tech-support

[spring grotto]

@thorn cloak It is unfortunately a known memory issue. Almost all devices w/ around 1GB of RAM or so (which includes the 5/5s) have unstable crashing issues

[thorn cloak]

ah yup as suspected

[carmine hedge]

New UI is using 1 gigs+ ram

[thorn cloak]

Well as long as it's known that's good to know

Might be time for an upgrade

Old phone :(

[quasi flicker]

god fucking dammit

my isp is refusing my connection to play AL

[carmine hedge]

Yeah m8, it's already old

That's your ISP problem, do u life in SEA?

[quasi flicker]

wdym, im american

[carmine hedge]

That's your ISP problem then, AL can't do anything

You can use VPN tho

Or tried use DNS changer like dnscrypt

[quasi flicker]

nvm, i fixed it

[exotic olive]

@carmine hedge Here.

[quasi flicker]

just reseted network connection

[lament tundra]

For users who don't live in PDT or PST, the port background UI can be confusing.

As per example, I live in UTC +7 time zone. It's already night here but the background is "dawn".

I hope if the staff can consider one among two of these options:

1. Add "server time" in the home menu screen according to PDT.
2. Adapt local time for the port background.

EDIT: Not technical issue, per se. But time zones can be cruel sometimes

[carmine hedge]

1. reset network connection
2. use VPN
   if both not do, then u have same problem as me

@exotic olive

[exotic olive]

I tried both before I posted here today, so I have the same problem as you.

[carmine hedge]

well i already got that problem since 4 days ago and yet i don't get reply

tried to email CS team

[exotic olive]

Same.

[carmine hedge]

wait

[spring grotto]

@lament tundra Well it's been suggested to make it follow your device's local time (as other things in the game have done before). But for future reference, this type of feedback would be better suited for #game-feedback

[lament tundra]

hold up, wrong room

[carmine hedge]

bruh

[exotic olive]

?

[lament tundra]

Should I delete it here and move it there?

[spring grotto]

Nah, it's fine. It's already been suggested

and recorded in our Trello

[lament tundra]

wow, cool

[stone prism]

is something wrong with the EN server ?..i cant get in game from yesterday night

is something wrong with the EN server ?..i cant get in game from yesterday night

[carmine hedge]

tried to use VPN

@stone prism

[true oak]

Can someone help me with something?

[sinful yoke]

whats the issue

[true oak]

I don’t know if this is happening with anyone else, but my blacklist isn’t working, I can’t unblock people and it’s showing me these people instead.

[sinful yoke]

its a known bug

no workarounds unfortunately

[true oak]

Oh ok thank you

Btw, is this hurricane delta dude a moderator or something? Or is it just a place holder type of thing.

[spring grotto]

Probably a placeholder (but who knows where it came from)

[true oak]

Also why does he have 22, or 33( I think that’s who they are) as there secretary lol

[carmine hedge]

hey guys i bought cubes with ma gems but they didnt appear on the build screen. what do i need to do now?? pls help

[spring grotto]

@true oak Who knows
@carmine hedge If you're sure that you bought cubes and not another item, try restarting your game to see if it's just a desync issue

[stone prism]

@carmine hedge yes it's working using VPN but I didn't need VPN to play until now

[quasi temple]

The vpn thing is a known problem. Esp for people in the SEA region

[solid lantern]

hello

is there a place for bug reports

cuz i found the weirdest bug ever

oh wait im retarded

[teal jungle]

I need some Tech support

Im getting network error since the Bismark update

[solid lantern]

use vpn

i recommend psiphon

[inland belfry]

I bought 9.99usd in gems yesterday and didn't receive them, support hasn't gotten back to me on email.

How long does it usually take?

[spring grotto]

Response times can be anywhere between 1-8 business days as the support team has been swamped w/ support inquires as of late. Sorry

[storm kayak]

Two weeks ago I purchased the research pack, didn't receive them either. Reached out to customer support the same day and still haven't heard anything.

[spring grotto]

@storm kayak What day did you send the email specifically?

[teal jungle]

I only connected my Azurlane in Twitter but evertime I connect my Twitter account, Im getting network ERROR, since the Bismarck Update

[storm kayak]

May 15

[inland belfry]

OK, thanks!

[teal jungle]

I seriously need some help

[spring grotto]

@storm kayak Hm....I'd say go ahead and email them again as it's been around 8 business days

@teal jungle For network errors, please follow the first pinned message for possible solutions

[storm kayak]

I'll give it another go.

[teal jungle]

ok Im gonna try emailing

[solid lantern]

@teal jungle have u tried using a vpn first?

[teal jungle]

I tried my phone, nox and VPN, I can play Azurlane, but when I connect with my Twitter Im getting system Error 99 and Network Error @solid lantern

I dont wanna start again

it was really working fine before the bismarck update

[solid lantern]

rip

[teal jungle]

yeah

[carmine hedge]

Clear azur lane data

[teal jungle]

I did that

like I said I can play azurelane, but when I connect my Twitter account Im getting the Network error

Since the bismarck Update

Im sad that I cant get any German Waifu sigh

[plush leaf]

I recently updated the game but now when I boot it up it just loads forever on this screen

[spring grotto]

@plush leaf So for that issue, it'll usually due to bad files. Do you happen to have your account bound?

[plush leaf]

I think it's connected to my twitter yeah

[spring grotto]

Okay, if so then try a fresh install of the app and that should solve the issue. And for how to retrieve your bound account, just follow the pinned image and start from Step 4

[plush leaf]

I'll try that, ty

[lost pagoda]

It's still happening

The connecting to server without a VPN

Is still present in Nox on.

[warm heron]

Hi, I accidently bound my email to a new account instead of my actual one. is there any way to unbind my email from that account?

[carmine hedge]

Contact CS

[sinful yoke]

you cannot unbind yostar accounts

so no there is not

you’ll have to use another email for your old one unfortunately

and make sure to bind in the settings screen, and login in the title screen

[warm heron]

yeah noted xD ^^

thanks for the help anyways^^

[sinful yoke]

no problem

[teal jungle]

Hey

how about mine? xD

[sinful yoke]

should be in our spreadsheet in pinned measages

[teal jungle]

Yeah I already emailed

[amber jetty]

Hi, when switching to the new interface, was the account lost, was it possible to restore the account? I remember my nickname, there are screenshots, I remember the server

[sinful yoke]

@teal jungle if you followed that then thats all for now

[teal jungle]

I see

thanks

[sinful yoke]

@amber jetty did you bind?

[amber jetty]

Yes tied but could not go

[teal jungle]

I really liked the game and most of my guild members are premium users AKA those who really likes to buy gems

[sinful yoke]

did you login to the right server

[amber jetty]

I'm on the right server

[sinful yoke]

and you did login at the title screen?

[amber jetty]

Yes

[sinful yoke]

can you try every server just in case?

[amber jetty]

Facebook did not work, just started training and offered to introduce a new nickname

[sinful yoke]

on ALL servers?

[amber jetty]

I tried

[sinful yoke]

alright

/recovery

[pale pagoda]

If you have lost your account due to a bug or overwriting it, you need to e-mail to [e-mail] and provide us the information stated below:

First, complete the tutorial and bind your new Azur Lane account to either your Facebook or Twitter account.
Afterwards, provide us with your OLD profile in-game name (preferably with UID) and the Server you played on.
Provide us with your NEW profile in-game name (preferably with UID)

Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[amber jetty]

Thanks, I will try

[viral sinew]

hi all, i got some problem with the story pictures/memories, all i get instead of the actual picture is a white background with the picture showing up for a split second at the end

[spring grotto]

Known issue w/ CGs at the moment. I don't believe we know any workarounds either

[viral sinew]

well that sucks ._.

