tech-support

[low swallow]

@grand isle
I tried but the progress bar is you know going back to how it was before and then there's a pop up thing that updates you again with diff. Update size the first one was 131 mb then after that the second one appears at 10 mb i thought its going on a loop so i tried to reinstall 3 times still happens like this i getting frustrated about it

[sinful yoke]

@grizzled apex its ended

[grizzled apex]

i just receive the message about it serious

darn

now im sad

[sinful yoke]

you can watch them by going to their youtube

[grizzled apex]

i try but is say not availeble

in canada

[sinful yoke]

well iirc they might have made it private because theyre going to edit them

[grizzled apex]

... ok

[grand isle]

@low swallow So long as the size is decreasing, it should be working

[low swallow]

@grand isle no after i open it it shows 131mb but after a minute it popup like 10 mb even my download speed is 60kb.Are you sure its okay if i just continue to confirm it until the download is complete?

[shadow loom]

@low swallow I’m having the same problem

[grand isle]

That's how I did it when I had this problem yesterday

[sinful yoke]

you’ll have to reinstall it

its corrupted data

[shadow loom]

It isn’t working for me the progress bar goes in reverse goes from 226 to 60 something fail again and it’s 60 again also I’ve deleted the game 3 times now and reinstalled it.

[low swallow]

@sinful yoke You think so? I make sure my download is not getting interrupted by anyone at home i tried to reinstall the app but still like that i tried everything like reinstalling,delileting the android folder then reintall or even to the point of formatting the phone but still, this happens.

[sinful yoke]

have you attempted restarting your phone?

its almost always fixed by a reinstall

[low swallow]

Yes i tried doing that too but not working.

[shadow loom]

I’ve had to run down the road because I have slow internet really slow I’ve tried that to @sinful yoke

[grand isle]

I mean, if reinstalling three times still gives a problem, might as well try an alternative

I reinstalled as well yesterday and still had the slow update/timeout

so I let it run

[sinful yoke]

there is no alternative

1 second

ok so who else is having the issue that isnt jil?

[shadow loom]

Me

[bronze spear]

Hihi so I stopped playing for a little bit and I guess I lost all my stuff is there a way to recover it?

[sinful yoke]

did you bind your account?

[bronze spear]

No

[sinful yoke]

do you have your uid by chance?

[bronze spear]

How would I find that?

Nvm I found it

Server: Avrora
Character Name: Volsung
UID: 67163066

[sinful yoke]

alright cool! can you make a fresh new account (by going through the tutorial) and binding that account to twitter/yostar or facebook

once you do that, contact customer support with the new account's information and your old account information
they will merge the binds

you can also tell them I checked your binds beforehand so they dont have to

[bronze spear]

THANK YOU SO MUCH!

[sinful yoke]

no problem

[bronze spear]

And where would I find customer support?

[sinful yoke]

[e-mail]

[torpid dew]

Hi, I have a problem

[sinful yoke]

yes?

[torpid dew]

My acc is alredy binded to fb

But in app when I press the facebook

App crashed

Already restarted the phone and same prob

[golden oak]

Uhh AL is stuck at 100%

[sinful yoke]

@torpid dew do you have android

@golden oak how long has it been there?

[golden oak]

I just left it there fir like 2 min

No progress so I quit it

My wifi is fine

I installed smth else just now

Also that bug zerokai is having ia kinda weird. Idk if it's patched or there's a secure fix or anything but theres like a random chance that it won't crash. I think u just have to keep uninstalling and reinstalling. A while back i had the same problem but luckily a few days ago when I re installed it didn't crash for me

[sinful yoke]

have you tried restarting your device?

[golden oak]

me?

[sinful yoke]

yes

[hallow hornet]

If I lost my account after reinstalling from error 14832, 14833, and 14834, but don't remember my uid, is it gone forever?

[spring grotto]

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

[hallow hornet]

FB and Twitter, but it acts like it's a fresh account when I tried to log in

[spring grotto]

Did you log in w/ those bind options on the title screen?

[hallow hornet]

Yeah

[spring grotto]

Okay, so after you log in w/ your bind option there you then need to log into the server that you previously played on. Accounts will stay on the same server. So just fully log into the server and your character should still be there

[hallow hornet]

Oh ok

That worked, thank you so much

[spring grotto]

No problem at all. Good to hear you're back in

[torpid dew]

@sinful yoke Yeah I'm using android

Xiaomi Redmi 7

[waxen leaf]

Sorry for interrupting but I’m not sure where else to take this to everytime i try starting the game it crashes??

[sinful yoke]

@torpid dew can you turn developer mode on and off, and then try to login again

@waxen leaf what phone do you have?

[waxen leaf]

iphone SE

[sullen walrus]

Keep getting this message when trying too log in on phone.

[sinful yoke]

iphone se has 2 gb ram which is the bare minimum to run AL, can you try reinstalling to clear up anything? @waxen leaf

@sullen walrus is your account bound?

[sullen walrus]

Yeah I can play it fine on pc with an emulator

Just did the updates on phone and I cant get in

[sinful yoke]

can you reinstall

[sullen walrus]

I can try it, was only option left but didnt wanna resort too it. I'll try it and come back if I still have trubbles

[waxen leaf]

Took me a sec to log back in but im back! Tysm!!

[torpid dew]

Still happening

[sinful yoke]

can you try enabling log mode and recording it?

[torpid dew]

How to do log mode btw

[sinful yoke]

https://youtu.be/p1Yl9InTWzk

[torpid dew]

Aight👌

[sinful yoke]

can you get it horizontal? I cant read it so small

[torpid dew]

This from the system

@sinful yoke I can screenshot the stuffs, give me a moment

Dunno how to change the record angle, thought it was following screen orientation

Sorry bout that

[sinful yoke]

can you start the app and then start recording?

[robust sparrow]

I've got Facebook and Yostar bound to my account; Is there any way I can change the email used on my Yostar account?

[sinful yoke]

you will have to contact customer support to remove the 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.

[torpid dew]

@sinful yoke I tried it but its still the same

[robust sparrow]

Ok, thanks

[carmine hedge]

Hello I wanted to bind my account to Facebook but it's not working, even though my Facebook is not binded to any other account

[sinful yoke]

is your twitter the same email as your fb?

[carmine hedge]

I know that my Facebook is not binded since it started anew

My Twitter don't use email

But phone number

[sinful yoke]

have you tried restarting the app/your phone?

[carmine hedge]

I've tried erasing data for Azur Lane

I'll try restarting my phone

[spring grotto]

#game-news is using a new format Discord format. I'm not personally sure what all it entails but that's more than likely the reason if I had to guess

[carmine hedge]

Seems like restarting my phone does not work

I wonder why...🤔

[spring grotto]

Well that error is usually due to an email issue from what we've seen. While it's not a guarantee, you could try using another FB if you happen to have one that's tied to a different email

[carmine hedge]

Oooo I see, thanks👌

[ember gorge]

guys how can i remove my account in my phone which is broken today so i will play it in a emulator in PC???

[spring grotto]

So you just wanna transfer the account? If so, did you have it bound to Facebook, Twitter, or Yostar?

[ember gorge]

yep i check it yesterday that its bound to my facebook

[spring grotto]

Okay, then all you need to do is log into Facebook from the title screen of the game and THEN fully log into the server that you previously played on. Accounts stay on the server that they're created on

[ember gorge]

thank you very much for giving me a advice! 🙂

[fair root]

I send a mail how long will the reply come it's already 2 days

For account recovery

[misty crow]

expect a 1-8 business day reply

[edgy fern]

can't login, I've tried restarting app/phone, is this a reinstall kind of issue?

