tech-support

[sinful yoke]

also where are you logging in

no message should be telling you that

if you’re getting “bound to another uid airi” please login at the title screen

[limber bloom]

accidently requested a refund twice through google play because i didnt get any confirmation, hope its not on both bills. if so might i get in trouble and if yes is there any way to solve that, as i didnt mean to request for both bills? @spring grotto

[raven pond]

aye

uh

how do i log in my other fb acc

on non mobile

it saved my fb acc(b), so i cant log in on my fb acc(a) because all it shows is a continue and cancel button

it says you were previously logged in

[sinful field]

I did not receive my gems and bot on FB profile told me to join in there but where do I write about it/who do I pm directly ?

[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.

[dapper basalt]

didn't look like this has been reported yet, but Ikazuchi's icon with the Festival skin has a random white border around it

[misty crow]

please report 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

[pale walrus]

what do i have to do when i bought games but they didnt show up can anyone help me pls?

[spring grotto]

Please contact support via email w/ your account information and a purchase receipt of the gems/items and they'll get it manually fixed 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.

[spring grotto]

email in case you need it

[cloud sleet]

So this happened i was downloading the l2d and when i try to turn on l2d my taihou didnt showed up and when i try to go to acces other stuff im stuck at loading

[pale walrus]

@spring grotto thank you very much

[spring grotto]

@cloud sleet Yeah, it's a known issue that can happen w/ L2D at times. Unfortunately the only fix we've found for now is to either A.) attempt a file deletion if you don't have your account bound (steps of how to are in the pinned Google Doc in this channel) or B.) do a fresh install if your account is bound to FB, Twitter, or Yostar
@pale walrus No problem at all

[cloud sleet]

rip data...

i have to waste my mobile data for AL again q-q ty anyways

[pale walrus]

@spring grotto is this pic as a prove enough?

[spring grotto]

Are you coming from Android or iOS?

[pale walrus]

Android

[spring grotto]

Okay. Did Google not email you the full receipt as of yet?

[pale walrus]

i got an mail from google

is a screenshot enough?

[spring grotto]

Yeah. If the email that came from them was the receipt (such as w/ the order ID and whatnot) then just screenshot that and that'll be good

[pale walrus]

ok thanks

[violet agate]

Ok i start over but it won’t let me in my name

[violet agate]

Hello it done but cannot get in my name

I type johnpaul and the thing says its all ready chosen

[misty crow]

let me get up to speed

you got your account ID from email back

correct?

binded to yostar

[violet agate]

They told me to create new Azur lane account then bind then provide you new Azurlane account

Uid

[misty crow]

use a diff name then

if they're asking you to create a new account

[frail heart]

how can i collect 18 stars for 7 days

[misty crow]

/18stars

[pale pagoda]

https://cdn.discordapp.com/attachments/501231036433432576/616623020399919114/unknown.png

[violet agate]

I going too try that once they try that i may get my old one back

[misty crow]

@violet agate they NOW asked you to make a new account correct

@frail heart refer to that image above ^

[violet agate]

Correct new account one of the three save points and provide new azur lane account uid once they checked they say they look at lost and new

And new account

[misty crow]

so then make the new account with a diff user name

since you can't use an existing name

[violet agate]

Ok i well try sorry to brother been having trouble sends i dont like losing anything

[finite island]

about the stars again, but it olny gives you one star per day?

how do you collect 18 in 7 days?

[spring grotto]

https://cdn.discordapp.com/attachments/501231036433432576/616623020399919114/unknown.png

[balmy garden]

@spring grotto

I can’t put Albacore in my formation

[sinful yoke]

what is the issue

[balmy garden]

I can’t put albacore in my fleet

[sinful yoke]

but what is stopping you?

an error, not showing up etc

[balmy garden]

not showing up

@sinful yoke

[sinful yoke]

in the fleet after putting her in or not showing up when you try to

[balmy garden]

not showing up when i try to

[sinful yoke]

are you in submarine fleet?

[balmy garden]

no

[sinful yoke]

she is a submarine

[balmy garden]

oh

ok

thx

[sinful yoke]

[carmine hedge]

[slim thunder]

it updated in mid rolls i my pulls still set?

[fair isle]

My game crashed after I beat the boss on 9-4 at 80% (to become 100%) but it still says it's at 80% even though I get the rewards for the 100% clear; do I have to do it again or is there a way to fix that?

[spring grotto]

Try closing the app and having it closed for about 10 or so minutes and then reopen it. And see if that perhaps corrects it

[fair isle]

I'll try that

Okay it worked. Thanks

[spring grotto]

Okay, that's good to hear

[carmine hedge]

hey toastt

[lavish torrent]

Switching phones soon, as long as my account is bound I should be good correct?

[sinful yoke]

yep!

you bound your account in the settings under fb/tw/yostar?

[honest thorn]

I heard about a "crash" that could be fixed when select something in the developer mode, but it has a video

So where do I search it?

[sinful yoke]

do you mean crashing when you login?

[honest thorn]

Yeah something like that

[sinful yoke]

do you need a step by step with developer mode?

[honest thorn]

If you will, please

[sinful yoke]

ok one moment! need to find it

https://cdn.discordapp.com/attachments/488684387932700672/585056230964199446/unknown.png

[honest thorn]

Got it, thanks a lot!

[sinful yoke]

[cerulean raft]

Is the 500 oil mail the thing we get from the Anime expo Redeem Code Deluxe?

Was there anything else besides the 500 oil?

[sinful yoke]

can you send a screenshot of the mail you got

because anime expo redemptions ended long ago

and the mail was sent long ago as well

[lavish torrent]

@sinful yoke bound to Facebook, thanks for prompt reply!

[sinful yoke]

no problem! when you want to login on the new device, go ahead and do these steps

[carmine hedge]

Hey, since the last update my game normally crashes after I play for some time and then try to open the dock. This has been happening both on my phone and on my emulator. Is there a fix to this?

[spring grotto]

Do you have a L2D skin equipped?

as your secretary

[carmine hedge]

I do, Vampire

[spring grotto]

Gotcha. Yeah, that's probably the cause of it. There's a known issue that L2D skins can randomly cause a crash when opening the dock. But it's usually tied w/ opening it too quick from other menus. So some things you could try to see if it helps: try a file repair from the settings menu to see if it can detect anything, clearing your game cache, or just simply slowing down when opening the dock (as in, letting the L2D skin load in fully if you weren't before).

[carmine hedge]

Will do, thanks for the help

[spring grotto]

No problem at all

[errant isle]

How long does it usually take for them to respond to an email?

[modest rune]

help me, give me please 1 taihou, I spended more than 500 cubes and 70$ for get him and no have one. the probability of loot taihou as broken in my account ??

[sinful yoke]

@errant isle 1-6 business days

@modest rune there is no possibility of your account being bugged, it is rng

[opaque junco]

Hi i have problem i dont get ballot points i got stuck at phase 1/45 nad 0/200 but i get like 2k in few Days but The counter still show 0/200 where i can report this?

[lucid orbit]

guys, how do you unbind fb account?

[modest rune]

There is a possibility to give me 1 taihou because is my waifu and I have no money for buy cubes for try more times, it's my last chance to get her , If I don't get her, I don't have the desire to play anymore, I'm really sad

[north kernel]

How long does contact take again?

[spring grotto]

@lucid orbit You just need to go to the settings menu in game and click on your FB bind to disconnect it
@modest rune There is not, sorry to say
@north kernel Anywhere between 1-8 business days (so not including weekends)

[lucid orbit]

I tried that but it keeps saying Account binding failed

tried again just now and still same response

[spring grotto]

Does it give any error code or anything?

[lucid orbit]

yeah

failed:100213

[spring grotto]

Ah, gotcha. So FB is your only bind on the account, correct?

