tech-support

[wispy seal]

Lawrence is this a recent problem only?

[iron moat]

i thought this problem was fixed last patch

yeah

when UI update rolled in

after the recent bug fix patch

it was working fine

now its doing it again

[quasi thorn]

and playing on my phone i've just been getting DC'd all day

almost unplayable on my phone, but I see it's a known issue

[iron moat]

nah just when i close my game out for a bit and reconnect

[quasi thorn]

yeah and then it works for about 10 minuets before I have to do it again

[iron moat]

it give me the action delay problem

[quasi thorn]

quality work

[iron moat]

and i have to close my game again

i prefer old UI

[quasi thorn]

yeah same

[iron moat]

if this is a common problem

[quasi thorn]

also the enemy ship names are cut off in the HP bar

[iron moat]

at least it was playable

[quasi thorn]

or the UI completely freezing

[spring grotto]

Well technically they're not cut off. They scroll across. But it's a poor design choice and we're bringing that up w/ them

[quasi thorn]

I really enjoy the home button

and fill for when you're enhancing

[iron moat]

i just want this action delay problem fixed and UI is clean

[quasi thorn]

I just want to play the game w/o it feeling like it's a hassle

[wispy seal]

the only thing I can think of that causes action delay is some sort of high latency to a server or performance issues but since I'm not too well versed with phones it could possibly be a problem that's not really existent on apps so I'm no use @foggy zephyr Lol

[odd talon]

I want this interface to fill my screen, but it doesn't :<

[quasi thorn]

At least the HQ bug got fixed

[iron moat]

@wispy seal that isn't me chief

but yeah it was a problem during UI update first release

[keen raft]

[wispy seal]

wrong one my bad, I'm not used to so many people in a server

[iron moat]

then after a couple of more patches

[raw stone]

I paid but I don't get what a gem is, everybody?

[iron moat]

it was fixed i thought

[keen raft]

@raw stone check pins

[iron moat]

and now its doing it again

[wispy seal]

bugs do have a habit of returning from my understanding so could just be a reoccurring

[iron moat]

hopefully

hope they fix it soon

[raw stone]

Why did I pay without getting gems?

[keen raft]

[wispy seal]

recent problem with purchasing gems @raw stone follow ^^ and you should get what you need

[raw stone]

@keen raft I have reported as your guide, but how long will it take to get feedback

@wispy seal How long?

[keen raft]

itll take about 1-8 days

[modern ivy]

some guy said he hasn't heard back in 5 days. I would expect the longer end of that 1-8 days.

[wispy seal]

I got feedback from kawaa instantly since they're right here

[sinful yoke]

and some guy reported an instant reply when staff were in office, so we put it back to 1-8

but it seems unlikely

[carmine hedge]

my game still has phantom touches even when touching and holding screen

does not affect the game at all but just annoying seeing the pulse

[wispy seal]

if this were a clicker afk game that would be a benefit

[carmine hedge]

yes but it does not affect the game or actually press the icons, it just pulses

been happening since the last patch

[eager scroll]

@sinful yoke Logging into the bluestacks emu and back into the iOS app seems to have fixed the issue. Thank you for your help!

[sinful yoke]

awesome! good to hear
no problem

[dusk fox]

@marsh frigate @steel sorrel a little late but restart your modem/router

[iron moat]

@wispy seal would updating my ios fix the problem

[wispy seal]

you've kept it from updating? I don't use apple but I'm not sure that should be a problem unless the most recent version isn't optimized to work on your version but I don't think that'd happen and I feel like more problems would happen if it were true

[iron moat]

true it could just be Azur being buggy atm

i mean it was working fine without update so yeah kinda makes sense

[fading perch]

seeing as i was affected by the lucky box issue, would it be risky loading up

[wispy seal]

possibly, I feel like people should just wait until the whole gem issue is sorted rn since it feels like a common thing

[fading perch]

that would probably be for the best

[spring grotto]

Unfortunately there is no guarantee but usually the purchase issues are only a one time thing if you buy something else again. But if you do wanna play it safe, you could wait.

[fading perch]

how woould i know when safe is?

just for future ference

reference*

[spring grotto]

Can't really say, sorry. Purchase issues have always been a problem although big updates w/ a lot of skins will cause them to rise but that could be attested to the fact that a lot more people are buying items.

[fading perch]

o would there not be an announcement in game news or something of that nature?

if hypothetically the issue mostly resolved

[wispy seal]

unless they find a way to for sure deal with it from their knowledge there would

[sand portal]

I can say that this was my first experience of purchase issues

[fading perch]

ya it was mine 2

[spring grotto]

Not really, b/c there really isn't any known way for them to fix the purchase issues as it's always been a thing. If they could fix it, it would've been a long time ago

[sand portal]

I know most games offer a restore purchase option to resume failed purchases

But those games dont have complex lucky bags

So

[fading perch]

at that point though you might as well just try to refund the purchase from ur respective app store

[sand portal]

U can do that

[spring grotto]

You could try that route. Attempt a refund, get your money back, and then attempt to purchase again b/c ideally the purchase should go through the second time

[quasi thorn]

What is this error all about

when I try and battle

[sand portal]

I mean im still curious as to how the issue is being addressed tbh. Are they refunding or just restoring the purchase.

Id prefer the latter tbh

[quasi thorn]

Why hasn't there been any announcement for all these bugs today.

[spring grotto]

@quasi thorn It's believed to be due to some error where the game doesn't update your dock space correctly (or something like that). A restart though should clear it up
@sand portal CS will restore all failed purchases

[sand portal]

Oh

So we just get them later

Kewl

@ restart the app to solve most issues

[quasi thorn]

I've been restarting all day. Do you think they will extend the event. I've been trying to get my Friday grind on but I spend more time restarting my client than I do playing

[sand portal]

Does it affect all ur fleets?

[quasi thorn]

Yes

restarted worked, but it's been like this all day

[spring grotto]

If you're constantly getting those desync issues (which both of your seem to have been) you could try a different network or possibly even a free VPN as it might just be due to a bad connection to the game server

[fading perch]

what does restoring the purchase entail?

[quasi thorn]

just different errors

[spring grotto]

Getting your items sent to you

[fading perch]

like via mail?

[quasi thorn]

Well It was like this while I was at school and like this at home

[spring grotto]

For Lucky Bags, they'll get sent to your mail and for gems, they'll manually be added to your account

[quasi thorn]

¯_(ツ)_/¯

[sinful cipher]

Quick question- how do I fix the "Googleplay/Applepay/Molepay failed: 200220" error?
Restarting the app didn't work

[iron moat]

is the developers on break?

[fading perch]

o ok then

[sand portal]

How abt restarting the map

@sinful cipher did u try to buy the lucky bag twice?

[sinful yoke]

@sinful cipher use a different connection like wifi/data or a vpn

[sinful cipher]

no, im trying to buy the trade license and regular gems

[sand portal]

Kek

[spring grotto]

@iron moat It's the weekend if that's what you mean

[chrome ocean]

Is there a fix to being unable to connect to the Washington server? VPN doesn't work

[quasi thorn]

Friday patch day

[sinful cipher]

@sinful yoke looks like that worked, thanks

[spring grotto]

@chrome ocean So every other server works for you?

[quasi thorn]

this really sucks

[viral lance]

@spring grotto I've sent an email for the gems...

[chrome ocean]

Yeah

[iron moat]

oh weekends they dont respond? Didn't know

[sand portal]

Wait that error is possible?

[spring grotto]

@chrome ocean Okay can you turn on log mode and take a screenshot of it when you're trying to connect to Washington and then email it to support as it might be an issue that they need to manually resolve

[chrome ocean]

Ok, thanks

[spring grotto]

@viral lance Okay, if you emailed support for your purchase issue then just wait patiently for their response to resolve your issue

[viral lance]

@spring grotto how long will it take normally?

