tech-support

[static garnet]

I am on it

[misty crow]

you do know which is the email right

[static garnet]

Yes! Yes! Yes!

[e-mail]

[misty crow]

[cursive meadow]

hi can help me solved problem i cant unbind my account facebook error code 100213 what should i do?

[misty crow]

didn't i tell you on alec?

you can't unbind if you only have 1 account binded

you need to bind another way before you can unbind fb

[cursive meadow]

so I have to bind to twitter and then unbind fb?

[misty crow]

or bind to yostar ye

[cursive meadow]

is it successful?

Alright well thanks for your information

[misty crow]

[teal wigeon]

Hash check failed. Try again? Anyone knows what this error means?

[sinful yoke]

it means theres a corrupted file

is your account bound?

[teal wigeon]

Yes

[sinful yoke]

are you able to reinstall with wifi?

[teal wigeon]

Not at the moment I'm out in the boonies.

I'll check next time I get somewhere with better reception to see if I can reinstall thank you for the help. 😀

[ebon rover]

Hi what are the 4 cleave land awards on the EN server?

[misty crow]

#gameplay-help would be better for such questions @ebon rover

[ebon rover]

Ok will go there ty

[worldly moat]

Hello can anyone help me with a little problem I have

[misty crow]

sure

[worldly moat]

I was just wondering how I would go about unbinding an account from my Facebook

Because I accidentally bound a new account instead of my main

[latent ocean]

So I got a lot of things in the mail today for independence day and maintenance. But I did not get any of it out of the mail but it still says its collected. What should I do?

[misty crow]

@worldly moat you'd have to bind another way such as twitter before you can tap to unbind the FB

[spring grotto]

@latent ocean Are you sure it's not collected? You should've gotten all the items plus the dorm item

[worldly moat]

Oh ok thanks

[latent ocean]

yeah you are right. I must have forgotten how much oil I had yesterday my bad

[fringe dove]

Hey , I cant recover my blind account :v

[sinful yoke]

whats the issue?

[hard thunder]

How long cs usually reply when we contact them?

[fringe dove]

I tried login in my feeds but It start for tutorial :v

[spring grotto]

Response can generally be anywhere between 1-10 business days

[sinful yoke]

@fringe dove you logged in at the title screen?

[fringe dove]

yes

[hard thunder]

Okay thanks

[sinful yoke]

what server is your account on?

[fringe dove]

I dont remember if was lexington or avrora
I tried both but the same case

[sinful yoke]

can you try all just in case?

[fringe dove]

I can try, but I stopped playing a year ago

[sinful yoke]

well the game hasnt been out for a year

are you sure the account was bound?

[fringe dove]

Im sure , not at 100% but I think yes
Im looking purchases and the last was on September 2018

[sinful yoke]

do you have your uid at all by chance?

[fringe dove]

The Id is the number of player?

[sinful yoke]

yes

kind of

your question could be taken in a lot of ways

[fringe dove]

I dont have it

[sinful yoke]

it sounds like your account might actually be not bound

do you have information of your account like the name?

[fringe dove]

Yes, the name yes and i remember few ships in my formation

[cerulean anvil]

Hi, just wanna ask if I could unbind from yostar cuz I stupidly created a new account instead of binding my email to my existing account

[ripe flax]

Hey I was gonna ask if there was someone I could message on discord about ingame purchasing issues

[sinful yoke]

@fringe dove email customer support for account recovery

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[sinful yoke]

@ripe flax whats the issue?

@cerulean anvil yostar accounts cant be removed

[ripe flax]

I bought gems I was charged for before maintenance that didn’t show up in game

[sinful yoke]

email support with your account info like name server and UID
and include a screenshot of your receipt that you received in your email

they will send you the gems

[ripe flax]

Okay I did that already thanks - how long can I expect to wait for response

[fringe dove]

@sinful yoke I recover it 😄

[sinful yoke]

1-10 business days

@fringe dove good to hear

[ripe flax]

Oof. Okay thanks

Was hoping for quicker response time

[cerulean anvil]

Ah all right, thanks for the help :)

[void moth]

My AL crashed alot lately -.-

I'm using an ip5 btw

[sinful yoke]

iphone 5 is outdated in terms of minimum requirements to play

its ram is 1gb and in order to play smoothly you need 2gb

[void moth]

Welp rip thank you btw

Back to playing AL on pc then...

[carmine hedge]

is anyone else having connection issues

cant even get past the first loading bar

ok it was my isp

[lusty sandal]

Several time this mission didnt drop anything

Is it bug ?

[sinful yoke]

theyre not guaranteed to drop a ship

[lusty sandal]

Oh ... Ok

[void bay]

i'm crashing everytime i tap to login

[sinful yoke]

which login? like a bind?

[void bay]

the login when you first start the game

[bitter sentinel]

screen froze when set Acasta as secretary ;-;

is this bug?

cant even do anything ;-;

[sinful yoke]

acasta has been bugging people out

can you try reinstalling? is your account bound?

[bitter sentinel]

already bind it with facebook

havent try reinstalling

how many ppl get this bug? a lot?

or few?

[sinful yoke]

a few

[bitter sentinel]

are they can play as usual again after reinstaling AL?

UwU

[sinful yoke]

I dont remember can you test it?

[bitter sentinel]

UwU alright then

btw thanks for advice

[sinful yoke]

no problem!

[white bane]

I bought the quadruple 380 mm main gun from the event but it does not appear on my depot. I have already bought 3 of them but still don't appear.

[spring grotto]

@white bane they're blueprints, not the full gun. Hence the "design" in their name

[white bane]

Thanks! I didn't notice about that

[spring grotto]

[silk sun]

I paid for the 19.99$ gems and didn't receive them.

[spring grotto]

Please contact support via email with your account information and the receipt from the purchase

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

contact info for support

[carmine hedge]

I seem to be back to not being able to get into a server again. Restarting my phone and/or wifi seems to be only a temporary fix.

[spring grotto]

Hm...one thing you could try would be to download and try a free VPN from your respective app store. That might clear up the issue

[frosty flame]

My game froze in the middle of the battle and I believe I lost the progress. Also I was having issues in the shipyard; it froze and kept saying development commencing. Another question can I run my account on a phone and a tablet or only one device at a time?

[carmine hedge]

Its entirely possible my internet has just reached a speed where the game knows the internet is there but its too slow for anything to register, or something like that. I'm confused why thats started now as it was working perfectly up to around a day or two ago.

[spring grotto]

@frosty flame If the game itself is freezing and it doesn't give you a type of connection error notice, it might be something to do w/ the game files. I'd first say try restarting your device and if it still persist, you could try a file repair to see if that might help. And as for your question about multiple devices, yes you can. You can play across multiple devices at once

[frosty flame]

OK so I guess freezing isn’t exactly the correct term… The middle of the match basically ended and no enemies respond so the match was over but I could still interact with the game just couldn’t move my characters and the match didn’t end

[spring grotto]

That could possibly be a connection issue but it's hard to say for sure. First thing I'd still say to try is restarting your device (and your network is at all possible)

[frosty flame]

Alright it’s cellular so restarting the iPhone would serve both purposes. Thanks; if it reoccurs I’ll come back

[magic sorrel]

I keep getting errors when I try to buy gems from the shop. I can’t play the game because I can’t expand my dock and I gotta have all my ship girls.

[amber ravine]

The game won't load.

