#tech-support
ornate ibex
carmine hedge
Can I get some help logging into my account? I get this message
sinful yoke
is your account bound?
tall spoke
spring grotto
@carmine hedge Okay, if you have your account bound try a reinstall but using Wi-Fi if at all possible if you didn't before. That error usually just comes from either a missing or corrupted file
carmine hedge
I've reinstalled twice, both times on Wi-Fi
I'll try again
Is it supposed to start at the tutorial?
spring grotto
It will if you didn't choose the server your account was previously on. (e.g if you played on Sandy before, your account will only be on Sandy and not on other servers)
worldly meteor
my purchase of Schrezo Pack didnt go throught but I was billed anyway, I emailed them , any suggestions?
spring grotto
If you already emailed them, then just making sure all the requested information is there. The first pinned message in this channel lets you know what information support request
worldly meteor
thanks Toast
finite tulip
@spring grotto I believe I have actually just found a fix to the issue we were discussing this morning about being forced to build ships
@spring grotto I went into each section of ships after going through the messages, and built one from each category, and a message popped up allowing me to finish the tutorial thingy
Lvl.50 finally finishing the tutorial xd
spring grotto
Wait, reallly?! 
That's awesome to hear
So build from Limited, Light, Heavy, and Special once each?
spring grotto
Well dang, thank you very much for getting that information for us! I'll get that noted down for the devs as well as to anyone else w/ the issue 
finite tulip
No prob, hope it helps out others in the same situation.
dreamy pier
This were i let someone know of a bug? Lol idk ifbit came up.
dreamy pier
Oh okay I'll put it there thanks.
glass plover
Random question.
I need to factory reset my phone, do i need to do anything special to not lose data and progress? or do i just need to attach it to twitter?
spring grotto
Just be sure to have it bound to one or more binding options in game. Here's a image showing how to bind and retrieve your account in case you need it as well. Step 1-3 just for binding. Steps 4-5 for retrieving your bound account after a reinstall https://imgur.com/roy6tih
glass plover
ok
so once i bind it to the account, i just need to login to the account eh?
and can i switch the binding? so if i bind it to twitter, can i switch it to yostar?
spring grotto
You can have it bound to multiple options at once. So you can do both Twitter and Yostar at the same time if you'd like for more security
indigo hawk
Probably a dumb question, can I get a refund on the pack I purchased and the items removed?
pale pagodaBOT
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 al.cs@yo-star.com with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.
Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take up to 3-5 work days, so we ask you to be patient.
sinful yoke
include all info there, a receipt too, and make sure to mention what you bought if anything
indigo hawk
Ok, thank you.
sinful yoke
if its something like dock space, I believe they might have to roll the account
they try to revert everything they can, but they dont do refunds on gems generally (if used)
indigo hawk
It's some ships, I'm probably going to quit anyways and want the money back if I am
dawn rover
My phone is simply not strong enough to support Azur Lane both memory wise and hardware wise. I'd like to delete the app but I want to save my decent account. Is there a way to do so? I've already linked my azur Lane account with my Twitter account.
sinful yoke
if you linked it with twitter then its good
just make sure your twitter doesnt get suspended 
cobalt snow
I'd bind with yostar to be safest
sinful yoke
for a way to prevent that from happening, bind with yostar in settings
yes!
it uses email
raw venture
I purchased gem yet didn’t receive them, what do I do?
sinful yoke
check pins!
olive gale
How long does the email support process generally take?
sinful yoke
1-8 business days atm
dawn rover
Yep. I can't open the game. Missed too many updates. I think I'll just delete it.
sinful yoke
you can always alternatively use an emulator
dawn rover
I'm in the endless cycle of update, delete unused apps and update. I think I've updated the game on the play store 4 times now.
steel vine
Is this an appropriate place to ask for assistance with a failed transaction?
median needle
did you buy gems or the box pack?
cobalt snow
Yes, though if it's a transaction that you were charged for but didn't receive, consult pins
steel vine
Trade License to be specific
cobalt snow
also, lowkey the gif thing might not work anymore
steel vine
alright
spring grotto
We haven't gotten it to work in forever 
cobalt snow
We haven't had a successful one in a long time at least
median needle
omega 
steel vine
Whats an UID?
cobalt snow
UID is user ID, you can find it under the profile menu as a string of numbers under your name
steel vine
Thank you
dapper kelp
what should i do Fly?
sinful yoke
check pins
wide surge
Can i ask what issues causes our purchase problems? Like the payment was taken but you don’t get the items
sinful yoke
we dont really know, you have to be lucky to make a purchase while synced to the games' servers 
no its not like binding an account at all
wide surge
Ohhh so i can really just rely on emailing everytime i make a purchase?
sinful yoke
thats if every purchase you make ends up not working
cobalt snow
a few have theorized connections, like using alternate wifi/data/vpn, as those sometimes help. But there's no definitive statement, and some people have never had an issue, while others always seem to have issues.
wide surge
Thats literally what happens everytime i make a purchase lol
sinful yoke
you can alternatively dm the people listed in pinned messages, but we assume the wait time will remain the same as email
wide surge
Mmm i already sent an email so ill just wait
I just hope that bismarck’s skin will still be available when i get my gems
sinful yoke
you should delete that
and send it in direct messages
as requested per pins
there are 3 different users you can send it to
wide surge
Ohh okay I’ll do that
wide surge
Ahh ok i wont delete it
sinful yoke
no
dapper kelp
Kawaakari
sinful yoke
JW.Yamato
dapper kelp
can i sent the info here or message to you or someone else?
sinful yoke
you can message it to me, @cobalt snow or @spring grotto
sinful yoke
check pins
median needle
pls try this first. i wanna know if it's really obsolete or not.
https://cdn.discordapp.com/attachments/307334061175603200/563121833981771807/S0BM9PXLn9.gif
sinful yoke
it is 100% obsolete now afaik 
tender vortex
Okay kawaakari, I'll do em later, currently eating lunch
median needle
that's what i've been told but i've still got hope. i'd test it myself but i never get these issues. 
sinful yoke
of the hundreds of people we got dms from, we had them try it, all like 300 of them, and none worked
cobalt snow
This was around the yostar bind login update
median needle
really?! that long ago?! 
lost steeple
f
cobalt snow
After that, it's stopped working (I'd hope it's because the connected issues were resolved and not that the workaround was "fixed")
median needle
well from the looks of it they made it worse. and they got rid of the only way to fix it youself. 
lost steeple
did you manage to get anywhere with the buying skins stuff @sinful yoke ?
sinful yoke
as in asking CS about it?
lost steeple
yeah
sinful yoke
no response yet
lost steeple
welp alg then
copper crest
Hello
wide surge
Wait so buying skins has a problem now too?
sinful yoke
its both the user and the game
copper crest
I'm wondering if there's any way that I can get my account back i deleted the game when I had my account binded with Facebook is there a way I can get it back
iron moat
is it ever gonna be fixed
sinful yoke
login with facebook at the title screen
lost steeple
depends on how much the devs can do
sinful yoke
and make sure to change servers to the one you logged onto way before
@iron moat we dont know
sinful yoke
im sure its not easy to fix, but we all hope that
median needle
i really think it's an isp issue. i've not once encountered payment issues and i've gotten stuff on both my phone and emulator using different connections.