[sand portal]

That range

[spring grotto]

@chrome ocean Oh, and be sure to include all your account data that's possible and let them know that it's just that one server that's not working. The email is [e-mail]

[fading perch]

i had an issue with my lecture hall being bugged in addition to the lucky box problem.
would each of these problems be addressed in two seperate 1-8 day margins or does the time they take to respond overlap.

[sand portal]

Im sure its from the time u reported it

[spring grotto]

@viral lance The response time can be anywhere between 1-8 business days as support has a backlog they're going through right now

Hopefully it'll be on the lower end though

[viral lance]

Ugh..

[sand portal]

5 business days a week

[wispy seal]

we need crunch week every week all week, thats how we shall fix the game

it only requires the devs losing their souls, small price

[upbeat gyro]

so if made a report last sunday then i should still be patient? wasnt sure how long i should wait dont want to be that guy sending redundant emails to an over worked support department

[sand portal]

Technically 5 business days have passed

[wispy seal]

last sunday seems a bit long though, but wasn't there a holiday? or is the dev team not us based technically

[sand portal]

Idk

[spring grotto]

@upbeat gyro So you sent it on the 19th or 26th? Just for clarification

[upbeat gyro]

teh 26th

*the

day before memorial day

[sinful yoke]

they were online on memorial day

since theyre in china

[median needle]

then wait until tuesday or wednsday and if you still haven't gotten a response resend the email.

[spring grotto]

Got it. Okay well unfortunately the usual response time has been bumped up to 1-8 business days due to backlog so they probably just require more time to get yours resolved. If it goes beyond 8 business days(weekends not included) send another inquiry

[upbeat gyro]

kk thank you :3 like i said just didnt want to over send emails cause ik they have to be busy as hell

[gloomy inlet]

Is it possible to extend the Bismarck skin date?

I would love to buy it but right now I am waiting for the company to help with the purchase of my gem issue

Still need to wait Until weekday😓😓

Should I ask for refund or wait instead?

[modern ivy]

Would it be okay to do a refund and make another attempt to purchase after already sending info to Kawaa for the gem purchase issue?

I know sometimes game companies will just ban for doing this

[spring grotto]

If you've already sent off to support to get your purchase issue resolved, then it'd be best to just wait. Trying to refund after sending in your problem could cause issues/confusion for the support staff.

[modern ivy]

yeah, i'm just worried that the whole reason for the purchase will no longer be available. At that point I can't make a refund request since 48 hours would have pass

[spring grotto]

@gloomy inlet As for extension, none of us can really say and unfortunately I'm not too sure if they would b/c while there are a good chunk of purchase issues, there are plenty that went through fine and were able to process correctly. You could try bringing it up to ALO, but no guarantee though

[wicked raptor]

Is it possible to buy a single gem ?

[wispy seal]

lmao

[spring grotto]

Uh....no there isn't. Unless the devs send it out in an in game mail

[gloomy inlet]

Should I try buy again?

[wispy seal]

go for the achievement gems @wicked raptor

[wicked raptor]

Thanks for the advice

[gloomy inlet]

So the skin deadline will still be the same ?

Oh great let hope the issue can be replaced by then

[spring grotto]

@gloomy inlet As in buy another gem pack? Yeah, it ideally should go through b/c most people only encounter a purchase issue with their first purchase.

[gloomy inlet]

Resolve

But this is not my first purchased

[spring grotto]

Sorry, bad wording on my part. Only encounter it w/ one purchase at a time

If they buy another pack, it'll usually go through fine and dandy

[wet mantle]

I got my brother to download the game, but he’s stuck in the tutorial. It says to move the joystick but when he tries to the joystick glitches out and the tutorial won’t move forward. Is there a fix?

[small tree]

anyone in here knows how to login into previous accounts in a new device ? I bind my previous account with fb but it can't seem to retrieve my old acct data even when I selected the server I was in previously .

[sand portal]

Did u login at the title screen

[small tree]

I did

[wispy seal]

@wet mantle my guess is either restarting or reinstalling

[sand portal]

Hmmm

[small tree]

are there any mods active right now. I have been rerunning the tutorials for 5 times now. It's killing me

[sinful yoke]

@small tree did you actually bind?

[small tree]

yeah it's bind to my fb account

[sand portal]

Are u logged into fb on ur new device?

[sinful yoke]

can you try every server then

[small tree]

I tried all fours

I need to log into fb in my new device ?

[sinful yoke]

and no you dont have to finish the tutorial in all, if it opens up, restart and try a different

[sand portal]

Yes

[sinful yoke]

yes you do

did you bind in settings

per se the pinned image showing how to bind and login

[small tree]

sec checking the pins

[tardy forge]

hi I bought Scherzo lucky bag, got an error but the money got deducted to my paypal account. didn't get the pack in my mailbox

[sand portal]

I mean if hes not logged into fb on his new device

[sinful yoke]

@tardy forge check pins

[tardy forge]

can you help?

[wind heart]

Is this the channel where i can report on a bug?

[wispy seal]

they will but check the pins in this channel and send a help request following the list

@tardy forge

[sinful yoke]

@wind heart go to #bug-reports for bugs

[small tree]

@sinful yoke got the acct back. Thanks

[wispy seal]

congrats @small tree

[sinful yoke]

awesome, good to hear

[fallen patrol]

I purchased a gem pack and the gems are not loading. Is this an issue or do they take time to load?

[sinful yoke]

check pins

unfortunately its a bug where you dont receive gems automatically

[fallen patrol]

I see. I will file my report tomorrow. Thanks.

[wispy seal]

@sinful yoke can you code the bot to react to the words purchased and gems/schezo and say check the pins @ --? :^)

[sinful yoke]

I am not the owner of the bot, and this is only a temporary thing I believe

the best I (and the other tech support volunteers) can do is to tell people to check pins so we can recieve the info

[wispy seal]

Would be a help but understood lol, lets just hope this gets resolved better and soon I suppose. all we really can do

[tardy forge]

sent DM @sinful yoke

[sinful yoke]

got it

[unreal tendon]

Is this the right chat to help get an old account back?

[wispy seal]

I'd think so

Did you bind it at all?

[keen raft]

[unreal tendon]

Unfortunately no

But I have all the info

[wispy seal]

From the olden days I see

[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.

[keen raft]

[unreal tendon]

Thanks for the help! I’ll compose the email right away! 😄

[wispy seal]

Good luck ^^

[unreal tendon]

I’d be happy I didn’t lose all that money, I upgraded my phone and the rest was history

But anyways thanks again

[sinful yoke]

it may take 1-8 business days for a response

[wispy seal]

right right, backlog recently

[gritty belfry]

I have a question 🤔

[wispy seal]

Shoot

[spring grotto]

What's the question?

[wispy seal]

ToastStrud your pfp reminds me of those Cinnamon Toast Crunch characters

[dusk night]

what is the receipt of a purchase? i can't find it to add it into the mail for the CS

please

[spring grotto]

It's just a receipt. Usually it'll get emailed to you as well

[wispy seal]

I sent a picture of the recent purchase tab on the app store as well to give further proof but probably not needed depending on how much info it gives

[dusk night]

just the receipt is enough?

with UID and name and server

[wispy seal]

Its all in the pins

[dusk night]

i read but i'm sure

[spring grotto]

And specifically what the item was as well. Box of Gems, Chest of Gems, Lucky Bag, etc and their monetary value in USD

[dusk night]

oh okay

thanks

[sinful yoke]

aw man.

didnt even say mans was typing

[wispy seal]

We stealing your business here Kawaa B)

[sinful yoke]

well toaster is also a helper

and flyflu

I'd appreciate a break

[wispy seal]

True true lol

[sinful yoke]

ive been getting a lot more than toaster has today

[wispy seal]

Its the # in your name

And you almost have the word kawaii too

Easy bait

[dusk night]

Well... It makes me unable to purchase anything... So... I can't get the looky box

[wispy seal]

Is it error code 30300 or whatnot?

