TERA Online dev tracker
MerryAgony (Ex-Customer support MGR)
The swimsuits are bankable for your alts' access, but they are bind on equip. Once you put it on your Elin, that suit belongs to that Elin.
Arwydd -
I'm following up on this for you. I've pm'd you here for a little more information.

I'll watch for your reply.

Merry
We're looking into this and a CS Supervisor willl be contacting you directly through a support ticket.
Here's our FAQ with a lot more information:

https://tera-support.enmasse.com/app/answers/detail/a_id/469/
We should have everything working properly now. Close your launcher client completely then relaunch it.

Thank you for your patience.
We should have everything working properly now. CLose your launcher client completely, and then relaunch.

Thank you for your patience.
I'm not sure if the checksum error is related to our earlier problem - here is an FAQ about it:

https://tera-support.enmasse.com/app/answers/detail/a_id/267/kw/checksum

We'll continue to monitor the situation. Thanks.
We've made some changes in our push to the servers. You should be able to log in after closing out your launcher client completely and then launching again.
We are aware of these issues and are investigating now.
I looked at the Amazon page selling the game cards for SWTOR and didn't see reference to TERA. Would you please PM me in the forums with your details and I'll follow up.

Game cards are something we are working toward but don't have in place today.
Clarification on the Black Bandit Mask -

it is a single-character item but it is bankable so you can trade it between alts.

We apologize for the confusion in terminology.
Check your account under the Profile Management to verify that you have subscribed to the newsletter. In the meantime contact Support and we'll get you set up with the Black Bandit Mask.

The newsletters are going out in multiple blasts so some folks will get theirs before others do.

To verify that you have subscribed to the newsletter, check your account under the Profile Management tab.
The newsletter emails are going out in staggered blasts, so some folks with get theirs before others do.
You're welcome!



Contact Support and we'll get you taken care of.
There was an issue with the code, we've made changes and now Support can provide you the Mask that is single-character but bankable to be shared with alts across one server.
We are aware of this issue and are working on it. Several players has reported success with the steps below, but this is a temporary fix. Subscribe to our FAQ to be notified when this is resolved.

https://tera-support.enmasse.com/app/answers/detail/a_id/457


Below is a possible fix:

Right-click on the launcher icon
Select "Troubleshoot Compatibility"
Click "Try Recommended Settings"
Click "Start the Program"
Let the patch load, then log in and press "Play"
No troll intended - its a tech glitch. We checked the logs and your conversation wasn't recorded, and we're following up internally. I'm glad GM Makaveli the Don took care of you.
You'll find good information in the game guide:

http://tera.enmasse.com/game-guide/gameplay/combat-indicators

Perhaps the FAQ on Chaining Skills from our Support page will help:

https://tera-support.enmasse.com/app/answers/detail/a_id/203
Hi - regarding the noises from your inventory; it is a known issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/428


Unfortunately I don't have an answer about your keyboard and team speak 3 at the moment.
We have several issues with the subscriptions at the moment and are working on them. Subscribe to this FAQ and you'll receive updates as they come in.

https://tera-support.enmasse.com/app/answers/detail/a_id/418
We are working through several issues with the subscription systems. Subscribe to the Known Issues FAQ and you'll receive updates as they come in.

https://tera-support.enmasse.com/app/answers/detail/a_id/418
We are working through the issues with subscriptions. If you subscribe to this FAQ you'll receive updates as they come in.

https://tera-support.enmasse.com/app/answers/detail/a_id/418
We are working throught the issues with our subscriptions - if you subscribe to this FAQ you'll receive updates as they come in.

https://tera-support.enmasse.com/app/answers/detail/a_id/418
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working on these with our e-commerce vendor.

This FAQ may help you resolve the issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working on these with our e-commerce vendor.

This FAQ may help you resolve the issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working on these with our e-commerce vendor.

This FAQ may help you resolve the issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working on these with our e-commerce vendor.

This FAQ may help you resolve the issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working on these with our e-commerce vendor.

