#faq
1 messages · Page 1 of 1 (latest)
wary riverBOT
1. Download, Installation & Update
1.1 - How to download the game?
The game can be downloaded from Google Play and App Store.
1.2 - Are there any official alternative download sources?
Android users can download the APK file provided on our official website.
Around 7 GB of available storage may be required to perform the installation. An error message reading "App not installed" will appear when the available storage is insufficient. Delete some files and/or uninstall other applications to proceed. Once the installation is complete, the game will consume approximately 2 GB of storage.
Should an error message reading "Problem parsing package" appear, redownload the APK file on a stable Internet connection and try again. If the issue persists, the APK file was damaged during the download, or your device does not support to install it. Download the game from Google Play instead.
1.3 - What are the minimum system requirements?
:white_small_square: Android: Version 5.1.1 and above, and at least 2 GB of RAM.
:white_small_square: iOS: Version 9 and above, and at least 1 GB of RAM.
Some Android devices with 2 GB of RAM may be unable to run the game smoothly.
If your Android device is unsupported, you can try PUBG MOBILE LITE if it is available in your residing country.
1.4 - How to solve Google Play installation issues?
Refer to this Google Play support article for further information.
1.5 - Why am I unable to match with players after an update?
After an update, you may notice that you are unable to match with players due to you or them having the older game version installed. Restarting the game should automatically start the update process. Otherwise, you can download the latest game version from Google Play and App Store.
2. Game Account
2.1 - Is it safe to continually play on a guest account?
We highly recommend you to link a login method to your account in order to save and prevent loss of data. There is no guarantee that the guest account will not be deleted during an update. Guest accounts are saved on your device and not on our servers. Reinstalling the game will delete the guest account. Lost guest accounts cannot be recovered.
2.2 - How to link a login method to an account?
Select SETTINGS from the bottom-right corner of the main menu, and choose either Facebook, Twitter, VK, WeChat or Play Games/Game Center in the top-right corner of the Basic section. The selected social media account cannot currently be linked to a different game account. Based on your country of residence, you can also link an e-mail address or a phone number.
2.3 - How many login methods can be linked to the same account?
Up to two social media accounts, and one e-mail address or one phone number.
2.4 - Why am I unable to choose a second social media account?
This may be caused by one of the following reasons:
:white_small_square: You have recently switched to a device with a different operating system, either from Android to iOS, or from iOS to Android. Switching back will solve the issue.
:white_small_square: If you are looking to link a VK or WeChat account, you must first download the respective application from Google Play or App Store for it to appear as an option.
2.5 - How to unlink a login method from an account?
One social media account which is currently not logged in, and which has been linked for 21 days or longer, can be unlinked if a total of two social media accounts are linked. The unlink request takes effect 7 days later, provided that you have not attempted to log in with the unlinked social media account during this period.
E-mail addresses and phone numbers can be changed but not unlinked.
2.6 - How to switch to a different account?
Select SETTINGS from the bottom-right corner of the main menu, choose "Log out" in the bottom-left corner, and log into the different account.
2.7 - What to do when I am unable to access an account?
:white_small_square: Ensure that you are using the correct social media account.
:white_small_square: If you are using Play Games, ensure that Play Games is installed and activated on the device, and that you are signed in with the correct Google account.
:white_small_square: If you are using Game Center, ensure that you are signed in with the correct Apple account.
:white_small_square: If you are using an e-mail address or a phone number, ensure that the password is correct.
:white_small_square: Clear the game cache and/or data, or repair or reinstall the game.
If the issue persists, please contact the customer service for further assistance.
2.8 - What to do when I have lost the access to a login method?
To begin with, try to reset the password of the e-mail address or phone number, or contact the respective social media platform for account recovery assistance:
:white_small_square: Apple
:white_small_square: Facebook
:white_small_square: Google
:white_small_square: Twitter
:white_small_square: VK
:white_small_square: WeChat
If the issue persists, please contact the customer service for further assistance.
2.9 - Can a global account be used in regional game versions?
As of version 1.0.0, this is no longer possible.
2.10 - How to change an account username?
Account usernames can be changed once a day by using rename cards acquired from the shop and progress missions. Owned rename cards can be found in the last category (bottom-right corner) of your inventory. If you try to register a username that is already in use, an error message reading "Name is already taken" will appear.