I forgot the exact number even though I have the same problem whoops

[sinful yoke]

200230

200220

[wispy seal]

I bypassed it by adding funds directly to my gplay account but I dont think the game liked that and thats why I'm waiting on a return for the scherzo box too

[dusk night]

202300 or something like that

[sinful yoke]

200230

you have to use a vpn, or switch to wifi/data and try again

[dusk night]

go to the nearest store
Aw shit here we go again

[sinful yoke]

here we go again

[dusk night]

Wait... There's litteraly no store where i live... It's only grass and cows

[wispy seal]

How did you do it the first time even what

[dusk night]

I just walked for 20 KM

[wispy seal]

is my leg getting pulled

[keen raft]

[wispy seal]

[keen raft]

Grass and cows?

[wispy seal]

You okay there silverfang?

[dusk flower]

Still waiting for my gems and compensation as well. This is ridiculous.

Let the light of Juneau guide me to my fate and save me from this terror of anxiety. In Bismarck I pray, for this event is dark and full of bugs.

[wispy seal]

When did you send your report?

[sinful yoke]

it can take 1-8 business days for a response

[dusk flower]

yesterday, they said that I have to wait 1-8 BUSINESS days. Also it will take at least 48 hours for them to respond

In other words atleast 4 days

since today is weekend

[dusk fox]

you do know

they are swamped

it was mentioned a while ago that they are swamped with tickets

[gloomy inlet]

Btw I send to flyflu regarding the gem

[iron moat]

So is purchasing gems atm bugged or it safe

[wispy seal]

still a toss up, if you wanna test your luck go ahead

[sinful yoke]

I cant guarantee it working

but you're allowed to buy gems again if you have one not sent

[copper stone]

just to make sure, I can transfer to an android emulator and back again via a twitter/yostar accound?

[sinful yoke]

yes

to bind and login, refer to pins

[iron moat]

hmm

ill wait then

[primal egret]

hi, i must repor an error after buyin from the store

I've bought scherzo lucky box but I have not recived it.

help D:

[median needle]

did you check your mail?

[primal egret]

yes i did, both in game and outlook to check the bill

[sinful yoke]

check pins

[primal egret]

pins?

[median needle]

yes pins.

[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.

[flat phoenix]

bought gems... didnt received them. i read the pin for that but who can im DM now?

[median needle]

one of the people listed in the pin.

[sinful yoke]

doesnt matter

[flat phoenix]

are they even online?

[median needle]

lol yes. one just spoke to you

[flat phoenix]

ah... oyu are one of teh 😄

[carmine hedge]

Thinking about getting a Nokia 7.1 with android one for my new phone, will the game run smoothly on it?

[turbid drum]

Does anyone know how long it’ll take for them to reply back to your email?

[sinful yoke]

1-8 business days

@carmine hedge as long as the phone has over 1gb ram, it should be fine

[carmine hedge]

Alright thanks

[sinful yoke]

2gb is risky, as having low storage and 2gb ram makes the game crash

[carmine hedge]

It has at least 3gb of ram

[sinful yoke]

great!

[turbid drum]

Didn’t know it’ll take to long for them to reply to my account recovery email T-T

[sinful yoke]

did you send all the information necessary?

[carmine hedge]

They are busier than usual I heard

[turbid drum]

I haven’t even got the questions form yet

[sinful yoke]

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

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

744

Twitter

/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]

also please note, they cant recover your account without your accounts' info

people like to send emails asking for them to recover their account

but dont provide any information

please dont be those people!

the message by Niimi will tell you what to do and what to type

[patent dust]

so I accidentally did the yostar is there a way of geting my old stuff back?

[sinful yoke]

@patent dust what do you mean?

[turbid drum]

Maybe I should just start a new account just to make it easier for both me and them but rip all of my limited ship plus Z23

[tawdry arrow]

Isnt it suppose to be "escort me properly"?

[median needle]

send it to #bug-reports

[patent dust]

so I couldn't loaded the game it kept crashing so i did this https://cdn.discordapp.com/attachments/428951386202570762/584291598633009176/image0.png @sinful yoke

[median needle]

and it gave you a blank account right?

[patent dust]

yeah

[median needle]

k so 1. the email you used to bind to the blank account can't be undone rn. and we don't know if you'll ever be able to.
2. if you have your account bound to Fb or twitter you should be fine.
3. if it's crashing when you try to login with Fb or twitter try toggling developer mode on and off to see if it fixes it.

[patent dust]

ok thx you

[median needle]

if it doesn't fix it you'll have to use another device or an emulator until the game stops crashing.

[sinful yoke]

but did you bind to yostar at all

[patent dust]

yes i did

[sinful yoke]

make sure you're choosinf the right server when logging in

[patent dust]

i did

[tall spoke]

Who do I need to contact for transaction problem?

[median needle]

check pins

[dusk flower]

Now get in line!

[iron moat]

Quick question if i tried to log in from another device using yoshstar account would it tell me to put the email thats linked with the account and a verification code again?

[sinful yoke]

same email, different code

you have to input the email, generate the code, and then enter the new code

[iron moat]

Then it would log in to the account linked with it?

[median needle]

yes

[iron moat]

Alright ty so much

[tall spoke]

Does transaction for buying anniv box really take time?

[sinful yoke]

we arent at the anniversary

but no everything is instant

[limber bloom]

no they just fucked it up

[tall spoke]

Okay then time to report it

[rugged sparrow]

Hello guys. Yesterday I had to delete the local data of AL. So when I start the game, it starts downloading the updates again, which is ok so far. My problem is now: I am stuck with a very slow and unreliable internet connection. Every time the internet connections fails for a short time, the update stops and won't even continue, when the connection is reestablished. I have to kill the app and start it again, so the updating starts at 0 again, too. Any way to avoid that and continue, once it is interrupted? I can't do anything about the internet/wifi here, as I am stuck in a foreign country, so mobile data isn't available either.
Using Android 9

[pallid fractal]

Hi, I've got an error when a pay gems yesterday night. I receive nothing

[sinful yoke]

check pins

@rugged sparrow are you able yo get a stable connection at all

[rugged sparrow]

Not at the moment unfortunately. It may be stable for 30min, then it fails for a minute, then it works again.

[sinful yoke]

are you able to try reinstalling rhe whole gams?

[alpine crown]

Hi Ho , i got a reply from CS that my issue was going to be forwarded to the Devs. I say 'was' cause this reply was on 16th May.
So my question is do i reply to the same mail? Or do i just keep waiting for a response, cause i am aware of the major overload at present. (for info my case isn't as major like Account problems or gems purchase.)

[sinful yoke]

what issue?

[alpine crown]

item compensation from a bugged research project

[sinful yoke]

ah

I dont see why you’d reply if they forwarded it

if you do, reply to the same mail

[alpine crown]

oh so i don't need to reply? Just wait?

[rugged sparrow]

I was not reinstalling the apk from the store, just the game internal updates, which start once I open AL. It shows around 305mb of updates.

[sinful yoke]

did they ask for more info? @alpine crown

@rugged sparrow but are you able to fully reinstall?

[alpine crown]

no they didn't ask. They only said they were forwarding the issue to the Devs

[rugged sparrow]

Did not try yet. The game itself is more than one GB. Did not want to risk such a huge download with my current connection.

[sinful yoke]

you might have to attempt to download the files on a connection that doesnt disconnect

[rugged sparrow]

That is unfortunate :/ won't get one until Monday evening.

[alpine crown]

ill just keep waiting until things settle down. Ty for the help

[lost steeple]

im guessing we wont hear anything about the failed purchases until next week?

[sinful yoke]

they take business days to respond

[lost steeple]

right

[spark furnace]

@sinful yokehi im buying something but didn't get anything. The payment was successful. Where should i report this?

[sinful yoke]

check pins

[carmine hedge]

I was trying to make an in-app recording of Bismarck but it’s been stuck on loading after I ended the record function for a few minutes now. Is that normal or should I restart the app?

