Unfortunately, in November 2017, Runic Games, the developer of Torchlight, Torchlight II, and Hob, closed down. The Runic game forums have also been shut down.
While Perfect World has inherited support of these titles, without assistance from the developers, we are unable to escalate or thoroughly investigate any issues with the games themselves, as well as some resolve some inherent technical issues.
We ask that you please read over the knowledge base here that we have ported over from the Runic support site, as well as utilize the Steam community forums for each title when possible.
For billing issues, basic technical support, and Runic account issues, please contact our Customer Support directly.