tech-support

[sinful yoke]

can you try buying it again then?

[dusky fossil]

@sinful yoke currently they say they had system enhancement for google play payment ...

but i got sms from my provider that i got refund ...

@sinful yoke and this is message from my provider ...

[sinful yoke]

that means they refunded it because it was on maint?

[lavish eagle]

Where should I email to get an account back

I have purchase history proof

[sinful yoke]

did you bind your account?

[dusky fossil]

@sinful yoke most likely so ...

will i got problem ??

[lavish eagle]

I don't think so it's been a while

I had to reset my iPhone

And lost everything

[wraith vault]

I want to delete my account by the same name "Rogulair". So I can change my another account to this name.

[keen raft]

[sinful yoke]

@lavish eagle

/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]

[lavish eagle]

Arigatou

[sinful yoke]

@wraith vault we believe its impossible to delete accounts, but you are definitely able to buy a name change license to change it if you have enough gems so you can make another account with it

/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.

[wintry sorrel]

Made a purchase but it failed apparently

Can you help

[sinful yoke]

contact customer support in the message above, and include your receipt

[wintry sorrel]

The email address?

[polar ermine]

Hi, is the connectivity issue still there for SEA connections? Seemed like I still can't connect into the server most of the time with my mobile connection

[sinful yoke]

@wintry sorrel yep

sorry for the late reply, busy irl

@polar ermine there is all over the world unfortunately, you can try troubleshooting in the pinned checklist

[rapid cloud]

Is there some other condition that needs to be met to unlock SP map? Cleared D3 today

[sinful yoke]

I believe there is no SP map, only A-D and EX

[median needle]

there is. it's called "do song of dance" not sure why it's not letting you access it though. did you beat all the normal maps?

[rapid cloud]

Yeah I have. 3 star on all of them too

Only thing I can think of is getting D3 down to threat level safe

[median needle]

my D3 is on "low" so that's not it. try pressing EX from the A map screen.

[rapid cloud]

Yeah that fixed it. Thanks for the help 🙏

[median needle]

np. that's really weird.

[keen raft]

[ruby osprey]

Hey there, I went through the check list in the pin. I have never had any issues connecting to the game before, but suddenly both on nox player and my phone, i suddenly cannot log in to any server. I have restarted pc/phone and reinstalled the app on both and still can't connect to any server. Is contacting the email the only way to get this account issue resolved?

[sinful yoke]

we’re waiting on word from staff

for now refrain from an email and I’ll update you on any news

[ruby osprey]

i keep getting "connection lost" or "network error" for the record

oh is this like a mass issue happening right now?

[sinful yoke]

not really

but it affects people

and since it keeps people from logging on

its an issue

and it hasnt resolved itself in a few days

[ruby osprey]

yea this is the first time i've had any problems tbh and since tomorrow is my day off i was hoping it'd just be an easy fix so i could play lol

guess i'll hang tight and watch this channel for updates

oh, i guess one last question, with this error would logging in eventually work, or is this a bug with my account now until it gets fixed?

[plain solstice]

im also having connection issue. after the patch, my 4G wont connect but wifi can. SEA region

[sinful yoke]

@ruby osprey we dont know

[ruby osprey]

oh yikes, time to panic

[modern jackal]

Sees other people having log issues. Well at least I'm not the only one experiencing this. Not getting errors though. Just loading eternally.

Was working just yesterday too

[sinful yoke]

people above, dmed

[fervent harbor]

Yay infinite loading screen is back again

Even a VPN wont work

[sinful yoke]

what country are you located in?

[fervent harbor]

Philippines

SEA basically

Was workin fine before the maintenance notice came in

[sinful yoke]

SEA connection issues are known, devs are working to find oht the issue though

[fervent harbor]

I know, its been a week already tho lol

[carmine hedge]

Hi I was just wondering my game keeps crashing every 5 minutes or so for various reasons, from putting new girls into my dorm, map loading new enemy nodes and even in the middle of battle from time to time. This has happened for a few weeks but seemed to have gotten more frequent since the event started. Wondering if this is a connection issue of some kind, any help is welcome

[fervent harbor]

Does your phone have atleast 2gb ram?

[carmine hedge]

I have about 3gb of space free on my iPad

[cobalt snow]

not memory space, but ram?

[carmine hedge]

Where do I go to see it?

[fervent harbor]

Ram should be the problem if your game keeps crashing iirc

[cobalt snow]

what Ipad is it?

[carmine hedge]

I’m on iPad mini 2

[cobalt snow]

that's got 1gb of ram, which won't be enough to run AL smoothly, at least until the crash issue get's ironed out. see if you have an alt device/emulator you can play on, and as long as you bind on the ipad, you should be able to transfer account data.

[carmine hedge]

Ah I see, I did bind my account so I’m not worried about losing it. Well I hope this crashing issue gets fixed eventually. Thank you for the help

[true oak]

Is there anything that can be done against people who have been spamming emotes for half an hour on an EN server?

[mellow stone]

How can I restore my account from new phone?

[cobalt snow]

@mellow stone Did you have your account bound?

[thorny cradle]

blacklist them so you don't see the spam

[mellow stone]

Twitter and yostar

[cobalt snow]

Then you should be able to just login on the title screen before server select to get to your account, just make sure to choose the right server and login. If it boots you to tutorial try the other servers/check your login, and consult pins for a detailed list of troubleshooting

[true oak]

But this dude has had bots just spam

[thorny cradle]

blacklist :3

[cobalt snow]

You can also report them in game, or by DM'ing belbot with !feedback

[true oak]

How can I dm belbot?

!feedback

[cobalt snow]

Direct message, just click on her and type in the message box

[true oak]

Ok thanks

[ancient niche]

I hope this maintenance is the one that fixes the login issue

[fervent harbor]

Prob not

No mention of fixes xD

[sinful yoke]

@ancient niche are you in SEA?

[carmine hedge]

For account recovery why is it that only Facebook or Twitter works and not yostar account? Is it because when binding the new account to the old account we have to use the same Twitter or facebook?

Hoping update will be good

[ivory lotus]

I am still not able to play the game at all, due to my tutorial bug, isn't there any way to get something done about that quickly-ish?
I have not been able to play the game for the last 3 days and it makes me really sad that I am missing out on pulls/farming from the event. Is there anyone I could contact directly, or do I just have to wait until my support mail gets answered (which I've heard takes about 1-8 business days?)
I really don't want to miss out even more T_T

[sinful yoke]

is it making you do the tutorial every time you log on?

[ivory lotus]

yeah, and as I can't finish it it is impossible to play the game

[carmine hedge]

Nvm I think I found the answer to what I asked

[sinful yoke]

unfortunately you’ll have to wait for customer support’s response hang in there @ivory lotus

[carmine hedge]

Prob a good idea to bind to one I presume

And yeah tutorial takes a long time too

[ivory lotus]

sigh Okay, albeit saddening, I'll try to

[carmine hedge]

[carmine hedge]

What is the difference between mod and lil mod in the discord here?

[sinful yoke]

probably a question for #discord-feedback since its really the only place to get accurate answers, even though its for feedback

[carmine hedge]

Ahh sry mb just used to talking with u guys xD I'll ask over there tyty <3

[obtuse scaffold]

Hello I need lil help on a purchase an never gotten it in game before the update

Never got the gems in the game

[next nimbus]

i'm not sure if this is the right place or not but i've been having some problems with my nox player while in game

[teal wharf]

@obtuse scaffold Restart game and try this
https://discordapp.com/channels/456397991847395339/488684387932700672/539398545875271680

[frosty harness]

@misty crow Vodafone (Australia) tech support got back to me with a small update... they have been able to replicate the issue with lost connection, and are investigating further. I figured you might like an update 😃

[misty crow]

alright

good to know

[frosty harness]

so it seems not to be an isolated-to-me kinda thing at this stage

[young egret]

i dont know if that helps me because its only azur lane not running off my data pokemon go works fine

[pastel hedge]

I'm confused.