[wise fox]

I've been having problems with AL; every time I play within several minutes, regardless of what I am doing, the game just crashes; I have tried reinstalling, it crashes during the data repair and during the in-game updates; I don't know what to do

[unique hawk]

why do i get this when i try to buy the trade license?

[spring grotto]

That's usually believed to be a network issue to the game servers. Can you please try using a different network(e.g Wi-Fi/Mobile Data) and/or a VPN?

Or possibly even restarting your device as well

[covert sparrow]

Welome to the club that bought gems, and obtained an error instead

[unique hawk]

wow i actually paid for that

[tropic pagoda]

Hi, on the latest event, i cant open the hard mode even thoug i 3 starred a1-b3 it said "you need to complete previous chapter" does anyone experience this bug ?

[lost pagoda]

Still happening. And yes it does seem it's my WiFi.

Cause when I was out and using mobile data

[spring grotto]

@unique hawk If you did end up getting charged for the license and didn't receive it, please contact support to manually get it activated
@tropic pagoda Go to Map "A" and click on HM

[lost pagoda]

I entered fine.

[spring grotto]

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[unique hawk]

@spring grotto i paid 5 times for it because i thought that it works on another day so i tried it 5 days in a row

[tropic pagoda]

Cool it works, thanks 👌

[spring grotto]

@unique hawk If you were charged extra times, attempt to contact your respective app store to attempt a refund. If they refuse it, then contact AL support at that time and they'll work w/ you

[lime otter]

Guys, I know that I have to send an email to the team of Azur Lane so that I can get my data back so I already know that I have to send them my old Username and Server that I was on and my new Username to them but does it have to be in the same Server???

But if I were to make a new Username does it have to be in the same Server as my old profile?

[spring grotto]

It doesn't necessarily need to be in the same server

[lime otter]

@spring grotto so what would happen if you do get your data back???

[sinful yoke]

you can login as usual

[lime otter]

Oh

[wise fox]

I've been having problems with AL; every time I play within several minutes, regardless of what I am doing, the game just crashes; I have tried reinstalling, it crashes during the data repair and during the in-game updates; I don't know what to do

[keen raft]

What device are you playing on?

[wise fox]

Iphone 6

It really started about a week or so before the beta ended

But even then it was manageable, it's gotten worse in the past few dats

*days

[keen raft]

The iPhone 6 is below minimum requirements to run smoothly now

[wise fox]

where'd you get that?

Well at least I'm eligible for an upgrade

[keen raft]

Not sure where exactly it says but phones with less than 2 gb of ram have been having issues

[wise fox]

would a 7 work or should i go higher

[keen raft]

A 7 should work

[wise fox]

alright then, thx for the help

[craggy fox]

Well this almost day 5 still not reply :'(

[sinful yoke]

business days

not everyday

keep that in mind

[sleek stump]

hey i received an error on my purchase of gems ingame. i didnt received the gems but i lost the money on my googleaccount. what do i have to do now?

[keen raft]

can you try this first?
https://cdn.discordapp.com/attachments/488684387932700672/539398525155540992/S0BM9PXLn9.gif

so click as if youre going to buy the same pack but cancel the transaction

[sleek stump]

doesnt seem to help

[keen raft]

then youll have to contact customer support

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[keen raft]

include your receipt as well

[sleek stump]

ok then i'll write an emal. thanks for the help

[keen raft]

np
theyre a bit swamped by issues rn so it might take a bit longer than usual
https://twitter.com/AzurLane_EN/status/1131815279393067009

Azur Lane Official (@AzurLane_EN)

Dear Commander,

A friendly reminder with the weekend coming, the CS team will not be on duty over weekends. They are trying hard to catch up on emails. Reinforcements are on the way, but in the meantime, we thank you for your patience in waiting for a response.

#AzurLane

Likes

736

Twitter

[sinful yoke]

it can take 1-8 business days

[sleek stump]

i can wait, so long i get my gems while the event runs^^

[kind zenith]

Hey guys, is there a way to disconnect my Yostar Account? My old E-Mail was apparently in a few breaches so I recently updated all my relevant Accounts but there doesn't seem to be an option to disconnect my Yostar E-Mail unlike with Facebook and Twitter?

[spring grotto]

Unfortunately there is not a way to disconnect them. They are permanent w/ the AL account and the email associated w/ them

[kind zenith]

Eh. A shame. Doubt it's important but it kinda bugs me, though thanks for responding

[jovial rock]

Hello i'm accidentally deleted AzurLane from my phone, how can i recovery my account if i dont link it to facebook or something else.

[carmine hedge]

I purchased a trade license and got an error message, I didnt catch the error as I tapped too quickly but it was not the payment failure message pinned to the channel and Google sent me a receipt.

I made a quick second purchase of 1$ gems to see if the error would happen again but did not

[keen raft]

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[keen raft]

@carmine hedge include your receipt as well

[carmine hedge]

Thanks

[keen raft]

/recovery

[pale pagoda]

If you have lost your account due to a bug or overwriting it, you need to e-mail to [e-mail] and provide us the information stated below:

First, complete the tutorial and bind your new Azur Lane account to either your Facebook or Twitter account.
Afterwards, provide us with your OLD profile in-game name (preferably with UID) and the Server you played on.
Provide us with your NEW profile in-game name (preferably with UID)

Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[jovial rock]

Thanks

[keen raft]

@jovial rock follow the steps in the message above

[jovial rock]

Ok

[carmine hedge]

anyone else with just a black screen ?

[latent ocean]

yeah I got that suddenly on Noxplayer but seems to work on my tablet still

nvm it got up again on nox

[carmine hedge]

up now

[stone prism]

Can someone explain to me this
I never need VPN to play AL ..but after yesterday night in can't play without VPN using data my WiFi under maintenance

[spring grotto]

Unfortunately we can't say an specific reason besides it's either server side or your Data ISP began to block it

[stone prism]

I'm not sure about those

[jaunty moth]

I just wanted to ask. How long does account recovery tickets usually take since I sent mine on the 19th, got a response on the 22nd and send the info I had for the account which included everything except the UID since I didn't know it (so level, new account UID/Server and username.etc) but I haven't had any response since the 22nd. Especially since well... Bismarck event currently.

[sinful yoke]

it can can take 1-8 business days atm

[timber hazel]

Is anyone else missing event memories after the UI update? I checked the list near the end of the last event since I knew I'd be short on the collection one to make sure I had everything else. Now I'm missing a few of the final scenes from previous events.

Was referred here to ask about it, but I see that there's also an email method for account stuff. Which should I be using for this? I figured that the email might be for just account recovery so I wanted to make sure.

[sinful yoke]

missing memories is known

[timber hazel]

Alright, thanks. Do I have to submit something for it or will they resolve it after everything else calms down?

Nevermind, found it. Thanks again. Couldn't find any records of the Kizuna Ai event in particular having them go missing as well though, so just dropping a mention for that.

[glacial merlin]

Anyone know how to move full app to sd card? Playing on Samsung galaxy s5. I have no space :c. Going through settings > storage only moves a small portion of the app.

[sinful yoke]

you cant play AL on sd

it will not load

and it will end up corrupting

[glacial merlin]

Muh hopes and dreams...

[dusk fox]

if you are having the wifi connection error, try restarting your modem/router

i just restarted mine and i was able to log in for now

[cunning wadi]

idk if this belongs in tech support or not but if i wanna download the game onto a new SD card would I just have to tap the twitter icon on the login screen to get back on my account that is backed up with twitter or would i have to do something else?

[sinful yoke]

you cant play AL on an sd card

the game wont run

[cunning wadi]

it does on mine

[sinful yoke]

and to answer the question of logging in, just login at the title screen on the left side

[cunning wadi]

alright, thanks

[round lodge]

Goodnight. I have a problem. My account is linked to Facebook, but I forgot my password from it. I submitted the application for restoration to them, but it is not known how long it will take. Are there any ways out of this trouble?

