En Masse FAQs
En Masse's Frequently Asked Questions page is a central hub where its customers can always go to with their most common questions. These are the 140 most popular questions En Masse receives.
Frequently Asked Questions About En Masse
Common Issues
Is there a way I can get free in-game stuff from Twitch?
Can I get TERA bonus content on Twitch?
How can I use my Amazon Prime membership to get TERA DLC?
How do I use my Amazon Prime membership to get a TERA starter pack?
From 9am PT, November 11 2019 until 9am PT, Tuesday May 19 2020, Amazon Primemembers can use their Amazon account login to get a Twitch TERA Starter Pack with En Masse. The starter pack contains:
30 days of Elite status (this will immediately activate when you log in, this is the only item you won't get from your Item Claim )
Necroshade, a flying dragon mount that restores your HP and MP
Violette, a permanent baby dragon pet with the ability to auto-loot
5 Strongbox Keys to open locked chests as you adventure
An Inventory Expansion Slot (adds 8 spaces to your personal inventory)
Once you claim your item through Twitch your items will be waiting for you in your item claim. No codes necessary, to receive your rewards just make sure you play TERA through the En Masse launcher, Xbox or PlayStation linked to your En Masse account! Linking Xbox or PlayStation to Your En Masse Account
Claiming your En Masse Starter Packs
Go to http://twitch.amazon.com/terapack and select Claim now.
You'll then have the option to sign in with your Amazon Prime account or start a free Prime Account to claim your reward.
You'll be asked to confirm what country you're in (this is for Twitch Prime to know what region you're in).
And then sign in or start a new free Prime Account. The sign in screen will be an amazon.com url. Your Amazon login is global, so even if you normally sign in with a different url to shop with you should be able to sign in with your Amazon login.
Select Claim now again!
Select Link accounts to use loot. This is a new initiative, so you'll need to give us permission, even if you've done that with us during previous Twitch Prime events.
Sign into your En Masse account, or follow the prompts to create a new account (this can be with an e-mail address or your Facebook account).
You'll then get the option to download TERA in the En Masse Universal Launcher.
You'll then be redirected back to the TERA Starter Pack Page and confirmation that you've successfully claimed the pack.
contact Twitch's customer support
Log into (or install and try for the first time) your games and look for your Twitch Prime Starter Pack items in your item claim.
Make sure you log in before our Twitch Starter Pack promotion ends at 9am PT, Thursday May 7 2020.
If you're logging into a TERA PC account, make sure you log in through the En Masse Launcher.
If you've never played TERA before, you may need to start TERA, create a character, then quit and relaunch the game to receive your rewards.
If your game is already running you'll need to quit and restart to have the items sent through.
Ensure your console game is linked to your En Masse account
The Amazon sends the item to the En Masse account it's linked to. This means that if you're on console you'll need to make sure you've linked to a master En Masse account that can be accessed through the web browser. Linking your TERA PlayStation or Xbox account to your En Masse account will grant you a free Terminus Mount, and let us know where to send your Starter Pack.
TROUBLESHOOTING
If you have any difficulties getting your Starter Pack, make sure you're launching the game using the En Masse Launcher and are using the correct En Masse Account.
Quit your game and relaunch it
We can only send you this pack when you launch the game. If your game is already running, please quit an start again.
Check to make sure you've authorized all the steps
It's sometimes possible to skip an authorization step. To check that you've gone through a complete authorization process, select Link accounts to use loot. If you missed an authorization step it will take you through them. If you have linked your accounts, you'll get a confirmation screen.
The sign in screen will be an amazon.com url. Your Amazon login is global, so even if you normally sign in with a different url to shop with you should be able to sign in with your Amazon login.
Close Steam
If you play our gamesthrough the En Masse launcher and Steam it could create login confusion for getting your Twitch Prime Starter Pack. Make sure Steam and our games areclosed and then re-launch the En Masse launcher.
To make sure Steam is fully closed pressCtrl+Alt+Deland selectTask Manager.
Select Steam and pressEnd task.
Select any En Masse games running and pressEnd task.
Open the En Masse launcher and log in, using the En Masse account you linked to on Twitch Prime.
Select the game you want to claim Loot for and pressPlay.
Refresh your login
Go to https://account.enmasse.com
Log out of your En Masse account if you are already logged in.
Log in to your account.
Relaunch your game, using the En Masse Launcher.
Log into TERA using the En Masse launcher on time!
Make sure you log into TERA using the En Masse launcher before the promotion ends at 9am PT, Thursday May 7 2020.
Check that you are in the correct region
This offer is available for PC North America users, and console users in North America, Japan, and EU.
Check that you have a current Prime account
There may be issues with your Twitch Prime/Amazon Prime Account, so En Masse doesn't get authorization to send your items to you. If you have difficulties with your Twitch Prime Account please .
View ArticleCommon Problems
How do I link TERA to my En Masse account?
How can I get a free Terminus Mount?
Where's my Twitch Prime Loot?
Linking TERA on Xbox One or PlayStation4 to an En Masse account gives you the ability to manage a range of account features through any web browser, and makes it easy to file bugs or send in reports.Your TERA game on console will also get a free Terminus Mount.
To get your Xbox or PlayStation Twitch Prime Loot or codes that are manually entered, you'll need to link your En Masse account (otherwise we won't know where to send your rewards).
Linking your account
LaunchTERA.
SelectLink Account.
You'll get a screen with a code to enter into at account.enmasse.com/link. You can go to this website through your console or do it on another device (we've found that through a computer or mobile web browser is generally more fun if you need to create an account). Your code will be valid for 10 minutes. https://account.enmasse.com
You'll then be asked to sign into your account or create a new account.
Once you've signed into your En Masse account or created and verified your new account, your Terminus Mount scroll will be inTERA Store> Item Claim.
Once your game is linked you can check on its status through Connected Accountsat
View ArticleCommon Problems
How do I claim my items?
How do I access the Item Claim?
My account item is missing!
Where is my extra character slot?
How do I activate Elite Status?
How to claim items
Purchased and promotional items will be generally delivered to your account through the Item Claim menu in game. Character based (one-time use) items are normally delivered to the Item Claim immediately, but account based (multiple use) items need a full restart of the game and TERA Launcher before they can be claimed. If you're looking for Parcel Post Items, see Unclaimed Parcel Post Messages in TERA.
Claim and then use the item to activate it
The mechanics of the game mean that once you have claimed your item you'll still need to use the item in your inventory to activate it. This means that for items like Elite Status, extra character slots or bank slots, you'll need to claim the item through the Item Claim and then activate it from that character's inventory. Once activated it will apply to your account.
Character (one-time use) items
Character based (one-time use) items may only be claimed once and used by one character. After claiming a character-based item from the Item Claim, it will be removed from the list and no future characters can access it.
Items that are for character use - costumes, items, mounts, inventory expansion etc.
Elite Status - use it once, but it applies across the whole account.
Bank Expansion - use it once and it applies to the server that character is on.
Character Slots - us it once and it applies to the server that character is on.
Account (multiple use) items
Account (multiple use) items may be claimed multiple times and can be used by any character created on a game account. After claiming an account item from the Item Claim, it will remain in the list and can be claimed by other characters - even those on other servers or characters that you haven't yet created!
Missing account items
If you have purchased an account based item, you must follow these steps before the item will be available to claim:
Log out of TERA.
Close the TERA Launcher.
Re-open the TERA Launcher, log in, and press PLAY.
Open the Account Items tab of your Item Claim and remove the item.
Sometimes, if an item from a special promotion isn't claimed from your En Masse account for a long time it may stop trying to send it to you. If that happens:
Sign into your account at account.enmasse.com
Go to your En Masse Account Overview page and check to see if you have any Unredeemed Codes. If you have any they will appear in Notifications.
Click on the link to claim.
If you don't see any unreedemed codes and are still missing your items, please send us a support request.
Accessing items
Select OS specific instructions:
Access the item claim on PC
You can access the item claim through the icon next to the mini map. The icon will begin flashing if you have new items waiting to be claimed. Otherwise you can go through the steps below:
PressEscor Altto navigate to the Main Menu.
Select Tera Storeand clickItem Claim.
From the Item Claim menu, select the item that you would like to redeem and press Use.
Once you've claimed the item it will show up in your inventory
You'll need to activate the item in that character's inventory before you can get the benefits for your character, server or account. Server based benefits include expanded bank or character slots, account based benefits include Elite Status.
Access the item claim on Xbox
Access the main menu by pressing Option
Go to Tera Storeand select Item Claim
Press A to check details of the item and X to claim the item
Once you've claimed the item it will show up in your inventory
You'll need to activate the item in that character's inventory before you can get the benefits for your character, server or account. Server based benefits include expanded bank or character slots, account based benefits include Elite Status.
Access the item claimon PlayStation
Access the main menu by pressing Option
Go to Tera Storeand select Item Claim
Press X to check details of the item and Square to claim the item
Once you've claimed the item it will show up in your inventory
You'll need to activate the item in that character's inventory before you can get the benefits for your character, server or account. Server based benefits include expanded bank or character slots, account based benefits include Elite Status.
