LogIn problems

If you are having trouble logging in, there is no need to panic. The following checklist can help resolve many common login issues.

Checklist

• Did you perhaps make a typing error in your name or password? Enter your login details again carefully and make sure to check uppercase and lowercase letters.
• Attention: Check whether Caps Lock is enabled.
• Are you on the correct game world?
• Did you perhaps forget to add your clan tag before your name?

If none of this helps, you can use the “Forgot password” function to have new login details or instructions for resetting your password sent to you.

Attention: The email may sometimes end up in your spam folder!
Attention²: If the email address has not been activated, the password recovery function may not be available.

Always return to the login page

Are you unable to log in because you keep being redirected back to the login page?

In this case, possible causes may include your browser's security settings, browser extensions, antivirus software, or a software firewall.

First, check whether cookies are enabled for MonstersGame and whether browser extensions or security software are blocking any content on the site.

You can also test whether logging in works in another browser or in a private browsing window.

If antivirus software or a software firewall is blocking the MonstersGame website, an exception should be created for the corresponding MonstersGame address. How such an exception is created depends on the software being used. For more information, please refer to the software's documentation or contact the respective manufacturer's support.

The problem with Firefox

If you experience problems logging in with Firefox while the login works in another browser, you can first try Firefox Troubleshoot Mode.

In the Firefox menu, you can access... via:

Help → Troubleshoot Mode…

Firefox can be temporarily started without certain extensions and customizations.

Alternatively, Firefox can also be started on Windows using the following parameter:

firefox.exe -safe-mode

If the problem persists in Troubleshoot Mode, you can try using a new Firefox profile for testing purposes.

A new profile is particularly useful for troubleshooting, as it allows Firefox to start with largely unchanged default settings.

Create a new Firefox profile

Firefox has a built-in Profile Manager that can be used to create additional profiles.

On Windows, the Profile Manager can be started as follows:

1. Close Firefox completely.

1. Press the Windows key + R keyboard shortcut.

1. Enter firefox.exe -P.

1. Confirm by clicking “OK”.

1. In the Profile Manager, click “Create Profile”.

1. Enter a name for the new profile.

1. Select the new profile and start Firefox.

Firefox will then start with the newly created profile.

The existing Firefox profile should not be deleted while troubleshooting.

If the Profile Manager does not start even though all Firefox windows have been closed, check the Windows Task Manager to see whether any Firefox processes are still running. After all Firefox processes have been terminated, try starting the Profile Manager again.

Problem: Email address is not recognized

If the email address is not recognized when using the “Forgot password” function, first check whether you are using the correct email address and the correct game world.

If the problem persists or you suspect that the email address associated with the account has been changed, please contact support via the ticket system.

Never share your password with other players.

Alternative login page

If you experience problems with the normal login page, you can alternatively try the simplified login page for the respective game world.

For example, the current address for World 25 is:

https://de25.monstersgame.moonid.net/

For the alternative login page, index.php?ac=loginpage or ?ac=loginpage can be appended to the address of the respective game world.

For World 25, for example, this would look like this:

https://de25.monstersgame.moonid.net/index.php?ac=loginpage

or

https://de25.monstersgame.moonid.net/?ac=loginpage

This addition opens an alternative login page. If the normal login page causes problems on a particular device or in a specific browser, this address can be used as an alternative and saved as a bookmark, for example.

If you are still unable to log in using the alternative login page, we recommend going through the checklist again and contacting support if the problem persists.

See also

• Security information
• Ticket system
• Email to an administrator
• Email activation