[dusk fox]

have you sent a password reset to your email?

[lost pagoda]

I ran into a issue where I defeated all of the ships but the boss ship isn't appearing.

[spring grotto]

@lost pagoda Its a desync issue. Restarting the game should cause the boss to appear

[round lodge]

@dusk fox I think so, but after that they sent my Facebook account for review and I cannot use it. Maybe I did not reset? Something I got such a feeling.

[lost pagoda]

Alright on it. And for the wifi connection thing I am gonna reset my router.

[spring grotto]

@round lodge well really the only things to do is to either recover your FB account and get access to it or wait for customer support to recover your account but the usual response time is anywhere 1-8 business days

[round lodge]

8 day. shit. it very long

[novel ravine]

it varies, I sent an email yesterday morning and got a reply by the evening

[round lodge]

Heck, I seem to instead reset the password, clicked on account recovery. Everything indicates this. My inattention due to fatigue.

[plain depot]

Hey, where do i go with failed gems purchases? As google went fine, but failed in game

[spring grotto]

Try this first. Attempt to purchase the same gem pack again but CANCEL before confirming it. Don't actually confirm it. Here's a gif showing an example https://cdn.discordapp.com/attachments/488684387932700672/539398525155540992/S0BM9PXLn9.gif

see if that gets them sent to your account. If not, just let me know

[plain depot]

Still nothng

Tried few times, first one failed w/o even showing google prompt, another showed google but did nothing

[spring grotto]

Darn. Okay, if the canceling didn't work then please contact customer support to manually get the gems pushed to your account

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[spring grotto]

also please include the transaction information such as a purchase receipt

[plain depot]

Mail confirmation will be okay?

[spring grotto]

Hm....ideally it could be but you could also get your Transaction ID and receipt from play.google.com and going to "Order History"

[plain depot]

Ok. Thanks for help!

[spring grotto]

No problem at all

[solemn wedge]

I cant pick up these rewards

it just freezes at loading

[sinful yoke]

try restarting and try again?

[solemn wedge]

I tried

several times

😦

[sinful yoke]

try using a vpn or different connection, if that doesnt work it might be a corrupted file that wont let you open it

[solemn wedge]

if i leave it it quits and tells me server maintenance

[sinful yoke]

or even restart your phone

[solemn wedge]

i'll try using a different connection first, how would i go about using a vpn

[sinful yoke]

download a(free) vpn and turn it on

on the app store/google play

[solemn wedge]

ok

do you think redownloading the game would help

[sinful yoke]

if it didnt work, then it might

as it might be corrupted files

youcan also try the File Repair in settings

[solemn wedge]

i'll try file repairs first

thank you for helping

:d

[zinc sigil]

I reinstalled to fix the files but I cant get my old account back even though its bound i keep getting an error message so i cant log in

[sinful yoke]

whats the error message

[fast python]

#EN #Lexigton
Help needed , its been while since I have played AL and I changed my phone and cant seems to recover my account , I have tried to reach out for the support team with no luck , what can I do to recover it?
I have the full details for my account but there isnt anyway to use email login as before.
Thanks in advance

[sinful yoke]

you'll have to reinstall with wifi unfortunately
its due to a missing file

@fast python did you bind?

[solemn wedge]

repairing didnt work going into reinstalling

[fast python]

@sinful yoke no , I used to login using email

[sinful yoke]

if it wasnt bound, how did you login with email?

[zinc sigil]

Welp here i go to reinstall thanks for the help @fast python

Wait no i meant @sinful yoke

[fast python]

@sinful yoke there was email option on older version

If I recall correctly , but can't seems to be able to see that option anymore

Only yostar option

[sinful yoke]

its under yostar

thats what it is

the yostar account system

uses email

[fast python]

I tried but its new start

[sinful yoke]

make sure you're logging into the right server

[fast python]

I was on Lexington

But its new start

[sinful yoke]

are you logging onto lexington when you're at the title screen?

[fast python]

Like new start

I did

[sinful yoke]

it resets to the newest server when reinstalling

and you definitely did bind to yostar in settings back then?

[solemn wedge]

reinstalling the game did not help

I guess i should put in a support ticket

[sinful yoke]

unfortunate

[solemn wedge]

might have something to do with the new UI updates maybe 😛

[fast python]

@sinful yoke what can I do ?

[sinful yoke]

you definitely did bind to yostar in settings back then?

[fast python]

No I didn't bind to yostar

[sinful yoke]

then thats why

you cant retrieve an account without ever binding it

[fast python]

Can you help me recover it ?

[sinful yoke]

/recovery

[pale pagoda]

If you have lost your account due to a bug or overwriting it, you need to e-mail to [e-mail] and provide us the information stated below:

First, complete the tutorial and bind your new Azur Lane account to either your Facebook or Twitter account.
Afterwards, provide us with your OLD profile in-game name (preferably with UID) and the Server you played on.
Provide us with your NEW profile in-game name (preferably with UID)

Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[sinful yoke]

right here

make sure to include all the information requested!

if you have a question feel free to ask

[fast python]

I have sent email

And I did

[sinful yoke]

the waiting begins

[fast python]

How long ?

[sinful yoke]

it can take 1-8 business days, theres no set estimate unfortunately

[fast python]

Holy cow

[sinful yoke]

unfortunate, I know

though better than not being able to recover, which wasnt an option 3 months ago

[hot verge]

I sent an email for the account recovery and I don't recieved anything yet. I sent it the last saturday

[fast python]

I won't have enough time to collect the ships...

[sinful yoke]

they do not respond on weekends, and it can take 1-8 business days

[fast python]

@hot verge sounds promising...

[hot verge]

Oh ok thanksI will wait

[pallid oar]

i keep getting network errors

[sinful yoke]

check the checklist in pins

[dusk fox]

@pallid oar try restarting your router

[dusty torrent]

Azur lane does not work when I’m using mobile data

I’m using Vodafone

I looked on reddit and people had the same problem with Vodafone

[sinful yoke]

it must be a provider issue then

are you in SEA?

[dusty torrent]

I’m in Washington

It used to work but after the new update it doesn’t work

[median needle]

she means your region irl

[dusty torrent]

I’m in Washington server but I’m in Australia

[sinful yoke]

I see

you can try contacting your phone provider about it, but there isnt much we can do

[dusty torrent]

Only occurred after the major update

Ok

[gilded lichen]

Hello, I had a store error charging gems. I sent in a support e-mail about a week ago and I've not heard anything back. I wanted to check to make sure I was in the support que.

[mellow whale]

^ I want to check as well if I'm in the support que

[sinful yoke]

did you send it to [e-mail]?

if so, then you are in the support queue

but if you're really concerned, you should have also seen this tweet

[mellow whale]

the weekend off and a slight delay on the replies?

[sinful yoke]

https://twitter.com/AzurLane_EN/status/1131815279393067009

Azur Lane Official (@AzurLane_EN)

Dear Commander,

A friendly reminder with the weekend coming, the CS team will not be on duty over weekends. They are trying hard to catch up on emails. Reinforcements are on the way, but in the meantime, we thank you for your patience in waiting for a response.

#AzurLane

Likes

738

Twitter

they always get weekends off

[mellow whale]

so this is the right email?

[sinful yoke]

yep!

[gilded lichen]

okay I'll hope for the best then, thank you

[carmine hedge]

How do u even overwrite an account? By accidentally using the same email address?

👀

[sinful yoke]

you try to bind in the login screen

[carmine hedge]

Oh

[sinful yoke]

50/50 fb or twitter will stop you

50/50 it wont

[carmine hedge]

How would they even rebind the old account to the new account I thought yostar accounts are permanent once binded

🤔

[sinful yoke]

they are

[carmine hedge]

If the lost account had an existing email used for yostar and a new account was made for it, couldn't u use a different email?