View ArticleCommon Problems
Why isn't my game in English?
How do I change the language of my game?
Dark Crystal Tacticsis available in:
English
Chinese
French
German
Italian
Japanese
Korean
Portuguese
Spanish
The language settings forThe Dark Crystal: Age of ResistanceTacticsare based on your computer's default language settings.If you would like to change what language your game displays in, there are a couple ways to do this
Steam: If you are using Steam to play the game, you can go into the game properties and force the language change by:
Right click on the game and select Properties.
Select SET LAUNCH OPTIONS
In the command line, type the following --ForceLanguage="en" as shown below.
Below are the language abbreviations that you can use based upon the language you want to be displayed within The Dark Crystal: Age of ResistanceTactics
“en” English
“de” German
“da” Danish
“es” Spanish
“fr” French
“it” Italian
“ja” Japanese
“ko” Korean
“pl” Polish
“sv” Swedish
“tr” Turkish
“cn” - Chinese
You can also change your language settings by modifying your computer settings as shown below.
How to change the language display
Select platform specific instructions:
Windows 10
To change your display language:
SelectStart, then selectSettings>Time & Language>Language.
Choose a language from theWindows display languagemenu.
If you want to play in a language you can't select from the dropdown, select Add a language.
Sign out and sign back in to see your changes.
When you start Stranger Things 3: The Game it will be in your display language.
macOS
To change your primary language choose Apple menu> System Preferences, then click Language & Region.
Either add a language or change the primary language
To add a language Click the plus sign, select your language and press Add.
To change the primary language when the language has already been added, drag it to the top of the language list.
Close the Language & Region window.
Restart your computer.
When you start Stranger Things 3: The Game it will be in your display language.
View ArticleCommon Problems
What are the known issues with the game?
What platforms will The Dark Crystal Tactics be released on?
Do you offer the game in my language?
I think I found a bug.
The Dark Crystal: Age of Resistance Tactics released on Tuesday, February 4 2020. Available onSwitch, Xbox One,PlayStation 4,PC (En Masse Launcher and Steam), and MacOS (Steam).
Dark Crystal Tactics is offered in the following languages: Chinese (Simplified), English, French, German, Italian, Japanese, Korean, Portuguese (Brazil), Spanish (Castilian), and Spanish (LATAM).
To find out more about The Dark Crystal: Age of Resistance Tactics, go to the official site here: https://www.enmasse.com/the-dark-crystal-age-of-resistance-tactics-official-site
PC Windows Minimum System Requirements
Requires a 64-bit processor and operating system
OS:Windows 8 or higher 64-bit operating system
Processor:Intel i5 or better processor 2.4GHz+
Memory:4 GB RAM
Graphics:1 GB video card
DirectX:Version 10
Storage:5 GB available space
Additional Notes:Supports direct input compatible controllers and Bluetooth controllers.
MAC OS X Minimum System Requirements:
Requires a 64-bit processor and operating system
OS:Mojave or higher
Processor:Intel i5 or better processor 2.4GHz+
Memory:4 GB RAM
Graphics:1 GB video card
Additional Notes:Supports direct input compatible controllers and Bluetooth controllers.
Below is a list of The Dark Crystal: Age of Resistance Tactics known issues.
Crashing due to Memory Leak
Some players may experience game crashes after 2+ hours of continuous game play. This is due to a memory leak on PC/Console. On console, the system will crash and/or display a generic error, where as on PC, the game will shut down. We are currently working on a fix.
Stuck on “Save Bobb’N” Level
Some players may not be able to complete this level if they follow a specific pattern. This can happen by closing 2 holes and then killing Nurlocs until they stop spawning before closing the final hole. At that point, filling in the final hole will not increase the counter from 2/3 and the mission will not progress. To avoid this, be sure to fill in the 3rd hole before killing all Nurlocs.
View ArticleThere are couple controls that may help speed up your game play. From the main screen, select Options.
Always Fast-Forward Enemy Turns: This will cause the computer characters to take their turns much more quickly, speeding up game play.
Confirm End Turn: Turning this option off will prevent the game from popping up a confirmation window at the end of each of your units' turns, as shown below:
View ArticleEn Masse blocks IP addresses for some countries to meet licensing agreements, comply with legal obligations, and to ensure high quality experiences.
Licensing agreements
En Masse doesn't always have global permission to share games.It's pretty common for games to have different publishers for different regions. IP addresses are blocked for countries where we don't have a license to publish the game.
US trade embargoes
En Masse is based in Seattle, WA, United States, and we must comply with US laws. Because of this we must block countries where there's a US trade embargo.
We block IP addresses from high risk areas
To high quality of service for our players, we block IP addresses for countries that generate a lot of fraudulent traffic. We appreciate that there are honest players in these countries who'd enjoy playing on En Masse servers. Unfortunately, when a significant amount of traffic comes from cyber-criminals engaging in account theft, gold-farming, and hacking behavior, we need to protect the broader player base.
Proxy use
Proxy IP services are frequently used by hackers and criminals who want to remain anonymous. We don't block proxy services by default, but a proxy or server host will be blocked if it becomes a frequent tool for criminal behavior.
What countries are supported?
Where can I play Closers?
Where can I play TERA?
Where Can I Buy Stranger Things 3: The Game?
View ArticleCommon Problems
I've created my account, why can't I access it?
Where's my account activation code?
Do I really need to check my e-mail after I've created an account? I've got a game to play!
Before we can activate your account, we need you to open the email titled "Your registration is almost complete!" and click on the activation link. This email from En Masse normally arrives within a minute or two after you complete your registration. Sometimes it can take up to 15 minutes, depending on your Internet service provider.
If you don't get your activation email in 15 minutes, check your spam or "all mail" folder, if you have filtered views.
Still haven't received your code?
Your spam filter may have misidentified the message as spam. Add "[email protected]" to your approved contact list.
Log in to your new En Masse account.
Select Resend Email
If you've done this and your account activation codes doesn't arrive within 30 minutes, please e-mail [email protected]
View ArticleCommon Problems
What does User Authentication Failure mean?
Why do I get a Restricted Account Sign in Error?
Why do I get bad_user when I try to log in from Steam?
You'll get this message when you try to access an En Masse game and your IP address or account has been blocked. Reasons include:
You're in a country that can't access the game's servers.
The proxy server you're using is a frequent tool for criminal behavior.
You've accessed an excessive number of accounts within a 24-hour period. This will resolve after 24 hours if you don't try to log into more than six accounts during that time.
Your account has been blocked because it's been associated with activities that have violated the Terms of Service for an En Masse game.
View ArticleCommon Problems
How do I sign in to my En Masse account on Steam?
How do I manage my Steam connection?
When you sign into one of the En Masse MMOs through Steam you will be automatically prompted to sign into or create an En Masse account.
If you need manage your Steam connection or manage your En Masse account, click on your username on the top right of the launcher and select Manage Account.
Select Connected Accountsand you'll see your Steam account connection.
You can only disconnect your Steam Account from this account page. To connect an En Masse account through Steam you'll need to sign back into one of our MMOs through Steam.
View ArticleCommon Problems
Can I change my character's race?
What happens to my costumes when I race change?
Where are my Apex skills?
Is it time for an extreme makeover? Race change vouchers can be purchased with EMP through the storeor in-game from other players (generally through the Trade Broker or direct trade), allowing you to re-select your character's race.
If you purchase your voucher through the En Masse Store you'll need to collect it from Item Claim to put it in the correct character's inventory.
To use the voucher, click on it in your character's inventory. You will be taken to the character creation screen where you can make changes to your character. The voucher will not be consumed until the changes have been finalized, so you can exit the character creation screen at any time, if you are not pleased with the changes.
You Will Lose Access to Soulbound Costumes
Costumes that are bound to your character will not switch to the new race of your character. Your character won't be able to wear them, and neither will anyone else.
Costumes bound to your character will still be usable should the character change back to their original race.
Other Things to Know Before You Change
Other shape changes won't follow.
If you've made your head big or made any other kind of appearance change, they will not follow you to your new race.
Race rules continue to apply to classes.
We're sorry, but a race change scroll won't help magically generate a class for a race that doesn't have it.
Apex skills may be lost.
Apex skills may be lost when changing races. Please contact support if you need your Apex skills restored.
View ArticleCommon Problems
Who is eligible for Returning Hero Rewards?
What are Returning Hero Rewards?
Returning Hero Rewards are a way of welcoming players back to TERA and providing them with a little bit of assistance to help them get back into the game.
The Returning Hero Reward is a gear package matched to your character. Only one character can claim the package per return.
To get a Returning Hero Reward you must:
Have been away from that TERA PC server for more than 30 days.
Have a character between level 58 and 65.
Claim your rewards within 72 hours of your return.
If you're eligible for the Returning Hero Reward you'll see it when you sign in with a character. You can claim it with that character or sign in with a different character and collect it with them.
