With the recent announcement of the Sony Online acquisition of The Matrix Online,
many questions have been asked about this development will affect the ongoing
players and communities of The Matrix. So here are a list of common questions
and answers about the acquisition and upcoming transition.
Is The Matrix Online being shut down?
No. The Matrix Online game will continue. While players may see some minor
changes in the service, these changes should have a positive impact on the
game. Many of the people that have been working on MxO will continue to do
so as well.
Why is this happening?
SOE and WBIE have entered into a licensing agreement to collaborate on several
online game projects, combining the two companies’ expertise. As part
of the new relationship, SOE will also take over operations of The Matrix
Online, including live support, customer service and development. SOE’s
expertise in online gaming is expected to benefit our customers and fans.
When are these changes going to happen?
We are already in the process of making this transition. We expect the transition
to be completed within a reasonable time. Most of these changes will not
be significant to our customers and there will not be a continual interruption
Will I be able to play while this is happening?
During this transition period, customers of The Matrix Online will still be
able to play. There may be some limited downtime, but otherwise this should
not have a significant impact on the ability for customers to play MxO.
Will the service be taken down while the change is made?
There will most likely be some limited downtime during this transition period.
We will give users notice in advance when the data conversions will happen,
and the impact is expected to be minimal for our customers.
Will my characters and account be safe?
Characters and the game worlds will be converted over. Players who re-register
with SOE will not lose their characters or in-game assets.
Will the overall support change?
No. Customers of The Matrix Online will experience the same high level of service
that they have come to expect from the MxO support team.
What happens to the people currently working on The Matrix Online?
Many of the people currently working on MxO will continue to do so. The transition
process should be very smooth for our customers, and should not negatively
impact service levels.
Do I have to sign up again?
Customers will have to re-register with SOE and submit their billing information
Everyone who successfully re-registers will be able to continue playing with
current characters with all of their gear. If a Station member in good standing
purchases The Matrix Online, he or she will be able to use his or her existing
Station ID during the registration process.
I have had a warning on my account for a previous violation. Will that remain
on my account?
Previous violations in MxO will continue to apply to the accounts of our customers.
I have been banned from The Matrix Online for previous violations. Will my
account be reinstated?
Accounts that have been banned will not be reinstated.
I was previously banned from an SOE game. Can I play The Matrix Online?
Customers that have been banned from the Station Service will not be able to
continue to play The Matrix Online.
Will I need to create a Station ID to play The Matrix Online?
Yes, once we make this transition, all customers must create a Station ID to
continue playing MxO. Players can sign up for a free Station ID by visiting
Will I get charged twice because this change is happening?
Will I be able to use my existing Station ID to play The Matrix Online?
Customers with existing Station accounts will be able to use their Station
ID to play MxO once they have purchased the game.
I already have a Station Access subscription. Will I be able to play The Matrix
Online under this plan?
MxO will be added to the Station Access subscription plan after the transition.
Station Access is SOE’s all-in-one subscription plan that includes access
to EverQuest, EverQuest II, Star Wars Galaxies, PlanetSide, and EverQuest Online
Adventures for the PlayStation 2. Current MxO subscribers will be able to select
this billing plan, that will give them continued access to MxO as well as SOE’s
other subscription games. Station Access is $21.99 a month.
Will I be able to use Station Exchange to buy and sell The Matrix Online items?
Station Exchange will not be offered for The Matrix Online immediately, but
this is something that is being evaluated for the future.
Will events continue after this change takes place?
We’re very interested in hearing from our subscribers in regards to
which content and features of the game should continue in the future.
For any issue that you cannot resolve, please log into https://support.warnerbros.com and
submit a petition. If you are unable to log into the support system, please
email firstname.lastname@example.org with the exact problem you are having, and
your username, if any.
This email address is only for problems with registration or logging into the
support site. All other inquiries must go through https://support.warnerbros.com.
What are the minimum system requirements for The Matrix Online?
1.4 Ghz processor, 512 Mb RAM, Direct X 9 compatible sound
card, and video card that supports programmable pixel shading and has 64mb
video memory (Radeon 8xxx, 9xxx and above, GeForce 3 Ti, 4 Ti and above).
Is there a way to check the status of the servers?
Navigate to: http://thematrixonline.warnerbros.com/web/live/support/server_status.jsp
How do I change my password, or other account info?
