Common Problems
How do I reset my password?
Reset your password
You can reset your password through our handy password reset portal. You'll need access to the e-mail associated with your account and your secret answer.
If you can't remember your secret answer or no longer have access to that e-mail account please contact support.
Activate your account
Before your account can be activated we need you to click on the activation link in the email called "Your registration is almost complete!" from En Masse. The e-mail normally arrives within a minute or two of registering. Sometimes it can take up to 15 minutes, depending on your internet service provider. If you didn't receive your activation e-mail, Activating Your Account can help you.
Account Armor
To protect your account (armor it) you'll be asked to enter an armor code whenever you try to log into your En Masse account or game launcher from a new or unknown device. You'll be automatically sent an account armor code. The 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 wear your armor.
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:
- You're in a physical location that is restricted from accessing game servers.
- Your account has been blocked for participating in or being related to actions that have violated the Terms of Service for an En Masse game.
Why Some Country IP Addresses Are Blocked goes into further details.