View ArticleCommon Problems
What does combining my pets do?
How do pets turn into companions?
What does growing my pets do?
Pets are the most common sort of Companion in TERA. When summoned, pets can gather loot, auto-apply healing potions, provide extra inventory storage or just hang out! Introduction to Companions covers some of the general features of pets.
Feeding your pet
Regularly feeding your pet is important. If it runs out of energy its emotes may become sad and it won't be able to do its Pet Functions. Pets only consume energy while summoned
Pet food can be purchased from merchants in the General Goods tab, as well as from brokers, and other players via parcel post. You can sometimes get fancy organic pet food from some Loot Boxes and Pet Food can be crafted as a basic cooking skill.
To feed your pet, click on the food bowl of your summoned pet, that will open your inventory and you can right click on the food you want to give them.
Combining pets
Unsatisfied with a pet? Combine two pets together and you will get a random pet or partner. Higher level pets have a greater chance of creating a partner (and getting to level 10 will give you the chance to evolve a pet using an evolution stone).
Growing pets
You can grow pets by feeding them items like crystals that are Fine quality or better and enchanting materials. Elusive Pet Candy can help your Pet grow substantially and some special pet foods and items contain an XP boost, including items you can craft. Higher level pets have a greater chance of evolving into a partner when combined.
Once a pet gets to level 10 they can evolve into a random partner. When they evolve they'll cast off all of their former life and powers to become something new, none of their old skills will come across. If you want a pet's powers to go into a partner use the partner's Train ability.
Temporary pets can't be combined or grown.
Evolving pets
Once your pet is level 10 your Grow button will turn into an Evolve button. Gold and an evolution stone (which can be crafted) will give you a chance to evolve your pet into a random partner. If your evolution isn't successful your pet will drop down to Level 9 and you'll need to get back up to 10 before you can try again.
View ArticleCommon Problems
Why is there a line through my game image?
Frame rate stutters.
It looks like there's a cut through my monitor when I'm playing TERA.
Screen tearing or monitor stuttering can happen when your graphics card gets out of synch with your monitor. This can be triggered by spinning the camera or moving very quickly while using a CRT monitor. It can look like there's a cut or line through your game image or like there are two different frames displaying momentarily in game separated by a line.
Generally, this issue is resolved by enabling verticual synchronization (V-Sync). You can't access V-Sync through TERA's in-game options, but you can activate V-Sync from your Video Cards Control Panel.
We've included instructions below for enablingV-Sync with NVIDIA Control Panel and withAMD Catalyst Control Center. Intel has help for a range of their graphics drivers.
Enabling V-Sync with NVIDIA Control Panel
Click theStartbutton orWindowsicon.
Type "NVIDIA control panel" into the search bar.
PressEnteron your keyboard.
Click Manage 3D settings
UnderI would like to use the following 3D settingsscroll down until you seeVertical sync.
SelectVertical syncchooseForce onfrom the drop down.
Enabling V-Sync with AMD Catalyst Control Center.
Click theStartbutton orWindowsicon.
Type "Catalyst control center" in the search bar.
Press Enteron your keyboard.
ClickGaming.
Under3D Application Settingsscroll down toWait for vertical refresh.
Move the slider down to the side that says Qualityso the text beneath it says Always On.
View ArticleCommon Problems
How do I delete my game?
Where is the uninstaller?
Our games can be uninstalled through Window's Add or Remove Programs feature. They don't need a specialized uninstaller. If you would like to delete your game history, please see our GDPR FAQ.
If you use the Steam launcher you can also uninstall our games through Steam, but you can uninstall games from Steam through Window's Add/Remove Program feature as well.
Type in the windows search bar Add or Remove Programs.
Search for your game's title.
Click on your game and select Uninstall.
If you have difficulties deleting games no longer published by En Masse, you may wish to use a third party uninstaller.
View ArticleEn Masse and PUBG are both members of the Krafton Game Union, but are separate companies with separate support pages.
En Masse Customer Service Agents can't help with any PUBG support requests.
If you'd like help with any PUBG issues, please go to the PUBG support pages and they'll be able to help you.
View ArticleCommon Problems
How do I use my En Masse code?
What does no eligible game account mean?
En Masse game code error messages.
You can enter all En Masse game codes through the En Masse account portal. For some games, you can also enter game codes through the launcher screen (on the En Masse Launcher and in Steam).
Console game account
If you're playing on Xbox One or PlayStation4, you will need to claim your items through an En Masse account linked to your game account.If you need help, see Linking Xbox or PlayStation to Your En Masse Account.
If you have multiple accounts, make sure you're signed into the correct account when you redeem your code. If you've entered your code and have not yet received your item, close your game and restart the launcher. This will make sure that your game asks En Masse if it has anything to send to you and your items should come through.
Entering your code
Go to https://account.enmasse.com/ and sign into your account.
If you play an En Masse game on PC, use the login you use to get into our game.
If you play an En Masse game on Console, you'll need to create En Masse account and link it to your console game.
Select Enter Code
Enter your code.
You should then get a Game Code Redemption Status message, such as:
Your rewards should be immediately available. If you do not see them, please restart the launcher and try again. Some rewards, like game access, are activated automatically. Other items need to be claimed in-game:
How to Claim Items in Closers
Claiming Items in TERA
Error messages
Code not valid
Many codes can only be used once or are available for a limited time only. If the code has already been used or has expired, you'll get the Enter a new Game Code error message.
No eligible game account
If you enter a game code for a game you don't have on this En Masse account, such as if you have a console game code but have not yet linked your console game account, we won't have anywhere to send the reward to.
You will have successfully used the code, but you will need to link your and then manually send the rewards through by selecting them through Unredeemed Codes.
View ArticleCommon Problems
Can't sign into launcher
Can't get into game
Ticket Verification Error means that you have an issue that prevents you from connecting to our servers.
This can be caused by a range of issues including:
Closing the launcher while playing one of our games.
Difficulty connecting to our servers (which could range from losing internet connection to server maintenance).
Your account has been banned or suspended for violation of our terms of service.
Try connecting again
If you get a Ticket Verification Error the try signing out and back in again. This error can display for a variety of temporary reasons. Trying again is often the quickest and most effect way to resolve this issue.
Check that you have
Check to see if our servers are down
TERA
For TERA we have a server status page you can check. You can also check the TERA twitter feed, TERAforums and En Masse Discord to see if the issue is effecting others.
Closers
You can check our Closers twitter feed, Closers forums and the En Masse Discord to see if the issue is effecting others.
Reboot your computer
Rebooting your computer clears out stalled processes and can resolve many issues that may arise during use.
Check that your system time is correct
If we can't authenticate a connection between your machine and our servers it could be because your system time doesn't match your location.
If you suspect you have been banned or suspended
Please check the e-mail associated with your account. We will have sent you a message about your ban or suspension and informed you of the duration.
View ArticleCommon Problems
I don't want to download my game again!
Why is the launcher saying Install, when I've already downloaded the game?
How do I get TERA into the universal launcher?
If you've already downloaded a game through a different launcher (such as the TERA launcher), the En Masse Launcher needs to know where the game file is before it can launch it.
Important Note! Do not link to your Steam installation
Steam manages and validates files differently. You might not have any problems, but a validation issue may arise and then you may need to re-install your game. We recommend not linking your Steam version of TERA to the En Masse launcher.
Linking to existing game file
If you see Install instead of Play when you've already installed the game:
Click Locate the game.
Navigate to where you've previously installed the game and select the Client folder.
Select OK and the launcher will update its settings.
View ArticleCommon Problems
How do I get a pet?
How do I activate my pet?
Why has my pet stopped using its skills?
How do I use pet pocket functions?
It’s dangerous to go alone! Take thispet! Devoted helpers, constant companions, pets will follow you into the heat of battle.
Pets are a fun addition to your character and you can acquire pets at any level. Pet skills can range from collecting loot, auto-applying healing potions, providing extra inventory storage, or gathering resources.
Getting a pet
Summon pet manuals can be purchased from the En Masse Store with EMP, through the Trade-broker, directly from other players, and there might even be a way to get a pet for free in-game.
If you purchase a pet through the En Masse Store, be sure to grab their Pet Manual through Item Claim with the correct character. A pet manual can only be used by one character, so choose wisely!
Once the item is in your inventory select the Pet Manual to learn that pet summoning skill.
Using your pet
Summon your pets through the skills tab at the bottom of the main skills window. To use their special powers (like Pet Pockets) open the Pet UI and go to Skills > Special > Pets. Pet summoning and special abilities can be assigned to the skills bar like any other skill.
Feeding your pet
Regularly feeding your pet is important. If it runs out of energy, its emotes may become sad and it won't be able to do its handy Pet Functions.
You can purchase pet food from merchants in the General Goods tab, as well as from Trade Brokers, and other players via parcel post. Parcel post trading is at your own risk.
Only summoned pets can be fed, by activating pet treats in the consumable goods inventory.Pets only consume energy while they're summoned.