I just logged in, saw that i got Little Sandy

But i got a Prototype Bulin?

[misty crow]

probably a display bug

[pastel hedge]

Damn, i was excited XD

I should've just screenshot it

[livid topaz]

https://cdn.discordapp.com/attachments/468804420801527810/583618589899358228/Screenshot_20190530-132847_Azur_Lane.jpg

Bought bundle, got this and game froze. Force closed and went back in and I got the gems but can't find the skin

[tender vault]

Same here.

[willow knot]

Same

[spring grotto]

So the bundle doesn't give you the skins at all?

And it freezes the game?

[tender vault]

yes

[spring grotto]

Okay, one sec

[queen ferry]

is it a bug that i can't put sandy lily in dorm?

[misty crow]

@queen ferry intended

[willow knot]

If you read it right you'd see she's only temporary atm

[misty crow]

Provisional/NPC ships will NOT be able to do the following:

• Be set as secretary
• Join commissions
• Go into either floor of Backyard
• Study in Classroom
• Serve in PvP offense or defense fleet
• Break level cap
• Be used as reinforcement for another ship
• Be retired
• Marry

[pale river]

sorry for borther, I just recently bought scherzo lucky box on ios and they alr took my money, but then there was noti that the payment is failed and i didnt get the box, so can anyone help me what should i do?

[queen ferry]

do you mean that i can't keep her forever?

[patent robin]

Same

[livid topaz]

Looks like the bundle gave everything except a skin. I have her cubes and dorm tokens

[misty crow]

@queen ferry please read the pins in help

[queen ferry]

ok

[spring grotto]

@livid topaz It's being brought up to staff

[tender vault]

thank you ImAToasterStrudel

[livid topaz]

Thanks, was just clarifying that all the other stuff did appear to work

[spring grotto]

No problem at all

[limpid drum]

game crashed when I opened the scherzo bag

[spring grotto]

Known issue. Devs are looking into it ASAP

[patent robin]

I got the same bug, can't find the skin from the bag

Okaaay

[solar forge]

Same here, no skin from the new bag

[limpid drum]

ok if I got a duplicate skin it does give me gems equivalent to its value correct?

[brave night]

I bought the Scherzo Bag, but i dont got it.

[sand portal]

Same prob

[spring grotto]

#known-bugs

[willow knot]

Yes. Dupe skins would give gems in return

[spring grotto]

got it posted there now

[sand portal]

I didnt get anything tho and the bags still in the shop

[carmine hedge]

I have a problem, why am i not getting gems that i just bought?

[summer spear]

^ same here

said google / yostar / whatever cancelled

but my paypal was charged

[carmine hedge]

Yeah

Same

[misty crow]

gems from the pack?

[summer spear]

i bought scherzo

[misty crow]

or regular gem purchase

[carmine hedge]

No

[brave night]

yeah same, didnt got anthing from the pack.

[carmine hedge]

Regukar gems

[misty crow]

the pack is bugged

[fading perch]

Same here

[misty crow]

Please hold on

[spring grotto]

Staff turned off in app purchases it seems. Please wait while they fix the Lucky Bag bug

[carmine hedge]

Regular*

[nimble tusk]

I need some help here for the past week I haven't been able to login to my server and I contacted them about this a week ago and they haven't responded... I get that they must be busy but the last time they were busy and I encountered a problem I was contacted in 5 hours

[sand portal]

So our purchases will get restored?

[brave night]

sure

[misty crow]

We do not have any information about that at the moment

[pale river]

@spring grotto thanks for announce

[muted stone]

had same issue as illusion

[misty crow]

The staff have been informed

[muted stone]

thanks in advance

[brave night]

thx

[spring grotto]

Wait till they get the Lucky Bag sorted out and then we'll go from there

[shell helm]

Ah i'm not the only one with a failed purchase

[limpid drum]

thank you folks guess Ill just standby for the good news

[carmine hedge]

Thx

[muted stone]

they'll definitely fix it at least

just a matter of when

[sage hill]

Couldn't this medal have been awarded retroactively? It should be possible to check if you already got a SR ship from a story or event map? I got Akagi and Yuudachi

[muted stone]

same bruv same

[limpid drum]

already bought 2 skins then I remembered the bag lol

guess Ill hold off on the rest til the lucky bag is sorted

[misty crow]

#bug-reports but it's known

[timber mauve]

can you guys top up gems?

[misty crow]

pins

[timber mauve]

oh ok thanks

[inner pasture]

same here

monkaS

[hushed forge]

/help

[pale pagoda]

📥 | The list of commands you have access to has been sent to your DMs.

[pastel mist]

Bought the bag and it was bugged lol

[misty crow]

...

@pastel mist #game-news

[pastel mist]

Yes, I saw just now.

[hushed forge]

Can someone help me with a failed purchase?

[misty crow]

@hushed forge bot command in #bot-spam next time

[inner pasture]

@hushed forge we need to wait till yostar fixed the bug

relax fam

[hushed forge]

@misty crowsorry
@inner pastureaye

[spring grotto]

@hushed forge What exactly happened w/ the purchase? If it's the cancelled error code, check pins please

[obtuse patio]

hi i just purchase a 100$ gem pack and googleplay deduct my balance

but i didnt receive the gems

[terse crag]

Right after I open the mail and I have no idea which skin I got

[spring grotto]

@terse crag #game-news

[terse crag]

Thanks

[spring grotto]

@obtuse patio Okay, one sec and I'll get some information for you regarding the issue

[hushed forge]

@spring grotto I purchased two gem packs, the first went through and the other didn't

[spring grotto]

Were you charged for both?

[obtuse patio]

this is the error

message that i gotten

[hushed forge]

@spring grotto yes, i received a purchase e-mail for both, but only received gems for one

[spring grotto]

@hushed forge Got it. One sec and I'll get your information as well

[inner pasture]

@spring grotto i also got this problem, bought the scherzo pack, charged, but didnt get anything

[haughty yew]

@spring grotto I also purchased gems and had an error. I got charged the amount but didnt receive them.

[wintry sphinx]

In the same boat. Bought a 40$ pack. No errors on Gplay. Didn't get the gems.

[valid vapor]

same problem

[shell helm]

Same here

[inner pasture]

Thanks for hear and helping us btw ! @spring grotto

[regal saddle]

My friend bought the bag. And got this

[solemn wedge]

is the lucky bag bug still going on?

[floral field]

Anyone knows how to fix this? It’s permanently stuck here. I’ve check and it’s not my internet issue

[maiden quartz]

torp requierement for c3 & d3 got a huge boost , this is a bug ? was able to farm c3 with this team yesterday but i can't today U_u

[misty oracle]

29$ pack doesnt give skin

gives everything but the skin

[sacred drift]

@floral field I have the same problem,

[cunning tide]

i just had my money deducted but no items

good times

[raw fern]

So i just bought the 99 cents pack twice. First time it errored out, giving me the same error message others have reported, and didn't add the gems? Second time worked but both times it took the funds from PayPal.