Tried wifi and data and neither worked

The icon keeps spinning so it's not frozen

Just can't get into the main screen

[sinful yoke]

@amber ravine is your account bound

[amber ravine]

Yes

[sinful yoke]

reinstall

[amber ravine]

[carmine hedge]

I’ve gone and restarted my wifi, phone and game, this time it seems to have failed entirely. Stuck on the title screen, tap to start, it thinks about it a few times but then nothing. Updates come down ok, all seemed fine before the first of the two latest patches.

didn’t see the update waiting via the app store

that mights just do it

[gritty gull]

Do you have to renistall the game for the development to update with monarch in the labs like you did with roon

because Ive registered 10 or more main fleet royal navy but it shows only 9 for monarch

[spring grotto]

Unfortunately you might. Can you perhaps show your dock sorted to Royal Navy main fleet?

[tardy sapphire]

Completed the Javelin quest but didn't get her skin? EDIT: I did receive the skin, however there was no indication of it going to my inventory like skins usually do.

[rocky halo]

Hello, old Azur Lane EN player looking to return to the game. I downloaded the app and updated it no problems, but now I don't remember which server I was on or which twitter account I had bound it to. I tried a few but each boots me up to the tutorial and then asks me to enter a player name, which im sure I shouldn't have to do?
Anyone got any advice on this problem?

[rocky halo]

Nevermind, it sorted itself out

[wispy ocean]

I keep seeing a login error bug with the error code of 100404

I'm still able to log in

but it keeps popping up

any ideas

[sinful yoke]

can you try resetting your router?

[winter ermine]

Not enough days to crawl towards event shop ship

[slender ice]

I need assistance with in-game transactions

I just bought the package already deducted the visa but have not received the gems yet

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[cobalt snow]

/techsupport

Refer to the above @slender ice

Make sure to include info like your receipt and transaction ID, which can be found with the receipt/confirmation order email

[sinful yoke]

ahh

they dmed me

and sent a message here

[cobalt snow]

[slender ice]

tks @cobalt snow
I am not good at English and hope you sympathize

[cobalt snow]

No problem

[carmine hedge]

After updating from the app store, I now get a Network Error, followed by Connection Lost when I try to log in, whereas before it would just do nothing after thinking about it. I was able to get on earlier this morning but after the game restarted itself (after I closed the phone down to go and do something) it now won’t log in again.

[cobalt snow]

@carmine hedge I'd consult the checklist in pins for your issue

[carmine hedge]

ah, gotcha

[robust wolf]

Normally how much time should I wait between replies of the AL support? I contacted them via e-mail 5 days ago and after that first day, I did not get any more answers from them.

[spring grotto]

The response time can be anywhere between 1-10 business days (so not including weekends)

If it goes above that time limit, send them another inquiry as a reply to your first one

[dark furnace]

Apparently, the first place is taken by a cheating player

[sinful yoke]

they’ll be caught when they do a banwave

[dark furnace]

oh ty

[oblique river]

I have an error with authorization in the game through facebook is a permanent error and the game crashes, someone faced?

[spring grotto]

@oblique river So when you try to login w/ Facebook, the game crashes?

[weary totem]

Z23 bot is not properly redeeming codes

invalid json response body at https://azurlane.yo-star.com:8081/api/usercode reason: Unexpected token S in JSON at position 0

This is the error I am given

[spring grotto]

Head over to #512967149975896084 regarding that error and Yama will look at it

[weary totem]

Thx

[loud elk]

Hi i'm a new player and during the formation tutorial i got stuck in infinite loading

I already try to use wifi or data

[spring grotto]

Hm....do you mind trying to fully reset your device to see if that might help. If it doesn't, can you try a free VPN as well. Just to rule out a possible connection issue.

[loud elk]

Ok thx

The VPN don't change anything...

And i don't really want to full reset my device

[spring grotto]

Well that might fix the issue. But beyond that, not too sure. Is it always specifically at that specific point?

[loud elk]

The animation of loading never stop

I'm in a Samsung Galaxy J6+

[spring grotto]

I'd still first say restart your device if possible. And as well, can you try recording it w/ log mode open?

[loud elk]

I have a record of 2 min

[spring grotto]

Okay. And would it be possible for you to record it happening w/ log mode open if the current one doesn't have it already opened?

[loud elk]

Log mode ?

Im sorry i'm french

[spring grotto]

It's basically a debug mode that can help the team decipher what the issue is. Here's a video explaining how to activate it https://www.youtube.com/watch?v=p1Yl9InTWzk

[loud elk]

Okay thx

I have it

[spring grotto]

Cool. I'd say go ahead and send it to support via email so they can take a look at it and perhaps offer some insight as to the issue

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

contact info for support

[loud elk]

But i don't have my UID

[spring grotto]

No worries. Just provide as much account information as possible

It's not required but just requested if possible

[loud elk]

Ok thanks for your help

[spring grotto]

No problem. Hope it all gets figured out for you

[loud elk]

I hope too

[broken spindle]

Hello, so I bought a pack of gems and the payment went through after being pending for a few days. However, I got no gems. I went through the game's help option but it did not work. Should I just wait longer? I'm not sure what to do

[spring grotto]

I'd say go ahead and send an email to support as the response in the in game help can be not as optimal

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

contact info for support and as well please include the purchase receipt

[broken spindle]

ok thank you

[supple totem]

hey i recently changed my ingame name and i redeemed a code from the anime expo thing, am i supposed to get the rewards now or no?

[spring grotto]

How did you redeem it? And did you provide your old username? And as well, if you provided your UID, that'll still be correct.

[supple totem]

oh i didnt read it

it said itll be in my mailbox in the "coming days"

on the website

[visual edge]

Where do you redeem the code

[carmine hedge]

I logged in with my email but it created a new account, my main account is still accessible with my Facebook but I kinda want to link it with my email what can I do guys

[spring grotto]

@visual edge You can do via Z23 in this Discord OR you can alternatively do it from their website at azurlane.yo-star.com
@carmine hedge Did you bind to your email in the settings menu in game?

[carmine hedge]

No from the screen

[visual edge]

Oh okay thanks~

[carmine hedge]

I can't bind my main account to my email now

Since it's used

[spring grotto]

@carmine hedge Binding will always be done from the settings menu in game The initial title screen is only for retrieving bound accounts
@visual edge No problem at all

[carmine hedge]

So what can I do

[spring grotto]

For that specific email, unfortunately you can't do anything for it as Yostar accounts are permanent as of right now. You could use another email if you happen to have one or are willing to create one

[carmine hedge]

Yeah I do but I made a twitter instead so I'll bind it

So now it's Facebook and Twitter bound

Thanks @spring grotto

[spring grotto]

No problem at all

[terse mango]

Probably the wrong place for this question, but is there a place to submit low-priority bug reports? I haven't found anything important, but I've noticed a lot of typos.

One silly example.

[spring grotto]

You can place TL errors in #bug-reports to discuss them(to see if they're valid, known ,etc) but do please try to check #known-bugs as well as our TL error Trello board (listed in the description of #bug-reports) to see if the issues you want to point out are already known

[terse mango]

Sounds good.

[celest kettle]

I bought gems and they never showed up in my account. I was directed here for help?