sinful yoke
even though, I have little hope after all these months 
lost steeple
im just confused why its hard to fix considering not many other games have this issue (that i know of at least)
copper crest
How many servers are in the game right now
lost steeple
ofc im not gonna know as a player but i might as a devl
sinful yoke
its not that its hard to fix, its that they dont know how to
they dont know the root cause, theres not a lot of information on it
lost steeple
yeah it just makes me curious (as a developer) where in the chain of events in a purchase its going wrong
sick cloak
I didn't get any night commissions today. ive tried logging out and restarting the game and it still didnt give me the night comms
sinful yoke
I know this is a thing, but I dont know how to solve it if anything
copper crest
It's been a long time since I've played this game I just don't know what server
sinful yoke
@spring grotto do you know whats up with ninja night commissions
median needle
you can't. if you don't get any night commissions then you gotta wait until tomorrow for some.
sinful yoke
@copper crest nothing is stopping you from trying all of them
sick cloak
that sucks.
sinful yoke
I figured
I dont have night commissions now 
I didnt clear my finished ones from last night whoops
median needle
also on the connection issue thing. i do think it's an isp issue but it's for isp's outside the US (and maybe canada) ever since the influx of SEA players a lot more people have been reporting missing purchase items.
sick cloak
yea i didnt clear 2 of mine from yesterday
and i didnt get it today cause of it i think
median needle
i'm in the US and have never gotten a purchase issue yet some new SEA players are getting them almost instantly.
wide surge
So umm if i go to US pr Canada the purchase issues might disappear?
median needle
possibly? i'm not saying it's for certain but it's a bit to coincidental.
lost steeple
um, idk if anecdotal evidence is anything to go off of
wide surge
Good theory tho, cant deny that most SEA countries have a bad internet connection
median needle
it's the best that we have rn. cause the other option is that the servers are fucked. and if that were the case i'd be getting payment issues as well right?
sinful yoke
well it is backed up, but its also not just sea obviously
median needle
ik. i just used SEA as an example.
wide surge
Just asking but there wont be a problem if i change countries right?
lost steeple
you mean physically or in the play store
wide surge
Both
median needle
afaik using a vpn would only result in the same purchase issue.
wide surge
I think I’ll get a new phone once i go to canada
mossy scaffold
anyone knows why i still haven't received the Scherzo Box content yet? I purchased it full price
lost steeple
check pins
its been a somewhat common issue among players, theres a pretty long backlog tho so you might be better off refunding and repurchasing (if you still can)
mossy scaffold
purchased about a week ago so can't refund it anymore
lost steeple
youll just have to dm and wait then
(might be too late if you wanted to use the gems to buy stuff tho)
median needle
rip. ya it'll probably be too late to buy skins by the time you get a response.
(unless they extend the duration that is)
wide surge
The response takes around 3-5 business days
lost steeple
1-8 rn
mossy scaffold
ohno
lost steeple
maybe 3-8 would be more accurate but ¯_(ツ)_/¯
wide surge
Devs might be kind enuff for an extension tho
wide surge
Same situation as me then
median needle
apolo bis skin for those who couldn't get her 
mossy scaffold
thanks for the help
copper crest
Good news I found it
wild rover
Whens the fix for the background pictures not fitting coming?
sinful yoke
unknown
median needle
nice that you got a quick reply but it's not recommended to send an email rn as they have a backlog to get through, adding more onto that would make it worse.
peak peak
oh ok
sinful yoke
or for those who have purchase issues, check pins
echo cobalt
So I contacted support on May 25th and I still haven't heard back a response. I've been told it takes 8-10 days, but I'm getting a bit worried now. Should I resend my email?
median needle
idk who said 8-10 but they're wrong. it's 1-8. (though it might as well be 8-10)
wait until tomorrow and if you still haven't heard anything back then send a reply to your first email.
sinful yoke
business days
median needle
kawa please confirm if you're supposed to resend email or just reply to the first idk which one.
sinful yoke
reply to the first one
river sage
I recently upgraded my phone to a lg v35 and clicks dont register reliably at all in game. The icon appears but doesnt interact. I feel like it's dragging a pixel instantly instead of clicking canceling it out. Almost unplayable
median needle
thanks.
ya that happens to me too sometimes. the tap won't register and it'd take multiple taps to get it to work.
river sage
Have they mentioned anything about a solution
median needle
nafaik.
i've kinda fixed it myself though by quickly tapping the screen. (and playing on emulator)
river sage
If it is the dragging it being slightly less sensitive should fix it.
wooden pewter
is the game taking an abnormally long time to start? 1/12 took me almost 20minutes
its currently 2/12 going about the same pace
Now getting Network Error 100404?
arctic otter
Can’t log in today
median needle
i can login just fine. try using a vpn or wifi.
tall spoke
wow... that announcement just now... we guys who bought scherzo pack and didnt receive it is seriously fucked
pale river
lose 1 bussiness day then
tall spoke
2 business days
7-9
this is really stupid
i'm just suppressing the urge to rage so hard
pale river
not sure if they work weekends so
median needle
they don't.
median needle
it's 1 day. and it hasn't even been a business week for you yet, calm down.
pale river
8 changes to 9 days then
tall spoke
hopefully they extend skin sales cause if they dont
well
also waiting for a week to fix these type fuckery is just bad business for any company
tall spoke
no
median needle
lol not for apple. to get your password changed for any apple device you need to wait more than a regular week to change it. it's fucking stupid yet you don't see people complaining about that do ya?
tall spoke
we all know how apple is shit with their service... do you really want to use that as an example?
upper niche
Help. What should I do?
median needle
yes cause it's dumb af and no one is complaining about it for some reason.
ornate crown
plz stahp arguing its getting u nowhere
pale river
you get used to it 
ornate crown
just wqit patient
median needle
i'm not, i'm more so venting my frustration at apple rn
vagrant zenith
its 9 business days already without answer and now this announcement reeeee
leaden iron
Announcment?
vagrant zenith
vagrant zenith
atleast you can play 
tall spoke
its a pretty good move from a company trying to follow apple's shitty service if you ask me
obtuse patio
Guess they really want their whales to quit
carmine hedge
median needle
it's 1 day guys. calm down
carmine hedge
I just wait then
obtuse patio
That 1 day make me lose my deadline of event period tho
carmine hedge
Worst Case I wont be able to buy the event skin
quick tendon
Erm sorry what i can do if i buy the iron blood pack and havent get the item yet?
median needle
request a refund from apple/google play and try to buy it again.
if you can't request a refund or it gets denied check the pins here.
teal wharf
Possibly try purchasing from different device if you have that option.
