sorry for late reply
#tech-support
acoustic osprey
sinful yoke
what happened to the first account? 
do you mean linking as you couldnt get in your account?
acoustic osprey
Its the one im using now, but then accidentally created 2nd account on my email without knowing
sinful yoke
contact customer support and tell them you accidentally bound your email to the wrong account, make sure to include the account's information if you have any, if not, include your email
/techsupport
pale pagodaBOT
acoustic osprey
will do that thank you. Should I ask for account to be deleted or just Server character to be removed from email?
sinful yoke
they will only remove the email
acoustic osprey
And after that can I bind the account I actually use to that email then?
sinful yoke
yep!
acoustic osprey
Thanks for the help 
dusty widget
Hi! I have an issue with Anime Expo codes, which I redeemed during the weekend of AX. I sent an email when rewards were distributed, but have yet to receive a response
sinful yoke
send a follow up response by replying to the original email
dusty widget
Ok I’ll keep trying, thanks
oak stream
Need help recovering my account, I know my server and have my google play recipts for purchases
I swear i linked my account to my twitter, can't recover it and linked to a email
sinful yoke
what happens when you try to login?
oak stream
blank slate
i checked the server
s
at this point ive accidently made like 5 accounts
and im just trying to get my old one back
sinful yoke
are you sure you're logging into the right twitter?
oak stream
ive tried all three of mine
waitup
....
i found it
it wasnt showing up as a character
sinful yoke
logging into an account will not show the character icon
sinful yoke
oak stream
i just figured out the server todayt
i found a old title screen screenshot from myself
sinful yoke
I thought you knew your server?
sinful yoke
well it is a good thing you got in
oak stream
now i missed a million events
forest kraken
spring grotto
Did you just walk over a submerged enemy sub?
spring grotto
Yeah. That sounds likely. There's an issue that if you retreat from an enemy sub and go over it while it's submerged, you get solflocked
spring grotto
Unfortunately not that we've found yet. I'm sorry 
candid hollow
This issue is regarding my accoutn me like an idiot got my twitter permanently suspended and im wondering if i make a yostar account and bind if it would reset my progress
crude maple
if you can still access your account you can bind your yostar email in settings>account.
This wont reset your progress
sinful yoke
you can also contact customer support to disconnect the suspended twitter account
for a more detailed how to bind a yostar account, check pins
spring grotto
It's a known issue that can happen at times. A restart should ideally fix it though 
earnest galleon
ripuru its okey thanks ♥
fickle palm
can a tech message me pls i need help with my account
spring grotto
Sure, I can and try to help
scarlet robin
game keeps crashing when i try to open docks 
misty crow
do you have an l2d skin equipped
misty crow
i only had issue with buki's weirdly but eh, we have a blanket card
heady cloud
I was doing my 5-2 hard. first two run normal loading map and instant bos... third one on safe map on hard mode resp me battle as on normal map i mean feew battles and then bos 🤔
misty crow
Did you turn off clearing mode
misty crow
Or did you accidentally select the wrong map
heady cloud
Nope
heady cloud
Kek, after switching into pc it start to work normal
noble trench
Hello, I am on iOS and every time I wish to purchase anything, the app store makes me re-verify my payment method. This causes Azur Lane to double charge me every single time and I have to contact AL’s customer support for a refund. Is there a workaround for this problem?
misty crow
@noble trench
deep plinth
Hello. Help me please. I created 2 account for my sister on another server, but her account was linked to my Twitter and Facebook accounts. I logged into her account and disconnected the link from my twitter and facebook and linked the Yostar account, but now my account is linked to her email. Is it possible to somehow untie one account from another or delete the one I created recently
pale pagodaBOT
carmine hedge
Hello can somebody help me I a bit of a problem with purchase. And the money is gone from my bank account. I wanted to send a email but I can not share my account because then I get a error
So what can I do now ??
misty crow
You can just share the transaction in the play/app store
Take a screenshot
And then send that
carmine hedge
I already have them and do I need to send to the email ?
misty crow
It would be better to have proof of purchase ofc yes
carmine hedge
Okay thank you
bitter sentinel
hello, how do i log in with another account on same device??
i tried tap log in with Facebook with my friend email but still log in-ed with my account
misty crow
bitter sentinel
should i unbind on my account 1st? before try to log in with my friend account?
modest knot
Theres logout option in settings iirc
misty crow
No there's no need to unbind
And that log out just brings to main menu
Is your friends account even binded
bitter sentinel
yeah, his account already binded
bitter sentinel
||still kinda scared to try it 
||
bitter sentinel
oh ok i see.
btw tq for the info :3
carmine hedge
I send a email but is it normal that it takes 3 houres ?
misty crow
You would be expecting a 1-8 working day response time actually
3h is a miracle for any customer support
especially when they ended work for the day 3h ago
carmine hedge
Aah okay thanks :)
winter ermine
Over two months and still nothing
craggy dew
How much dark stars i need to complete the event?
spring grotto
That's more of a question for #gameplay-help sorry
craggy dew
Ok thx
verbal spire
Hello
sinful yoke
verbal spire
I made a payment for the trade license
But never got it in game
I screenshotted the receipt on PayPal as well
sinful yoke
are you able to see the trade license in the shop?
sinful yoke
you sent a message to the help section?
verbal spire
Yep
sinful yoke
how long ago?
verbal spire
I may have called it merchant pass instead of trade license tho lol
20 minutes ago ETA
sinful yoke
it will take much longer to receive a response than 20 minutes, especially because staff arent at work at this moment
verbal spire
24 minutes ago exactly*
sinful yoke
it can take up to 1-8 business days but we believe its on the more close end
verbal spire
sinful yoke
sinful yoke
they live in china
verbal spire
I assumed they had an NA branch
sinful yoke
they have an english team but they still live and work in china because yostar offices are only in japan and china afaik
sinful yoke
they’ll be back in around 7 hours
verbal spire
Well, here’s hoping
Idk how I got transaction error but PayPal still charged me
That’s rather annoying
If PayPal never charged me I wouldn’t care reeeee apple
sinful yoke
in due time you’ll get your item 
verbal spire
Do you think a PayPal receipt will be enough?