I'll try an email

[sinful yoke]

contact customer support and make sure to include your account information and your receipt in your email

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[celest kettle]

thank you

[drifting goblet]

Hey everyone
Can someone help me? I'm A little bit confused on how to redeem codes. I got these codes in anime expo 2019 and went to The official English website for azur lane. I Put in the code and my UID ,After I got a confirmation I went back into my game and did not receive anything. So Can anyone help me out?

[sinful yoke]

they have not been sent out yet

you can also alternatively dm the bot in here! to redeem codes

but cant redeem twice of course

[drifting goblet]

@sinful yoke thank u

[sinful yoke]

no problem!

[carmine hedge]

question

[sinful yoke]

yes?

[carmine hedge]

are "azur lane staff" manjuu or yostar

[sinful yoke]

yostar

manjuu are the developers, the publishers would be the one in charge of things like this

[bright robin]

what he said

[austere tide]

excuse me, im a returning player but when i try to log in via facebook i cant find my account all of the servers i checked are started at tutorial and i cant find google play log in i remember i bound my account in google play and facebook, how can i retrieve it?

[misty crow]

there isn't a google play bind

in any case, do you have your UID? @austere tide

[austere tide]

Oh i dont have it

No chance,

?*

[misty crow]

well

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[austere tide]

I'll email them thanks

[tidal flicker]

Quick question for a buddy that is looking to come into the game. They got a Samsung Galaxy s8, which after they do the tutorial it freezes on the loading ducks. They have done multiple re-installs with full cache deletions and such too. Anyone else got potential ideas on how to fix?

[misty crow]

[tidal flicker]

[misty crow]

ask him to change internet connection when playing or use a vpn

see if it helps

[tidal flicker]

Alright I will let them know!

Thanks!

[green python]

Hi, I have a question, Can you install two different servers of Azur Lane in one device(i.e android)? I'm Planning on downloading the EN server AL, But I still have my CN server AL installed.

[misty crow]

yes

they will not interfere with each other

they even have diff icons iirc

[lone mesa]

hello, I have a problem with Jp AL. I play on nox and tried switchwing from my laptop to my phone
But it simply doesent switch. Used 4 codes so far with no success. Same with twitter

[misty crow]

we can't really help with ALJP

[lone mesa]

dam, ok thank you anyways

[green python]

Thanks @misty crow for the reply (´▽｀)ノ♪

[misty crow]

[tidal flicker]

My buddy says thanks @misty crow

[misty crow]

yw

[iron inlet]

Weird question...

What do you do if your sound just, stops working in the game?

As in, no music, no voices from charecters, no nothing?

[spring grotto]

Have you restarted your game and device?

[iron inlet]

Yes...

[spring grotto]

And do you have your phone either on silent mode or the ringer turned off?

[brisk sky]

Weird cant download and install azure lane on my Samsung A50

[spring grotto]

What happens when you try?

[carmine hedge]

How do I assign roles

[misty crow]

Check pin in #bot-spam @carmine hedge

[iron inlet]

Wait...the ringer is where the noise is made?!

W-why?

[misty crow]

Some phones are weird I guess

[iron inlet]

I...nevermind...

[last hare]

I can not get in the game

[sinful yoke]

whats the issue?

[sinful yoke]

can you try resetting your router?

[last hare]

is a little hard because of family

[sinful yoke]

are you able to connect using a vpn and try to reset it later?

[last hare]

with VPN I come in have no desire to turn on VPN

[sinful yoke]

are you able to use data?

[astral jolt]

bought the trade ticket and the money was subtracted from my account and I didnt get any gems. Help?

[sacred palm]

I pressed the in-game option to repair the sounds, and now I'm stuck on the opening screen (when I press to start, all that happens is that the AL symbol on the top left corner duplicates to the left of it for a second before it returns to normal) and it stays on that exact screen. It doesn't go to server selection or straight to the main menu.
I have tried restarting it, and I have good internet connection.

[jovial veldt]

Hey, just got a message saying I was logged on another device, should I be worried?

My account is linked to Twitter, FB and yostar

[sinful yoke]

is your connection stable?

@astral jolt contact support with your user information (sever uid name) and a receipt that you received in your email

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[sinful yoke]

their contact information there

[jovial veldt]

Think my wifi switched from my 2.4 to the 5GHz while I was afk

[sinful yoke]

@sacred palm what screen?

[sacred palm]

The screen that occurs as soon as you open AL

[sinful yoke]

that would be why you got that error the connection bugs out @jovial veldt

[clever stratus]

Hello!
Can one ask question regarding gameplay issues here?

[sinful yoke]

@sacred palm black screen, manjuu/yongshi or enterprise?

[jovial veldt]

Alright thx

[sinful yoke]

@clever stratus whats the issue?

[clever stratus]

It's about obsolete gun and 2 shops.

/ships

[sacred palm]

It's Enterprise on my end, Kawaakari

Because of it happening, I can't even get in to see my uid, though it's on Lexington

[clever stratus]

I see Triple 283mm MG (SK C/28) in my depot, intended for CA, but no one Heavy Cruiser see it as Change alternative.

[sinful yoke]

@sacred palm is your account bound?

[sacred palm]

It'a bound to Twitter

[sinful yoke]

@clever stratus is it in designs?

@sacred palm you’ll have to reinstall it corrupted files, are you on a stable connection?

[clever stratus]

No, ready built, 2 items.

[sacred palm]

I'm on a good connection.
Oof.

[clever stratus]

Another bother is that neither Kagerou or Li'l Sandy do retrofit, although the should of I understand it right.

[sinful yoke]

kagerou retrofit is in next update

li’l sandy was never announced a retrofit

[sacred palm]

Will stuff like missions and commissions still be there if I reinstall with a connected account?

[clever stratus]

Nice to know about Kagerou!
What about this 283mm MG?

[sinful yoke]

only large cruisers and Deutschland class heavy cruisers can use it @clever stratus

[clever stratus]

Do large cruisers bear CA marking? No one CA ship in my dock accepts this MG. Gun's description states it is for heavy cruisers, but I can't find any compatible. I still don't have any of Deutschland class though.

[median needle]

this question is for #gameplay-help not tech support.

[clever stratus]

Oh, thank you! My first question was about this, exactly. Going there then...

[sacred palm]

Has anyone else had a problem where in the middle of a sortie, the joystick would randomly get stuck in one direction the entire rest of the node and you have to fight it the entire time just to keep your vanguard from being stuck against one of the walls?

[median needle]

maybe? i can't remember. ik there's a glitch with the joystick but i don't think it ever got stuck like that. does this always happen or is it new?

[sacred palm]

It's been happening pre-Iris event for me, but it wasn't happening on my old account (which I had back around the Neptunia event. I since lost that account)

[median needle]

ok. i don't think there's a fix for it sadly.

does the glitch happen on other devices or just the one?

[sacred palm]

Just the one. I only have the one device, too

[median needle]

k. if you can try to get it to happen on an emulator or another phone. if it still happens it's the game. if not then it's your phone.

[dreamy minnow]

If trade license has 6 days left, can i repurchase it or will i have to wait for it to end?

[granite lion]

not sure about how soon, but you can buy trade license before old one expires, yes

[median needle]

yes but i wouldn't recommend getting it again until a day before or the day that it expires. the counter will reset and you'll lose out on however many days you had remaining.

[main eagle]

Are we able to redeem the special codes from AX event now?

