It's a network issue. Please try restarting your device, your current network, using a different connection if possible. And if all else fails, try using a free VPN to see if that'll let you bypass it
#tech-support
spring grotto
quasi jacinth
I'll try all those
spring grotto
Sure thing. And as well just to ask, are you on Android or iOS?
past lynx
How do you get the game announcement bot out of a server e.e
quasi jacinth
Android
And vpn didn't work
So did restart
Different connection didn't work as well
spring grotto
Darn. Well it's a form of connection issue and some are still under investigation. But if none of those helped you, can you get me the logs of when you're getting that error?
/logmode
pale pagodaBOT
spring grotto
And as well, what region are you located in? Such as SEA, USA, EU
spring grotto
Did you have it bound to Facebook, Twitter, or Yostar?
vivid dirge
Yes then suddenly when i loged in mynaccount became level 1
spring grotto
Did you log in at the title screen? If so, then you just need to choose the server that your account was previously on as accounts stay on the server they're created on (and don't pay attention to the character icon on the server selection screen as it won't appear until you fully log into the server)
spring grotto
log mode was shown in the youtube video from the bot message 
quasi jacinth
Whoops gimme a sec
vivid dirge
Yes i loged in at the title screen and my account was lost
spring grotto
Follow the second part of my message then, please. Make sure you're logging into the correct server
quasi jacinth
Well
vivid dirge
Yes, i already tried but nothing happened
spring grotto
Did you choose the right server? Try them all
spring grotto
Okay, that's good. So can you get to the point where you get the error code 4 and then screenshot the logs when that pops up
quasi jacinth
For the error part
Here it is
Do tell if I have any options to do anything
I can't get Sandy Retro in time I think, and I also might not be abke to farm cubes for mikasa so I need to find a way to solve this problem
vivid dirge
I tried everything but still no lick. Should i try to reinstall it?
quasi jacinth
If I don't have any other options welp, I guess I'll just eh
spring grotto
@vivid dirge Are you sure you bound the account? Do you have your UID?
@quasi jacinth The only things to perhaps try would be to try out different VPNs (and be sure to set them to somewhere like USA) or if you get access to one, try some other network connections (although that's easier said than done)
Actually, one other thing people said worked for them was to set their phone's DNS manually instead of having it be automatic
Link to the DNS conversation in case you wanna read up on it and perhaps try it https://discordapp.com/channels/456397991847395339/488684387932700672/619127320053153798
vivid dirge
Yes. Its 100210
spring grotto
Oh, well that's the error code and not really the UID i'm looking for 
the UID i'm looking for is User ID. It's a long string of numbers that would've been found in your profile in game
quasi jacinth
Vpn didn't work
spring grotto
@quasi jacinth Gotcha. Unfortunately the last thing I can think of would be the DNS. I'll be letting staff know of your specific instance of the issue as the downloading issues are still under investigation.
@vivid dirge Okay. Well if you don't have it, please contact support via email w/ your account information (such as in game name, server, commander lvl, etc) and they'll look into it about your binds and help you w/ it
/techsupport
pale pagodaBOT
pale pagodaBOT
spring grotto
That's just a bot command for information. The email is contained in it
mighty mirage
Yesterday I send an email to al.cs@yo-star.com because I lost my account after that I got email from AL support team to state my issue and I provided my account information how long will it take until they reply back? Im not trying to rush anything but im worried about my account.
spring grotto
The response can be anywhere between 1-8 business days (so weekends not included)
mighty mirage
Oh ok thanks :)
quick wadi
Hi, I've completed the Sandy mini game and at the same time my internet connection crashed. I've then got two errors: "Network connection failed" (which I have all the time by the way) and then "Error 40: illegal restriction". Because of that, I couldn't get the last bit of the story but somehow still got the mic for Sandy. I also don't have the story unlocked in the "Memory" menu, and re beating the mini game doesn't give me the story either. Is there a way to unlock the story or should I just report the bug?
spring grotto
It's not a bug, but just an account error caused by the disconnect. Go ahead and contact support via email w/ your account information and your issue and they'll be able to manually get it unlocked for you
/techsupport
pale pagodaBOT
spring grotto
email in case you need it
quick wadi
Neat, thank you 😉
quaint ocean
Hello, i have a certain problem that when i look at gear, and guns and the little ''tap to see which ships can use'' i tap anywhere and everywhere within the stats/slots/the tap itself everything but Nothing pops up
quasi jacinth
Have you tried restarting the app?
