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Your Characters Original Mode
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Your Characters Hardcore Mode
Your Fallen
The Hardcore characters you've lost forever. They're also in the Hall of the Fallen.
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Paid Races
The paid races (Undead, Gargoyles and Crowfolk with the Orcs; Tigerfolk, Mantis and Tauros with the Elves) are separate races: new characters starting at level 1, with five classes and their own racial traits. Each one unlocks for your whole account, forever. They're coming to Steam as one-time-purchase DLC, and you can try them for free in the Training Grounds. They don't give levels, gear or items.
Races You Earn by Playing
They aren't sold. Your account earns each one, forever, when any of your characters from that faction (of any race, paid ones included) reaches the level shown. They're new characters starting at level 1, with the same classes and racial traits as their faction's free race.
Purchases on Your Account
Having trouble with a payment? Write to us on the community forum with your account name and the time of the payment (never your card details).