[lucid orbit]

so, my fb account currently bound with my very first account that i dont use anymore

i kinda wanna transfer it to my current active account

[spring grotto]

So, it's the only one on it?

[lucid orbit]

yeah

my current account only bound to yostar acc which is troublesome to login back again in case anything happen

[spring grotto]

Okay. So that's the reason you're getting that error code. When attempting to unbind your only bind, you'll get that error. So to fix it, there are are two options you can try. The first being putting another dummy bind on the account (such as a fake Twitter or random email for Yostar) so that you have more than one bind as this should IDEALLY clear up the error code. The second being contacting support via email so they can manually get it unbound from the backend

[lucid orbit]

ohh alright, ima try that option first

thank you for infos

[spring grotto]

No problem at all Just let me know if it doesn't work

[lucid orbit]

alrighty

@spring grotto it works with dummy twitter acc 😄 thank you so much

[spring grotto]

Hey good to hear and you're welcome

[lucid orbit]

ah but i couldnt use that fb account for my new acc XD

failed:100140

[spring grotto]

Hm...not too familiar w/ that error code unfortunately Can you post a screenshot of it?

[lucid orbit]

okok

[toxic totem]

Hey, can someone help me with something, i collected the shadow theatre furniture but its not in my owned furnitures

[spring grotto]

@lucid orbit Unfortunately I'm not sure that's the first I've seen that error code. Perhaps try restarting the game and as well as clearing the game's cache just to see if that achieves anything

@toxic totem make sure you’re looking in the collection tab

[lucid orbit]

alrightt

[toxic totem]

Found it, thanks so much

[granite lion]

/purge 100 354920926334287875

[pale pagoda]

Successfully deleted 3 messages out of 100.

[teal hornet]

uhhh

i accidentally bought something twice because it backed out of my bank app and popped up the screen again

both payments didnt arrive

i mean

both gem payments

'

if i dont get a payment confirmation from google it should be refunded correct?

[sinful yoke]

it will only refund if you request from google, not automatically

[silver kraken]

what do I do if my purchase was declined but payment went through

[sinful yoke]

best case here is to refund either both, or one and contact customer support for the gems for the 2nd pack

@silver kraken do you want a refund or the gems?

[silver kraken]

well either is fine, I bought the anniv package

Do I email customer support?

[sinful yoke]

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.

[sinful yoke]

make sure to include your user info including server and a receipt if possible

[teal hornet]

last time this happened it auto refunded

but ill contact google support

ok so

the order didnt go thru google play either

i didnt receive any receipt or confirmation

so i guess its in limbo and i just have to wait

i hope

[undone valve]

I keep getting an issue where the gem store is telling me my iTunes account has been disabled, or that the Azur Lane account was disabled when it hasn’t. Is there a fix for this?

[spring grotto]

That's something going on w/ your Apple account. Unfortunately can't say for sure WHAT's going on w/ it. First just make sure you're logged in correctly to your Apple account on your device and as well that your Apple account settings are set correctly

[undone valve]

Yeah, I have. Double checked everything. Even tried resetting pay accounts and details. Everything is fine, as far as I can see. Only Azur Lane is preventing me making purchases, no other app is.

[spring grotto]

Not too sure. But it's coming directly from Apple, not AL. And as well, Apple even has a dedicated page for this message saying that if you get it, you need to contact them. Page for reference: https://support.apple.com/en-us/HT208856

[undone valve]

Awesome, that’s somewhere to start. Thanks! 🙏

[spring grotto]

No problem at all and hope it gets sorted out

[cinder crest]

Hi! I need help. My credit card expire today, I have the new one, but forgot to update it in google play. I purchased today gems for 10usd, I got gems, but money are still on my card. I spent gems for skin. What can I do to sent money from my card?

[spring grotto]

So bought gems w/ your expired card? And spent those gems?

[cerulean cypress]

Hello, I just re-downloaded the game after a year, wanted to get into it again but it looks like my account is gone now. Is there anything I can do about it?

[spring grotto]

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

[cerulean cypress]

I don't think so

[spring grotto]

Do you happen to have your UID from your old profile?

[cerulean cypress]

im trying to see if there's a screenshot where it shows it

i have old screenshots of the fleet n stuff

[cinder crest]

@spring grotto Yes, I made it by mistake

And do not know how to pay now

[spring grotto]

Well if your card was truly expired it should've declined it automatically as it wouldn't have been approved

[cinder crest]

I got new card 2 weeks ago, the bank account is the same

Card expire 08/19

Today is the last day

But I activated new card 2 weeks ago, so since that moment old card do not works

[spring grotto]

Well this is a tricky situation if it truly was deactivated (especially since the gems were spent). I'd say contact AL customer support via email and let them know the situation and see what steps they'd like for you to take

/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

[cinder crest]

thanx!

[cerulean cypress]

I don't have the UID

[spring grotto]

Alright, no worries. You can try checking your social media accounts in their app permissions to see if you see AL there. If you do, then it most likely means you had it bound and you can follow the pinned image for retrieving your account that way. If not though, contact support via email regarding your account and they'll be able to look into it and help you (and be sure to include as much account information as possible). Email is in the above bot message

[cerulean cypress]

alright, i'll try that

thank you

[crystal pagoda]

Hello, could you help with the recovery of my account, I deleted the game a few months ago, recently wanted to play again tried to go again but I did not work, the only thing I remember about the account is the nickname

[spring grotto]

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

[crystal pagoda]

No (

[spring grotto]

Okay. Do you happen to have your UID? It's a long string of numbers that was in your profile in game

[crystal pagoda]

I'll look for screenshots, maybe there will be

I couldn't find UID

All I remember is the nickname - "DoveZhora" the server on which played - "Sandy"

[spring grotto]

Okay. Please contact support via email then about your account and needing it recovered and they'll be able to assist you. Please do include all the account information possible (such as in game name, server, commander lvl, etc)

/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.

[crystal pagoda]

Thanks

[cinder crest]

I sent letter to [e-mail], thanks for help

[oblique trellis]

They entered my account without authorization and deleted all my ships, do you think support can help me recover them?

[fast mica]

someone knows how much time they took to give an answer?

[spring grotto]

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

[fast mica]

T.T

[fast rain]

i accidentally had to reinstall azur lane

and i cant seem to get my old account back rn

im tried to log in with facebook

and i pressed on yes that i wanted to contine with it

[sinful yoke]

did you

login to the right server

wow I love that emote

[fast rain]

will check

1 sec

omfg

guess i went full pepega

thank you

[sinful yoke]

no problem

[worldly gazelle]

I have a question regarding a gift I wanna send to some friends, with who can I talk with?

[sinful yoke]

what is the question?

[worldly gazelle]

I wanna send a ring to each of my friends

How can I do that?

[sinful yoke]

you cannot, you’d have to purchase giftcards for them or something of the sort

[worldly gazelle]

Oh I see

So you mean gift card from iOS or Android?

[sinful yoke]

yup!

[worldly gazelle]

Oh I see

Nice, thanks for the help 🙂

[fallen hearth]

so im grinding 8-4 and now suddenly the boss ship isnt spawning despite having beaten enough mobs

[acoustic vortex]

I can't log in using the facebook or twitter option in the main screen, this happens every time I try to use the options (I reinstalled and I'm using Nox updated) help please

[sinful yoke]

@fallen hearth try restarting the app

@acoustic vortex can you turn developer mode on and off then try again?

[acoustic vortex]

Where can I change that?