In terms of account recovery?

[sinful yoke]

you cant use yostar for recovery

its only twitter or facebook

since yostar has the whole perm bind

[carmine hedge]

So basically if the account was mistakenly made on login screen with a yostar account, it is still bound to the email address.

[spring grotto]

Correct. That fresh account will be bound to Yostar automatically b/c it was used on the Title screen

[carmine hedge]

It's just a mistake to make it on title screen then

[sinful yoke]

thats to login though

[spring grotto]

Title screen is always for retrieving accounts. Settings menu is for binding them

[carmine hedge]

I mean typically games at login screen require u to sign in or log in before proceeding so I can understand the confusion

Luckily I made mine at settings but still fascinating

[sinful yoke]

never seen a game have you bind at the login screen

[carmine hedge]

Oh if its mobile games then I wouldn't know lmao

I has PC game background

[trim kettle]

Hey

[sinful yoke]

hi

[trim kettle]

Can i pm you

Im sure you know what i wanna ask

[sinful yoke]

you may

I dont actually

[trim kettle]

Ok

[keen raft]

[trim kettle]

I dmed you sir

[somber pendant]

Anyone know what's the SS requirement on D2? It is certainly has nothing to do with subs as no combination of those seem to affect it

[keen raft]

its asw

[somber pendant]

Ah, thank you

[worthy edge]

Excuse me, could someone help me get my game to open in Debug mode? need it for an ongoing ticket with AL CS

is it possible on Iphone and if not, how to get it on Nox player?

[sinful yoke]

check pins in #bug-reports for a video demonstrating it

device doesnt matter

[worthy edge]

Thank you!

[foggy shore]

Hi, You know why when a battle's begin, i freez during 3 sec ?

[misty crow]

as in the whole game freezes?

[foggy shore]

My screen freeze but the ships fire and move

[misty crow]

so the sound still plays?

[foggy shore]

No

[zenith falcon]

Hi there, I have a "well-known" problem about my game not able to connect to the server using mobile data. But for me I've played the game for 2 years and the issue only appeared 2 days ago. I tried to use a VPN, clearing the game cache but nothing works ... Any ideas ? As the game work perfectly fine in wifi

[misty crow]

2 years?

EN hasn't even been out for 1

[zenith falcon]

I mean on the KR

Now I play on EN

And I play EN since the launch

[misty crow]

where do you live exactly

[zenith falcon]

France

[misty crow]

might be your mobile data isp blocking it

@foggy shore try doing a data files fix in the settings

[zenith falcon]

The error is "connection to server lost"

Right after it says login successful

[misty crow]

that's not an IP block already

[foggy shore]

What's data files fix ?

[zenith falcon]

And if I spam it it is loading for like 45sec

But connection to server lost again

[empty rapids]

I've been having the connection issues where only mobile data works. Ive sent in my email already cause i read the pins but i had a question. Has there been any reports of people getting connectivity back? Because twice over the last four days I've been able to connect again without use of VPN on my normal ISP connection and then around 24hours later or so it goes back out again. I was just curious cause i feel like if it was a straight block it'd be blocked for good and not letting me get on every other day but idk.

[zenith falcon]

Well for me I remember some days i wasn't able to connect on mobile data but waiting some time it was able to connect

[misty crow]

yes there have

[zenith falcon]

But for the last 2 days it's impossible

[misty crow]

try what's in the pins first

if that fails then yeah, contact CS

[empty rapids]

Alright thanks just wanted to know. I'll keep waiting on the email response then

[zenith falcon]

Well let's contact them then

[misty crow]

@foggy shore

[zenith falcon]

As I already tried everything

[whole verge]

I want to rebind from twitter A to twitter B. If i press disconnect button and press authorized app it said failed 100213, i cant disconnect twitter account

[foggy shore]

@misty crow it do it once but it ain't work

[misty crow]

@whole verge you can't unbind without having at least one other bind

[junior bronze]

asking for a friend. is this a bug where he already 3* all A and B on the event stages but still havent unlocked hard mode.

[whole verge]

@misty crow really

Okay

Thx for help

[misty crow]

@junior bronze hard mode can be done without even doing the A/B maps...

[junior bronze]

but he says its showing "Stage is not available"

[misty crow]

you just have to press the hard mode button from the A map

[junior bronze]

to him

[misty crow]

@junior bronze ask him to go back to A map and then press hard mode

[foggy shore]

@misty crow what i do ?

[misty crow]

try a full reinstall

[junior bronze]

@misty crow Tnx. its ok now.

[foggy shore]

@misty crow i full reinstall ?

[misty crow]

yes, after binding

[foggy shore]

[zenith falcon]

Well I repaired my game in the option while in wifi

Tried again to log in 4g and it doesn't work

😂 👌

[dreamy pawn]

When starting a class

[keen raft]

wait 20 minutes

its a daylight savings thingie

[cobalt snow]

There's a minor DST desync that causes the class to think it's already the next day's thing, ya

IIRC, changing the device's time was a workaround if you wanted to bypass issues

[dreamy pawn]

I see, thank you

[outer herald]

It's a daylight savings issue

[tepid jacinth]

i get an error, something about update may be required, error id 14582. the thing is theres no update on appstore

[misty crow]

got a screenshot?

[misty crow]

that's very weird

and restarting doesnt fix it?

[tepid jacinth]

nope

i even restart my phone

[cobalt snow]

IIRC that's a missing file error that needs a reinstall?

[misty crow]

might need to reinstall

yeah

the game is outdated

[tepid jacinth]

.....

damn

[cobalt snow]

If you've bound you should be fine, but if you haven't there's recovery

[tepid jacinth]

i havent

[cobalt snow]

Currently they're a bit swamped with requests, though normally it's 3-5 days for this

/recovery

[pale pagoda]

If you have lost your account due to a bug or overwriting it, you need to e-mail to [e-mail] and provide us the information stated below:

First, complete the tutorial and bind your new Azur Lane account to either your Facebook or Twitter account.
Afterwards, provide us with your OLD profile in-game name (preferably with UID) and the Server you played on.
Provide us with your NEW profile in-game name (preferably with UID)

Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[cobalt snow]

Actually, there's a method to install certain files by deleting one manually, IIRC

@tepid jacinth try following the File Deletion at the bottom of the spreadsheet that's in pins

[quasi thorn]

Was playing, got DC'd and now get reconnect

[tepid jacinth]

@cobalt snow oh dear....., but anyway thanks for the advice

[quasi thorn]

nvm started working again

[neat ibex]

Hey, apologies if this isn't the right place for this. I just bought gems for the first time around an hour ago and didn't receive any even though the paypal transaction went through. It looks like the game didn't acknowledge me buying them at all since it still shows the double gems bonus etc. How should I proceed to try and get this sorted ? Should I try and get in touch with a staff member or mail customer support ?

[cobalt snow]

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[cobalt snow]

In addition, you should include the receipt in your email.

[neat ibex]

Oh gotcha, thanks for the answer

[tacit egret]

I take it still no information on molpay 200220 error? I'm not emailing yostar staff everytime i want to make a purchase. Guess I'll spend money on FGO then 🤷

[cobalt snow]

Have you tried using a vpn during purchases? 200220 is a connection issue, and most all purchase issues are caused by connection issues.

[round lodge]

Good day. The support service has e-mail? I can not find him.

[cobalt snow]

[e-mail] as per above. What's your specific issue though, to confirm that you need CS to resolve everything?

[round lodge]

@cobalt snow I have a problem with the login to the game. Lost account from Facebook. I submitted the application for restoration, but it is not known how long they will carry it out.

[cobalt snow]

OK, so you lost your account and did the steps according to the recovery command process? If so, normally it's 3-5 business days for a response, but due to the recent influx they've announced that it may be a bit longer than normal. If you were to send a follow up email to check in, you would do so on the same email response chain, as doing a fresh one clogs their backlog.