It also happens to me sometimes but a quick app restart turns it back to normal for me
unique leaf
how long does it usually take for an email to recieve an answer? its been 2 weeks since i sent it
median needle
it usually takes 1-8 business days. send a reply email to your original one to bump it back up.
unique leaf
thanks ill give it a try
keen raft
@median needle 
raven timber
Hello,, i loss my account what should i do?
sinful yoke
did you bind it?
raven timber
@sinful yoke i already bind both Twitter and fb, i already try login with both account to,it does not work 
sinful yoke
make sure you’re doing both steps here
raven timber
@sinful yoke oh,, its work
thanks 
hollow plover
This was a while ago, I don't know if it was fixed, but...
spring grotto
It's a known bug w/ tech boxes at times. A restart will fix it in the meantime
hollow plover
Ok
tough vessel
so i've been getting this
both on nox and on my phone
regardless of restarting anything
spring grotto
It's a known issue. Unfortunately it seems really finicky. There are times where a restart will fix it, where going on another device will fix it, but ultimately we're not able not find a consistent fix just yet
tough vessel
and right now neither are working...
quasi jacinth
@spring grotto sorry for the tag bug the 1.1.1.1 thing didn't work so I tried to go to settings cleared my data and then opened the app, it started downloading everything again and it didn't get the error anymore
Everything went back to normal
spring grotto
Okay, that's good to hear 
carmine hedge
Hey I got a pop up message and I’m a bit scared now, it sayed my account was signed in on a different device, I only have it on this phone nothing else, should I be worried or was it just a random glitch
median needle
you're getting that due to a connection issue. you got disconnected and the game tried to auto log you back in while you were still logged in and since the same account can't be played on 2 devices it gives you that message. just relog and you'll be fine.
magic ice
I had purchased gems but didnt recieve them. Where do I go to get help with this?
fervent cloud
I lost my game progress what happen
sinful yoke
contact customer support and include your account info like username, uid, server, and a receipt if possible @magic ice
/techsupport
pale pagodaBOT
fervent cloud
I bind my account on facebook from the beginning
I just came back and now its gone
sinful yoke
make sure to do both of these steps
river widget
Anyone else getting a problem where you won't get the certificate of supports minigame pop up after clearing a stage?
median needle
it's been confirmed that it's random on whether you get one or not.
river widget
Oh I see, up to now I've always got one so thought it was a bug or something that I'm not getting anymore now
Thanks!
swift loom
How to open debug screen mode in phone? Thanks
sinful yoke
check pins in #bug-reports
swift loom
Thanks
velvet viper
hi. i had a question if its possible to transfer a profile from one server to another?
and what would be required??
median needle
no you can't.
ionic anvil
Can you guys sortie with Illustrious?
Like anytime I try to I get stuck in a loading screen that never ends
median needle
does it just happen with lusty?
ionic anvil
Yeah warspite works fine for me
It only starting doing this after I updated like I can't do anything with lusty
median needle
ya i can sortie with her just fine. sounds like corrupted files.
try clearing your cache and if that doesn't work reinstall with wifi or a vpn. make sure your account is bound before you reinstall.
dusky fossil
heya ~ ... may i ask what minimum system requirement for AL ??
planning to buy new phone ...
vivid coyote
ummm is there a problem with white princess l2d skin?
spring grotto
@dusky fossil I believe the general requirements should be posted on their page in the app store
@vivid coyote How so?