[spring grotto]

@main eagle yes, you can but they haven't been delivered out yet. You can do it through Z23 here or on their official website

[main eagle]

Oh ok i just wanted to know because i redeemed mine but didn’t got anything but thanks

[upper badger]

I bought gems but I didn't get it. I contacted the support. The support said that my failed transaction was now cleared but I still don't get m'y gems

[spring grotto]

Was it via email? If so, send a reply that the gems still weren't correctly added to your account

[upper badger]

Yes it was by email and since yesterday I haven't got a reply from the support

[median needle]

it takes anywhere from 1-10 business days to a reply.

[upper badger]

Ok il gonna wait. Thanks for your help

[lavish tinsel]

soo, how is this mandatory phone verification thing?

nvm

[sinful yoke]

reading is a blessing

[hazy urchin]

Ok, so Discord said my code wasn't valid, but I can still post?

The phone verification thing, I mean.

[outer herald]

Is it the AX code you got? @hazy urchin

[spring grotto]

That'd probably fall under more along the lines of #discord-feedback but honestly, not too sure. This channel is more for AL support rather than Discord

[rancid bough]

Uuh I think I got a problem here

I bought gems, and there is an error

I lost my credit, but I still didn't get the gems

[spring grotto]

@rancid bough Please contact support via email regarding the purchase issue and also include your account information along w/ a receipt from the purchase

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

contact info for support

[rancid bough]

Where to contact?

Ooh ok

[celest heath]

I was not credited gems after i purchased them through the apple store, what do I do?

[spring grotto]

Read my above message for your purchase issue

[celest heath]

Thanks

[carmine hedge]

I need help here. I had a level 70 Terror for a monitor ship, and I never retired her, and now she is straight gone

I went through my ENTIRE MAIN LIST, and she is not there

@spring grotto

[elder torrent]

Hi I need help with something small :3 if anyone's available !!!!

[sinful yoke]

hi

just state your question

if you ask for someone it’d probably be a long time

[astral jolt]

I emailed [e-mail] about the payment problem but still no reply. Is this correct?

[misty crow]

yes

expect a 1-10 working day response time

[astral jolt]

oof

ok

is there anything i can do in the meantime while waiting for their response?

cuz i bought the trade ticket and i didnt receive the 500 gems and the money's been subtracted

[misty crow]

not really

[astral jolt]

[elder torrent]

Hi

Um serious question !

Some one help pls XO

[knotty oyster]

👌

[misty crow]

yes?

[elder torrent]

Ugh I'm like so done with this game XO

[misty crow]

if it's gameplay related question, please go to #gameplay-help

if it's purchase or account recovery this would be the correct place

life problems, try somewhere outside this discord server

[elder torrent]

Can I show you a few screen caps to give you an idea of my situation ?

[misty crow]

if it's gameplay related question, please go to #gameplay-help

if you're here to salt about gacha, try somewhere outside this discord as well.

[elder torrent]

No it's not that

It's about me putting funds into my google account and it not showing up on the app ! I just wanna buy some gems. But I can't since it keep thinking I have insufficient funds !!!!!

[misty crow]

have you accounted for currency conversion and taxes

[elder torrent]

Not that I know of

[misty crow]

do send the screencaps then
i believe it's probably insufficient after including taxes and currency conversion

[elder torrent]

I have the right amount the price for the gems Im after is 39.99 and it adds up to 52.00$ and I put 55.00$ in to my account and it says insufficient funds Oof

[misty crow]

what currency are you using

[elder torrent]

See

[misty crow]

ah

[elder torrent]

Its normally simple I add some funds too it. Buy gems and Im on my way but this is a first time for me XO

[misty crow]

assuming you added value via giftcards, what currency is it using

[elder torrent]

I just wanna buy a promise ring and a few skins before the event ends is all !!!!

I used a Google pay gift card

[misty crow]

what currency

[elder torrent]

Canadian

[misty crow]

weird

[elder torrent]

I know what it costs

It says 39.99 but adds up to 52.00$ so I bought a Google pay to for 55.00 knowing how the taxes are !

[misty crow]

you might want to try a diff payment method

but before that

[elder torrent]

Ugh I wish

[misty crow]

you should restart your phone

[elder torrent]

Really :O

Would that work ?

[misty crow]

it might

and then if that fails try a vpn

i strongly doubt if it'll work, but worth a shot

[elder torrent]

This is sad moment for me XD why me

There are some flaws with this game i see now

Akashi being not fair with me with her side missions XD

Well it didn't work might as well forget about buying and skins and such Oof

[wheat mauve]

does binding the same twitter account to a JP and EN account give any trouble ?

[spring grotto]

No, it shouldn't ideally. They're kept to different accounts on completely different servers

[elder torrent]

Ok so I found the receipt and....

[pure basalt]

She seems to be missing part of her arm

[elder torrent]

I still trying to figure out why it says in the app insufficient funds despite adding 55.00$ lol

[spring grotto]

@pure basalt That's her gauntlet. You can see her real arm under it

[elder torrent]

[misty crow]

if none of them worked

all we can say is contact cs

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[livid siren]

Please help cant sign in my account even when i sign in my tweeter account

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

@livid siren Did you login with Twitter on the title screen(not the settings menu). If so, you need to choose the server that you played on before. Example: if you played on Sandy, you need to choose Sandy instead of Washington

[livid siren]

Never mind

[hard summit]

Is azur lane optimise for oneplus 6t?

[misty crow]

With 8gb ram, it should be fine

[last hare]

it worked with the router reset

[carmine hedge]

Wow, I'm glad I send a question, that just gets ignored, nice

[spring grotto]

I missed your ping (I get quite a few of them), apologies. But have you tried restarting your game and device? And you're sure you had her locked?

[carmine hedge]

I didn't have her locked, she was just like Erebus, but when I looked at the main line, she wasn't even there, and I never retired her

[craggy radish]

This has been loading in my game lately, is this some debug thing?

[spring grotto]

@carmine hedge Well if she wasn't locked, it's possible that you did retire on accident w/o realizing it. But I can't say for sure. You can try contacting support to see if they can look into it and get confirmation but no guarantee
@craggy radish Yepp, it's a debug mode. Just press "Hide" and you'll be good. Steps to activate it are in a pinned Youtube link in this channel

[craggy radish]

It's activating in its own which is weird. But thank you for the response

[sinful yoke]

if you have two fingers on the screen or accidentally keep touching it with multiple hands you’ll probably get it

[stiff dagger]

Hello everybody.
I haven't recieved the monthly Login reward since 3 days. The refreshtimer stand on 00:00 all time. New Installation didn't help. Please help

[spring grotto]

You mean you didn't get Southhampton?

[late ore]

Attempted to limit break my Surcouf today and my lvl 1 Surcouf isn't appearing in my dock when I go through limit break or retire? No filter settings applied

[spring grotto]

@late ore Do you have Surcouf as your secretary?

[stiff dagger]

It stand in this since 3 days

Noch Mississippi

No

[sinful yoke]

00:00

is the time

thats 12AM PDT

its not a timer for your next login reward

[spring grotto]

It's saying you'll get it(the next reward) at "00:00 PDT"

[stiff dagger]

Okay but i haven't recieved the reward At all ^^'

[late ore]

I do

But I was able to limit break my glorious when she was my secretary?