2.11 - Is account data transferred or synchronized between Android and iOS?
If you are using a public social media account, such as Facebook, Twitter, VK and WeChat, or an e-mail address or phone number, you will be able to access the game account linked to said login methods, from Android and iOS. The account data will be transferred and synchronized between these operating systems. However, operating system-based social media accounts, such as Play Games and Game Center, can be accessed only on their respective operating system.
2.12 - Why has my account been suspended?
Accounts are suspended due to violation of our terms of service, usually when suspicious activity is discovered during a manual investigation, or as an automatic precautionary measure when the anti-cheat system detects unusual activity. The most common reasons, all which gain an unfair advantage over other players and are not supported by us, include, but are not limited to:
:white_small_square: Purchasing from third-parties.
:white_small_square: Forced refunding of purchases.
:white_small_square: Use of game versions downloaded from unofficial sources.
:white_small_square: Repeated teaming with players violating the terms of service.
:white_small_square: Use of cheats, exploits, automation software or any unauthorized third-party software designed to modify or interfere with the game.
If you believe that your account has been wrongfully suspended, you can submit an appeal by clicking on the File Claim button located in the bottom-left corner of the account suspension dialog box. If no reply is delivered, your only option is to wait until the specified date.
Repeatedly asking questions related to account suspensions will result in a removal of your ability to send messages. We are unable to assist with this matter through the community in any way.
3. Game Content (1/3)
3.1 - How do seasons work?
Every season lasts for a period of approximately 60 days. In each season, you receive a special permanent reward per rank you reach. At the end of every season, all your statistics and rank will reset. Only your profile level remains. Depending on the highest rank you reached in a season, you will receive a reward at the beginning of the next season.
3.2 - How does the Royale Pass work?
Elite Royale Pass and Elite Royale Pass Plus grant you access to weapon skins, limited-edition outfits, room cards, exclusive emotes, and more. Refer to the in-game instructions for more detailed information.
These paid Royale Passes will expire every month along with the Royale Pass levels, and it is possible to buy only one of them per month.
All items acquired through the Royale Pass system will remain in your inventory.
3.3 - How does the rating work in Classic Mode?
There are three different types of ratings in Classic Mode (solo, duo and squad for both first-person and third-person shooting modes), which will be calculated after every match:
:white_small_square: Kills: Determined by your number of kills and how you were killed in the end.
:white_small_square: Survival: Determined by your survival time and ranking.
:white_small_square: Total: Determined by your general performance, combining rating for kills and survival.
3.4 - How does the tier protection work?
The tier protection protects your rating when you complete Classic matches while in a team with your friends (not with random players). This option is to save your tier ranking if you get killed sooner in a match.
You receive tier protection opportunities based on your initial tier, or when you reach a new tier:
:white_small_square: Rank V of each tier grants 3 tier protections.
:white_small_square: Rank IV to I of each tier grant 1 tier protection each.
:white_small_square: Ace tiers and PUBG Conqueror grant 3 tier protections.
If your total rating falls below the lowest threshold of your current tier, protection will be triggered and your total rating will only be reduced to the minimum required to enter your current tier. You will be demoted if you have no protection left.
After triggering protections, you can earn them back by increasing your total rating (except Conqueror tier, or when you reach Conqueror from Ace).
3.5 - How do room cards work?
Room cards allow you to create custom rooms. Room cards can be acquired from the clan shop with 300 clan points (1-use), from the crew shop with 200 crew points (1-use), from the store with 100 UC (1-use) and 500 UC (7-use), and from Elite Royale Pass or Elite Royale Pass Plus (7-day) after reaching certain level 46.
Room cards from the clan and crew shops can be used only once, room cards from the store can be used 1 or 7 times (depending on the room card), and room cards from Elite Royale Pass or Elite Royale Pass Plus can be used unlimited times for 7 day.
3.6 - How does the Soldier's Crate work?