[fallen hearth]

ah thanks, that actually worked

[sinful yoke]

https://cdn.discordapp.com/attachments/488684387932700672/585056230964199446/unknown.png

[acoustic vortex]

Hmm, I'm using Nox right now

My phone died and I'm trying to keep playing on Nox for now

[sinful yoke]

I see

[acoustic vortex]

I binded my account with facebook so I'm trying to log in with that option but that message appears everytime I try

[sinful yoke]

even after doing the developer mode thing?

[acoustic vortex]

Same

I enabled developer mode but still can't log in

[sinful yoke]

did you turn it off

and make sure to fully close app

[acoustic vortex]

It's on now

I closed the app

Now it's off, tried again and same thhing

😦

[sinful yoke]

contact customer support and explain the developer mode did not work and still crashes

/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.

[acoustic vortex]

I reinstalled nox and still the same issue lol

I will lose my login bonus 😦

[hoary ember]

Help me guys the accoun link is dont want to work

I linked yostar and twitter on my tablet but if i sign in on my phone it starts a new commander

[sinful yoke]

login to the right server

[hoary ember]

Thx

U are life saver

Stil doesnt work

[sinful yoke]

try all servers

[rotund surge]

if i deleted the game and i didnt link my account can i recover it?

[sinful yoke]

definitely did not bind it?

[rotund surge]

i didnt bind

[sinful yoke]

contact customer support

/techsupport

[pale pagoda]

Z23 Sensei

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[acoustic vortex]

I finally logged, I just updated google play store, logged my google account and updated the facebook app

[hoary ember]

Ok finaly it’s done thanks for help.
The second time the problem was i accidently diconnet twitter on my ipad
but because it was a new twitter acconunt i made a secoun account and the secound time i did everything good.
Thanks for help

[orchid star]

I had my account bound with G+ and now that that’s obsolete I can’t seem to find my account. I didn’t use FB or do I have a Twitter. Suggestions?

[misty crow]

@orchid star there was never a google bind

so it would mean you never binded your account

[orchid star]

No? Just FB and Twitter

Ah. Well.

[misty crow]

fb twitter and yostar

[orchid star]

Well. I bound to Yo-star.

[misty crow]

if you did then you can log in back

https://i.imgur.com/roy6tih.jpg

[orchid star]

To the unbound account?

[misty crow]

did you bind to yostar?

[orchid star]

Just now.

Iirc I had an account before binding to Yostar was a thing.

[misty crow]

well, then you'd have to email customer support

/techsupport

[pale pagoda]

Z23 Sensei

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[orchid star]

Thank you Ender.

Sucks because I had some great ships.

@misty crow would that be the device model of the phone used when the account was created or current ?

[sinful yoke]

current

[orchid star]

Thank you.

[sinful yoke]

its irrelevant if its no longer in use

[orchid star]

Emailing now.

Do you have an Eta on when I should check for an email?

[sinful yoke]

1-6 business days

[glossy zodiac]

Hi, my friend wants to go back to Azur lane after some time and he has not linked his account to anything. Is there a way to recover the account please?

[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]

please ask him to email cs ^ @glossy zodiac

[glossy zodiac]

Ok thanks, but I am not sure what info he could give to identify his account...

[misty crow]

his username

if he doesn't even have that then err

it's... extremely difficult

[charred venture]

I tried to do a hardmode map with 2 fleets and one of them doesnt show up on the map and cant switch to them either?

it said there was 2 fleets when i went to do the map

[misty crow]

check your meowfficer slots

[charred venture]

ok

[rare salmon]

Hello, there is a problem. Buying 1st anniversary pack there was a suspension of the phone. The card was debited but nothing came to the in-game mail.

Help

[misty crow]

please email CS

/techsupport

[pale pagoda]

Z23 Sensei

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[rare salmon]

ok

[charred venture]

i had no meowfficers in either fleet

[rancid lion]

I dunno if this is really the right place but I've been having my game lag really bad when I'm playing AL in my S6, and I have zero idea as to why it does that in this phone and not on my previous one that I got free.

[misty crow]

go to your in game settings, to the audio tab and press repair

it might prompt you to redownload

[rancid lion]

Okay!

Hmm... I don't know if it helped...

It still lags horribly

[agile basalt]

I need help

[misty crow]

ok i want to clarify

is there just 1 issue

or multiple issues

[agile basalt]

Ok

I play Game and I play 14 day= 14part and today I play hardmode I play 2 game and then I logout I don’t know why and I can’t comeback before reset day to a new day I miss 1 day

Only one thing I need to play hardmode more this😭😭

I miss this

I have only 1 issue

[misty crow]

if you have already done your hard mode today

then unfortunately, you will miss out on avrora

[agile basalt]

Yes but I miss yesterday because I have logout auto and then I can login today on yesterday I do anything to login but it ineffective

Oh nooo TT

@misty crow Thank for tell me

[wary parrot]

In Fights my screens gets shorter. Out of battles its normal

[sinful yoke]

intended

[wary parrot]

ok , is there a specific reason?

[sinful yoke]

you cant increase the view of the battle, its the same for everyone

[charred timber]

Does anyone know how to use a vpn?

to play in Argentina

[spring grotto]

You just need to download one from your respective app store (preferably a free one), turn it on, and set it to a location such as USA or so

[charred timber]

mmmmm ok I’ll see

[mortal arrow]

Hi, I'm having an issue where I bought gems to purchase a skin but no gems have shown up and in my purchase history it says purchase is pending.

[spring grotto]

Please contact customer support via email w/ your account information and a purchase receipt and they'll be able to manually get it fixed 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.

[spring grotto]

email in case you need it

[mortal arrow]

How long does this process usually take? I was wishing to purchase one of the new skins before they expire.

[spring grotto]

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

[mortal arrow]

I don't suppose you know if it'll be possible for them to still be able to send me the skin if it takes longer before the skin is no longer available?

[spring grotto]

Most likely not, sorry to say

[small radish]

hi, did someone know if i can unbind the yostar acc?? i can´t use anymore the mail that i bind it with.

[spring grotto]

For Yostar accounts, you'll need to contact support directly as players aren't able to interact w/ them

/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. And please include all your account information as well

[carmine hedge]

can someone link me the hardware requirements for azur lane?

getting new phone so wanna make sure it will run well on it

[sinful yoke]

it should be on the app store/google play store

ios doesnt give specifics it seems

[harsh flare]

Is the Sandy event broken? I keep only recieving one star per day despite the event description having me believe that I'm supposed to get more each day depending on how many I've already gotten.

[sinful yoke]

it is not broken

consult us after the 7 days if you do not have 18 stars

[harsh flare]

I'll do that.

[carmine hedge]

@sinful yoke thnx for the heads up 😄

[meager owl]

Hello, i have a question regarding my account. So a while ago i played azur lane and it was linked via twitter but i apparently deactivated the twitter account. Does this mean my data is gone or is there anyway to recover my AL acc?

[sinful yoke]

is the account suspended or no more?

[meager owl]

no more

its been past 30 days

[sinful yoke]

contact customer support about the issue to recover

/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.

[meager owl]

ok thank you

will i need to enter my uid?

dont exactly remember it

[sinful yoke]

if you have it

[meager owl]

ahh ok

thanks, ill try to find a screenshot with it or something

[coral summit]

Accedently bought something from the core shop. Any help?

[spring grotto]

Unfortunately there is not, sorry. Purchases such as that made in game can't be refunded as they have confirmation pages before going through w/ the purchase

[coral summit]

But there was only 1 confirmation page for the core data

[spring grotto]

Yes, but it's still a confirmation page, to confirm you wanna buy it. If you'd like, you can try emailing customer support but it's very likely it'll be declined

[sinful yoke]

are you sure you want to buy this
are you really sure..?

are you really.. really sure?

[spring grotto]

/techsupport

[pale pagoda]

Z23 Sensei

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[spring grotto]

email in case you need it

[sinful yoke]

do make sure to tell them what specific item it was too as they might not be able to tell

[coral summit]

Im not really butthurt about it it was just this.

