Other account questions

You can use a card belonging to someone else as long as you have the cardholders permission to use it.

If the card is being used on another Entropia account the card will no longer be registered to that account and must be re-registered on that account when you next time want to make a deposit.

It is not possible to deposit with Diners Club International cards or AMEX (American Express) directly.

We cannot give you a definite answer to this question. In some cases it has been possible to deposit with these types of cards, in others not. The only way to find out is to give it a try. If it does not work, you could ask your Bank if it is valid for online purchases in USD.

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).

The first thing you need to do, is to apply for an Entropia Universe account. Once you have successfully registered and activated your account, you can launch the Entropia Universe software and start your life as a citizen in the virtual universe.

Please log in under Deposits to see all the available methods.

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.

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.

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 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.

Please have a look at the Credit Card Information Policy.

There is a limit as a total for five active cards on your Entropia Universe Account.

It is only allowed to register 3 new cards every seventh day.

Should you experience any difficulties with the registration of your card, please contact Entropia Universe Support.

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.

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.

Once you submit your account application, MindArk will run select automatic verification steps before your account is approved. Normally the automated verification is done in seconds but if deemed necessary manual verification might also apply. 

Once your application has been approved you can use your username and password to enter Entropia Universe and start exploring. Now you can also update your account information on the website, add Entropia Pocket 2-factor authentication to safeguard your account, make deposits into your account and make purchases in the Entropia Universe Webshop.

You will also receive a welcome email with an email verification link. Using the link to verify that your email works will make sure Entropia Universe can reach you with information about your account.

If you have transferred a payment to MindArk's bank account but you forgot to register the Bank deposit on the website or in the Transfer Center prior to the transfer, you need to contact Entropia Universe Support. Please provide the following information:

1. Deposit Key. Register a Bank deposit for the amount you have already transferred to our bank account. On the last page you will get the Deposit Key to give us
2. Amount and currency of the payment you have transferred
3. Name of your bank
4. Date of the transfer

If you have not received the email needed to activate your Entropia Universe Account, the first thing you should do is to check your spam or junk mail folder. Sometimes the activation email is picked up us spam.

If you do not find the email there, request a new activation email via the Password Recovery function.

If you still does not receive any email, apply for a new account. It is possible that you registered your email address incorrectly the first time.

Still no activation email after trying these things? Contact Support for further advice.

When you make a Bank deposit  it can take up to 4 bank days before the PEDs arrive on your PED Card after you have transferred the payment.

If you do not receive your PEDs within this time, please contact Entropia Universe Support and give us your deposit details.

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.

Please contact Entropia Universe Support for assistance.

• 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.

Please wait at least ten minutes before you try to log in again. Should you still not be able to log in after this time period, please contact Entropia Universe Support.

MindArk strive to maintain an even balance between security and user-friendliness in order to ensure the integrity of all participant accounts.

Therefore we have deemed it necessary to update our security requirements for new account applications from certain geographical regions. The result is that account applicants from these regions can continue to create an account upon verification of their identity.

If the activation link does not work, please check that you get the complete link in the address field of the web browser. Then try again.

If that does not help, please request a new link via the Password Recovery.

If you are the leader, or have been given the correct access, of an established society you can change the information, name and hierarchy template in the society terminal.

If your society is still in pending mode (newly created) this information can not be changed.

Please note that it may take up to 7 days for any changes to take effect.

If you are in an established (approved) society and you operate as the Leader of the Society, you can start the disbanding process yourself at the Society Terminal. It takes seven days to be completed and during this time, the members of the society will be informed about the dissolution and, if you change your mind, you can interrupt the process.

If you are in a pending (not yet approved) society with additional members we can not disband it. You can, however, disband it yourself once it's been approved. If you are the only member of the society we kindly ask you to contact the Support Department with your request and we can disband your society manually.

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

There are several possible reasons to why a debit/credit card deposit is not accepted. Here are some initial points you should check:

1. Make sure you have enough funds on your bank account or card
2. Make sure that your card is enabled for international and online purchases in USD
3. Contact your bank or card provider and ask if they have stopped the deposit
4. Wait 10 minutes and try once more to make your deposit. Your first attempt might have been stopped due to a communication error
5. Remove your card and re-register it 

We hope that this checklist will be useful for you. If not, please contact Entropia Universe Support for further assistance with your deposit.

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.

Off course we cannot stop you from creating a further account, but this contradicts our basic idea of the Entropia Universe as a place where you can interact with other participants via your virtual representation - your avatar.

You also need to be aware of that if one of your accounts is found guilty of contractual breach, any measures taken will include all accounts registered in your name.

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.

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.

To qualify as a Participant, you must be at least 18 years old.

You should write your Deposit Key in the area dedicated to the message that is transmitted to our bank. If this area is not available in the form of your bank, please write the number next to your name. The Deposit Key identifies to which Entropia Universe account the deposit should go.

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".

If you want to enjoy all specific features of the Entropia Universe, such as depositing and withdrawing real life funds, you need to register your account with your correct name. The information you enter is protected by our Privacy Policy.

The avatar you create will represent you in the Entropia Universe. When you start interacting with other avatars, they will get to know you by the appearance and the name of your avatar. Therefore, we do not allow more than one account per user at a given time.

Did you enter correct information when you registered your account? If the application is placed in the manual verification queue and some information is incorrect or missing, your application will be rejected. We always recommend you to add correct information if you want to enjoy all features of the Entropia Universe. The information you enter is protected by our Privacy Policy.

Also, the verification run on your application include checking your IP address. If the address has been used in previous scam/abuse attempts, or your Internet service provider (ISP) has not registered the IP address correctly with the global internet authorities, your application may be rejected. Try to apply again and if your application keeps being rejected, you should check with your ISP if the latter is the case.

To avoid incidental dublicate application attempts, you will sometimes get this error message. Wait a couple of hours and try again.