You can change your email address on the master account
page at http://members.warnerbros.com/web/account/login.jsp
When I attempt to start The Matrix Online I get an error
on my launcher that says, ?Incompatible client version?
If you are receiving this message it could be that the server has been
updated with a new patch that is not yet fully uploaded to the patch server.
Please wait approximately 15 to 30 minutes and try again.
If you are still having problems, please run the full system check. After attempting
the above if you are still unable to enter The Matrix Online then please
submit a petition to technical support (https://support.warnerbros.com).
When I start the game I get a box that states Your graphics
card does not meet the minimum specs of this game. You will likely
experience graphical issues.
Your card does not fit the profile of a compatible video
card. Compatible video cards need to have a programmable shader (Radeon 8xxx,
9xxx and above, GeForce 3 Ti, 4 Ti and above) and be a DirectX 9 compatible
video card with 64 MB Video memory.
How can I check that my graphics and sound drivers are up to date?
You need to run the DXDIAG utility to check you graphic and sound card
version. Then check the manufacturer's website and see if there are more
up to date versions of your driver."
- Click the Start button and then run
- Type in DXDIAG
- Click OK
- The DirectX Diagnostic tool opens up
- Click on the Display tab on the top of the page
- In the upper left corner of the screen under Device it will tell you
the name of your graphics card and the manufacturer
- In the upper right corner under drivers it will tell you the driver date
and version you are currently using.
- Now click the sound tab on the top of the page (next to the display tab)
- In the upper left hand side under Device it will display the name of
your sound card
- In the upper right hand side under Drivers it will tell you the version
and date of audio driver you are currently using
What ports do I need open in order to play The Matrix Online?
In order for the game servers to communicate with your game client reliably,
firewalls may need to be configured to allow traffic on TCP ports 80, 5190,
11000, and 10000. It will also need to allow the program to communicate on
UDP ports 10000 and 11000.
Is there an area where I can find answers to technical, account,
or game questions prior to contacting support?
Log into http://support.warnerbros.com. Once
in the support area, click the ?Find Answers? link and here you may search
our answer database. If you still have failed to find an answer to your issue
submit a petition to technical support.
Is there a way that I can speak to other The Matrix Online players
while not being jacked into the game?
When you have an account with The Matrix Online you are automatically
given an AOL Instant Messenger account. If you are not in game you can open
AOL Instant Messenger and sign in with the following:
Username @thematrixonline.com Password
I am receiving patcher errors, and cannot finish updating, what
is the best way to resolve this?
The patcher uses the same port as your browser. Any malicious software
that interferes with your browser can prevent the game client from downloading
correctly. Please make sure your anti-virus and anti-spyware definitions
are current and scan your computer.
Do I need a credit card for The Matrix Online?
Yes, you will need a credit card to play and subscribe to The Matrix
Online. However, if you do not have a credit card, you can purchase
a 60 day prepaid game card at many software retailers.
I have a Switch or Solo card with an 18 digit number, and the system
is telling me that the number is invalid.
Switch/Solo recently changed their card numbers to allow 18 digits. We
are updating our system to accommodate these new cards, and hope to have
the update completed soon.
My credit card was rejected when I was in registration. What do
The most common causes of credit cards being rejected are incorrect address
information or an incorrect CSV code. Please contact your card issuer and
verify your information with them. If you cannot resolve the issue on your
own, please go to https://support.warnerbros.com for
help. We may ask you to re-contact your card issuer for more information.
You can reenter your card information at:
Please double-check the key to make sure that you?re entering it correctly.
If it still doesn?t work, please email us the key at email@example.com
with a description of what happens when you try to use the key.
While entering information into the registration system,
the screen refreshes without moving on and without an error message.
While we do have error messages for these pages, some users report not
being able to see them on some configurations.
The usual causes of these problems are:
For the first two problems, please go to the New User link and try a different
- You are trying to create an account name that has already been made.
- You are trying to log into a boards account that is already a game account
or that does not exist.
- You are entering a CD key that is invalid or already in use.
For the latter problem, please contact firstname.lastname@example.org with your
CD key and a description of the problem you are encountering.
The Support Frequently Asked Questions page will be coming online very soon,
so please stay tuned!
Thank you for you patience,
The MxO Team