I'm just getting mixed signals of "this is good" and "it's trash" from different ppl I don't want to bother the staff with small mistakes even though I spent hundreds of dollars

[winged delta]

How do I get my account back if I didn’t link but did buy stuff from the game?

[spring grotto]

So you're sure you didn't have it bound to FB, Twitter, or Yostar?

[winged delta]

I tried using all but it kept sending to the first tutorial

[spring grotto]

Did you make sure you choose the correct server? You need to choose the server that you previously played on

as accounts stay on that server (and don't pay attention to the character icon. It won't show up until you log into the server)

[winged delta]

I don’t remember it was about 1-2 years

[spring grotto]

1-2 years? The EN server has only been out for barely 1 year. Are you asking for the EN client or one of the others like JP/CN?

[winged delta]

Yeah

[spring grotto]

Okay. Do you happen to have your UID from your old account?

[winged delta]

No

I just know I bought some packs and I thought it would be possible to trace back

[spring grotto]

Okay. If you don't happen to have it then, please email customer support with as much account information as possible (such as in game name, server, commander lvl, etc) and let them know you'd like to recover 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.

[spring grotto]

email in case you need it

[winged delta]

Thank you very much!

[spring grotto]

[meager owl]

what other info can we give that may help with recovery of our acc?

just want to be as helpful as i can when emailing

[spring grotto]

The above mentioned information, ships in your fleet, last login date. Information such as that can be helpful

[meager owl]

ahh ok thank you

[turbid cobalt]

What is the drop rate % for Taihou this event? I have spent some 200 wisdom cubes an haven't gotten a single drop of her. I have a maxed out Essex, but now the character I actually want. :<

[spring grotto]

That's more of a question for #gameplay-help for future reference. But the rate of a SR ship is 7% and then Taihou has a rate up of 1.8%

[turbid cobalt]

Ah, Sorry and thank you for answering. So I just have really bad luck. -.-;

[brittle grail]

hey after this recent update I've been having near infinite loading

[misty crow]

on which screen

[brittle grail]

trying to go from main screen to battle

been watching the manjuu loading for like 4 minutes

[misty crow]

try using a vpn

[brittle grail]

I do not have a vpn

[misty crow]

get a free one then

[brittle grail]

would that even work with nox?

[misty crow]

if it's nox, try restarting your emulator first

[brittle grail]

okay that seemed to help

thank you

[carmine hedge]

hello ender, hi toast

[raw stone]

let me ask, I play on the IOS and I can not log in to continue on the Android operating system, is it that the account playing on the Android side can not play on the IOS?

[brazen burrow]

i didn't receive the free oath ring of middle august! I didn't marry any ship and there's no ring in the deposit and also in the mail (it's clean 1/100).

I wrote to the support through the game. Should i write something via mail or it's good enough?

[misty crow]

@raw stone no such thing for ALEN, you'll need to bind and log in to the correct server

@brazen burrow try sending by mail if they don't reply after a week or so

[brazen burrow]

Ok, thank you!

[sullen creek]

Why?

[calm verge]

Why does my game freeze all the time? Started happening on both my emulator and my phone after latest update.

[misty crow]

restart the game @sullen creek

@calm verge freeze in what sense

[calm verge]

Literally

Have to restart

Like freeze frame

[sullen creek]

Restarted again and again,but it often happens

[misty crow]

that happens because of shaky connection

so you might want to fix that or this is gonna keep on happening

@calm verge try reinstalling

[calm verge]

But why does it happen on two seperate devices?

[shell spire]

I have the same problem. It started freezing today at random times (after a boss fight, collecting rewards...)

[carmine hedge]

Hello i started playing AL like 1 week ago

I didnt link my account and my phone died yesterday so i got a new one today

Is there any way to recover it ?

@ me for answer thanks -.-

[spring grotto]

@carmine hedge If you didn't link your account, please contact support via email and let them know your account information and they'll 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.

[spring grotto]

email in case you need it

[carmine hedge]

Thanks

[chilly dove]

i was billed twice for buying the 39.99$ gem pack on my card and only got the gems once, how should i go about fixing this? if i call my credit card company to refund would that have an impact on my account like would i get banned or something

[sinful yoke]

contact google play to refund one of the double bills or contact customer support if you want the gems for it too

it will have no negative impact

[chilly dove]

i tried to refund through itunes but they said that i would have to contact the game developers for it

[sinful yoke]

contact customer support and make sure to tell them that they requested from them specifically

/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.

[chilly dove]

ok thank you

[carmine hedge]

So i just made a purchase , apple charged me i can see it in paypal but when i went back to the game it gave me an error and didnt follow through can someone please help

@granite lion

[granite lion]

/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.

[granite lion]

literally previous message

[carmine hedge]

lol sorry

kinda worried

[granite lion]

just send them an email and they'll sort it out

[carmine hedge]

how long would it take to hear back from them?

[cobalt snow]

1-8 business days for them

[vagrant socket]

can somone tell me how to contact AL stasupport? this doesnt see mto work

contacted them last thursday not even a hi

[sinful yoke]

well.. their job isn’t to say hi

they can take 1-6 business days to respond

[vagrant socket]

dont pick my words

u know what i meant

[sinful yoke]

when in doubt, email them at [e-mail]

well they technically did respond

[vagrant socket]

thats a Bot

not them

[sinful yoke]

it is not a 24/7 service so they cannot respond how you like all the time

[vagrant socket]

the problem is the thing i need help with concernes payment and will end in 2 days .......

so if no response im just fucked

[mental girder]

I’m quite concerned about a message that sometimes comes up saying that “ This account is logged on a different device.” I’ve changed my passwords and also updated some information to ensure that my account is safe, but still I get the message sometimes. Is this a visual glitch for “Lost Connection” or should i really be concerned about my account being leaked without me knowing?

[sinful yoke]

its not a visual glitch

is your connection unstable?

[mental girder]

Quite sometimes, mainly if I jump from app to app

It’s somewhat common for the lost connection due to my area so it’s quite comfortable but recently it came up that someone was logged on a different Device, I’ve just had red lights in my mind whenever those messages popped up

[sinful yoke]

it either means someone is in your account or your connection is so unstable that it lags and registers you as online twice

[mental girder]

Hmm I’ll probably shift towards the second option, if anything happens that makes me believe otherwise i.e loggin have changed and deleted gear xyz, I’ll know. Thanks for the help @sinful yoke

[covert cave]

So I can't seem to download L2D files, if I've already downloaded audio files

And vice versa, after reinstalling the game, I can't seem to download audio files if I downloaded the L2D first

ERROR(CODE:5)

[spring grotto]

Can you try restarting your device and then a different network connection?

[feral wharf]

The popularity poll missions are not getting counted?

[spring grotto]

What do you mean?

[covert cave]

Restarting was attempted already
Reinstalling was too
Clearing cache as well
Attempting different network also failed
Gonna try backing up and resetting

[spring grotto]

Okay. If all else fails, please open up log mode and take a screenshot of it when attempting to download it

/logmode

[pale pagoda]

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

[covert cave]

How do I open up log mode on ios?

[spring grotto]

Same way

[covert cave]

Which is....?

[pale pagoda]

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

[covert cave]

Oh

[spring grotto]

You need to watch the video

[covert cave]

Tfw I thought that was a command I inputted into the app >.>

Oh wow...

AL really doesn't want to work

All screenshots came out completely greyed out

Tfw I was forced to stream, then screenshot from the second device

as a heads up, I still have 1.63 GB left

[spring grotto]

Hm...I'm not seeing anything that sticks out to me in the logs personally So I'd say send this screenshot to customer support (along w/ your account information and device information) and see if they can offer any backend information and/or support for it. I can't try it out on my iOS device right now so I can't say if it's for all iOS devices.

