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 support.
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.
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 CustomerService@enmasse.com.