[round lodge]

@cobalt snow Yes, I sent as they requested for the restoration of the phone, ph and something else. You want to say that I can only wait?

[cobalt snow]

Yes, please wait patiently for a response. If you think you've possibly been overlooked, make sure to not send a new email, and just one on top of the previous as a heads up, as per https://twitter.com/AzurLane_EN/status/1131815279393067009

Azur Lane Official (@AzurLane_EN)

Dear Commander,

A friendly reminder with the weekend coming, the CS team will not be on duty over weekends. They are trying hard to catch up on emails. Reinforcements are on the way, but in the meantime, we thank you for your patience in waiting for a response.

#AzurLane

Likes

739

Twitter

They're fairly busy at the moment, so hopefully they can get yours recovered as soon as they can.

[round lodge]

Stupid recovery system in Facebook. Grr.

[vernal void]

Why i stuck in here? I wait in 5 min and still in here and i try in different network

[carmine hedge]

What should I do with this?

[nimble wraith]

it's a known bug. u should wait for fix for now

[frosty harness]

I'm currently unable to connect through Vodafone Australia (Washington server) and its been like that since the Bismark patch

[carmine hedge]

[frosty harness]

I have tried all the suggested fixes, and it seems to be a vodafone itself (can connect to game via Wifi on this device)

[zenith falcon]

@frosty harness exact same problem

But I live in France and I have SFR

It's not a problem of Vodafone, the problem occured 2 days ago for me

Only wifi works

[misty crow]

Vodafone actually has blocked AL in the past

[zenith falcon]

Oh okay

Vodafone isn't availible in my country so

[misty crow]

It would seem like they've done it again

[hasty hatch]

I have exactly the same pb since a few day i can't connect with mobile data im on SFR too

[misty crow]

And that's not really a word you should use

[zenith falcon]

You live in France @hasty hatch ?

[hasty hatch]

Yes

[zenith falcon]

Maybe SFR blocked it then

[hasty hatch]

Damn thats sad .. why would they do that

[zenith falcon]

My why do they do that

[misty crow]

Unfortunately, there's nothing the AL team can do then

[zenith falcon]

All I can do is use a VPN

[misty crow]

Correct

[zenith falcon]

As only changing DNSs doesn't work

Ffs

[robust saddle]

are the servers down?

been a day, thought it would fix itself q.q

[misty crow]

Not at all

[zenith falcon]

Servers aren't down

[robust saddle]

all i get is connection lost whenever i try to connect to washington server

[misty crow]

Specifically Washington?

[robust saddle]

avrora as well havent tried any others

ive tried clearing cache as well

[frosty harness]

yes

so my mobile carrier can make sure its not their end... is there an IP address they can check for ?

[robust saddle]

having the same problem Jester?

[frosty harness]

its a bit hard just saying "washington server for azur lane" ..

yeah, on the phone to my mobile carrier as we speak

[robust saddle]

ye get a flash when its trying to connect, just finished reinstalling too and its doing the same thing

[zenith falcon]

Same i get a white flash

[frosty harness]

same

[carmine hedge]

Same here. It's my wifi that cannot connect my mobile data works just fine. Washington server. Started after the big patch for the new event there was a minor update it worked next day another update and stopped working.

[frosty harness]

Vodafone support don't THINK they've blocked it, but they're escalating to the network team.

[carmine hedge]

As extra info. Location: BR land (Brazil) haha

[misty crow]

Hmm it's pretty unusual

I'll escalate it to the staff again

[carmine hedge]

Thank you Ender!

[robust saddle]

thanks man

[hard oar]

I know peeps have had connection problems that have been solved by using a VPN. Has anyone said they've had connection problems because they've used a VPN?

[teal jungle]

@frosty harness buddy you and I have the same problem

I'm getting network problem

With Washington server

[nova charm]

Who was it that we messaged again when we had purchase issues?

[frosty harness]

@misty crow just for clarity sake... I've tried 3 different handsets on Vodafone (Australia) no go. will work thru VPN, Wifi, or a different mobile carrier. I've gone thru basic diagnosis with my carrier, and they have escalated the fault to their network team. I will advise if they find anything.

[misty crow]

Ah I see

Thank you

[carmine hedge]

Alright infinite loading going on the 6th month. I cannot fix this no matter what I do. It's gotten so bad to the point where when I let the screen time out it loads forever!

[main iris]

@frosty harness I have the same problem with Vodafone. This happened a few months ago too, and it disappeared after a while.

[robust saddle]

Hmm i can log in at home just fine it seems. Perhaps it might have been at issue at work

[subtle cobalt]

Good day everyone (I'm not sure It this is the right channel) , I changed telephone, and I can't get back my previous account. I connected both accounts to the Yostar AND Facebook account, worthe UID, level and all to the support via mail, but nothing: every time I log in I find the new account. Don't tell me my old one It's lost :(((

[spring grotto]

Okay, so on your original account, you bound to Yostar and Facebook in the settings menu?

[subtle cobalt]

Yeah

[spring grotto]

Okay, and you logged in with those options on the title screen on the new device correct? If so, be sure to check your server. You need to choose the one you previously played on

[subtle cobalt]

Wait, I'll take the old phone

Okay, on the new account I was playing on Avrora, while the old one was on Sandy. This makes me the biggest baka in AL history. Thanks a lot man, I was sad hahahah

[spring grotto]

Hey, no problem at all and glad that it got all solved

[brisk prawn]

Hello, I have a problem with my game where it doesnt work with my internet (eventhough its fine) but when i either use data or a vpn it works is there a reason y?

[spring grotto]

It's either something going on server side from AL or your ISP is blocking it for some reason

[brisk prawn]

If its blocked what do i have to do to get it unblocked?

my game was perfectly fine before the bismarck event

[spring grotto]

Well for you ISP, the only thing that I could think of would be to talk to them about it. That is, assuming that's the actual reason for the connection issues. But there are some known server issues for quite a bit of people so that's probably what you're suffering from.

[brisk prawn]

Damn that seems to be quite a pain

but im not sure my ISp might have blocked it

like i said the game was perfectly fine before the bismarck event

so i dont think it might have been the isp

[proper trail]

You cant make that statement, they could have just blockrd it now

[brisk prawn]

i know but it seems weird for my isp to block it as soon as the event came out

so im not really sure

[proper trail]

If it works with a vpn and not on that wifi then it was probably blocked

Try it on another network i guess if you dont think that is the case but im almost certain that it was blocked

[brisk prawn]

idk where else to try atm since im at home

[proper trail]

You cant really, the next time you go out and you have a wifi network to connect to maybe a fast food place or something and try it out

For now all you can do is play the game on the vpn until you confirm it

[brisk prawn]

if it really is blocked all I have to do is contact my ISP to unblock it right?

[proper trail]

I dont have any experience about that so i cannot say for certain sorry mate

[brisk prawn]

its ok tho thanks for the assist

i didnt think i mentioned this thought but

when i was using the regular wifi without vpn

it says login successful but after that it is stuck on an infinite loading screen

[hidden knot]

Hi.

I need help

[spring grotto]

What's the issue?

[carmine hedge]

So this started yesterday. For some reason when I open or play azur lane I get little ads at the bottom of my screen and I need help. I do not know if it is adware or the game Idk.

[hidden knot]

Does anyone have this problem??

Its ship build Related bug. That Message Appear when i was about to use Quick Finish.

[spring grotto]

@hidden knot It's a desync issue. Restarting the game will automatically deploy the ships to your dock. You can sort it by time joined to help determine who it was.
@carmine hedge Uh....AL shouldn't be putting any ads on for you

[hidden knot]

Finger Crossed its just The infamous Server Desync from my part

[carmine hedge]

Well it is

Its also on all my apps but mainly azur lane

[hidden knot]

@spring grotto Ahh..i was right.