[spring grotto]

@stiff dagger Do you mean, you didn't get the BP rewards for today? Or what reward are you missing? Last month's ship (which was Southhampton)?
@late ore You have the dupe Surcouf as your secretary. Change them out and you'll be able to use her as fodder

[late ore]

Oh my God lol

That's too funny

Tyvm

[spring grotto]

No problem at all

[stiff dagger]

So first... what is BP?
Second: surcouf was only one time the secratery for the chara story now it is Massachusetts.
Third: i got Southampton. But in the actuell screen ist the screen since three days

[spring grotto]

1.)BP is blueprints. The daily reward that was handed out today
2.)I'm not sure what you mean by this. I was only mentioning Surcouf for the other user who was having troubles. Unless you're having issues w/ her as well
3.)Which screen specifically? The one you sent a screenshot of earlier? If so, what's wrong w/ it?

[stiff dagger]

That is my actuell boni Screenshot. And this is also the Status of the Last three days. I dont recieved anything.

[spring grotto]

But it says you've claimed all the items up to today. One of those is given out each day of the month. Notice how there are 7 check marked so far? One for each day of July as of right now (July 7th).

[stiff dagger]

Oh okay i see. I'm so dump... oh man. I didn't notice the reward screen. Ich will keep that in my mind. Tank you and sorry for the ring alert

[spring grotto]

No worries at all

[ancient slate]

Has anyone tried the game on iOS 13? Apologies if this thread isn’t the right place to post this question.

[carmine hedge]

Is there a way to turn off the in-game loading screens? You can make the game fairly safe for work by selecting a modestly dressed secretary/main fleet, but there’s no control over the random occurrence of lewd art when starting a level

[spring grotto]

@ancient slate My iPad is on it and still seems to be running fine

[sinful yoke]

its been suggested actually in #game-feedback

[carmine hedge]

@sinful yoke that is great to hear, I apologize if this was the wrong place to ask

[merry drift]

Question: Does anyone know the name of the song that plays on the Iris of light and Dark overworld?

I gots to know.

[median needle]

not a tech issue. ask in #al-general ?

[spring grotto]

Not sure if there's actually a specific name for it. But you can find it by googling/youtube-ing it. And yeah, not really a question for #tech-support

[merry drift]

General wasn't really helpful. Didn't know where else to ask. :\

[carmine hedge]

Hi there

I bought 40€ gems 5 minutes ago and had a bad connection

Now the transaction was done

But my gems arent here

Normally they appear like 5 seconds after i bought them but now it didnt work but the money is gone

So my question is, can i get my gems pls?

[median needle]

you'll have to email support.

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[carmine hedge]

Thank you @median needle

[carmine hedge]

I dont want to be rude, but how long will it take that someone reads and solves my Problem?

[median needle]

1-10 business days.

[carmine hedge]

Thank you

[sacred palm]

I'm using an emulator, and it says keyboard controls are enabled, but the keyboard controls aren't working at all.

[wooden berry]

I need help resetting my secondary password before 7/10

[spring grotto]

@wooden berry you’ll need to contact support for that

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[wooden berry]

I already did. Twice

[spring grotto]

The response time is anywhere between 1-10 business days (so weekends not included)

[wooden berry]

Ah crap

Thanks for your help

[noble roost]

I found a bug for where when i full clear A3 i still don’t get defeat all enemies even though I did kill all enemies before the boss.

Wait nvm it was just a visual bug

[frank ocean]

hey @dark leaf

do you know who i should pm for payment help

[sinful yoke]

no one

pm no one

what is the issue? @frank ocean

and fyi mods generally do not circle this channel

[dark leaf]

That's because the people here do gods work

[frank ocean]

@sinful yoke bought gemo but no receive gemo

It happened to me before and i pmd someone and it got resolved but i dont remember who it was

[sinful yoke]

we do not take pms anymore

email customer support with your user info and your order ID (located in your email)

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[frank ocean]

okay thank you

[undone monolith]

Um i really need help

[spring grotto]

What's the issue exactly?

[undone monolith]

lsot account data cand find my account

lost*

cant

[spring grotto]

Did you have it bound to FB, Twitter, or Yostar?

[undone monolith]

i did

and that did not work

[spring grotto]

Did you login at the initial title screen? The one w/ Jean Bart on it

[undone monolith]

yes

[spring grotto]

Okay, then you need to choose your correct server. It's the server that you previously played on. Example: if you played on Sandy, you need to choose Sandy instead of Washington

[undone monolith]

Yes i played on Lexington and i chose that server

[spring grotto]

And you're sure you logged in fully on the title screen? It said "Login successful" after you finished it w/ Facebook, Twitter, or Yostar?

[undone monolith]

yes im sure i will retry

again

well i retried it

[spring grotto]

And still the same result? Can you try logging into all the servers just to double check. And as well, do you happen to have your UID?

[undone monolith]

ok i will and i do not have my uid sorry

[spring grotto]

Darn. No worries though

[undone monolith]

dude it is ok

you tried

i did spend alot of time but i will restart and no fail hard

[spring grotto]

Well there's no reason to fully restart right now. If you can't find it on any of the servers, you can contact support w/ your account information and they can look into it for you. To see about your binds and as well as recovering it if need be

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

email for support in case you need it

[undone monolith]

just saying my account was nice but i spend to much oil than i gain plus i can just pay to win ya know but i will try to find it still while playing

Thank you very much for the help

[spring grotto]

No problem at all

[winter ermine]

So what's the time period allowed for refunds?

[spring grotto]

Well for failed transaction purchase errors, support ask you to contact your respective app store first. So that really depends on their policies. If they deny it though, you need to contact AL support at that point and let them know it was denied

[rapid cloud]

If I got a message saying something along the lines of “logged out due to account being logged in another device” is it advisable to change my passwords?

Asking this because I have my account linked to all 3 things, YoStar, Twitter, and Facebook

[sinful yoke]

is your connection stable?

[rapid cloud]

Sometimes it is, and other times it isn’t

So I would have to say no

[median needle]

it's typically a connection issue. for some reason it shows that message instead of the usual "disconnected" message.
(my guess is that the game tries to log you back in while you're still logged in, causing the disconnect and the message.)

[rapid cloud]

Oh ok. Thanks. Just found it really odd since it was different from the usual message

[carmine hedge]

Hi there

I had yesterday asked for my gems that i havent recieved, they came but they came double. So what should i do now?

[spring grotto]

Was it your first purchase of that specific gem pack?

[carmine hedge]

Like i bought 2400+ the 880. now i have 6560

No

I already spended a ton of money so its not my first purchace

*s

[spring grotto]

Of that one, specific gem pack yes? If so, then just reply to support and let them know you got extra. And be sure not to spend it

[carmine hedge]

Ok

I wont spend anything

Thank you

[spring grotto]

No problem at all

[frank ocean]

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[vivid oriole]

I still havent gotten my reward from my ax code

when i used it and confirmed my account, it said it worked but 2 days alter and nothing

[winter ermine]

Sorry that I didn't follow up with question. The funds in question are those that were successful charged to account

Most of the ships I got skins for with those funds are gone, with the rest slowly approaching that fate.

[carmine hedge]

Can someone help, im just starting out again and in the tutorial, i got a random loading screen and it just stuck there

[rancid bough]

Maybe u r in the wrong server?

Btw when is the deadline of the Jean Bart event?

