If you want to lock your Entropia Universe account temporarily, you can contact Entropia Support. We will then lock your account for a time period of maximum 750 days. If you do not activate your account within this time period, your account will be automatically terminated. After the account has been terminated, it can no longer be activated. Please read more about our account inactivity policy in the End User License Agreement (EULA).

If you want to cancel your Entropia Universe account permanently, you can contact Support. We will then terminate your account. When the account is terminated, all skills are deleted and any remaining items will be sold to the Trade Terminal at their Trade Terminal value. This value will then be transferred to your PED Card. If the PED Card balance exceeds the administration cost for termination (1000 PED), you can request a withdrawal for the remaining amount.

NOTE: Once terminated, the account cannot be activated again. If you wish to participate in the Entropia Universe again, you will have to register a new account.

Once you have successfully activated an account and interacted with the system, we cannot remove your account information. According to the End User License Agreement (EULA) and the law in force, MindArk may maintain your personal information, as registered by you, as long as considered necessary and consistent with the Privacy Policy.

If you want to update the information on your account, you need to login to My Account.

Basic Accounts

In the section My Account you may update your residential address. If you want to update any other information, such as the email address or your bank information you need to contact the Entropia Support.

2-Factor Authenticated Accounts

If your account is protected by Entropia Pocket or the deprecated Gold Card Security System, you can update address information, email and bank information.

Your username for logging in to your account cannot be changed. You can find out which username you have on your account and change your password via Password Recovery.

If you have forgotten the password and/or username for your Entropia Universe account, you may retreive this information at any time via Password Recovery.

If you cannot remember the email address you used when you signed up for the account, you need to contact Entropia Support. We will request that you send a photocopy of a government issued ID and a suggestion for a new email address for your account.

If you no longer wish to receive further information about the Entropia Universe, please navigate to My Account , unmark the checkbox 'I want to receive information about events and offers' and update the page.

When you register your first deposit, you will get a one-time opportunity to update the account name.

If you did not update your account name correctly at this stage or you did not get the opportunity to change the name, we ask you to fill out and send us this special request form:

The completed form, together with a color scanned copy of a government issued ID (where name and date-of-birth are clearly legible), and a utility bill (e.g. Electricity, Gas, Cable, Water, Land Line or Telephone bill) where the address matches the Entropia Universe account information should be sent to the following address:

MindArk PE AB
Attn: Support Dept.
Masthamnsgatan 5
SE-41327 Gothenburg
SWEDEN

In order to guarantee the security and validity of each request, we will perform a number of internal control checks. In the interest of preventing fraud, these checks will not be revealed, but will in no way violate the Privacy Policy already in place. If these internal checks are not fulfilled, your account information cannot be updated.

As all requests are processed manually, we appreciate your patience.

 

If your real life name has changed (for example due to divorce or marriage) you have to contact Entropia Support. We will ask you to send attested photo copies of government issued documents (such as a marriage certificate) proving your name change.

In the case of a death, an inventory must be drawn up of the deceased's assets. Since your limited license right to use an Entropia Universe account, subject to the terms and conditions of the EULA and ToU, you might want such access rights to the account to be part of your estate inventory.

The heirs can then decide whether they want to continue using the account or if they wish to cancel it. In both cases, a verified copy of the estate inventory must be sent to us along with a verified copy of an identification document of the person representing the estate. Pursuant to Terms of Use 3.1§, the account information, i.e. user name and contact information, will then be changed accordingly giving the representative of the estate full access to use the Entropia Universe account and the virtual items connected to it. Note that Terms of Use 2.1§ still apply prohibiting the use of multiple accounts.

A 2-factor authenticated account is an account protected by the Entropia Pocket or the deprecated Gold Card Security System. Your Basic Account will be transformed into a 2-factor authenticated once you have an activated 2-factor authentication system. Customers with Entropia Pocket have an easier access to their account information and can also update sensitive information without having to contact Entropia Universe Support.

Basic Accounts

If you wish to change the email address connected to your Entropia Universe account, you need to contact Entropia Universe Support. We will request that you send a front and back color copies of a valid government issued ID and a suggestion for the new email address for your account.

Gold Accounts

If your Entropia Universe account is protected by the Gold Card Security System, you can update your email address via the My Account on the website or in-game under "Account info".

You can change your password via Password Recovery. Once you have entered the email address you registered on the account, an activation message will be sent to that email address. When you open the message and click on the activation link, you can set a new password for your account.

If you cannot remember or access the email address you have on your account, you have to contact Entropia Universe Support.