Entropia Pocket and Gold Card

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 - 2-factor authentication with Entropia Pocket which is available for free from both Google Play and Apple App store.

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 enabled 2-factor authentication (Entropia Pocket) you can change your email via My Account.

If you have a Basic Account, which is not protected by a Entropia Pocket you need to contact Entropia Support. The support staff will ask you to send an email to entropia_support@mindark.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 use 2-factor authentication. The 2-factor authentication 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.

• The fields where you write your Username and Password are case sensitive, so please make sure you write the lower case and upper case letters on the right place.
• You can change your Password and find out which Username you have here.
• If you still cannot log in, please contact Entropia Universe Support.

Go to your account pages, click the Manage Account button and make sure any settings under Contact Information are not empty. If there is any information missing please fill it out and then try to login again.

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 incidents.

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 entropia_support@mindark.com 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

The old Entropia Universe Gold Card 2-factor authentication system is no longer supported. Entropia Univere account holders still connected to the Gold Card system should contact Entropia Universe support.

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.

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.

If you have a protected your account with 2-factor authentication 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 starting the Entropia Pocket app on your device, navigate to Security Code section of the app, there a random code will appear every 30 seconds that you need to log in to your secure Entropia account.

Entropia Pocket for Android and iOS protects your account from attacks where someone wrongfully obtains your your username/password (e.g. trojan horse keyloggers). 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 Authentication 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 account 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.