This FAQ may help you resolve the issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working on these with our e-commerce vendor.

This FAQ may help you resolve the issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working on these with our e-commerce vendor.

This FAQ may help you resolve the issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working on these with our e-commerce vendor.

This FAQ may help you resolve the issue:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
We know players are receiving Subscription Expired errors, even when you've already set up your subscription. We are working to resolve this.

This FAQ may help:

https://tera-support.enmasse.com/app/answers/detail/a_id/416
While we've seen the info in the FAQ work for some players, we are continuing to work this issue; we are seeing the available buttons change on accounts even as we speak. We will continue to update information.

Per Senior Producer Knoxxer:

"We are immediately working to grant you access to the game so that your are not blocked from playing the game while we address the other issues with subscriptions."
Per Senior Producer Knoxxer:

"We are immediately working to grant you access to the game so that your are not blocked from playing the game while we address the other issues with subscriptions."
Per Senior Producer Knoxxer:

"We are immediately working to grant you access to the game so that your are not blocked from playing the game while we address the other issues with subscriptions."
Per Senior Producer Knoxxer:

"We are immediately working to grant you access to the game so that your are not blocked from playing the game while we address the other issues with subscriptions."
We are working to get everyone in game as we continue to work on the subscription issues.
We are working to get everyone in game as we continue to work on the subscriptions issue.
We are working to get everyone in game while we work on the subscription issues.
We have several issues going on with subscriptions and are working to resolve them as quickly as possible.
We are working to get everyone in game as we continue to work on the subscription issues.
We know you are frustrated and we are working to get everyone in game while we continue to work on the subscription issues.
We are working on the subscription issues and hope to have them resolved shortly.
@ Heimdul - there are several different issues involved so instead of getting people in-game one by one we are working on a global push to get you all in.
You'll receive your Golden Dragon Weapon Skins by end of day June 1st:


https://tera-support.enmasse.com/app/answers/detail/a_id/366

You'll receive the Golden Dragon Weapon Skins by end of day on June 1st:

https://tera-support.enmasse.com/app/answers/detail/a_id/366

Currently we aren't transfering players from PvP to PvE but:



http://support.enmasse.com/tera/transferring-a-character-to-another-server
Edited by: Tonka almost 2 years ago
You will be able to manage your subscription as of May 30th. Because of the delay in getting this working properly we've extended Inaugural Pricing until June 30th.

For information on the political system we have both a Political System Guide and an FAQ:

http://tera.enmasse.com/news/posts/political-system-guide

https://tera-support.enmasse.com/app/answers/detail/a_id/383



Information about the nexus will be released as we move closer to them appearing in TERA.


Hope this helps!
Here's a little more information from the FAQ on the Support page:

https://tera-support.enmasse.com/app/answers/detail/a_id/383


We also have an FAQ on the Support page about chaining skills:

https://tera-support.enmasse.com/app/answers/detail/a_id/203/kw/chained

You will also find that certain glyphs enhance skills only when used after another specific skill, as in a skill chain. This can be beneficial when customizing your skill chain and choice of glyphs.

Have fun out there !
We've also added some images to our FAQ:

https://tera-support.enmasse.com/app/answers/detail/a_id/391
We also have a number of helpful FAQs on the Support page:


https://tera-support.enmasse.com/app/answers/detail/a_id/180


and welcome to TERA!
We have a great FAQ on the subject:

https://tera-support.enmasse.com/app/answers/detail/a_id/339/kw/preorder
Draakdorei is correct - here's the information:

https://tera-support.enmasse.com/app/answers/detail/a_id/373/kw/thulsa
We've made changes to the EME store that has resolved this issue for a large number of players. You'll find more information here:

https://tera-support.enmasse.com/app/answers/detail/a_id/374/kw/payment%20auth
While we know that you want to get help as quickly as possible, opening multiple CS contacts creates longer queues. We are working feverishly to get to every single contact, whether its by ticket, chat or phone. We want to get you all in TERA,

We believe that the "Subscription Not Found or Expired" error has been resolved for the majority of players affected by it. If you were seeing it, you should now find that the 30 days of game time included with buying TERA is reflected appropriately on your En Masse account page.