[sinful yoke]

try restarting the app and trying again

does it soft lock again?

[spark furnace]

@sinful yokesorry how to check the pins? I never use discord before

[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.

[carmine hedge]

Well, this is currently my second time trying, the first time I just closed out of it since it was taking a long time too

I am on iOS, not sure if that’s related

[sinful yoke]

shouldnt be

can you try again with bismarck’s l2d off?

[carmine hedge]

Alright, lemme try now

I let it record for around 3 seconds, but seems to be the same bug. I recorded Akashi about 2 months ago, 4 videos between 3-7 seconds, so it was possible at that time

[sinful yoke]

hm I see
I do know bismarck has some bugs though

can you try restarting your phone?

[carmine hedge]

Well, I already did before I tried the second time earlier, right before I posted here. But yeah it might be specific to her skin?

[sinful yoke]

it might be, can you try with another ship?

[carmine hedge]

Aight, testing on Akashi now

Seems to take a while too

Double-checked my phone settings, Azur Lane can read & write to my photos, so I’m not sure what the cause may be

[sinful yoke]

it might be phone based, can you try repairing the files in case its client based?

[carmine hedge]

I’ll try, but yeah if it doesn’t work, thank you for your time anyway

[sinful yoke]

maybe switching from wifi to data while saving will work

no problem

I am going to sleep, let me know how it all goes

[carmine hedge]

Alright

@sinful yoke Just repaired the game files and tried again, still the same thing; I also changed to mobile data while it is in the “loading” status after recording, it prompted me to reconnect, which broke me out of the “loading” status so I’m not stuck, but still no recording 😅 Oh well, I’ll see if I can find another way to record my phone screen

[gilded wigeon]

How do you recover ab unbind account

[misty crow]

/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.

[gilded wigeon]

Mine just got delete and it is unbind

[vernal anchor]

Guys, I need help

I can't find the beginner missions tab anywhere on the home screen

I have tried reinstalling and it didn't work

[sudden trail]

admin i need your help asap
i bought 600 gems and the system didnt add it into my account

[dusk flower]

@sudden trail Welcome to the Club! Check the pinned messages. The instructions is there.

[sudden trail]

Ok

[solid lantern]

humm

what to do if google play purchases are not available in my country?

[wind nymph]

I have the same issue with beginner missions

[thorn yoke]

commission reset bug

[fresh sundial]

I can't buy gems why?

[carmine hedge]

<@&460646206851252224>
hello, i can't return on my account because i have reinstalled bluestack on my computer my acount name is brutaldram , lvl 25 in guild : 1ER Flotte rank elite in this guild. i have owned 147 ship , attack 108, exercice 17, comission 22, collection 19.22% , ATK - WR 92.31%, EXER-WR : 23.53%.

[thorn yoke]

@carmine hedge you didn't bind your account? in the three platforms?

[carmine hedge]

yes but i lost my account i reinstalled the game (i miss to link my account with email)

[thorn yoke]

rip

you still know your UID?

that issue or yours is really hard tho

always remember to bind your accounts for newbie commanders

[carmine hedge]

yes just wait a second i can give on private

[dull birch]

So, with the lucky pack issue, I appear to have bought it multiple times even though it's only purchasable 1 time. Should I expect it to only charge me once even though it shows multiple payments on my Google account or will I get refunded ?

[thorn yoke]

email it to the devs

the mods and techsupport rn is on rest i think

[carmine hedge]

can you find my account with this :
name is brutaldram , lvl 25 in guild : 1ER Flotte rank elite in this guild. i have owned 147 ship , attack 108, exercice 17, comission 22, collection 19.22% , ATK - WR 92.31%, EXER-WR : 23.53%

[thorn yoke]

more better if you know your UID

it gonna help the devs/techsupport to find your account a little bit easier

i'm not a techsupport/mod bro lmao check the pins

[carmine hedge]

i've done on private id fleet to wanted me easier (it's a little fleet)

[thorn yoke]

email the devs

[carmine hedge]

ok it's done thx

[digital thistle]

Cant make gem purchasing..it says server error

[dense raft]

Hello guys
when I want to access the gem store and purchase my trade license (or any of the gem packages)
I don't seem to be able to purchase them because it says server error

[dull birch]

Don't keep trying or you'll get charged multiple times

[dense raft]

I am trying to pay via paypal it would need my password to do so

or rather google pay

<.<

[sudden trail]

and i lost my monney and didnt have 600 gem

[fresh sundial]

I cant buy gems here atm

[dull birch]

It appears no one is here today to help

[fresh sundial]

Sad...

[dusk flower]

Don't use your bank account transfer for getting gems. You'll get double charge

[dense raft]

it seems to be a google error

[fresh sundial]

Alrdy email this to devs tho

[dull birch]

It takes 1-8 buisness days

[dusk flower]

Welcome to the Waiting Club. Now get in line!

[fresh sundial]

[dull birch]

And the lucky pack issue is widespread so expect them to have a long line if shit

[dense raft]

I think this will be a high priority problem since they won't get any money coming in right now xD

[fresh sundial]

Crap i decided i will buy biscuit skin and this happens -_-

[dull birch]

It maybe , but it's still a lot

[sudden trail]

but how can i send message to dev

[pale river]

google server is getting error now u cant download apps or purchase anything

[dense raft]

ok since this is a google error (their servers had a lot of problems recently) this will be fixed pretty fast

[dull birch]

What a cucked shit Google is then lol

[fresh sundial]

[e-mail] @sudden trail

[sudden trail]

thanks

[fresh sundial]

I see welp

Stupid google then lol :V

[dull birch]

Its so retarded

All those gave me errors in-game

Yet, still apparently I paid 3 times

[fresh sundial]

[dull birch]

You can't even buy more than 1

[fresh sundial]

[boreal solar]

My buy history doesn't even load up, so i have no idea how much money went down the drain...

[gray otter]

my bluestacks 4.0 crashes occasionally when I type and enter something in the chat room
redownloading AL doesnt seem to solve the issue

[fresh sundial]

Now that u talk about it

I cant even view my history too -_-

[dull birch]

Apparently Google Play is updating (bs imo)

Shit was outta wack on Thursday too

[fresh sundial]

Shit is real

[boreal solar]

can view my history again, seems alright

nothing bought this month

[fresh sundial]

Can u view preferences?

Cos still fooking error here

Ye i can check my history again too

[boreal solar]

yea Felixial, same here

preferences do not work jet, it seems

[fresh sundial]

Rip then -.- but glad it is not only me :')

[dull birch]

That's a Google issue

[proper cargo]

What's good with this? Tryna spend some $$$ on this game

What do?

[dull birch]

That a Google issue

[proper cargo]

Aight so..... what do I do?

Hmu lmk leggo

[dull birch]

Wait for Google to fix their shit

[proper cargo]

Fuk me

[fresh sundial]

Welcome to the waiting club lol

[dense raft]

I can access my store history on my browser

[ember knot]

@proper cargo same here

google broken

i also cant install app

[carmine hedge]

i got network error 100404, what do i do

[spring grotto]

When trying to log in? If so, the second pinned message in this channel has some simple,possible workarounds

[carmine hedge]

ok thank you

[late pebble]

Is it just me or are purchases in this app broken?

[spring grotto]

It's on Google's end if you're getting "Server Error"

they're having issues right now

[novel relic]

its ok but some devices doesnt support i think...

[late pebble]

I tried on apple got charged but no item

[spring grotto]

If you have a failed purchase, then please follow the first pinned message

[fallen patrol]

How do I find the Transaction ID?

[spring grotto]

You can find it on your purchase receipt. And if it's from Google, it starts w/ a GPA

[late pebble]

Where is this pinned message?

[midnight mason]

Can i join the waiting club. I have that kind of error also. waiting for my 3 purchases since morning

[spring grotto]

?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.