I'd provide a screenshot of the error message but it vanished before i could grab one. :/

[shell helm]

I see that yostar has enabled purchases again, but still dont have the gems I bought

[floral field]

feelsbad, i left it for over 20 minutes and its still stuck at the same screen

[crystal sequoia]

I bought the bag, got charged but I didn't receive anything

[misty oracle]

@crystal sequoia it goes into ur mail

[spring grotto]

Okay, if you bought a gem pack, Trade license, or Lucky Bag and were charged but did NOT receive the items please provide the following information to me @cobalt snow OR @sinful yoke in DMs:
-Your UID
-Server
-In game name
-Transaction ID for the purchase
-What item you bought(Box of Gems, Chest of Gems, Lucky Bag, etc. And their monetary value in USD)
-What platform you play on(iOS or Android)
-Proof of purchase such as a screenshot of the receipt
If you have already emailed support regarding your purchase issue, then please patiently wait for their response to fix your issue. Only one form of communication is needed as anymore than that will cause issues/confusion for support.

[crystal sequoia]

@misty oracle It's not in my mail.

[misty oracle]

rip i got mine but the pack doesnt give skin

[sand portal]

@spring grotto does that apply to the scherzo pack too?

[cunning tide]

@spring grotto what do you mean tranaction id?

[sand portal]

Not getting the items i mean

[maiden shale]

Lol did people even read #game-news

[carmine hedge]

i got the crash too

mods said that there was a bug and skins are being sent out soon

[full gate]

sorry i didnt recieve a skin either

[spring grotto]

If you correctly got the Lucky bag but just didn't get the items, then please wait for their backend to get it solved
@cunning tide Transaction IDs can be found on the purchase receipt

[humble hazel]

Hello, I lost my account after the big update because twitter link didn't worked, and sent a mail to the address given here on Saturday, but I haven't got any answer, does that mean there is no way to recover it ? UID was 20426714

[shell helm]

What is the uid?

[pale river]

i dont think ios have that transaction

[full gate]

ah ok thanks

[sand portal]

I mean i didnt get anything. Not the mail either

Kek

[spring grotto]

@humble hazel Response time can take up to 1-8 business days (not weekends)
@sand portal The DM me as well if you didn't even get the bag

[sand portal]

Ok

[carmine hedge]

i got my gems and cubes, just no skin and met with this https://prnt.sc/nvdrrf

[humble hazel]

Thanks

[carmine hedge]

had to hard restart

[pale river]

let me try to search cuz only the bank of my debit card sent a message to my phone that money was gone

[obtuse patio]

do i pay just to wait?

[carmine hedge]

i wouldn't purchase the box atm, just incase

wait for the fix

[solid lantern]

https://azurlane.koumakan.jp/Lena

is it just me or the wiki shows no pic/build time

[shell helm]

How to dm?

[carmine hedge]

Where can i find my transaction ID?

[spring grotto]

@shell helm You can search for people from Discord Home or just right click on a user and click on message
@carmine hedge You should be able to find it on the purchase receipt

[carmine hedge]

the google receipt?

[spring grotto]

Correct. But for your issue @carmine hedge please check #game-news

[sand portal]

Order number its listed as

[carmine hedge]

thank you

[summer spear]

my gem purchase that i didn't receive forever ago never gave me a google receipt

[sand portal]

Howd u pay for it?

[summer spear]

paypal

i'm guessing i would use that ?

well paypal from google play store

in game

on nox

[sand portal]

Kay never used it so idk

[summer spear]

if that matters

and what is a UID?

[polar ermine]

Where's the pinned message?

[dire valve]

does anyone know how to get the bg from the loading screen in al?

[sand portal]

@summer spear on ur profile in azure lane

[spring grotto]

@summer spear User ID. You can find it in your game profile, where you select your secretary. It's a long string of numbers
@polar ermine

[summer spear]

ah okay thanks

[polar ermine]

/pins

[sand portal]

Just check pins

Lmao

[spring grotto]

I cant remember the command for it, damn

[obtuse patio]

will it takes days for me to receive the gems?

[polar ermine]

Omg I saw it. Sorry, really noob at discord

[cunning tide]

@spring grotto my purchase is on pending in my app history and my bank doesnt have the transaction details

[spring grotto]

@obtuse patio Anywhere between 1-8 business days as they have a backlog right now

[obtuse patio]

just to make me think twice before purchasing gem from al next time i guess?

[spring grotto]

@cunning tide Hm....go ahead and DM me the requested information as much as possible then
@obtuse patio I mean, they'll be sure to get you your gems

[cunning tide]

@spring grotto mind a picture to prove my purchase?

[fervent harbor]

And the infinite loading screen is still here

[spring grotto]

@cunning tide Yeah, you can DM me a screenshot of it and that'd work as well

[floral field]

Yeah I still can’t get in. I tried VPN, it gets me to login but I can’t login either

[sand portal]

Wait its gonna take 1-8days to restore purchases ?

[spring grotto]

@floral field Please follow the entire pinned message for possible workarounds
@sand portal Anywhere in that time frame yes. It could be on the low end though

[cunning tide]

so i guess i can expect either my money back soon or the items i will recieve?

[analog thistle]

@spring grotto so if i read correctly, if i bought the lucky bag and didn't get the skin, I just have to wait ?

[summer spear]

i would still dm him your info

from the pin

[sand portal]

@spring grotto not really important but ppl with my issue still have the lucky bag in shop. If itll be a problem later i just thought u shud know.

[summer spear]

just in case ya know

if i buy it twice do i get both 👀

i CAN buy it again 👀

[sand portal]

Dont try it

Possibilities of worse bugs

[marsh badge]

so uh, curious, are the raised requirement in D3 a bug or is that how they are suppose to be now all of a sudden?

[weak oriole]

I don't receive skin :(

[sand portal]

#game-news

[full gate]

its a bug that is getting solved

still hurts

[sand portal]

Better than failed purchase bug. Just be patient

[full gate]

yeah

[summer spear]

ok

so i have the hotfix

if i buy it now

[full gate]

the bug is well known and is getting solved so we gotta give the devs time

[summer spear]

what happens

[analog thistle]

where i can find the transaction id ?

[weak oriole]

Updated but still no skin

[sand portal]

U srsly wanna bet 30 bucks on that @summer spear

[crisp raft]

@spring grotto I just bought gems as well and didn't get them should I send you the information you asked for above?

[keen pendant]

I was top up some gems my money was took but I didn't received my gems

[sand portal]

Check pins

[carmine hedge]

I just got a second 12.7mb download, is this a tech issue or did they throw in another patch without posting in game news?

[spring grotto]

It was for Lucky Bag fix

[analog thistle]

Where can i find the transaction id of the purchase ?

[cunning tide]

still aint fixed for me yet

[candid kayak]

@analog thistle in the confirmation mail you get from the respective store and payment method

[spring grotto]

@analog thistle You can find it on the purchase receipt
@cunning tide As in you bought it when it was bugged? They're being fixed on the backend for that

[weak oriole]

Screenshot after update

I still have no any skin

[sand portal]

Its ongoing

[cunning tide]

@spring grotto i thought that was for the displayability issue not the purchase issue

[spring grotto]

As in it's still showing in your shop? That's just b/c of a failed purchase if that's what happened to you

[stone olive]

Someone...
Ma friend have a bug,he bought scherzo lucky box,but he dont get that pack,and he tre refund but like cant refund,pls this bug,poor ma friend lost $30

[plain comet]

hmmm, i also have enormous limits for stats in d3 (1500 for torps, omg)

[summer spear]

oh ye it is still showing in my shop even after the hotfix

if i buy 6 of them will i get all the stuffs?