Works 100% of the time from Emulator for me but fails half the time on my phone.
sick cloak
UPDATE: i logged into the game for the daily reset. it wasnt here. then 2 mins ago. they're there. weird bug??
vagrant zenith
it's 1 day plus the 2 of weekend so.. yeah
obtuse patio
slate willow
Let's just hope we will get the answer before the end of limiited stuff in the shop ^^
obtuse patio
wise current
nocturne sandal
Another week of waiting..... Great
proper olive
it's my birthday where is my skin from the lucky box (deeply inhale, reeeeeeeeeeeeeeeeeeeee)
worldly meteor
are you in ios when u purchased the German Pack? VHHJN?
proper olive
yes
hollow fog
great.... now im stuck on a loading screen
worldly meteor
that lucky box is Schrezo pack u mean? VHHJN?
hot radish
@hollow fog i reinstalled it and it worked again
rose heron
sullen patrol
So I sent a mail about my bug to al.cs@yo-star.com since 11 days and I steal don't got any respond. Who should I contact in this sub to get help please ? Its a bug that is very specific to my account
kind harbor
stuck on infinite loading screen and can't access the website
tried reinstalling already
clear otter
another week
spring grotto
@sullen patrol 11 business day(weekends not included)? If it has been 11 business days, unfortunately we can only say to resend another email in response to your first one
@kind harbor You can try the possible listed workarounds in the second pinned message in this channel
sullen patrol
weekends included
Ok I will but didnt they said on there twitter that they will be away this weekend though ?
vagrant zenith
ye from today and they will be back the 10
sullen patrol
Unfortunately I will have to wait, ok ty
clear otter
PATIENTLY DRINKING TEA
sullen patrol
My bug is very boring tough, it makes me waste 2 cubes per day lol
median needle
bad rng is not a bug
sullen patrol
Its not that 
spring grotto
Well, we actually did have someone who said they were able to fix that tutorial bug loop by a specific process. They said when the game made them build ships, they built just one from each tab (special,limited,light,heavy) and it caused the pop-up to finish the tutorial to appear. If you'd like, you could try this to see if it fixes yours as well
But it would cost a few cubes as a trade off to test it
sullen patrol
Ah finaly a helpfull advice ! Tbh its not a bug from my account but from my friend's account so I will tell him
spring grotto
Sure thing. And if you don't mind, when they get an answer to if it worked or not, can you let me know for future reference for people w/ the same issue?
sullen patrol
Of course !
He is currently at his working place so I should be able to tell you in about some hours
proper olive
@worldly meteor yes
fickle smelt
Question— I wanted to login in with my Facebook account from the main screen but it tells me it's an Unknown Language or something?
spring grotto
@fickle smelt We did have someone else who had a similar issue but just w/ Twitter instead. They said they got it fixed by removing AL permissions from their FB account as they had it bound through that as well. But besides that, that error is pretty unknown to us
fickle smelt
@spring grotto It doesn't allow me to do anything. It attempts to log in, jumps back to the main screen and gives me this message
civic ether
Hey guys. Encountering a weird problem with Roon where my ship new ship isn't registering. Any work around or gotta wait for it to do it?
wicked phoenix
Question. I already bought the Scherzo Lucky bag earlier but it still hasn't disappeared on my shop nor did I get any mail receiving the bag. I already received the email for the receipt but after logging in just now it's still not there. Is there a possible fix to this?
spring grotto
@fickle smelt Well disconnecting from the social media website itself. But yeah, we don't know of any real workarounds as we don't have much knowledge of it. We can only suggest some simple things such as reinstalling if you haven't already, trying a different network connection, downloading the FB app if you don't have it and making sure it's logged into the account for your AL account, etc. Beyond that, we can only suggest contacting support regarding the error to see if they can provide more information for it
@civic ether It's a known bug w/ Roon. Possible solutions can be to try a file repair from the settings menu, or also waiting it out as some people say that it will update correctly after some time. But a full reinstall will fix it immediately for sure (if you do go down the route of a reinstall, be sure to bind your account)
@wicked phoenix No known real fix unfortunately. But you can follow the first pinned message in this channel for steps regarding purchase issues
wicked phoenix
Thanks!
civic ether
Eh Ill wait it out. Thanks Toaster~
spring grotto
quick tendon
Wait how can i request refund from.google?
spring grotto
You can go to your purchase history on your account and choose "report a problem" to attempt a refund
quick tendon
I have and google said they cant because it doesnt meet they policy
spring grotto
Okay, if Google is refusing a refund, then you'll need to contact AL support regarding the purchase issue and let them specifically know that Google is refusing it
limber bloom
just wanted to report that i finally, after a week of waiting, i finally got my lucky box, but defo was my last purchase, cant be assed for all this hassle again until they fix their shit with those issues
quick tendon
So the email that i have to issue is the email on the play store?
spring grotto
It'll be al.cs@yo-star.com
quick tendon
Okay
sly cliff
I keep getting "failed to initialize" on the title screen
vapid lion
https://cdn.discordapp.com/attachments/450220603199455256/586130515698909184/Screenshot_20190606_055238.jpg Hi , i'm getting this error when trying to buy gems . ANy idea why?
spring grotto
@sly cliff @vapid lion Both of those are believed to be connection issues. You can try a different network connection if possible (e.g Wi-Fi/Mobile Data), restarting your devie, and possibly also a VPN
quick tendon
So if there a success payment and the item will be stuck?
vapid lion
oh ok so it's like my IP is kind of restricted for that part? or it's literally my internet having issues with this part? and i'll try those , thx
pale river
silent roost
Maint ? 
Where did you see there was one
spring grotto
@vapid lion It's something along those lines. Although it could just be server side and not client side
@wanton vector AL EN isn't having maintenance right now in the first place
wanton vector
I can’t open the game.
It has error code
But I can’t read it because of the loading screen.
spring grotto
Very possible it's just a connection error. You can check the second pinned message in this channel for possible workarounds
vapid lion
Alright thx
wanton vector
Okaay thanks.
sly cliff
@spring grotto Thank you! Restarting my device seems to have worked
wanton vector
It’s just a connection error.
dreamy elm
Good Afternoon , I was wondering if emails or anything could be traced and attended too as I have sent an email regarding my overwritten account (was an accident because the game forced me into the tutorial without giving me login choice) late Friday evening and I know it says 3-5 working days , but we are at day 4 of working days and seems like it might be tomorrow. The problem is the word might , because if it is not then I have to wait till Monday and that will mean I might miss out on the Bismarck event
odd tusk
Hello, any news on the people who bought the lucky bag last week and are yet to receive it? I followed what the pinned messages said and sent my info to Toaster but still nothing.
fast tree
@limber bloom still waiting for mine REEEEEE
spring grotto
@dreamy elm Unfortunately they can't. Support has a backlog and have to process every support inquiry that they get
@odd tusk The response time can be anywhere between 1-8 business day unfortunately due to a backlog so it might take just a bit more time
If it does go over 8 business days though, send a follow inquiry immediately for your issue
dreamy elm
@spring grotto fair enough , I just hope they manage to get to me by tomorrow 😦
scarlet elbow
Greeting.
I was buying 330 gems, but the process was too long.
When I check in again, I don't get the gems.
