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Problems logging into the game

I cannot log into my account on the website or in the game, even though I am entering my login and password correctly.

The web shop and the client are case-sensitive. Check for uppercase/lowercase letters in your login and password. On this page you can recover your login, email or change your password.

I downloaded the game but cannot install it / my antivirus deletes some encrypted client files.

Run the game as administrator and add the client to the exclusions of your antivirus and Windows Defender.

I get the error "Game hack detected". Client integrity is broken.

Reinstall the game with your antivirus and Windows Defender disabled.

Error: "You need to install at least DirectX 9.0c and the latest graphics adapter drivers."

If all your drivers are installed, find and open the CONFIG.exe file in the game folder, set the screen resolution you need and untick the "full screen" option.

Text has disappeared from buttons and the interface — it shows "getmsgerror" or garbled characters instead.

The client cannot display Russian text correctly. Different things help — try them in order:
- Run the game as administrator.
- Restart your computer.
- Check your system language settings. Open Control Panel → "Region and Language" → "Administrative" tab and make sure the language for non-Unicode programs is Russian (add Russian if necessary). Be sure to restart your computer after the changes. If that does not help, try this method.
- In the client folder, open the CONFIG.INI file and in the [VIDEO] section set the following values (or add the lines if they are missing):
FONT_SIZE=14
FONT_NAME=Arial
Save the file and only then enter the game.

Error "Failed extraction12". A patch failed to install on the PC.

Run the game as administrator.
Restart the updater.
Roll back the version via Version.ini.
If that does not help, reinstall the client.

The game does not start when I click the Updater.

Run the game as administrator.
Add the game to the exclusions of your antivirus and Windows Defender.
Make sure the files Game.exe and ijl.dll are present in the client folder.
If they are missing, restore them from your antivirus quarantine and add the folder to the antivirus exclusions.
Reinstall the game with your antivirus and Windows Defender disabled.

Error "Client version is outdated".

Make sure the ijl.dll file is present in the client folder.
If it is missing, restore it from your antivirus quarantine and add the folder to the antivirus exclusions.
Reinstall the game with your antivirus and Windows Defender disabled.

Error "Cannot connect. Check the news in the game community."

The first thing to do is check the information in the game's community — maintenance may be in progress at the moment.
It may also indicate problems with access to the server.

Errors: "Failed download: Unable to read filec25" / "Failed download: Update Version.ini Unable to open filec 32" / "The specified file could not be found."

With the updater open, press F5 several times, close it and try to log in again.
It may indicate problems with access to the server.

Problems with access to the server. Errors: "The operation timed out." / "The connection to the server was lost." / "Cannot establish a connection to the server." / "The connection to this server was reset." / "Cannot find a server with that name or address."

This message appears when there are problems with your internet connection, blocking by an antivirus, a busy port on the router, or possibly issues on the route to the hosting right now. The most common solutions:
- Restart your router and/or reconnect to the internet.
- Add the game to the exclusions of your antivirus and other blocking software.
- Use a different internet connection.
- Download the updated client from the downloads section (run both the installer and the client as administrator). In the top right corner of the new launcher, choose one of the available servers with the best ping and stable operation. At the end of the list (marked with *) there are built-in proxy servers that can bypass erroneous blocking by RKN.
- Use a VPN.

You can identify the source of the problem with a simple test: try to open our website on the same PC in a standard browser (Internet Explorer/Microsoft Edge) without a VPN or proxy. If it opens without errors, the problem is our client being blocked by antivirus software or a firewall. If the site does not open in the browser either, the problem is with the internet connection.

The website itself does not open (registration, account login, password recovery), even though my internet is fine.

Access to the site may be restricted by RKN (the Russian internet regulator), as our servers are located abroad. This is not a fault on our side. Use a VPN — after that the site, your account and password recovery will become available. To enter the game itself, the launcher from the downloads section has built-in proxy servers that bypass the erroneous blocking.

I can log into the game fine, but when logging into the forum it says "invalid login or password".

If the email is the same, credentials are synchronized between the game, the website and the forum. Check the letter case. You can access the forum using the linked email/password of your game account. If you changed your nickname on the forum, use the new nickname instead of the login.

Error "The client is already running."

The "Teos: The Story Continues" game client cannot be run in multiple instances on one computer at the same time. If the client is not running but the error appears, end the process in Task Manager.

Account problems/operations:

I want to change my email; I have no access to the email my account is linked to.

To relink, contact customer support. In your message, provide your login, all passwords you have used (including old ones if they were changed), the email to link, and attach a screenshot from 2ip.ru and any payment receipt if you have topped up your balance.

What should I do if I forgot the email address my account is linked to?

You can recover your email address on the website.

My account is not linked to an email address.