[grizzled eagle]

I think the 10 or 11

[leaden iron]

It's the 10th

[unique cipher]

Hello

Some guys told me that i can get here in getting my old acct

[misty crow]

yes, do you have your UID of the old account? @unique cipher

[unique cipher]

Well about that i forgot or rather i did not remember but i got some information about my acct

[misty crow]

if that's the case

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[misty crow]

^

[unique cipher]

Okay thanks

[torn glen]

Hi, so i have this problem where i kept being stuck at enty loading screen when opening the game. Tried cleaning the cache and using vpn but the problem is still there.. What should i do?

[spring grotto]

Which part is it stuck at specifically?

[torn glen]

This one

[spring grotto]

Gotcha. Okay, do you happen to have your account bound or no?

[torn glen]

Yup, account bounded already

[spring grotto]

Gotcha. So the best option to try would be to do a reinstall as that error is caused by some form of bad files. The other option (which isn't always a guarantee) is to do file deletion so that you won't have to fully reinstall the app. The steps to file deletion are in the pinned Google Doc

[torn glen]

I tried to do the file deletion as instructed in pinned message but apparently there is 0 files in my Android/data/com.YoStar/files. But i will try the reinstallation anyway. thanks for the help!

[spring grotto]

No problem at all

[runic jungle]

Hello

I have a problem with purchasing gems

[spring grotto]

What's the issue exactly?

[runic jungle]

I purchased the 1,200 gems with using my paymaya account. I got a text that it was succesful. The transaction was succesful the money was deducted on my paymaya account but as i wait on my account the gems didnt came. I lost a signal just for a few minutes and i was disconnected on my azur lane account. As i return there is still no gems

Should i show the text message?

Cause the history on my paymaya account doesnt have the transaction with yostar

[spring grotto]

Do you happen to have a receipt for the purchase? If so, you can send it along w/ your account information to support via email and they'll be able to get it sorted out for you

[runic jungle]

Where should i send the receipt

[spring grotto]

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[runic jungle]

Here?

Ahh okay

[spring grotto]

Support contact info in the message and as well w/ your account information such as UID, in game name, and server

[runic jungle]

I'll email them thank you for guiding me

[spring grotto]

No problem at all

[runic jungle]

Mr imatoasterstrudel

Is this write? Just too nervous haha

I mean right*

[spring grotto]

Yepp, that's the correct email address

[runic jungle]

Thanks a lot <3

Uh how long does the staff replies hahaha

[spring grotto]

Well the response can be anywhere between 1-10 business days (so weekends not included)

[runic jungle]

aw sad. I hope i got a reply immediately i really wanted that dunkerque summer skin

[native charm]

how do I unbind yostar account from my azur lane

[spring grotto]

@runic jungle Well the skin is still there for a couple more days so there's still a chance it'll get solved before then
@native charm You can't unbind Yostar from your account as of right now

[native charm]

oh noes, then is there a way to get my accidentally created account deleted?

[spring grotto]

Well AL accounts are actually never deleted. They'll always be in the server database

[native charm]

crap

I'm trying to bind my current account to yostar but I accidentally created a new one with my email, so yeah...

welp thanks for the help

[spring grotto]

No problem at all. And yeah, sorry to say but that email will be unusable for Yostar binding on another account. Hopefully that'll be changed in the future

[halcyon arch]

so, guys. i just factory reset my phone and i want to restore my game. i bind it with facebook only. how to restore? after download the game and after the patch done, i press facebook logo and why my game won't restore?

[spring grotto]

You need to follow these two steps here. And be sure to pay close attention to Step 5

[halcyon arch]

oww yeah, wrong server. i;m gonna try first. lol

there you go, it's done. thanks

[spring grotto]

No problem at all

[pure talon]

i keep getting the login data expired error, what can i do?

[sinful yoke]

do you leave the game open for long amounts of time?

[pure talon]

yeah but when i log in again it occurs again

[spring grotto]

It's very possible it's just a connection error. Some things you could try to see if it is: restarting your device(and router/network if possible) and as well as a free VPN from your respective app store

[pure talon]

ok thx, i think it went away on its own

[craggy radish]

What do i do when the boss doesn't spawn?

[spring grotto]

Restart the app and also try going to the tile(s) that the boss spawns on

[carmine hedge]

Hi, the game keeps crashing for me when i open up dorm and then managing furnature

[stone dock]

hi can i change my email used on yostar account beacuse i have no longer access to this email and i need to change it

[dawn aspen]

Trying to log in back again through FB and i got these error codes after redling azur lane. Any help is appreciated !

[sinful yoke]

@stone dock accounts cant be changed or removed unfortunately, you can try asking support

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[sinful yoke]

@dawn aspen you’ll have to reinstall thats a corrupted missing file

[stone dock]

ok thanks i will email them

[light topaz]

Hello there, I redeemed my code this morning from the AX event and still haven't received anything

[sinful yoke]

they havent been sent out

[light topaz]

Oh

I was panicking. Thanks

[sinful yoke]

[runic jungle]

Hello i got a message that my money was being processed. How long does it take for gems to come?

[spring grotto]

Gems should be in added instantly to your account. How long has it been?

[runic jungle]

It says on my paymaya history its been 15 hrs ago its being processed

[spring grotto]

Ye. They should've easily come in by this time. I'd say go ahead and contact support regarding the purchase so they can look into it and get it resolved for you. And as well also include the purchase receipt for verification purpose. And as well as your account information

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

contact info for support

[runic jungle]

I already emailed them should i send the reference id? And my purchase history? Cause they still arent replying hahaha

[spring grotto]

Well they just got into the office less than an hour ago so that'd be the reason why you haven't gotten a reply. But please do reply to the email w/ the purchase information please

[runic jungle]

Thank you im gonna immediately send screenshots

[spring grotto]

No problem at all

[spark furnace]

Hi. I've been stuck on enty loading screen for two hours now, anyone can help?

[spring grotto]

Which part are you stuck at specifically?

[spark furnace]

This one

[spring grotto]

Gotcha. And do you happen to have your account bound to FB,Twitter,or Yostar? That issue usually comes from corrupted/bad files

[spark furnace]

Unfortunately, no.

[spring grotto]

Gotcha. So one option you could try would be to use file deletion if you happen to be on Android. It'll redownload the asset files while preserving your account data. Steps of how to do file deletion are in the pinned Google Doc in this channel.

[spark furnace]

Thank you very much.

[runic jungle]

Is the staff online right now? Kinda panicking a little hahaha

[spring grotto]

Yepp. They just came into the office. You can seem them online under "Admin" and "Azur Lane Staff". But please do understand that they do have a constantly flowing inbox so the response might not be immediate. But support will be sure to get your items to you

[runic jungle]

Thank you for giving me assurance :)

[spring grotto]

[spark furnace]

Already deleted the necessary files yet the same problem still arise

[spring grotto]

Darn. Hm...

Unfortunately we don't have too much else to try for that error if deleting the all the .version files don't work

The only thing I could think of at this point would be to do a reinstall and then go through the recovery process for the account. But before that, you could try restarting your device since deleting the files. Just to try it out

[spark furnace]

Thanks

[runic jungle]

Tomorrow is the end of the event kinda nervous

I guess ill borrow some money again to buy the cheap ones

I mean gems

[spring grotto]

The event actually goes on until 7/10 11:59PST

[runic jungle]

Ohhh

12:00 PST on my country is 3:00 pm

[spring grotto]

A general rule of thumb is that Thursdays are almost always update days (and when events end). With a few exceptions of course, but this isn't one of them

[runic jungle]

Imma cri

Yeeeettttttt i got a email from yostar

Awwwwww thanks a lot for guiding me @spring grotto

[spring grotto]

No problem at all

[raven flume]

hello guys

which channel for tech sup because im facing trouble with my account after updating the game

[spring grotto]

What's going on with your account?