If you're still seeing this error, here are ways to resolve it:
• If you're playing on a trial account (from a Closed Beta Test code, Open Beta Test code, or Head Start code), you will need to purchase TERA and set up a subscription.

• If you've purchased TERA from a retailer other than the En Masse store, you must enter your game code and also set up a subscription on the En Masse store.

• If you've purchased TERA from a retailer other than the En Masse store and have not yet received your game code, please contact the retailer.

• If you've purchased TERA, applied your game code, and set up your subscription, and are still seeing this error, please contact our Support Team.

Thank you for your patience!
We believe that the "Subscription Not Found or Expired" error has been resolved for the majority of players affected by it. If you were seeing it, you should now find that the 30 days of game time included with buying TERA is reflected appropriately on your En Masse account page.

If you're still seeing this error, here are ways to resolve it:
• If you're playing on a trial account (from a Closed Beta Test code, Open Beta Test code, or Head Start code), you will need to purchase TERA and set up a subscription.

• If you've purchased TERA from a retailer other than the En Masse store, you must enter your game code and also set up a subscription on the En Masse store.

• If you've purchased TERA from a retailer other than the En Masse store and have not yet received your game code, please contact the retailer.

• If you've purchased TERA, applied your game code, and set up your subscription, and are still seeing this error, please contact our Support Team.

Thank you for your patience!
We believe that the "Subscription Not Found or Expired" error has been resolved for the majority of players affected by it. If you were seeing it, you should now find that the 30 days of game time included with buying TERA is reflected appropriately on your En Masse account page.

If you're still seeing this error, here are ways to resolve it:
• If you're playing on a trial account (from a Closed Beta Test code, Open Beta Test code, or Head Start code), you will need to purchase TERA and set up a subscription.

• If you've purchased TERA from a retailer other than the En Masse store, you must enter your game code and also set up a subscription on the En Masse store.

• If you've purchased TERA from a retailer other than the En Masse store and have not yet received your game code, please contact the retailer.

• If you've purchased TERA, applied your game code, and set up your subscription, and are still seeing this error, please contact our Support Team.

Thank you for your patience!
We believe that the "Subscription Not Found or Expired" error has been resolved for the majority of players affected by it. If you were seeing it, you should now find that the 30 days of game time included with buying TERA is reflected appropriately on your En Masse account page.

If you're still seeing this error, here are ways to resolve it:
• If you're playing on a trial account (from a Closed Beta Test code, Open Beta Test code, or Head Start code), you will need to purchase TERA and set up a subscription.

• If you've purchased TERA from a retailer other than the En Masse store, you must enter your game code and also set up a subscription on the En Masse store.

• If you've purchased TERA from a retailer other than the En Masse store and have not yet received your game code, please contact the retailer.

• If you've purchased TERA, applied your game code, and set up your subscription, and are still seeing this error, please contact our Support Team.

Thank you for your patience!
We also have an FAQ on this on our Support page:

https://tera-support.enmasse.com/app/answers/detail/a_id/246/kw/name
Subscription management hasn't been finalized yet -


From the Support page FAQs:
https://tera-support.enmasse.com/app/answers/detail/a_id/231/kw/subscriptions
Buddy codes expired 4/30 - you need to purchase TERA and a subscription to play post-launch
The reason you see Upgrade Account is that you haven't purchased a copy of TERA . Trial accounts are from beta and buddy codes. Click the Upgrade Account button in your account overview tab, purchase the game and you should be good to go.

Here's an FAQ that hopefully will answer your questions:

https://tera-support.enmasse.com/app/answers/detail/a_id/366/kw/golden
We 've escalated this internally. While we know people can lose their cool and will rage in-game occasionally, there are certain situations that raise red flags, and we don't take them lightly.



