TERA Online dev tracker
Malrok ()
Hello TERA players!

As some of you are aware, responses to customer support tickets are currently taking much longer than usual. We definitely see this as a problem, and we are trying to improve response times as quickly as possible.

What is the current response time?

Our average response time right now is around 5-7 days. However, not all issues will take the same time to receive a response. Depending on the nature of the issue, it could take more or less time to receive a response.

We generally try to prioritize billing problems and issues that would prevent someone from playing the game. Other issues such as item requests and general questions will take longer.

How did we get here?

Along with any game update, event, promotion, sale, or problem, we see an increase in support tickets. The last couple months have been particularly eventful, and the resulting volume of support tickets was larger than anticipated. With a higher volume of incoming tickets and the same number of people answering tickets, we developed a backlog of over 1000 tickets.

What are we doing about it?

Our customer support team has been working overtime to get through the ticket backlog, including working on weekends and company holidays. We are also working on increasing the size of our support team so that we will be able to keep up with this sort of ticket volume in the future.

I wish I could say there is an immediate fix, but unfortunately these things take time. We hope that you will start seeing faster response times in the next few weeks.

Thank you all for your patience during this busy time. We appreciate it!

P.S. If you currently have an open ticket and your issue has already been resolved, please close your ticket. This helps us a lot. Also, please avoid submitting multiple tickets about the same issue.
Sorry for the confusion. We do have maintenance nearly every Tuesday from 7-9 a.m. Pacific. Unfortunately, I didn't get the messaging set up before the holiday weekend, so there were no server announcements this time.

The maintenance is now complete and the servers are available again.
Sorry for the confusion, everyone. We do have maintenance nearly every Tuesday from 7-9 a.m. Pacific. Unfortunately, I didn't get the messaging set up before the holiday weekend, so there were no server announcements this time.

The maintenance is now complete and the servers are available again.
We understand that the US election is something that a lot of people want to talk about. However, discussion about real-life politics is not allowed on the forums. There are plenty of other areas on the internet where this can be discussed.
FORUM RULES

1) CONTENT: The following sections outline language, expression, and naming of characters, accounts, or guilds, clear or masked, which is not allowed on the TERA official forums.

A. Race, Ethnicity, Gender, Nationality, Language, Life Choices, Religion, and Politics
- Anything that promotes, is recognized as, or alludes to symbols of racial, ethnic, gender, national, life choice, religious, political hatred or slurs, or derogatory content based on spoken language.
- Anything related to real life politics.
- Anything related to real life religion.
It sounds like your elite bar didn't update properly. To the right of the consumable box, you should see the Everful Nostrum and Ghilliglade Scroll. Since it didn't update, you still see the Talisman Trio and Everful Nostrum.

We have seen issues like this in the past when the elite bar is changed. It should correct itself at 5pm PDT when the elite bar resets.
Please see the pinned post on this topic.
Please see the pinned post on this topic.
Please see the pinned post on this topic.
We are currently experiencing connectivity/login issues related to DDoS attacks affecting many US-based web services. For most people, this is resulting in a "User identification is unavailable at this time" error on the TERA Launcher. Some of our websites may also be slow or unresponsive.

Here are a couple news articles with more information about the attacks:

http://venturebeat.com/2016/10/21/netflix-playstation-network-and-twitter-down-as-huge-ddos-strike-continues/

http://www.cnbc.com/2016/10/21/major-websites-across-east-coast-knocked-out-in-apparent-ddos-attack.html

Unfortunately, we do not have an ETA for when this issue will be resolved. We apologize for the inconvenience.
There is a way to unhide forums, but it's a bit tricky. You can add "/?ShowAllCategories=true" to the end of the forums URL to make the hidden forum section appear. From there, you can click the gear icon and select unhide the same way you hid them.
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