Since apple is the middleman it doesn’t say the payment was to yostar but to iTunes instead
sinful yoke
if it has an order id it should be
verbal spire
Yeah, that it does I think
sinful yoke
apple generally sends receipts delayed up to 8 hours though
verbal spire
Transaction ID yeah?
sinful yoke
yes
sinful yoke
carmine hedge
Who do I speak to about not receiving gems after purchasing?
pale pagodaBOT
sinful yoke
be sure to include your username, server, UID, and a receipt of the purchase
solemn axle
Hello, my game stuck at loading screen, but hours ago it can run normally, why is it?
spring grotto
Very likely it could be a connection issue. Which screen are you stuck at to be exact?
sinful yoke
whats the issue exactly other than the loading? any additional information?
snow schooner
After I play one battle, when I play the second, a load screen appears
And happens always that I restarted my play
I restart my game always and always and the issue dont dissapears
:(
sinful yoke
can you try disconnecting from the internet to something to data and try again?
snow schooner
It happen with the data too
and one thing more
wait
The screen have like a ghost effect
sinful yoke
can you try turning on log mode when the infinite loading happens?
is this persistent?
snow schooner
Where can i do that?
sinful yoke
solemn axle
@spring grotto at start loading screen, enty pict
spring grotto
Can you post a screenshot of when it's getting stuck exactly?
solemn axle
@spring grotto
sinful yoke
guess I have to download it 
snow schooner
😕
sinful yoke
@snow schooner if you can get log mode on that'd be great!
spring grotto
@solemn axle Gotcha. So when the game gets stuck there, it's 99% of the time a file error. If you have your account bound, you can do a fresh install. If you don't have it bound to Facebook, Twitter, or Yostar you can do a file deletion to keep your account data (steps to file deletion are in the pinned Google Doc)
snow schooner
@sinful yoke here is my experience
solemn axle
Oh.. i've bind my account to social media
sinful yoke
I was hoping you’r get a log mode of the loading
solemn axle
Thank you
sinful yoke
can you try a file repair in settings? @snow schooner
snow schooner
How?
sinful yoke
go to settings and in one of the tabs it will say Repair
sinful yoke
in settings
snow schooner
i will try it
sinful yoke
snow schooner
this bottom? 
sinful yoke
yes
sinful yoke
it did not work?
sinful yoke
can you try reinstalling?
snow schooner
well
That will be my ultimate salvatiom
N
I will try it
Ok
4gb
Bye
Thanks anyways, u try ur best
Me too
flat umbra
is there any way for you all to delete a facebook link if i don't have the account anymore?
as in i don't have the facebook account (deleted it)
spring grotto
For normal users, unfortunately not if you can't access the account anymore. But email support and let them know you want it removed but can't get into the FB account anymore. They should be able to help you out w/ it
/techsupport
pale pagodaBOT
flat umbra
ok
i mean it's not like it does anything i guess
it's not like i plan on linking a new acc or anything
thanks
spring grotto
No problem at all
snow schooner
@sinful yoke it work
sinful yoke
good to hear!
snow schooner
I thing it was cos I change my device recently and I transfer my data from dat device frome one new
For
Anyway thx
tame lantern
Do I just email azurlane itself?
misty crow
Did you select the correct server after logging in with your bind
tame lantern
@misty crow Yes Avrora
My server was Avrora and this happened before the server maintenance
My loading screen became the bismark one
I don't have the Alabama loading screen
And the Facebook and Yostar accounts happen to have not work
Also I don't have any twitter
Any help @misty crow or advice. Already emailed Azur lane haven't gotten a response yet
misty crow
Frankly still not even sure how this happens
But a reinstall is definitely in order
tame lantern
What's the possibility of me getting my account back?
misty crow
You did bind right
I mean I suspect you can't log in cos the game isn't updated properly
tame lantern
I did bind but it wont work
upbeat wave
My game won't load. I've already cleared the cache and tried a reinstal. Any advice?
spring grotto
Try a different network connection, restarting your device, and also possibly a free VPN to see if that helps
upbeat wave
No, now the problem is worse than before. Now it's just a black loading screen with side bars after the three logos appear
spring grotto
What did you try so far?
upbeat wave
Different connection, restarting, reinstalling, and double checking that it has the right permissions
spring grotto
Well the next two things I would say to try would be to use a free VPN just to see if it's a very persistent network issue. Or trying to download the apk from a trusted third party source like APKPure or QooApp
errant owl
13days and no one reply my mail about purchasing problem
what are you guys doing? laze around?
🤔
spring grotto
Did you send it to the correct email address? al.cs@yo-star.com? If so, if it's been over 8 business days (so weekends not included), we here can only say to send a follow up email
errant owl
yes, that e-mail address
magic hound
Hello. The account is connected to twitter, facebook and yostar but I can not log in to the server. Server Washington. Account DrDart
I changed my device
spring grotto
Did you login w/ those options on the title screen as shown in this picture?
magic hound
yes
errant owl
@spring grotto Do I need to send it again? and if I send it again. How long do I have to wait?
spring grotto
@magic hound So what happens when you log into Washington then?