There have been problems with this quest for some players. You'll find more detail here:

https://tera-support.enmasse.com/app/answers/detail/a_id/373/kw/mask
As mentioned this is a known issue that has been discussed in several forums and we are working hard to resovle it asap.
Buddy codes were only active prior to launch. To play post-launch you must purchase the game.
This is a known bug - here is the FAQ on it, including a work-around:

https://tera-support.enmasse.com/app/answers/detail/a_id/373/kw/thulsa
Here is an FAQ from our Support site with details around subscriptions:

https://tera-support.enmasse.com/app/answers/detail/a_id/268/kw/sub

And yes, you do need a copy of TERA and its gamecode. The pre-order codes were to provide you early access prior to launch.
We are aware of the bug and are working on it. And you will get your 30 days of game time. We will post both an FAQ and a news article as soon as we have resolution.
While this may work for some players, it will not work for all. Unfortunately there are some variables around purchase timeframes.

We do understand your frustration, and are continuing to work through this one.
Red crystals are for weapons and blue crystals are for armor. If you look closely you'll see that the crystal vendor has two tabs; weapon and armor.
This FAQ may help with some clarification:

https://tera-support.enmasse.com/app/answers/detail/a_id/366/kw/dragon



This FAQ may help:

https://tera-support.enmasse.com/app/answers/detail/a_id/344/kw/dark
Orange/red quests are the story quests, the core plot of the game. Also, these reward you with good loot and lead you to instanced dungeons.

Yes, they ARE important.
Here's our FAQ with more detail:

https://tera-support.enmasse.com/app/answers/detail/a_id/366/kw/dragon
Here's the FAQ from the Support page that should answer your questions:

https://tera-support.enmasse.com/app/answers/detail/a_id/366/kw/golden
I believe you are referring to Chronoscrolls which aren't available yet. Here's our FAQ from the Support page:

https://tera-support.enmasse.com/app/answers/detail/a_id/351/kw/chronoscrolls

Server population will always ebb and flow, and server transfers are available to help balance server populatons.

We can't predict if and when Valley of Titans and Jagged Coast will open up for new players, but Feral Valley is also a PvP server waiting for new players and their guilds.



To play TERA post-launch you do have to purchase a copy of the game.
The GM provided you incorrect information and for that I apologize. With the changes coming fast and furiously during launch the GM was wrong in his/her understanding and we are addressing that.


The correct informaiton is that we have not performed any character transfers. All character/server transfers all generated by the player. We'll be contacting you outside of this forum to resolve this with you and to ensure your account is secure.

Thank you for being part of TERA and we will see you in battle.
Edited by: MerryAgony over 2 years ago
What this seems to be is customers who are buying their subscription before applying their game code are getting charged up front.

We are working on this, and will update as we learn more.
We are working on this Error:500 - Internal Server Error and will update as we have more information.
@ Yuna - thanks for posting; we hadn't seen this happen to someone who'd purchased the digital version through the EME store. This gives us something more to look at.
Thanks Yuna - we are following up with this example and several other variables.
What this seems to be is customers who are buying their subscription before applying their game code are getting charged up front.

We are working on this, and will update as we learn more.
No fingers pointing at players at all - this is ours to fix. Stay tuned, we are working on it.
We are still finalizing our subscription management :

https://tera-support.enmasse.com/app/answers/detail/a_id/231

No, really... Thank You! Really!
We've listened and made a change:

Characters level 39 and under are deleted immediately. If your character is level 40 or above, the character takes 24 hours to delete completely.


Why 24 hours to delete a level 40+ character? With all the time invested we'd hate for you to have second thoughts too late!
Regardless of where you purchased TERA, the ability to purchase and manage subscriptions through your EME account will be available before launch. And we've extended the dates for the Inaugural Pricing through to the end of May.

https://tera-support.enmasse.com/app/answers/detail/a_id/218/kw/sub

See you in-game!

Yes, there will be a "Grace Period" for customers who have purchased a physical copy of TERA! The grace period will be 48 hours. So slay away, fellow members of the Valkyon Federation!
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