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FAQ Overview -> Account -> Account Registrations and Recovery Keys

Order a New Recovery Key and/or a Recovery TAN

A new recovery key can be requested in case of loss provided you have registered your account. There are some countries in which international mail is not reliable delivered. For this reason, it is impossible to order a recovery key on our website if certain countries are selected. Players from these countries can purchase a single recovery TAN (see below).

A fee will be charged for this service.

How to request a new recovery key and possibly a recovery TAN:

  • Go to your account page and click on "Get Extra Service". In case you have lost access to your account, open the Lost Account Interface.
  • Specify your problem there and follow the instructions.
  • You will be led to a payment form where you have to enter your payment details.
  • Once your payment has been confirmed a postal letter will be sent to the address that is given in your account registration. This letter contains a confirmation code.
  • 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.

After receiving the letter with the confirmation code:

  • Use the Lost Account Interface again, selecting "I need a new recovery key.", then "I have already received the letter with the confirmation code for a new recovery key."
  • Enter the confirmation code. Your new recovery key will now be displayed.
  • Write it down carefully and re-enter the recovery key on the next page.

The recovery key will only become valid once you have re-entered it successfully. Make sure to store it in a safe place.

 

 

Note that a single recovery TAN can only be purchased in countries in which it is currently not possible to order a recovery key letter. The recovery TAN will be sent by text message to the mobile phone number in your account registration provided that it is valid and verified.

A fee will be charged for this service. 

How to request a single recovery TAN:

  • Go to your account page and click on "Get Extra Service". In case you have lost access to your account, open the Lost Account Interface.
  • Specify your problem there and follow the instructions.
  • You will be led to a payment form where you have to enter your payment details.
  • Once your payment has been confirmed, a recovery TAN will be sent to the mobile phone number in your account registration. You can use this recovery TAN to change the email address of your account or to unlink an authenticator from your account by using the Lost Account Interface. However, the recovery TAN can only be used once and only for one action and it is only valid for 24 hours.