If a Lost Ark character customization preset will not load, first check whether it is a local appearance file or an in-game preset. For the documented older-preset “Invalid Customization Info” error, Lost Ark’s June 2, 2022 maintenance notice says the issue was fixed and gives a fallback: rename a remaining .cus.bak file to .cus. The notice does not provide a way to restore a file that has actually been deleted.
First, identify which Lost Ark preset is affected
Lost Ark uses “preset” for several different things. The fix depends on where the data lives:
- Character-creation appearance preset: a local
.cusfile in the game’s customization folder. The 2022 workaround below applies to this type. - Skin preset: an in-game option managed through the Skin Collection Book. The official Welcome to Paradise notes say skin presets can be viewed or switched from the Skins tab.
- Gear, gem, or skill preset: an in-game preset category, not a local character-creation file. Do not use the local-file workaround for these categories.
This distinction matters because instructions for an in-game skin or gear preset cannot repair a missing local appearance file.
If a local appearance preset gives “Invalid Customization Info”
Lost Ark’s June 2, 2022 weekly update said an issue affecting older presets had been fixed. For players who still encountered it, the announcement advised changing saved preset extensions from .cus.bak to .cus. This is dated, version-specific guidance—not a confirmed universal fix for every current client problem.
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- Close Lost Ark before changing files.
- Open the game’s
Lost Ark LiveEFGameCustomizingfolder. - Before renaming anything, make a copy of the customization files that remain in the folder.
- If a saved preset ends in
.cus.bak, rename its extension to.cus. The official notice’s exact instruction was to “change the file extension of all saved presets from ".cus.bak" to ".cus" to resolve the error.” - Launch the game and try loading the preset. If the file is absent, or the rename does not resolve the problem, check current client-specific guidance or contact official support rather than assuming the file can be rebuilt.
Source: the official Lost Ark weekly update of June 2, 2022. The instruction concerns files that are still saved in the folder; it does not say that renaming can recover deleted files.
If the local customization file is gone
The cited official materials do not establish a method to reconstruct a deleted local .cus appearance preset, and they do not say that a cloud save contains it. If no copy of the file remains, do not treat the extension workaround or a general account-recovery request as a guaranteed way to restore that appearance.
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When to contact Lost Ark support
For eligible losses or changes involving account or character progress and items, the official Recovery Policy requires a request within seven days. Eligibility and outcome depend on the issue and available game records. The policy does not specifically identify local character customization files as recoverable, so it is not a promise that support can restore a deleted .cus file.
Steam’s Lost Ark technical-support page directs players to official customer support. The publisher and service context is changing: the current transition notice says Amazon Games handles issues arising before the planned transition to Smilegate, while Smilegate will handle issues after it. Use that notice for current timing and contact details.
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What the Smilegate transition does—and does not—say about presets
The transition is planned for early 2027. The notice says in-game preset names—including gear, gem, skin, and skill preset names—and game progression data will transfer. It does not say that local character-creation .cus files will transfer. Keep those local files separate from the in-game preset names covered by the notice, and check for updated transition instructions as the handover approaches.
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