@errant owl Send a reply email to your first one as a functional bump. As for the time frame, we can only give you same estimate sorry to say 1-8 business days
errant owl
79.99$ is not a few amount of money tho
magic hound
Training begins
spring grotto
@errant owl Of course it's not. But unfortunately for purchase issues, there isn't much more we can do here besides direct you to support's email
@magic hound Are you sure you bound correctly in the settings menu in game?
errant owl
@spring grotto Reply sent.
magic hound
Yes
spring grotto
Can you try logging into all the other servers then?
magic hound
Now everything is working. Connected normally. Thank.
humble narwhal
Anyone know why i cant download the update
spring grotto
It could be a connection error. Could you try restarting your device, trying a different network, or possibly restarting your network to see if that helps?
humble narwhal
Tried all 3 still no luck, really unsure the cause of this one
spring grotto
Well the next two steps I'd suggest would be to perhaps try a free VPN to see if that solves the issue. Or if you happen to have your account bound, try a fresh install as it could just be a file issue
tame tartan
Im wanted to try out the game but for some reason I constantly get a 'system UI has stopped working'. Like it happens instantly when I open the app, I have a samung A8, is there a known issue with this phone or am I just unlucky?
humble narwhal
Do yo uknow if there is a way to check if my acc is bound without having to open the game i rly cant remember if i have it bound
spring grotto
@tame tartan Unfortunately that's the first we've heard of this issue. Do you even get to see the company logos or anything?
@humble narwhal Do you happen to have your UID?
it's a long string of numbers that can be found in your profile in game
tame tartan
@spring grotto nope, I dont see anything, first it used to say something about permission(couldnt read the rest of the text bcs of the crash popup), so I gave all possible permission to the app so the permission text disappeared but the crash stayed
only thing I see
tame tartan
yeah, already did that a few times and just did it again, nuffin..
restive furnace
misty crow
restart the game
humble narwhal
@spring grotto any other way besides the uid
I think I connected it to my twitter or facebook i just cant remember tbh
spring grotto
Unfortunately there is not an official one. But you can check your app permissions on their social media websites and if you happen to see AL under it, that almost always means it's bound.
@tame tartan Unfortunately I'm not too sure then. There hasn't been any other issues w/ Samsung devices that we've heard of. You could try another fresh install if you'd like to see if that solves the issue (assuming you haven't already).
humble narwhal
Do you know where i can search for app permissions exactly
spring grotto
For Twitter, it's under "Settings->Apps and sessions". As for FB, I'm personally not too sure actually but I'd imagine under the account settings somewhere
paper swift
what was that hotfix just now?
humble narwhal
Doesnt look like its on twitter, maybe fb if i can figure it out
I can prob tell you how i think this happened though. I was playing last night before maintenance and closed my phone without closing my app. Then wokeup with maintenance already done and servers still up, when i unlocked my phone the game was running still and it said would you like to reconnect and it let me into the game without needed to update at all and it was like rly glitchy. Then i closed it and tried to reopen and now its days file (4) failed to update
Weird situation
spring grotto
Huh. It's very likely it could be a file error then, yeah. Well if you don't happen to see AL under Facebook, you could try a file deletion. It's a way to force the game to redownload the version data while still preserving your account data. Steps of how to do it are in the pinned Google Doc
humble narwhal
The oneyou posted on march 20th?
spring grotto
Yepp. It'll be towards the bottom of the doc
humble narwhal
You think that only works for android users?
spring grotto
It is for Android only. Do you happen to have an iOS device?
humble narwhal
Lmao sadlyyyy
spring grotto
Darn. Well I'd say you could double check under FB to see if AL is there. If not though and you're wanting to try a reinstall, you could send an email to support afterwards in regards to recovering your account if it truly turns out that it wasn't bound
humble narwhal
You think i should do that or email them now about this issue
About not being able to update
Think they would tell me the same stuff you told me though
rigid robin
I can confirm Cleveland's new skin has the proper background now, at least
spring grotto
@humble narwhal Yeah, you can to see if they can offer any insight to the issue. But the response time can be anywhere between 1-8 business days (but ideally on the lower end as of late)
@dusky fossil Probably some of the issues such as the challenge mode not having the level lock, ships having the wrong name in the challenge mode, and (as mentioned above) the new Cleve skin not having a background
echo gulch
Is there a hacker report feature. Currently 2 of the top 3 players on Washington for EX mode are level 29 and 46... when challange ex mode is only avaliable if 80+ commander level....?
spring grotto
@echo gulch There was a bug where the level lock wasn't active for the challenge mode. They'll be accounted for though and dealt w/ appropriately
humble narwhal
Do you have the email i can send it to strudel
echo gulch
pale pagodaBOT
spring grotto
dusky fossil
i think i may know what caused System UI has stopped error in @tame tartan case above ...
did you by any chance update android OS from 8 or below to recent OS 9 Pie ?? ...
if yes , that what cause system ui error ...
( hope i was wrong )
tame tartan
it says my android version is 8
humble narwhal
Sent a detailed email to them, sucks ill lose the daily rewards and other stuff from event :/ @spring grotto thanks a lot for the help
spring grotto
No problem at all and hope they can get you solved out
dusky fossil
@tame tartan may i ask what device ??
tame tartan
samsung a8
dusky fossil
weird .. my a8 updated to Pie and play game smoothly ...
have you updated it to Pie ??
@tame tartan
welp .. he gone ...