[carmine hedge]

So Idk if it is something AL is doing for me

So Should I delete AL and reinstall it

[spring grotto]

Yeah, sounds like something got on your phone or something. Did you download AL straight from your app store?

[carmine hedge]

Yeah right from the app store around when it 1st came out

[hidden knot]

@carmine hedge Well i didnt get a single Ads in game. aside of Akashi and Shoranui "no doscount" and "its worth 300Gem" face rezpectively. Haha

[sinful yoke]

I wouldn’t be surprised if its something your phone is doing

[spring grotto]

I'd doubt it was caused by AL and rather just some type of malware or similar that got on your phone

[carmine hedge]

How could i detect it

Idk what is causing it

[spring grotto]

There should be some type of malware/virus/etc scanner apps that you can download for free. I always use Malwarebytes for work when I need a quick scan and they have an app on Google Play

[grand swallow]

@carmine hedge Have you installed any apk recently

[carmine hedge]

Yesterday but I canceled it

It did not fully download

Might just see if I can get a free phone or get a new one

[grand swallow]

Hmm, you can try an anti-virus

You have ads in all apps?

Or just in AL?

[carmine hedge]

Well it has popped up 2 times in massaging, 1 time in settings and like 10 plus times in al

Can u put a link to that scanner u were talking about? I don't want to get A fake and it get worse

[grand swallow]

I know two good apps

AMC Security and Nox Security, but I can't guarantee if this will solve your problem

[spring grotto]

Well I'm not too sure how I would link to a Google Play page, but for the one I recommended, you just search "Malwarebytes Security" and it'll be the first option. It'll have plenty of reviews and what-not so you'll know if it's the real one. Just download the free version as it comes with a "Adware and Malware removal"

[carmine hedge]

Ok

Just got it

How long dies it take to scane

Scan

[spring grotto]

Hm...that would really depend on how much you have in your phone

It can vary

[carmine hedge]

I have most of the default apps along with AL Twitter and discord

Its on Twitter

Been on it for 2 mins and still at 0%

Wait its going

Already found a malware

[grand swallow]

Can you say the name?

[carmine hedge]

So how does it get rid of the malware

Malwarebytes

[grand swallow]

Malware name

[carmine hedge]

Oh

It just says 1 malware found

[grand swallow]

Ah i see

[spring grotto]

Well after the scan completes, it should give you the option to clean all items that it finds

[carmine hedge]

Ok thanks

If it continues I will inform you

[grand swallow]

I know a lot of malware so I wanted to know if this is one that I know

[acoustic cosmos]

I'm stuck in the tutorial after reaching level 45 commander. Can anyone help?

After the tut says "let's enhance this gear one time" it just says " "Selected character is deployed on special ops" and is softlocked after that

[spring grotto]

It's a known bug w/ some accounts. If you'd like, you can contact support as it's possible that they'll need to manually fix it for you

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[acoustic cosmos]

Hmm okay :/ Although I cannot reach the in-game profile because of that bug. Is there a way to get the UID elsewhere?

[spring grotto]

Unfortunately there isn't. But as long as you have your in game name and server (which should be acquirable) they can search for your account and find it

[acoustic cosmos]

Ok thank you 😃

[carmine hedge]

Ok i just deleted the malware. Hopefully it stops now

[rose blade]

Hello I don't know if I should ask here but I have some trouble when I launch the game here the msg

[spring grotto]

For network issues, please check the pinned message for some possible workarounds including switching your network and also trying a VPN

[twin ore]

oof

[uncut terrace]

I've been dealing with the same issue

finally got it working again

[shell phoenix]

oh carol doesn't have the staff role anymore

[keen raft]

[analog notch]

carol does not do 1-to-1 help anymore if that's what you needed

what is the issue though?

[shell phoenix]

Failed transaction, already sent an e-mail was just wondering what happened lol

Dmed Carol this afternoon since I did a while back, but got no reply

[analog notch]

they changed their support policy and no longer provide that help from discord

[misty crow]

Carol is no longer taking cs

She doesn't even have the yostar role anymore

[sinful yoke]

no one is supposed to take direct support inquiries

[analog notch]

I assumed she dropped the staff role to discourage DMs, not sure if that's evidence of her not being staff

[sinful yoke]

its evidence

[keen pumice]

So I purchased some gems recieved a payment confirmation but no gems the second time now what to do?

[shell phoenix]

Send an e-mail, scroll up until you see Nimi-sensei's post

[mystic saddle]

^i am.same with u

[sinful yoke]

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[sinful yoke]

please include your receipt as well

if you have one

[shell phoenix]

tfw 3-5 work days but l2d bisko tomorrow

[mystic saddle]

Thanks

[sinful yoke]

it might take 1-8 works days actually

[trail flax]

anyone experiencing sudden crashes after update too?

[sinful yoke]

what phone do you have?

[trail flax]

s9 plus

[keen pumice]

Thanks for the help how long does the support need to reply to an email ?
Like how many days or hours?

[sinful yoke]

it can take 1-8 business days

@trail flax do you know how much ram it has?

[keen pumice]

Thans for the fast reply have a great day!

[keen raft]

The s9 plus probably has more ram than my laptop

[carmine hedge]

Does texting support through the settings even work?

[sinful yoke]

yes

its kind of vague though

im personally not aware of how you get notifications for it

[carmine hedge]

No like there is no response

[sinful yoke]

well it can take 1-8 business days for a response in any form

[carmine hedge]

Oh oki oki

So it is both email form and this

It can take that long

@spring grotto hey thanks for recommending Malwarebytes it got rid of the adware

[sinful yoke]

yep, but its recommended to only do one, not both

[carmine hedge]

Oops

Lol

[sinful yoke]

well

[spring grotto]

@carmine hedge Hey, great to hear!

[carmine hedge]

Tbh I think it's better to use the settings one as it kinda keeps a log of the conversation

Using email can get messy

I guess I could try to ask here if there was ever an instance where I would need to recover my account. How would support verify that I am the owner. Would like to prepare for an event if that were to happen.

Never been in that situation so I personally wouldn't know

[spring grotto]

There are certain questions they would ask you. Some simple examples I can think of would be: Commander level, who was your first oathed ship, what's your X Fleet formation. But I'm sure they have plenty more they could ask to get verification

[carmine hedge]

Oh wow

Good thing I asked lmao

[glacial merlin]

Yah... Tbh I don't know the answer off hand to any of those lol....

[cobalt snow]

You should also get your UID from the profile screen @carmine hedge

[carmine hedge]

I was honestly worried if anyone could just claim someone else's account by saying its lost if they provided info like just commander level and user ID...

And yeah I got my ID saved

What is an oathed ship

[winter ermine]

Married

[carmine hedge]

So if u marry more than one

Should remember all

🤔

Marry the whole dock

[winter ermine]

Could help, but unless you tell people, or someone stalks you, first one you should know

[carmine hedge]

Nah I want my account tightly secured

Sry for my newbie questions

Azur lane staff prob gonna think I'm wacko for asking the same stuff all over the place

[cobalt snow]

It's fine to ask questions just don't ping the actual staff

[carmine hedge]

Yeah

I mean like through email and through texting settings

yeah I wont ping

They get a lot of questions and stuff

From what I've heard

[rancid nexus]

I don't know if my problem fits here or not but I'm having a problem where the "Recommend" button doesn't work for commissions that require a level 100 ship, even though I have several level 100 ships not in use.

[cobalt snow]

Are those ships in Hard Mode map fleets? unless they changed that, currently to prevent issues ships in those fleets also count as being busy for the recommend feature

[carmine hedge]

Gimme them ships

Me has very little

[rancid nexus]

I don't suppose there's an easy way to clear hard mode fleets huh?