/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 as well

[balmy jetty]

login is down or just me? nvm isp problem

[carmine hedge]

Same for me actually

[balmy jetty]

it works for me already, my isp had some problems, still cant access some things but al works

[past wind]

Hey, don't know if this is the right place but I'm trying to make a purchase and noticed that $39.99 gems bundle is incorrectly priced when I'm in the Google Play checkout. It's $40.99 whereas all the other options are the "advertised" price.

[onyx isle]

is that the "+Tax" ?

[past wind]

Don't think so. All the other options are the correct price e.g. $0.99, $19.99, etc. It's just the $39.99 option that shows it as $40.99

[heavy valley]

Yostar cs said they already unlink my account, but when i try to login with FB, (which before i already bind with), it starts back on the tutorial, and when i login with YAS, it still work even tho they said its unlink already

And now i cant bind Facebook and Twitter for this error has shown, and im guessing i cant change my YAS email can i? I really want to change it any way possibor

Oh and forgot to mention somehow the Facebook bind is unbinded when i login with the YAS and check account setting

[carmine hedge]

Reee

[spring grotto]

@past wind It has something to do w/ Google pricing when we asked the EN team about it. https://discordapp.com/channels/456397991847395339/468804193646542849/491147789296861185
@heavy valley So just to confirm, did you have Facebook and/or Twitter bound originally? And did you want them removed or just Yostar? And to change the yostar bind email, you'll have to ask support through email to change it

[marble musk]

what is going on

[spring grotto]

The game didn't load properly for one reason or another. A restart should ideally fix it. If not, a file repair from the settings menu could help

[swift barn]

I am having a similar problem as the above screenshot, but for me, it kicks in when trying to load up the initial L2D login screen and completely locks up AL. Screenshots don't work, just saves a pure white screen.

[spring grotto]

Try restarting your device and as well as clearing AL's cache

[swift barn]

Tried both, no change. 😦

[spring grotto]

Okay. Could possibly be corrupted files then if it's a pure white screen. If you have your account bound, try a reinstall or if you don't happen to have it bound, try a file deletion (steps to file deletion can be found in the pinned Google Doc in this channel)

[swift barn]

The faction loading screen comes up, the progress bar moves close to the end, but then it shows the L2D screen with white boxes and totally unresponsive. That loading screen gets screenshotted as a solid white screen.

[spring grotto]

I'd still say same steps. Mostly b/c it locks up the game completely and restarting and clearing cache didn't work

[swift barn]

Ugh. File deletion, no changes. Only have Yostar bound, but that should be enough to safely reinstall, correct?

[spring grotto]

Correct. If you had it bound to Yostar in the settings menu in game, you're fine

[swift barn]

Figures I'd have trouble for the first time the day before my new tablet is supposed to arrive. /sigh

[fast carbon]

I made a purchase of gems but they haven't come through on my Phone

[spring grotto]

If you didn't receive them, please email support w/ your account information and the purchase receipt and they'll manually get it fixed 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.

[spring grotto]

email in case you need it

[fast carbon]

Thank you all

Or just you haha

I'm new to the Game how often does support reply?

[spring grotto]

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

[fast carbon]

Gotcha

[stuck root]

Hey guys, not sure if it's been addressed but do you guys plan to do maintenance for Android 10? I've received the update for my Pixel but holding off until more news comes out for the games that I play, including Azur. Don't want the game to brick

[swift barn]

I'm back. Reinstalling now won't go past a black screen after the company logo 😢

[sinful yoke]

@stuck root we do not know

@swift barn can you try restarting your device?

[swift barn]

I've done all standard troubleshooting steps already. Restarting device, clearing cache, clearing data, deleting the "version" files, uninstall>reinstall.

Just noticed that the reported app size is only 172MB instead of 1GB+.. I assumed earlier that it would be downloaded post-install, but the Play store actually says that it should be 1GB+.

[sinful yoke]

can you try resetting your router or trying a different connection while logging in

[swift barn]

It was in fact not being fully downloaded for some reason. I'm back in. 😄 Thank you for the help.

[sinful yoke]

it has to get past the black screen to fully download all the files

[swift barn]

It has to download 1GB+ from Google Play first. 🤣

[serene sparrow]

I don’t know if this is the place to go, but I ordered a pack yesterday and haven’t received the contents of it yet. If this isn’t the right place to go to, then could you let me k ow what place I should go to for this problem

[sinful yoke]

what pack?

[serene sparrow]

Yukata pack

[scarlet elbow]

What should I do if the payment process is long?

I just bought gems, but it went long. I remember what happen next if I close it. I will not receive gems again.

[sinful yoke]

@serene sparrow sorry for the late reply, I became busy
have you checked your mail?

@scarlet elbow how long has it been?

[scarlet elbow]

5 minutes ago.

[sinful yoke]

if it hasnt charged you yet, I think you should try again

[scarlet elbow]

I try close it. If I don't receive gems, I report it.

[sinful yoke]

[sinful yoke]

were you charged?

[scarlet elbow]

Yeah.

[sinful yoke]

contact customer support and make sure to include your username, server, UID, and a receipt/proof of purchase 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.

[scarlet elbow]

No. I got the gems and I have pay it.

So there's no problem.

[sinful yoke]

ah ok, good to hear

[serene sparrow]

@sinful yoke I checked my mail and it is not there

[sinful yoke]

contact customer support like above

[serene sparrow]

At the [e-mail] email, right?

I did that and am waiting in a reply

[sinful yoke]

[frosty garnet]

have been trying for 3 days, and it's not working, should I reinstall?

when I try to connect by facebook or Twitter

[spring grotto]

You could attempt a reinstall. If it doesn't work though, try turning dev mode on and then off. If that doesn't work, the other solution would be to logging into your AL account on a separate device (such as a spare phone) and bind it to Yostar while logged in on there as Yostar doesn't have crashing issues like Facebook and Twitter will have at times.

[frosty garnet]

roger

thanks for your work toaster

you helped me like 3 times

[spring grotto]

No problem at all. If none of those work though, just let us know and we'll go from there

[frosty garnet]

I will try to ask a friend to install the game in his phone so I can bind the acc to Yostar

mine is ded, that is why I waas trying in PC

[frosty flame]

So I encountered a bug as mentioned in #gameplay-help . I have completed the 110 awakening mission but upon awakening the mission does not finish. I've used the game on multiple devices and encounter it. What other information do you need?

[sinful yoke]

can you send a screenshot of the mission?

[frosty flame]

Sure https://cdn.discordapp.com/attachments/460645783021289472/618647754775724032/unknown.png

[sinful yoke]

can you try closing the game, waiting 10 minutes, then opening it again and see if that helps it at all?

[frosty flame]

I did that on my mobile; I've also tried doing this on my computer and a tablet.

[left torrent]

Can someone help me stop the music on the music room

Its been running for 20 mins now xD

I just searched it on yt it says it'll go on for 1HR straight....

[shy juniper]

I have a twitter account bound to an account I accidentally created when trying to log into my original account on a new device and am unable to unbind that twitter account

[urban gazelle]

My login Fedsar,server Sandy.Where my gems(300x2) is??

[misty crow]

please email cs

/techsupport

[pale pagoda]

Z23 Sensei

If you experience a specific technical issue, such as a bug not encountered by others; an issue with a purchase, or a loss of items, please email [e-mail] with your UID (it can be found in your in-game profile menu), in-game name, server and issue as well as device brand, model and operating system.