UID: 134692275
Server: Lexington
Name: Kanata3333
Order number: GPA.3313-6570-9039-83280
odd tusk
Just hoping they get my info soon so I can receive it before the next maintenance ^^" waiting it is, then
spring grotto
@scarlet elbow If you were charged for it, then please follow the first pinned message regarding failed purchases
limber bloom
@fast tree i replied to my first email to them as a reminder and got a answer in like 5 minutes, so maybe try the same
spring grotto
You'll need to DM that information to one of the users in the pinned message. Me, @sinful yoke, or @cobalt snow
fathom basalt
Hi there, I sent an email about a purchase failure exactly one week ago, I didn't receive an answer yet, I am worried that it didn't come through. Should I sent my information here in discord (as a PM) too? I am really worried atm >.<
(in my email I didn't write that I play on andoid f.e.)
cobalt snow
If you have follow up info, you can send it on the same email chain by replying to your own email. Additionally, due to the backlog, it's currently 1-8 business days for a response, so that's likely why it's not been addressed yet (though replying with info should bump it back up, just in case)
fathom basalt
Okay thanks for your message! Is there any possibility, that it will be adressed before the event ends? (i play on EN) I only tried to buy the event package because I wanted some skins 🙈
(noe with the holidays comming up I mean)
Or should I just buy the package again before the event ends and wait for clearance then?
spring grotto
Nah, don't attempt to purchase it again as that'd create more issues/confusion. Hopefully they'll get it fixed before the event ends though. But for the Bag iirc from previous events, you can still get the bag after the event ends as they just need to manually push it to your in game mail
fathom basalt
Okay I thought so. I am worried though that my failure is worse than most other XD Okay then I will continue my prayers, thanks q.q
fast tree
@limber bloom I had strudel forward my info so I guess it's in a different queue
limber bloom
@fast treei did a email the day after
i had him forward my info too but i didnt get any answers like that
sinful yoke
if you dont ask a question you wont get an answer
vast frost
Still nothint for me xl
crisp raft
^
sinful yoke
if its been 8 business days do that
dont just reply to it to reply, that creates more traffic
and they arent in office right now, so if you did reply now you wouldn’t get a reply
vast frost
Eh ok. But this is gettint dumb
limber bloom
^
vast frost
Mmm something is wrong with my keyboard lol
limber bloom
just ask them again maybe its helps, they answered real fast the second time i asked them
vast frost
I suppose i just did, but it bothers me that alot of people are having this same transaction problem and there is no announcement or thread about it.
Like not being addressed in any way
dull birch
Ofc not, then but people would reluctant to buy one and since they have no fix upcoming 
carmine hedge
Heya. Is this the right channel to ask about account recovery issues?
misty crow
yes
vast frost
@dull birch $ffffffffdddddff
carmine hedge
Alrighty. So I sent my phone to repair and it was reset. I initially remember binding my AL account to my Facebook, but after it came back and I reinstalled AL, when I connected to my FB, it created a new account instead. This was during the period where AL was coming out of beta IIRC. I sent a mail to AL support and gave them the requested info, with the exception of my UID ( I didn't manage to screencap it before sending my phone to repair). As of now, I don't have a response from support yet. Thanks lots.
misty crow
coming out of beta IIRC
Assuming you mean open beta, that would be last month, but when exactly did you send it and to who
vast frost
@carmine hedge you gotta wait a week they left for holiday
carmine hedge
Ooh, that makes sense.
Yep, approximately last month - I sent the mail to al.cs@yo-star.com
No rush in particular, just paranoid that I might lose my account, haha. Thanks for the help.
sinful yoke
so you sent it around may 6th
crisp cloak
is this the right channel for account problems?
sinful yoke
yes
crisp cloak
umm....i have a problem, ;;w;;
I'm a newbie in Lexington server, anh I did something that you might consider cheating: use Game Guardian to speed up my gameplay
;;w;;
And it result, my account was frozen
sinful yoke
thats def considered cheating
crisp cloak
i regret using that stuff ;;w;;
carmine hedge
@sinful yoke May 28th.
crisp cloak
i'm wondering is there anyway to restore or permaent delete it?
i just want to start new life in the same server ;
sinful yoke
it takes 1-8 business days for a response, in that case its only been 7, so it may be more time to get a response, considering theyre also on national holiday @carmine hedge
@crisp cloak whats the message you get when you try to login
crisp cloak
"Account is frozen. Please contact custermer support"
sinful yoke
/techsupport
pale pagodaBOT
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 al.cs@yo-star.com 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.
crisp cloak
and I did, sent a mail to al.cs@yo-star.com
sinful yoke
theres a good chance you cant recover it bc of cheating, but in that case just reinstall the app
it will clear your account
but you wont be able to use the same name
crisp cloak
to ask if they can restore or permanently erase my old acc
but the game already have my gmail
i cant access lexington server with the same gmail. eventhough i did reinstall it
sinful yoke
you have to reinstall
and not login
and no you cant use the same gmail to bind anymore either since theyre used once only 
crisp cloak
rip ;;w;;
About the mail I sent to the dev/custermer support
It has been 15 days since i sent it
sinful yoke
how many business days?
crisp cloak
since May 21
indigo hawk
12 business days
crisp cloak
ah yes
sinful yoke
reply again to the same email
but they prioritize purchase and account issues
meaning people who cant login
due to not binding/a bind disappearing for no apparent reason
crisp cloak
Will do , thank you
carmine hedge
I have been waiting 8 business days for a failed purchase which I was charged for.
sinful yoke
may have to wait some more since they went on holiday
cursive heart
carmine hedge
I mean, this beyond a reasonable support time, the next step is to contact google
fallen patrol
So when my purchase issue is resolved, will I be emailed? How will I be notified?
spring grotto
@fallen patrol If you emailed them, they should send a reply email that it's been resolved and also the gems will be automatically added to your account.
fallen patrol
I only talked to you, sir. I did not email them.
spring grotto
Ah got it, my bad. Then the items will automatically added to your account then. If we do get any update regarding your specific ticket, we'll be sure to let you know
unreal sun
Where do we direct the email for that issue?
spring grotto
/techsupport
pale pagodaBOT
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 al.cs@yo-star.com 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.
unreal sun
/techsupport
pale pagodaBOT
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 al.cs@yo-star.com 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.
cyan violet
hi how do i disconnect to facebook when my fb is disable? i already bind with twitter but want to remove fb
sinful yoke
you have to contact support to disconnect it
ocean swallow
how long i can wait for reply if i sent 27 May mail? I have issue with disappear bind from account via Facebook
vagrant zenith
it's 8 business days
and this week they went on vacation so you have to wait atleast until Monday
lime zodiac
Phone reset lost my account, any help would be fantastic
spring grotto
Did you have it bound to FB, Twitter, or Yostar at all?
lime zodiac
... nope kept forgetting apparently. Thought I did
pale pagodaBOT
If you have lost your account due to a bug or overwriting it, you need to e-mail to al.cs@yo-star.com 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.
bold river
As of today it's been a week since my report... ._.
lime zodiac
Ugh, so hurry up and wait then. So much for the login streak. Google update is my new enemy
Well that does not bode well for me then
gritty gull
So how do I relink my account to azur lane, I reinstalled because of the roon bug but now I reinstalled and went through the tutorial how do I link my account back now
lime zodiac
On the menu it should've had the 3 buttons for FB and stuff I assume that's how
Tutorial is brutal...
spring grotto
@gritty gull You do it through the Title screen, not the settings menu. No need to do the tutorial
lilac frigate
candid kayak
I am worried that I won't be able to buy all the skins I wanted as well :(
warm ocean
This happened last Thursday, no gems so far
pearl cliff
I want to thank all of you for the excellent advice the other day. I linked my account and got it moved with zero problems. Thank you again!
spring grotto
Good to hear
pearl cliff
One last question: When will they release the new skin on the nine day quest?
spring grotto
Hm...? New skin? For "Science Rules"? It only gives one skin and it's actually given out on the 7th day, the description is just wrong
pearl cliff
Oh I see. Well I cleared it two days, so I'm stuck waiting
pallid crypt
i lost access to my twitter account and i'd like to unbind it from my al account? could anyone help me?
spring grotto
@pallid crypt If you don't have access to the Twitter anymore, you'd need to contact support to manually get it unbound
/techsupport
pale pagodaBOT
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 al.cs@yo-star.com 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.
pallid crypt
ok thx
coral patio
@sinful yoke
dry forge
So what do I do if it has been 10 days and I still haven't gotten a message back from Azur Lane support
coral patio
Yeah, it was bounded since January @sinful yoke
Can you give me the Account ?