mighty flint
vivid coyote
and yes i cant touch anything and it's stuck at loading
spring grotto
It's a general problem w/ L2D files at times. Try to clear your game's cache firstly. If that doesn't work, do you happen to have your account bound? If so, do a fresh install. If you don't, try a file deletion (steps are listed in the pinned google doc in this channel)
vivid coyote
ok tnx
amber spear
Can I get a person to talk to about billing? I have screenshots and I can’t get ahold of anyone from email or the help page
spring grotto
When did you email?
amber spear
Like two weeks ago I think
spring grotto
And you sent it to al.cs@yo-star.com?
amber spear
Yea, I’ve doubled checked.
spring grotto
Okay. Well they've asked us to not send any inquired through staff on here and only through emails for the time being so unfortunately we can only say to resend another email to them if they haven't replied in 1-8 business days
spring grotto
Just send inquires to them via email. If possible, send them one while they're in the office as that might be more reliable
amber spear
Okay, thanks.
modest warren
Been having this since yesterday. I can't put a 5th ship into the dorm. Also I always have to click twice to gather the coins
sinful yoke
currently theres a bug with dorm for some people
dusky fossil
@spring grotto i see , thank for reply ... is there any brand / device that i should avoid to buy or have issue with running AL ?? ...
carmine hedge
hi who should i contact when i want restore account
torpid delta
Hello, same I want to restore, I had to restore my phone, so I binded my account to FB beforehand, but when I tried to get it again a fresh account is loaded. Like I lost all my progress
cursive onyx
/techsupport
pale pagodaBOT
carmine hedge
they dont responding from that mail
cursive onyx
email them with as much as possible account info and ask them
carmine hedge
they are not responding
cursive onyx
they usually need 5-8 working days
carmine hedge
i contacted them they were asking things like account id, invoices and things like that but after i provided all of these they stoped responding to all my emails
cursive onyx
maybe you have to wait a little longer, they arent in the office on weekends
carmine hedge
i waiting 2-3months already
final dune
Hello,can i get Azur lane on my Handy if i started playing it on Blue Stacks on my PC?
carmine hedge
i did that 3 times 0 response
misty crow
you have been sending via al.cs@yo-star.com right
carmine hedge
yes
torpid delta
@cursive onyx
I fear the worst then, I followed the instructions of a friend prior to posting this.
He said
Play the tutorial, once done with it, go to settings - > Accounts - > Bind
Once binded again the info of your account will automatically load
I fear he tricked me into overwriting my account
Is it done for then?
misty crow
...he kinda did yes
either that or he was dreadfully misinformed
you're supposed to log in with your binded account from the main menu
well it's not lost for good
torpid delta
Since I had always played on the same device without having to log back in, thought the links in the main screen we're social media and official website links
misty crow
you can recover it, but you'd have to email customer support at al.cs@yo-star.com
torpid delta
misty crow
with w/e details you have
torpid delta
Oh.
Many thanks, I'll will do that then rn.
round socket
I used to have an old account months ago, I believe I linked it to my twitter account. But yesterday I linked to my twitter account and I'm not seeing my old account. Has anyone had this issue?
spring grotto
Did you log in w/ Twitter on the title screen?
round socket
Yep that's what I did. Maybe since months ago, they wiped out a server I was on or something? I don't know...
But I definitely linked it
spring grotto
Okay. If you logged in on the title screen, that's correct. So you just need to log into the server that your account was created on then. So just be sure you're on the right one (and don't pay attention to the character icon on the server selection screen as that won't show up till your fully log into the server)
round socket
Yeah I never saw the character icon. Unfortunately I do not remember the server I was on
Should I just keep trying to log into each server until I don't see the tutorial?
spring grotto
Yepp, just try them all to be sure
round socket
Ok let me do that real quick. Thanks for the tip
I didn't really get that far anyway when I first played, but would be nice to have that progress. If it makes sense to reroll I can just forget about it. I never had any awesome ships, they were all 3 star or something
Not sure if this game is reroll friendly, still a newbie
spring grotto
Well rerolling is a thing but it's generally requested to not reroll for two main reasons. The first being that accounts are never deleted off the server database so if you create an account and then leave it, that name is gonna be used up forever and no other player can use it. The second being that many good ships in the game can be obtained from story missions and permanent build (and eventual event reruns)
round socket
Heck yeah I found it!
