatus on Twitter for more information on this matter. -------------------------------------------------------------------------------- /generic/responses/response-playing-on-same-computer.md: -------------------------------------------------------------------------------- 1 | It is not against our rules to play on the same device as other users, but we have to recommend extreme caution if it happens. Please make sure that you properly log out of your account once you are done playing, or if you stray from the computer for any length of time. You are considered fully responsible for your account, and if somebody else breaks the rules on it, you will be held accountable, as we cannot verify claims that another person did it. Also, make sure to check that the account you're about to play on is indeed yours! 2 | 3 | If you are careful enough, there will be no issues with your playing on the same computer as someone else. -------------------------------------------------------------------------------- /generic/responses/response-remove-confessed-multiaccounts.md: -------------------------------------------------------------------------------- 1 | We greatly appreciate your honesty. We have disabled the other accounts you mentioned to us in your message - please ensure that you do not create any more in the future! 2 | 3 | You are free to continue playing on your current account, but please do not attempt accessing your multis after we've disabled them. -------------------------------------------------------------------------------- /generic/responses/response-scores-not-submitting.md: -------------------------------------------------------------------------------- 1 | Please follow [these troubleshooting steps](https://osu.ppy.sh/help/wiki/Help_Center#my-scores-aren't-submitting!) to try to diagnose the issue. 2 | 3 | Please understand that, for safeguarding reasons, we cannot and will not manually submit a score for a user. -------------------------------------------------------------------------------- /generic/responses/response-server-side-error.md: -------------------------------------------------------------------------------- 1 | Unfortunately, this is an error that we cannot fix on our end. It generally happens when you are using a shared connection, proxy or VPN. If you are, try disabling them and attempt registering again. -------------------------------------------------------------------------------- /generic/responses/response-thank-for-report.md: -------------------------------------------------------------------------------- 1 | Thank you for your concern in keeping osu! fair for everyone. We will investigate the user you have reported to us and take action where appropriate. 2 | 3 | In the future, you may wish to report a user directly on their profile (that is our preferred method), or send us a new e-mail if you have evidence that you cannot fit on there. -------------------------------------------------------------------------------- /generic/responses/response-ticket-from-friend-or-family.md: -------------------------------------------------------------------------------- 1 | Apologies for the inconvenience, but we only provide support to account-holders themselves. Please have the person you're contacting us send us a mail themselves if they wish to pursue the matter further. -------------------------------------------------------------------------------- /generic/responses/response-unsanctioned-password-request.md: -------------------------------------------------------------------------------- 1 | Receiving a password reset request does not mean that your account has been broken into, as it can be sent from [the password recovery page](http://osu.ppy.sh/p/forgot) (this will redirect you to the settings if you are logged in). 2 | 3 | It means that someone visited this page and entered either your username or your account's e-mail address trying to recover access to their account. 4 | 5 | It's possible that the user mistyped their e-mail address or username, or is trying to get access to an account that held a username you've changed to. While receiving one such e-mail is not source of worry, keep an eye out for them. If they continue coming regularly, or several times in a single day, we'd recommend letting us know, and making sure your e-mail inbox is secure. -------------------------------------------------------------------------------- /generic/supplied-password-in-response.md: -------------------------------------------------------------------------------- 1 | 2 | Please never give your password to anybody, including moderators or game support. We will never ask for it, and if any user does, please immediately block them, screenshot the conversation, and send us a mail to report it (attaching the screenshot as proof). We highly advise changing your password as soon as you are able to to guarantee the safety of your account. -------------------------------------------------------------------------------- /name-changes/denials/deny-abusive-namechange.md: -------------------------------------------------------------------------------- 1 | Due to the fact that you misused the name change function, we are not willing to grant you another free change. If you wish to change your username again, you can do so [on the store](https://osu.ppy.sh/store/product/32). 