🦀 🦀 🦀
humble narwhal
@spring grotto sry to bug you again but what do you think about this
If i offloaded the app and reopened
humble narwhal
User yes and server region yes not the uid tho and that stuff
sinful yoke
that should be alright, as long as you know those
humble narwhal
I emailed them but its probably gonna take a while for them to respond and im losing the event stuff ):
You think use the user name and region is enough if somehow it deletes my data
sinful yoke
yes it is enough
calm turtle
simple shoal
when I tried to login this always appear when the loading is finished and it restart again and again. What is the problem?
sinful yoke
@simple shoal does it crash without you pressing anything?
simple shoal
yes
sinful yoke
is your account bound? @simple shoal
simple shoal
I create account using fb so i never had to bind it
sinful yoke
it looks like you will need to reinstall or try offloading again
make sure to use wifi
@simple shoal it is still bound in that case then, can you try reinstalling?
pallid reef
Hello @sinful yoke I’m having an issue where I can’t move my ship in the event? Do I just need to retreat?
HMS hood here is sitting on top of a enemy sub
sinful yoke
ah unfortunately that is a bug
if restarting the app does not work then you will have to retreat
humble narwhal
Yeahhh i dont wanna uninstall or ill lose my data i believe, maybe ill offload again but not sure if its gonna work
And will have to wait to get a response from my email isent if that doesnt work
tame tartan
@dusky fossil thx for the tip, it works now :D
molten ledge
So I just recently started playing. During the tutorial, I keep losing connection during the Bismark part at the beginning as soon as she gets the shield. I press reconnect and it just gets stuck at loading. I've tried restarting the game and also tried reinstalling and it still does it.
@sinful yoke (Sorry if I'm not supposed to ping)
spring grotto
@molten ledge And it's always at that one particular point?
molten ledge
Yup
spring grotto
Gotcha. So can you activate log mode and then get a recording or a screenshot of it?
video of how to activate log mode
molten ledge
I'll go do that now
sinful yoke
pinging is fine but I wasnt on my phone at the time you did
molten ledge
So in the log it says "reconnect success" but then it still says loading
spring grotto
Got it. So there have been a good couple of people mention such as issue. So I will ask that you send it in for a formal report and then I'll also offer some possible workarounds in the meantime
!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
spring grotto
steps for reporting
simple shoal
Not right now, although I can login If i wait for the restart loading to finished.
sinful yoke
then does it crash if you login?
humble narwhal
I wonder if any of this is useful info for my issue
spring grotto
It definitely could be. If you'd like, send it in a reply email to your initial one
At the very least, it couldn't hurt
humble narwhal
Should i wait for them to respond first 🤔
sinful yoke
I would suggest you send it now instead of after
sinful yoke
@tiny yarrow is your connection stable?
tiny yarrow
Maybe not since I am using my phone as a Hotspot but I can login on my phone fine
supple holly
Has that hotfix for tirp voice deployed yet?
carmine hedge
is it possible to transfer from ios to android?
sinful yoke
yes just bind your account and login on the other device
carmine hedge
ok thanks 😃
carmine hedge
Make em restart cus I don’t believe that score at all
sinful yoke
carmine hedge
Hacks were SOOOO used
sinful yoke
yes.. so they will be banned
sinful yoke
yes!
can you try contacting google or apple to see if they can refund the double charge? @terse horizon
terse horizon
okay ill try that first. what happened was i was trying to get the daily supplies card and when i paid for it, nothing went through, then i got it again and it went through. i thought it was a glitch so i just bought it again but it shows up twice on my bank statement
ill see if they can help
Everything was resolved and the refund was processed. Thank you <3
sinful yoke
woo!
carmine hedge
I need help
spring grotto
What exactly is the issue?
carmine hedge
I can't collect the rewards for the oil expension
sinful yoke
for san juan?
carmine hedge
Yeah
spring grotto
It's daily. One reward is given out daily
carmine hedge
Ooh
golden oak
How do I turn off the vibration when getting a new ssr ship?
spring grotto
I'm not too sure which one it is but it should ideally be on of the notifications in settings. Perhaps "New ship buzz" but I can't say for sure
golden oak
I turned it off but I still got the vibration
spring grotto
Hm...I personally can't say then. I always have my vibration turned off so I've never had to fiddle w/ it. But it should be one of those I'd think
surreal meteor
@spring grotto does SE sound does anything about the vibration?
spring grotto
Uh I'm not too sure what you mean by SE sorry
abstract vector
where can i report cheater ?
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
sinful yoke
my lord I did that!!
you can report players there
if its about the ranking scores though, they will most likelt be banned in the next cheat wave
abstract vector
in this channel ? or DM belfast ?
sinful yoke
belfast
abstract vector
looks like shes doesnt like that 
abstract vector
already done that one its doesnt work either
sinful yoke
it gives you the same message?
abstract vector
yes
sinful yoke
let me see if I can contact bot dev to see whats happening
but it worked for me oddly enough!
shrewd linden
Can someone help with double charge on my gem purchase?
surreal meteor
@shrewd linden try contacting google play or the ios store if your using ios
subtle sedge
A lot of the time, when I go to view the Dock, the screen will go completely white and the app will restart itself. Wondered if anyone else has had this problem?
north kernel
What’s with the phone verification?
north kernel
Oof spam bots
subtle sedge
Is something supposed to happen when you try file repair? I got no feedback lol
sinful yoke
yes it will prompt the update screen
distant silo
So there was a mini-update prior to the change in server time and the game forced me out and prevented me from collecting a event daily. The one for completed 15 wins. So how am I supposed to get these now?
Was just able to log back in and I wasted my time with that daily. It would have pushed me to the next phase for the Ashen Bonus page.
Really frustrated that I got screwed out of important event credits....
north kernel
Not letting me save room this shows up
carmine hedge
I built 3 ships from light banner and only got 2 ships with a message "no ship at dock", I tapped too fast and didnt get a screenshot
north kernel
@carmine hedge perhaps your dock is full?
magic ferry
Hi my Game Crashes everytime I reach the Login Screen. And I think this issue has started ever since I last Updated my Phone to Android 9. Can anyone help?
carmine hedge
@north kernel its 374/380 before then after build 376/380,i know i built 3 because the event mission build three ships got done.