[misty crow]

"can't log in" in what sense?

which screen are you stuck at? is the game crashing?

[tame lantern]

I got billed twice for the azur lane pack

[edgy fern]

the game is up to date

[misty crow]

alright for that you'll need to reinstall yes

/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.

[tame lantern]

What do I do since I got billed in on the anniversary pack?

[misty crow]

email them ^

[tame lantern]

Oww TY

[edgy fern]

I'm logged in on all 3 options available, I'm not gonna lose my account right

[misty crow]

nope

[tame lantern]

Just wondering what happens mostly when a person gets billed twice for a pack?

Anyone?

[misty crow]

if you get billed twice it's a refund iirc

not sure

[tame lantern]

Do I need to provide card details?

[misty crow]

that i'm not sure

[low swallow]

Can anyone help me? I tried to reintall the game for the 4th time and still this happens.. Can someone please help im getting frustrated becuase i cant even log in and of course i didn't got any rewards since i cant get past this stupid pop up i have a strong internet connection even tried to reformat the phone restart it many times and still this happens. Please help! I dont know what to do anymore. 😭

[misty crow]

ok err

first thing, can we get a log of that

https://www.youtube.com/watch?v=p1Yl9InTWzk

try to get a log of what's going on

[low swallow]

@misty crow here it is

[misty crow]

alright thank you

just to check, what region are you from?

[sinful yoke]

ender and I work together

I already helped you as much as I could @low swallow
so ender did the same

[edgy fern]

[sinful yoke]

we're collecting information on it and just recieved the same one twice

[edgy fern]

alright, just reinstalled. game is now crashing before i can even grant it storage permission

i granted it perms through app settings but that's not a good sign lol

[sand perch]

Hello, can you help with account recovery? Deleted before updating the interface, due to lack of memory, but forgot to bind the account. I hope for your help.

[sinful yoke]

contact customer support, make sure to include your username and server

/techsupport

[misty crow]

/techsupport

...not this again

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]

I didnt even notice lmao

tabbed out

[misty crow]

/ping

[pale pagoda]

Pong! (Roundtrip took: 117ms. Heartbeat: 74ms.)

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]

/ping

[pale pagoda]

Pong! (Roundtrip took: 65ms. Heartbeat: 74ms.)

[sand perch]

Thx for help.

[carmine hedge]

Heya kawaa and ender

[sinful yoke]

~~wow someone who includes the extra a finally ~~

[edgy fern]

amazing

got double charged and didn't receive the package

👌

[sinful yoke]

contact customer support and make sure to include your user 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.

[edgy fern]

yes i know ty

just figured this was the right place to complain

is there a certain way i should format the email

[sinful yoke]

not really, just explaining the issue and including your account information is good
a receipt is nice too

[solar nest]

Ask, when i was upgrading sakura empire faction tech, an error occur, it say

System error : 40 : illegal restriction

It lvl 3 and already maxed

[sinful yoke]

yuubari is bugged

[solar nest]

How i am supposed to do? Already reopen game and it still not upgrade

[sinful yoke]

its bugged

[solar nest]

Oh ok

Ah yeah, saw it on bug reports, thanks.

[lavish torrent]

Trying to do Fleet Upgrade, not sure what causes this.

[sinful yoke]

yuubari is bugged atm

[lavish torrent]

Thanks.

[grizzled crescent]

Just update the app and stuck in here

[sinful yoke]

can you reinstall?

[outer quarry]

is there a bug with sub ?
I playing sub daily map and their oxygen bar not decrease at all
but after short time they still turn into surface mode

[sinful yoke]

there is a bug

[grizzled crescent]

Okay then, thanks

[pine berry]

Hellp I need help with my lost account it a high level one

[sinful yoke]

did you bind it?

[pine berry]

Yes

[sinful yoke]

did you login at the title screen?

[pine berry]

Yes but I hand a bug after the update I try doing a stage but it kept bugging out and so I uninstalled and reinstalled it and I accidentally find the new one to the same button. I have send 4 e-mails to your e-mail since Thursday this happened and again sorry for the e-mails.

[sinful yoke]

@pine berry are you logging into the right SERVER?

[pine berry]

Yes I logging to the Lexington but it keep going to the new account

[sinful yoke]

@pine berry do your have your UID?

[pine berry]

No sorry I do not know my UID but My name is Metal wolf on it a d the server is Lexington

[twin rover]

I tried to buy the anniv bundle but my credit card failed. The game then said the pack is processing. When i try to buy it again it says invalid input. I want to retry with my other card.

[sinful yoke]

@pine berry can you try all servers?

[pine berry]

Ok I well

[sinful yoke]

@twin rover contact customer support to see if they can reset it

/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.

[pine berry]

Thank you I find it and I Thought I ues the Lextngton server but I didn't and agai n thack you

[sinful yoke]

glad you’re in!!

[pine berry]

👌

[broken wave]

can't upgrade Sakura due to this error.

[spare smelt]

hmm changed from nox to bluestacks, still lagging, lets hope when i reformat the computer, this problem gets solved

also to note, on the weekly sub in the daily, for some reason oxygen level is not dropping, although subs will still be forced to re-surface when it ran out, graphic error?

[dapper basalt]

have 300 ships according to collection, but academy says 299. seems like a bug.

[viscid salmon]

I sent an email yesterday to the azur lane support because I didn’t get the 40$ gem pack but it still charged me how long do i need to wait for response?

[hot bear]

how long does it take for a lucky bag to be available?

[tame lantern]

Just wondering how long does it typically take for the azur customer support email to respond?

[hot bear]

the normal gems were there immedeately but the package is still missing

[forest obsidian]

Hi i tried to loggin into my account after a couple of months but all my progress is gone.. is the any issue with the yostar accounts?

[tame lantern]

You have a new account @forest obsidian

[forest obsidian]

But why , what to all my progress?

[tame lantern]

If you still have your UID of the PREVIOUS account you can email Yostar

They will just input your old account the new account

I suggest you email them in a detailed manner on your situation

[e-mail] is the email @forest obsidian

[forest obsidian]

Ok yes i still remember my uid

What should i specify in the email?

[tame lantern]

Good then take a picture of your current UID

You want to give the OLD UID and the NEW UID, telling them that your progress is changed and if they would kindly input the old UID in the new UID.

(Be sure to be at the SAME SERVER)

also the reply might take a day

/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.

[tame lantern]

@forest obsidian good luck to you then 😄

[forest obsidian]

Thanks hope they can recover my account

[sharp parrot]

Okay update about my game file, I managed to login successful after reinstalling the game and got my progress back.

[hot bear]

grtz

[forest obsidian]

Well i sended the email hope i get my progress back

[hot bear]

good luck mate.

@forest obsidian hope ya get it back. what level were ya at?

[forest obsidian]

Aroun 55-60

But i put a lot of effort in my ships

[hot bear]

oh dear.

[forest obsidian]

Has this kind of issue happend before?

[misty crow]

@dapper basalt @dreamy pawn known bug regarding yuubari

@tame lantern @viscid salmon 1-8 business days

@hot bear have you checked your mail?

[hot bear]

... I just-

oh god I'm sorry this is embarrasing. @misty crow

[misty crow]

it's ok it happens

[hot bear]

thx anyways

[dense wasp]

Help I'm stuck since yesterday

The loading bar is still moving

[spring grotto]

It's a known issue for some players. Can you get the logs when you're trying to update? And as well, what region are you located in?

[carmine hedge]

?