2 | -------------------------------------------------------------------------------- /name-changes/denials/deny-can-only-revert-username.md: -------------------------------------------------------------------------------- 1 | Sorry, but we cannot offer you this change. Your direct previous username is not the one you've requested, and we can only revert one direct change. You'll have to make that change yourself [on the store page](https://osu.ppy.sh/store/product/32). 2 | 3 | Please refer to [this article](https://osu.ppy.sh/help/wiki/Help_Center#is-it-possible-to-change-my-name-back-or-revert-to-my-old-username) for more information. -------------------------------------------------------------------------------- /name-changes/denials/deny-early-namechange-attempt.md: -------------------------------------------------------------------------------- 1 | Sorry, we cannot tag a username as available before the full cooldown has passed. You will unfortunately have to wait the full duration indicated on the store before being able to claim it. -------------------------------------------------------------------------------- /name-changes/denials/deny-name-held-by-restricted-user.md: -------------------------------------------------------------------------------- 1 | Sorry, the username you tried to claim is currently held by a restricted account and cannot be taken. We do not allow users to take those names due to the stigma that comes with them and to prevent abuse. -------------------------------------------------------------------------------- /name-changes/denials/deny-namechange-on-active-username.md: -------------------------------------------------------------------------------- 1 | Sorry, it is against our name-change policy to claim the username of accounts that are not considered inactive. Usernames become available if their last login is (0.5 + play_count / 500) years from the current date (playcount counted over all gamemodes). We cannot change your name for you in this circumstance. 2 | 3 | You can find this information at any time [on our wiki](https://osu.ppy.sh/help/wiki/Help_Center#can-i-take-another-player's-username?). -------------------------------------------------------------------------------- /name-changes/denials/deny-other-user-claimed-username.md: -------------------------------------------------------------------------------- 1 | Sorry, another user has claimed your previous username and we cannot proceed to the revert. If the user becomes inactive enough, please send us a new mail so that we can make the change for you. You can check when a username becomes available by going on [the store](http://store.ppy.sh/store/product/32) and typing the username you want (without adding the change to your cart!), or you can read [name availaibility rules](https://osu.ppy.sh/help/wiki/Help_Center#can-i-take-another-player's-username?). -------------------------------------------------------------------------------- /name-changes/denials/deny-second-complimentary-namechange.md: -------------------------------------------------------------------------------- 1 | Sorry, we cannot revert your namechange again. In order to prevent abuse, we only offer this once per account, and have already done it for yours. If you'd like to claim your previous username back, you will need to do so [on the store](https://osu.ppy.sh/store/products/32). -------------------------------------------------------------------------------- /name-changes/questions/question-confirm-username-revert.md: -------------------------------------------------------------------------------- 1 | We can revert your recent namechange if your previous username is still available, but it will not return your ability to change it for free in the future and will not refund the money if you paid for it. Are you sure you want it? -------------------------------------------------------------------------------- /name-changes/responses/response-redirect-to-store.md: -------------------------------------------------------------------------------- 1 | Unfortunately we cannot offer you a name change at this time. All [osu! supporters](https://osu.ppy.sh/p/support) are given *one* name change to use at their leisure, and any more namechanges that aren't capitalization or punctuation changes must be [purchased via the osu!store](https://store.ppy.sh/store/product/32). -------------------------------------------------------------------------------- /name-changes/responses/response-reverted-username-on-request.md: -------------------------------------------------------------------------------- 1 | We have changed your username back as requested. Please keep in mind that we only perform this once per account, and if you want to change your name again, you will need to [purchase a change through the store](https://osu.ppy.sh/store/products/32). -------------------------------------------------------------------------------- /name-changes/responses/response-username-available.md: -------------------------------------------------------------------------------- 1 | The username you are looking to take is available and you can claim it yourself by [visiting the store](http://store.ppy.sh/store/product/32)! -------------------------------------------------------------------------------- /restrictions/account-sharing.md: -------------------------------------------------------------------------------- 1 | Your account has been observed engaging in account sharing behaviour. Playing on someone else's account or having someone else play on yours is strictly forbidden, as per [our rules](https://osu.ppy.sh/help/wiki/Rules). -------------------------------------------------------------------------------- /restrictions/chargebacks.md: -------------------------------------------------------------------------------- 1 | The restriction was placed due to chargeback(s) being placed by an email address associated with your account. We do not tolerate chargebacks. 