spring grotto
Good to hear
round socket
Thanks for your explanation on reroll. Kinda glad it's not a thing, rerolling is annoying. Now that I'm past this issue I'll avoid going off topic too much. Thanks again
tough vessel
I'm still getting Invalid Input errors when trying to add ships to my dorm
mortal breach
Pls help
My phone stuck at training skill while ago and restarted. Try to enter game and got error message saying connection reset
mortal breach
Solved after 10th reinstall
modest warren
@tough vessel Do you by any chance use a VPN?
tough vessel
yes, actually
modest warren
Someone needs to announce this
tough vessel
note to self, don't fucking touch the dorms when i go to china next february
modest warren
haha
glossy spire
Any other reports of a lag or GUI issue when collecting Oil and/or Coins? Go to collect, get the message and then the resources show back up, collect again and the action seems to stick. Also, the chats don't appear to be updating, been about 24-36 hours.
sinful yoke
none
try repairing your files in settings or even reinstalling
make sure your account is bound!
solid imp
hello kawa 
glossy spire
Hrmmm... I don't think the Repair ever ran and Reinstalling didn't seem to fix it.
What would be the step(s) to try and resolve the issue?
warm sable
I could use some help
sinful yoke
yes?
warm sable
I just got back into AL again and I had my twitter binded
I tried to get back into the game with my old account donno if I can
sinful yoke
make sure to do these 2 steps
warm sable
I still can't get back in
median needle
make sure you're selecting the server you were on before.
warm sable
I'll see if I was on the wrong server
I tried all the other servers I can't get on my account
sinful yoke
do you have your UID
warm sable
no
median needle
do you remember what your username was and what server you were on?
sinful yoke
alright.. then you probably never bound the account
or are logging into the wrong twitter
or bound to facebook possibly
warm sable
I only have 1 twitter
I don't use facebook
Don't remember what my account was but it was something along my discord username
somber frost
Has anyone else been having issues assigning ships to the dorm? I keep getting an error saying invalid input.
sinful yoke
have you tried restarting the app?
sinful yoke
for ski
somber frost
yeah. Tried on a different device too
warm sable
I thought you were talking to me. My bad
sinful yoke
you should contact customer support, but if you cant remember your info they likely might not be able to help unfortunately @warm sable
/techsupport
pale pagodaBOT
sinful yoke
@somber frost do you use a vpn?
warm sable
Then I'm probably screwed
somber frost
I do. It's never given me issues before. I'll try with it off
median needle
if you have any receipts from purchases they should be able to help. @warm sable
warm sable
nope
median needle
rip.
somber frost
😦
warm sable
yea
somber frost
sorry about your luck
sinful yoke
iirc they dont work that way
median needle
wouldn't having a receipt help identify the account and prove it's yours?
warm sable
I never bought anything
somber frost
VPN off worked. Thanks
sinful yoke
someone told us they couldnt verify an account with a receipt
median needle
weird.
sinful yoke
it doesnt provide any account information, you’d think with a unique order ID it works
median needle
ya and the only one who should have the receipt is the account owner themselves. wonder why they can't/won't identify with a receipt. 
sinful yoke
can always try again but people dont report back to us what happens 
systems are always changing so who knows if they can now
median needle
sadly. hopefully they can later on so people who only have the receipt aren't totally screwed.
quaint palm
Hey, my twitter got suspended a long time ago but only recently did I just realised it was connected to my azur lane account since I came back to play. Anything I can do to retrieve the account?