Or i must Revoke the Account and stop chilling around in this server ?
spring grotto
@dry forge If it's been 10 business days (weekends not included) you can send another inquiry as a response to your original email
brittle grail
I still haven't heard back about my gems I didn't get
obtuse patio
They are enjoying their holiday as we speak while we wait for our gem in pain so be patient I guess
brittle grail
okay
obtuse patio
It's my 6th day too and i haven't gotten my gem would have been the 7th if it aren't for the SUDDEN holiday declaration
gritty belfry
@spring grotto and the error [5] how do i fixed it(?
brittle grail
coral patio
I don't want any Apologems or any compensation
I just want my Old NicoNico on Washington account
@sinful yoke
keen raft
sinful yoke
@coral patio you sent an email already?
coral patio
Yes
sinful yoke
unfortunately staff are on vacation right now, but once theyre back next week they should start getting to your email
iron moat
is there ways i can fix Delayed actions problem on the iphone 7?
sinful yoke
have you tried repairing the game or reinstalling?
spring grotto
@gritty belfry Are you trying to install on an SD card, perhaps?
iron moat
oh havent try repairing
gritty belfry
@spring grotto frist i try in sd but can't install leater i try in phone
In the morning when i try up the game mark the error
spring grotto
Okay, well that error is usually when the game is trying to install onto or run from a SD card. So be sure you have it COMPLETELY installed onto your internal storage. You could try uninstalling and ejecting your SD card to make sure it's installing correctly on your internal storage.
lime zodiac
Lack of email correspondence is really enlightening in that I do not believe they will fix it. Think they'll refund any purchases I lost? Seeing as how no one will get into my account including me?
sinful yoke
they’d get to your account email way before your refund email
lime zodiac
Haha, so January 35th 3020?
sinful yoke
cs takes 1-8 business days to respond, and they just went on holiday, so for everyone its a little bit longer
lime zodiac
Ok so far 72 hours down.
Anybody have suggestions for a mobile game to go to while I wait?
Do you lose the daily supply stuff if you don't collect it cause I think I might have purchased it and can't collect
tranquil wasp
I'm at almost a week and haven't seen my purchase, sent an email day 2, and day 3... no responses...
Ooooh, holiday. I can be patient as long as I can still get what I purchased
gritty belfry
Its works @spring grotto
dusk flower
I've been waiting for 5 business days now. Still no feedback about my purchase.
sinful yoke
they can take 1-8 business days to respond, but theyre on holiday
dusk flower
Might as well remove the "1-" and just say "8 days to respond" rather than giving people here some hopes up. facepalm
iron moat
well both repair and reinstalling didnt seem to work so damn 
nimble bough
Just lived it and sent an email after reading your messages
hybrid folio
If they're not respond in 8 days, what should I do?
wheat wigeon
I think I was double charged for the scherzo box, where would I contact to get a refund for the extra?
spring grotto
To attempt a refund, please try first attempting the refund from your respective app store to see if they'll approve it
wheat wigeon
I can't find the purchase on the Play store, but I have the receipt for both purchases
lost pelican
Same here @wheat wigeon
XD
I can't seem to find the refund on playstore
It's just blank
wheat wigeon
I can see my purchases, this transaction just isn't showing up
lost pelican
I just gave up and waiting on my accidental purchase
Oh
I can see mine and it said it went thru
obtuse patio
Just give it up on getting it before event ends
wheat wigeon
I got it, but got double charged :/
I've found the transaction but don't think I can refund it
blazing trail
Recently found out that I had more skins that I bought/got from special bundles are not appearing on my ships. Sent an email about it 2 weeks ago and got no reply yet. How long does it take to respond? Not looking forward to pay for them again. I am a bit annoyed by this.
olive mesa
Didnt recieve mah Gems,
lost pelican
Exactly the same problem I have my dude @wheat wigeon
wheat wigeon
@spring grotto Could I send you the details listed in the pin? I think I have all the info and I don't seem to be able to refund on Play store
nimble bough
^same here, Try sending an email to them Lapis
sinful yoke
yes you can send them to him
obtuse patio
Wait and hope
wheat wigeon
I'm just not sure which purchase is the dupe, since I got 2 emails and I did end up getting one of them
yes
pale pagodaBOT
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 al.cs@yo-star.com 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.
wheat wigeon
thanks
sinful yoke
we(people in dms) cant take refunds because customer support needs a thread to contact you
spring grotto
Also be sure to mention that Google won't refund it. They'll ask you to try there first if you don't let them know
lost pelican
Check your bank @wheat wigeon
And can I get the accidental purchase instead of refund? I'll just take the gems xD
spring grotto
Sure, if you just want the gems instead support can do that for you
wheat wigeon
I listed device, server, UID, name, and both transaction IDs for the purchases, is there anything else that'd help them with that? @sinful yoke @spring grotto
just before I send the email
sinful yoke
seems good
wheat wigeon
any idea on an expected delay before I get a reply? just want to temper my expectations if I'll be waiting for a week or more
sinful yoke
#game-news , one of the more important channels are not read
wheat wigeon
my bad :p
lost pelican
You know what
I'll just make twitter and follow
XD
Let's just do that @wheat wigeon
sinful yoke
win win as you get to bind with twitter too!
wheat wigeon
that'll be a lot of support emails to come back to, I don't envy them 😒
obtuse patio
Its been 6th day for me and I cant even ask for a follow up
lost pelican
Wait can I bind my account with another social?
sinful yoke
they have 8 business days of backlog, theyre already poor souls
lost pelican
Cuz it's already bind on my fb
sinful yoke
yes you can bind to all 3
wheat wigeon
after the UI update too, good lord
obtuse patio
So dont get your hope high u are getting a reply next week
lost pelican
Hah your pfp fits well when you said that Nexus
obtuse patio
wheat wigeon
I can only hope that giving all the info I can will help it be an easy process, god knows a lot of people don't give that and it makes it difficult
sinful yoke
a big reason its so backed up is due to people saying
“please help I didnt get my items”
but providing 0 information
obtuse patio
If they are poor souls what does that make us tho
sinful yoke
part of my duty in pinned messages to make sure people send all the right info
poorer souls
obtuse patio
wheat wigeon
crunch time
sinful yoke
they have more workload than they can physically handle
lost pelican
It's okay @sinful yoke I'm patient
sinful yoke
if only we could fix whats causing it
blazing trail
If I already sent an email, is it better to send an updated one?
sinful yoke
did you include all the information like uid, username, server, a receipt?
wheat wigeon
I didn't send a receipt, just the transaction IDs, will that suffice?
sinful yoke
reply to the same email thread and include your UID and a receipt (or transaction/order ID) @blazing trail
@wheat wigeon thats fine! thats what they need
blazing trail
Ok, I'll try to look to for the order ID but, some of the items were bought with gems though.