[dense wasp]

What logs? Southeast Asia

[spring grotto]

@carmine hedge Known issue due to Yuubari not being included in Fleet Tech right now
@dense wasp Steps to turning on log mode https://www.youtube.com/watch?v=p1Yl9InTWzk

[carmine hedge]

Danke

Eh doesn’t work

I’m on iOS

Oh bloody hell

[dense wasp]

My WiFi is slow and I'm gonna send it now

[carmine hedge]

I read wrong thing

Sorry

[dense wasp]

Is it possible to send the logs at another time? It won't upload due to slow WiFi

One message could take +30 seconds

Does this help?

[spring grotto]

Yepp, that's good. Thank you very much

I'll get it sent off

[bronze rune]

Does my event progress and daily login reward progress transfer from new account upon merge?

[proven needle]

Oxgen bar eror

[spring grotto]

@bronze rune What exactly do you mean? If you make a new account, no progress will be moved over. And you can't merge accounts
@proven needle Known bug

[proven needle]

@spring grotto oke thankx

[bronze rune]

I mean when I request an account merge with support to get my old account and new be merged or how that works. I have done some event stuff on the new one while waiting for support to answer, so if I so the event and get the event items and daily progress will I have the same progress when they do get merged

[misty crow]

That's impossible

[thin meteor]

Hello i get this error when trying to upgrade fleet faction. Anyone know why?

[misty crow]

known issue with yuubari

[thin meteor]

Ahh i see

Thanks

[edgy bone]

For the month i've been playing AL my game keeps Crashing while loading, it's happened on almost every loading screen in the game at least once, and it's making it really hard to want to play the game

My guess is because of what i'm playing it on, IPad 4 and IPhone 5 S, have issues loading the game, it happens consistently on both devices

[spring grotto]

@edgy bone Yeah, both of those devices are more than likely suffering from RAM limitations as they both have 1GB and the recommended amount for AL is at least 2GB

@bronze rune Yeah, that's not how the recovery process works. They'll basically take the bind from the new account and then move that bind over to your old account so you can log back into it. The progress you make on your new account will not be moved over

[edgy bone]

i've been meaning to upgrade for a while, so this is another reason to get a new iPad faster

[bronze rune]

Ty

[edgy bone]

could i use Bluestacks and still import my save?
It's linked to my twitter and yostar on IOS

[bronze rune]

Also do I bind my account to twitter/yostar now or after the transfer?

[edgy bone]

If you delete the app without it bound i'm pretty sure you lose your save

[wicked nexus]

Good evening. After playing Azur Lane for 1.5 months, I lost my account due to my stupidity

And I forgot to bind it. Is there any way to recover it?

[bronze rune]

Im on the same thing. Contact suppoet via email or in game help chat

[wicked nexus]

Already sent 2

In game help chat? Like creating new account and trying to reach developers?

[bronze rune]

well I made a new one then I found out about the option to getting the old one so I did that, but email should work

[spring grotto]

@edgy bone you can. You just need to have it bound to FB, Twitter, or Yostar and then log in w/ those bind options on Bluestacks
@bronze rune Did you send an email to support? If so, just wait for further instructions from them
@wicked nexus If you sent an email, it can take anywhere between 1-8 business days for a response and as it's the weekend, they won't be back into the office till Monday

[bronze rune]

I clicked on the help in options and then on teh chat in top right corner and sent the info there, is that effective?

and no i did not write an email

[spring grotto]

It should be fine. Just wait about the response time (1-8 business days) and if they don't respond in that timeframe, send a follow up email as it's easier to track and can be more reliable at times

[wicked nexus]

Thank you for reply

[bronze rune]

maybe I should send an email also?

[wicked nexus]

I will wait for Monday. Since it's 14 hour difference...

[spring grotto]

@bronze rune Wait at least some time for them to respond to the in game inquiry as sending multiple ones can cause confusion at times

[frozen scroll]

Dear Azur Lane Official,

My in-game name is Kayman141. Server name Washington. UID: 270747176. And my commander level is 25. When I was playing Azur Lane game on iPad, my game went crashed every time on gameplay. When will be another patch for fixing the crashed app in hopes that I can play again on hard difficulty?

[surreal quail]

dear azur lane

can i unbind yostar email? or change it with another different email?

please reply

[spring grotto]

@frozen scroll If you have an older iPad that has 1GB of RAM of lower then it's RAM limitations and will cause crashing issues. The devs are aware but there most likely won't be a fix for it as it's been around for a while. The recommended amount of RAM for AL to run w/o crashing issues is 2GB or more
@surreal quail Regular users can't, but you can send an email to support as they might be able to help you

/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.

[strong ocean]

Hello, I seem to be getting this issue when trying to log on now: unable to find mission config. Update may be required. Error ID: 14828

ive never had an issues with the game before, so I was surprised

[carmine hedge]

Hey toast

[sinful yoke]

@strong ocean is your account bound?

[strong ocean]

yep to my twitter

[sinful yoke]

can you reinstall?

[strong ocean]

yeah, I can

I had a feeling thats what I had to do, but wanted to make sure

[sinful yoke]

yes its a missing file

[strong ocean]

yeah, I was installing the update yesterday. I guess it missed a file

so unfort for sure bc the download takes so long

[cosmic latch]

Pls help me, I jsut reinstalled azurlane and can't bind to my old account

Can anyone help pls

My old account name was Debarun, Commender lvl 70

It was bind with Facebook and yostar account too

[strong ocean]

I'm still getting the error even after reinstalling

[cosmic latch]

My uid was 269954361

[sinful yoke]

@strong ocean are you reinstalling on a stable connection

@cosmic latch where are you logging in?

just to check

[strong ocean]

yeah it seems to be stable

not disconnecting or anything

[sinful yoke]

/checkbind 269954361

[pale pagoda]

Z23 Sensei

Bind Status

Twitter

Facebook

YoStar Account System

Aug 17, 2019, 8:07 PM

[sinful yoke]

@cosmic latch it is only yostar, try logging in with yostar

[cosmic latch]

How to do that?

[strong ocean]

yeah im getting that mission error with 3 id errors

[sinful yoke]

@strong ocean do you mind attempting again?

[strong ocean]

yeah ill try again

[sinful yoke]

@cosmic latch
yostar will send an email code to login with

[cosmic latch]

Last thing can you pls tell me which email account is binded with my account casue I have 3 email account

[sinful yoke]

ummm 1 second I will see

[cosmic latch]

Tnks

And yeah my server was Washington

[pliant nymph]

theres no way that i can change servers and keep my things?

[cosmic latch]

@sinful yoke did you get anything?

[sinful yoke]

I sent you a direct message @cosmic latch

@pliant nymph there is not

[pliant nymph]

dang ok

all of my friends are on another server ;w;

[strong ocean]

@sinful yoke yeah I got the error again after reinstalling

[spring grotto]

Hm...well unfortunately that error is almost always caused by a messed up download. Really we can only think to try different networks if possible or possibly using a free VPN while you're doing the download

[strong ocean]

well Ill just keep trying I suppose - I just never had this issue with a download before

[gilded bronze]

Hi

Someone can help me with my acc?

[river sinew]

My game keeps crashing every time I load it up now. I uninstalled it and reinstalled it to see if that would fix it, but it keeps crashing.

Is there anything I can do to fix this?

[gilded bronze]

And what?

I need someone, who can help me with this problem

[sinful yoke]

@gilded bronze what is the issue?

@river sinew how much ram do you have

[gilded bronze]

Lost account

[river sinew]

Let me check my ram.

