Installing the client and solving common problems
This checklist helps with installation and common website questions. If you have not created an account yet, start with getting started.
Choose and install the client
Start with the new client with launcher. It offers improved graphics, automatic updates and configurable performance settings. Downloads also keeps the previous client as a fallback.
- Extract all files into a separate folder; keep client versions apart.
- Run Launcher.exe from that folder, select Main and let updates finish.
- Sign in with your MuMat account and start the game.
For Linux with Wine and an experimental MacBook / CrossOver setup, see MU Online on Linux and macOS. Linux has been tested; macOS compatibility is not yet verified.
When startup fails
| Symptom | First check |
|---|---|
| Launcher.exe or another file is missing | Check that the full archive downloaded and all files were extracted together. |
| The launcher cannot finish an update | Note the exact error or file name. Close the launcher, check the connection and retry from the extracted client folder. |
| The client opens a different server | In BETA, check the Launcher selection and choose Main. |
| The client crashes | Record the client version and what you were doing. BETA crash reports are sent automatically; add context in chat. |
| Login fails | Check the account name and keyboard layout. Try signing in on the website and use password recovery if needed. |
Do not replace a whole installation with unrelated client files to solve one missing file. Use the official archive and updater so the files belong to the same client version.
Website layout on a phone
Use Desktop version / Mobile version in the top settings bar to choose the layout you prefer. The choice is remembered in this browser, including when you open another page or change language.
Desktop mode shows the classic wide layout; zooming or scrolling may be needed on a phone. Switch back to Mobile version for content adapted to the screen. Clearing site cookies and browser storage may clear the preference.
A website action says the account is in game
Disconnect from the game completely before moving or submitting items, performing a reset or using actions that change the character. The character-selection screen can still leave the account connected.
Refresh the relevant page after disconnecting. Check the character selected on the website before retrying. If the message persists, report the character and time; do not keep pressing a paid or item-consuming action.
A purchase, reward or task seems missing
- Market purchase: check the warehouse first, then web storage.
- Equipment after a Grand Reset: check inventory, warehouse and web storage; items are taken off when stats are rebuilt.
- Reset item: owning it is not enough; submit the appropriate copy on the reset page.
- Event task: check the character, tier, date and confirmation on the task page.
- Zen: inspect the balances and transaction history in Zen management.
Details are in storage and trading and resets and Grand Resets.
What to include in a report
Send a message in the website chat with:
- the character and approximate server time;
- regular or BETA client, and its version;
- the page or action, and the exact error text;
- steps that reproduce the problem and whether it repeats;
- a screenshot if it makes the issue easier to identify.
Never include your password or recovery link. For a missing purchase, add the item name, price and approximate transaction time. Automatic BETA crash reporting does not replace this description of what led to the crash.