My username was either Twooger/Twoogey on Avrora
sinful yoke
know your uid?
quaint palm
is that my username?
sinful yoke
no
sinful yoke
I woulsnt have asked
contact customer support if you did not bind to fb or yostar
make sure to tell them your server and username
quaint palm
okok ty
pale pagodaBOT
solid vortex
I can’t relogin to my main and when I login it brings me to alternate account
cobalt snow
@solid vortex are you logging into your account from a bind that you made, and are you logging into the right server?
solid vortex
Yes I login with the Facebook account I had bind to my account and I’m logging into the avorora server
cobalt snow
and you originally bound the account from the settings screen, rather than the title screen?
cobalt snow
Okay, I'd first do a quick check by logging into all of the servers just on the off chance.
solid vortex
I just tried it didn’t work they all take me to the tutorial
cobalt snow
assuming that you followed the instructions as per this infographic, I'd also check if you had the right facebook, but if that's not it you can contact customer support https://i.imgur.com/roy6tih.jpg
/techsupport
pale pagodaBOT
solid vortex
Ok thank you
cobalt snow
If you can't find your original UID it's still possible, just make sure the other info you have is as accurate as possible.
undone marsh
So- who do I talk to about an Anime Expo code that didn't actually give any rewards?
I.E. I redeemed it and never got any message
(apart from the "Your code has been redeemed! Check your in-game mailbox for the rewards in the upcoming days." message)
/techsupport
pale pagodaBOT
sinful yoke
wonderful.
median needle
lol inb4 ban
sinful yoke
deleted it
median needle
he's spamming it now.
sinful yoke
just state ur issue 
frigid sierra
So I connected my twitter to my azur lane a long while back, when they suggested you link it to something before a big update
and since then, I got restricted from my twitter for changing my date of birth year
and I never bothered to recover it
but the account is no longer recoverable and I can't remove the twitter I have linked to my azur lane because as far as I can tell it no longer exists
so if I could get help on removing it to add my new one, I'd appreciate it a lot
sinful yoke
contact customer support to remove the twitter make sure to send a screenshot of your binds and include your account info like uid, username, and server
/techsupport
pale pagodaBOT
frigid sierra
contact sustomer support through email?
median needle
yes
median needle
it's in the bot message above.
safe minnow
Just curious....why does the app crash on my iPad? Like I play one hecking battle and it crashes
I need help here plz
misty crow
what ipad are you using?
eternal stratus
i accidentally logged into my yostar account in an attempt to bind my account and ended up losing a decent amount of progress anyone know how i can recover my old account?
misty crow
@eternal stratus please email customer support at al.cs@yo-star.com with w/e details you have, such as in game name and uid
only option is to switch to a diff device
eternal stratus
ok
misty crow
like say a pc emulator
safe minnow
It's sad the fact I lost an account because I did not know that
F
Anywa
Anyway*
Does BlueStacks support APKpure?
Like to install the game from there
misty crow
yes
eternal stratus
5 months in and this happens TriHard
safe minnow
Aight that is actually nice
I'll simply fix that stuff as I get my computer repaired
Thanks for the help!
eternal stratus
will it be a problem if i don't know my uid when emailing customer support? I only play azur lane on one device
sinful yoke
know your username and server
eternal stratus
alright
slim thunder
sum how my oil reset to 775
and i only spent 550 on snaks and 1200 for cube mission
ans 70-200 on 3-4
steady oxide
I need your help
my old HDD died, and now Im using new SSD.
I installed newest NOXAPP and install AL.
However, I always get Nox crash when enter battle.
what should I do to fix this problem please?
I increased virtual memory to 4-8gb at advance setting of windows
Im using win10-x64
misty crow
that's probably a nox issue
steady oxide
yes, I never get this problem be4.
cursive onyx
restart your game and its there
misty osprey
Hi guys, i have a problem, i didn't log in the game for a while and i'm not able to recover my acc. I'm 100% sure i did bind it to mu facebook account or google account
Is there a way i can recover it? Can anyone help me pls?