[sinful yoke]

do you have your uid? @gilded bronze

[gilded bronze]

Ram?!

I have UID only of my new acc

[sinful yoke]

did you bind your old account?

[gilded bronze]

Yes

[sinful yoke]

have you tried logging in?

[gilded bronze]

What kind?

I login two accounts to same email

[sinful yoke]

at the title screen where it says yostar, facebook, or twitter

[gilded bronze]

Yostar sys

[river sinew]

@sinful yoke Does this help?

[gilded bronze]

I can say some information about my last account but not uid

[sinful yoke]

it does not unfortunately, what phone do you have? @river sinew

@gilded bronze can you attempt this

[gilded bronze]

Sorry

[river sinew]

I have an HTC Bolt.

[gilded bronze]

Can you discrib what is original?

[river sinew]

But the weird thing is, I didn't have any issues with the game before this happened.

[strong ocean]

@sinful yoke so some things I noticed in regards to my problem - Using both wifi and data and installing, it seems to stop after around 100 mb of downloading and just installs. It lets me play if I dont login to my account, but if I do login, it gives me the mission config error.

[sinful yoke]

@gilded bronze the server your account is on

[gilded bronze]

All is ok

Thank you very much :3

I found my acc

I really happy

Thank you again

And sorry for this...

[sinful yoke]

@river sinew can you reinstall again?

no problem

[river sinew]

Give me a second.

I uninstalled the game again and reinstalling it again now.

@sinful yoke I reinstalled the game again... And it still keeps crashing on my phone. Again.

It wasn't like this before though...

[spring grotto]

Can you open up log mode and record the logs when it's crashing?

[river sinew]

I don't think I can because the loading screen cuts cut off and the game crashes at the title screen.

[spring grotto]

You should be able to open log mode as soon as the game starts up on the initial loading screen

[river sinew]

How do I get into log mode?

[pale barn]

Hello could i get some help? Had to reinstall the game for reasons and now when i lauch the game it asks to download more updates (fair enough). But the problem is that whenever it gets to 2/3rds of the way the download crashes or something and then it asks to redownload everything again

And of course it crashes once again it reaches the same spot

[spring grotto]

@river sinew Here's the steps for log mode https://www.youtube.com/watch?v=p1Yl9InTWzk

@pale barn Can you first try restarting your device and as well as clearing the cache for AL?

[pale barn]

I'll try that

[river sinew]

I'm gonna try clearing the cache first and restart my phone. See what happens.

All it took was a reset after all!

I can't with my phone sometimes.

But yes, everything is back to normal!

Thanks to everyone who helped me out!

[spring grotto]

Good to hear it's back to working

[river sinew]

Now I'll have to remind myself to do a simple reset next time this happens.

[humble pivot]

morning

can i ask something

it happen when i tried to upgrade my faction

[spring grotto]

@humble pivot It's a known bug due to Yuubari not being included in Fleet Tech

[humble pivot]

ah i see

thanks @spring grotto

[potent glacier]

Hi guys, a Shikinan returning to EN reporting in... And I can't log into the game. I reinstall the client, update it, then when I boot up the game it first defaults my server to Lexington (first red flag, I was playing on Avrora), then when I switch to Avrora I land in the Bismarck tutorial.

I def linked my account to Twitter (checked this a couple of times before older updates), but now when I click on "Twitter", it takes me to the binding screen again (where I cancel out from to not override my old binding)...

Who should I contact for help and what kind of info would be needed?

[spring grotto]

@potent glacier are you logging in with Twitter on the title screen?

[potent glacier]

When I tap the Twitter button, it takes me to the account binding screen

Didn't go any further, because I am not sure if that wouldn't overwrite my old binding

[spring grotto]

As long as you're logging in on the title screen, that's correct. The title screen is ONLY for retrieving bound accounts. It wont overwrite binds

[potent glacier]

Just tried logging in again; I tapped Twitter and it took me here:

(I know it's Polish, but I guess the layout and content is same in every language)

[spring grotto]

That's correct. It's just allowing the app to connect to your Twitter account to retrieve the information. Just fully log in on the title screen (not the settings) and you'll be fine

[potent glacier]

...phew

It worked

@spring grotto thanks a million!

[spring grotto]

No problem at all

[strong ocean]

@spring grotto so question in regards to my issue from earlier

so I think the reason I'm having the issues is its not downloading the Additional File. Would that be because of storage space?

[lyric mason]

Hello. Is there any way to retrieve an Account that wasn't bound to any Social Media accounts at all?

[burnt marsh]

You would have to email the azur lane team and go through a long retrieval process @lyric mason

[lyric mason]

Okay, where do i find the E-mal adress?

[burnt marsh]

azur lane website

at the bottom is a button "Contact us"

[lyric mason]

Alright. Thank you very much

[obtuse mesa]

[e-mail] for english server

[burnt marsh]

^

[sinful yoke]

/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.

[surreal quail]

@obtuse mesa how long le usually reply our email? because i haven't got any reply after sends email to [e-mail] T_T

[obtuse mesa]

well i just emailed them an hour ago, so cant give detail on that sadly, when did you send them the mail?

[sinful yoke]

0-6 business days

@surreal quail

[visual tusk]

Hi uh...this started happening after I got yuubari. No clue why it's happening.

...oh wait a minute, I was supposed to send this in an email >.>

[lapis kite]

I seem to be unable to share anything on Azur Lane after the Google store update. Any suggestions?

[sinful yoke]

@visual tusk #known-bugs
please do not send bugs to customer support

@lapis kite what happens when you try?

[lapis kite]

Just text and no picture

[sinful yoke]

@lapis kite can you report it? this happened before with someone else but we need more testing on it

!bugreport

[fair shell]

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

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

[olive void]

my "build" is broken every ship i build is like that already lost 6 ship(it literally disappear) i cant speed it up even i waited it still doesnt open (this is the second pic)

1st pic

[spring grotto]

It's a desync issue. Restarting the game will automatically finish the ship and they should be deployed to your dock. You can sort it by time to see who it was

[olive void]

what should i do

[spring grotto]

Unfortunately since it's a desync issue. The best advice to be given about it is to perhaps try a different network, reset your current one, or possibly try a free VPN to see if that solves it

[dense wasp]

Is there any updates on the previous situation?

[fair sage]

Curious: Is the English Customer Servixe for AL in China?

[spring grotto]

@dense wasp Not as of right now. If possible, can you try restarting your game AND device and trying again now?
@fair sage Yes, it is

[fair sage]

@spring grotto Okay. Thanks.

[dense wasp]

I did restarted my phone, but what did you meant by restarting the game?

[spring grotto]

Just closing the app and reopening it

[dense wasp]

I saw someone with the same problem and did the same

But nothing happened

[spring grotto]

So when you try RIGHT now, you're still getting the error?

[dense wasp]

I am currently trying right now

I can't send a screenshot, my WiFi is too slow

Oh wait...

It's progressing

Before it's just (1/8)

I'll update you ASAP

[spring grotto]

Sure thing, just let me know

[fair bramble]

I don't know if this is the right place to ask, but I figure I might as well. I bought the Anniversary Lucky Bag yesterday and I still haven't gotten anything. I ran into a little trouble cause I had to switch to a new card, cause of the old one expiring, but everything seemed to have went through fine after that. Both my apple account and bank account show the amount being taken, but I still haven't received the items.

[spring grotto]

@fair bramble And it's not in your in game mail at all?