[cunning tide]

@spring grotto no the pack is still in my shop but like i spent the money and it says its pending

[summer spear]

asking for a friend of course

mine says completed on google

weird

or was it paypal

i forget

[stone olive]

Someone...
Ma friend have a bug,he bought scherzo lucky box,but he dont get that pack,and he try refund but like cant refund,pls this bug,poor ma friend lost $30

[icy perch]

How do I get my lucky box... I paid the $47 and the payment “failed” but it took my money 😦

[cunning tide]

@icy perch join the club

[stone olive]

@icy perchsame....ma friend too

[icy perch]

This is the second time I’ve tried to buy stuff from the AL store and it’s not given me the item

[cunning tide]

first time for me

[summer spear]

2nd for me as well but a few friends have had it happen to them as well

[pale skiff]

is anyone still having connection problems on 4G?

[wild rover]

What if we restarted and recieved the items, but didn't get a skin?

[icy perch]

At least you got something

[cunning tide]

lol

[spring grotto]

@wild rover Please check #game-news as they're fixing it retroactively

[peak peak]

hel ive purchased gems its not appearing

[cunning tide]

can they provide refunds retroactively too?

[spring grotto]

@peak peak Please check the pinned message
@cunning tide Refunds need to be done thorugh your respective app store

[mellow whale]

Hmm it's been a week since I sent an email for support

[rustic scroll]

i collected before i restarted because i am a major idiot, is there any help since i didn't get my skin?

[icy perch]

What if I don’t want a refund? What if I just want the item I paid for?

[spring grotto]

@mellow whale The response time can be anywhere between 1-8 business days
@rustic scroll Yeah, they're fixing it retroactively. #game-news

@icy perch Then please check pinned message

[summer spear]

dahlon you are a beta tester

[icy perch]

How do I check pins? I’m a bit of a discord noob

[faint lantern]

I paid for the 300 gems nd 60 gems pack and i didnt get the gems... But the transaction said payment successful

[fading perch]

Is that compensation in game news coming over time because i dint see anything in my mail after restarting

[mellow whale]

Still waiting for a respond to my refund, hopefully

[peak peak]

is the transaction id is the order number?

[cunning tide]

how long does it take apple to realise that my purchase request was rejected anyway

[icy perch]

^

[faint lantern]

I mean, i paid for it earlier...but It never added into my acc

[peak peak]

same

[pale river]

ios wont give u the receipt email if the purchase is failed, so no id for u blame apple

[plain comet]

does anyone else have increased stat limits in event maps? the game shows me 1500 for torps now but my friend still have 1000 requirement in d3

[faint lantern]

The 1 hour ago ine is my JP acc, so you can ignore that .

[lost steeple]

What happens if we bought the lucky box but it doesn't show up after restart

[rustic scroll]

i mean toaster i collected the re-funded skin before restarting my game due to being impatient, so that's my fault there

[peak peak]

what is order id where can i find it?

[silk sun]

I paid for 600 gems and didn't get it.

[peak peak]

i mean transaction ID

i paid 600 gems too

i did not get anthing

[spring grotto]

@lost steeple Please check pinned messages
@silk sun Please check pinned messages
@peak peak You can find it on the purchase receipt

[carmine hedge]

Locking of ships is reversed in stats interfaces. (An unlocked ship shows up as locked, and vice versa)

[icy perch]

How do I check pins?

[crystal sequoia]

Top right, there's a pin 📌

[snow snow]

?pins

[astral rampart]

Pins contains important messages such as frequently asked questions and channel specific rules. You can read them by clicking the pin icon in the upper right on desktop Discord, or by tapping the channel name and then pinned messages on mobile discord.

[peak peak]

what is transaction ID?

[spring grotto]

@carmine hedge Known issue

[carmine hedge]

oops

I didnt see it then

Sorry

[faint lantern]

Is thid what they meant by transaction ID?

[spring grotto]

@peak peak It's the ID for the transaction(and it'll say so). You can find it on your receipt

@faint lantern Hm...yeah that should be good

[faint lantern]

And theres this also

[noble dock]

hello, sorry for my english but i need help

I have bought the pack Scherzo Lucky Box but did not receive items and withdrew money

what should I do

?

[spring grotto]

@noble dock You didn't get it in your mail?

[noble dock]

buying before the hotfix

[cunning tide]

@noble dock well according to people here you wait for refund

[noble dock]

yeah

[icy perch]

@spring grotto can I use a paypal receipt?

[fluid shale]

I checked the pinned message for Twitter binding, but instead of giving me an error message, the game just crashes?

[fading perch]

Is th compensation in the mail stated inn game news coming over time because i see nothing in my mail

[noble dock]

@spring grotto yeah, i did not get anthing

[peak peak]

I dont see transaction id

[stone olive]

Help,ma friend buy lucky box,and word is"paymen sucsesful" but dont get a box....when want try refund,cant get refund

[cunning tide]

sigh i guess i need to wait until next morning for a refund

or maybe even days

[spring grotto]

@peak peak That's good

So follow the pins and send all the requested information

@icy perch That ideally should be good

[obtuse patio]

why isnt no gem issue announced to prevent people from buying gem instead it got more people into this mess?????

[noble dock]

@spring grotto i need to post the Receipt too?

[primal pivot]

i cant login to the game, keeps get network error. when i log in to the jp ver it works fine for me

[summer spear]

👀

[crisp raft]

@spring grotto So how do we know that you have even looked at this information and have taken note of it?

[crisp raft]

@obtuse patio I agree.

[summer spear]

i didn't recieve it

maybe it has to roll out for a bit

[candid kayak]

@spring grotto I restarted my game and didn't receive anything either.

[fading perch]

Ya j didn't get it either

[primal pivot]

i cant even open the game

[fading perch]

Im assuming we have ti give ittime

[obtuse patio]

i mean its good u guys addressed to the scherzo box thing but what of the gem issues?

[shell helm]

Thats the lucky bag compensation I guess? When will the commanders who bought gem packs get their gems?

[primal pivot]

yeah probs

[worldly scroll]

@spring grotto i've sent you the info

[peak peak]

@spring grotto ive sent you mine too

[candid kayak]

I am patient xD I am in an IT department as well so I know how long it can take :P

[stone olive]

How to restart game?

[candid kayak]

close it via "Task manager"

[dusk fox]

@primal pivot restart your router/modem

[candid kayak]

weirdly pressing the back button on the mainscreen doesn't ask you to close the game anymore

[dusk fox]

yeah i just exit out of the application now

from bluestacks

[summer spear]

it doesn't 👀 i guess that caused problems

[crisp raft]

@candid kayak 😂

[summer spear]

nox doesn't close it

[stone olive]

Wait...

[silk sun]

@spring grotto sent you my info.

[candid kayak]

Nox closes it if you use the app manager

[summer spear]

we were talking back button tho

[cunning tide]

so does anyone know the usual time for apple refunds back into my acc?

[candid kayak]

back button doesn't work on either. not on nox, nor my physical smartphone

[void sky]

I sent an email about failed transaction and have been waiting for 4 days, they did say its normal time for a response

So does sending info in DM here instead of emailing any better?

[dusk fox]

they are swamped with emails right now

no

[misty crow]

they are no longer taking DMs

you are even told NOT to DM

[stone olive]

How about buy luck box but not get box and money already spend

[dusk fox]

^

you need to send a ticket to them

itll take 1-8 buisness days

they are swamped atm so might take longer

[void sky]

Yeah I supposed they would be swamped too

[dusk fox]

they said it on twitter they closed on teh weekend to catch up to tickets

[proper olive]

i bought the new lucky box didn't get my skin i even reeeeeeestarted

[dusk fox]

send ticket

with transaction ID

[fading perch]

Am i thr only one who didnt recieve mail compensation fof thd lucky box

Do i gotta send in another tickdf for that

[royal vapor]

C3 has jp/cn requirements. Dunno if it was said already.

[covert sparrow]

What is the email of Azur Lane?

[dusk fox]

/help

[pale pagoda]

❌ | You have DMs disabled, I couldn't send you the commands in DMs.