I really need help, ty if anyone helps me out
prime parcel
Does anyone know hwo long it takes for a ticket to be ansered?
cursive onyx
@misty osprey did you try it like this?
make sure to select the right server
if this doesnt work then email them with as much as possible account info
/techsupport
pale pagodaBOT
misty osprey
So, once i click facebook it shows me the server, i click to see the whole server lists but it doesn't show me that i have an account in any server
cursive onyx
@prime parcel usually 5-8 buisness days
misty osprey
I'll probably just gonna e-mail them
misty osprey
Then i'll try them 1 by 1
cursive onyx
eternal stratus
when i send an email about account recovery I get asked to elaborate even when i've explained how i got to the point of losing my account
spring grotto
Elaborate how? What exactly did they ask for?
eternal stratus
the reply to my email asks about how they can help and to elaborate on my inquiry
it doesn't exactly ask what to elaborate on or what details i'm missing in my email
do i just need to wait?
spring grotto
Just be sure to simply state your account information and that you need help recovering it, nothing more and nothing less unless asked. Saying too much in the email can sometimes oversaturate it and causes them to not be able to understand what you need help with.
English isn't their first language for most of the CS team so being simple is best most of the time
spring grotto
Well unfortunately that's about the best advice I can give 
tell them your account information and that you need it recovered
hidden trout
Help.
lyric sparrow
Hello? So guys, basically i used my new years tear/drop thingy and it didnt give me anything, is that normal?
lyric sparrow
The new years item that you get from the mailbox i think
spring grotto
Can you post a screenshot of it?
cursive onyx
do you mean the new dawn coin from the avrora event? @lyric sparrow
cursive onyx
its in your depot, you should be able to use it to get the frame
carmine hedge
Hello I have done Audio Update but most of the voices won't come out
Even after logging in and out
Is this where the repair button becomes useful?
spring grotto
Yes you could try it. And is all voices? B/c there are some ships and skins that don't have voices naturally
spring grotto
Okay, good to hear
supple dagger
are the support team available on weekends?
misty crow
no
supple dagger
boreal sage
@prime parcel 3-7 days
prime parcel
._. i wanna play now 😭
median needle
it takes anywhere from 1-8 business days to get a response.
ruby pollen
I lost my account data in azur lane and I am positively sure that I connected it to Facebook because my phone said already connected to Facebook. I am emailing CS but what else should I do since I don’t have the UID and don’t know how to check
sinful yoke
did you check your server
ruby pollen
Washington yes I did
sinful yoke
did the first one?
ruby pollen
I connected to washington and had to restart
sinful yoke
and you did step 4?
ruby pollen
Yes I did
sinful yoke
can you try all servers just in case
ruby pollen
It said already connected just confirm that you are who it says you are
My friend is in the same guild as I am
And he’s in Washington
sinful yoke
and you confirmed it?
sinful yoke
can you try logging in multiple times or restarting your device? some people say "I tried multiple times and my account was there" but they could be lying and might of logged into the wrong server
ruby pollen
I tried one time connecting with my phone and deleted the app and reinstalled it... I noticed this when I was trying it on an old iPad since it has more storage
So I have retried logging into the device before
I legitimately think that the data was just completely wiped
sinful yoke
data is never wiped
sinful yoke
at one time though data was misplaced, but that was a one time thing, and I dont believe it happens anymore
ruby pollen
The new account, that is
sinful yoke
so both devices have the new account or just one?
sinful yoke
when you bound the account, you binded in settings?
ruby pollen
The old account?
sinful yoke
yes
sinful yoke
this is to bind the account, do you remember this?
median needle
you don't bind from the title screen. you only bind in the settings menu.
ruby pollen
Oh I don’t?
sinful yoke
no thats to login
sinful yoke
you bound your account to a new account
well send a reply to your first email and tell them you accidentally bound at the login screen
ruby pollen
Damn that’s tough, but they haven’t replied to my email yet
Well my second one
I sent them one with a ton of information
sinful yoke
still send a reply so they know thats the problem
ruby pollen
Ok
sinful yoke
they do take 1-6 business days to reply (around then) so in a few hours they will be back in office
ruby pollen
Ok I sent them that
sinful yoke
hopefully they get to it soon!
ruby pollen
They technically already responded
I think it was a robot tho
They said elaborate on details even tho I did
Thank you though
sinful yoke
probably because a lot of people
send emails asking for help
but dont explain the issue or provide their account info
ruby pollen
Yeah
formal sinew
Anyone getting a "Fail to add ship: 1 : Invalid Input" when trying to add to the dorms?