Pet UI: special pet functions and energy levels on Console
You can check how much energy a pet has remaining, and use any special powers, through the Pet UI.
Access the Pet UI via Main Menu:
Select Character and selectSkills.
Select the Special tab.
Select Pets (the cute paw icon).
Many players add pet skills to their hotbar shortcuts for ease of use.
How to use your storage pet
Some pets act as a second bank that follows you around! To access their storage function go to the Pet UI and select theirPet Pocket Pet Function. From there you can use it the same as a bank, except that it follows you around. Getting more pets with this ability will open up more tabs in your Pet Pocket.
View ArticleCommon Problems
Can't get into my game since the server merge.
Too many characters.
If you can't sign into the server because you have too many characters, there's probably been a server merge since you last signed in. It is likely that combining characters from two different servers took you over the maximum number of characters allowed on a single server.
If you get this problem, please contact support. Depending on your circumstances, we may be able to provide extra character slots. Please note, we can't provide more character slots than the maximum allowed on the server.
If you need to get into the server swiftly, you can temporary delete characters over level 40 for 24 hours. How to Delete a Character in TERA. If you do wish to consolidate characters, a temporary deletion will allow you to put any items into banks, and make decisions about characters.
View ArticleCommon Problems
How do I connect TERA to Steam?
How do I access my Closers game through Steam?
En Masse games can be played through the En Masse Launcher and on Steam.
To connect your Steam account to your En Masse account, add an En Masse game through Steam and play it.
Steam manages the games they host and how updates happen through their own library system. If you have already downloaded our games through the En Masse Launcher, you will need to download them again into your Steam library to play them through Steam.
Step-by-step guide
Go to Store in Steam and search for an En Masse Game and install it.
Go to Library, select an En Masse game and press Play.
If you do not have an En Masse account linked to your Steam account you will automatically get an Account Setup screen. Select Proceed.
You'll then get a screen where you can log in using an existing account or create a new En Masse account.
Once you've signed into your game through Steam, you can access your account details by clicking on your user icon on the top right of the launcher.
View ArticleCommon Problems
Where can I play TERA on PS4?
Where can I play TERA on Xbox?
Where can I play TERA on PC and using American servers?
Select your Platform!
How do you like to play TERA?
Windows
En Masse is the North American publisher for TERA. The following countries can access our North American servers through direct download, playing on our En Masse launcher.
North America
Bermuda
Canada
Greenland
Mexico
Saint Pierre and Miquelon
United States of America
Europe
Andorra
Albania
Austria
Aland Islands
Bosnia and Herzegovina
Belgium
Bulgaria
Belarus
Switzerland
Cyprus
Czechia
Germany
Denmark
Estonia
Spain
Finland
Faroe Islands
France
United Kingdom of Great Britain and Northern Ireland
Guernsey
Gibraltar
Greece
Croatia
Hungary
Ireland
Isle of Man
Iceland
Italy
Jersey
Liechtenstein
Lithuania
Luxembourg
Latvia
Monaco
Moldova, Republic of
Montenegro
Macedonia, the former Yugoslav Republic of
Malta
Netherlands
Norway
Poland
Portugal
Romania
Serbia
Russian Federation
Sweden
Slovenia
Svalbard and Jan Mayen
Slovakia
San Marino
Turkey
Ukraine
Holy See
Africa
Reunion
Antarctic Region
Antarctica
Bouvet Island
Heard Island and McDonald Islands
South Georgia and the South Sandwich Islands
Asia
Azerbaijan
Georgia
Malaysia
Philippines
Singapore
The Caribbean
Antigua and Barbuda
Anguilla
Aruba
Barbados
Saint Barthelemy
Bonaire, Sint Eustatius and Saba
Bahamas
Cuba
Curacao
Dominica
Dominican Republic
Grenada
Guadeloupe
Haiti
Jamaica
Saint Kitts and Nevis
Cayman Islands
Saint Lucia
Saint Martin (French part)
Martinique
Montserrat
Puerto Rico
Sint Maarten (Dutch part)
Turks and Caicos Islands
Trinidad and Tobago
Saint Vincent and the Grenadines
Virgin Islands (British)
Virgin Islands (U.S.)
Central America
Belize
Costa Rica
El Salvador
Guatemala
Honduras
Nicaragua
Panama
Middle East
Israel
Oceania
American Samoa
Australia
Cook Islands
Fiji
Micronesia (Federated States of)
Guam
Kiribati
Marshall Islands
Northern Mariana Islands
New Caledonia
Norfolk Island
Nauru
Niue
New Zealand
French Polynesia
Papua New Guinea
Pitcairn
Palau
Solomon Islands
Tokelau
Tonga
Tuvalu
United States Minor Outlying Islands
Vanuatu
Wallis and Futuna
Samoa
South America
Argentina
Bolivia (Plurinational State of)
Brazil
Chile
Colombia
Ecuador
Falkland Islands (Malvinas)
French Guiana
Guyana
Peru
Paraguay
Suriname
Uruguay
Venezula (Bolivarian Republic of)
Countries are blocked to meet licensing agreements or because a high volume of fraudulent traffic comes from the country. See Why Some Country IP Addresses Are Blocked for more information.
Xbox One
TERA is available on Xbox One if you have an Xbox Gold Membership Account. A Gold Membership Account is required to play any MMO on Xbox. You can play TERA on Xbox in the following countries:
Argentina
Australia
Austria
Belgium
Brazil
Canada
Chile
Colombia
Czech Republic
Denmark
Finland
France
Germany
Greece
Hungary
Ireland
Italy
Mexico
Netherlands
New Zealand
Norway
Poland
Portugal
Slovakia
Spain
Sweden
Switzerland
United Kingdom
United States
PlayStation
TERA is available for players in Japan, North America and Europe on PlayStation4. While transfers between servers are not available, players may be able to choose different regions when they set up their PlayStation account. You do not need a PlayStation Plus account to play TERA, but your PlayStation Plus membership will give you access to exclusive bundles. Check out the default PlayStation Account settings for each country below.
PlayStation North America
Canada
Mexico
United States
PlayStation Japan
Japan (in Japanese)
Playstation Europe
Australia
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Kuwait
Lebanon
Luxembourg
Malta
Netherlands
New Zealand
Norway
Oman
Poland
Portugal
Qatar
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
Ukraine
United Kingdom
View ArticleCommon Problems
How do I reset my password?
I've forgotten my secret answer.
I can't log in to send a support request!
Reset your password
You can reset your password through our password reset portal. You'll need access to the email associated with your account and your secret answer.
If you can't remember your secret answer, or no longer have access to that email account, please e-mail [email protected]
Activate your account
Before we can activate your account, we need you to open the email titled "Your registration is almost complete!" and click on the activation link. This email from En Masse normally arrives within a minute or two after you complete your registration. Sometimes it can take up to 15 minutes, depending on your Internet service provider. If you didn't receive your activation email, Activating Your Account can help you.
Account Armor
To protect your account, whenever you try to log into your En Masse account or game launcher from an unknown device, we'll ask you to enter a code, which you’ll receive automatically. This Account Armor Security Services code will be valid for 30 minutes. You can disable this security feature through your En Masse account, but we strongly encourage you to keep it enabled.
If you didn't receive your code, our Account Armor Issues article can help you.
User Authentication Failed
This message will display for two reasons:
Your computer is in a physical location that does not allow access to game servers; or
Your account has been blocked, possibly for participating in or being involved with actions that have violated En Masse’s Terms of Service.
Why Some Countries' IP Addresses Are Blocked goes into further details.
Still Can't Get Into Your Account?
If you have an account, but still can't get into it, and the above situations do not apply, please send an e-mail to support [email protected].
View ArticleNovember 13 2019 marks the 10-year anniversary of En Masse Entertainment!
To mark the occasion and thank all of you for your years of support, we'll be rewarding 30 EMP every day to every player who logs in toClosers,TERAPC, orTERAConsole between November 9 and ThanksgivingThursday, November 28. The event ends at midnight PDT on Thursday, November 28.
How do I claim my EMP?
Sign into a game and play a character! The EMP will be automatically added to your total EMP balance. You don't need to claim it from an item claim or do anything else.
If you are playing, or leave open, our games 24 hours a day, you will need to quit and restart the game once a day to have the EMP added to your account.
EMP Reward Details
Players who log into Closers, TERA PC, or TERA Console between Saturday, November 9 and Thursday, November 28 will receive 30 EMP.
You receive the 30 EMP reward ONCE per account per day during the promotion.
Logging in on November 13 or November 14 will grant you an anniversary reward of 400 EMP. You'll get 1,000 EMP if you log in every day.
Rewards reset daily at 4 a.m. PDT.
The event ends at midnight on November 28, 2019.
View ArticleCommon Problems
Why can't I find Velika?
Where's Kaiator?
Why can't I see my server and characters if I sign in through Steam?
If you are in North America, you can play TERA through Steam. If you are in a different region, another publisher may have the rights to publish TERA on servers in that area. If that's the case, you will sign into different servers and have an account with another publisher.