[teal wharf]

it's known @royal vapor

[royal vapor]

okay

[covert sparrow]

/help

[pale pagoda]

📥 | The list of commands you have access to has been sent to your DMs.

[stone olive]

@candid kayakhe say still cant too restart game for refund a lucky box he buy....

[faint lantern]

Ok...

[covert sparrow]

...

[candid kayak]

I didn't get anything either so I assume it's maybe on waves? I am just waiting for more information instead of pounding on every door I find

[faint lantern]

What do i nedd to do to get my 300 gems and 60+60 gems i paid for....

[dusk fox]

send in a ticket to them

with transaction ID

[faint lantern]

Where and How

[proper olive]

where do i sned

the ticket

[candid kayak]

Toaster received the info from my DM so I am waiting

[peak peak]

Me too

[uncut geode]

Payment bugged

[wispy bronze]

I wanna report gem purchase bug guys... is it here? is there anyone I should mention?

[candid kayak]

it's not like my life depends on that.

@wispy bronze check the sticky

[dusk fox]

/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.

[fluid shale]

/help

[pale pagoda]

📥 | The list of commands you have access to has been sent to your DMs.

[proper olive]

3-5

days

jesus

im sad

[dusk fox]

thats actually normal ticket time

[summer spear]

so can i buy other gems now?

[uncut geode]

All purchase bugged

[summer spear]

i want the skins

[dusk fox]

dont buy gems

[summer spear]

muh skins

[wispy bronze]

Ah so no other way than email? I've sent my email... hoping for the best lol

[candid kayak]

why are people acting like their life depends on that xD

[dusk fox]

theyll still be there until they fix the issue

[fluid shale]

Don't buy anything rn, for that matter

[uncut geode]

I buy monthly card but got big

[dusk fox]

do NOT send multiple emails

[uncut geode]

Bug

[obtuse patio]

they didn't even announce gem problem to prevent people from buying it

[dusk fox]

/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.

[obtuse patio]

is that even legal

[dusk fox]

post it on their twitter

[stone olive]

This he transaction....
And he lucky box is not refunded

[dusk fox]

warn people about it

/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]

@dusk fox Stop spamming that command please

[dusk fox]

no one else is saying shit

and obvs no one can read

[patent robin]

calm down, they will reply

[dusk fox]

im not having issues

[patent robin]

they replied to me, so they'll reply to everyone else

[dusk fox]

?????

[burnt lichen]

Is this a known issue ?

[faint lantern]

@dusk fox do i still need proof or screenshots to let them know that its true?

[dusk fox]

@faint lantern transaction ID of the purchase is enough

screen shot would prob be even better

[faint lantern]

Because this is my first time asking for it so i dint know much

[void sky]

Oh snap I think I sent the wrong pic for transaction receipt... (the history from my google play rather than the email with the ID). Should I send another email? Since you are saying not to send multiple emails and all

[dusk fox]

yes if you messed up send another

just make sure to double check

[void sky]

Okay thank you

[dusk fox]

np!

[proper olive]

lol why mitsuki doing all the work where da mods at

[candid kayak]

well the latest sticky explains the procedure

[proper olive]

promote mitsuki

[snow snow]

Are people making new purchases (within the last half hour) still finding bugs / orders not completing / etc?

[dusk fox]

yes

there are bugs going on right now with purchases of all kinds

best to wait until the bugs are gone before buying

[void sky]

Yeah I was following the in-game Help procedure and messed up

[dusk fox]

if you have bought and did not recieve your items, send a ticket to the company with the transaction ID/s

[void sky]

Wasnt clear about the ID of transaction

[dusk fox]

yeah i had that happen in other games

[candid kayak]

or follow the sticky

[dusk fox]

dont think people bother reading stickys

[slender stratus]

Just to double-check - I should send a ticket to [e-mail], right

[candid kayak]

maybe it's just in my german nature to follow procedures xD

[dusk fox]

make sure to check pins

[stone olive]

Ticket is transaction in GP?

[void sky]

To be fair I found the discord way after I sent my ticket...

[candid kayak]

GooglePlay, iTunes, Paypal; I think anything that identifies the purchase goes

[dusk fox]

it happens xyz

[hybrid folio]

@spring grotto r u still taking DMs?
or i need send a ticket

[dusk fox]

if any of the things happened in their pin

send him or the other mod a DM

[misty crow]

either him or me

or kawaa

[sinful yoke]

[stone olive]

I hope lucky box ma friend already buy it is refund.....cuz he do anything now,start from send mail and word like got rejected cuz rules....and he do send with more way like send uid,transc,and server now...

[candid kayak]

knocking on all doors in panic never solves things fast. going through the provided procedures and patience does though

[cunning tide]

@stone olive tell him to wait for the auto refund back into his acc

since most likely his first one was rejected

[lusty garden]

I got charged multiple times for a Scherzo lucky box and didn't even recieve the item ingame (It still states 1/1 available in the shop, albiet it gets an error when I click on it)

Any help? =w=

[candid kayak]

check the latest sticky

[sinful yoke]

sticky being pinned message

[lusty garden]

Lemme see

[candid kayak]

oh yea, sticky was the term of old forums xD

[sinful yoke]

also please send a screenshot of the WHOLE receipt, not just the id

[fervent harbor]

Any news in fixing the bandwith issue on SEA servers? Constantly booting me out in game to the log in screen

[stone olive]

So this will be back later? @cunning tide

[desert ibex]

So I bought the lucky box, got everything from it except the skin, do I just wait? I saw the notice for when you don't get any items, but that's not my case

[sinful yoke]

@fervent harbor no news unfortunately

[cunning tide]

@stone olive i dont bloody know, im just assuming that, apple refunds within 2-3 days of a failed purchase i think but idk if thats the case everywhere

[slender stratus]

Tfw you read everything carefully and still are worried you fucked up somehow lol.

[candid kayak]

then you just wait for an annoucement

[lethal scaffold]

@sinful yoke

[peak peak]

will it take days?

[sinful yoke]

[candid kayak]

it takes them as long as they need to I guess

[spare dew]

I got charged twice for the trade license

[peak peak]

do i need to send DM to you too @sinful yoke for the gem purchase

[sinful yoke]

you can dm at least one of the people listed

[peak peak]

ok

thanks

so when can i expect the fix? days?

[summer spear]

weeks

months

maybe even a year

[peak peak]

[crisp raft]

Don't stress them out even more man

[cunning tide]

no way thats gonna take that long

i spent 50 bucks on that damned pack, i either want the pack or i want my money back as soon as possible

[candid kayak]

but he is actually kinda right. if there is no indicated time, then it is unknown. and we have to deal with it and wait patiently.

[hidden sentinel]

Who should I DM or email for a paid invalid purchase?

[peak peak]

i dont mind waiting for days

[sinful yoke]

it can take 1-8 business days

[lost pagoda]

It's STILL happening where it says connection lost on my wifi and before this it went just fine

[sinful yoke]

@hidden sentinel check pins, you can dm me

[hidden sentinel]

Thanks

[cunning tide]

@sinful yoke what are the dms meant to do?

[flat umbra]

i am not seeing lil sandy in my dock

k

[final lion]

Customer support takes 3-5 days right?

It’s been 6 :v

[sinful yoke]

@cunning tide to help with purchases

[candid kayak]

6 days or 6 business days?

[sinful yoke]

@final lion unfortunately the time has increased to 8 working days, this is due to the heavy workload

[final lion]

Ah alright

Good to know I wasn’t ignored

Thank you!!

[storm galleon]

Guys I can't buy even one gem purchase, is this related to the lucky bag one?

