FAQ

eclipso is available in two languages: English and German.

The default language is the language in which your site initially displays. In your Desktopversion, you can change your language preference at anytime.

Just click on:

• Settings > Account | Settings > Language
• Einstellungen > Konto | Einstellungen > Sprache
   

Select your preferred language from the drop-down menu. To make the settings effective, save the settings with OK.

Our friendly staff is ready to help you. We currently don't provide support over the phone.

 

For support questions, please use the ticket system in your account (can be found under Help / FAQ in the logged in area). If you no longer have access to your account, please use our contact form. Please describe the problem as detailed as possible and also send us the following information:

• Screenshot or hardcopy
• Your @eclipso e-mail address
• Exact error description with error message

Our support is available: weekdays from 09:00 to 17:00 (9am to 5pm CET).

Use with some older browsers such as Internet Explorer 6,7,8 can lead to problems when calling the login dialogue. It is strongly recommended to perform a browser update.

The functionality is severely limited by the use of a no longer compliant browser. eclipso recommends Mozilla Firefox or a recent version of the Internet Explorer!
 

You can use the following options to request your login or get a new password:

Password request by email:

Please use the "Lost Password" feature under https://www.eclipso.eu//password/ - tap or click the Link "Lost password?" on the top of our website. Enter in the password request your @ eclipso email address. We will send you your account stored in the Alternate email address a link with further instructions.

Password request via SMS:

If you have a mobile number have deposited, you can request a new password by SMS.

I have no phone number even alternate email address stored, what can I do?

In order to reinstate your account you will need to provide us with the following:

- Your Emailaddress
- Your date of birth
- Your name
- Your Address
- A valid government issued photo identification such as a passport, driver’s license or national identity card; photo must be in color, all dates clear and readable.
- An alternate email address to which we can send the instructions.


Please send us your request with your @eclipso email address by letter post, email or fax to the following address:


eclipso.net
Service Team
Grubstr. 9b
95445 Bayreuth
Germany

Fax: +49 921 99 007 109
Email: support@eclipso.net
 

Our mail servers are equipped with SSL / TLS encryption. In order for the secure transmission works, the remote SSL / TLS must also support.

­Why an account is blocked can have different reasons.

Possible reasons can be:

• There is a violation of our terms and conditions
• Your account has not been used for some time and has therefore been blocked automatically.
• The account has been blocked for security reasons.

    Please contact us via our contact form.

    We need for verification:

    Your account name or @eclipso email address
    Your alternative e-mail address to which we can send the reply


Our service team will send you a message after the check has been carried out.

In order to protect our system from misuse, for example, we use internationally valid DNSBL filters (DNS-based Blackhole List). Malicious systems or IP addresses to be classified as critical are automatically detected and access to our system is blocked.

You can check yourself at any time whether your IP address, your connection or your provider is on a DNSBL list located.

Our test tool recommendation: https://www.dnsbl.info/

If your IP address is on a DNSBL list, please contact your provider or check your system. First aid measures:
 

• You are using a VPN connection?
  Workaround: Disable the VPN connection.
• Is an unsecure browser network being used?
  Workaround: Check your browser for any malicious plugins or use an alternative browser (e.g. Google Chrome, Mozilla Firefox, Apple Safari, Microsoft Edge, Opera, Cliqz, etc.).
• Access with mobile phone or smartphone:
  Workaround: Check access via mobile phone or smartphone using the direct network connection of the mobile network operator. To do this, deactivate the Wifi connection.
• Scan antivirus software / Firewall:
  Workaround: If necessary, deactivate the installed antivirus software and/or the firewall for a short time and only for checking purposes.

The Secret-Key is an additional and uncomplicated possibility with which you can legitimize yourself. If you have forgotten your password and you do not have an alternative e-mail address or mobile phone number in your account, for example, you can use the Secret Key to request a new password (via Support).

As Secret Key you can specify a special term, a secret word or a special combination of letters and numbers.  Your personal Secret Key must have a minimum length of 8 characters.

 

If you receive the message "session expired", you were due to your inactivity
Security automatically logged out. You can log in again now.

This message occurs repeatedly, check the following browser settings:

- Cookies must be accepted
- JavaScript must be enabled
- Adblock Addons must be disabled
- The browser cache should be regularly deleted, best on exit

At the moment we're only admit users from the countries listed in the registration form.

In rare cases it may happen that the language appears mixed. The language changes resulted from the exchange of eu to de. For this we will create a solution in the future.

If the language (English) is false or only partially displayed, please proceed as follows:

1. Please delete the browser history and cookies.
2. Log on again after deleting the browser cache.

We currently accept the following payment methods:

•     PayPal
•     Klarna / Sofort.com (instant bank transfer)
•     Prepayment (wire transfer)