If you wish to play on our North American servers and aren't in our Steam region, you may be able to play through our En Masse Launcher, Where Can I Play TERA?
If you need help with a different publisher’s servers or codes, please contact their customer support team.
View ArticleCommon Problems
My patch stalled.
The play button won't work on the launcher.
One of my characters is stuck.
The En Masse Launcher contains a built-in repair tool that refreshes your files and is a common first step for fixing problems. The repair tool checks for missing, corrupt, or outdated files and replaces them. File corruption is rare, but generally happens if something odd occurs while a file is being saved.
To repair your game files, open the En Masse Launcher and select Options > Repair. The process will start immediately.
Repairing can take several minutes, depending on the size of the files being downloaded. Please be patient!
Play Button is GrayedOut
My patch stalled
If five minutes have passed and your patch progress bar still hasn't progressed, using the repair tool is a good next step. If your problem persists, see Troubleshooting: the Patch Progress Bar is Stuck.
I can't press Play
Running Repair can fix this issue. There are a few steps you might want to try first, though; see our article.
My character is stuck
Sometimes a character can get stuck in a region because the file for that region has been corrupted. Using the repair tool generally fixes this problem and allows your character to load correctly into their region.
View ArticleCommon Problems
Laggy game
Connection issues on Xbox or PlayStation
Everyone occasionally gets disconnected from the internet, but if you're disconnected on a regular basis or have connectivity issues such as persistent lag, we've written a few troubleshooting steps.
PlayStation and Xbox also have detailed troubleshooting guides to help you:
Xbox connection issues
PlayStation connection issues
Restart your modem and router
Your modem and router allow you to access the Internet. If you are disconnecting from game try restarting your modem (and your router, if you have one). If you are not confident you know how to restart your modem can contact your Internet Service Providerfor the official way to reset your modem.
Check your wireless connection
Your wireless signal can lose strength as you get farther away from the source, especially indoors, where walls get in the way. Moving your console closer to the router (or vice versa) may improve your signal. If you can't improve your wireless signal strength, consider using a wired Ethernet connection
Run a connectivity test
Microsoft and Sony offer tools on their consoles that allow users to diagnose their connections.
PS4
X-Box One
Contact Your Internet Service Provider
If you still cannot maintain a steady internet connection, contact your Internet Service Provider (ISP). They have tools which can quickly diagnose your problem and get you back online.
If the error persists
If you continue to get this issue, please send us a support request. To help us troubleshoot this issue, please provide as much information as possible.
What you've already tried (checked for connection settings, restarted etc).
What character, class and race does it happen to?
Does this issue happen in the open world or in a dungeon (and if so, what dungeons does it occur it?).
Does it happen with specific bosses?
Does it happen at a specific time of day?
Does it happen when you use a specific skill?
How many people are in your party when this happens?
View ArticleCommon Problems
What can I manage through my En Masse account?
How do I create an En Masse Account?
When playing on PC you'll be prompted to create or sign into En Masse account when you launch the En Masse Launcher or try to play an En Masse game on Steam. You can also create an account directly through our website.
When playing our games on console you have the option of creating and linking an En Masse account to your games account.
Before you can use your En Masse account you'll need to activate it.
Choose Your Public Identity
When first logging in to your En Masse account you'll create a public identity (nickname). Your public identity will be the name that will be used whenever you post on En Masse forums or contact our support team for assistance. Please choose your name carefully as you won't be able to change your nickname on the account yourself.
If you decide that you'd like a different public nickname, you will have to contact support and verify that you are the owner of the account. Once your public nickname is changed, it will change forallforum posts, including those you have made in the past.
Choose Your Secret Question
You can use your secret question to reset your password if you lose access to your e-mail account. Choose your question with care as you'll need to contact support if you need to change your question.
Account Settings
Through Account Settings you can manage your login details (e-mail and password) and your mailing list preferences. You can manage your account armor settings and view any payment methods on file.
Connected Accounts
You can view what third party apps you're connected to (Like Steam, Breach, or Twitch) and disconnect from them, if you wish.
Games
From this screen you can see what games you have with us and download the En Masse launcher to start playing.
For TERA PCyou can also manage your Elite Status and transfer characters between North American servers.
Redeem a Code
Through this page you can use codes you've received. You can also check on the status of unredeemed codes that haven't delivered properly to your account and resend them to your account. Redeeming En Masse Codes
View ArticleCommon Problems
What buttons do I press?
How do I play co-op on PC?
Co-op play
When you plug in a second controller select Join to go into co-op play.
Or select Join (or Drop out) through the Pause menu.
To play on Windows or macOS you'll need to use two compatible controllers. Every time you use the keyboard or mouse the display will snap back into solo mode. Pressing any button on your controller will get you back into co-op play.
Desktop Computers
Use Command +F to switch between full screen and window mode in macOS. Use Alt+Enter to switch between full screen and window mode in Windows.
Keyboard and Mouse
Use the Mouse to move your character
Left Mouse Button = Interact/Attack
Right Mouse Button = Special Move
Space = Block
D = Next Hero
A = Previous Hero
Q = Medkit
E = Coke
R = Buddy Special Ability
W = Buddy Swap
F = Swap between Buddy Stay and Buddy Follow
Tab = Journal
M = Map
J = Quest
P = Party
I = Items
K = Crafts
Esc = Menu
Alt = Loot Highlight
Nintendo Switch
Xbox Controller
PlayStation 4
View ArticleThe Elin Super Garment Bag contains a random elin costume from over 175 looks. Costumes from this box can only be worn by elins. It's not always on sale, so grab the chance when you can! When it is available you can purchase it through the in-game store or on our website.
Random costumes in the garment bag include:
Lady in Red
Cat Suit
Leopard Leotard
Blue Team Captain Uniform
Red Team Captain Uniform
Blue Volleyball Team Uniform
Red Volleyball Team Uniform
Blue Running Togs
Red Running Togs
Elin Santa Suit
Elin Snowsuit
Elin Pirate Costume
Elin Party Boat Cadet (White)
Elin Party Boat Cadet (Red)
Elin Party Boat Cadet (Navy)
Elin Party Boat Cadet (Steel)
Elin Clockwork Corset
Elin Dragonfall CC Uniform
Elin Val Kaeli SoC Uniform
Elin Sisters of Frost Uniform
Elin Arcadian Academy Uniform
Elin Triple-T Uniform
Elin Ruby Tuxedo Top
Elin Tuxedo Top
Elin Castanica Tech Uniform
Elin Icaruna School for Girls Uniform
Elin Charcoal Eldritch Academy Uniform
Elin Ivory Eldritch Academy Uniform
Legitimate Business Suit (Elin)
Elin Bloodshadow Ninjagi
Elin Maid Uniform
Elin Sailorsuit
Elin White Scrubs
Elin Pink Scrubs
Elin Night Shift Scrubs
Elin Festival Dress
Elin Sun Dress
Elin Traveling Dress
Elin Watered Silk Dress
Elin Plum Blossom Dress
Elin Rogue's Garb
Elin Phoenixclaw Gi
Princess Rida's Maid Uniform
Elin Peg-Leg Pirate Costume
Pink Ruffled Swimsuit
Blue Ruffled Swimsuit
Sunny Ruffled Swimsuit
Elin Party Boat Captain (White)
Elin Party Boat Captain (Red)
Elin Party Boat Captain (Navy)
Elin Party Boat Captain (Steel)
Elin Feral Valley Jr. High Uniform
Elin Blue Frill Bikini
Elin Pink Frill Bikini
Elin Yellow Duckie
Elin White-Stockings
Elin Floral Maillot
Elin Black-Stockings Maillot
Elin Skyblue Polka Dot Maillot
Elin Pink Polka Dot Maillot
Elin Dyeable Clockwork Corset
Elin White Cocktail Dress
Elin Black Cocktail Dress
White Legitimate Business Suit (Elin)
Elin Nightfall Ninjagi
Elin Housekeeper Uniform
Seren's Night School Uniform
Elin Angel-Striped Swimsuit
Elin Devil-Striped Swimsuit
Elin Asian Silk Dress
Elin Police Day Shift Uniform
Elin Police Night Shift Uniform
Elin Dress Police Uniform
Elin Headliner's Coat
Elin Ingenue's Coat
Elin Rose Petal Dress
Elin Drill Team Uniform
Elin Cheer Squad Uniform
Elin Blackguard's Leathers
Elin Varsity Blue Dogs Outfit
Elin Gothic Elegance
Elin Snowsilk Dress
Elin Golden Snowsilk Dress
Elin Wintersilk Dress
Elin Frostsilk Dress
Dyeable Elin Phoenixclaw Gi
Princess Arin's Maid Uniform
Silver Elin Devilicious Costume
Gold Elin Devilicious Costume
Red Elin Devilicious Costume
Bewitching Elin Costume
Elin Moonlight Party Dress
Elin Midnight Party Dress
Elin Tat-Sleeve Suit
Elin Elite Bloodshadow Ninjagi
Elin Elite Nightfall Ninjagi
Elin Parlor Maid Uniform
Elin Chamber Maid Uniform
Seren's Night School Dyeable Uniform
Elin Kitty-Cat Club Costume