2 | 3 | As per all restrictions, any accounts you may attempt to make will be placed under a similar state. While we normally enforce a 3-month cooldown period after restricting an account, you may appeal your restriction anytime for this case. If you attempt to evade by creating or accessing another account, the cooldown will normally be applied instead. 4 | 5 | You may resolve this by reimbursing the costs incurred as a result of your action. Please let us know if you wish to appeal and we will provide further details. -------------------------------------------------------------------------------- /restrictions/cheating.md: -------------------------------------------------------------------------------- 1 | Your account has been observed engaging in cheating behaviour and has been permanently restricted. Any further accounts you attempt to create will be placed under an identical state. -------------------------------------------------------------------------------- /restrictions/disqus-chat-or-forum-offenses.md: -------------------------------------------------------------------------------- 1 | Your osu! account has been restricted due to poor community conduct and repeated severe infringements gathered from the chat, forums, or disqus platforms. We are an inclusive community and we expect a bare minimum of decency from everybody who chooses to participate. You can refresh yourself on our expectations by reading the [community rules](https://osu.ppy.sh/help/wiki/Rules). -------------------------------------------------------------------------------- /restrictions/excessive-multiaccounting.md: -------------------------------------------------------------------------------- 1 | Your account has been found engaging in excessive multi-accounting despite previous warnings and has been permanently restricted as a result. 2 | 3 | As per our [Community Rules](https://osu.ppy.sh/help/wiki/Rules), using or owning multiple accounts is strictly forbidden. You may appeal your restriction after waiting a cooldown of **3 months** from today. Attempting to evade the restriction will result in this cooldown being extended at our discretion, up to a point where we will simply ignore your appeals if your evasions are too numerous. 4 | 5 | You are free to play on your main account, but playing on any of your multi-accounts, even restricted, will count as evading. -------------------------------------------------------------------------------- /restrictions/multi-accounting.md: -------------------------------------------------------------------------------- 1 | Your account has been found to be in breach of our community rules regarding multiple accounts creation and sharing. Owning or using multiple accounts are not allowed - each osu! member may only have *one* account associated with them. It is also forbidden to play on someone else's account or have someone else play on yours. 2 | 3 | Your original account likely remains accessible. Please use the first account that you ever created to play, and do not create any additional multi-accounts or share your account with anyone in the future. Avoid accessing any of your other accounts, as that would still be a breach of our rules and might lead to further sanctions. -------------------------------------------------------------------------------- /restrictions/responses/response-false-positive.md: -------------------------------------------------------------------------------- 1 | This looks to be an error on our side. We have removed the restrictions from your account - rest assured that this will not impact it negatively. Please accept our apologies for the inconvenience. 2 | 3 | Please understand that we cannot give you any details as to what lead to your account being restricted, but you are more than welcome to continue playing as you did before. -------------------------------------------------------------------------------- /restrictions/responses/response-restrictions-removed.md: -------------------------------------------------------------------------------- 1 | Restrictions have been removed from your account. Please make sure you follow the community rules: https://osu.ppy.sh/wiki/Rules -------------------------------------------------------------------------------- /technical-support/bancho-authentication-error.md: -------------------------------------------------------------------------------- 1 | This error happens when there are networking issues between you and our servers. 2 | 3 | - Make sure that you are typing your username, not your e-mail address, to log in to the client 4 | - Make sure that you've typed your password correctly. If you're unsure what your password is, you can [reset it on this page](https://osu.ppy.sh/p/forgot). 