Need help with account armor emails to my aol account

HelpMePlease Profile Options #1

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Hi I'm a beta tera player and I recently wanted to come back and try Tera again.

I've came back a few times in the past with account codes being sent to email in the past like 2 years ago normally. But now I don't know why but I haven't gotten ANY emails for my account armor codes.

It's been over a month and I haven't been able to get an account armor code sent to my aol email account.

I tried support ticket emailing them which has been almost a month as well with no reply.

I can't do live chat because it asks for an account armor code before I can even get to support chat which is redundant and ironic that my problem is account armor code yet I can't use the support since it requires me to login which then prompts me for my account armor code which I don't have because it's not being sent to my email.

So I made a new account in hopes I could get some help from live chat which was a bummer since (see below)

I can't do live chat because my account isn't an "elite status" account so I can't even talk to them for help.

So basically I'm locked out of my main account because

1. Did not receive account armor code emails
2. Can't use support with main account because requires account armor code
3. Can't use live chat with new account made because not elite status

Overall I'm stumped and I'm at a loss. So I've come to the forums looking for help.

Any help would be much appreciated

I don't know if I should post the email in question that isn't receiving the account armor code?
Edited by: HelpMePlease almost 3 years ago
counterpoint Profile Options #3

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I recommend that you send a PM to Minea on the forum with both your original email and the account you created the other ticket with so they can look to see if you got a reply there. I assume you actually went to the web interface (on the second account) to confirm there was no reply in there?

(Edit: No need -- see below.)
Edited by: counterpoint almost 3 years ago
Aliila Profile Options #4

4

Eme-title Associate Producer
Aliila Lvl.60
Tempest Reach (PVE)
Castanic Priest
Do you have the ticket number of the original support ticket that you sent in? It should not have been a month without any reply. I apologize if it fell through the cracks for reason. Please send me the ticket number and I'll pass it to the CS team to check it out.
HelpMePlease Profile Options #5

1

Aliila on 03/13/2015, 04:40 PM - view
Do you have the ticket number of the original support ticket that you sent in? It should not have been a month without any reply. I apologize if it fell through the cracks for reason. Please send me the ticket number and I'll pass it to the CS team to check it out.


I don't have the ticket number since I submitted the ticket through here http://support.enmasse.com/tickets/submit

which basically allowed me to submit a ticket without an account logged in and it just asked me for my email account which was the aol account I'm referring to. After that I just clicked submit.

Should I make a new ticket on this current new alt account? Or should I PM Minea or you? like the other poster said with my original main account email?
Edited by: HelpMePlease almost 3 years ago
counterpoint Profile Options #6

2

You can probably send the info to Aliila by PM.

I would also mention that there's a special kind of option in the Ticket system:

"I can't log into my account > I no longer have access to the original email address."

When you choose this option, they also ask you for a new email address. So if you created another email account (gmail or something), and then used that ticket method, it would allow them to be able to contact you at the new address instead of the old one (which, for whatever reason, seems to be getting blocked).
HelpMePlease Profile Options #7

1

counterpoint on 03/13/2015, 07:19 PM - view
You can probably send the info to Aliila by PM.

I would also mention that there's a special kind of option in the Ticket system:

"I can't log into my account > I no longer have access to the original email address."

When you choose this option, they also ask you for a new email address. So if you created another email account (gmail or something), and then used that ticket method, it would allow them to be able to contact you at the new address instead of the old one (which, for whatever reason, seems to be getting blocked).


Ah, I see thank you, I will try PMing Aliila now with my email account.

Thank you everyone for your help and replies in this.
Minea Profile Options #8

2

I recommend selecting the description of the issue you're experiencing from the dropdown menu. You should be able to reach our team. :)

1. Go to http://support.enmasse.com/tickets/submit
2. Click on "contact support" at the bottom of the page's body text under "Contact Support" (Right after the paragraph on 'User Authentication Failed')
3. Select TERA > I can't log into my account > I did not receive the account armor email, or the code is not working.

After you select the above choices and click on "Submit a ticket", you should see the following without logging into your account:

HelpMePlease Profile Options #9

1

Minea on 03/13/2015, 07:31 PM - view
I recommend selecting the description of the issue you're experiencing from the dropdown menu. You should be able to reach our team. :)

1. Go to http://support.enmasse.com/tickets/submit
2. Click on "contact support" at the bottom of the page's body text under "Contact Support" (Right after the paragraph on 'User Authentication Failed')
3. Select TERA > I can't log into my account > I did not receive the account armor email, or the code is not working.

After you select the above choices and click on "Submit a ticket", you should see the following without logging into your account:



Yeh I actually did that I even linked the link of the support I used in my post above, that was where I didn't get any replies for a month lol after I submitted the ticket. It was also where I couldn't use live chat because account armor code req and then proceeded to make a new account to try live chat support only to find out I can't because not elite status.
Edited by: HelpMePlease almost 3 years ago
Minea Profile Options #10

2

If you used the AOL email address, please try inputting a different email address since you are not able to receive anything there. (But do include your main account's information in the ticket please)