[raven flume]

my account gone and reset from tutorial, but im already binded with facebook, still after login with it no account detected

[spring grotto]

Okay, did you login with Facebook on the initial title screen? The one with Jean Bart. (Not the settings menu)

[raven flume]

yeah i did with it

then i realized after login and looking in server, nothing appeard any of people icon in server list

[spring grotto]

The icon won't appear until AFTER you log into your old server. So just log into your old server as you normally would

[raven flume]

allright, i'll try to login again ^^

no, its still same begin the tutorial

[spring grotto]

And you're sure you're on the correct server? The one you played on before. If so, please attempt to log into all the servers just to be sure

[raven flume]

allright i'll make sure to attempt login in all server, thanks for helping me

[spring grotto]

No problem. If it's not on any of them, just let me know and we'll go from there

[raven flume]

thanks, it solved

[spring grotto]

Good to hear

[raven flume]

it seems clearing the azurlane stuff in cache makes it game broken so i tried to reinstall from zero, because the size is smaller than before

[spring grotto]

So a reinstall fixed it

[sinful yoke]

interesting

[raven flume]

because already trying to stay after few minute from yo star icon not going into loading screen and black screen

[warm crown]

yes

https://cdn.discordapp.com/attachments/488684387932700672/597978749925064704/Screenshot_20190709_091023.jpg

so aperently same issue

do i need to reinstall the gmae?

[sinful yoke]

[warm crown]

i am saddened by this news

luckily im bound

[sinful yoke]

woo

[manic notch]

is it just me or does everyone's game automatically close after u manage the dorm after a while?

[visual raft]

Hi guys I lost my phone with my account logged in and stuff. My brother ask me how my account is ranked 1 in the EX quest. What do I do?

I forgot which Facebook account it's logged into as well

I spent quite a bit of money on that account I don't want to lose it

[misty crow]

ranked 1 in EX?

regardless, while we can recover your account, we cannot help logging out on the other device

[zenith dragon]

I forget my Yostar account mail password ,I want rebind my account to another email

[visual raft]

The current event

[misty crow]

it is not possible to unbind yostar account at the moment

[zenith dragon]

ok,ty

[visual raft]

I know my account can't finish the event I tried so I'm curious to why its ranked 1. The server I play in is Lexington

[misty crow]

it's possible that your account was used with a hack then

and unfortunately if it gets banned there's nothing much we can do about it

[visual raft]

Best bet is that I just start a new?

[misty crow]

if it was hacked to top ex mode then yes

cos it'd be very hard to prove it wasn't you that did it

[visual raft]

Aite thanks for the help :)

[naive crow]

Is there a way to get your old account back?

[misty crow]

Yes

Do you have your UID or IGN

[naive crow]

Blackotaku98

[misty crow]

Assuming you don't have your UID

You'll have to contact support

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[teal wharf]

isn't recovery still a thing

awh

[misty crow]

It is

But we can check if your account is binded if you have your UID

[real dust]

He scored 9820k pts being level40 commader btw, obvious hacks is obvious.

[naive crow]

What's a uid

[real dust]

9820*

[misty crow]

Universal Identification

I mean

If you're a hacker then good luck

[naive crow]

Meaning?

[real dust]

You deserved it lmao

[misty crow]

They're not going to unban hacked accounts unless you were wrongfully banned

[naive crow]

I've been having the Facebook issue, last year.

[misty crow]

A banned account and a lost account is a totally different thing

[naive crow]

Oh, and I've tried to download this

But it didn't work

[misty crow]

How exactly did you lose your account

[naive crow]

Facebook binding account issue

[misty crow]

Even if you couldn't bind to Facebook, your account is still there
My question is how did you lose access to the account

Was it through uninstalling?

Loss of device?

Factory reset?

[naive crow]

Unstalling, I think

[misty crow]

Then reinstalling it should work

Assuming you didn't overwrite it

Just make sure you go to the correct server

[naive crow]

I don't know if I did or didn't do that

[misty crow]

Try then

[naive crow]

When I had check the server list, none of them had my character in there.

But my girlfriend did told me that she still have my account as friend in Avora

[misty crow]

Accounts are never deleted

Regardless if you don't have your UID

Or Unique ID

Then you'll have to contact cs

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[misty crow]

Just email them with whatever details you have

[ruby pier]

Hello I wanna ask. Why I can't login into game ?in other game I can login

[misty crow]

I think the screen makes it obvious right

You're having connection errors

Either your net is unstable

Or your phone derped and restarting the app should fix iy

[stone dock]

Hi Is it possible to change the e-mail address used during creation Yostar account i sended an email to support but they i guess think that i lost my in game account can someone help how to do this pls 😦

[misty crow]

no it is not possible to change the email

[stone dock]

oh

but if i dont have that email but i linked my acc to FB/Twitter so my account is safe right ?

[misty crow]

yes

[stone dock]

oh thanks what relief

have a nice day

[misty crow]

[lime tundra]

Hi I have a problem

[misty crow]

yes?

[lime tundra]

I bought this

All 15

[misty crow]

those are BP

you need to craft them

it's not the whole weapon

[lime tundra]

Oh thx

xD

I m dumb sry for bothering

[carmine hedge]

how to fix, my main accout username (llirmik) i try to restore old data it start from at saturday i change azurlane into sd card and game not read so i reinstall it after that i login in facebook agian but now azurlane make new account for me

[spring grotto]

@carmine hedge you need to log into Facebook from the title screen and then choose the server you played on before

[carmine hedge]

not work

[misty crow]

well

1. You overwrote your original account
2. You bound your new account
3. You can't unbind if you only have 1 bind

you technically lost your account

anyways do you have the UID of your original account?

[carmine hedge]

no

i bind facebook and use same account but it make new one

[misty crow]

you didn't log in to your account

what you did now OVERWROTE your old bind to your main account

so as of now, your original or main account is inaccessible

[carmine hedge]

Uh now new accout i name it (kimrill)

[misty crow]

whatever it is

you can't access your original account any longer

[carmine hedge]

i want old data

oops

[misty crow]

you'd need to go through the recovery procedure

[carmine hedge]

so i should play agian? ;w;

[misty crow]

please email customer support with your old in game name and whatever else details you have of it

and tell them what happened

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[carmine hedge]

ok thank

[fallen hatch]

Idk if this is the proper channel, but I was at Anime Expo and I redeemed two codes from Idea Factory for Azur Lane by participating in the Stamp Ralley. One Regular and One Deluxe. I also won third place in Akashi's Raffle and the girl has inputted my UID in the system in Lexington for the reward.

Right now I am kind of worried because none of the rewards from both events has shown up from my game yet.

Is there a delay?

[spring grotto]

Rewards haven't been sent out as of yet

[fallen hatch]

Ohhh

[wild ether]

I might need some help here

[zenith dragon]

why

[wild ether]

i switched my phone earlier and it will not start up my game

[zenith dragon]

😫

[spring grotto]

@zenith dragon never seen that one before but looks like a connection issue since it says IP. Can you try restarting your phone, network, and possibly a free VPN if those dont work
@wild ether what do you mean exactly?