[severe hamlet]

How many business days does it normally take to get a purchase issue solved? I already gave the info to Kawaakari.

[late pebble]

Ah ok I will get the information needed

[spring grotto]

Due to a backlog, the response time can be anywhere between 1-8 business days but hopefully on the lower end w/ the DM workflow

[severe hamlet]

@spring grotto Thank you. I was just wondering.

[fresh sundial]

It is google server error i think @midnight mason

How about try to purchase smth in other games? as for me I cant even load gplay in fgo -_-

[midnight mason]

@fresh sundial yeah same error. I've tried purchasing in Archero . "server error"

[fresh sundial]

In my case "payment cancelled" oh well

i cant even buy gems for my bismarck -_-

[midnight mason]

This morning one of my purchase said "payment unsuccessful, payment method declined"

I want that Ark royal skin

[fresh sundial]

i know that feel :') time to wait i guess goddamit

[dull birch]

I hope everyones issue is resolved before the event ends

[solid lantern]

google play seems to work again

but purchases themselves dont

and i still won't make a purchase anyways cuz my country sucks

[candid cosmos]

Having issues still trying to purchase anything still, giving me the impute error 1

[lofty thicket]

Hi. I did make a purchase but gems were not delivered. Opened the chat in game but i dont get any answer

[spring grotto]

Please check the first pinned message regarding failed purchases

[midnight mason]

@spring grotto checked and ive already emailed to the support

[torpid cobalt]

@spring grotto So what exactly is happening? I've made PLENTY of purchases since August. And this is the first time something like this has happened. I know they're getting swamped with emails right now, so they should at least make an official announcement. That way, other people won't feel like they're just being ignored.

[spring grotto]

Well there are a lot of people buying as of right now due to all the skins and items that they would like so that could contribute to the problems but purchase issues have always been a thing since the game first came out. As for an announcement, they did make an announcement before that they're trying to work on support inquires and flesh out their support team to better help all the emails they get. But no one will be ignored

[clear otter]

be strong strudel

[torpid cobalt]

Their wording was players have already been compensated. Please log out and log back in so the hotfix can take effect.

I guess because I've been lucky then. I put quite a bit of money into this game. So I make tons of purchases. This is the first time I've even heard of this happening, lol.

[spring grotto]

Well I was just referring to this announcement 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

744

Twitter

[fleet topaz]

Is crashing more frequent on ipad air?

It’s been doing this when new UI came out

[spring grotto]

Hm...it depends on what gen you have of it. If it's Gen 1, it has 1GB of RAM which could be the issue. But you could also try a file repair from the settings menu to see if that helps the crashing

[carmine hedge]

bought the lucky box and the second after payment I got network error 100404

havent received any items though

[solid lantern]

is there an alternative to gpay service?

[spring grotto]

@carmine hedge If it wasn't in your in game mail, please check the first pinned message in this channel

[vivid ferry]

guys ~ i bought the pack in samsung ,but when i receive any notice that told me i bought it, i immediately close . my money lose and i didnt receive my pack ;-;

anyone can help me solve this?

ty

[spring grotto]

Please follow the first pinned message in this channel for failed purchases

[vivid ferry]

ok

erm

?pins

[spring grotto]

?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.

[vivid ferry]

hmmm

[woeful dagger]

Tap the three dot thingy on thr top right, and thrn tap pinned messages

[vivid ferry]

Thanks @spring grotto

[wild tiger]

I need help, after the update of the new UI my game crashes every time when I finish a battle or sometimes just for being in the menu, I have an iPhone 5s and this had never happened to me, how do I solve it?

[vivid ferry]

but i send a letter to the support , just hoping i can fix this without trouble other people

[spring grotto]

@wild tiger Unfortunately the iPhone 5s only has 1GB of RAM which is below the recommended amount for AL now so that's probably why you're having the crashing issues.

If youd like, you can try a file repair to see if that helps

@vivid ferry If you already sent an email in, then you're all set. Just wait patiently for them to get your issue solved

[vivid ferry]

ok

thank you

[wild tiger]

@spring grotto

Then I guess it can not be fixed, before the update the game was perfect, I tried to repair it and nothing

Thanks for the support

[spring grotto]

No problem. Sorry for not being able to provide any good news

[formal rune]

Uh. Anyone else have an issue with a info box comming up telling them their connection failed and they got to reconnect? Been happening all day so far for me

[stone totem]

Question, if you use bluestacks on PC to play azurlane. Will that get you banned

My friends cell was run over and he still wants to be able to play

[outer herald]

You can use either BlueStacks or Nox if your friend wants to play on the PC. The devs tend to use the Nox player personally @stone totem

[stone totem]

Ok, they were worried due to being so far

[spring grotto]

@formal rune If it's happening while you're playing the game and not just when you have it idle, you can try some of the possible workarounds listed in the second pinned message in this channel

[fossil cipher]

I'm currently having issues trying to get on my previous account

[spring grotto]

How so? Did you have it bound to FB/Twitter/Yostar?

[formal rune]

I see. I will try and give em a look and report back if the issue consists. Thanks!

[fossil cipher]

It's a new phone and I've tried everything to get on it

[misty breach]

?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.

[fossil cipher]

The in game name is dazedmystic my commander rank is private and it's level 27 if that helps

[spring grotto]

@fossil cipher So did you have it bound at all? To FB/Twitter/Yostar

[fossil cipher]

I believe I bounded to FB on that account

Will i not be able to get my account back if I didn't?

[spring grotto]

If you didn't have it bound, you can recover it. But first try to see if it was bound. Follow the steps in this image for recovery. Start from Step 4 https://imgur.com/roy6tih

[fossil cipher]

It was not bound to my FB or yo-star account

And I did not have twitter then

[spring grotto]

Okay, if you're sure it wasn't bound then follow these steps for recovery

/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.

[fossil cipher]

I have a question as well

Could a friend view my uid in any way?

[spring grotto]

Unfortunately not. If you don't have it for your old account, that's fine. It's just requested but not required. In game name and server will suffice

[fossil cipher]

I sent a email but without the server name

[spring grotto]

Yeah, they'll need the server to help pinpoint your account. Reply to your email w/ the server that your account was on

[fossil cipher]

Ok thank you

Abd one more thing is the avrora server the default server

And apologies for the typo

[spring grotto]

It depends on when you made the account. The default server is the newest server. So if the account is rather recent (after Nov of 2018 or so) the default would've been Washington

[glad yoke]

So… The game keeps getting stuck on infinite loading after trying to record Live2D…

[pliant willow]

Hello, i paid 4,99$ in Azur Lane to get my 600 crystals and i didn't got them. The payment was confirmed by my PayPal account and they said i should come here to ask them directly for the help.

[thick elk]

I have a problem with the payment of gems. where can I report it?

Oh u too @pliant willow

[median needle]

both of you check pins.

[pliant willow]

Yes, i paid it for my sister and it's always something with Apple

Thanks

[frozen anvil]

Hello, I purchased the scherzo box (the one with the sekin and 2019 gems) and it got charged twice. :/

[glad yoke]

Alright, I'll post it in bug reports.

[spring grotto]

@frozen anvil if you were charged twice, please contact your respective app store to attempt a refund first

[void sky]

I was just wondering if we cant get the gems we paid for in time, do you guys have any plan on extending the sale for the new skins? Is this the right place to ask?

[frozen anvil]

i entered the support page for my purchase and the refund option is not there, only the report a problem wich has options unrelated to my issue

[spring grotto]

"I purchased this but didn't receive it" will suffice for the extra purchase

[frozen anvil]

ok @spring grotto I have a doubt which one should I go for? I have two identical orders the one that went trough and the one that did not

[wicked osprey]

I had a problem with purchased gems not showing up. I sent all the info to kawaakari. About how long does this take to be resolved?