formal sinew
Ah ok, np. I'll await the fix then.
sinful yoke
well..
formal sinew
Oh yea, I am running a VPN, could that be the issue?
sinful yoke
yes
formal sinew
Ah, ok, turning it off, see if that will work.
formal sinew
Hmm, looks like losing the vpn did not fix the problem. No issue, I can wait.
sinful yoke
did you restart as well?
formal sinew
Yea, closed out the app
sinful yoke
hmm ok! thanks for letting me know
formal sinew
Thanks for the info!
carmine hedge
need help on know the Book Color and what they do
spring grotto
@carmine hedge That's more of a question for #gameplay-help
arctic sedge
Hi, what’s the email for account recovery again?
spring grotto
al.cs@yo-star.com
arctic sedge
Aights thanks
surreal loom
Hello I have a question about battery usage. Recently Azur Lane seems to really drain my battery. I've played 19 minutes today and it drained 1% per minute of play time.
I understand that games are generally pretty intensive but this seems like a lot to me.
sinful yoke
are you using 60 fps
surreal loom
I believe so yes, but it hasn't had this much of a drain previously while using 60 fps.
sinful yoke
then it is other device issues not related to azur lane
but 60fps will drain your battery
man I love typos 
surreal loom
It's early (for me anyways) I'll let it slide :P
runic copper
Howdy is there anyone up that could assist?
sinful yoke
what is the issue?
runic copper
After using in-game contact us and emailing the EN email I have not heard back from the customer support and was wondering if I did something wrong
(Long story short I am out of $29.98 worth of double gems)
sinful yoke
when did you email them
runic copper
Early friday and again late tonight.
sinful yoke
they dont work weekends
they usually take more than 1 business day to respond
up to 8 in more busy cases but it should be max 6 atm
they will do the former
runic copper
Anyways thank you for responding.
sinful yoke
no problem!
runic copper
Also since this does fall under game issues could you answer a question pertaining the game itself?
In regards to it crashing
sinful yoke
depends on the crashing as in when/how and where
runic copper
Generally after 5-8 missions
(Or battles rather)
I’m assuming it’s just the iphone 6 being old, but wasn’t sure
sinful yoke
minimum requirements ask that phones have 2 gb ram or more and iphone 6 has exactly 2
so it could be the device hardware getting a little too comfortable
since it has been out for a few years
runic copper
Makes sense. I had assumed the phone was the issue, but was hoping maybe there was like a hiccup with the last update or something.
Either way thank you again.
runic copper
I have not thus far.
sinful yoke
please do not contact staff through discord
and send a customer support ticket
just beware
turbid vector
Just asking, but why? I cannot remember when, but I have tried doing that months ago. Not sure if it was one of the two of them, but I contacted someone here and got my gems back immediately. And seeing that there are two people on reddit with issues of gem not being refunded because of emails not being answered... it seems like it would be a good thing to have someone the players can DM and immediately get an answer to.
sinful yoke
because their job is not to respond to discord dms
aki may be helping customer support but answering dms asking for help ruins the workflow
and is unfair to people who send emails way before
staff are very busy and only reply to dms when they have freetime
even I get a reply after a few hours and im a feedback assistant 
turbid vector
good point. thought I wish maybe the costumer support have an idle account here that can be contacted at any time? At the same time, might just ask in case it happens to me, which I hope won't. How long after my initial email should I ask again if I don't get a response? (assuming it is the weekdays)
sinful yoke
staff dont work 24 hours 7 days a week, a customer support discord account is just like an email but less organized and theres a DM limit
they can take 1-6 business days to respond, if they dont respond after that time then sending a follow up email is very warranted!
turbid vector
okay! good to know. Thanks 😄
runic copper
(It would make sense for the time frame)
sinful yoke
yes azur lane en's staff are located in china 
for me, pst server time, they go into office at 7pm
so 6 hours before reset
runic copper
Oh so the work day already started then!
