Missing or lost

There are several ways of acquiring a vehicle. Depending on your starting planet you should receive the basic form of transportation by doing the beginner quests. If you want to have a more advanced vehicle you can buy one from other players either via the auction or direct trade.

There are a large variety of vehicles in the Entropia Universe, and you can find one for any situation. There are vehicles for traveling on the ground, over water, through the air and even between planets in space.

If you sold an item to the trade terminal we, at support, can recreate this item for you. However, we charge a fee of 1000 PED (plus TT-value when applicable) for this service.

Please contact support and make sure that you have the necessary funds available on your PED-card. We kindly ask you to include relevant information such as the full name of the item and approximate time of the incident.

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.

This is most likely because it is not possible to sell a vehicle that still has oil in it. Please extract the oil and then try selling the vehicle again. If you are still experiencing difficulties after this then please contact Support by sending in a case.

Sometimes resources are inaccessible. They might be stuck under trees, stones, turrets or buildings or they can be located on steep slopes which your avatar cannot climb.

You can extract the claim by choosing to summon it by right-clicking on the deed and selecting "Summon claim". Please keep in mind that your movement will be locked while the claim is being summoned.

It is possible to get an item you sold to the Trade Terminal back. However, this is not part of our regular service so an administrative fee of 1000 PED plus the Trade Terminal value of the item will be charged for each item that you wish to have recreated.

All requests must be submitted in a Support Case within 7 days of the incident. Please include the full exact name of the item, the date and the time of the transaction.

To avoid selling items to the Trade Terminal unintentionally, make sure to carefully check all items involved in the transaction before you confirm it.

This can sometimes happen when you just started playing and the client has not fully been downloaded. The vehicle can be retrieved from your storage. If you can't find it in your storage we suggest that you restart the client by relogging.

Certain blueprints of a limited edition can only be used a certain number of times. You can see its current statistics by right-clicking on the item. Once its Manufacturing attempts are used up, the blueprint is not returned.

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

If you are missing an item we suggest to check the following places before contacting support:

• Check the "My items" list on our homepage (require that you log in to your account page)
• Check at the bottom of your inventory tabs, sometimes the items are further down in the inventory window
• Check storage and containers. Please note that storage is planet specific, so if you recently visited a different planet it may be there.
• If you have more than 500 items in one planetary storage some items may not be displayed. In this case try to merge your stacks using the right click option Merge All Stacks, organise items in storage boxes or e.g. use vehicle inventories as storage containers.
• In the case of an amplifier, please check so it's not attached to any of your weapons/tools.

If you still are unable to find your item we suggest that you contact support by sending in a case. Kindly add relevant information such as the full name of the items and approximate time of when you saw the item last. Please note that the Support Department only can search for lost items as far back as 6 months.

Whenever you log out, if you have a spawned vehicle, it will automatically be sent to your storage after a short period of time. The same happens if your vehicle gets out of your radar zone for a while.

Also sometimes vehicles get placed at the very bottom of the inventory window, try to scroll down to the bottom to see if your vehicle is there.