[spring grotto]

@frozen anvil Ideally the second purchase is the failed/extra one
@wicked osprey The usual response time is anywhere between 1-8 business days but hopefully w/ the DM format it'll be on the quicker side

[wicked osprey]

Dang. Alright, atleast it's getting done and such. Thank you for the response

[frozen anvil]

thanks @spring grotto I went trough with it. much love to the team <3

I'll post and update later when i get response

[void sky]

I think my question got pushed away. Long story short, even if I was to buy more gems now I would have to go through the process of reporting the failed transaction and wait for about 8 days. Cant be sure if I can make it to buy the new bismarck skin. So will you guys extend the period or put the skin on sale again soon? Sorry if I am asking in the wrong place!

[spring grotto]

We can't really say as that'd be up to the devs to decide. We can bring it up to them but no guarantee and it's the weekend so the earliest we can get a response would be tomorrow evening

[void sky]

That would be great! Thanks for giving it a shot!

[sinful yoke]

@carmine hedge are you able to report it then?

!bugreport

[fair shell]

Hello commander, if you'd like to report a bug please send me a direct message with !feedback and I would be happy to assist you. However, be sure to check #known-bugs to make sure you're not reporting something that is already known. You can also check the Trello boards here:

Bugs: https://trello.com/b/Hd2cMeYU/azur-lane-official-azur-lane-en-bugs
Translation Issues: https://trello.com/b/7gz5rAAi/azur-lane-official-azur-lane-en-translation-issues

[sinful yoke]

the bot will guide you through the process

[carmine hedge]

Alright, thanks!

[frozen anvil]

Update: Refund approved thabks for the help

[iron cosmos]

If anyone is able to help me with a failed transaction for the Lucky Bag that would be greatly appreciated

[spring grotto]

If it isn't in your in game mail, please check the first pinned message in this channel

[iron cosmos]

Alright thanks!

[solid lantern]

hey what's the issue here

molpay failed 200220

when i buy gems

[spring grotto]

@solid lantern That's usually some form of connection issue. Some possible, simple workarounds would be to try changing your network(Wi-Fi/Mobile Data), restarting your game and device, restarting your router/modem if possible, or possibly trying a free VPN from your respective app store

[solid lantern]

non of these worked since i tried them earlier

[nocturne island]

I was on Vodafone data in Ireland instead of my usual US location when I purchased a 39.99 gem pack like 10 days ago and was charged. I sent an email and DM about the issue, just wondering if being out of country is pertinent information.
Thanks.

[drifting portal]

hallou, i recently bought the scerzo lucky box,but during purchase AL crashed and once i reloaded....i found out the box was nowhere to be found, and i had been charged with it...do i have to buy it again and attempt a refund of the first or is there a way to just send it to me?

Woops, forgot to post this, I am dumb ik

[spring grotto]

@solid lantern Hm...not too sure then as it's usually a connection error. And you tried a VPN as well? If so, you can try waiting it out as it might fix itself after some random amount of time. You could also try emailing support to see if they can give more insight about it but they will take some time to reply
@nocturne island If you already contacted support regarding the issue, then you're all good. Country/region doesn't matter to get your issue solved
@drifting portal If it's not in your in game mail, please follow the first pinned message in this channel

[solid lantern]

ye i did use vpn

[nocturne island]

Thanks strudel

[drifting portal]

magnificent. ty :3

[solid lantern]

and i cleared google play cache and data to make sure along with google services app

but it didnt work

i was also wondering if there's an alternative to gpay service to buy gems

cuz mostly google play purchases wont be available in my country

[spring grotto]

For alternatives, I can't really give any insight into that as I'm personally not too sure. Sorry

[solid lantern]

i hate my country

[stoic knot]

To whom do i report about purchasing error? I did not receive my gems after transaction was made

[sinful yoke]

check pins

[ivory mesa]

I got billled twice when I buy the scherzo lucky bag

[brave matrix]

I contacted customer support a few days ago about that bag and still haven't heard anything back

[sinful yoke]

it can take 1-8 business days for a response

[brave matrix]

Bummer, I even bought some gems today and didn't get any. Woohoo

[leaden iron]

Where's the Transaction ID for Apple purchases?

@sinful yoke

[sinful yoke]

let me see

[keen raft]

[sinful yoke]

it should look like this

the order ID

[leaden iron]

Oh they're the same? I guess I'm an idiot. Thanks

[sonic swift]

It's not letting me but anything

[sinful yoke]

try switching to data/wifi or use a vpn and try again

[sonic swift]

I'm using my wifi

I don't have a vpn

[sinful yoke]

theyre free on the appstore/google play

google play I recommend Hotspot Sheild

apple I recommend VPN Cat free

[sonic swift]

so their is no way to fix this issue?

[sinful yoke]

it might fix itself over time, but its a connection error

so it can be bypassed by using a different connection

[sonic swift]

I see

thank you

[vivid ferry]

@drifting portal your problem fixed?

[carmine hedge]

Didn't get vertification code on my email. Waited 1h, tried many times and still no

[keen raft]

is it in spam?

[carmine hedge]

Empty 😦

[plucky grotto]

A friend of mine just started the game but she can‘t get into the game after choosing a starter, she got an iPhone SE, any help?

iPhone SE got same system as an iPhone 6s the one I‘m using and should usually work

[drifting portal]

sadly nope, last mail is still today's trade license

[modern orbit]

Hello, can anyone advise me how I can make a purchase of the gem pack and the Scherzo pack?🙏

[gritty belfry]

How Many days take the bug of geams(m 🤔

[gaunt saffron]

just want to report here that now I can connect using my wifi

[carmine hedge]

I mailed 6 days ago about my azur lane account to get recovered but i have not recieved anything back or my account pls help

[sinful yoke]

it can take 1-8 business days for a response @carmine hedge

[fallow scaffold]

So should i be doing any in-app purchases right now?

[sinful yoke]

if you made a lucky bag or trade license purchase dont buy it again

but you can buy gems

[mortal schooner]

Everytime I log in it keeps telling me to build a ship. Is it actually like that or something is wrong with my game

[spring grotto]

It's a reported problem w/ some accounts. We've got it reported to the devs but if you'd like you can send a support email as well in case they need to do any manual fixing for 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.

[idle iris]

Ran into this little problem and the recommendations button doesn't recognize lvl 100s.

[median needle]

not a tech issue. simply leave and re-enter or restart your game.

[keen raft]

nice tennessee though

[mortal schooner]

I probably will email them thanks!

[gritty belfry]

@spring grotto my info for my geams Lost, i need resend in mail(?

[spring grotto]

Nah, your information has already been submitted to support to fix your issue so you don't need to send an email

[gritty belfry]

Ah okay

[brisk vigil]

Can I get help on this discord with an issue related to the Scherzo box or should I wait on an email?

[sinful yoke]

if you sent an email then thats all

just include a;; the right information you need

[drifting portal]

boi oh boi seems like lucky box bugging out was a common occurrence

[iron moat]

Is Desync a common problem in Azur?

[sinful yoke]

ehhhhh

it is a common problem for people with poor internet

more commonly people in SEA as well, and people in EU tend to have issues

NA too but much less common

and its important to note people make hundreds of purchases a day and only around 1-3 people dont get the item due to desync or other things

and theres lot of purchases a day granted..

[primal goblet]

Sorry for disturb, but anybody here know how to restore your old account as you forgot to bind

[median needle]

/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.

[median needle]

[primal goblet]

Thank you verry much

[quartz badge]

Do I mail the AL staff if I got an error while trying to buy gems but still charged me for the amount, but never got the gems?

[median needle]

check pins

[quartz badge]

ty

[zenith whale]

lol

That ain't me Fetty!!!

[keen raft]

[fierce glen]

DOPE!

[keen raft]

[zenith whale]

I always use TKC Kumiho not Kumiho only Fetty!!!

[fierce glen]

Sorry my bad
XD

[limber cape]

help i cant login to my account

its been 4 days i email them and still they not fix it

[median needle]

it takes 3-5 business days to get a response. (though rn it's 1-8 due to backlog)

[high loom]

Hi, I sent an email about the game not sending me any notifications on May 22 and still haven't received any replies. What do I do?

