No, The Entropia Pocket app is individually connected to each of your accounts through the initialization code.
No, You can download Entropia Pocket for free on both the Play store and the App store.
To get disconnected from the Gold Card Security System and remove the Gold Card from your account, you need to send front and back copies of a current and valid photo ID, where all four corners are visible and your full name, a document number and your date of birth are clearly shown. For example a Driver's License, Passport or National Identification Card, so we can verify that you are the rightful owner of this account.
You can send these documents together with your request in a Support Case
Note: To keep your account as secure as possible, we recommend you to continue to use 2-factor authentication. A more modern alternative to the Gold Card is Entropia Pocket, an Android/iOS app that provides the same security as the Gold Card system. You can connect your account to Entropia Pocket here.
If you have saved a Recovery Code you can disable Entropia Pocket on https://account.entropiauniverse.com.
If you do not have the Recovery Code please contact Entropia Universe Support.
If you use the Gold Card System according to our recommendations, your Entropia Universe account and your virtual assets are safe. Your computer will, however, still be vulnerable to attacks if you do not have a good general protection (firewall, router, anti-virus software etc.).
Entropia Pocket uses a standard software program package developed by Google, based on the Google Authenticator.
Google Authenticator is an application that implements two-step verification services using the Time-based One-time Password Algorithm (TOTP) and HMAC-based One-time Password Algorithm (HOTP), for authenticating login sessions.
Once Entropia Pocket is activated on your account all actions that can make transactions to or from your Entropia Account will require a time limited 6-digit code from Entropia Pocket.
As you keep your Username and Password secure and is the only person who can access your iOS or Android device with Entropia Pocket it will be extremely hard for an attacker to gain access to your account.
Please note that the Recovery Code that you receive upon initialization of Entropia Pocket can be used to disable Entropia Pocket. You should therefore store the Recovery Code in a safe place.
Note that it will still be possible to login to account.entropiauniverse.com and e.g. file a support case with only username/password authentication.
Your Entropia Universe account is protected by the Username and Password you chose when you registered your account.
You are solely responsible for preserving the confidentiality of your account, your Username and Password, and for restricting access to your account and your computer. MindArk never asks for this information (neither through email nor other communication) and all communication with MindArk is conducted through the secure Support Section.
Some customers do not understand the real value of their Entropia Universe accounts until this value is lost. Therefore, we advise you to take a minute to read our Account Compromise Policy.
MindArk also offer an extra layer of security that - if used according to our recommendations - increases the security of your Entropia Universe account to the highest available today, the Gold Card Security System.
If you believe that your account has been compromised, the first thing you should do is to change the password for your account. Then, you should change your email.
If you have a Gold Account you can change your email via My Account.
If you have a Basic Account, which is not protected by a Gold Card, you need to contact the Entropia Support. The support staff will ask you to send an email to email@example.com where you add the old and a new email address and attach a copy of a government issued identification document (such as a drivers license, passport etc.). Unless the support staff can confirm your identity as the rightful owner of the Account, they cannot change the email address for you.
To prevent an Account Compromise, we strongly recommend you to purchase a Gold Card Security System. The security system will not only protect your virtual assets in case of a possible attack, it will also enable you to access and update sensitive account information at any time.
Due to security reasons, you only have three attempts before your Gold Card becomes unsynchronized with the verification system. You will then be asked to resynchronize the Card. By following the normal login process, a new window will appear that requests you to enter two consecutive Security Codes in order to resynchronize with the verification system.
If you fail to synchronize your Gold Card, please generate two consecutive Security Codes with your Gold Card and add these in a Support Case sent to the Entropia Support. Please do NOT generate any further codes until the support staff has confirmed that your Gold Card is synchronized.
If you were to lose your device you can always deactivate your Entropia Pocket security by entering the recovery code you received when you activated Entropia Pocket for the first time.
If you no longer have this code you are welcome to submit a support case.
Unfortunately Entropia Support cannot help you if you have lost items and/or virtual value due to Account Compromise. In the Account Compromise Policy you will find information about MindArk's stand in such matters as well as information about how to prevent such incidences.
In order to prevent further damage, you should perform the following steps:
- change the password for your account.
- If you cannot change your password, please send an email to Entropia Universe Support via firstname.lastname@example.org and explain what has happened. Add a copy of a government issued ID to identify yourself as the rightful owner of the account and also a new email address for your account. Once your ownership of the account has been confirmed, the email address will be updated and you can then reset the password for your account.
