5:25pm
If you can play the game and haven't been charged or have been charged the proper amount you are in good shape. Please don't worry about your expiration date or time we are adjusting some things on the back end. Just keep playing TERA and we will sort it out.

If you cannot play the game or have been incorrectly billed we need to help you, so please see this FAQ for next steps https://tera-support.enmasse.com/app/answers/detail/a_id/418

2:15pm
We will be providing the Golden Dragon weapons on June 1st (Friday). See our FAQ for the details. https://tera-support.enmasse.com/app/answers/detail/a_id/366/


1:00pm Update:
The process of adding game access should be complete at this time. Please remember the following points:

- For those with multiple accounts you will have to manually apply this access to each account within your En Masse account. Visit account.enmasse.com

- While we are in this temporary state to resolve all subscription issues, if your subscription expires over the next few days it can take up to an hour for the system to recognize it and automatically resolve it.

Once we have solutions to the subscription issues we will update the thread again and provide more details into our resolution.



11:00am Update:
We are starting to grant temporary access to the game for those that are experiencing issues via a global fix (rather than on a case-by-case basis).

Some additional info:
- For those with multiple accounts you will have to manually apply this access to each account within your En Masse account.

- Issues with subscription renewals are still being resolved while we have this temporary access allowed.

- This process will be ongoing. If your subscription expires it can take up to an hour for the system to recognize it and automatically resolve it.

We will follow up when this initial process is complete. We hope to have game access completely resolved in the next couple of hours.


10:11am Update:
Please do not worry about the Golden Dragon skins - these issues will not affect your receipt of these items we will make sure you are taken care of.


Initial Update:
We are immediately working to grant you access to the game so that your are not blocked from playing the game while we address the other issues with subscriptions.

I will update this post as we know more.

Thank you for the update.

Does this apply to people that didn't have their auto renew trigger?

Would that involve just giving everyone a blanket "free 3 days" since that's what is being done by live chat anyways? That would really help cut down at least some of the frustration of waiting an indeterminable amount of time to talk to support.

Quote: Catatonic on 05/30/2012, 09:46 AM - view

If you are not set to auto renew and your initial 30 days have expired you will need to go in and re-setup your subscription.

Well it's nice to know you're "Working on it" for an issue that's stopping probably thousands from playing and at least 500 people waiting to chat with support via web interface and 27 minutes worth of people on the phone support line, but you guys should really be "in here" more than once to write a short little paragraph and then poof disappear forever.

What's that you say, Mr. Enmasse representative? You're willing to give me a month free subscription because you're that awesome? I know you're awesome and i welcome your kind gesture. Danke!

In all seriousness, thanks for updating us. Greatly appreciated. Don't take my sarcasm too seriously though, lol.

Edit: On a positive note. Based on all the "glitched" subscriptions, this actually shows me how many people are resubbing and are willing to resub. Looks like the game remains in a healty state, :D

any updates ? been a couple hours mang?

Quote: knoxxer on 05/30/2012, 09:50 AM - view

I am set up to auto renew, but it didn't trigger, but whenever I go to reset it up I get this error:



But my account management page says that my subscription is expired.

@pinupgirl we got everyone on the forums and socials right now trying to update the latest.

@Ceti we are trying to get you access but are trying to do it globally as opposed to one at a time.