[summer spear]

prob

[void sky]

Just dont buy anything for now

[candid kayak]

I wonder if staff will announce to not buy anything and if it#s possible to lock the gem store somehow

[lost pagoda]

After the Bismark update I have had to use VPN on my house.

[thorn yoke]

my $20 gems, i didn't get it lmao

[lost pagoda]

Yeah everyone is having issues with that. Just read up and send them a email

I would say with each patch or update.

Don't buy gems

[sacred drift]

Are the people having the purchase error using iPhone or Android?

[thorn yoke]

okay il send an email rn

[gloomy root]

I'm on Android

[thorn yoke]

android to me

[small rampart]

I was told to go here

I got this error

[sacred drift]

I see, used to have the same problem on iPhone, I haven’t bought gems

[small rampart]

Ever since

I got billed

[sinful yoke]

check pins for purchase issues!

[small rampart]

But the gens never came throgu

[reef needle]

What did you guys get in the compensation mail ?

[candid kayak]

discord team should implement not just a pinned thread but rather a huge blinking font to indicate that there is a pinned thread

[patent robin]

@reef needle nothing, so far

I would be happy getting Bismarck on my inbox tho :D

[boreal pasture]

Hello. I would like to ask if the increase in the torp value for D3 of the event is intended? It increased from 1k to 1.4k.

[analog kiln]

^^ got to use more oil now lol

[candid kayak]

#known-bugs @boreal pasture

[boreal pasture]

ah thanks.

[fluid shale]

Is there a known solution to the game crashing instead of showing an error message when trying to sync a Twitter account?

[thorn yoke]

try to use the yostar sync

[fluid shale]

I'm trying to get my account back

I don't know if I can do that

[sinful yoke]

turn on developer mode, turn it off, and try to login again

[fluid shale]

May I ask how to do that?

[wet drift]

Who should I email to ask about purchases?

[opaque pagoda]

Yo I didn’t receive my luck bag I bought

What to do

[thorn yoke]

check pinned messages

i'm already done in reporting my top-up account problem

[tawny hill]

Anyone else had the case of not being able to find little sandy in their dock?

[tawny tendon]

Isnt she the 1st one in your dock?

[wet drift]

Where do I go for transaction ID of purchase?

[tawny hill]

Oh, derp, the level sort doesn't work on sandy...

[tawny tendon]

Nope

[tawny hill]

I was not expecting to see her before the lvl 110

[sinful yoke]

@wet drift you can dm me, please check pins for the information to send

[wet drift]

Oh yea, I have the template, I'm just trying to fill out the transaction ID portion, but I'm not sure where to find it. @sinful yoke

[sinful yoke]

I believe it should be located in the receipt

[wet drift]

Order Number? I use Google Play.

[sinful yoke]

I believe so

[spring grotto]

It starts w/ GPA for google

[sand portal]

Its the order number

[cunning tide]

will there be more hotfixes in the morning?

or whatever time it is when the devs wake

or whatever time it is when the devs wake

[ebon dagger]

so after updating the game i'm unable to login, after i tap the screen it says login successful but when i try to enter the game it just loads for a few seconds and then sends me back to try and login again. anyone know how to fix this?

[fluid shale]

How to turn on dev mode?

[sinful yoke]

https://cdn.discordapp.com/attachments/488684387932700672/556235295184519179/image0.jpg @fluid shale

[coral solar]

i re-installed to try to fix the not enough vanguard ships bug, and now i only get a black screen after the logos... any way around this?

[wary lily]

Hi

I buy the 9$ pack but i didn't get the gem yet

What should i do ?

Pls help me

[carmine hedge]

Who do I contact for Support? Got a problem with the store

Bought something, didnt receive it yet they still charged me for it

[wet drift]

@carmine hedge @wary lily There's a pin in this channel with a template.

[wary lily]

Which one ?

Sorry, i don't use discord a lot

[spring grotto]

It's the first pin

[carmine hedge]

I dont even know what y'are all talking about lol

[sinful yoke]

?pins

[astral rampart]

Pins contains important messages such as frequently asked questions and channel specific rules. You can read them by clicking the pin icon in the upper right on desktop Discord, or by tapping the channel name and then pinned messages on mobile discord.

[ebon dagger]

still unable to log in after re-downloading

just loads for a bit and the screen occasionally flashes white

[patent robin]

I have a question, is the compensation still being issued?

[sinful yoke]

we dont know

[cunning tide]

well i mean the problem is certain people were caught up in a different bug

and i am one of them

[patent robin]

awww

[final haven]

I was just caught up with a different bug where my first transaction bounced, but a second transaction went through but I was double charged on my credit card

[cunning tide]

im pretty sure i can still do the second transaction but im not willing to pour anymore money into it

[patent robin]

because I purchased the lucky box and didn't get the skin at first, that has been solved, but I was wondering if there was another compensation, because if so, I didn't get it yet

[spring grotto]

@final haven If you were double charged, please contact your respective app store to attempt a refund

[final haven]

since i already sent an email

i do not dm the people in question correct?

[spring grotto]

Correct

[final haven]

thank you toaster

cause i ensured i followed the format and didn't want to cause trouble

[cunning tide]

the devs are gonna have one hell of a morning when they wake up lol

[wet drift]

@final haven For my own personal interest, what was the email you sent for your help?

[final haven]

yupp

[odd jacinth]

hey there what's the fastest way to get into contact with the azur lane support staff?
got a problem that I purchased the scherzo box but it doesn't show up as well as the gems

[final haven]

@wet drift it was title double charge on transaction by mistake detailing the entire 2 transactions that took place how the first one bounced and the second one went through with screenshots of the receipts UID and USD values of the transactions and how I would want the transaction that didn't apparently go through to be cancelled.

[primal root]

I sent them a email because I was doubled charged too or at least some how 2 transaction for the lucky bag went though. From what I can remember there has always been this problem every time they released a new lucky bag, but for the double transactions this is a first

[final haven]

for me it was just a 4.99 pack of gems

instead of an entire lucky bag worth

[wet drift]

Oh yea, I was just wondering which email you emailed to.

[final haven]

since i only wanted biskos skin

[odd jacinth]

@primal root it was the same for me but google refunded the 2nd transaction already

[final haven]

ohhh uhh

[wary lily]

@spring grotto can you help me with the 9$ pack ? I didn't get the gem yet @@

[final haven]

one sec

[cunning tide]

apple hasnt refunded me yet

[final haven]

@wet drift [e-mail]

[hollow dock]

same problem with 19.99$

[cunning tide]

but idk if its with the purchases

[wet drift]

Thanks.

[pure jungle]

0 torp laffey wgen fully geared??????

[final haven]

devs gonna be drowning apparently

[primal root]

@odd jacinth Mmm I haven't been refunded yet but I will wait. They are usually pretty quick about it.

[final haven]

but i'm glad

they actually respond

unlike other developers i know

[spring grotto]

@wary lily @hollow dock Okay, follow the pinned gif about cancelling the same purchase to see if solves it. If not, follow the first pinned message

[thorn birch]

how do i refund a gem purches

[misty crow]

@pure jungle Not a bug, you have to fulfil one of each requirement in the front and backline.

[odd jacinth]

@primal root yea didn't get a mail or sth but checked on my paypal

[wet drift]

@pure jungle You need to fill out the mandatory slots in order for the rest of the stats to fill in.

[spring grotto]

@thorn birch Contact your respective app store to attempt a refund

[primal root]

@odd jacinth for my paypal it said both went though

[sinful yoke]

@final haven its [e-mail]

please include the dash

[thorn birch]

on Gmail?