Contact customer support. Provide your login, password and the email to link, and attach a screenshot from this site.

Can several accounts be linked to one email address?

No. Each account requires a unique email address for linking.

What does freezing an account do?

You can protect yourself from account theft for the time you do not plan to use the account.

I am recovering my password, but the random password or code from the email does not work.

Most often the reason is that the code was copied with spaces, copied incompletely, or an old code from a previous email is being used — take the data strictly from the latest email. Entering incorrect data repeatedly blocks login for 24 hours, so do not try entering it many times in a row. If you cannot recover access, contact customer support.

I was muted — why can't I open my shop stall?

Messages can also be sent through a stall, so it is unavailable while the mute is active. This is part of the restriction, not a bug. Wait for the chat block to expire.

Can I have several accounts?

The number of accounts is not limited by the user agreement, but the owner may use only one account at a time and may not let anyone else use it.

My friend has problems with their account — please help them.

All requests concerning an account are considered only when they come from its owner.

What should I do if I forgot my account password?

On the account login page, click "Forgot your password?". A random password will be sent to your email, with which you can log into your account and then change the password to your own.

What should I do if my account was hacked?

Change your account password. Write to customer support at teos.zz.sup@gmail.com; in your message provide the account login, character name, the exact names of the missing items, the approximate time of the incident, and attach a screenshot from this site.

My chat was blocked (I was muted). Can it be appealed or lifted early?

Chat blocks are issued by moderators for violations of the communication rules (profanity, insults, flooding, etc.). The duration is calculated automatically depending on the severity of the violation. This type of restriction cannot be lifted early. Please wait for the chat block to expire.

How can I find out why my account was blocked?

Check the email linked to the blocked account. There you will find a message stating the duration of the block and the violation.

"Your account … has been temporarily blocked pending investigation." What does that mean?

The account is being reviewed by customer support. Write to us to clarify the issue.

Is it possible to get my account unblocked?

In rare cases it is possible. It depends on the violation and the administration's decision. For unblocking questions, contact customer support. Be polite, and keep in mind that a request for unblocking is not a petition — 50 messages from your friends will only make things worse.

I sent a message to customer support today but got no reply. What should I do?

Customer support handles all requests within a week, but usually a reply comes within 2-3 business days. Do not send the same request every day — that moves your request to the end of the queue.

In-game questions:

How can I get news about game events?

We recommend logging in on the game forum and joining the VKontakte community. We also have an official Discord server and a Telegram channel with news.

The game forum — why is it important to use it?

The game forum is a full-fledged knowledge base of the server, alongside the main website. The forum contains all the necessary guides and tips on choosing and leveling characters, completing quests, item stats, maps, monsters, bosses, gear, weapons, and so on. The forum also describes the regulations and schedule of events.

What should I do if I am stuck in the terrain?

Type /town in the general chat and do not move for 10 seconds.

Why can't I create a guild even though all the requirements were met?

All party members must be on the same map. Also, none of the prospective members of the new guild may have an active guild penalty.

Why can't I add a player to my friends list even though they are online?

To add another player as a friend, you must be on the same map. If you are on the same map and still cannot add the player, they may have blocked you.

Why isn't my message being delivered to another player?

The player is either teleporting to another map, offline, or has blocked you.

Where did an item from my inventory go?

If you were on a PvP map, a player of the other faction knocked this item out of your bag when killing you. To avoid losing items, use the "Item Saver" item, which you can buy from other players or in the in-game shop.

Why didn't the next quest in the chain appear?

Check your inventory. The NPC may have given you an item that opens a new quest when clicked. If there is no such item and you are sure a new quest should appear, approach the NPC and click "Quest" even if the button is not lit. Do not forget to check your active quests (U). Also be careful when abandoning a quest: some quests cannot be resumed once abandoned. In that case the subsequent quest becomes unavailable. If this happens, we recommend contacting customer support.

How do I find the mobs needed for a quest?

Open the active quest list (U) and select the quest you need. Open the map (M). The mobs will be marked in red.

Why can't I enter a portal?

Either entry to the portal is restricted by level, or by the number of party members. For example, to enter Kalamus' House/Fedion you must be in a party of at least 2 people. There are also event portals that are only open during certain events (for example, "Battlefield"). The Guild House portal can only be entered by a guild member.

Why can't I teleport while riding a mount?

The "Portal" skill is unavailable while using a mount. While mounted, you can only teleport using inventory teleports (to the Black Market/Guild/Capital/Arena and a saved point on the map).

How do I dismount if I am in a dungeon?

Put the Mount Summon back into your inventory.

Why can't I start a quest?

You have not yet reached the required level or have not completed the preceding quests. You can find more detailed information here.

My "Legend" mode character died without resurrection runes / I deleted them — what can I do?