The build wont get finished when you construct ships exceeding your dock.
So... I lost a build?
dark furnace
What kind of update is this? Or will they tell us about it later?
misty crow
They'll probably inform us later
silk hemlock
yeah was gonna ask about it and what specificly it will affect so im asuming my yostar and UID will save me trough this
devout geode
Hi there. I'm receiving a 100210 error code when I try to change my twitter account binding. How do I fix that?
spring grotto
Hm...I don't believe we have a true solution to that error code. But is that Twitter account the only bind on your AL account?
devout geode
Nay. I added a yostar account recently.
spring grotto
Hm...and you are trying to unbind in the settings menu yeah?
devout geode
Aye.
When I do, it gives me the 100210 error, and it neither let me log out of my twitter account or try switching to another one
spring grotto
Gotcha. Well the only other case we had of that error was due to internet issues. So perhaps that's the issue? You could try restarting your device and using a different network if possible to rule it out. But unfortunately we can't say for sure. If those solutions don't work, the next option would be to contact support via email and let them know the issue and they should be able to unbind it for you manually
/techsupport
pale pagodaBOT
devout geode
Alright. Will check that out and see if that works. Thank you!
spring grotto
No problem at all
tough idol
Hello. Does anyone had the issue where some medallions are completely stuck? I have 5 currently on my profile, but 3 of them are stuck is the old state and I can't unequip them, I can only interact with two and others doesn't even show that they are equipped.
spring grotto
You need to turn off "Show highest" and you'll be able to see the older medals and be able to unequip them
tough idol
Oh, thank you. That worked. Didn't even realised there was an option, it kinda blended into the background for me.
spring grotto
Yeah, it can be a little confusing at first and no problem at all
next zinc
Is it possible to connect your account from your phone etc. to blue stacks?
spring grotto
Yepp, you can. Just be sure to bind your account and you'll be able to use it across multiple devices. Steps to binding(steps 1-3) and retrieving(steps 4-5) are in the pinned image in this channel
next zinc
Tnx lad.
rapid glacier
Hello, I forgot my account credentials what can I do?
spring grotto
As in you had it bound but don't the bind you used? Or not sure if you had it bound?
rapid glacier
I probably binded it to something but I play so long time account that i dont remember neither the account and the server
Does EN server have an assistance like the JP? I sent the my ID and other informations and they gave me back the right credentials
spring grotto
Well they can look into your account, but they'll need to be able to locate it. Which would require information such as the account name, server, UID if possible, commander LVL if possible. Information such as that.
rapid glacier
The problem is that if I event enter in the right account I dont know into what server I played
actually I manually trying but gosh it will take a looong time
wait actually in the infos there a little icon that says "your character", does it appear in the player server?
rapid glacier
btw none of my accounts have a player icon on any server 😦
where I can contact assistance?
spring grotto
The icon won't appear until you log into the actual account so you have to fully log into the server first. As for the contact info
/techsupport
pale pagodaBOT
spring grotto
and be sure to provide ALL the account information that you can as they'll need to be able to locate it
humble narwhal
Can they locate it without the uid
I gave them all the other info like account name account lvl region server etc
And they said you can fix the issue by uninstalling and reinstalling but i would lose my data i think
spring grotto
Yeah, accounts can be found w/ UID
humble narwhal
What about without
spring grotto
They can find it w/o. But they'd need more information such as in game name, server, commander LVL, and the like
spring grotto
Yepp. Given enough information, they can locate your account and also help you recover it if need be
humble narwhal
😮😮😮
Isnt it weird then that they told me this
After i gave them like all the details of serve rregion acc stuff etc
spring grotto
How does that conflict the information they gave you? You asked them how to fix the issue, correct? And they are only able to give you that solution it seems
humble narwhal
Yeah if you remember the issue yesterday, i couldnt update the game for some reason, but if i did what they suggested wouldnt i lose all my data?
spring grotto
More than likely. There a few cases of accounts persisting but that's only on Android really.
humble narwhal
Or can they get the account back even if i uninstall
With that info we talked about like account lvl region etc
spring grotto
Yepp. If you let them know that you need help recovering it and give them the account information, they should be able to help you
humble narwhal
Hmmmm so you think i should wait before uninstalling then
Bc i just replied to that email^
Telling them it “would probably make me lose all progress and data, so if theres a way to help me keep my data first and then uninstall”
carmine hedge
you could backup the game's data and cache and restore it after you reinstall i think
rapid glacier
/techsupport
pale pagodaBOT
spring grotto
If you'd like to wait just to get confirmation from them about any other solutions besides an unistall yeah, I'd say wait
rapid glacier
thanks for the infos, I'll keep you updated
humble narwhal
Cant backup bc i cant log in bc the update :/
Yeah hopefully they respond to my last email
Im like bugging out bc i dont wanna lose my data and all the progress i made lol
carmine hedge
uhh you don't backup the app data from in game
humble narwhal
Oh then how
carmine hedge
well you could google it maybe you can backup with an app or something or idk i tried
humble narwhal
Would prob be different bc im on ios and i think its hard to do anything with files on apple phones
Maybe its possible idk, ty for helping tho
humble narwhal
I just gotta make sure to bind my account next time for sure i guess, im unsure if i did and if i did i dont remember which platform i binded to
rapid glacier
Will the al.cs@yo-star.com mail respond also for EN server requests?
carmine hedge
yes
rapid glacier
also Is using Nox emulator considered "legal"? I need to write the device used
carmine hedge
@humble narwhal clear app cache in iphone settings but you'll have to redownload a lotta stuff
rapid glacier
and I also used the emulator
carmine hedge
Cache and not data
humble narwhal
Can you even clear cache in iphones
carmine hedge
idfk
humble narwhal
I know you can do this
humble narwhal
But it didnt work even
When i offloaded
Yeah this phone is literally a touchscreen version of old flip phones
Cant do sht
hollow frigate
Hey
I already bind my account
But when i tried to open it on new device
It simply didnt exist
hollow frigate
Yes
Is it because it still logged in on another device?