[lofty sphinx]

Wait

[spring grotto]

@high loom the response time can be anywhere between 1-8 business days (weekends not included). If its over that, you can try sending a reply email to your first one

[wary lily]

[supple olive]

hello all, may I know if there is anyone that could help regarding refund for JP server?

[sinful yoke]

can you contact itunes/google instead?

!techsupport

whats the command again

!techsupportjp

[keen raft]

/

oh nvm

[sinful yoke]

.techsupport

this is fun

[supple olive]

i did go through google faqs but seems like they encourage contacting the devs instead

[sinful yoke]

?techsuppotyjp

MAN

?techsupportjp

[astral rampart]

Support Request (JP)

Information to give to [e-mail] when trying to retrieve your account:
Copy the text below and fill it in, and add "アカウント復元" at the top. The image at the bottom is the translated version to help you understand what the text is asking for.

・サーバー名
・プレイヤー名
・ユーザーUID（ログイン画面右下に表示）
・ユーザーID（プロフィール画面に表示）
・引継ぎコード発行時のスクリーンショット

・ダイヤ購入記録
　※ご購入時の領収書、もしくはiTunesやGoogle Walletで確認できる購入画面のスクリーンショットをお送りください
　※ご購入された際の注文番号、注文日時、ご購入内容等を確認できるように撮影をお願いいたします
　※一部を切り取った画像ではなく、フルスクリーンのスクリーンショットをご添付ください

・ゲーム内で設定した生年月日
・ゲームを開始した日時(サーバーにアカウントを作成した日時)
・指揮官レベル
・所持キャラクターとレベル
・所持しているダイヤ数
・選択した初期キャラクター
・ゲーム内に最後にログインおよびログアウトした時間

[sinful yoke]

rip this one is for account retrieval

all I can suggest is joining the community server and asking for help from them

[supple olive]

ah alright thanks

[sinful yoke]

https://discord.gg/FVgfdaN

[supple olive]

🙇 thanks again

[languid laurel]

Is it faster to email or ask for here for gems that didn't get received after a successful purchase?

[median needle]

same response time really. afaik the dms are to help the staff with backlog. (don't @ me)

[grand ivy]

What's with tech support... I have not heard from any of them for 4 days now about my missing Scherzo Lucky Bag

[median needle]

LFire

it takes 3-5 business days to get a response. (though rn it's 1-8 due to backlog)

in #tech-support · Jun 2, 2019, 3:55 AM

[grand ivy]

:(

[earnest steppe]

Does anyone know how to log into your account after accidentally changing server and having to do tutorial again?

[sinful yoke]

restart the game, and then change the server back

[earnest steppe]

I did but it is the same on the server i used to be on

It is binded to my twitter though

[sinful yoke]

login with twitter at the title screen

im not sure why your data would be gone though just from changing servers

[earnest steppe]

Well i wanted to create a yostar account so i clicked yo star at the title screen

asked me to make a code

and when i did it just started me over

[sinful yoke]

thats not where you bind accounts

you overwrote it in that case

[earnest steppe]

So what should I do?

[sinful yoke]

login with twitter

[earnest steppe]

If its still binded to twitter i should be able to recover it right

[sinful yoke]

yes

[earnest steppe]

Im scared if i click twitter itll connect twitter to my new account

is there a way to log in from within the game? should i complete the tutorial then go into the menus?

[sinful yoke]

no

you have to login at the title screen

the reason why you overwrote is because you logged into an account with no data on it

[earnest steppe]

okay so

I click on twitter and its asking me to confirm to connect my account to twitter

I know for a fact i binded it from within the game

So i think its asking me to connect it to the new no data account?

Oh

okay

Im in

You were right, thanks

[sinful yoke]

woo

now make sure to bind to yostar in settings

[earnest steppe]

Should i use a different email than the yostar i made when it made the new data?

just in case?

[median needle]

you have to. once you bind an email to YAS you can't unbind it. and you can only bind 1 email.

[primal pivot]

so apparently i bought gems on azurlane but i have yet to receive any gems

[median needle]

try copying the gif. if it doesn't work check pins.
https://cdn.discordapp.com/attachments/488684387932700672/539398525155540992/S0BM9PXLn9.gif

[earnest steppe]

Ok thank you

[primal pivot]

what are pins

it doesnt work

[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.

[earnest steppe]

Is it a known bug being unable to purchase gems atm? Im getting this message - Google pay failed : 200220

[sinful yoke]

use a vpn or change connection like to wifi/data and try again

[earnest steppe]

ahh okay

[dark creek]

I'm trying to recover an old account, I had it bound but upon trying to log in it sent me to tutorial. (Tried all servers, no luck)

I sent an email but heard nothing back. Is there any chance of Account Recovery?

[sinful yoke]

did ytou do 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.

[dark creek]

I did. I waited 7 working days as well.

[sinful yoke]

it may take 1-8 business days

or more

[dark creek]

Ah. Fair enough. I'll keep waiting then. My main issue is the UID is missing. So I'm unsure if I even have a chance to get it back.

[sinful yoke]

not required

[dark creek]

Well. Here's hoping then. Thanks for the quick response. I have hope again

[solemn tree]

Hello, may i know if this is a known problem? the AiriSDK folder keep creating log and it taken up my device spaces (my largest log was over 1gb previously, deleted it and this new one take its place, so i have to keep an eye of new log file everyday), im pretty sure this is related to the game since when i scroll thru the log there was "yostar" and "azur lane" text in there.

[lofty thicket]

Hello. Can you check my issue with gem? No Response in in game chat service 🤔

Server Lexington

Purchased 300 gems (600 due 2x) pay and I've not received them

[misty crow]

@lofty thicket please check the pins

[lofty thicket]

Thanks I'll follow that

[minor ferry]

Hello
I have purchase 2 gem pack and i’ve receive the pile of gems
But i have’nt receive the handful of gems pack
My current gems after getting the pile of gem is 780

[keen raft]

@minor ferry take a look at the pins

[minor ferry]

Ok

[boreal heron]

So Im purchase it and didn't get gems

[ornate crown]

read pin broo

dm the support

[boreal heron]

Pin??

[dull birch]

[keen raft]

?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.

[dull birch]

Discord needs to teach people how to read pins when you create an account

[burnt lichen]

What can i do for initialization error 100230. I tried :

• VPNs (UK, US, Spain, Germany)
• Restart phone
• Delete and re download the game
• Switch from wifi/data

i tried everything in pins but nothing worked for me

so do i really have to email them ?

[ornate crown]

let support read it XD

[burnt lichen]

but i can't do their "Change server"

the error appear before i can even see the servers

[ornate crown]

btw u can try clear the cache data

[burnt lichen]

let me try that

772 ko of cache

and still the error x)

[ornate crown]

well good luck with support then xd

[burnt lichen]

welp can i reply to email i send to them (that they didn't answered yet) with these new informations ?

or do i have to make a brand new email ?

[ornate crown]

they going to answer it weeks later dude due to backlog they say

safest way is just contact support from dm

[burnt lichen]

am i even allowed to do that ? xD

[ornate crown]

yeah ofc i did it too

and they answer nicely

[burnt lichen]

which mod should i contact ?

[median needle]

check the pins to see who to dm.

oh actually if you've already sent an email just be patient for a reply.

[burnt lichen]

well i sent a email but now the situation changed

i sent the mail because i couldn't even re download the game

so technically the problem in my mail is fixed

[median needle]

that sounds like more of a phone issue than a game issue.
k. then ya just send a reply to the email you sent. don't send a whole new email though.

[burnt lichen]

welp email send, i just hope they will reply before the end of the bismarck event

[quick solstice]

Is the bug that stopped us from getting the packs we bought fixed now?