5 | - Make sure you are not using any proxies or VPNs while trying to connect to the game. 6 | 7 | If none of these resolved the issue, we'll need you to [provide us a network.log file](https://osu.ppy.sh/help/wiki/Help_Center#what-are-'log-files'-and-how-do-i-make-them?) for us to investigate. 8 | 9 | You can find these troubleshooting steps any time [in this article](https://osu.ppy.sh/help/wiki/Help_Center#what-is-this-'bancho-authentication-error'-i-keep-on-receiving?). -------------------------------------------------------------------------------- /technical-support/bancho-connection-issues.md: -------------------------------------------------------------------------------- 1 | Make sure that you are not using any proxies or VPNs while trying to connect to the game. Disabling them might fix the issue. 2 | 3 | If you aren't, please get on the Cutting Edge release stream (you will find the setting for this in the Options) and let osu! run for a while to replicate the problem a few times, then [send us the network.log file](https://osu.ppy.sh/help/wiki/Help_Center#how-do-i-provide-log-files-when-asked) found in the Logs folder in your osu! installation directory. -------------------------------------------------------------------------------- /technical-support/bancho-ssl-errors.md: -------------------------------------------------------------------------------- 1 | Please follow the following steps: 2 | 3 | 1. Open Internet Explorer, make sure that the "SmartScreen Filter" is turned on (http://puu.sh/pQWUu/c019286c2c.png) 4 | 2. Visit https://osu.ppy.sh. 5 | 3. Click the small lock icon in the URL bar (http://puu.sh/pQWVx/b2b423c74d.png) 6 | 4. Click "View certificates" (http://puu.sh/pQWUM/f0f99947d6.png) 7 | 5. Send us images of the "General" and "Certification Path" tabs in the window that pops up (http://puu.sh/pQWV1/13c2442bf1.png). -------------------------------------------------------------------------------- /technical-support/game-stuttering.md: -------------------------------------------------------------------------------- 1 | Please get on the Cutting Edge release stream (you will find the setting in the Options panel in-game) and attempt to replicate the issue. If the issue can still be replicated, play around with the Debug settings found at the bottom of the Options panel and attempt to isolate a cause for the issue; performance issues are most common with slider rendering. 2 | 3 | If you are using an Nvidia graphics card go into your graphics card driver settings and disable "Threaded optimization" as seen here: http://puu.sh/pkaZq/668420e567.jpg, restart your computer and see if the issue remains. 4 | 5 | Close any programs you have running to try and isolate the cause further. Possible culprits are f.lux or Razer Synapse; however we ask that you close all programs that are not necessary to run osu! for better chances of isolating the issue. 6 | 7 | Try going into Compatibility Mode (again, the setting is in the Options), and see if the issue can be replicated. 8 | 9 | Some users have reported that the Norton antivirus also causes stuttering lag - try exiting it before playing the game. 10 | 11 | Finally, if none of those worked, try to replicate the issue without Compatibility Mode and all Debug settings disabled and [send us the runtime.log and performance.log files](https://osu.ppy.sh/help/wiki/Help_Center#how-do-i-provide-log-files-when-asked) found in the Logs folder in your osu! installation directory. -------------------------------------------------------------------------------- /technical-support/nono-keyboard-drivers.md: -------------------------------------------------------------------------------- 1 | You can download the nono keyboard's drivers and configuration directly on [this link](http://puu.sh/l6urN/4b6bc800f2.zip). -------------------------------------------------------------------------------- /technical-support/opengl-frozen-video.md: -------------------------------------------------------------------------------- 1 | The issue might be that you're trying to use the OpenGL renderer without having a framerate limiter applied, or you don't have the drivers for your graphics card installed. This causes the game to freeze up on some system configurations. 2 | 3 | To resolve your issue please do the following: 4 | Hold the (left) SHIFT button while starting osu! and keep holding it untill a configuration window pops up. 5 | Change your renderer to 'DirectX' in there and then click the 'start osu!' button. 6 | If this setting isn't visible but you do have a setting to enable 'compatibility mode', enable this instead. 7 | 8 | If you're still experiencing the issue try updating your graphics drivers. You can find more information about that [here](https://osu.ppy.sh/wiki/GL_Support_Issues). -------------------------------------------------------------------------------- /technical-support/requests/request-supply-crash-report.md: -------------------------------------------------------------------------------- 1 | We will need you to provide us with a detailed crash report. 2 | 3 | Please press the Windows + R keys, type `eventvwr`, go into Logs -> Application and find the relevant error - it should have the source ".NET Runtime" as shown in [this picture](http://puu.sh/pl6L5/3d92ea14a2.png). Copy-and-paste everything in the General box below the error list to us. -------------------------------------------------------------------------------- /technical-support/responses/response-redirect-to-help-forum.md: -------------------------------------------------------------------------------- 1 | It would be best to make a detailed bug report for our developers to look into this problem. 