Iam not opening the app on another device tho
spring grotto
No, that wouldn't be an issue. So if you logged into the correct bind option and you didn't get any errors or anything, you need to choose the correct server. It needs to be the one you played on previously
hollow frigate
Both andro
spring grotto
Accounts are tied to their specific server so you need to fully log onto your usual server to get your account
spring grotto
Are you sure you're using the correct bind option? And if you're using Facebook or Twitter, make sure you're using the correct account if you have multiple
spring grotto
So w/ the Yostar, you put in the SAME email and generated a new code on the new device?
hollow frigate
Ja
It have the low level account
Thats why i tho
I cant have same account logged in
At same time
The low lvl is on another server
spring grotto
No. It'll just force log out the other instance of the account. It won't be the issue. But check all the servers
hollow frigate
So... What is happening here?
spring grotto
Well from looking at your screenshots here, you have logged into Lexington on one device and Washington on the other. Those are two different servers so that'd be why you're getting different accounts when logging into them
hollow frigate
My main acc is on Washington server
Why on one device
It simply didnt exist?
Your character icon show which server ur acc exist right?
spring grotto
Icons won't show up until you log into the server fully
hollow frigate
Hmmm
But when i logged in to Washington
It goes to tutorial?
Is it normal?
Haven't finish the tutorial tho
If i can get my account after the tutorial
spring grotto
So this device right here has only logged into Lexington. If this is your new device, then you haven't logged into Washington yet. If this is your old device, your account is on Lexington then. https://cdn.discordapp.com/attachments/488684387932700672/609086489846087709/IMG_20190809_011043.jpg
hollow frigate
Its new device
Hmm
Now its worked man
Damn i just waste u guys time duh
I dont know why it goes to tutorial
The first time i logged into Washington
spring grotto
Well as long as it's all fixed, that's good to hear
hollow frigate
Thanks man
tame spoke
hello tech support? can you help me with failed purchases?
sinful yoke
did you get charged but not get the item?
teal wharf
Your payment receipt and your UID (string of numbers under your profile)
/techsupport
pale pagodaBOT
tame spoke
thx
heady relic
Can you unlink your yostar account?
asking for a friend, he can't figure it out, so just making sure if it's possible to unlink yostar account or not
spring grotto
From the user, there is not. But they can contact support via email as they seem to be at least be able to modify them and also possibly unlink them.
/techsupport
pale pagodaBOT
spring grotto
No problem at all
heady relic
I have another question, for me. If I make a yostar account, but already have my twitter and fb linked, I can log onto another device with any method (yostar, twitter, fb) or does the yostar account take precedent?
sinful yoke
you can log in with anything
humble narwhal
Do the ppl who answer those tech support emails have certain hours they work and answer enails
spring grotto
Yeah, they work a standard day around 9-5 but they're based on China's timezone. And they work on weekdays only
sinful yoke
2 hours
humble narwhal
My brain
wide siren
anyway i can undo a skin purchase?
humble narwhal
Ok regardless i hope they answer my email soon 
sinful yoke
purchases made with gems cannot be refunded unfortunately @wide siren
wide siren
not even when u buy by accident?
spring grotto
Nope. Support has a firm standing on them since they have confirmation windows before you make those purchases
violet agate
Hello i had a account but it made me start over
sinful yoke
did you bind the account?
sinful yoke
did you login to the account in the main menu?
violet agate
Yes but it doesn’t remember
sinful yoke
user id
it is your identification, its a string of numbers
I will get an example
a screenshot of this?
violet agate
Yes but cant remember
sinful yoke
are you able to send a screenshot of it? or do you not have a picture
sinful yoke
do you remember what you bound your account with?
violet agate
sinful yoke
and when you login, its at the title screen?
violet agate
Yes but i cant log out ether
But had to start over but johnpaul is still on the same spot
sinful yoke
what do you mean logout?
sinful yoke
can you send a screenshot of your server list where you're trying to login?
violet agate
I can try but there two names johnpau and Johnpaul in the same sever name clearly can’t log out from the Facebook in reset it
sinful yoke
can you try all servers?
sinful yoke
do you have multiple facebooks?
sinful yoke
do you have access to your Johnpaul account through another phone? or did you happen to reinstall
violet agate
I still had this phone didn’t no there was a hack in Facebook then it restart me
Or a new update to phone
sinful yoke
can you check your facebook to see if it still has app permissions to Azur Lane?
sinful yoke
it should be in your settings and under app permissions
violet agate
Yes in no i have a iphone
sinful yoke
in facebook
violet agate
If its call apps in websites then yes its on
Sec lex is trying to remember me
Just need the numbers in a plase to log in@
violet agate
Some reson it didn’t give me chose like the last time but i some reson it trying to remember
Ether i beat it or not
Can’t remember
But I think sandy still has my numbers
I need to get in
violet agate
Yea
sinful yoke
did you bind your johnpaul with that as well?
violet agate
No but i cant unbind johnpau ether
sinful yoke
does it say johnpau is bound to the same facebook?