[neat geode]

I have a weird issue

my account kinda rolled back

what i mean is that

I was playing azur lane and it suddenly crashed, than when i opened it again and my ships are a few levels behind from how they used to be before the crash, and also i lost all the ships i got in the last 24 hours

It wouldn’t of been that much of an issue if i didn’t lose my first kaga :(

[vivid flax]

Not really Azur lane related, but im playing AL on Bluestacks 4, and now i cant seem to open the AL app, because it's always crashing

Could it be that the App size is too big? the other apps seem to work fine

[outer herald]

Can't say anything about BlueStacks, but it's fine on Nox though @vivid flax

[karmic onyx]

My AL JP sometimes crash when loading sortie, i already send email dev but no reply from dev

[dusk flower]

Does this #tech-support, supports CN/JP server as well? That would be helpful.

[outer herald]

As far as I can tell we only deal with the EN server issues though

[karmic onyx]

My EN same issue too

[vivid flax]

Nox Doesnt work on my macbook air for some reason

Well i could download it, but it freezes when i click play store

[dusk flower]

Maybe try asking Nox dev for that?
What about the phone?

[misty crow]

That's a nox issue

Also this is for EN support only

@karmic onyx what device are you using

[karmic onyx]

@misty crow Iphone 5s

[misty crow]

Oh that's why

Older iOS devices such as the iPhone 5 and 6 series do not have the ram to handle AL properly anymore

The Devs can't help you with this directly @karmic onyx

You'll have to switch to an emulator or a newer device

There is no announced fix for this issue

[tough idol]

Hello. I have tried to open 8 tier 4 eagle tech boxes, but the game lost connection and now the boxes are gone. I don't see any new equipment out of them though. Is there anything that can be done?

[misty crow]

Unfortunately no

[tough idol]

Should the new equipment have the New icon after the game restart? Maybe I have gotten all T3 stuff and just don't see it or is it completely glitched?

[misty crow]

I would assume the new disappeared

[karmic onyx]

@misty crow Oh god 6 too, ok thanks

[modern kiln]

New UI consumes a lot of resources

[misty crow]

This was a thing even before the new UI rolled it unfortunately

Think it started around the Kizuna Ai event

[modern kiln]

And iphone 5-6 isnt really designed for gaming and stuff

[quartz coral]

Is anyone here having a problem of disconnecting just after you beat a fleet?

Doesn't matter whether mob or boss, just right after you beat it then "Connection Error" appears, before I can even tap the Confirm to continue it just instantly push me back to Opening Screen

Then gotta fight that fleet again, happens over and over, wasting oil over and over

Annoys the hell outta me

[raven radish]

i just buy trade license , i lost my money but no trade license in my account

pls help

[misty crow]

@raven radish check the pins

@quartz coral sometimes my WiFi likes to goof around like that with AL exclusively, not sure why either, but it's fine on other connections

[raven radish]

what the pins?

[quartz coral]

sigh guess I'll have to get used of wasting oils over and over

With this stupid "Connection Error"

I've reinstalled yesterday then clear cache, guess no solution for this problem yet

Well it doesn't happen so often but it still is annoying

I'll stop ranting now, thanks for the help anyway

[misty crow]

?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.

[misty crow]

@raven radish

[raven radish]

okay thank you what a fool of me

[muted light]

know this is not the place to, but can someone give me some instructions to ask for a refund?

[spring grotto]

For a refund, please try contacting your respective app store firstly

[hard frigate]

Hello, I am having a problem with the game. The game is always crashing, my wifi and storage is not the problem either. Don't know what to do. Please Help. Thanks in advance.

[spring grotto]

@hard frigate What kind of device are you using?

[hard frigate]

ipad air sir

first gen

[spring grotto]

Gotcha. Well the problem is most likely coming from the fact that the Gen 1 Air only has 1 GB of RAM and that's below the recommended amount for AL as of now. The devs are aware of the issue but unfortunately there's no known workaround for it. If you just wanna be sure that it's not just a bad install though, you could try a file repair from the settings menu in game

[loud girder]

Hi, I am trying to access my account after getting a new phone. It was bound to my Facebook but it isnt letting me log in with it. I have all the info and Google Play receipts except my UID.

This is on Android

[hard frigate]

ohhh i see thanks a lot sir , i having diz problem when i start playing it huhuhu

[vivid ferry]

Sry guys. How do i check the first ping msg?

The @spring grotto msg

Do i scroll all the way up?

[loud girder]

If you are on mobile its the three dots in top roght hand corner

Right*

[spring grotto]

@loud girder For your account issue, did you follow these steps in this image? Steps 1-3 for binding and Steps 4-5 for retrieving your bound account. https://imgur.com/roy6tih

[loud girder]

@spring grotto Yep i got an error

100213

[vivid ferry]

Thx guys i found it

I forgot to put my details in my letter

[spring grotto]

@loud girder Are you trying to log into your account in the settings menu? If so, you need to retrieve your account from the Title screen as shown in Step 4

[loud girder]

When i go from the login it starts me with the tutorial

@spring grotto i went through the tutorial so i could look at support

[spring grotto]

You need to login at the Title screen, and then choose the server you were previously playing on. If you bound in the settings menu again, you overwrote your bind

[loud girder]

O.O

If i overwrote my bind is there a way i can get my account back?

I thought it would log me into my old account if i did so

[spring grotto]

Yeah, there is. But just to be sure that you did or didn't overwrite it, try logging in on the title screen and choose the server you previously played on

[loud girder]

Ill try

@spring grottoYeah i think it overwrote it. It brings me to the newb account.

[spring grotto]

Okay. I'd say test all servers just to be sure then if none of them work, then follow these steps for recovery (and remember that the settings menu is for binding only and the title screen is for retrieving only )

/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.

[loud girder]

@spring grotto Looks like im going to have to email. Hopefully it wont take weeks xD

[hot verge]

Hey, I sent an email for the acc recovery the last friday (24/5/19) and they doesn't sent anything, I have to wait more?

[spring grotto]

@hot verge the response time can be anywhere between 1-8 business days (weekends not included)

[severe veldt]

Is it safe to say if i didnt get anything from scherzo box i shouldn't buy any more gems?

[spring grotto]

@severe veldt nah, gems are fine to buy. Just dont attempt to buy the bag again

[dusty canyon]

so they will reply the email in some 1 to 8 days

right?

[spring grotto]

Ideally yes. Anywhere between 1-8 business days

[dusty canyon]

sigh

guess i will have to wait for mine to be read lul

anybody still got the lucky box bug?

[iron moat]

Is there anyway to unbind yoshstar account so I can switch emails?

[soft python]

Hello. There was a problem. The game crashes and starts loading to do ... and so several times. Restarting the phone and reinstalling the game does not help every other time, but does not solve the problem.

[untold raptor]

Hi guys if I may ask, lucky boxes can only be purchased once right? Upon purchase the box didnt arrive and was still in store while the transaction was set on pending. I purchased the box and it arrived on the second try, but how would I know if I paid twice for once lucky box>

[jolly sierra]

@untold raptor send the picture here

[jolly sierra]

wait for it to pass then, if you get charged twice, just contact CS for a refund.

[untold raptor]

okay thanks! CS is contacted how? Mail I suppose?

[jolly sierra]

/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.

[untold raptor]

Thanks!

[burnt lichen]

Was trying to see if logs would give me more informations about my problem. I see the timeout error but i dont knox what it mean

[sinful yoke]

are you experiencing infinite loading

[burnt lichen]

Nope Initialization error 100230

VPNs dont work

Wifi / Data dont work

[sinful yoke]

where are you located?

[burnt lichen]

France

My friends in France also get connections issues

[sinful yoke]

france has a lot of issues it seems

yeah I get that

[burnt lichen]

But VPNs dont work

[sinful yoke]

its probably the 2nd leading country in connection problems

dm me and I’ll ask u some questions if you dont mind

need to grab template

[iron moat]

@sinful yoke is there anyway i can switch Emails for yoshstar account