[final haven]

oh i'm sorry i missed the dash

i'm just waking up

[desert ibex]

@spring grotto I'm sorry for the ping, but I bought the lucky box, and didn't get the skin. I didn't get a compensation in the mail, do I fill out the form in the dm, or just wait?

[sinful yoke]

feel free to dm me for purchase issues

[final haven]

i sent you guys an email

[spring grotto]

@desert ibex Did you get the bag in your mail at all?

[final haven]

so i'm unsure if all the information included was enough

[desert ibex]

Well it isn't an issue with the purchase per se, I got everything except the skin

[final haven]

since the receipt had the order id

[wary lily]

@spring grotto other mod said i could pm you the bill and id to get the gem

[final haven]

as well as the screenshot

[desert ibex]

Yes, I got the box in the mail, got every item from it, but didn't get a skin

[wary lily]

Can you help me

[desert ibex]

I did buy the Bismarck and Helena skin before it

[pure jungle]

I did, took the others out to see why i was missing torp-- wont let me meet requirements all of a sudden @wet drift @misty crow

[spring grotto]

@wary lily Yeah, follow the first pinned message about what to send
@desert ibex Hm...I'd say gog ahead and contact support regarding it as I'm not sure if you jsut might've gotten the same skin or something else going on

/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.

[desert ibex]

Thank you, I'll sent a mail!

[cunning tide]

@spring grotto im currently on apple's request a refund thing, is this a "i cant find my item proble" or should i just request a refund

[final haven]

thanks for all your help I will just wait for a reply when the devs get to it

[uncut geode]

@sinful yoke i already DM u

[spring grotto]

@cunning tide Hm...just request a refund from Apple to see if they'll get it approved for you

[cunning tide]

alright

[uncut geode]

I need gems immediately

[ripe field]

wow, i thought im the only one have purchase error

[sinful yoke]

I cant give you the gems immediately

ive send your information though

[cunning tide]

@spring grotto nope neither works sigh

[wary lily]

@spring grotto omg 😂😂 i try to send you the message but i don't know how to do it lol

Bruh :^)

Wait

[cunning tide]

@spring grotto nope neither works sigh

[fallow plaza]

Anybody on iOS having trouble updating the game? Mine says "Hash file failed. Try again?"

[scarlet kernel]

Is the al.cs@yo-star the proper email to use?

[sinful yoke]

@fallow plaza did you bind?

@scarlet kernel [e-mail]

[scarlet kernel]

thank you

[fallow plaza]

yes. On mobile and emulator both on facebook

emulators fine though. I tried to update the mobile first then it crashed. after that the error happened

[thorn birch]

is [e-mail] an email or a page on google

[cobalt snow]

an email.

[scarlet kernel]

Any idea their expected reply time?

[cobalt snow]

3-5 business days is the norm, but with recent backlog it's up to 8

[scarlet kernel]

Thank you, is the backlog due to the recent update?

[cobalt snow]

Yeah, due to the UI update and accounts, and people trying to buy gems for event stuff.

[snow snow]

I think part of it might be they had a holiday semi-recently as well

[sinful yoke]

if you have a purchase issue check pins as well, either email cs or dm the people listed in pins

[spring grotto]

And they're also trying to flesh out their customer support team as well

[mild lance]

Ey can anyone help me recover my account? I recently bought a new phone, and forgot to bind my old account to FB.

I dunno what to do

[cobalt snow]

If you forgot to bind:

/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.

[mild lance]

Thanks bud

[fallow plaza]

So no news yet on the iOS update failing

[sinful yoke]

[fallow plaza]

I cant update the game on iOS says "Hash file failed. Try again?"

[sinful yoke]

you have to reinstall

[fallow plaza]

Might as well ()

[keen garden]

I updated game, says login successful. Then it says cannot find mission config and 7004, 7005,7006

[sinful yoke]

did you bind your game?

[keen garden]

Before I did yes

[sinful yoke]

can you reinstall with wifi?

that error is due to a missing file

[keen garden]

So delete game and redownload?

[sinful yoke]

yep

[keen garden]

K.thx. Will.try and get back to you

[snow snow]

Is there a way to force the client to check for updates? I think there were 2 hotfixes today (after the maintenance patch), but I only recall being prompted to DL one of them. I've restarted the app multiple times to try and check

[sinful yoke]

restarting or repairing files/reinstalling the game are

[sinful yoke]

where are you located?

[keen mulch]

Server u mean?

[sinful yoke]

location on earth

general area

[keen mulch]

Oh

Asia

[sinful yoke]

SEA/US/EU

which part of asia?

[keen mulch]

Slr

Sea

It started to be like that after I equipped Bismarck’s skin

Then I tried to dl the files for it then it froze so I restarted it and after logging in its like that

[sinful yoke]

SEA issues are known atm, if you can, try the checklist in pinned messages
but emailing wont do much I believe

[alpine rampart]

Rather problematic that I still haven't received a response for my gem purchase, how am I suppose to purchase these new Ironblood skins?

[sinful yoke]

@alpine rampart when did you send an email?

[alpine rampart]

More than three days ago for sure, was about to check how long it's been.

[sinful yoke]

it can take up to 1-8business days unfortunately

[alpine rampart]

Oh what do you know, I did receive a message.

[keen mulch]

Demn

[wispy bronze]

Welp. I thought the purchase error happened just today. This is gonna take some time

[keen mulch]

I think I might have to re-install

[limber bloom]

i sure hope not that itll take 1-8 business days for them to give me the lucky bag items, or that was the last money they got from me...

[sinful yoke]

if you are experiencing purchase issues RIGHT NOW please dm me or @ImAToasterStrudel#8030 or @Flyflu#3094 with the information requested in pins

if you have sent an email already, please wait

[lapis grove]

Hey, unsure if this is the correct channel, but I reset my phone and kinda forgot about Azur Lane, is there a way to recover my game account? :(

[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.

[carmine hedge]

I had an issue about purchasing gems

(EN server)

[spring grotto]

Please attempt the pinned gif regarding cancelling the purchase to see if that gets them sent. If not, then please follow the first pinned message

[burnt lichen]

Does anyone know a fix to the Initialization error 100230 ?

[spring grotto]

@burnt lichen Presumably it's a connection issue. Try a differnet connection type, such as Wi-Fi/Mobile Data. You could also try restarting your game and/or device. If none of those work, please try a VPN application to see if that solves the issue

[burnt lichen]

tried VPN didn't worked

i went to 3 different routers to try differents wifi

doesn't work

and tried 4G and 3G didn't worked too

[spring grotto]

And you restarted your device as well?

[burnt lichen]

yup

[spiral steppe]

I got the same problem a for buy package I don't receive content I was charged the fee for ( jpn sever )

[burnt lichen]

do you think i should email them ?

[spring grotto]

@burnt lichen Hm...not too sure. You could or you could try a reinstall if your account is bound. Those are two options I can think of

[burnt lichen]

i didn't tried to reinstall the game but my account is bound so no big problem i'll try that

[spring grotto]

@spiral steppe Unfortunately we're for EN support so we can't offer much for the JP server. ALEC might be able to provide some more help though

[thorn birch]

i have the same problem as Cromega

but on EN server

[keen mulch]

@spring grotto can u advice me on how to fix my AL

[burnt lichen]

well try to not buy gems packages for now

it seem purchases are glitchy for now

[keen mulch]

As u can see, I’m missing something here

[thorn birch]

@keen mulch have you downloaded the new L2D?

[keen mulch]

Yes but was still in process when

It froze

[burnt lichen]

oh well if the updates isn't complete, this is normal

[spring grotto]

Does it show that you have them fully updated when you go to the settings/

[wise marsh]

i still get connection to server lost when trying to login

then when i do get in its an endless loading loop

already reinstalled

[spring grotto]

@wise marsh What region are you located from? SEA/USA/EU

[wise marsh]

USA/Can

[scarlet kernel]

Are servers recommended based on region?