[fair bramble]

Nothing

The last thing is the gift Ring that was sent out

[spring grotto]

Okay, then email support w/ your account information and also please include the purchase receipt and they'll be able to help you w/ it

/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]

Hello I would like to delete some accounts I created by accident

[sinful yoke]

accounts cannot be deleted unfortunately

[carmine hedge]

👌

[floral flame]

Hey. This channel is open again! I'm still having issues on Android 4.4, but at least this sort of works on my phone. Any reason why I can't put this in the background? If I lose focus in Android 6, the game restarts.

[reef aurora]

My internal is running low. Will there be any problems if I move the AL data & Obb to my SD card?

[ruby hemlock]

I have a question regarding buying gems with Google Play gift cards. I have a $200 card and my friend and I want to top off together. Would it be possible to do it off one google account?

[dense wasp]

I'm still stuck at abe1880cb

[spring grotto]

@reef aurora Yeah, it's possible that there'll be issues. A lot of people will run into an "Error 5" which causes you to be unable to play the game and have to reinstall the game to internal completely
@ruby hemlock Yes, but you'll need to log into the same google account and just use the funds on that account

[dense wasp]

I'm gonna restart my device

[ruby hemlock]

@spring grotto Thank you !

[reef aurora]

I guess it's best not to try then

[slow grotto]

I recently got a new phone and when I connected AL to my Twitter account it started a new AL account.

I also tried to connect via yostar account but the result was the same

[spring grotto]

@ruby hemlock No problem
@slow grotto Did you log in on the title screen w/ your bind option?

[slow grotto]

Yea

[cosmic latch]

@sinful yoke sorry for disturbing again but I did the email you mentioned but it opens the same new account and not my old account, can you pls force bind my old account to the the new one 😞

[spring grotto]

Okay, you just need to log into your original server then. Accounts will stay on the server they're created on so fully log into that server

[slow grotto]

Oh yea that worked thanks

[sinful yoke]

@cosmic latch what server is your account on?

[cosmic latch]

Mine old one was on Washington

[dense wasp]

It still won't work

It keeps saying "Download Timeout" in the logs

[sinful yoke]

@cosmic latch are you logging into washington?

[cosmic latch]

After I did the you star verification then I changed server to Washington

But another new account opened

😔

Idk if I am doing it wrong or something

[sinful yoke]

@cosmic latch try all servers

[scenic aurora]

do gems carry over different servers?

[dense wasp]

@scenic aurora no

[sinful yoke]

they are server based

[scenic aurora]

rip my friend who wanted to change servers but thanks for the answers

[cosmic latch]

@sinful yoke yeah it finally worked thnks 😃

[grand kernel]

is JP server on maintenance? i can't login after updating

[spring grotto]

Unfortunately we can't really answer for that as we're specifically for the EN server. But perhaps the community server can help you w/ that

[grand kernel]

oh okay

[fervent prawn]

i need help

[sinful yoke]

whats the issue

[fervent prawn]

I am unable to log in to my account a connection error appears

After the update of the 15th began to give this error.

My account is linked to Facebook and Yostar. I couldn't access the account in either way

[sinful yoke]

well what is the error...?

[fervent prawn]

Network

[sinful yoke]

can you send it

that is not enough info

[fervent prawn]

can i send printscreen

[sinful yoke]

of course!

[fervent prawn]

first stays on the standby screen. and after this error.

I have another test account and it works normal. Only that account that is the main one does not enter.

[sinful yoke]

can you clearing cache?

[fervent prawn]

Yes! tested on different emulators downloaded apk multiple times, uninstalled and installed and it doesn't work: C

😩

[sinful yoke]

can you try restarting your router?

[fervent prawn]

I'll restart it and test wait a minute

WOW Entered now. But this is strange got two with this error.

anyway thanks. it was a simple solution

thanks

[sinful yoke]

[unkempt granite]

Haalp my game cant update

[turbid marsh]

When I'm about to purchase something with my credit card, GooglePay opens up twice

[tame lantern]

Uhmmm how I don't get this

I bought the pack but got billed TWICE for the 1st anniversary pack and they stated they will just transfer it to gem purchase?

[median needle]

they're saying to email google play/apple support for a refund. if google play/apple won't give you a refund you'll just get the gems.

[tame lantern]

But it's a pack, they will convert the pack cost to gems?

[median needle]

yes cause you can only buy the pack once.

email google play/apple and let them know of the second charge and that you want a refund for it.

[tame lantern]

Owww Thank you @median needle

I just got this

And it seems like a bot answer since I got the answer immediately after I clicked the send

So what do I do?

[median needle]

email AL support and let them know you didn't get the refund. as they said all they can do is give gems.

[tame lantern]

😦

[median needle]

did you email apple directly or just use their app store to request a refund? also did it show 2 purchases or just 1 on the app store? @tame lantern

[heavy badger]

anyone having a problem where the game freeze after few minutes? i already restarted router, trying vpn, reinstalling but the problem still persist. happens after this update

[tame lantern]

@median needle 2 purchases

[median needle]

ok. just wanted to check. (idk how the apple store works.)

[undone bridge]

It says insufficient store credit when I’m buying the 29.99 special pack

But I have 31 USD in my account

[spring iris]

On the New Dawn event, the mission says to clear 3 challenge mode stages, but when you click go, it takes you to dailies.. Which one are you supposed to do in the end?

[median needle]

pretty sure it means daily missions.

[sinful yoke]

^

[sinful yoke]

does it say error 4?

[tight lotus]

@undone bridge what is the tax in your area?

Cause I have a 9% tax so I would need $32.69 to buy that pack not $29.99

If you’ve got more than a 4% tax you won’t be able to buy the pack.

[undone bridge]

US App Store

U can buy with a non US App Store account?

[tight lotus]

What is the tax rate in your area

Like when you go eat or buy groceries what is the tax

For example: 9 cents to the dollar =9%

Sendai what state you live in?

[sinful yoke]

yes you can buy with a non us app store

[sand dirge]

help

wanted to log in with twitter

[sinful yoke]

do you have another bind?

[sand dirge]

no

no can do?

[sinful yoke]

can you attempt a reinstall?

[sand dirge]

i did it twice

[sinful yoke]

make sure to have a stable internet connection

[sand dirge]

downloading from xapk and play store also both give same issues

[sinful yoke]

can you open log mode as you attempt to log in

https://youtu.be/p1Yl9InTWzk

[sand dirge]

sec its bring me to tutorial

[sinful yoke]

maybe try enabling it before being at the login screen

[hoary mica]

I'm not sure if it's the correct chat, but where could I find the list of countries shop.azurlane.yo-star.com delivering to?

[undone bridge]

@tight lotus I don’t live in the US, it’s just that azur lane is not in my local App Store

[sinful yoke]

@hoary mica

[misty crow]

literally from the tweet that announced it

[hoary mica]

Thanks. Sry. Just tried to find on the website without any success

[tight lotus]

Oh ok

[undone bridge]

So I probably have the 9% tax I guess

[tight lotus]

Probably, I guess its good to know for future purchases

[dense wasp]

@spring grotto Ah, the problem managed to resolve on it's own. It seems that I needed a faster WiFi to fix it. Thanks for your help and sorry if this whole thing is bothersome

[carmine hedge]

I can't figure out how to play azur lane with the same stuff on my pc and phone

[sinful yoke]

have you bound your account

[carmine hedge]

I binded it with twitter

now what

[carmine hedge]

I did with my twitter

and I choose the right server

but then it takes me to the tutorial

[sinful yoke]

can you try all servers then?

[carmine hedge]

I'll try

I used my yostar account and that worked

but thanks anyways

[fervent pilot]

can someone help me?