Soldier's Crates cost more BP with each subsequent crate you earn a week, which helps maintain the rarity of the items and ensures that the game has an item economy. The first crate costs 700 BP, and the price then increases significantly for each new crate. There is a limit of six crates per week:
:white_small_square: First Crate: 700 BP
:white_small_square: Second Crate: 1 400 BP
:white_small_square: Third Crate: 2 800 BP
:white_small_square: Fourth Crate: 4 200 BP
:white_small_square: Fifth Crate: 5 600 BP
:white_small_square: Sixth Crate: 7 000 BP
The price of the crates resets every Sunday at 00:00 UTC, returning to their original cost of 700 BP per crate.
3.7 - How do merit points work?
1. Each player starts with 100 merit points.
2. Misconduct will affect your merit in the following ways:
:white_small_square: Teaming up with a cheating player: no merit loss for the first offense. However, if there are multiple offenses within a 7-day period, each subsequent offense will result in a loss of 15 merit points.
:white_small_square: Killing team players (detected by system): a loss of 10 merit points for the first offense. If there are multiple offenses within a 7-day period, the second offense will result in a loss of 15 merit points, and each subsequent offense will result in a loss of 30 merit points.
:white_small_square: Killing team players (reported by players): a loss of 20 merit points for the first offense. If there are multiple offenses within a 7-day period, the second offense will result in a loss of 30 merit points, and each subsequent offense will result in a loss of 60 merit points.
:white_small_square: Cheating (detected by system): account suspension and a loss of 60 merit points.
3. Merit points can be earned by good conduct in Classic Mode, in the following ways:
:white_small_square: +3 merit points for finishing a match in 1st - 10th place.
:white_small_square: +2 merit points for finishing a match in 11th - 50th place.
:white_small_square: +1 merit point for finishing a match in 51st - 100th place.
4. The maximum number of daily BP is increased by 200, and Challenge Point earnings from matches are increased by 5, for players with 100 merit points.
5. BP and EXP earnings are reduced by 50% for players with a merit between 60 and 79 points (inclusive).
6. BP and EXP earnings are reduced by 70% for players with a merit below 60 points. Players will also be limited to solo matches only.
7. BP and EXP earnings are reduced by 90% for players with a merit below 20 points. Players will also be limited to versus AI mode only.
3. Game Content (2/3)
3.8 - How do clan perks work?
After acquiring specific items (through purchases or luck), the clan perks system will award certain items for players to share with other clan members.
When clan members receive certain Legendary and Mythic items, they can send a perk to the clan. Perks are visible in the Perks section (bottom-right corner) of the clan, and can be collected by 10 clan members if Legendary and 15 clan members if Mythic, but only once each. You can also collect perks shared by yourself. While collecting, the system will provide random numbers of in-game items; including, but not limited to, clan points, silver fragments, and more.
3.9 - How to gift items to friends?
Provided that you are above the level of 3, you can gift some items from the shop, such as outfits, parachute camouflages, and crate coupon scraps, to your friends.
:white_small_square: 1. Navigate to the shop located at the top-right of the main menu.
:white_small_square: 2. Select any types of outfits, parachute camouflages and/or crate coupon scraps.
:white_small_square: 3. Click the yellow gift box button located at the bottom-left of the screen (to the left of the price button).
Be advised that it is not possible to gift crates, redeem items, avatars, avatar frames, flag cards, rename cards, double experience points cards, or double battle points cards, or items in your inventory.
3.10 - How to reach the PUBG Conqueror tier?
Players who reach the Ace tier and are ranked in the top 500 on their server will reach the PUBG Conqueror tier. The PUBG Conqueror tier is updated every day at 00:20 UTC.
3.11 - What are the tier range restrictions?
Players can team up from Bronze–Platinum and Gold–PUBG Conqueror.
3.12 - How does tier synchronization work?
The tier synchronization has your points held in different matchmaking modes. When you have reached a higher tier in one of the matchmaking modes, you will subsequently gain points in the other matchmaking modes. Rank points earned in first-person and third-person modes will remain separate. Rank points are able to synchronize until the Diamond V tier.
3.13 - How do regional rankings work?
You will automatically join the region rankings of your country or region. You can change your country or region in the game settings. Some countries support further subdivisions such as province, city and landmark in players' regions. You will join the corresponding region rankings after selecting your region.
3.14 - How do I obtain regional ranking titles?
You can view your current ranking, as well as the titles you will obtain after a week's results are tallied, in My Titles located in the bottom-right corner of your region. This data is updated approximately once per hour.