[spring grotto]

Unfortunately not

[cobalt snow]

Unfortunately, no, and you need to clear all the HM fleets that you've used them for

[rancid nexus]

fun

[carmine hedge]

Just manually pick the ships I guess?

[rancid nexus]

yeah but it gets to be a pain

[cobalt snow]

That works, but if you'd rather prevent that, clear the hard modes that you're no longer doing or get more lv. 100 ships

[carmine hedge]

I wish I could have ships like dat lmao gotta start grinding

[rancid nexus]

good luck lol

[carmine hedge]

[rancid nexus]

that fixed it, thanks much

[winter ermine]

I thought I had a work around, but nope, still more biting the dust. Ark royal gonna sacrifice herself for the new lolis

[sinful yoke]

what did you try?

~~so we can not suggest it in the future if we ever think about it ~~

[winter ermine]

Setting my oldest ship as secretary. Had best results about 12 new ships before replacement

[carmine hedge]

U wanna be my secretary?

[winter ermine]

At least I know it's my oldest ships getting axed.

Sadly I have a mix of used and unused ships there

[native iron]

Hello. I sent a request to restore my account 5 days ago, but they didn't answer me. I wrote to this post [e-mail]

[spring grotto]

The usual response time is anywhere between 1-8 business days(weekends not included) as of right now due to the amount of support inquires they're currently receiving

[native iron]

Thank you

[winter ermine]

What happens once it goes over 9 days

[spring grotto]

Over 9 business days(not including weekends)? Hm...at that point I'd say you can send another. Just send it as a reply to your original one to keep up the chain w/ it

[winter ermine]

Ok. Currently at 8, 7 if I don't count sent date. Probably will reply on Friday to be safe

[dry rampart]

I have a problem with a game crash and restart all time.. i play on xiami redmi 7 since 20 minuts ago..i try to unistall and reistal but nithing

The game restart on server select page

[spring grotto]

Hm...are you trying to use third party logins to retrieve an account or is just when you're trying to login into the game?

[dry rampart]

When i try ti login

I downloaded this game Yesterday for the First time and i play all day

[spring grotto]

So it's not from using FB or Twitter....

Can you try turning developer mode on and then off?

[dry rampart]

I linked my account to fb

[grave laurel]

theres no maint yet I cant login to EN?... "connection to server lost"?....

[spring grotto]

@grave laurel Please check the pinned message for connection issues to see some possible workarounds. But there are some known server issues
@dry rampart Did you try the dev mode?

[nova charm]

!techsupport

Ah shoot

What was the command?

[spring grotto]

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[nova charm]

Thank you thank you

[dry rampart]

@spring grotto no for dev mod i Need to root my phone?

[spring grotto]

Nah, just turn on and then off developer mode. It might help w/ the crashing

[dry rampart]

Nothing i try c.c

[hollow sandal]

hey guys, when i try to log in to my account with twitter my game just crashes

[dry rampart]

and restart on the main page?

[hollow sandal]

it doesnt open the twitter login page it just crashes when i click on the twitter button

[dry rampart]

my game restart on the main screen alone =/

[spring grotto]

@dry rampart Well can you try recording it crashing with log mode activate? And then sending it to support

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[spring grotto]

Contact info the bot message

@hollow sandal For your issue there are two solutions you could try. The first being turning on and then off developer mode on your device. The other is to log into your account from another device (such as a spare phone or PC emulator) and bind your account to Yostar and then use Yostar on your original device as it wont' crash the game like FB and Twitter

[hollow sandal]

hmm

[dry rampart]

i try the second metod

[hollow sandal]

that will probably work

can i unlink an account from the email tho @spring grotto

i probably binded it once accidentaly

[spring grotto]

Unfortunately not as of now. Yostar accounts are permanent with the AL account and the email they're associated with. So if you accidentally tried to bind on the Title screen or used the email on a different AL account, then you'll need to use a different email (and be sure to bind it in the settings menu)

[hollow sandal]

yikes

[dry rampart]

i change on yostar but nothing

[hollow sandal]

@spring grotto thanks for helping, logged in successfully

[dry rampart]

i can't on my phone uff

[compact ledge]

Hello, I'm having this issue with the game. Every time I try to login the loading message shows up and then I get this error. Worked fine with mobile data though.

[sinful yoke]

when you login with data, are you able to switch to wifi and play or does it disconnect you?

[compact ledge]

Let me check here.

Yeah, the moment I switched there was an error message, the game tries to load and it gets stuck.

The game didn't even save my progress from a battle.

[sinful yoke]

when you restart the game mid battle it wont save that

can you try resetting your router or phone?

[compact ledge]

Sure. I'll reset and come back after testing it out.

[compact ledge]

It worked. Thanks! First time I've seen this happening here.

[sinful yoke]

woo

[dull prawn]

500 gems seemed to have vanished from my account. I definitely didn't mean to spend any and i can't find any evidence that I bought anything on accident. (had 600, now 100)

[misty crow]

did you happen to buy dorm 2nd floor or acad 3rd slot?

both of those use 500 gems

[dull prawn]

Oh, yeah its the academy... I didn't mean to do that. Am out of luck?

[misty crow]

Unfortunately yes, we don't offer refunds for that

[dull prawn]

I barely use the academy as it is.

[misty crow]

Probably should then

[dull prawn]

Did it give me a "are you sure you want to spend 500 gems?" message that I just mashed though?

[misty crow]

i bought it in like october so can't be sure
it should have one

[dull prawn]

Okay. Thanks. Man, if I was saving for rings/skins, but If I was going to buy something like that, it'd be a 4th dorm slot.

[sinful yoke]

it definitely does

[dry rampart]

i resolve my problem @spring grotto i change takao in secretary and after start to auto restart all time..now i change secretary and i can play

[carmine hedge]

Heard u can rename a married ship once every 30 days where do u even go to do that?

[sinful yoke]

to their ship page in dock

just tap their name

[carmine hedge]

Ahh I got it

Yeah

I just had the settings not display custom names

That's why it didnt work xD

Ty

[solar chasm]

Yo I made a gem purchase but I didn't get any, how can I get this fixed?

[keen raft]

first could you try this gif?
https://cdn.discordapp.com/attachments/488684387932700672/539398525155540992/S0BM9PXLn9.gif

so act as if youre buying the same pack but cancel the transaction

if that doesnt work youll have to contact customer suppoert

[signal sundial]

I have the same issue, having tried the suggestion unsuccessfully. Will I be banned if I refund the gems?

[keen raft]

like get a refund from the app store/play store?

[signal sundial]

Yeah, exactly

[keen raft]

no you wont be banned

[signal sundial]

Oh that’s a relief. Thanks!

[sinful yoke]

just dont send an email asking for them before you refund them

[signal sundial]

Oh, and if I’ve done that? Just yesterday, so I do get that I can’t expect a reply soon

[solar chasm]

How do I contact customer support?

[keen raft]

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[solar chasm]

Thx

[sinful yoke]

you can delete the email or reply back to the same email thread, and mention you got a refund

yep!

[signal sundial]

Alright, gotcha. Thanks a ton!

[sinful yoke]

yours was more descriptive

[keen raft]

does the thing in the gif actually work?

[sinful yoke]

as of late no

which is why I stopped suggesting it, and only suggest it when I feel bad for cs

which is pretty often

[cobalt snow]

It doesn't seem to as of late, so it's possible that the issues linked were fixed, or it no longer works...

[sinful yoke]

I think it was unintentionally fixed in a major release we had

yostar accounts

[lusty moss]

so I just installed on an android phone, after the logos it goes straight to black screen. what to do

[sinful yoke]

can you try switching to wifi/data or a vpn? the no loading is usually due to a connection error

[lusty moss]

aight

[gloomy cloud]

Hi, I still can't connect using mobile data. Is there a potential fix that I am not aware of?