You mean like itunes payment stuff?
blazing trail
ok, thanks
wet drift
Has anyone with purchasing issues gotten their stuff yet after 10 days?
wet drift
Awesome. Just a little longer. :c
sinful yoke
2 of like 90
dusk flower
In worst case, they better extend the limited skin and boxes. They freaking better be!
boreal heron
Same whit me
sinful yoke
theyre on holiday right now
wet drift
Yea, holiday on game news.
sinful yoke
not great timing
boreal heron
What holiday?
dusk flower
whoop de freaking do!
sinful yoke
dragonboat festival
wet drift
Hopefully when they get back everyone will get their stuff swiftly and the event will get an extension.
boreal heron
It have dragonboat festival in my country too
blazing trail
@sinful yoke Just to clarify; so would I have to give the transaction ids of all azur lane purchases then?
dusk flower
I keep hoping but that hope never came.
boreal heron
Why it have problem of purchase item but didn't have any notice in fanpage??
sinful yoke
@blazing trail just the one you're having issues with
blazing trail
ok
sinful yoke
go to settings and press "disconnect twitter"
yep!
same process as you bound for the new twitter acct
sinful yoke
depends on the question
vocal quartz
Why does it not allow me to use the credits for the Japanese servers. I'm not sure why it's doing this. I know I dont have enough but I cant buy the little ones either.
I've bought too much to count in the past so I'm just curious to as why its not allowing me this ti.e
Time
sinful yoke
unfortunately this is support for EN AL only, all I can say is check the #gameplay-help channel in the azur lane community server listed in #welcome or try contacting google
vocal quartz
Okay I'll contact the community servers. I've already contacted Google and they said everything is normal. Thank you!
fickle basalt
Hey guys
sinful yoke
hello
fickle basalt
So I recently upgraded to a OnePlus 7 Pro
and AzLa heats up phone really quickly
seems to drain the battery faster than Warp charging
and lag spiking after moderately extended play time.
This started happening after the recent UI update
so I'm not sure if this has something to with that update or something with how AZ runs on android
(because I had a iphone 7 which never did this even with the UI update)
sand pelican
Any word on when the support team is gonna be back to fix the issues with not receiving gems/purchased items?
fickle basalt
is this a known issue with the OP7Pro? or just the new UI in general?
cause the 60fps experience is amazing
dull birch
Are you only playing the game ? Do you have many windows open in the background
dull birch
Apps is what i mean
fickle basalt
i've tried playing it with and without
but it feels about the same
but it runs hot less quickly with it off
cursive heart
use 30fps if you want to preserve battery/lower the heat
echo cobalt
I replied to my message like you guys told me to, so I'm hoping for a reply soon.
obtuse patio
May i asked if 8 days is the maximum amount of day we had to wait to get an reply or it might go over that
Aka we had to send another dm to wait ANOTHER 1-8 days cause to me it seems if thats the case please dont waste my time and give an honest answer so I can just uninstall and be done with it
iron scaffold
Anyone know what this error means? I've tried restarting my phone, turning on off wifi etc
Do I have to uninstall reinstall again?
Also this a fresh reinstall of the game I just did today
iron scaffold
ahh fuck
vivid flax
Is there any chance of you guys extending the event? It's been almost a week now and still no word from CS. I still haven't received my 1200 gems. Makes me think of ever considering to buy gems in the future or not
sinful yoke
we do not know atm
vivid flax
doesn't really inspire confidence
only 5 days left
I was thinking of buying the skin
for Bismarck
obtuse patio
I will say dont get your hope up seeing how its going downhill for every gem purchase problem i am seeing
I dont even get answers regarding my question
vivid flax
Well sh^[
Welp, not streaming this game everagain if that is the case
I was planning to do ship building on stream too
mental loom
Hey guys, I don’t use Discord but I’m here to discuss not receiving my Scherzo Box i purchased and emailed about a couple of days ago.
I don’t know how the commands work for finding out the times for customer support sadly, so you’ll have to bare with my inexperience here.
sinful yoke
they can take 1-8 business days to respond atm
and unfortunately theyre on holiday leave this friday (today)
mental loom
Oh wow, lol.
That 1-8 days, is that for email enquiries, or is here the recommended place for help?
I sent in an email two days ago with my UID and order number with a screenshot of the email receipt too.
sinful yoke
@obtuse patio it might be over that, I cannot guarantee anything as these estimated times are just what we've heard from others
if you sent an email, you're supposed to reply to the same thread, but it should not make you wait longer
if you sent a dm, you will be gotten to regardless and dont really need to send it again as its organized elsewhere instead of emails rn so it wont be missed over in any case
@mental loom its for everywhere even if you direct messaged one of the people in pins unfortunately
they have tons of backup due to having a smaller team now
mental loom
backup = work?
sinful yoke
yes? backup as in theres more than they can handle at a steady speed
so its piling up
mental loom
Going to guess i’ll miss using my purchase for the event then.....
since when they can address my, or other people’s issues, that it might take “x” time to process.
Since at the point that they can*
obtuse patio
Now i am told there is no guarantees that problem will be solved within 8days
sinful yoke
well here it says may, and that may would still apply to 1-8 business days
it was never guranteed
its constantly changing, there is nothing we can do about it sadly
mental loom
So, what if i just want my money back now? In my email i mentioned wanting the goods, not a refund under the belief that they could solve my issue before the event ends but.... at this point I would just want my money back if the issue cannot be resolved before the event ends
obtuse patio
That is sadly not a very convincing answer not trying to be a bad guy here
sinful yoke
you can contact google play/apple for a refund or send a reply to the same email for a refund rather
the former is suggested for obvious reasons @mental loom
I am not sure what kind of answer you're looking for pitz
obtuse patio
Asking a player who made in game purchase to wait over 8days for their purchase seems really inconsiderate
sinful yoke
I could lie and say a smaller time frame
mental loom
But Google Play have a clause in that you waive your right for a refund for micro transactions do they not? Or have i misinterpreted their policies
dull birch
So is demanding shit from a company who is obviously swamped
mental loom
I (and I hope we) appreciate you can only do so much
I’m just aiming to find the best course of action within the best of your current advice.
sinful yoke
@mental loom im not sure, but users have gotten refunds from google before without an issue
some members have not been able to though and had to contact support for one rather
obtuse patio
Now its just feel as if the dev is bullying us
dull birch
Imagine being that entitled
sinful yoke
I'd suggest keeping the email open and asking google first
if they cant then as unfortunate as that is, you'd have to send another to ask for a refund instead
as tedious and annoying that is...
obtuse patio
I will stop and wait patiently as always i guess
What else can a feeble customer who didnt receive their stuff do
mental loom
So..... I have another question sorry OTL
If i got a refund from Google, and try to purchase the box again, can i still receive help as normal? The game still let’s me try purchase the box
sinful yoke
if you got a refund successfully, then yes!
mental loom
Now to find out how to get Google to help hahaha....
sinful yoke
I would help if I had an android
google search might be your friend here
mental loom
Probably.... Sadly I can’t say my experience outside of your efforts here is positive, i really hope people don’t give you too much flack over these issues, it really sucks for both sides.