Please do not DM Yostar staff or discord mods about your issues and use e-mail instead.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[ocean crystal]

I have now reinstalled azur lane and need help recovering my account

[sinful yoke]

did you bind it

[carmine hedge]

Not sure if I ask here, but are black prince and bache limited ships or perma drops?

[tawdry saffron]

tomorrow is my 8 day login, can i still get the 8day rewards after reset time?

[ocean crystal]

@sinful yoke i dont know if its bound but i have reciepts for purchases

[halcyon ruin]

can you get a taken username with the help of support somehow, the desired name is occupied by lvl 1 account

[spring grotto]

@ocean crystal Do you happen to have your UID?
@halcyon ruin No as AL accounts are never deleted on the internal database (at least they never have been before)

[native spire]

I can't use Recommend Button on the Urgent Menu (Only Urgent). Every time i press the button, the ship appears and instantly disappears in an instant. I tried pressing the recommend button and quickly pressed the completed button and this happen.

[spring grotto]

It's a visual glitch. The ships are still sent on it. Try restarting the game and clearing it's cache to see if it solves the recommend button problem though

[native spire]

ok i will try it later

[livid stone]

hey guys no sound in nox player, dont know what to check other than these

[spring grotto]

That could be a number of things since it's coming specifically from Nox. The only basic one I can think of would be to check and make sure Nox isn't muted in your sound mixer on your computer

[livid stone]

ok, thx, i will check, but other game i played had sound today

in nox player ofc, also i tried to stream, so could it be related to stream channels?

i mean stream audio channels

[spring grotto]

Can't say for sure as I'm not personally well versed w/ Nox, sorry

[livid stone]

no problem, i will continue to dig

solved the issue for future reference : run both obs and noxplayer as admin and sound will be allowed to pass

[fluid yacht]

Is there a way to check what I used gems on, I had 562 gems on my account on Friday, made no purchases, but log in today and my gem count is 382

[spring grotto]

There is not for a normal user. If you're truly sure you didn't buy anything (such as expansions or something from the general shop), you could try contacting support via email to see if they can check some form of logs or something but no guarantee

/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

[fluid yacht]

Unless there's some way to spend exactly 180 gems, no I didn't ;; I'll email them

[ocean crystal]

@spring grottono i dont have a uid

[spring grotto]

Okay. You could check your social media accounts and check under their app permissions to see if you see AL under there. If you do, then that most likely means you had it bound. But if you don't, you'll need to contact support w/ your account information (such as in game name, server, commander lvl, etc) so they can look into it for you

email for support is in the above bot message

[ocean crystal]

@spring grottolol my game just forced updated and i have my account back thx for the help

[spring grotto]

Okay, good to hear

[ocean crystal]

I have now bounded my account to everything

[tired wing]

I have a problem, each time i try to share some new ship in Trophy-room the picture of the ship doesn't appear, do i have to reinstall again the game?

[spring grotto]

Does it actually save the picture at all or anything of the sort?

[tired wing]

Only the message that i write, but the picture doesn't appear

[spring grotto]

Hm....not too sure then you could perhaps try that or also try a file repair from the settings menu in game to see if it can detect anything

[wise knoll]

Is Outfit Rental System already out? Cause twitter post suggest that it should be avaible still and disappear after maintenance. Is this a bug?

[spring grotto]

probably patch notes error or they decided to go ahead and take it away before hand to not cause some type of error

[wise knoll]

Well... that's a shame then, cause I literally got Taihou today and... wanted to enjoy the skin. But if this is done on purpose... then there is nothing more to say. 😄

[cinder crest]

Hello!
What are the working hours for EN help in game client? Asian, European or American? It waits, I can contact them any time tomorrow, but need to know time)

[spring grotto]

They're based on China's timezone. And general working hours are 10AM-5PM(give or take some hours) their time

[cinder crest]

Thanx!

[sinful yoke]

for ref they start working generally 7pm PST

[unborn kernel]

my 15k merits disappearaed after i tapped and tried to purchase bulin but i didn't get her...but rip 15k merit

and he is still available for purchase but...

[cursive onyx]

try restarting your game and look in your dock... maybe you had connectivity issues

[unborn kernel]

didn't help, wrote email and will see

[rich oasis]

Help - Error DF-DFERH-01 for Yukata Lucky Bag

Is there anyway to fix this? I can buy gems normally, but not the yukata bag

[true fjord]

You probably canceled the purchase before

Give it time to refresh and try resetting the app

[rich oasis]

Welp, its my first time buying stuff in this month though

[true fjord]

Did you ever clicked on it and somehow canceled or did anything to prevent the purchase?

[rich oasis]

nope, i am still able to buy everything else on the shop

[sinful yoke]

@rich oasis restart the app

[sinful yoke]

you too

[tame lantern]

I already did

[sinful yoke]

can you try restarting your device and see if that helps

[tame lantern]

But this showed up first for me

[sinful yoke]

[tame lantern]

I did not even get the iTunes asking for the password.

[sinful yoke]

well, just ignore it in this case as its not doing anything

so right now its giving you error 1?

[rich oasis]

Yup

[sinful yoke]

and a restart of the app/device restart does not work?

[rich oasis]

it doesnt help at all

i tried using my bluetooth emulator, and doesnt work too

[sinful yoke]

are you able to try a different internet connection?

such as data, wifi, vpn

[rich oasis]

right, ill try that

[sinful yoke]

[rich oasis]

Changing internet connection doesnt help :<

[sinful yoke]

can you try a vpn?

[rich oasis]

Probably having the same problem as hakase

i dont have vpn...

[sinful yoke]

it is the same error but its usually caused by connection errors

[tame lantern]

Tried it with VPN still error 1

[sinful yoke]

it does not like us this time around

[rich oasis]

i tried everything from deleting google account and restarting app and all

😮

[tame lantern]

Also I just restarted my iPad

[sinful yoke]

can you try resetting your router? if that fails, all has failed
and it would be time to contact customer support to see if they can help

[fluid yacht]

Ahh, has anyone transferred from iPhone to android and lost gems, or do they stay ?

[sinful yoke]

they stay

[tame lantern]

But still error 1 with VPN and and no

[sinful yoke]

there is no reason for them to go away as its server side

[fluid yacht]

Like if you buy them from android they stay on iPhone?

I just wanna make sure cause I lost like 30 gems for some reason

[sinful yoke]

its possible you're misremembering or purchased something, but nothing is 30 gems iirc

[fluid yacht]

But now I’m kinda thinking I accidentally bought something from the munitions shop worth gems

Yeah I can’t figure it out but as long as purchases from android stay on ios I’m good

[sinful yoke]

well I know someone who accidentally bought more oil so unfortunately its possible
to make sure you can contact customer support and I believe they can check what you bought
but gems do not change by device

only thing different will be your receipt

[fluid yacht]

Yeah I sent an email to them already, I was just gonna buy gems from android since I have credit, but I didn’t want them to just disappear

[sinful yoke]

@tame lantern @rich oasis assuming the router reset might fail, here is customer support's 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.

[fluid yacht]

Thank you tho

[tame lantern]

It worked for me

Just keep on trying it

I got it done by using VPN

[rich oasis]

what do you mean?

using vpn?

dayum, i dont have a vpn tho

[tame lantern]

Then I don't know then sir

[sinful yoke]

there are free ones on the app store/google play store

[rich oasis]

well, guess i can try

[sinful yoke]

are you on android?

[rich oasis]

hey, vpn works!

thanks a bunch guys!

[sinful yoke]

[oblique trellis]

If I mistakenly delete some ships, do you think support helps me recover them?

[median needle]

no they can't.