[lavish torrent]

Are Oxygen displays currently busted for Sub Daily Missions?

[carmine hedge]

So

I can't get in the game .-.

Can anyone pls help .-.

[gloomy cloud]

what was the error?

[carmine hedge]

Im just stuck on the loading screen

It wont load as one would say

[gloomy cloud]

are you connecting to wifi?

[carmine hedge]

Mhmm

[gloomy cloud]

give me a moment

[carmine hedge]

Okay

[heavy badger]

dude mines always froze after few min of launching, this doesnt happen before the update

[gloomy cloud]

@carmine hedge have you logged in recently?

[carmine hedge]

Hmmm

Not really no

[gloomy cloud]

when was the last time you logged in?

[carmine hedge]

Probably

2 weeks ago?

[gloomy cloud]

okay

go to play store

and update the game

[carmine hedge]

I've updated it

That's the reasen why i want to play de game

[gloomy cloud]

ah okay

have you bind your account?

[carmine hedge]

Mhmm

Always

[gloomy cloud]

good, try to reinstall the app

might got corrupted somewhere

[carmine hedge]

This is going to take a long time but who cares

[gloomy cloud]

but before that try to switch to 4g

to see if it the wifi problem

[carmine hedge]

I've tried it

Smae thing

[gloomy cloud]

okay

good luck man

[carmine hedge]

Okay thx

[gloomy cloud]

dm me how it go

[carmine hedge]

Okeh

[candid hull]

I dont know if anyone mentioned it earlier, but after last update i realized that my AL runs slower than it used to. For all this time that i had played this game, not even once i had problems with build or constant loading (maybe when my phone had low battery)... but after last update most of stages (event or story) loads much slower, sometimes i have to wait 10-20 sec for fleets to even appear (which has never happened before).

Its not the biggest problem that ever occurred in the history of AL.. but it makes me worry about the future, because if this wouldnt be fixed, it will be much more difficult to play or enjoy this game

Its getting little annoying when each time you press any button (dock, depot, HQ or even your profile) game starts to lag T_T

[neat shuttle]

So the story i didn't play for about 50days and decide to return because my guild captain lost hope on me returning to AL.

When i tried to login using twitter, somehow my old account is gone and game throw me to tutorial.

What should i do?

[median needle]

did you check to make sure you chose the right server?

[sand perch]

Hello. Yesterday I wrote to you about account recovery and you sent me to those support the game. How long is it worth waiting for an answer from them?

[neat shuttle]

Yeah i only play on avrora

[candid hull]

Looks like no one else is experiencing this kind of "lags"

[midnight torrent]

This normal?

[median needle]

that's rng for ya.

[warm brook]

i have somehow lost my account by using bluestacks, can somebody help me, i can further explain if someone is willing to help

[median needle]

make sure you're choosing the correct server when you login.

[warm brook]

i did for all

i binded my account with face book and the third thing that wasn twitter

after i logged in on my bluestacks account i lost eveyrthing and it has overwritten the account on my mobile too

[median needle]

did you try to bind with YAS at the title screen or in the settings menu?

also if you bound with facebook you should be able to login with that if you messed up the YAS binding.

[reef loom]

Anyone know much about lost accounts?
Havent played in a while so when I attempted to download the update on mobile yesterday, it failed on file 4 no matter what I did. Uninstalled and re-installed but now the binded account (yostar) is not working. Reset my game after logging in...

[warm brook]

i cant even get in the game, because it sais it wants to update something that doesnt even exist

[median needle]

@warm brook try reinstalling the game.
@reef loom make sure you're choosing the correct server when you login. the game defaults to the newest one when installed.

[rocky heron]

Hey guys, I'm getting an error when I attempt to upgrade my Faction Technology, specifically it says this:
https://i.imgur.com/IS8e2M3.png (Third time's the charm in getting the image right...)

I've tried restarting the game as well as the emulator I'm on, but doesn't fix the issue. Any help would be appreciated.

[random wraith]

yuubari bugs faction points, it's a known issue

[reef loom]

You are amazing @median needle Thank you! Didnt know the game kept data based on servers. Was logging into the wrong one!

[rocky heron]

Gotcha archee, thanks for the quick reply. Appreciate it. :)

[sharp parrot]

Hey guys any one here experiencing the load screen of hell?

[neat shuttle]

I still can't find my old account

[sharp parrot]

@neat shuttle my condolences my dude

[median needle]

check all the servers to see if it's in one. if it's not in any of them email support.

[neat shuttle]

How to email them

I already check everything

[sharp parrot]

Isn't a tech support guy supposed to be here all the time to help out in case someone came asking for help?

[median needle]

nope. this is community tech support. anyone's able to help out if they want to.

also here's their 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.

[neat shuttle]

What is UID

[median needle]

click/tap on the secretary button and you'll see it right under your name.

[neat shuttle]

But my account already lost in the void

[median needle]

oh right. ok so then you're ingame name and the server you played on should be enough. though it might also help if you have a receipt from one of your purchases.

[neat shuttle]

Welp

I didn't buy anything ingame

[median needle]

that's fine then.

[neat shuttle]

Gonna try to email them, thanks for help

[sharp parrot]

@median needle I see, I wasn't aware of that. Thanks for clearing it up for me.

[verbal cedar]

Can anyone help me? I have problem as fast as i log in; first it starts a loading, then it says lost connection and after that it says server mentenace while still loading, any ideas on what the problem is?

[sharp parrot]

@verbal cedar that happened to me an hour ago. Maybe there's a problem with the servers, too many players login at the same? Not really sure, I'm just guessing.

[verbal cedar]

@sharp parrot might be, it has been like this for the last 24h for me, prior to that it worked fine...

[sharp parrot]

Yep after trying again I managed to get in the game.

[median needle]

might have something to do with your connection. if you still can't login try switch to wifi or mobile data or try using a VPN.

[verbal cedar]

@median needle it is not that i can´t login, but when i enter it all freezes and starts loading...

[median needle]

oh that. someone reported that before. afaik there's no fix yet so just keep trying to connect then.

[verbal cedar]

@median needle ok, will do that and hope it resolves soon

[royal hull]

hi guys, i lost my main account and when im trying to bind other account to my twitter i have the error UID: 100200, how can i recover my main account? D:

[spring grotto]

@royal hull That error means that the Twitter account is already being used as a bind on another AL account. Did you happen to bind your original account to Twitter?

[royal hull]

i think yes, but when i change the server i haven't any progress, only start a new game

[spring grotto]

Did you log in w/ Twitter on the title screen?

[royal hull]

yey

[spring grotto]

Okay. Try fully logging into every server then to check them (and don't pay attention the character icon when looking at the servers)

[royal hull]

oh okay ty^^

[polar bluff]

Guys, where can I report payment problem ?

[spring grotto]

@polar bluff As in you made a purchase yet you didn't receive the items?

[polar bluff]

There was an error from my SIM that said because my SIM is out of money, it couldn't finish the transaction

Yet I didn't receive the pack, and my money got decreased

[spring grotto]

Was it the Lucky Bag?

[polar bluff]

Yes

No bill notification from google mail either

[spring grotto]

Okay, and just to double check, it's not in your in game mail correct?

[polar bluff]

No

I've just bought the pack but it failed mid way

[spring grotto]

Okay. In that case please contact support via email w/ your account information along w/ proof of purchase (such as receipt if you can get one) and they'll be able to help you regarding it

/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.

[polar bluff]

Urgg... Think I have no choice... Thanks for your help

[polar bluff]

@spring grotto how long does it take Yostar in average to process an email ?