Elin Black Cat Club Costume
Elin Beach Party Hostess
Elin Dyeable Asian Silk Dress
Elin Dyeable Class A Police Uniform
Elin Colorful Cat Club Costume
Elin Drill Team Color Guard
Elin Cheer Squad Captain
Elin Airy Aurora Dress
Elin Jeans and Jacket
Elin Gothic Medley
Midnight Maillot Swimsuit
Dyeable Elin White-Stockings Maillot
Dyeable Elin Black-Stockings Maillot
Elin Devilicious Costume
Black Elin Devilicious Costume
Dyeable Bewitching Elin Costume
Dyeable Princess Rida's Maid Uniform
Dyeable Princess Arin's Maid Uniform
Elin Snowbelle Wrap
Elin Dyeable Snowbelle Wrap
Elin Dyeable Sailorsuit
Elin Personalized White Scrubs
Elin Personalized Pink Scrubs
Elin Personalized Night Shift Scrubs
Elin Merry Sunshine Dress
Elin Castanica Demons Outfit
Dyeable Elin Gothic Elegance
Elin Chubby Bear
Elin Bouncy Bunny
Elin Cuddly Kitty
Elin Perky Panda
Elin Rascally Raccoon
Elin Sad Puppy
Elin Penguin Suit
Elin Caring Bear
Elin Pinky Pig
Elin Lucky Duck
Elin Black Sheep Down
Elin Merry Little Lamb
Elin Cotton Candy Fleece
Elin Scintillating Bear
Elin Fleece of Many Colors
Elin HYDRATH Uniform
Elin Dyeable HYDRATH Uniform
Elin Sweet Beats Outfit
Elin Summer Sprinkle Raincoat
Dyeable SWAT Team Uniform
SWAT Team Uniform
Elin Cowgirl Costume
Elin Green Picnic Dress
Party Dress (Elin)
Cocktail Dress (Elin)
Elin Maid Costume
Wedding Dress (Elin)
Elin Dyeable Chiffon Dress
Chiffon Dress (Elin)
Elin 2017 Bow-Tie Bikini
Elin Beach Wrap
Elin Summer Wrap
Elin Bronze Bikini
Dyeable Wedding Dress (Elin)
Elin Blue Sky Costume
Elin Starglow Costume
Elin Homemade Costume
Dyeable Elin Homemade Costume
Elin Star Honey Outfit
Dyeable Elin Star Honey Outfit
Elin Cutie Star Shopping Spree Box
Elin Flight Suit
Elin Dyeable Flight Suit
Elin Dyeable Frost Suit
Elin Frontera Frost Suit
Elin Celestial Costume
Elin Dyeable Celestial Costume
Elin Collared Halter
Elin Dyeable Collared Halter
Elin Collared Bikini
Elin Dyeable Collared Bikini
Elin Non-Dyeable Pixie Costume
Elin Dyeable Pixie Costume
View ArticleCommon Problems
Where is the calendar?
When will the calendar come back?
Because of a game-breaking exploit the calendar login benefits are no longer available. This extra game feature will return only if it can be activated in a way that does not expose the game to harm.
View ArticleThere are two kinds of emotes in Closers!
One kind of emote gives you the ability to hover images above your head, for a quick bold statement. Everyone starts with with a range of emotes, and sometimes further emotes can be crafted during special events.
The other kind of emote allows you to express yourself through movement, and sometimes even summon props or slightly more magical abilities.
How to Use Statement Emotes
To set up these emotes select Menu > Emotes.
Select emotes you want to use and drag them onto the wheel.
To activate the emote, hold down TAB and then press the arrow key in the direction of the emote you want to use.
How to Use Movement Emote Skills
Emote movement skills can be activated thought the chat menu. Press Enter, and then write the chat command for your emote.You can find the emote for any skill by hovering over it in your skills menu. Press Kto get to Skills and select the Emotes tab.
Emotes, like any other active skill, can be activated through your skill bar. Drag the skill onto the skill bar and press the letter associated with it to activate your skill.
Within housing, you can also select emotes from the bar at the bottom of your screen. You can click on the emote, or press the number that represents that emote.
Here, Seth is crying that she forgot to clean up the Harpas Sofa Set before people came to visit.
View ArticleCommon Problems
How do I send in a support ticket?
How do I contact someone with my issue?
If you’re a developer looking to partner with us, please contact us through our developer portal.
If you’re a creator interested in our creator program, please contact us through our creator portal.
Otherwise, the best way to contact En Masse is to submit a support request through our website using an En Masse Account. When properly formatted, a support request ensures your message gets through to the right person.
Click Submit Requeston the top right of one of our Support Pages, orContact Support on our front page to begin the sign in/sign up process.
Linking Xbox or PlayStation to Your En Masse Account
If you've played any MMO published by En Masse on PC or have used the En Masse launcher, you already have an En Masse account. Use that to sign in.
If you play our games on a console or play a non-MMO game through Steam (such as Stranger Things: The Game) you may need to create an En Masse account to use the Customer Support platform.
The best way to create an En Masse account if you're playing one of our games on Xbox One or PlayStation 4 is to follow the prompts when you sign in to TERA . This will ensure your TERA Console account and En Masse account are linked and allow us to help you more effectively. You don’t have to link your accounts to file a support ticket, but you will need an need an En Masse account (You can link your Console account at a later date).
Once you've signed in to your En Masse account, please provide as many details about your situation as you can, like your character’s name, what server you’re one, the name of any quests or items giving you difficulty, important times, and so on.
View ArticleCommon Problems
How do I change my e-mail for my account?
Can I change my En Masse password?
How do I reset my password?
Changing Your Email Address.
Have you changed your email address? Don't forget to update your En Masse account!
Log into .
Click on Account Settings.
SelectEditnext to your old email address.
You will be asked to enter and then confirm your new email address.
Your account will now show your new email as pending. You can resend a verification email to your old e-mail using Resend Verificationor cancel the change with Cancel Request.
Check your old email account for an email with the subject "Email Address Change Request".
Click on the verification link in the email and you will be asked to sign in with your new email account.
Changing Your Password.
Log into .
Select Account Settings.
Under Login Details, selectEditnext to your old password (which will be displayed as ********).
You'll be asked to enter your current password, a new password, and then to confirm your new password.
Your password must:
Have 8 or more characters.
Use at least 2 of the following: letters (a-z, A-Z), digits (0-9), or symbols (-+=@^&\%/?!#).
Not contain your email name or email domain.
SelectUpdate
Resetting a Forgotten Password.
Go to http://account.enmasse.com
SelectSign in.
SelectProblems signing in?
Enter your email address.
Answer your secret question.
Check your email for the subject "Password Change Request".
Follow the instructions in the email and select the link.
Enter and confirm your new password.
View ArticleCommon Problems
How long does it take to delete a character in TERA?
Does level influence how a character is deleted?
I can't get in to my game, because I have too many characters!
In TERA, characters under level 40 that are deleted will be removed immediately.
For characters level 40 and above, you have 24 hours to change your mind!
This can be helpful if you forgot to empty their inventory. It can be particularly helpful if you went over the character maximum after a server merge and need to get into the game, to either apply extra character slots or shuffle things around before picking who to delete permanently.
Items in your bank are shared between all characters and won't be deleted.
To delete a character on console:
Go to the character selection screen and press R3/Right Stick
Confirm that you want to delete your character.
Once you've confirmed, a level 40 or above character will have a trashcan icon next to their name.
If you click on the character it will show you how much time your character has left. From there press R3/Right Stick to cancel their deletion.
Confirm that you'd like to cancel their deletion.
View ArticleCommon Problems
How do I debug my launcher on Steam.
How do I generate log files on Steam.
Occasionally there are issues with the En Masse Launcher. We take these issues seriously. If you have problems with the launcher, please send us a support ticket with developer logs (host.developer.log). Thank you for your help!
If you’re having difficulties while using the En Masse Launcher (not on Steam), please see Gathering Logs for the En Masse Launcher.
How to log En Masse Launcher issues in Steam
Go to your Steam library, then right-click on an En Masse game and selectProperties.
Select Set launch options.
Add --debug.
Click OK.
Create and send your logs
Run your game from your Steam library, and go through the steps that reproduce the issue you're having.
Go through the steps that reproduce the issue you're having.
The debugger can run for as long as you need it to.
After seeing the issue again, exit the game and close the launcher completely.
Go to /Users/username/AppData/Local/Solid State Networks/launcher
If you can't find this path, you may need to turn onShow Hidden Files and Folders inControl Panel > Appearance and Personalization > File Explorer Options.
There should be a file calledhost.developer.log in that folder.
Attach this file to your support ticket.
Thank you for your help!
View ArticleCommon Problems
What is EMP?
How do I get EMP?
What discounts can I get?
Where's my EMP login bonus?
En Masse Points (or EMP) are the currency used to purchase special items and premium services for En Masse games.