2 | 3 | Please post your issue on the [help forum](https://osu.ppy.sh/forum/5) with as much information as you can provide, such as how you encountered the issue, screenshots of the issue, and any error messages if there were any. -------------------------------------------------------------------------------- /technical-support/stuck-on-old-version.md: -------------------------------------------------------------------------------- 1 | It looks like you might be stuck on an old build. Please download [this osu! executable](https://m1.ppy.sh/r/osu!.exe) and drop it in your osu! installation folder, replacing your current osu!.exe file. After that just open osu! it should update to the latest build automatically, which should solve your issue. 2 | 3 | Alternatively, you can try [try following the steps given here](https://osu.ppy.sh/help/wiki/Help_Center#my-game-will-not-update-properly) to let the game update. 4 | -------------------------------------------------------------------------------- /technical-support/windows-10-bugged-input.md: -------------------------------------------------------------------------------- 1 | This is an issue introduced by the recent windows 10 update. We have yet to fix it, so for now, the only solution is to disable Raw Input. 2 | 3 | Some of our users have reported a workaround to get it to work again. If you're using a Wacom Tablet, open Wacom Tablet Properties, and in one of the tabs, there's an option that is ticked by default relating to Windows Ink. Disable that option and Raw Input should work with Windows 10 again. -------------------------------------------------------------------------------- /verification/requests/request-more-information-to-confirm-account-owner.md: -------------------------------------------------------------------------------- 1 | Unfortunately, we cannot change your email address as we cannot confirm that you are the account owner with the information we currently have. 2 | 3 | Please provide us additional information, actions, or proof that we can use in order for us to confirm your identity, such as: 4 | 5 | -Your username. 6 | -The email address currently used for osu! account. 7 | -Tweeting "osu!" at @osusupport from the twitter account linked to your account. 8 | -Providing any old screenshots that show you being logged into the account (do note that score results or replays do not help). 9 | -Past silences or other rule violations that you remember but are no longer visible on your account. 10 | -The last time you contacted us, the osu!store, or the tournaments email addresses. 11 | -Date of past name changes. 12 | -Proof of purchase of a supporter tag that you have bought in the past. 13 | -Anything else you can come up with. -------------------------------------------------------------------------------- /verification/responses/response-change-email-via-forgot.md: -------------------------------------------------------------------------------- 1 | Please visit [this page](http://osu.ppy.sh/p/forgot-email) and follow the instructions to get your email address changed. If you are unable to complete the chat verification step, you can skip it by clicking the link given on the webpage. -------------------------------------------------------------------------------- /verification/responses/response-forgot-email.md: -------------------------------------------------------------------------------- 1 | If you've forgotten your account's e-mail address, try [filing an e-mail change request](http://osu.ppy.sh/p/forgot-email). Fill in the form as best you can - you can skip the chat verification step by clicking the link given on the web page. -------------------------------------------------------------------------------- /verification/responses/response-not-receiving-verification-emails.md: -------------------------------------------------------------------------------- 1 | If you are not receiving any verification e-mails, it's likely that the e-mail address you are checking is not the one attached to your account. Try [filing an e-mail change request](http://osu.ppy.sh/p/forgot-email). Fill in the form as best you can - you can skip the chat verification step by clicking the link given on the web page. 2 | 3 | We know that some providers do not receive automated messages from our services. You can find a list of them on [this article](https://osu.ppy.sh/help/wiki/Help_Center#i-didn't-receive-any-emails-from-osu!