[misty crow]

1-8 working days

[polar bluff]

I have no proof of payment, afraid that my money went into the void...

[tawny owl]

I lost my account

He was not attached to anything

But i spent > 1 yr on it

[misty crow]

if you didn't bind it at all

please email support with w/e information you have

/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.

[tawny owl]

?

Who should I write to?

What email?

[misty crow]

please email [e-mail]

[tawny owl]

Anything to indicate in the letter?

[misty crow]

you should really read that bot message properly

[desert summit]

How long does it take to get a answer from the support?

[spring grotto]

anywhere between 1-8 business day on average (so not including weekends)

[desert summit]

Okay , ty

[dim cradle]

I found the oxygen level bar has issue. I can't know when the sub will surface when I was playing supply line disruption

Is this is a known bug?

[misty crow]

yes

[dim cradle]

This bug is quite problematic to the gameplay. Hope that they patch it asap

[twilit whale]

Thanks

Hi, i'm new here. Can anybody help me to recover my acount

[spring grotto]

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

[twilit whale]

Yes, i bound it to twitter and i dont see any changes

[spring grotto]

Okay, you just need to log into Twitter on the title screen and THEN log into the server that you previously played on as accounts will stay on the server that they were created on (and don't pay attention the character icon on the server as that will stay blank until you fully log into the server)

[twilit whale]

Actually I'm don't remember my server. Last time i only save my uid screenshot.

[spring grotto]

Gotcha. Well just try logging into all the servers then to check them all out

[twilit whale]

Okay i'l try that, thanks.

[river sun]

how i use the skin free pass the give today

[misty crow]

@river sun ask in #gameplay-help

not here

[river sun]

ok

[tender bloom]

does anyone know if we can get the anniversary illistration after the event is over?

[crude plover]

Can someone possibly explain what a System error: 40: illegal restriction is?

I'm currently in LAB -> Fleet Tech -> faction tab, and trying to upgrade my sakura empire tab

[spring grotto]

@crude plover it's due to Yuubari not being included in Fleet Tech. It's a known bug

[crude plover]

ohhh, thank you for the clarification

[tranquil spire]

When I open my dock, the game will sometimes just freeze completely. I was wondering if this is a known issue and if it is related to my device...

[spring grotto]

What kind of device are you using?

[tranquil spire]

A Redmi 6A

[spring grotto]

Hm...there are some issues w/ xiaomi devices but you could try a file repair from the settings menu and as well as restarting your phone to see if helps

[tranquil spire]

Thanks I'll try the repair option to see if it works...

[robust obsidian]

Hi Guys, so I was playing for a while using my twitter account to log in with my commander name Valenteen on the
Sandy server associated with my e-mail address, however I forgot the password to my Twitter account which enabled me to log into Azure Lane.
No big deal right? I just reset my twitter password. Wrong, there seems to be some kind of Twitter glitch where even though I have not reset my password previously
when I try to reset it I get a message telling me my account has already been reset which it hasn't. I have followed many different guides to resolve this from deleting cache, cooking ect all without success. So the next step would be to contact twitter support, after around 30 e-mails to twitter I am still in the same position not being able to reset my twitter password and ultimately not being able to log into Azure lane. If I create a Criware account can tech-support help to attach my account to a Criware account? I don't want to start again. Any help appreciated, thank you for reading.

[spring grotto]

@robust obsidian There is no binding option for Criware as it needs to be through Twitter, Facebook, or Yostar. But if you don't have access to the Twitter account, email support and let them know as such along w/ your account information and they should be able to help you
@carmine hedge Email support and let them know the situation along w/ the information for both accounts

/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 in case you need it

[carmine hedge]

[robust obsidian]

@spring grotto where do i contact support please?

[sinful yoke]

what do you need them for?

oh

read the bot message @robust obsidian

[tame lantern]

You know that Azur lane pack the one drawing one $48 dollars illustration pack. By any chance they will expand the shipping into any country?

[limpid haven]

i opened the app today and it said my account was logged into from a different device, although nothing was changed. is this a known bug? (i only play AL on one phone)

[sinful yoke]

I dont believe they will

[spring grotto]

They've said they're looking into more shipping countries but we can't say for sure which ones will be included

[tame lantern]

😦 ..... TY @sinful yoke

TY @spring grotto

[sinful yoke]

@limpid haven do you have a stable connection?

[limpid haven]

yeah my connection is stable

it happened once some 4 hours ago and not since

[sinful yoke]

it sounds like there could be some hiccups in your net today
does anyone else have access to your devices and/or binds?

[limpid haven]

nobody else has access to my devices or accounts

[sinful yoke]

it may just be a hiccup then

[limpid haven]

yeah i suspected that too

[sinful yoke]

[limpid haven]

[kindred loom]

Hello, I am assuming this is where I am meant to go for difficulties concerning things such as one of my current problems.
I have been having an issue where every time I load up the game, a tutorial pops up and forces me to attempt to make a ship. I did look it up online however attempting to re-install as was recommended did not seem to have any effect, so I was wondering if anyone here could help me with the problem.

[spring grotto]

Hm...that is an old bug and I figured they fixed it the next time it prompts you to build a ship, can you try building the ship strictly from the "Light" section?

[kindred loom]

It does not seem to give me an option, just shows the build button as the only thing I can press.

[spring grotto]

Can you send a screenshot?

[safe minnow]

Uh...I need help to recover my ac

acc*

[spring grotto]

Did you bind it to Facebook, Twitter, or Yostar?

[safe minnow]

I did bind it to Yostar

but suddenly when I put again the Yostar email where my account was, it suddenly got erased

I tried to contact Technical support in the game but they have not responded me in 3 days

[spring grotto]

So, did you originally bind your account to Yostar in the settings in game when you were still logged into it?

[safe minnow]

yeah

wait

lemme check

nvm

I didn't

[spring grotto]

So when you were logged into your original account (the one you lost), you didn't bind to Yostar in the settings menu?

[safe minnow]

yup I didn't, because I thought that binding it in the main screen actually binded it to the acc

[spring grotto]

Gotcha. Yeah, it does not as the title screen is only for retrieving bound accounts and the settings menu is for binding.

So if you still haven't heard back from support, send a follow email to them and be sure to include 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]

email in case you need it

[safe minnow]

thanks

wait...if I don't remember the UID can it still be recovered?

I basically have all the other info

[spring grotto]

Yepp, it can. Just be sure to include as much account information that you can (such as in game name, server, command level if possible)

[safe minnow]

YAS

aight thank you very much! 😄

[kindred loom]

Screenshots in order of what happens after loading my game,

[spring grotto]

Gotcha. And you're not able to click the tabs at all?

Just to double check

[kindred loom]

Nope

Locked in, forces me to go through with it

Thankfully it's already made me consume all my cubes.. so it just cancels

From there I'm able to do something

Either it consumes my cubes and makes another ship or I don't have enough and it tells me it can't do that, thusly ending the tutorial

[tacit isle]

Hello everyone-found a little bug in supply line disruption challenge-oxygen meter does not decrease,what should i do with this ?

[spring grotto]

@kindred loom Hm...you could try building from the "Light" tab w/o it being in the tutorial process as that might force the tutorial to proceed but it's not a guarantee. Beyond that though, I'd say contact support via email along w/ your account information so they can look directly at your account and perhaps offer some backend assistance w/ the issue
@tacit isle You would post bugs in #bug-reports but it's already a known bug so no worries about reporting it

[tacit isle]

thanks for the answer

[stone plinth]

Can I get my profile back if I uninstalled the game and didn't bind it with twitter or facebook

[spring grotto]

So you didn't have it bound at all? If so, contact support via email w/ as much account information as possible and they'll help you regarding it

/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.

