All purchases through the En Masse web store including game purchases, EMP purchases, subscriptions, premium services, and vanity items are non-refundable. All purchases are final.
Subscriptions are non-refundable and there is also no pro-rating of unused game time.
Purchases made through the in-game store are also non-refundable.
Loot boxes and keys
Purchasing loot boxes or keys to open boxes does not guarantee any particular outcome. The nature of statistics is that there will always be outliers, lucky folks who get their desired object straight away, and folks that have long runs of bad luck. We don't offer refunds for loot boxes and keys.
Purchases through other platforms
If you made a purchase through another platform, our ability to help you is limited. If you see any purchase anomalies (such as double billing or purchases you didn't authorize) please contact the platform you made purchases with directly.
For purchases you made through Steam you can reach their support site here: https://help.steampowered.com/en/
For purchases you made through Xbox you can reach their support site here: https://support.xbox.com/en-US/browse/xbox-one
For purchases you made through PlayStation you can reach their support site here: https://support.playstation.com/s/billing-payments
How to manage your Elite subscription on PC
You can manage your Elite Subscription through your En Masse account. On your En Masse Account Overview you can check the number of days you have (for example if you have gained Elite Status through vouchers). Select Manage PC Elite Status (or Upgrade to Elite Status) to:
- Add a subscription
- Cancel your subscription
- Change your billing details
Elite subscriptions are generally non-refundable, and are never pro-rated. If you haven't played TERA for many months and have had difficulties canceling your subscription, please contact Customer Support.