Customer Support Policy

You can contact the Entropia Universe Support Department 24/7


Please send us your request in English, or we might not be able to handle it.

We strive to answer your questions within 72 hours. At time of high work load, also be prepared that you might have to wait a bit longer.

What support is available for Entropia Universe?

The Entropia Universe Support Staff is happy to be at your service. We can help you with:

  • Technical problems related to your interaction with the Entropia Universe
  • Inquiries or problems related to your deposits or withdrawals
  • Handling and investigation of your bug and error reports
  • Inquiries or problems related to your Entropia Universe account or the use of it
  • Handling of your abuse and exploit reports
  • Localizing missing items

Limitations in the help we can give

Entropia Universe Support do not:

  • Provide support via telephone
  • Answer questions regarding developmental or design issues (including questions about your loot or return). Entropia Universe core dynamics and different in-world systems can be discussed on the Entropia Universe related Community Sites.
  • Reveal or comment on any information regarding future content.
  • Provide legal advice or general interpretations of the user agreements and related policies.
  • Answer any inquiries written in a language which can be interpreted as sexist, obscene, threatening, harmful, abusive, hateful, racist, or vulgar.
  • Reveal any information about, or handle Support Cases referring to accounts other than the one owned by the person filing the Support Case.
  • Handle Support Cases submitted later than 7 days after the incident. Exceptions to this rule are possible at MindArk's sole and absolute discretion; however, for cases involving data not older than six months at the maximum. In case such exception is applied service fee may be charged.