[cobalt snow]

VPN can sometimes work. But there's a more detailed checklist in pins you can check

[ancient niche]

Have they fixed the login problem about mobile data?

[keen raft]

[lusty moss]

im still stuck in black screen after logos

I have tried data/wifi + two different VPN

the head bar tells me that theres basically no IO data

[novel ravine]

what is a good vpn to use for andraoid

[lusty moss]

its like 0.1kB/s

[sinful yoke]

hotspot shield is one

[spring grotto]

@lusty moss Hm...I'd say try restarting your device if you haven't already

[lusty moss]

did that

[novel ravine]

ok thanks

[lusty moss]

idk what else I can do lol

imma restart, reinstall?

[spring grotto]

Well there are two things left that I can think of trying personally. The first being restarting your router if possible. The second being a reinstall if you have your account bound to see if it might just be a bad install at this point

[lusty moss]

im playing on ios rn

just trying to get it working on android

so I can play the game, just not on the device I want to lol

[spring grotto]

So on the same networks, it works fine on iOS?

[lusty moss]

YUP

[novel ravine]

so is AL crossplatform?

[spring grotto]

@lusty moss Gotcha. At that point I can only imagine it being a bad install I'd say go ahead and do a fresh install to see if that solves it
@novel ravine Between Android and iOS, yepp

[sinful yoke]

and it is allowed on emulators

[novel ravine]

yeah I sometimes use emulator

though u should only use android emulator as its legal

[lusty moss]

I am getting the app thru google play, how can that be a bad install?

[spring grotto]

As in, the files got corrupted or something along those lines when it was downloaded. It happens to plenty of players. Not something Google Play caused necessarily

[lusty moss]

gotcha

[lusty moss]

so uh

reinstalled

stuck in black screen again

[spring grotto]

Really? Hm...so it's not a install problem so it goes back to a possible network problem but your iOS works fine....And you said you tried 2 VPNs?

[lusty moss]

ye

data is just not going through

im stting 0.xx kB IO

the VPN I am currently on downloaded the app with no problem

[gloomy cloud]

@ancient niche still having the voda problem, i assume?

[spring grotto]

@lusty moss Hm...I can't really think of much else besides possibly trying some more VPNs out unfortunately. Or possibly waiting it out as it there's a SLIGHT chance it might fix itself @sinful yoke Can you think of anything else?

[sinful yoke]

if they're using wifi, they can try restarting their router
but they said they reinstall and then stated using data, it could be that they need to install with wifi
also if none of that works, it might have to wait itself out

[lusty moss]

I tried both

[jade cargo]

I bought 10$ of gems and didn't receive them, how do I go about this?

[sinful yoke]

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[sinful yoke]

contact them with everything and your receipt

[lusty moss]

Things I have tried:

1. Data
2. Wifi
3. Reboot & reinstall
4. 1&2 but with 1. My own VPN, 2. Tunnelbear, and 3. Hotshot shield

I just restarted the router

Is there anything else other than the connection can cause the app to act like this?

[sinful yoke]

on ios?

[lusty moss]

On android

[sinful yoke]

ah

[lusty moss]

On ios it just work

With my own vpn

[sinful yoke]

cause I recall hotspot shield being paid for on ios

[lusty moss]

My iphone can play the game no problem with both wifi and data, but not the android phone. It shouldnt be an issue with my VPN either since its working on my iphone and on that android phone for everything but AL

Is there anything else besides network connection that can cause perpetual black screen after the logos?

[jade cargo]

Do I screenshot the receipt? @sinful yoke

[sinful yoke]

yes you do, and send it in the email

[jade cargo]

okay

[lusty moss]

I.e. firmware and stuff?

[sinful yoke]

@lusty moss not that we really know of, all I can suggest at this point is trying again later or reinstalling again to see where you can get but considering one reinstall didnt help I dont have much hope for that option

[lusty moss]

Derp

uh

does the app by chance requireis google play games?

nope not it

[sinful yoke]

is that a feature? it shouldnt require anything except a download

[lusty moss]

Imma try downloading from qooapp

since idk what else I can do

[misty crow]

It does not require Google in the slightest

[lusty moss]

fuck

the one from qooapp works

[supple jasper]

I cant bind my account

[sinful yoke]

what happens when you try?

[supple jasper]

It said already have UID

[sinful yoke]

where are you binding? the settings?

[supple jasper]

But i tell you i havent bind any AL account to that

Yes

[sinful yoke]

can you send a screenshot of the error?

[supple jasper]

Yes

Gimme a sec

@sinful yoke

[sinful yoke]

does your facebook use the same email?

[supple jasper]

For this? No
I'm using a phone number

This is my 2nd fb account and no game have been bind to this account

[sinful yoke]

and its not the same email as your twitter?

[supple jasper]

Nope

[sinful yoke]

for some reason the game tends to block some people from making an account with the same email twice

[supple jasper]

That twitter is my friend twitter, so he gave me that account cause he retired and i wanted to unbind from his twitter

[sinful yoke]

can you try going into apps and permissions of your fb and disconnecting whatever of azur lane is there and trying again?

[supple jasper]

Not working

Already try that

[sinful yoke]

also if you can connect at all, you can always bind with yostar

it just uses an email and a confirmation code

[supple jasper]

My email already in yostar

It's already binded

[true viper]

what version Bluestacks Emu best play for AL ?
I had an issue stuttering laggy when switching menu, tab and some others

[sinful yoke]

@supple jasper your screenshot shows you arent though, did you bind after the screenshot?

@spring grotto do you have any idea as to the not binding problem?

@true viper probably the newest update
nox is also a good emulator for AL

[supple jasper]

Yes i bind after i screenshot

I meam i screenshot after i bind

[spring grotto]

Hm...100200 is always just some type of email error. If it's a different email than your other bind option, use the same email and vise versa if it's the same email.

But your screenshot shows that you aren't bound to Yostar

The account is currently only bound to Twitter according to the screenshot

[supple jasper]

Yes it is

So i want to bind to the fb and disconnect from twitter

But i can't do it cause that error

[spring grotto]

Okay, and I'm assuming the FB and Twitter accounts use a different email address? If so, that's more than likely the reason you're getting that error

[supple jasper]

Yes it is a different email

So i must use the same email instead?

[spring grotto]

No, it'd need to be the same email as the Twitter account (at least if I'm sure enough about that error code). So I can think of two options you can try. The first being to bind to Yostar and then unbind the Twitter account(you'd need to bind to Yostar as you can't disconnect ALL bind options at the same time. The account has to be bound to one option) and then bind to FB after that. The other option is to contact customer support to see if they can manually unbind the Twitter account for you. Both of those options should clear up the error

But you COULD also try a FB with a different email address to see if that works. It might as well

[supple jasper]

Customer support through email?

[spring grotto]

Yepp

/techsupport

[pale pagoda]

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.

[spring grotto]

but they have a response time anywhere between 1-8 business days as of right now

[supple jasper]

Okay

Thank you everyone

Something happen as i restart the game it bound to my account

[sinful yoke]

oh nice

[supple jasper]

But i can't disconnect it from twitter

Should i revoke it from the twitter instead?

[sinful yoke]

that generally wont disconnect it in game but it will disconnect it on twitter at least

[supple jasper]

Yep found the solution thanks again guys

[sinful yoke]

[tame lantern]

100404 problem I have internet cant get in what to do?

any help please....

[dusky fossil]

hi tech support team , currently i try to buy $4.99 gems .. but this appear ...

no gems added , no payment charged from my carrier provider ...

and im get sms from my carrier that i succesfully refund that transaction ...

i contact my provider and currently they say they had maintenance for google payment ...

[sinful yoke]

@tame lantern try checking the checklist in pins

@dusky fossil you werent charged?

[tame lantern]

owww ty 😄

[dusky fossil]

@sinful yoke no ...