[spring grotto]

@wise marsh Got it. There are some server issues so we're collecting information for devs. But unfortunately beyond that, we can only say try the workarounds that are in the pins
@scarlet kernel Nah, they're all the same for location basis

[thorn birch]

i accidently double bought an item and i want one of it to be refunded what should i do?

[wise marsh]

i did find a fix while im on emulator at least

it wont even let me on while im on tablet

[modest cosmos]

Not sure if this is the right place to ask. But has someone encountered the "spend limit reached" thingy when trying to buy something in AL? I'm trying to buy the lucky bag via telefonica and it keeps telling me that my spend limit is reached and i should wait until it resets? Can someone maybe help with that?

[keen mulch]

When i click settings it just froze too

[spiral steppe]

All servers have the same problem in variation but for buy gems or buy package it is general look like

[burnt lichen]

@modest cosmos is Azur lane itself saying that

or is it something other than AL

it look like a spending limit on google

[modest cosmos]

Afaik it's the playstore

[burnt lichen]

if it's the playstore, that mean azur lane isn't the problem

[spring grotto]

@thorn birch Contact your respective app store to attempt a refund
@keen mulch Hm...that is odd. And you can't get to the settings at all now?

[wise marsh]

might be a hardcap on their spending limit for the month?

[burnt lichen]

maybe try to search if you have a cap of spending

or it can be your credit card

[modest cosmos]

I'll try to find something thanks 😃

[keen mulch]

Nope not at all @spring grotto and after loading for a bit it just freezes at the home page

[thorn birch]

@spring grotto i contacted the respective appstore to attempt a refund but it said that in-game item cannot be refunded

[keen mulch]

At this

[burnt lichen]

Ingame items can't be refunded directly by the playstore that is true

but what payment system you used ?

[thorn birch]

plus on the other side i didn't recieved all of the stuff that i bought

[burnt lichen]

If you used Paypal, you can get a refund pretty easily

if you use credit card, it's a bit harder but possible

if you used prepaid card, well nothing can be done

[spring grotto]

@keen mulch Got it. Well there are two options I can think of suggesting. The first one is to try to follow the pinned message regarding connections issues. The other is to try a file deletion to see if that clears up the problem. You can find the file deletion steps in the pinned Google Doc at the bottom of it

[cobalt snow]

If you want to receive the items, you can choose to go through CS, but if you want to get them refunded and confirm with your App Store, you'd also have to contact CS @thorn birch
Occasionally the app providers will be like that.

[carmine hedge]

Hi I have lost my acc I have sent mail and msg in game. I have given all the necessary information and have gotten no response and my acc have not been retrieved
Plis help I have spent a lot of money and time on the account. And it have been over 8 days since I have sent the mail and msg in game

[thorn birch]

what does CS mean?

[cobalt snow]

customer support, sorry

[burnt lichen]

https://cdn.discordapp.com/attachments/579419996065628197/583692870452641803/Screenshot_20190719-182723.png

@spring grotto well now i can't install the game all together

one of my friend said that it's maybe because i got a Huawei

[carmine hedge]

Where can I find customer support?.

[cobalt snow]

@carmine hedge if you've sent an email as per the recovery command instructions, it may be a while longer due to the recent backlog. The recent backlog means that it can be up to 8 business days for a response, so if you don't hear back send an email on top of your previous one as a heads up, don't make a new email chain.

[spring grotto]

@burnt lichen Hm...and I'm assuming you have enough space, yeah? If so, does the install fail on both Data and Wi-Fi?

[burnt lichen]

i have 20 GB, wifi and data fail

[cobalt snow]

I'd say try a VPN just in case.

[spring grotto]

You said you tried one before, if it wasn't these, I'd say try these: Tunnelbear and Hotpsot shield

[burnt lichen]

it work with a VPN

ugh......

[keen mulch]

@spring grotto im at a mobile tho

[burnt lichen]

i didn't tried to reinstall the game with a VPN

[keen mulch]

Iphone8plus to be exact

[spring grotto]

Ah, damn

[burnt lichen]

i'm using tunnelbear rn

but if i have to use a VPN

to be able to play

that would suck, since i don't have that much money to spend on a VPN

[keen mulch]

Worst case scenario is me reinstalling it, right @spring grotto

[spring grotto]

@keen mulch Hm....I would say try the pinned message for possible workarounds on top of restarting your game and device. B/c we wanna save reinstalling as a last option so you don't have to go through the recovery process

[cobalt snow]

There are free ones to use, aren't there? not that I'm well versed in VPN's.

[tawny hill]

Tor work for a free vpn

[burnt lichen]

there are free VPN but with limited data

Tunnelbear for exemple let you use 500 mb maximum per month

[tawny hill]

Orbot is the name of the tor vpn app on android, it's a bit slow, but works without a data cap

[cobalt snow]

Could also maybe try alternate wifi providers when you get the chance to see if it's similar, just as a fallback/see if anythings different.

[burnt lichen]

i live in a rural area

for exemple, if i want to get 4G i have to walk 500m

[tawny hill]

I use a vpn because my school network derps, with being able to connect at random

[burnt lichen]

the strange thing is that it worked fine until this update

and i doubt it's due to the fact i use a huawei

when i try installing other game it work fine

just AL

[cobalt snow]

Occasionally updates mess with how things connect, usually gets sorted out after a while. For the time being though, you'll have to see about using one of these methods. also huawei seems to have a lot of other issues but not with connection

[burnt lichen]

i know

the thing is maybe due to France

I don't quite know why

but all of my friend in France (myself included) have problems with log in

one can only log on using Wifi (4G don't work)

maybe i'll just wait until tomorrow

but it suck that it just happen during the Bismarck event

[obtuse patio]

Are we going to get a extention of skin sales? Seeing how our gem might be held up

[burnt lichen]

i think it's not the right channel to ask that

[sinful yoke]

we dont know

[cobalt tusk]

Hi, does anyone have this issue where you bought the lucky bag and did not receive it.

[sinful yoke]

@cobalt tusk check pins and dm me the info requested

[cobalt tusk]

was redirected here from bug-reports

[sinful yoke]

@cobalt tusk check pins and dm me the info requested

discords dying sorry

[cobalt snow]

Pins covers it, but make sure your game is up to date and you've checked mail as per #game-news . If so, then as kawa said.

[sinful yoke]

they did update b4

[carmine hedge]

i reinstall the game anh for some reason it stuck on Checking for update

[brittle grail]

who do I contact for purchase support?

[rare crescent]

Hm. Same isssue for me as last patch. I get connection lost immediately, then a really long loading followed by Network Error

Anyone who can help?

[hot radish]

with the UI its a bit hard to see on Sr Ships as its White wrighting on Gold Background in the Enhance screen

[mighty night]

They still haven't fix the issues with purchasing items. Still waiting for their support to respond back. Anyone else having the same store issues?

[brittle grail]

yes

I ended up buying a gem purchase twice but only got one of them

[gusty flame]

Same here

[cobalt snow]

Pins has instructions for that

[brittle grail]

thank you

[cobalt snow]

@carmine hedge @rare crescent try installing with alternate connections, and using wifi/data/vpn. There's recent server issues as of late, some within SEA/EU regions.

[rare crescent]

Oki. Thanks.

[sonic ledge]

hey, iv'e cleared all stages from A1 to B3 all 3 stars but still can't enter hard mode. is this a known bug ?

[spring grotto]

You just need to go to Map "A" and press on hard mode. You can't enter it from "B"