EMP on different platforms
EMP for PC, Xbox and PlayStation all operate separately. EMP can't be transferred between platforms, so please make sure you purchase EMP from the correct platform.
EMP login bonuses and special events
If you get an EMP login bonus, for a special event or as part of an ongoing subscription, it is generally delivered straight into your wallet. You can see your EMP balance in the EMP store of a game.
For EMP login bonuses to be triggered you need to completely quit the game and log back in again.
How do I buy EMP?
You can purchase EMP for PC from the En Masse Store. Once you buy EMP, you may need to log out of your account and back before you can see your new balance. You can also purchase EMP in-game, through Xbox and PlayStation.
What is the dollar-to-EMP conversion?
There's no exact conversion. The base value is 100 EMP per $1 USD.You can get more EMP for your dollar by purchasing bundles. Any local taxes will be added to the final cost.
Do I get a discount for buying larger blocks of EMP?
You'll get bonus EMP for purchasing larger packages:
1,000 EMPNo Bonus
2,200 EMP10\% Bonus
4,600 EMP15\% Bonus
12,000 EMP20\% Bonus
View ArticleHow does GDPR apply to me?
En Masse Entertainment has decided to apply the privacy and data protections of the General Data Protection Regulation (GDPR) to all players, regardless of where they live.
How can I manage my information?
We provide tools on our En Masse account pages for you to manage your information including:
Clear billing information for services provided by En Masse.
Ability to change your email.
Ability to change your public identity.
Ability to change your email sharing preferences.
At your request, we can provide you with a player account summary with the information we have stored about you.To protect the privacy of our players and to ensure we confirm your identity, you must submit your request through our support portal.
How do I delete my game data?
To delete your game data, please send us a request through the support portal, stating that you want to delete your account. To protect our players and to ensure we confirm your identity, you must submit your request through our support portal. Please make sure your subject includes "GDPR Deletion of Data".
We'll delete or anonymize your personally-identifiable datain accordance with the GDPR. If we can’t identify any given data as belonging to you, we may retain it.
Once we receive your request, we'll reply to the ticket, asking if you're sure you want to delete your data. Deleting your data will mean you'll permanently lose all game progress for all En Masse games, and we won't be able to restore it if you change your mind. This includes items, characters, and expansions.
What sort of information do you collect?
We try to minimize the amount of information we collect, while ensuring we have enough data to give you a high-quality gaming experience. Check out our Privacy Policy for more information.
View ArticleCommon Problems
What platforms can I getStranger Things 3: The Gameon?
Stranger Things 3: The Game can be purchased on Nintendo Switch, Xbox One, PlayStation, Windows 10, and macOS.
En Masse Launcher
Steam
Xbox One (all regions)
PlayStation 4 (North America and Europe, coming soon to Asia)
Nintendo Switch (North America and Europe, coming soon to Japan)
The following countries can purchaseStranger Things 3: The Game through the En Masse Launcher (PC) and Steam (PC and macOS).
North America
Bermuda
Canada
Greenland
Mexico
Saint Pierre and Miquelon
United States of America
Europe
Aland Islands
Albania
Andorra
Austria
Belarus
Belgium
Bosnia and Herzegovina
Bulgaria
Croatia
Cyprus
Czechia
Denmark
Estonia
Faroe Islands
Finland
France
Germany
Gibraltar
Greece
Guernsey
Holy See
Hungary
Iceland
Ireland
Isle of Man
Italy
Jersey
Latvia
Liechtenstein
Lithuania
Luxembourg
Macedonia, the former Yugoslav Republic of
Malta
Moldova, Republic of
Monaco
Montenegro
Netherlands
Norway
Poland
Portugal
Romania
Russian Federation
San Marino
Serbia
Slovakia
Slovenia
Spain
Svalbard and Jan Mayen
Sweden
Switzerland
Turkey
Ukraine
United Kingdom of Great Britain and Northern Ireland
Africa
Algeria
Egypt
Libya
Morocco
Reunion
South Africa
Tunisia
Western Sahara
Antarctic Region
Antarctica
Bouvet Island
South Georgia and the South Sandwich Islands
Heard Island and McDonald Islands
Asia
Afghanistan
Armenia
Azerbaijan
Bangladesh
Bhutan
Brunei Darussalam
Cambodia
Georgia
Hong Kong
India
Indonesia
Japan
Kazakhstan
Korea, Republic of
Kyrgyzstan
Lao People's Democratic Republic
Malaysia
Maldives
Mongolia
Nepal
Pakistan
Philippines
Singapore
Sri Lanka
Taiwan
Tajikistan
Thailand
Timor-Leste
Turkmenistan
Uzbekistan
Viet Nam
The Caribbean
Anguilla
Antigua and Barbuda
Aruba
Bahamas
Barbados
Bonaire, Sint Eustatius and Saba
Cayman Islands
Cuba
Curacao
Dominica
Dominican Republic
Grenada
Guadeloupe
Haiti
Jamaica
Martinique
Montserrat
Puerto Rico
Saint Barthelemy
Saint Kitts and Nevis
Saint Lucia
Saint Martin (French part)
Saint Vincent and the Grenadines
Sint Maarten (Dutch part)
Trinidad and Tobago
Turks and Caicos Islands
Virgin Islands (British)
Virgin Islands (U.S.)
Central America
Belize
Costa Rica
Guatemala
Honduras
Nicaragua
Panama
El Salvador
Middle East
Bahrain
Iraq
Israel
Jordan
Kuwait
Lebanon
Oman
Palestine, State of
Qatar
Saudi Arabia
United Arab Emirates
Yemen
Oceania
American Samoa
Australia
Cook Islands
Fiji
French Polynesia
Guam
Kiribati
Marshall Islands
Micronesia (Federated States of)
Nauru
New Caledonia
New Zealand
Niue
Norfolk Island
Northern Mariana Islands
Palau
Papua New Guinea
Pitcairn
Samoa
Solomon Islands
Tokelau
Tonga
Tuvalu
United States Minor Outlying Islands
Vanuatu
Wallis and Futuna
South America
Argentina
Bolivia (Plurinational State of)
Brazil
Chile
Colombia
Ecuador
Falkland Islands (Malvinas)
French Guiana
Guyana
Paraguay
Peru
Suriname
Uruguay
Venezula (Bolivarian Republic of)
Countries are blocked to meet licensing agreements or because a high volume of fraudulent traffic comes from the country. See Why Some Country IP Addresses Are Blocked for more information.
View ArticleCommon Problems
What do I do with a payment error code?
Download stalled.
Where's my game?
If you have difficulties downloading or paying for your game, who you need to contact will depend on where you purchased Stranger Things 3: The Game.
Download and Payment Issues
Select platform specific instructions:
Windows (En Masse Launcher & Steam)
En Masse Launcher
Purchase Issues
If you have difficultiesmaking purchases through the En Masse Store:
Confirm that all of your payment and billing information is correct.
Confirm that funds are available in your account.
Allow time for your transaction to complete.
Attempt your transaction again.
If you get Error 203, it means there are technicaldifficulties with your PayPal payment. You should contact PayPal to resolve this issue.
Download Issues
If you're having difficulty downloading your game, our launcher support articles may help you. https://support.enmasse.com/hc/en-us/sections/360001687034-Launcher
Steam
Purchase Issues https://help.steampowered.com/en/wizard/HelpWithPurchase
Installation and Download Issues https://support.steampowered.com/kb_article.php?ref=2274-IFLV-5334
Xbox
Purchases and Billing Issues https://support.xbox.com/en-US/billing/payment-and-purchases/
Downloads and Troubleshooting https://support.xbox.com/en-US/browse/games/troubleshooting
PlayStation
Purchases and Billing Issues https://support.playstation.com/s/billing-payments
Downloading PS4 Games https://support.playstation.com/s/article/Download-PlayStation-Store-Purchases-to-the-PS4
Troubleshooting issues https://support.playstation.com/s/search-results?searchTxt=troubleshooting
Steam
Steam for macOS https://store.steampowered.com/macos
Steam macOS Support https://support.steampowered.com/kb_cat.php?id=81
Purchase Issues https://help.steampowered.com/en/wizard/HelpWithPurchase
Installation and Download Issues https://support.steampowered.com/kb_article.php?ref=2274-IFLV-5334
App Store
Stranger Things 3: The Game is not yet available in the App Store, but it will be at a future date.
Purchases and Billing Issues https://support.apple.com/en-us/HT203005
Downloading games from Apple https://support.apple.com/en-us/HT204266
Nintendo Switch
Purchases and Billing Issues https://en-americas-support.nintendo.com/app/answers/list/p/897/kw/purchase/search/1
Download issues https://en-americas-support.nintendo.com/app/answers/detail/a_id/28152/p/897
Mobile
Stranger Things 3: The Game is not yet available on mobile, but it will be at a future date.
