To our members who are in the armed services and may be called away from home unexpectedly:

We at Simutronics will do everything possible to support our community members who are in the military. If you can let us know of your situation (all of this info will of course be kept confidential), we can watch your account to take various actions while you are absent, such as putting your account on hold while you are gone, so you do not rack up any charges. Or, if you are concerned that you might be called away without notice, we can put an inactivity timer on your account, so if we do not hear from you for a few weeks, we will list your account as "on hold, do not bill" until you can reactivate it.

We will keep your in-game characters and homes safe for you, until you return.

Best of luck out there. You have our full support.

Simutronics Corporation

If you are in the armed services or otherwise involved in the conflict and are concerned that you might be called away suddenly without notice, please contact us, either by calling our billing office at 1-636-925-3172, or by writing to crisis@simutronics.com with your instructions. All of this information will be kept confidential.

In order to process your request, we will need the following:

• Your account name
• The security answer on your account (not your password!)
• Which action(s) you would like us to take, such as:
  
  
  • Option #1: Inactivity Hold - If we do not see your account used for one month, we can place it on hold so that it does not incur any further charges. Premium account members will also continue to maintain their premium status, so that their premium homes and other benefits will be maintained safe as well.
    

    
    
  • Option #2: Immediate Hold - If you wish, we can put your account into immediate inactive status. Your characters and premium benefits, as applicable, will be maintained safely, but you will not be charged. If you wish to login again, simply contact us to reactivate the account.
    
    
  • Option #3: Delayed Hold - If you know you are going to ship out on a certain date, we can make arrangements to put your account on hold on or after that date. That way you don't have to worry about your account status while you are preparing to leave.
    
    
  • Option #4: Friend Guardianship - You can give one of your friends or family members limited control of your account, such as to activate it or inactivate it, but not to play the characters, or take other serious actions such as transferring characters or changing subscription levels. If you choose this option, please give us the contact information for your friend, and some sort of security question/answer that they can use (different than the one that's on your account!) so that we know it's them.

We can also combine the above options, or work with you to do something entirely different if that is your choice. Our goal is to reduce this one small worry in this part of your life, so that if you are called to service unexpectedly, you don't have to worry about what will happen to your character or premium home while you are away.

Note: We will make good faith efforts to take these actions because we wish to support our community members who are in the armed services. For accounts that are in good standing, we will take these actions on a "no questions asked" policy. For accounts that have had repeated billing problems or a history of other "high maintenance" problems with their account though, we may ask for proof of military membership before taking these actions. Simutronics also reserves the right to change this policy at any time, as appropriate.