[carmine glade]

Hello i dont know if im on the right place but i have a question about binding account

So basically i try to bind my account with my twitter but it says that my twitter already binded with UID 100200 but when i try to login with my twitter i start as a new player, i think it was my old account before i lost my phone is it possible to login to my old account? Thank you

[spring grotto]

It is. You just need to log into Twitter on the main title screen. And then from there choose the correct server. Your account stays on the server that it was created on, so just fully log into it (and don't pay attention to the character icon on the server selection screen as that won't show up until you fully log into the server)

[carmine glade]

Oh yeah, i found it! Thank you so much

Now that i got my old account back, can i merge it with my new account?

[spring grotto]

You cannot, sorry to say

[carmine glade]

Oh okay, thanks for the help

[spring grotto]

No problem at all

[errant isle]

its been more than a week since i sent an email

is there a better way to contact them?

[sinful yoke]

when did you email them?

[errant isle]

monday or tuesday of last week

[sinful yoke]

last week being august?

[carmine hedge]

hellow kawaa and toast

[keen raft]

[tepid beacon]

So hi, i just came back to the game after 1 year of not playing. When i came back looks like i just lost my account, i rememmber use google account

[jaunty void]

did a random node on 6-4 (was playing on bluestacks)

[errant isle]

yes @sinful yoke

[sinful yoke]

@tepid beacon did you bind your account

@errant isle send a follow up email by replying to the first one

@jaunty void a restart of the game should fix it but in general it is a known issue

[errant isle]

ok ty

[jaunty void]

ah first time ive ever heard/seen it

[carmine hedge]

My game got stuck there even tho my wifi was working fine.

nvm

i forget the maintenance

00f

[sinful yoke]

[carmine hedge]

thats why it stopped lmao

[orchid star]

@sinful yoke I had my account bound with google. But that’s no longer an option, I’ve tried asking support but I’m not sure the support email tech did what I needed.

[sinful yoke]

google has never been an option

do you have your UID

[orchid star]

No. I have the new one. I just wanted to use my old name on the same server.

[sinful yoke]

so u dont have your old uid

can you check your social media to see if Azur Lane is in the apps and permissions of them?

i.e. twitter or facebook

I imagine last time you played yostar binding wasnt a thing

[tepid beacon]

@sinful yoke i do bind it

[sinful yoke]

what did you bind it with?

[tepid beacon]

fb or gmail, i didnt remember

both have same email

[sinful yoke]

do you have your UID?

[tepid beacon]

i dont know

What is that?

[sinful yoke]

a string of numbers

guessing you do not

can you check your fb’s apps and permissions or your gmail for a yostar keyword?

[nimble wraith]

anything else i can do other then reinstalling the game. it ends up like this every time i login after i updated l2d

[sinful yoke]

are you asking about a JP issue?

we dont have exactly the same issues

[nimble wraith]

i was asking about what i should do if my l2d download was corrupted and i cannot play the game anymore

besides that it is on jp client

[carmine hedge]

what have i done wrong?

[sinful yoke]

known issue please standby

[tepid beacon]

2156802064588124

Is that right?

[sinful yoke]

what is that exactly

[tepid beacon]

Lmfao

Found it on facebook

[sinful yoke]

wouldn’t be your UID

but, that implies you have Azur Lane permissions right?

[tepid beacon]

Yes

[flat walrus]

Hmm. I am having difficulty updating the game. 78.3 megabytes but it doesn't seem to advance.

[sinful yoke]

do this and you’re set

[tepid beacon]

Ahhh

I disnt notice the server thing

Thank you very much

[edgy wyvern]

It seems to be stuck here

[timid spear]

yea same issue for me but different place

or is it just going slow 🤔

[sinful yoke]

staff are identifying the issue

[flat walrus]

Alright. If it helps, I am from Malaysia.

Thanks, Kawaakari 🙏

[candid kayak]

My guess is that one of the ressources of the new event weren't downloaded or correctly implementated :D

[sullen flame]

been getting this system error after updating

[sinful yoke]

known

[north shale]

is the slow download known as well? been stuck at 17/1668 forever

[prime fjord]

Yeap

[round osprey]

Just wanted to ask if it is safe to play when you are getting the aforementioned error 14?

[sinful yoke]

yes

[rotund oriole]

Should i be worried about receiving error 14 notification?

[sinful yoke]

#known-bugs

[covert glen]

Oh my

We all have the same problem

[flat walrus]

Well, it is reassuring in a way knowing we are not alone. Hehe. Keep up the good work, devs!

[tender merlin]

Reinstalled the game, did not help

[outer thorn]

@tender merlin sea problem

[kind portal]

ios problem mainly

my android phone works fine

[outer thorn]

using android emulator, in SEA it wont run. Use VPN to JP , download ok

[sinful yoke]

#known-bugs

vpn will help though

US probably best bet

[outer thorn]

once it can start download, switch back to normal, download process OK

[tender merlin]

Okay. Thanks.
UPD. It helped. Thanks again for the help.

[summer grotto]

System error 14 is known bug?

[sinful yoke]

#known-bugs answers that

[summer grotto]

Before maintenance for removing Rental Skin, is the Rental Skin Shop disappearing is bug as well?

[orchid star]

@sinful yoke I’ve checked my email for my previous account Info and I don’t use FB. Account/name lost?

[outer thorn]

/pat @sinful yoke

[wary plover]

Hey what is System error 14?

[misty crow]

#known-bugs

[proper marlin]

Cant update properly

Anyone tell me what happened?

[misty crow]

please use a vpn

[proper marlin]

Still couldnt update smoothly

[spring grotto]

You could perhaps try a different VPN or a different network. And as well as restarting your current one

[junior sun]

for anyone unable to download, you may try using 1.1.1.1 app. I was able to get my update problem that way.

[candid kayak]

If using a different DNS works, then maybe it's a DNS error?

[flat walrus]

Mine still gets stuck at 1/1652 even when using a house mate's VPN set at Tokyo, Los Angeles and New York. I guess I will have to wait 🙏

[candid kayak]

Maybe try setting a custom DNS (1.1.1.1 for example) if it's android. not sure how it works in iOS

[flat walrus]

I'm not familiar with it (I'm a noob) but let me try.

[candid kayak]

is it android? if yes, latest version? (9 or 10?)

[junior sun]

well, I doublehecked, essentially the 1.1.1.1 app creates a virtual VPN profile, so yeah it's a VPN

[candid kayak]

if yes then it's Settings -> Network & Internet -> Private DNS -> 3rd Option and then put in 1dot1dot1dot1.cloudflare-dns.com

ah that confused me

[junior sun]

I'm just glad it worked, because I've already installed it on my phone

[proper marlin]

1.1.1.1 actually works!

[hearty cloak]

I'm from Malaysia as well. We can only wait until the issue is worked away.

[proper marlin]

From malaysia too,u can try the 1.1.1.1,it works for me though

[peak elk]

im from malaysia, vpn works for me idk y u guys still having the problem

[analog rain]

slow/failed update on google DNS, success update on OpenDNS/1.1.1.1

[glossy hazel]

anyone have sampe problem?

[carmine hedge]

i have that too

[prime fox]

#game-news

[candid kayak]

Oh cool! Good to know that cloudflare DNS works.

That's my default DNS everywhere anyways.

[candid kayak]

Hm must be a bigger issue as I thought. Usually they had such errors fixed in no time.

[spring grotto]

So were you able to update already? Just asking for confirmation

[candid kayak]

I myself never had that issue but I am using cloudflare DNS by default

[spring grotto]

Gotcha. Just wanted to make sure, thank ya

[candid kayak]

Although let's clear it up xD I am talking about Error 14

not the "Unable to update" issue

oh wait. vice versa. I CAN update but I am still lgetting Error 14.

[spring grotto]

yeah, error 14 is a universal issue for many players

[candid kayak]

And as the Banquet banner isn't showing up I guess it's a missing resource error

[sinful yoke]

yes

[candid kayak]

Hm hotfix available

Horray! It's fixed!