App Store
Purchases and Billing Issues https://support.apple.com/en-us/HT203005
Downloading Games https://support.apple.com/en-us/HT204266
Google Play/Android
Purchases and Billing Issues https://support.google.com/googleplay/answer/1267137?hl=en&co=GENIE.Platform=Android
Download Issues https://support.google.com/googleplay/answer/7513003?hl=en&ref_topic=3365284
View ArticleTL;DRPlay fair and respect other players.
The Rules of Conduct are guidelines that we ask you to follow when playingany En Masse title, or participating on our forums websites.
Ignorance of these rules does not excuse violating them. Make sure you're familiar with our Rules of Conduct, play fair and respect other players.Violations may result in a temporary suspension or a permanent ban.
To report violations of the Rules of Conduct or Terms and Conditions, please send us a support request. Make sure you include:
The name of the player or character that violated our rules.
What server they are on.
When the violation(s) happened.
Please send us screenshots and any other evidence in your support request.
View ArticleCommon Problems
I forgot my password.
My password doesn't work.
I need to change my password.
You can reset your password through our password reset portal. You'll need access to the email associated with your account and your secret answer.
If you can't remember your secret answer or no longer have access to that email account contact Support by [email protected].
View ArticleCommon Problems
Why didn't I get my account armor code?
My account armor code doesn't work.
We use Account Armor Security Services to protect players’ accounts. Whenever you try to log into your En Masse account or game launcher from an unknown device, we'll ask you to enter a code, which you’ll receive automatically. This Account Armor code will be valid for 30 minutes. You can disable this security feature through your En Masse account, but we strongly encourage you to keep it enabled.
I didn't get my Account Armor code
If you don't get your Account Armor code in 15 minutes (and it should take less than a minute or two) check your spam, all mail, or promotional folder (if you have filtered views).
e-mail Support
If that doesn't work:
Your spam filter may have misidentified the message as spam. Add "[email protected]" to your approved contact list.
Log in to your En Masse account.
Select Resend Code.
If you've done this and your Account Armor code doesn't arrive within 30 minutes, please .
My Account Armor code doesn't work
If you've entered your Account Armor code within the 30-minute window and your code doesn't work, it could be because you've requested your account code multiple times. Only the most recent request and code response is valid. So, if you've requested your account code three times, you'll need to wait until the third and final Account Armor email comes through.
If it takes 30 minutes or more to get your account code, please don't request more account codes. There's most likely a system issue and further requests could add to delays. Send us a support request and we'll help you as soon as possible.
View ArticleCommon Problems
What's an Account Armor code and why should I care?
How do I change which devices are authorized?
How do I turn off Account Armor?
How do I re-enable Account Armor?
Account Armor Security Services is an extra layer of protection that stops unauthorized devices from using your En Masse account. This service is turned on by default to keep your account safe.
Account Armor sends an authorization code to your email address whenever a new device tries to access your account. Without the code, the new device can't sign in. This makes things much more difficult for hackers, even if they have your password.
By default, the device you create your En Masse account with will have permanent authorization and all other devices will have temporary authorization. If you want other devices to use your account without needing a code every time you use them, selectRemember this device when you enter your code.
The account code only works for 30 minutes, so enter your code promptly after receiving the email. If you have difficulties accessing your account check our Account Armor issues page.
How to reset enabled devices
To change which devices are authorized:
Log in to yourEn Masse account https://account.enmasse.com.
Go toAccount Settings.
Under Account Armor select Edit.
TickDe-authorize all other devices nowand selectUpdate.
You'll be prompted to authorize your other devices the first time you use them.
How do I disable Account Armor?
We strongly encourage you to useAccount Armor Security Services. It plays a critical role protecting your account from hackers.
Log in to yourEn Masse account https://account.enmasse.com.
Go to Account Settings.
Under Account Armor select Edit.
TickDisable Account Armor (not recommended) and click Update.
How do I turn on Account Armor?
Account Armor will be turned on by default. If you need to re-enable Account Armor:
Log in to yourEn Masse account https://account.enmasse.com.
Go to Account Settings.
Under Account Armor select Edit.
TickProtect my account with Account Armorand selectUpdate.
View ArticleCommon Issues
How do I submit a ticket?
Where can I look at my old support requests?
Managing your requests
To view the requests that you've submitted, log into our support portal using your En Masse account. If you've created any tickets using our old system, you'll need to create a new support request. Please include your old incident/ticket number when creating the new request.
account.enmasse.com
Once you're signed into our support portal, you'll be able to view your request and activity in our help center. You'll sign into your account using your En Masse account, but the profile information through our help center will only apply to be for support issues. You’ll need to go to to manage your gaming profile.
Click on your signed in user profile and select My activities to look at your requests.
View ArticleCommon Problems
My launcher gets stuck at 50\%.
I can't update my game.
The game won't download.
Occasionally there are issues with the En Masse Launcher. We take these issues seriously, so if you have problems with the launcher we'd love you to send us a support ticket with developer logs (host.developer.log). Thank you for your help!
If you're having difficulties while using Steam, see Troubleshooting the En Masse Launcher on Steam.
Here’s how to send us logs from the En Masse Launcher:
Have or create a launcher shortcut.
Edit the shortcut's launcher path.
Run the launcher and send us the logs.
Create launcher shortcut
If you don't already have a shortcut to the En Masse Launcher on your desktop, you'll need to create one.
Go to the folder where your launcher is stored. By default that will beC:\Users\Public\Games\En Masse Entertainment\
Right click on the launcher and choose Send To > Desktop
Edit the shortcut's launcher path
To create the logs you'll need to add the --debug instruction to the end of launcher's path.
Right-click on the En Mass Launcher shortcut, then click on Properties.
Go to the Shortcut tab.
Go to the Target field and add --debug to the end of the file path. The end of the path should look something like: \Launcher\launcher.exe" --debug
Click OK.
Gather and send the logs
Use the shortcut to start the En Masse Launcher.
Go through the steps that reproduce the issue you're having.
The debugger can run for as long as you need it to.
After seeing the issue again, exit the game and close the launcher completely.
Go to /Users/username/AppData/Local/Solid State Networks/launcher
If you can't find this path, you may need to turn onShow Hidden Files and Folders inControl Panel > Appearance and Personalization > File Explorer Options.
There should be a file calledhost.developer.log in that folder.
Attach this file to your support ticket.
Thank you for your help!
View ArticleCommon Problems
The play button in the launcher doesn't work
I can't click on the play button
If the play button in the launcher is gray and can't be selected, here are some things to try.
Activate your En Masse account
You won't be able to play until you've activated your En Masse account. Look for the account activation email from En Masse in your inbox. Make sure to check your junk/spam folder as well, as emails from us are sometimes delivered there. See How do I activate my account for further information.
Open your launcher in administrator mode
Open the En Masse Launcher or the Steam launcher in administrator mode. This will allow it to run any necessary updates.
Right-click on the icon for your launcher and select Run as Administrator.
If asked whether you wish to allow the app to make changes to your computer, select Yes.
Check for connection issues
Sometimes Play is grayed out because your game couldn't finish downloading a patch. If you think that could be the problem, check out our connectivity troubleshooting guide.
Use our diagnostic tool
The En Masse Diagnostic Tool can provide you with more information. You'll find it in the En Masse Launcher under Options > Run Diagnostic.
View ArticleCommon Problems
Does my PC meet the game's minimum system requirements?
What is my internet speed?
Are my PC drivers up to date?
What are my IPCONFIG settings?
Which registry keys are being used by my PC using?
What sort of PC diagnostic reports can I get?
En Masse has a diagnostic tool built into our launcher. You can access it through the En Masse Launcher and on Steam. To access the En Masse Launcher on Steam, select the En Masse game you wish to play in the library. When the launcher opens, follow the steps below.
From the launcher select Options > Run Diagnostic.
Once the diagnostic tool has finished it will create an EME-Diagnostic.txt file on your desktop.
This report includes:
How well your computer and ports meet system requirements
Connectivity speed tests
DirectX diagnostics
Your open network connections
Relevant installed and running programs
Registry entries
Ways to use the diagnostic tool
Check to see if your drivers need updating
The diagnostic tool will tell you how recently your video card and network card have been updated. If you're experiencing performance issues, you can check to see what needs an update, and ensure you're running the latest and best firmware on your hardware.
View ArticleCommon Problems
How do I find all the gnomes?
How do I unlock a character?
How do I defeat a boss?
En Masse Customer Support does not answer gameplay questions or give gameplay hints and advice.
If you get stuck or have a game play related question, we recommend searching for phrases like "Stranger Things 3 game walkthrough", "Stranger Things 3 how do I unlock 11?" or "Stranger Things 3 game guide" in your web browser as there are a number of community and online guides available.
Happy hunting!
View Article
Working at En Masse
En Masse's Competitors
Recently Asked Questions
- How long does it take to hear back after applying to The Point Company?
- What unique perks and benefits does Carnegie Learning provide?
- What is Alexander Mann Solutions' policy towards pets in the workplace?
- How can I get hired at Parallon Business Solutions as a recent grad?
- Does Ensemble drug test or do a background check?