New Recovery Key Needed

If a recovery key is lost or invalid, it is possible to order a recovery letter in order to receive a new key.   New recovery keys are only ever sent via postal letters to the address in the account registration. They can not be sent via email, and they will not be sent to the address entered during the order process!

To request a new recovery key, please follow these steps:

1. Use the Lost Account Interface to request a new key. Enter a character name or the email address of the affected account.
2. Select "I need a new recovery key". Click on "Submit".
3. Select "I would like to request a new recovery key. I am prepared to pay a fee for this service". Click on "Submit".
4. After you have confirmed your request, you will be led to a payment form where you must enter your payment details.
5. Once your payment has been confirmed, a postal letter will be sent to the address that is given in the account registration. This letter contains a confirmation code.
6. If your account registration includes a valid mobile phone number, you will also receive a recovery TAN. You can use this recovery TAN to change the email address of your account or to unlink an authenticator from your account. However, the recovery TAN can only be used once and only for one action and it is only valid for 24 hours.

Once the letter has arrived:

1. Use the Lost Account Interface again to have the new recovery key displayed. Enter a character name or the email address of the affected account.
2. Select "I need a new recovery key".
3. Select "I have already received the letter with the confirmation code for a new recovery key".
4. Select "Yes, I would like to get a new recovery key" and enter the confirmation code.
5. Your new recovery key will now be displayed. Write down the displayed recovery key on a piece of paper.
   You will NOT receive an email with the new recovery key.
6. On the next page, enter the recovery key you have just written down.
7. Your new recovery key will be valid once you have entered it correctly. As long as your recovery key is still invalid, you can start this process again and enter the confirmation key anew.
8. Store your recovery key in a safe place!