[zenith dragon]

I am in China

[wild ether]

It shows the manjuu title but does not load anything after that

It's literally stuck like this, I tried restarting my phone, reinstalling the app and it still doesnt work

[misty crow]

ah yes

ALEN is banned in china

you'll have to use a vpn to play it @zenith dragon

[zenith dragon]

OK，ty

[spring grotto]

@zenith dragon ye. Seems like you'll need to attempt to use a VPN. You can try to download one from your respective app store
@wild ether hm...can you try getting the app from a third party provider like QooApp or APKPure?

[wild ether]

i reinstalled for the third time, and amazingly, the loading screen popped up

don't know what's going on but i ain't complaining

@spring grotto Thanks anyways

[spring grotto]

Well hey, third times the charm. Glad it got resolved though

[wild ether]

tq for the help

[crimson lichen]

Who should I talk to for help...i accidentally used a ship to enhance that i didnt mean to :(

[misty crow]

we cannot help with that

[crimson lichen]

Is there anyone who can?

[misty crow]

no

there is no way to recover lost ships

[crimson lichen]

:( ok lol thanks

[carmine hedge]

idk if i should ask this here, but is there any other way to buy gems besides using google?

[misty crow]

paypal

[carmine hedge]

you still need to connect the paypal to google

[spring grotto]

There are no outside sources unfortunately. All transactions have to go through your respective app store

[carmine hedge]

ok thanks

[normal mauve]

Hello, I had technical problems in the game and had to reinstall it, but before that I did not have time to link an account, I need to restore it but I do not remember the UID code, but I can name all the other information on the account and if you can restore it without UID, please help .

[spring grotto]

If you didn't have it bound and don't have the UID, please contact support via email w/ as much account information as possible (such as in game name, server, and commander LVL) so they can look into it and help you for recovery

[normal mauve]

Thx

[spring grotto]

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

email information in case you need it

[grizzled knoll]

umm why this is pop up

[misty crow]

debug mode

just hide it

[grizzled knoll]

so its like log or similar to it right like in the csgo command log right

?

[misty crow]

yes

[grizzled knoll]

how do i turn on and off this debug

[misty crow]

you turn on by holding down the right hand side of the screen and pinching the very left of the screen inwards vertically

close there's a HIDE BUTTON

[grizzled knoll]

okay imma try it thanks anyway

[naive crow]

I got another question, will your UID be visible in the friend list on another person's account

[spring grotto]

It will not,unfortunately

[frozen cedar]

Hello, I bought enough stuff to get all 3 redeem code for AL, my deluxe and initial one work, but apparently someone have used my classical one? Is it possible to have a staff verify? I have all 3 ticket line up together.

[spring grotto]

What does it say exactly? And are you're sure you're inputting the right code correctly?

[frozen cedar]

Yes, since it doesn't say invalid

It was the 2nd code I try to input, I made sure to refresh the browser too when I retry

and it say the code have been use. (Only the classical one)

Wonder if I can have a staff check it out, I have proof with all the 3 tickets lines up.

[spring grotto]

Hm...I'd say DM Intern-kun or GT when they come online regarding it. They might be able to look into it and figure it out for you.

[frozen cedar]

Alright, will do, thanks x3!

[gaunt frigate]

anyone know why i was card was charged twice when i bought the special offer of gems?

the offer that doubles your gems 600 gems for 4.99,

[spring grotto]

So you were charged twice and didn't receive the gems from the second purchase?

[gaunt frigate]

that is correct

[spring grotto]

Gotcha. And do you want to refund that extra purchase? If so, first attempt a refund from your respective app store. If that doesn't work out, contact AL support via email letting them know that

[gaunt frigate]

yes i would like to refund that extra purchase, I will try out your first method

but i dont know where this refund option is located in the app store

[spring grotto]

So from Apple?

Or Google

[gaunt frigate]

apple

[spring grotto]

Okay. They have 2 ways of being able to do it. First is through the purchase receipt. There's an option for Report a Problem on it. The second one is on their "Report a problem" website that'll do the same

[gaunt frigate]

i clicked report a problem

jk it worked, i just had to refresh the page

[spring grotto]

Okay. Email AL support then at this point and let them know Apple denied it. As well as attach the screenshot as well

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

email information in case you need it

[gaunt frigate]

👍🏻

[spark furnace]

Will my unbound account be recovered after i reinstall the game?

[sinful yoke]

no

theres a chance, but it only works with some phones

[spark furnace]

I emailed AL support and i'm still waiting for the response

[sinful yoke]

they can take 1-10 business days to respond

[paper wasp]

Hello.. i have some problem to my secondary password

I can disabled it.. i surely dumb to forgotten the password

How to fix it

?

I mean i cant disabled it

I Forgotten the password

[austere trout]

Hello ...i have a problem...i was playing the game during a long time but after i deleted the game and forgot to link my acc with facebook...now i cant log in...how can i return my acc ?

[paper wasp]

[spring grotto]

@paper wasp If you don't remember the password, please contact support regarding getting it reset
@austere trout Do you happen to have your UID from your account?

/techsupport

[pale pagoda]

Z23 Sensei

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 a while due to high load, so we ask you to be patient.

[spring grotto]

email contact info

[paper wasp]

Oh sure @spring grottothanks

[austere trout]

@spring grotto uid means nick?

[spring grotto]

Nah. It's User ID. It's a long string of numbers you can find in your profile in game. And as well, you said you didn't have it bound to FB?

[austere trout]

@spring grotto i dont remember uid and yes...i didnt link it to fb

I remember only nick...and server...

[spring grotto]

Gotcha. Go ahead and contact support then as well so they can look into your account and help you out w/ it. Their contact info was in the bot message above

And be sure to include your account information (such as the name and server)

[austere trout]

I have one more question...now i have a new phone. Do i need to find my old one to return acc or not ?

[spring grotto]

Well if you were still logged into your account on that old phone you could get into it and bind your account on there so you could just use that bind to get the account on your new phone

[austere trout]

Nah...i wasnt logged in...cause i had to clean my old phone at all

[spring grotto]

Ah, gotcha. Then you're good. No need for the old phone for your account. Support will work on getting it recovered so you can just use it on any device

[austere trout]

Ok,ty very much

[spring grotto]

No problem at all

[bright path]

Anybody know how you would go about changing which email you are using for your Yostar account?

[misty crow]

there is no way at the moment

[bright path]

Okay.

[gaunt frigate]

rip

rip

took them only about 5 hrs to reply, unexpectedly quick

[sinful yoke]

[spring grotto]

Well they have been working on getting a bigger support team to help w/ all the inquires they get. So that's good to see it's working. Unfortunate for the response though

[frail vigil]

i dont know if its me but i cant sign in, just the loading screen forever

[sinful yoke]

which screen?

[carmine hedge]

hello i call for help but nothing happen no mail to me what i should i do for now

[sinful yoke]

when did you email?

[carmine hedge]

yesterday

i send email to [e-mail] yesterday and explan all problem and nothing happen

[sinful yoke]

they can take 1-10 business days to respond

[carmine hedge]

ok i will wait thank

[sinful flume]

is there any server connection problem in Indonesia? tried to login using mobile data and wifi, but still couldnt enter the game.

[sinful yoke]

sometimes they have connection issues yes

[frail vigil]

sorry, its the main screen before server select

still happening, just an endless load.

[sinful yoke]

enterprise? @frail vigil