[kindred loom]

It seems your first suggestion worked, Strudel

Thanks

[spring grotto]

Hey, good to hear and no problem at all

[strange smelt]

stucked here, restart wont do anything

[paper igloo]

so for the daily of supply line disruption the air isn't going down

[spring grotto]

@strange smelt It's a known bug caused by Yuubari not being included in Fleet Tech
@paper igloo It's a known bug

[paper igloo]

oh ok

[strange smelt]

@spring grotto okay thanks

[rare spoke]

Well, it might be too late to worry about that, but I got a weird case of account loss. My progress was bound to Facebook account, but that account itself was disabled for idk what reasons and now is inaccessible. Is there any way to rebind progress somewhere else?

[spring grotto]

@rare spoke If it was disabled, email support about the situation and let them that you can't access that account anymore

/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.

[boreal quarry]

Encountering a terror message trying to up my Sakura faction tech from lvl3 to 4.

[spring grotto]

It's a known bug due to Yuubari not being included in Fleet Tech as of yet

[boreal quarry]

Alright.

[carmine hedge]

Uhhh

Im trieng to buy something and uhhh

[sinful yoke]

and uhhh

can you try restarting the app?

[carmine hedge]

Ok brb

[sinful yoke]

if it doesnt work let me know

[carmine hedge]

Ok so it sends me this notification

@sinful yoke

[sinful yoke]

I believe it can take up to 10 minutes with that notif

[carmine hedge]

I gave me it before but guess ill wait

[jovial cave]

Hey I've gotten this error for a few days now

I built Taihou, which pushed me over the 600 mark to upgrade my fleet tech, but when trying to upgrade it I get that error

[spring grotto]

It's an issue w/ Yuubari and fleet tech. Leveling your Yuubari to at least LVL 2 should solve it

[forest obsidian]

Does anyone know how long it takes fot support team to answer the e mails? I sended one 2 days ago and i havent got a response so far

[spring grotto]

Anywhere 1-8 business days (so not including weekends)

[swift linden]

before I ask, was there an avora event glitch

[sinful yoke]

there was a typo

[swift linden]

somehow I did the 3 hard mode maps

and didnt redeem

oh not the typo

[sinful yoke]

gotcha

[swift linden]

was this reported?

I can log on and show what I mean

[sinful yoke]

that would be nice as I dont really get it

[swift linden]

forgive my my english is terribad

you know how she asks for you to do 3 hard mode maps to redeem?

I did them

but OH

ignore me

derp

[sinful yoke]

[swift linden]

sorry

[keen raft]

[sinful yoke]

no problem

[swift linden]

wasnt the typo thing

I guess I just missed a day

[jovial cave]

I levelled the Melon/Yuubari to level 6, but I still can't upgrade my Fleet Tech.

[spring grotto]

@jovial cave Can you send a screenshot of your Yuubari along w/ the error code?

[spring grotto]

Oh, you sent the error code screenshot

I'll just use that one

Thank you though

[jovial cave]

Yeah the error code is identical

[winter ermine]

So after an issue is resolved, do I send a new email for a different issue?

[sinful yoke]

yep!

[winter ermine]

Alright. And when do I send it?

[sinful yoke]

the moment the issue occurs is when you should begin writing and sending an email

[winter ermine]

I mean, I did that and nothing happened for the longest time.

Then I started a new chain focusing on one problem

[spring grotto]

@jovial cave I'll bring this up to the team and I'll let you know w/ any updates

[jovial cave]

Thanks!

[winter ermine]

Anyway, sent email. Hope I can start working on roon again

[carmine hedge]

Not sure where this goes but I just received confirmation that I was charged for a gem purchase earlier today that didn’t go through. The purchase was put on hold because I had to update my payment information in my settings (iPhone X, iOS 13 Beta 5) and when I reconfirmed the purchase, it went through on Apple’s end but not in the game. How can I get assistance with this? My purchase was for the $39.99 gem pack including the first time double gem bonus. My UID is 68646745. In game name is PeashyKanna. Avrora Server.

[safe minnow]

when you try to get your account back but you provide the wrong name, bruh

[spring grotto]

@carmine hedge If you didn't receive the gem pack, please contact support via email and be sure to include your account information along w/ the purchase receipt and they'll be able to manually get your items for you

/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.

[safe minnow]

Like usually how much time does it take for support to respond? Just curious since I need to know so I stay up and alert till that time

[winter ermine]

Could be hours, to days. Normal time is 1-8 days. May as well sleep after sending email

[safe minnow]

F well makes sense

I mean...I have insomnia so I won't sleep anyway

[carmine hedge]

Thanks toaster. I’ll have to send an email then. Is a screenshot of the approved purchase/receipt from the App Store an acceptable receipt or should I wait for the email from Apple?

[spring grotto]

That should be enough iirc

[carmine hedge]

Thanks again!

[spark token]

Hello

where do i go for purchase support?

[sinful yoke]

did you purchase gems but not receive them?

[spark token]

correct

[sinful yoke]

contact customer support and make sure to include your uid, username, server, and a receipt if possible

/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 email above

[spark token]

got it thank you - where can i find uid?

[sinful yoke]

it is located under your name where you change your secretary

[spark token]

thank you!

fingers crossed

[sinful yoke]

no problem

[spark token]

oh

not sure if its in the news

really quick do you know when the 10% off skins deal ends?

[sinful yoke]

it ends on the 21st

11:59pm

[carmine hedge]

Yea, that was my concern lol

[spark token]

oof i hope i get compensated intime

[sinful yoke]

if you need it

[spark token]

?

[carmine hedge]

That was fast. I got my transaction cleared already. Hopefully you’ll get a response just as quickly

[brazen kernel]

hi all, is it possible to recover my account if I didn't binded it before on fb/twitter?
/beta tester here

[misty crow]

/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]

you'll have to email them

[brazen kernel]

oh, ok. thanks)

[sinful yoke]

@jovial cave hi! can you level yuubari once more and try again?

[jovial cave]

@sinful yoke It worked!

[sinful yoke]

glad to hear

[carmine hedge]

kawaa

[mental vapor]

what do i do if my purchase didn’t give me anything

[soft torrent]

I know that it is kind of an old meme, but I am experiencing hash error when trying to get into the game. Can it be because of the recent hotfix, or is there something wrong on my end?

[spring pecan]

Hello, is it possible to receive a ship that i already bought the skin, but can't acquire the ship itself and the event has ended?

[mental vapor]

don’t think so

you don’t get the ship that you buy the skin for

[glossy hazel]

bruh how i fix this??

[summer grotto]

Playing Backline Disruption and seems Subs Oxygen Bar never depletes but resurfaces due to no Oxygen? Bug?

[misty crow]

@spring pecan no it isn't

@mental vapor please email cs at [e-mail]

@soft torrent @glossy hazel please reinstall the games

@summer grotto known bug

[wet arrow]

Hi, I can't see the oxygen decreases while daily sub run, is it a known bug or i'm the only one with ?

[misty crow]

you might want to read a message or 2 above, yes

[wet arrow]

My bad thanks

[carmine kite]

I can't update with the hotfix. The update keeps restarting at 1/6.

[mellow zephyr]

Is the Blackline Disruption submarine oxygen meter bug already reported?

[misty crow]

@carmine kite please reinstall

[carmine kite]

Oof thanks

[misty crow]

@mellow zephyr several times infact, literally 2 messages above