violet agate
Johnpaul and johnpau are my account names for sandy
Stuck in a pickle if i cant log out of facebook to start over
sinful yoke
can you send a screenshot of your server list
violet agate
It won’t let me how do i do it
sinful yoke
do you know how to take a screenshot on iphone?
violet agate
Engineer nope
sinful yoke
what iphone do you have
sinful yoke
you have to press the home button and the power button at the same time just once and it will take a screenshot
violet agate
sinful yoke
did you happen to reinstall the game or get a new phone?
sinful yoke
did it restart after you bound the account?
violet agate
It restarted win i was playing
sinful yoke
you reinstalled?
violet agate
Yea both times can’t get past the login account
sinful yoke
can you contact customer support and tell them your account was replaced by a different one?
make sure to include account information for both account
/techsupport
pale pagodaBOT
violet agate
Were do i find customer support
spring grotto
The email is listed in the above bot message al.cs@yo-star.com
carmine hedge
My friend's account on avrora server is resetted. How to recover it?
He already binded it to facebook but still have to play from very first
spring grotto
Did he log in w/ Facebook on the title screen?
violet agate
Hello sorry too bother u but can’t get help to cant find customer services or ne the uid but dont no it
spring grotto
The support email is al.cs@yo-star.com and if you don't have the UID, that's okay. Your in game name and the server you played on is enough
And commander level if you have it
violet agate
My commander level i dont no it but i well try to remember it
carmine hedge
Yeah, he did
spring grotto
And he's sure he bound it to Facebook in the settings menu in game while he was still logged into the account?
distant silo
So I don't think my question got answered. q_q
sinful yoke
can you reask it?
@distant silo unfortunately if you got disconnected there is not much to do
distant silo
@sinful yoke It wasn't that I got disconnected. It's that the game forced me to update the game and it because of that I was unable to claim the 300 event currency for yesterday.
Because the game will force you out of it is the game version doesn't match the server.
sinful yoke
that is what I meant
it is like in games when they initiate maintenance they will disconnect players in chunks before fully closing it down
you can try contacting support, but I do not think they can do much
/techsupport
pale pagodaBOT
sinful yoke
once you get a response an update would be great so I know if they actually can or cant help!
carmine hedge
Yup. He got the error message but he forgot the dialogue
I was playing D1 and all of a sudden the game says I've run out of time after 30 minutes yet the timer still said I had 11 hours left. Not sure if anyone else is experiencing this.
slim thunder
the angel event chapter proced while in the new game mode
rapid glacier
updates about my situation
Yostar assitance responded to mail email, they told me what twitter account I linked, problem is that my character is not present in any of the 4 servers
now, is the PlayStore EN version the same as the QooApp EN version?
sinful yoke
there is only 1 EN azur lane, so I would imagine so
median needle
yes since they're connecting to the same server. doesn't matter where you download it from.
rapid glacier
damn it
where the heck is my acc
I hope that hey understood I asked regarding EN server
sinful yoke
I dont know what happened between you and toaster but did you for sure login at the title screen?
sinful yoke
do you have multiple twitters
rapid glacier
yes, I purposedly mailed yostar assistance to know wich account I linked
sinful yoke
and they told you the account?
frosty flame
What does this mean
left barn
they just cannot
median needle
it means ones of the ship girls in that fleet is currently doing a commission.
sinful yoke
@rapid glacier send a reply saying that
sinful yoke
its cs for azur lane en 
plus how would they know your account is bound if theyre looking on a different version
rapid glacier
I also have a JP account (which is where i mainly play) with the same in-game name
sinful yoke
server would be different
rapid glacier
yes, but they havent specified the server
sinful yoke
its most likely because you're asking for a bind check
so your account could be on any server
if they located your account though, you probably gave your server and username?
carmine bronze
help me, i lost my account, i uninstalled the app long time ago, i sure I've bind my account with facebook because I've uninstall and reinstall the app once, here screen shot from my friend trying to search my account
sinful yoke
did you try logging in with facebook?
rapid glacier
just the username, not the server
sinful yoke
oh interesting, you can always ask them where they located the name too
rapid glacier
ill just wait for a resposnse on the mail
carmine bronze
yes I've logging in with FB
sinful yoke
do you know what server you're on?
carmine bronze
sure, I play at Avrora server, because i joined a guild in avrora server
sinful yoke
can you send a screenshot of your login screen with alabama?
carmine bronze
like this?
carmine bronze
done
sinful yoke
and even while logging into avrora, you're still not in your account?
polar nimbus
Lost those tier 4 iron blood tech box didnt get anything rip
teal wharf
If you're positive you're on the right account @carmine bronze
You should email them with the account name you lost, and the name of the account you're currently on, and your facebook (email?).
They can possibly tell you if it's bound another way or rebind to your current Facebook.
Most likely case is you didn't bind in the first place.
@polar nimbus Restart your game, they should be in your inventory, although the new icon probably wont be there, so you may not know what you got.
teal wharf
buoyant lantern
Is this supposed to happen
sinful yoke
hmm?
buoyant lantern
teal wharf
Seems related to the ongoing change/bug where fleets are able to spawn on top of your fleet, seems them can spawn on top of themselves too.
even in normal maps, nodes can spawn on your fleets now
slim thunder
hummm
sinful yoke
hmm..
ionic stirrup
Hi guys! Can you help me with recover my account?
sinful yoke
hello! did you bind it?
ionic stirrup
Yeah
But when i logged my Facebook and Twitter was logged
And i dont know how recover my account
teal wharf
Did you check which server you're logging in on, it defaults to Washington ^^
sinful yoke
you did bind in the settings right?
sinful yoke
it would be at the title screen, you tap once and you can see a server name
you bound your account in the ingame settings right?
