Every time I try to login, I get an error message saying “You do not have any active TERA accounts”. What can I do?
- This problem occurs if you registered an account before the F2P release, but did not enter any game or trial code. If this is the case for you, you should login into the account management system and click on Enter Code. Now enter the following code: TERA-F2P
- You can of course also create a new account with a different email address. Since the F2P launch it is no longer necessary for new accounts to redeem a key.
I bought TERA through the TERA Shop before the game went F2P, but I’m still a Free User. What can I do?
- Please get in contact with our support team. In order to do so, please visit our support portal under support.tera-europe.com, register a support account and create a ticket which includes as many details as possible.
A support representative will take care of your problem as soon as possible, so please be patient. There’s no need to worry about your TERA Club membership as you will be refunded for the time you lost.
In any case, please do not reverse your payment as our system will automatically block your account in that case.
I played TERA in the past but quit at some point. I’m now returning but can’t find my old characters. Have they been deleted?
- No, don’t worry. No character has been deleted! Due to a server merge in November, all characters were moved to new servers. For example, if you were on a PvP server before, you will find your characters on Killian now. If you were on an English PvE server, your characters are now on Fraya. Former German PvE players will find their characters on Hasmina.
I am currently on server “xxx”, but my friends are on server “yyy”. Could I have a server transfer please?
- Yes, you can! Please login to the account management and click on “Transfer Character” next to your game account. Please read the restrictions carefully! Afterwards please choose your server and your character, as well as the server you wish to transfer your character to. Note that you’ll only be allowed to transfer this character once so choose wisely!
At a later point we’ll also plan to implement fee-based character transfer. To get additional info about the free character transfer option please check our thread here.
My launcher is showing a “user authentification failed” error. What can I do?
- Please get in touch with our support team under support.tera-europe.com.
My launcher is having problems! It doesn’t launch or patch, or it closes itself after a certain time. What can I do?
- Sometimes it just takes some time, so please wait a moment. If the launcher is stuck, please open the Windows task manager and close the launcher.exe, and then open it anew. Also check your firewall and your antivirus software in case you need to unblock TERA. If the problem still occurs, download the launcher again from the account management system and replace the old file in your TERA folder.
If none of this helps, please contact our support team at support.tera-europe.com and create a new ticket.
- Please also be sure not to close the launcher while TERA is running as this can cause the game to crash.
I’m a TERA Club member, but I’m still missing some TERA Club items. When will I receive them?
- First of all, if you redeemed a key for either the Standard or Collector’s Edition after we went free-to-play on Tuesday, 5th of February 2013, please take a look at the FAQ entry related to those customers.
- Otherwise be sure to check all of your characters for the items. You may have received the strongbox keys for example on a different character than other club items. Please check the Item Claim menu in-game on all your characters first. You will also be able to move/trade most of these items to another character, in case you don’t want to have them on the character where you received them. This random distribution was available until the 11th of March 2013. Since then the whole distribution works the way that you log in on one of your characters and take the items from the Item Claim menu. The item package is visible for all your characters but you can only take it out once per account. Whenever you receive the items no other character will be able to pick those items up from the Item Claim. Only the village atlas will be available for all characters that already existed when the recent TERA Club membership cycle started. Characters created afterwards will be able to get the village atlas with the beginning of the next cycle.
Make sure to check our club membership page, to see which items you actually are eligible for. The list on this page shows the full amount of items you’re going to receive each month, this means for example that you won’t receive 10 keys for each character you create or which you have created in the past. - If you did all those checks above and still miss some items, please contact our support team via ticket and be sure to inform them, that you followed the above listed steps.
I redeemed a key for the Standard or Collector’s Edition on my account after TERA went free-to-play on Tuesday, 5th of February 2013. I’m missing the club items which I should normally receive.
When will I get those?
- Every affected customer should have received an email from us by now with a unique code. If you redeem this code through our website account management system, you'll receive the missing club items. In case you're still missing that email, code oder the club items, please contact our support team.
How can I join and manage my TERA Club subscription?
- Please log in to your account and click the TERA Shop button in-game. At the top of the shop, you will find a button for the TERA Club, click on that button and then on the button to become a TERA member, this will open your browser and leads you to the membership page. Choose your favourite way to pay and fill in all the information that’s needed. Enjoy your TERA Club membership! Please keep in mind that TERA Club membership can only be bought with real money. We can’t accept TERA Thalers for membership. You can also manage your club membership this way.
- You can also manage your club membership through the account management system on our website now.
Where can I find the cash shop in-game and how can I buy something?
- After opening the menu, you’ll find an additional button for the shop, which opens a new window in-game. Take your time to browse the shop to see if you find anything you like.
If you want to buy something from the shop, you need to add TERA Thalers (TT) to your account. Clicking the “Buy TT” button in the shop will open your browser with all the info you need. As soon as the Thalers are added to your account, you can start shopping. Enjoy your new items!
When I buy an item, will all my characters receive this item or only one character?
- You will receive this item only for one character, so make sure you buy the item for the correct character.
Why are there only so few items in the shop? I’d like to have more skins or mounts!
- We will be adding new items to the shop regularly. If nothing suits your taste this time, maybe next time you will find something fitting.
I bought something from the shop. Where can I get my items now?
- Open the menu and go to “Activities”, then click on “Item Claim”. You will find all the items you bought there.
I still have a gametime card. Can I still redeem it? I can’t find it anywhere in the account management system.
- Yes, you can still redeem those codes. In order to enter a gametime card code, please go in-game and open the TERA Shop. Click the TERA Club button at the top to open your browser. You will be shown different ways to become a member of the TERA Club. Click on “Redeem Code” and enter your gametime code. For the time your gametime card is valid, you will now be a proud member of the TERA Club.
I’m a Free User right now. Is it still possible to become a Veteran user?
- Yes, it is. There are still retailers who have some copies of TERA in stock. You need to buy one of these and enter the game code into the account management system. By doing so, your account will be upgraded to Veteran status and you will be able to enjoy all the associated privileges.
I have the village atlas item on one of my characters. I cannot remove this item and cannot delete my character, what should I do?
- We already requested some changes to this item. Until then, you'll need to contact our support team, so they can either remove the item or delete your character. When you create your ticket, please make sure to state, that you cannot delete your character due to this item.
Last Update: 03.04.2013