[boreal elm]

Can't stop loading after log in

I've tried to change server, going to tutorial and everything was just fine

[spring grotto]

Can you try restarting your phone, using a different network, or restarting your current network if possible

[boreal elm]

@spring grotto I've tried VPN,restart and app update

Not working

[spring grotto]

Can you use a different network connection then? If possible

[boreal elm]

I can chat in game

The infinite loading goes whenever I click any tab

And the secretary didn't appear at all

[spring grotto]

Ah wait. I know what your issue is. It's the L2D issue. There's a known issue that L2D skins can cause this form of soft lock. Do you happen to have your account bound

[arctic zealot]

i need help too, i cant update properly on my phone but when i using NOX software to play, it update very smoothly

[boreal elm]

@spring grotto Facebook bind only

Guess I'll reinstall

[spring grotto]

@arctic zealot Try restarting your phone and using a different network connection on your phone

@boreal elm yeah, unfortunately the only solution we have for that issue is to do a fresh install right now

[boreal elm]

But

What might cause this kind of trouble

?

[spring grotto]

Not completely sure myself. Something along that the files from the L2D update don't get applied correctly or something of that sort

[boreal elm]

Okay,thanks in advance @spring grotto

[carmine hedge]

HELP !!!! hi is there any way to retrieve an account that was lost it was binded to Facebook but my Facebook was disabled now i cant log in plus the latest update made me uninstall the game !!!

[spring grotto]

If your FB was disabled, please contact support via email w/ your account information and be sure to include the fact that your FB account is disabled and unusable

/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]

THANKS

what if i cant find any screenshot of my uid any other way to prov that it is my account

[spring grotto]

UID is just requested, it's not required. In game name and server are the basics that're needed

[carmine hedge]

oh my sandy thamks

[odd zinc]

What is going on here?
These white things are giving a menacing aura XD

Also wasn't the EXP up just for 4 ships?

[misty crow]

you might want to attempt a file repair, which can be accessed by going to your in game settings, the audio tab and then clicking the file repair button

[odd zinc]

well here's the problem
I can't download anything on my device right now because the internet here is slow(512kbps is the best I could get) and the download just give a "time out" every time I run it (I asked about this before and updated to latest apk version but the problem is still there)

[strong swallow]

Is there a fix for the app failing to open because it stops working? It stops working every time I try to open it. I'm on Android. I have all the updates. I tried a VPN, reinstalling the game, and clearing cache. Nothing seems to work.

[mighty mirage]

Help I lost my account after the update l,after the update I nomally login to the game and it just reset my progress,my account was binded with facebook but when I try to log n again with facebook it just login to the reset account.

[misty crow]

@strong swallow are you able to open the game and take a screenshot of the log?

/logmode

[pale pagoda]

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

[misty crow]

@mighty mirage check to ensure you logged onto the correct server

[mighty mirage]

Yeah after the update I login to lexington server as usual but it just reset my account I dont know why,I checked in the account binding in setting menu and my FB account is still logged in but I lost all my progress

[timid spear]

Probably not a bug worth fixing, but I just collected the yamashiro event for the second time. E.g. 2 ssr meowficcers

[crude maple]

getting 2 SSRs sounds pretty worth to fix to me

[spring grotto]

@mighty mirage Are you sure you're using the correct FB account (if you happen to have multiple ones)? And as well, do you have your UID from your old account?
@timid spear Not a bug. They had a mixup when fixing a system error from this morning. You're fine to collect it

[mighty mirage]

I only have one FB account ,I cant find my screenshot of my UID but I have screenshot of my main menu that have my in game name and commander level is that enough to verify my account?

[spring grotto]

Well the UID was to verify your binds on the account. But if you don't happen to have it, please contact support via email w/ your account information (such as in game name, server, command lvl, etc) and they'll check on your account 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.

[spring grotto]

email for support

[strong swallow]

Can't even open the game. Start it up and right after it hits loading screen, it immediately stops working. A box pops up asking if I want to try to open app again or send feedback.

[prime parcel]

Can someone help me with a problem that i have. My account apperently changes to a new account. Can someone of the stuff please help me because i'm on the JP server.

[misty crow]

well

you likely logged on to the wrong server

if you can't rmb which it was... try them all

only... 20 i think

@strong swallow reinstall

[prime parcel]

The Problem for is pretty simple since i have a complet different UID. I used the recovery code apperently it just does not want to work.

[sinful yoke]

well then make sure its the right server

[prime parcel]

Well it will make no difference if i'm on the right server if it's now a complett differen UID. I also double checked if it's the right server and it is.

[quasi jacinth]

It always shows this

[sinful yoke]

is your account bound

[quasi jacinth]

Yes

My account is bound to my facebook

[sinful yoke]

can you reinstall

[quasi jacinth]

I'll try

[rose rain]

hello, sorry to bother you but how would one go about making a yostar account to bind their azur lane account?

[spring grotto]

You just need to go to the settings menu in game and select the Yostar bind option. The first pinned message in this channel can tell you step by step and give a visual example

[rose rain]

so i assume i just need to enter an email

[spring grotto]

Correct. And generate and code to that email

[rose rain]

thank you

sorry again. i have just bound my account but now to log in to it on another device do i click the yostar and do the same thing?

like click the yostar on the login screen and use the same email

[spring grotto]

Yepp. You'll just need to click on Yostar, put in the same email, generate a new code, put that new code in, and once you've logged in that way choose the server that your account was created on

[rose rain]

ok

thank you

THANK YOU SO MUCH

you have no idea how afraid i was when i thought i lost my account

thank you so so so much

if i could give you a hug i would

i hope something amazing happens to you in the week

[spring grotto]

It's no problem at all, happy to help out

[rose rain]

i finally get to see my akashi again

❤

[molten summit]

What are the "Special Missions" from Empyreal Pressage?
I tried using the 4ships+2 in normal maps and it doesnt increase the progress?

[spring grotto]

https://cdn.discordapp.com/attachments/460645783021289472/619339776717488201/Screenshot_20190905-210537_Azur_Lane.jpg

check the dates and rules one more time

[molten summit]

Ooo, tnx
Sorry about that

[spring grotto]

No worries

[kindred axle]

Hello. Who do I speak to about Payment issues?

I was trying to purchase the Kimono pack a few days ago, and during the purchase process received the "azur lane system error 1 invalid input" error. I didn't receive the items, so figured the payment didn't go through, restarted the app and tried again. It worked the second time and I received the items. However on checking my bank account, it appears I was indeed charged twice for the item.

[spring grotto]

First try a refund from your respective app store for the extra purchase to see if they'll approve it. If not, contact AL customer support at that point and let them it wasn't apporved

/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]

AL support email in case you'll need it

[kindred axle]

Thank you 😄

Is there a way I can confirm which of the two payments was the "successful" one? I'm assuming it was the more recent of the two, but don't know for sure.

[spring grotto]

From your story, it sounds like the first one was the incorrect one since you didn't recieve the bag directly after paying for it

[kindred axle]

ok, apple is saying that its not "We've determined that your purchase doesn't meet the conditions for a refund" so I have sent a mail to the above address. Hopefully its fine, after all the Yukata bag was one time purchase. Thanks for your help!

[tardy arch]

Just using this to grab a screenshot from phone

[carmine hedge]

hii toast

[viscid axle]

When I click on the Twitter login button my game crashes ;[

[sinful yoke]

are you bound to yostar?

[misty crow]

restart the game

[spring grotto]

For that error, you'll need to reinstall if you have your account bound or if you dont have it bound, attempt a file deletion (steps for file deletion can be found in the pinned google doc)

[quasi jacinth]

It happened yet again

Tried reinstalling

Not working