/i-forgot-my-email-address!). -------------------------------------------------------------------------------- /verification/responses/response-tonline-blocked.md: -------------------------------------------------------------------------------- 1 | We are aware of issues with your current mail provider, who blocks automated e-mails from our services. Unfortunately, we cannot revoke that block. If you have another e-mail address, please communicate it to us so that we can change your account's address to enable you to receive the automated e-mails. You are welcome to change it back afterwards. -------------------------------------------------------------------------------- /verification/responses/response-unsanctioned-verification-request.md: -------------------------------------------------------------------------------- 1 | Verification is required whenever an action is performed on your account (on the website or in the client) from a computer or IP that has not been verified before. If you've recently accessed your account from an unusual or new place, it's likely you've requested the verification yourself without realizing it. Head over to [the verification page](http://osu.ppy.sh/p/verify) to complete the process! (this will send you a new code - use the newer one) 2 | 3 | If you are absolutely positive you have not done anything that would require verification, we strongly recommend you immediately change your account's password as well as check the integrity of your e-mail address. It's possible your account has been accessed by someone who wasn't you. -------------------------------------------------------------------------------- /verification/responses/response-verification-loop.md: -------------------------------------------------------------------------------- 1 | This generally happens when you have several sessions open for your account, some of which are not properly verified. To fix it, make sure you've logged out of all active sessions (on all computers if you've been using different ones) in the old website, new website and the client. 2 | 3 | Please also ensure that you are using the Stable (Latest) or Cutting Edge client build (you can check that at the top of the Options panel). Once you've done all that, you should be able to attempt verifying again. -------------------------------------------------------------------------------- /world-cups/rejections/reject-account-sharing.md: -------------------------------------------------------------------------------- 1 | Hello, 2 | 3 | We are unable to accept your registration for the upcoming world cup tournament due to the following reason: 4 | 5 | **Your account has been identified either creating or using several other accounts to access the game.** 6 | 7 | If you feel this judgment was made in error, you may reply to this response with a request for more details or attempt to explain your situation. If you choose to do this, please do so as soon as possible, as we are on a limited timeframe and cannot investigate rejection appeals forever before the tournament starts. 8 | 9 | This is not a permanent ban from official tournaments, and if you maintain good behaviour from now on, you will be allowed to apply for next year's World Cup. 10 | 11 | You may want to read the [community rules](https://osu.ppy.sh/help/wiki/Rules) to get a clear picture of what we expect from players who wish to participate in official tournaments. 12 | 13 | -------------------------------------------------------------------------------- /world-cups/rejections/reject-due-to-recent-appeal.md: -------------------------------------------------------------------------------- 1 | Hello, 2 | 3 | We are unable to accept your registration for the upcoming world cup tournament due to the following reason: 4 | 5 | **You are still disallowed from participating in official tournaments due to the conditions of a recent ban appeal.** 6 | 7 | If you are unsure of when you may resume play in official tournaments, feel free to ask and we'll reply with the appropriate date. 8 | 9 | This is not a permanent ban from official tournaments, and if comply by the rules, you will be allowed to apply for next year's World Cup. 10 | 11 | You may want to read the [community rules](https://osu.ppy.sh/help/wiki/Rules) to get a clear picture of what we expect from players who wish to participate in the future. -------------------------------------------------------------------------------- /world-cups/rejections/reject-multiaccounting.md: -------------------------------------------------------------------------------- 1 | Hello, 2 | 3 | We are unable to accept your registration for the upcoming world cup tournament due to the following reason: 4 | 5 | **You have been identified either creating or using several other accounts to access the game.** 6 | 7 | If you feel this judgment was made in error, you may reply to this response with a request for more details or attempt to explain your situation. If you choose to do this, please do so as soon as possible, as we are on a limited timeframe and cannot investigate rejection appeals forever before the tournament starts. 8 | 9 | This is not a permanent ban from official tournaments, and if you maintain good behaviour from now on, you will be allowed to apply for next year's World Cup. 10 | 11 | You may want to read the [community rules](https://osu.ppy.sh/help/wiki/Rules) to get a clear picture of what we expect from players who wish to participate in official tournaments. 12 | 13 | -------------------------------------------------------------------------------- /world-cups/responses/response-rejected-player-can-play.md: -------------------------------------------------------------------------------- 1 | We revised your case and decided to let your registration pass. Contact your team captain to allow them adjustments in their roster. You can tell your captain that he is allowed to alter the roster in this specific matter. 2 | 3 | Please make sure to read and follow our community rules to avoid any further issues in future: http://osu.ppy.sh/wiki/Rules --------------------------------------------------------------------------------