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General FAQ

Question:
Where are my characters?

Answer:
Please double check that you are trying to log into the correct account.


If you are 100% sure it is the correct one, please try to remember the last time you have played the game.

If you have played it after 2018, then please contact us with as much information as you remember about your characters, including their names, level, and classes.

If this was before 2018, then it is possible that you have played Echo of Soul Classic:

Echo of Soul Classic had to close its doors on the 23rd of May 2018 due to technical reasons. The decision was made by the developers of the game. It was a moment of sadness for all those who have enjoyed the game and shared unforgettable moments since its opening.

In October 2017, because of its' predecessor's success, we launched Echo of Soul Phoenix (http://echoofsoulphoenix.aeriagames.com/). Although it looks similar on the surface, this is not a patch or an update for EoS Classic. Under the hood, it is a completely different game with new servers, website, and shop. Because of that, there is unfortunately no way to access your old characters or items in this new game.

By the same token, we would like to invite you to start a new character and join us in Echo of Soul Phoenix.

We thank you for your understanding.

 

Question:

I purchased a mystery box, but I did not receive it.

Answer:

Please double check what sort of box you purchased exactly. Some of them are automatically unpacked upon purchase and only the resulting items will be sent to your account in the game.

You can usually see which items you received in your purchase history on our website.

 

Question:

How do I report players that break the game rules or terms of service?

Answer:

You can submit a player report by creating a new ticket in the appropriate category.
Please make sure to also submit some form of evidence.
Screenshot evidence needs to be in form of an ingame screenshot that is neither cropped nor edited.
Video evidence must be uploaded to a filesharing website, so we can download and store the evidence. This is unfortunately not possible from websites such as Youtube.

 

Question:

Can I move a character to a different server?

Answer:

Unfortunately, we do not offer any character transfers.

 

Question:

I accidentally deleted my character, can you restore it?

Answer:

Unfortunately, once the deletion period has passed, it is no longer possible to restore a character.
Please always make sure to double check which character you are deleting before you press the button and before the deletion period passes.

 

Question:

Can I move items to a character on another server?

Answer:

This is currently not possible. You can only move items via the Server Storage to another character on the same server. However, please keep in mind that this does not work for all items and we can not do such a transfer for you.

 

Question:

The pet I purchased activates different buffs than described. Why does this happen?

Answer:

The pet you purchased might have an incorrect translation. If you purchased it on our webshop, please contact us directly with the details of your purchase.

 

Question:

Why can I not select a class at Level 10 anymore?

Answer:

With the Kingdoms update, the class selection has been removed and new characters will automatically receive the class that is intended for questing and solo-play to help new players progress.
However, at around level 30, you will receive an item to unlock the second class path.

 

Question:

Why are there so many issues in the localization? Are you working on it?

Answer:

We are aware that there are still some issues with the translated texts within the game and we are still working on improving them. Every patch will bring improvements to the localization and we are constantly making progress.

If you find any major issues, please feel free to let us know in the forums.

 

Question:

Why do my attempts to upgrade my jewels always fail? Is the system rigged?

Answer:

We can understand a player's frustration after many failed attempts at trying to enhance a gem. However, the system is based on an overall balance that can lead to these frustrating isolated incidents where some players suffer many failed attempts while a few others succeed after only a few tries.

Of course, every player's feedback is very important to us, but individual cases have to be weighed against the gameplay experience as a whole. The goal is to have players work on enhancing their equipment over the entire leveling process and even during end-game content, allowing them to conquer harder dungeons or raids later on while still having the earlier stages provide a challenge during leveling.

Make sure to follow our game forum to make sure you don't miss our Enhancement Events that will improve your chances:

http://echo-of-soul.com/forum/

 

Question:

Where are my purchased items? They are not in my inventory!

Answer:

All rewards received or purchases made via our EOS website in the shop section will be delivered the next time you log in to the game. You can find them in the 'Event Tab' of the in-game shop (ALT+C).

If you don't see this tab, please adjust your graphics resolution in the game settings so that the entire shop window appears on your screen.

In case you cannot find your purchases in the Event Tab, please double-check whether you are logged into the game with the same account credentials as on the website. If the account is the same but the items are still missing, please contact us directly.