- Scan your computer for Trojans
This can be caused by the passivity in the battery. Passivity is found in all Li batteries and is caused by the chemistry within the battery. If the Card Reader has not been used for a while, an inner resistance is built up within the battery. This resistance is reduced once power is again drawn from the battery, that is to say when the Gold Card is inserted into the Card Reader.
Therefore it might be necessary to insert the Gold Card into the Card Reader a few times before sufficient power has been drawn from the battery for the Card Reader to begin working satisfactory again.
Please contact Entropia Universe support to get help with a broken Gold Card or Gold Card Reader.
The Error 72 appears when the reader cannot read the card properly. This may be due to several reasons. Please try to gently clean the card (as you would clean a credit card). If you still receive the same message, it could be that the battery has run low or that the reader is broken. For advice how to proceed, please contact Entropia Support.
The app is compatible with both Android and iOS
- Android: version 2.3 or later
- Iphone/Ipad/Ipod: iOS version 6.0 or later
We recommend that you upgrade Entropia Gold Card to Entropia Pocket for Android or iOS devices.
Please contact Entropia Universe support.
Lost Gold Card
If you have lost your Gold Card, you need to contact Entropia Universe Support and request to have the Gold Card removed from your account.
Please note that we cannot remove the Gold Card unless you can verify that you are the rightful holder of the account. Therefore you also need to attach in your support case send front and back copies of a current and valid photo ID, where all four corners are visible and your full name, a document number and your date of birth are clearly shown. For example a Driver's License, Passport or National Identification Card, so we can verify that you are the rightful owner of this account.
When we have received your Support Case and verified your identity, we will remove the Gold Card from your account.
Please treat your Gold Card items as valuables and keep them in a safe place.
If you have a Gold Account you will need a Security Code when logging in to Entropia Universe or to the secured sections of the website.
Generate a Security Code by inserting your Gold Card into the Card Reader with the special security chip facing upwards. The Security Code will appear in the display of the reader. The code contain numbers only.
Your order is normally processed and shipped within a week of the purchase. The delivery of your Gold Card is to be expected up to eight weeks effective upon purchasing the virtual item or accepting the Entropia Universe Gold Card Offer. If you have not received your Gold Card package within this time period, please contact Entropia Universe Support.
The Gold Card Security System offers an access system equal to high-security Online banks. This system consists of a smart card based membership card and portable stand-alone reader, which will generate one time passwords as a complement to the static password. The system adds an ultra-secure layer to the already high security of the Entropia Universe.
In order to be able to guarantee the high security of the Gold Card system, there a few rules to follow:
- Keep the Gold Card in a safe place and treat it as a valuable
- Do not store the Gold Card together with your login and password.
- Do not let any other person than yourself use your Gold Card to login to your Account.
Your Account is only protected by the increased security as long as the Gold Card is activated. Should you have to remove the Gold Card (if you lose it or the card fails to generate any codes) we recommend you to contact the Entropia Support and request a temporal lock of your Account:
Entropia Pocket is individually linked to your account and your phone in order to provide maximum security. Submitting a one time code to activate Pocket ensures that the phone is properly linked to your account.
Entropia Pocket needs access to your devices camera in order to scan the QR initialization code. You can either choose to scan in your initialization QR code with your phone, or if you prefer you can initialize by manually entering the code.
This is to allow smartphones with a faulty camera to initialize as well.
The Entropia Pocket app needs access in order to save the information embedded in the QR-code on your device.
If you lose your Gold Card or it is malfunctioned, you need to be able to contact the Entropia Universe Support Department to request a replacement item or a removal of the Gold Card from your account. Therefore, the Support Section is not protected by the Gold Card system.
If you lose your Phone or recovery code, you need to be able to contact the Entropia Universe Support Department to request a replacement item or a removal of the Gold Card from your account. Therefore, the Support Section is not protected by the Gold Card system.
Entropia Pocket for iOS and Android as well as the older Gold Card Security System protects your account from attacks where someone wrongfully obtains your your username/password (e.g. trojan horse key loggers). It also protects against brute force guessing of your username/password through repeated login attempts.
Even if someone should get hold of your login and password, they will not be able to login to your Entropia Universe account.
The 2-Factor Athentication Systems also allows you to easily access and update your account information without having to contact Entropia Universe Support.
Note: adding 2-Factor authentication to your accont does NOT offer a general protection of your computer. A firewall, regular Windows updates and an efficient security software are basic requirements for keeping your system safe.