You can use the Legend Resurrection service. Details here.

I broke an item in a failed attempt to insert or extract a crystal, or to enchant it. What can I do?

You can use the Item Restoration service. More details here.

If my character died without resurrection runes or was deleted, can I create a new one with the same nickname?

Yes, you can. Within one account you can create characters with the same nickname at any time. If you want to create a new character on a different account, that becomes possible after 14 days, provided a character with that nickname no longer exists.

I was cheated in a trade. What can I do? Can the items be returned?

Most often customer support cannot help with this problem due to the ambiguity of most trades, but if the situation is clear-cut, the administration can block the violator.

I cannot apply to a guild — what is the reason?

If you have applied to a guild, then until your application is accepted/rejected, your subsequent applications to other guilds will not be sent — ranks 1 and 2 simply will not see them. If you left a guild after being in it for less than 3 days and suddenly decided to apply to another guild, you will not be able to do so. The thing is, a penalty is applied to you: for another 72 hours after leaving a guild you cannot apply to other clans.

Can I see which guild I applied to?

No, there is no such option.

If I put my gear in the warehouse, delete my characters and switch faction, will the gear remain?

Yes, it will.

I accidentally sold a quest item to an NPC.

Contact customer support. Provide your login, character name, item name and the approximate time of the sale.

I accidentally sold an important item to an NPC.

Unfortunately, such an item can only be restored via the Item Restoration service.

I have not received rewards for an event, lottery or contest.

Rewards are credited within 3 days of the results being announced. If the deadline has passed and other players have received their prizes, contact customer support. Provide your login and the exact name of the event or contest.

Can two people play from one IP address (with a brother/friend)?

Yes, playing from one IP address is allowed provided each player has their own unique device (PC/laptop). However, the simultaneous use of several accounts by one user, regardless of the login method, is strictly forbidden.

Payments and purchases:

I topped up my balance using a manual payment, but the money has not arrived.

Processing of some payments (especially cryptocurrency ones) can take up to 24 hours. If the funds have not been credited to your balance within this time, contact customer support. Provide your login, payment method (one of those listed on the website), the amount, date and exact time of the payment. Attach a screenshot of the bank receipt or a link to the transaction (optional).

I topped up the wrong login by mistake. What should I do?

We can transfer the funds to the correct account if they have not yet been spent. Write to support: provide the login the funds were credited to by mistake, the login they should be transferred to, and attach the payment receipt.

How do I top up my balance with a foreign card? Direct payment is unavailable or the fee is too high.

Direct payment with foreign bank cards is currently unavailable due to sanctions restrictions. The recommended top-up method is cryptocurrency. There is also a guide to all alternative methods.

Do discounts and promotions apply if I received ZZ from coins? What does the red asterisk next to my balance mean?

Coins limit participation in promotions. For promotional purchases and during Black Friday in the web shop, only ZZpoints credited to your account after the last use of coins are counted. "Clean" ZZ are those from any source other than coins: balance top-ups, lottery winnings, bug bounty rewards, video rewards, contest prizes, etc.

If your balance still contains ZZ obtained from coins, a red asterisk (*) with a tooltip appears next to the amount in the web shop. It states exactly how many ZZ you need to spend for the "coin" part to be cleared and promotional purchases to become available again.

What to do: if you plan to participate in promotions — do not use coins beforehand. If the asterisk has already appeared, spend the amount indicated in the tooltip — after that the restriction is lifted.

Manual top-up. I could not/forgot to specify my account login in the transfer comment.

Be sure to specify in the transfer comment only the login of the account you want the points credited to (1 point = 1 RUB). Alternatively, send a request to customer support at teos.zz.sup@gmail.com stating the payment method (QIWI wallet, WebMoney, etc.), the time, the transfer amount and the login.

Miscellaneous:

I don't know how to take screenshots.

In the game you can press F12. For screenshots outside the game, use this program.

I am blacklisted in the VK community — can this be fixed?

Contact the community moderator.

Can I transfer my character and gear to the other faction?

Yes. Use the "Faction change" service.

Can a character be transferred from the official server or from other projects to the Teos: The Story Continues server?

No, this service has long been discontinued.

I did not receive the reward for the "Invite a friend" promotion.

The reward is credited only if the invited person registers an account for the first time. If they have ever registered an account before, participation in the promotion does not count.

How do I get the birthday gift "Excalibur (30 d.)" if I cannot link a VK page?

On the player's birthday, once a year, "Excalibur (30 d.)" is granted — a weapon with 5000 attack that can deal only 1200 hits, after which the item is destroyed. The date of birth is taken only from the linked VKontakte page — no other means of confirming it are provided, so without a linked VK page the gift is not granted.

How can I contact the server administration?

The administration can only be contacted through customer support.