Results are calculated every Monday at 00:00 (UTC +0). The top 100 players of each region will earn titles that last for a week, starting at 01:00 (UTC +0).
3.15 - Why am I not receiving more BP after matches?
The daily limit is 5 000 BP. Players are not able to earn more BP per day than this limit. The daily limit will reset every day at 00:00 UTC.
3.16 - Do matches in Arcade Mode affect my rank?
No. However, you will still receive BP and EXP by playing matches in this game mode. The game mode is mainly intended for practicing and having fun with a lower number of players and a smaller map than usual.
3.17 - Do I receive positive ranking points for being inactive?
In order to prevent players from unfairly earning ranking points, inactive players finishing as one of the top survivors will not receive positive ranking points. They will either receive no ranking points, or receive negative ranking points.
3.18 - Why am I displayed as Not Ranked in the ranking section?
This occurs when the number of players, or the rating, is greater than 10 000, and thus visually unable to be properly displayed. This may also be a result of a frozen rank due to account abnormalities. Note: Guest accounts are not ranked.
3. Game Content (3/3)
3.19 - What is haptic feedback?
When haptic feedback is enabled, you will feel haptic feedback for various actions taken in the game. Real-time haptic feedback can be enabled for weapons, vehicles, character statuses, sound visualizations and other triggers to provide you with a more immersive experience of the game. This feature is currently available for select devices only. Refer to [this list](#questions message) for further information.
3.20 - How to play the game on an emulator?
There are different types of emulators available, but the only recommended emulator is GameLoop. For further assistance related to GameLoop, please visit their website.
3.21 - Are emulator and mobile players matched?
Mobile players are unable to play with emulator players, unless they match in the same lobby. If one emulator player matches with a squad of mobile players, the entire squad will play on the emulator server.
3.22 - Is it allowed to use "GFX tools" to optimize the game?
No. Use of any unauthorized third-party software designed to modify or interfere with the game is a violation of our terms of service and will result in an account suspension.
3.23 - Will VPN usage result in an account suspension?
Normally not, but it may occur. VPN usage is therefore not recommended.
3.24 - Are there any guides and tutorials available for the game?
Comprehensive guides and tutorials can be found by selecting GAMEWIKI from the bottom-right corner of the main menu. We also have more frequently asked questions and a community wiki.
3.25 - Are third-party payment platforms supported?
Payments should only be made in-game and via PUBG MOBILE Pay.
3.26 - What is the Video Review Station?
Refer to this section for further information.
3.27 - How to acquire the PUBG MOBILE Partner/Star title?
✔, Ultimate Influencer (previously PUBG MOBILE Partner), Elite Influencer (previously PUBG MOBILE Star), Vanguard One, Vanguard, Ultimate Creator, Veteran Creator, Rookie Creator, Esports Global Star, Esports Pro Player and Esports Supporter are available to certain influencer/community/creator/esports members at PUBG MOBILE's discretion. See title announcements here.
3.28 - Where can I find PUBG MOBILE's brand guidelines?
The most recent version of PUBG MOBILE's brand guidelines can be found here.
4. Technical Issues (1/2)
4.1 - What does "Storage permissions missing" mean?
This error message is displayed when the game is started on Android while missing storage permissions, which must be enabled manually:
:white_small_square: 1. Force close the game.
:white_small_square: 2. Navigate to the Android settings - Installed Apps - PUBG MOBILE, and manually grant storage permissions.
:white_small_square: 3. Start the game again.
4.2 - What does "PUBG MOBILE is not responding" mean?
This usually occurs when the device has insufficient available memory in order to run the game smoothly. In such cases, it mainly means that you should upgrade your device. However, here are some possible solutions you may try first:
:white_small_square: Navigate to the Android settings - "Developer options", enable "Don’t keep activities", and set "Background process limit" to "No background processes". Force close PUBG MOBILE and make sure to clear any running processes before staring the game again. (If you are unable to find "Developer options", navigate to "About phone" and click on "Build number" several (usually seven) times to enable "Developer options".)
:white_small_square: Restart your device.
:white_small_square: Clear the game cache and/or data.
:white_small_square: Repair or reinstall the game.
4.3 - What does "Unable to connect" mean?
4.4 - Why does my login fail?