pale river
rotund yarrow
i cant Move AL File To SD card it Transfuse only launcher Can someone Know how to Fix it?
sinful yoke
AL isn’t meant to run on sd cards so its very stubborn about getting on and off an sd card
rotund yarrow
but it work on my other SD card
sinful yoke
might not work on this one
sinful yoke
I dont think its related to the brand
al isn’t supposed to run on the sd so a lot of the times it wont go on the sd card, files get lost, or sometimes it works one day and stops the other day
sinful yoke
no problem sorry about that
mellow whale
, I refunded the pruchase of gem packs, got the money back but the gems are somehow still in my account?
dull birch
👀
mellow whale
no
rotund yarrow
YES
rotund yarrow
WHO DOESN'T LOVE FREE GEM
mellow whale
Not when it comes off as scumy as this one
ornate crown
btw what time the support stops working ?
mellow whale
when it locks down, idk what time
dull birch
They aren't working today 
I would assume around 5pm /17 China time
But that's speculation
idle pier
Bought the $19.99 pack of gems and this came up
i'm assuming i have to wait until the AL staff get back from their holiday?
shell helm
Hello, I bought 2400 gems pack last friday, didn't get, filed the issue by strudel its been 5 work days now and still dont have my gems, and the time for bismarck skin, jintsuu skin and ring pack are nearing its end... I would really like to know when I will get my gems or that they will extend the period
dusk flower
See the pinned message and follow instructions about this issue. You have to wait maximum (lol) of 8 days.
Now get in line!
cursive heart
@idle pier Did you get charged?
idle pier
Yeah
cursive heart
Then all you can do is DM/email follow the pin 
idle pier
alright
wait, i just went to check my Purchase history and now it says nothing was charged
weird
cursive heart
Then you got a network error
cursive heart
Try to make the purchase again in a strong stable network
winter ermine
How far back can a gem purchase be refunded?
tough lark
When I Open my Application i see the Logo's and then the screen fades to black
spring grotto
Hm...can you try some of the possible workarounds listed in the second pin in this channel? To see if anyone of those help out
tough lark
I'll check them out thanks
My accounts bound so I'll just reinstall and see if that will fix it
eternal solstice
storm current
Aloha. I have a problem. i got a new phone. my acc on my old phone is bindet on facebook. if i login on my new phone, using facebook and avrora as server, it starts the tutorial for me. what im i doing wrong?
spring grotto
Did you login w/ FB on this screen here to retrieve your account?
storm current
got it. it somehow bindet the new installation on facebook and woulndt let me unbind it. i used twitter now and it worked
spring grotto
Okay, good to hear 
fallen steeple
Hey there, I'm trying to make a gem purchase, but the game keeps crashing whenever anything related to a pop out window tries to open. Is that the device or the game doing this?
spring grotto
Hm...what kind of device are you using?
spring grotto
Hm....it could be a device issue as the specs are usually 1GB of RAM based on online specs. This is below the recommended amount for AL. But you could try a file repair from the settings menu and also restarting your phone and device just for some possible workarounds if it's not a RAM issue
fallen steeple
Let me give it a try
fallen steeple
It still seems to be happening for some reason
spring grotto
Unfortunately if those didn't work, then it seems like it might be a RAM issue. There was an old bug where the game might crash like that but it would fix itself after a random amount of device resets. But that was a while ago and I'm sure that was fixed.
fallen steeple
Hmmm. I've got a workaround for actually purchasing the gems using a different, at the very least. Is there anything I can do about the issue, or do I just have to bear with it?
spring grotto
Unfortunately if it is a RAM issue, then there isn't much to be done about it as you can't really increase a phone's RAM. The devs have been made aware of the crashing issue for those devices, but we haven't received any update regarding it
opaque sedge
hi, I was getting an Invalid Input error earlier and accidentally placed more than one order for lucky bags/gem packs. can the extra orders be refunded if I contact customer service?
dull birch
You can get a refund from Google play
opaque sedge
good to know, and I'm guessing there won't be any issues with my account as long as I haven't received the goods?
spring grotto
Correct. If you got an errored purchased and didn't recieve the items, you can refund it freely
opaque sedge
thanks for the help!
surreal silo
Hi admin, why my old accound binded with facebook is lost? I log in into all server but same
spring grotto
Did you login on the title screen? Shown here in the screenshot
surreal silo
Yes
spring grotto
And you're sure you had your Azur Lane account bound to FB from the settings menu?
surreal silo
Yes, but if this cant be recovered. Its okay... I will start from Zero.thanks
spring grotto
No, it can recovered if you'd like. Just be sure you're using the correct FB account. But if you are and the account still isn't on any server, you can follow these steps for recovery
/recovery
pale pagodaBOT
If you have lost your account due to a bug or overwriting it, you need to e-mail to al.cs@yo-star.com 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.
surreal silo
Aaa.. i will start from new account because i forgot tge old UID
spring grotto
Well it's not required to have UID. It's only requested, server and in game name will be enough
sleek dew
Do you think purchase orders from google play will help
I can't be sure which NA server I was on
spring grotto
It possibly could. And if you do know your in game name, you could try searching for the username on each server to see if you can find it
sleek dew
Should I just attempt to add my old account?
Or is there a way to look up other members
spring grotto
You can just look it up from the Friends option. If a user shows up w/ that username and you happen to recognize the secretary that it has as yours, then that's definitely more than likely the server your account was on
void sky
Hey so after we contact CS about failed transaction, will we get the gems later in the game or will we get our money back?
sinful yoke
depends on what you ask for
if you just give them your information
they’ll give you the gems as standard
if you specifically ask for a refund, you’ll get your money
sleek dew
Were Lexington and Sandy the first 2 NA servers?
Trying to narrow down how many times I have to run this tutorial
spring grotto
No, Avrora then Sandy iirc. I know for a fact that Avrora was first
Or actually...Lexington was second
carmine hedge
how can I do a refund at google play? got the same problem with the lucky bag
uncut mulch
Yeah okay I just spent twenty dollars worth of gems and didnt get them
compact ledge
Hello guys. After the UI update, the game was stable on low RAM phones (1GB), crashing less than before, but after the last update (when Lena and Clevelad were added), the game has become unstable again.
uncut mulch
Help please this is not okay I want my money back since I didnt get what I fucking paid for
spring grotto
To attempt a refund, go to your purchase history on your Google Play account (you can also find it here at play.google.com), find the specific purchase that failed, and choose "Report a problem" with the purchase
carmine hedge
thx man
spring grotto
What happens when you try to?
uncut mulch
It just puts empty space below it when I tap on the payment
spring grotto
Well not sure how it is on mobile, but on the website you'll see these 3 dots for settings that'll pull up the option for "Report a problem"
uncut mulch
Great then I can't report a problem because mobile is stupid
spring grotto
You can also go to the website itself on a browser on your phone
uncut mulch
I got my money back thank you
carmine hedge
well I tried to give it bakc, but google send me an Email with the information, that they cant refund my money
spring grotto
Okay, if Google denied it, contact AL support regarding the issue. And be sure to mention that the refund was already denied
/techsupport
pale pagodaBOT
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 al.cs@yo-star.com 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.
carmine hedge
I already did that last saturday and havent received any feedback yet
spring grotto
Well support has a backlog going on right now so the response time can be anywhere between 1-8 business days unfortunately
carmine hedge
I will wait, but what shall I do when those 8 day passed and I still wont have received any answer?
spring grotto
If it passes those business days, send another inquiry email as a reply to your original one to keep the email thread going.
jade sleet
Quick question what is the reason for me not being able to buy this events pack?
spring grotto
That error is usually fixed by an update from the Google Play Store if you have one or just a simple restart of the game
jade sleet
Thanks I'll do that
warm hawk
ok guys i need help now
sinful yoke
?
warm hawk
it's been almost 3 weeks since i sent a mail to recover my account
and i still don't have any answer
sinful yoke
what day and who did you send it to
stiff depot
Any time I try to take a shipgirl out of my ch2 hard fleet1 it does the infinity load, anyone know why?