so to login, at the title screen (with alabama and baltimore art) on the left side you login by pressing those
after that you have to select your server
sinful yoke
ionic stirrup
Thanks guys, really thanks
desert tiger
hi, trying to create a bilibili account but can't read chinese so can someone help me
sinful yoke
join our neighbor Azur Lane English Community server in #welcome and ask for help there
we cannot help with CN, KR, or JP azur lane
desert tiger
ok
sinful yoke
though I will say, you have to be a chinese citizen to make a bilibili account
stray portal
hi hi, smol question, does the monitor ships count for the PR ships??
sinful yoke
assuming you’re asking what I think, yes, but questions like that are usually meant for #gameplay-help
fluid mountain
Having this error pop up when attempting to log in using twitter
The twitter window starts to open but then immediately closes again
sinful yoke
oh toaster you are awake
spring grotto
For that specific issue, it's some form of a file error when the wrong ones are used. Unfortunately the only fix that we know of it to do another fresh install and be sure to use a stable connection if possible
@sinful yoke Ye, it's 6AM here 
carmine hedge
lone lagoon
Anyone on an Android device have an issue where they are unable to pull down the notification bar while in game?
Or not notifications, the quick settings. All I get are notifications
violet agate
Hello i mail them my request today but hadn’t got any answer yet
How long does it take
sinful yoke
it can take 1-8 business days
honest thorn
The Moto device issue still making problems since nearly 1 year ago ( the crash and buggy things)
carmine hedge
ive been having this issue this morning when I opened the game...I dunno what to do xD
spring grotto
There is not as the UI update was built w/ certain aspect ratios in mind and some not
buoyant pewter
honest fable
spring grotto
There is a chance to regain the account if it wasn't bound at all. You'd need to contact support via email w/ your account information and let them know your issue and they'll be able to look into it for you. And be sure to use the settings menu for binding and the title screen for retrieving
/techsupport
pale pagodaBOT
spring grotto
email in case you need it
meager island
Hi, is there any chance to delete de progress of my account? I wanted to start again but every time I reinstall the game my progress remains linked with my device
buoyant pewter
Is there a particular reason?
There is very few reasons you'd want to do that with azur lane
spring grotto
Well accounts are never deleted from the server database so if it's persisting through a reinstall, you could make sure to wipe all files of AL off your device. Or the simpler option would be to just select a different server from the title screen as a new/different server will be a new/different account
meager island
Well the main reason is because I am a new player, and a few hours ago I was watching guide videos for new players and I realized that I was doing a lot of bad things among them the misuse of gems
buoyant pewter
I see, well i wish you the best of luck then
meager island
@buoyant pewter thanks man
@spring grotto ohhh ok understood. Thanks for the information
rapid glacier
AL mail assistance hasnt responded me yet since this morning I cry
sinful yoke
they can take 1-8 business days to reply
given its the weekend in china right now, it will be 2 days until they get to anymore emails
rapid glacier
oh ok, they just responded at my first email in few hours so got worried
golden crystal
Helpful Kawa. 
humble narwhal
Its ok glitch they havent responded to me since yesterday morning we must be patient
neon pecan
Excuse me, recently have been stuck on the loading screen for quite some time now, and i cant seem to get in the game. Is this a common error or something?
sinful yoke
what loading screen are you stuck on?
sinful yoke
is your account bound per chance?
sinful yoke
oh no! okay! is your connection stable as well? like a wifi connection or data on a phone?
sinful yoke
do you have your UID?
neon pecan
Let me check, i dont really remember
Where is it?
The uid
I might have screenshotted ir
neon pecan
I have it, sorry if i took a while
sinful yoke
can you give me it?
neon pecan
Here?
sinful yoke
if you dont want to send it here in public you can dm me it
neon pecan
Ah im cool with it
sinful yoke
/checkbind 268639431
pale pagodaBOT
Z23 Sensei
sinful yoke
so the loading screen you're stuck on is usually because of a corrupted install or missing files, just had to make sure your account is bound so you can reinstall safely
carmine hedge
atomic sun
my app just keeps loading
i just started the game
during the tutorials when i need to add ships on the positions
game just never ending loading....
help?
sinful yoke
have you tried restarting? you may need to try switching connections
atomic sun
yes i tried
even cleared cache
havent tried new connection tho
i just tried and its the same
even with different connection
nvm its ok now after app clear data
swift sigil
I downloaded the app like a year ago. Daily logins besically never missed. But I only actually start playing like 3 months ago. Inow have 25000/5300 energy. I can't burn this in a single day on auto run enough to get mails or commissions it's hampering my ability to play now given 8need the gold from those two sources. Can 6ou removeor bring me back down to 5300?
sinful yoke
you can spend oil on food for dorm
sinful yoke
just press the plus button when you get to the food selection menu
sinful yoke
carmine hedge
graceful crown
I realize this is probably a dumb question as I've read the in game helper about the old account recovery stuff but how exactly does it fully work
opaque idol
Hey,im wondering if anyone can help me and my friend here about some transaction problems
Paying and not recieving the rubies
That kind of stuff
<@&460646206851252224>
Sorry for the ping but we're pretty worried
Is this even the right place to post this?
carmine hedge
opaque idol
Sorry if im wrong lol
spring grotto
@graceful crown Basically if your account truly wasn't bound (after support verifies it), they'll take a bind from a fresh account w/ your social media account and move it over to your old account so you can retrieve it
@opaque idol No need to ping, someone here will answer your question in time If you didn't receive your items, please contact support via email w/ your account information and the receipt from the purchase and they'll get it manually pushed to your account
/techsupport
pale pagodaBOT
spring grotto
email in case you need it