You may have an unstable Internet connection. It is recommended to play with a stable cellular data or Wi-Fi connection. We also suggest that you try the following solutions:
:white_small_square: Change your cellular data or Wi-Fi connection.
:white_small_square: Log out of the account, close the game, and clear some storage on your device before logging in again. Note that if you log out of a guest account, your game progress will reset.
:white_small_square: Repair or reinstall the game.
If the issue persists, please contact the customer service for further assistance.
4.5 - Why does the game crash?
Crashing is often caused by limited storage. Try the following possible solutions:
:white_small_square: Close the game, clear some storage on your device, and start the game again.
:white_small_square: Uninstall some applications that you do not need in order to clear more storage.
:white_small_square: Ensure that your device meets the game's minimum system requirements.
:white_small_square: Repair or reinstall the game.
4. Technical Issues (2/2)
4.6 - Why am I experiencing lag?
:white_small_square: When your device is running on low battery, the framerate will decrease and cause the game to lag. Charge your device.
:white_small_square: If your device is overheating, the temperature control functionality may be triggered to reduce the framerate and cause the game to lag. Charge your device while waiting for the device temperature to drop.
:white_small_square: Lagging may also occur when you have too many applications running on the device. End all the processes and restart your device.
:white_small_square: If the graphics settings are too high for the hardware to handle, lagging may occur. Consider reducing the level of graphics.
:white_small_square: The connection signal is displayed in the bottom-left during battle, and when you select servers. A yellow or red signal indicates higher ping. If you see a high ping value, change the Internet connection between cellular data or Wi-Fi, or reduce the level of graphics.
4.7 - What should I do when I am experiencing lag?
If you are experience lag, try the following possible solutions:
:white_small_square: Ensure that the graphics settings are in line with your device performance. Select SETTINGS from the bottom-right corner of the main menu and choose Graphics at the right.
:white_small_square: Change the Internet connection between cellular data or Wi-Fi, or move to a place with better signal.
:white_small_square: Close the game, clear some storage on your device, and start the game again. Before possibly logging out, note that your game progress will reset if you are playing as a guest.
:white_small_square: Repair or reinstall the game.
4.8 - Why do the servers not respond, or the loading screen gets stuck?
This often occurs when your Internet connection is unstable due to poor signal. Try the following possible solutions:
:white_small_square: Restart your Internet connection, change between cellular data or Wi-Fi, or avoid areas with many Internet users.
:white_small_square: Restart your router, wait for 1-2 minutes, then restart the game.
:white_small_square: Restart your device and try again.
If the issue persists, please contact the customer service for further assistance.
4.9 - What does "We have terminated your connection" mean?
This may occur when your DNS server has trouble connecting to the game servers, when you change network while playing, or when changing device time. Try the following possible solutions:
:white_small_square: Navigate to the Android settings - System - "Date & time", and enable "Automatic date & time" and "Automatic time zone".
:white_small_square: Switch to a more stable network.
:white_small_square: Change DNS settings. Refer to subpoint 4.3 for further information.
4.10 - (Why) am I unable to access the game in India?
As we provide community support only for the global English version of PUBG MOBILE here, we are unfortunately unable to answer any messages related to PUBG MOBILE in India.
5. Reporting & Customer Service
5.1 - How to report cheaters?
Cheaters can be reported through the report feature in the score/spectate section at the end of every match or in the statistics section of their profile via friend search. This is the best and most efficient method to inform the security team and receive in-game notifications regarding suspended cheaters. You can also submit a report through this subreddit.
5.2 - How to report online PUBG MOBILE cheating content?
Online PUBG MOBILE cheating content can be reported through this form.
5.3 - How to report bugs?
Bugs can be reported through the report feature in the top-right corner during matches or from the bottom-right corner of the main menu. You can also submit a report in #996546243859853424 in compliance with the channel's pinned instructions.
5.4 - How to contact the customer service?
:white_small_square: Main Menu: Select SETTINGS from the bottom-right corner of the main menu and choose Customer Service at the bottom-right.
:white_small_square: Login Menu: Select Help in the top-right corner of the login menu.
5.5 - How long does it take before the customer service replies?
The customer service receives an enormous number of requests every day. It takes time to review all of them. A support agent will contact you as soon as possible. We kindly ask for your patience and understanding while they get to your request.