Ch1 and ch3 didn't do it
It akso doesn't do anything when I click the clear button to clear my fleet on ch2
sinful yoke
@warm hawk resend it but reply to the original thread
@stiff depot might be corrupted in some sense, can you try repairing the game and trying again?
warm hawk
k i'll try
stiff depot
After I do that clear, it doesn't let me exit with the x and trying to click attack gives me... One sec to screenshot
@sinful yoke reinstall, right?
sinful yoke
repair is in the in game settings 
stiff depot
Oh. Oops.
Eh, is anything supposed yo happen when you click repair? The game went unresponsive and didn't give sny indication it started anything
sinful yoke
sometimes you have to keep pressing it until it goes to the screen with enterprise
stiff depot
Ah, aight
Okay I'm pressing and the button won't respond
I can tab to other parts of settings
After I hit confirm, the button stops responding
No matter how many times I click
sinful yoke
yeaaah it doesnt work for everyone you might have to reinstall
magic ore
Alright guys, when i tried to purchase the gem pack w/ my paysafe card account it said that payment method not eligible
stiff depot
Also still can't use repair
Any ideas for my issue?
I'm on Android if that's affecting anything
cursive heart
Sometimes while aiming the main guns, the fleet is stuck going foward. Is this a known bug?
sinful yoke
can you send a video? @cursive heart
stiff depot
It doesn't give me the fleet2 doesn't meet reqs when I click attack after it bugs when I try press ckear fleet1, snd I also can't exit because red x becomes unresponsive
It normally would show the warning
cursive heart
It's kinda hard to be caught on video but I'll try
sinful yoke
can you send it in as a bug report for inspection
im busy rn and it’d be nice for my team to get a say on it since its confusing me @stiff depot
!bugreport
fair shellBOT
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
magic ore
Any ideas why a payment method might be declined?
stiff depot
Sent it in, added a screenshot of what happens when trying to edit ships in fleet 1 after initiating the bug @sinful yoke
runic forge
Hi I sent an email about my gems not being recieved 2 weeks ago and I know youy guys are back logged. but will I still get them?
sinful yoke
once they get to it yes you will get them
they take upto 1-8 business days to respond
99% of them are going to be on the longer end of that
@magic ore can you try contacting said payment method
runic forge
okay, thank you
little wagon
Is it possible to purchase something, and not getting an email for the receipt ? Because i think it's one of my problem. I can only see that in the purchase history, but nothing else.
And since my main problem needs the transaction ID, i don't know what to do, i sent all the informations i had to Strudel DMs tbh..
sinful yoke
might be delayed then
yes its possible
most apple users dont get a receipt until 8 hours later
little wagon
Idk if it was the cause but, before doing my purchase, there was a network error
sinful yoke
could be
bold river
I am now on my ninth day of waiting for a response. :/
Should I just contact Google support for a refund, given that in my case I was charged twice and received absolutely nothing for either charge?
uncut mulch
I give up I hope I get them because I want the Bismarck skin but if I cant get the gems I paid for for it I just wont niu gems anymore I gave them my money I have not received what I paid for so i give up
But
Buy
bold river
I was perfectly willing to shrug this off as a one-time bug, but that was before a third of a month passed without me seeing a hint or either the thing I bought or the money I spent.
little wagon
Yeah, it is really frustrating... In my case, i can't really wait more because the skins of Bismarck nd KGV will disappear soon, so unless they come back later, i don't mind waiting for my refund, or if they are limited,i will need to pay again
bold river
Well that, and all the E3 sales end on 12-13.
So for me this is 30 dollars that I could have spent on a video game that is instead stuck in limbo due to a procrastinating support team.
cursive heart
In my case I took the risk and spent another 20$ for the gems
There was no guarantee that it won't fail again
If you can you should do a refund and try to buy the pack again its quicker
GGP refused to refund me idk why
little wagon
@cursive heart Did you got your purchase safely in the end ?
cursive heart
The second time went well. My lucky box is still on hold
bold river
Yeah I did another purchase and it went fine.
But my lucky box is still in limbo despite charging me twice.
I contacted support about it and nine days have passed with no sign of them having done a thing about it.
little wagon
Maybe i should do it too, i will wait until the last day for the skins in case they answer me before, even if i doubt it
bold river
And now they're apparently on vacation and I am supposed to wait a full two weeks.
little wagon
Doing that move means i won't be able to spend as much on other games, but hey, it's a sacrifice that needs to be made..
cursive heart
CS is currently on holiday
uncut mulch
I am livid I want the stupid Bismarck skin but I cant even have that
little wagon
cursive heart
We all crave that same thing lol
bold river
@cursive heart Going on holiday without resolving this issue for everyone was a terrible decision.
little wagon
I want Bismarck and KGV, which is a total of 30 euros, kinda expensive if you ask me btw
uncut mulch
Other people have it but when I decide to spend money the fucking transaction fails but still takes my money ffs
cursive heart
It is expensive for me also
But the fact that I might buy something later in this game I think it's ok for me to buy it now and spent the rest of the gem carefully
@bold river They are having a terrible backlog too lol
uncut mulch
I'm just pissed of I paid twenty dollars for gems for the Bismarck skim it says success takes my money then fails on giving me what I purchased I want to kill myself
uncut mulch
Yeah I know there limited so when I decide to fucking buy gems it takes my money then fails!
cursive heart
Um there's might be rerun, sales later... But who know when
uncut mulch
Yeah they have already just taken my money
bold river
Eh, there is guaranteed to be a rerun.
That isn't an issue here.
The issue is that this is their first big event after leaving open beta, and Bismarck was teased to players for almost two years.
And they screw it up.
uncut mulch
Yep my money is gone and I dont feel like I'm getting what I payed for
bold river
If this is the experience people have now, chances are they're going to skip spending anything during a rerun due to foul memories.
uncut mulch
Yep that's what I'm doing cause those are twenty dollars I won't be getting back but they get to pocket
bold river
I would happily shell out again during a rerun so I can get the skins I couldn't afford now, for example.
But after this nonsense, I am having second thoughts.
cursive heart
uncut mulch
Yeah where the fuck my gems yostar ful your broken ass game
cursive heart
Have any of you try to refund through store?
uncut mulch
Yeah but I want the skin I got a refund tried again same shit
bold river
Store refunds are only 48 hours.
uncut mulch
Still took my money
bold river
I have been waiting for the support team to get off their asses for nine days now.