outer badge
I usually see them on from about 0000 UTC up until about 1200 UTC, give or take. It's pretty much mid-afternoon their time now.
runic copper
I was trying to figure that out
sinful yoke
they usually log off at 4am
I never wake up and see them online 
runic copper
Actually 12 hours feels like it would be a norm
sinful yoke
tragic
runic copper
Actually I will go ahead and use another channel now. I feel like I am not using this channel correctly atm now
Good talk though kawa
sinful yoke
runic copper
flint schooner
wat hapen with L2D bismark ? her mouth frozen....
spring grotto
They seem to have broken it again. It'll be noted down to be fixed
flint schooner
slate kayak
ugh i have a question about AL mail support. When i send them a mail with described problem i get automatic answer
"
Hi there,
You have reached the customer support center for Azur Lane EN. How may we help you? Please elaborate on your inquiry.
Thank you!"
but i already elaborated my inquiry... so how ticket for support should be created? xd
it even has addition "dont reply" sooooo what do i do?
spring grotto
It depends on what your problem is and what you're needing solved 
And as well, what you said to them in your first email
spring grotto
It's basically just a notice about it being the terms of service(or something similar). It's a known issue that it's untranslated as of right now
modern urchin
Gotcha.
sinful yoke
its asking for storage perm
brisk portal
spring grotto
Assuming that's for the JP or CN client, not sure there's much we can offer in terms of information as we're specifically for the EN client. You could try the community discord though as they might have some helpful information on the other clients
sinful yoke
def jp
rustic bobcat
I wish I knew Japanese ;_;
solemn wigeon
Yh i got that too once
in the jp server, u need a code or a twitter acount to load your azur lane account
it means your login info was wrong
essentially, dont know the specifics
velvet verge
Is there any way to find the email to which your account was linked?
sinful yoke
as I can get it through and check but I cant give it until the person who receives it gives it to me
check your emails then
velvet verge
oog ok
also
azur lane is cross platform right
as long as i have the login details
and im on the same server it should sync from ios to android?
sinful yoke
yes
velvet verge
is it possible to accidentally overwrite an account
i.e. linking an already linked email to a new account
spring grotto
Through Yostar binding? No. It'll give you an error instead of letting you bind it
velvet verge
I cant find any emails
is yostar binding recent?
im fairly sure (at least last year this time) i just linked an email
spring grotto
What binding option did you have chosen? There was Facebook or Twitter back then. Yostar was only introduced early this year
velvet verge
I really cant remember since i only had a facebook/twitter account for these kind of logins
sorry
one second
I tried to look for login authorisation on all the facebook/twitter accounts i had
but i couldnt find any authorisation for azur lane
(I know i definately did link my account though because I logged in once from a friends phone)
spring grotto
Gotcha. Unfortunately if you don't have the UID though, the only way for verification would be to contact support via email so they can look into your account and get some verification. But if you'd like, just try the FB and Twitter accounts you think you would've bound to
And then once you log in w/ them, be sure to choose the correct server as accounts stay on the server that they're created on
velvet verge
aight thanks
my lolis ;((((
I... I think I may have deleted the twitter account my azur lane profile was linked to...
spring grotto
That's no problem. If none of the other accounts work, then just send an email, they'll check on your account and its binds, and help recover if you need it
/techsupport
pale pagodaBOT
spring grotto
email in case you need it
velvet verge
thanks!!!
brazen burrow
Ten days and still no answer via e-mail about the free oath ring... what should i do?
spring grotto
Unfortunately there isn't much else we can do here besides say send a reply email to them if they don't respond in 1-8 business days (so weekends not included) as they've requested for all customer support inquires be sent through email
brazen burrow
thank you uwu, i'll send an email again!
willow herald
Hello, sorry if this isn't the right board but I have a question. I can't get my mail and I have no idea why?? I'm a new player. .
astral seal
I bought the supplies alr but didn’t get it oof
spring grotto
If you didn't recieve them please email support at al.cs@yo-star.com w/ your account information and the receipt of the purchase and they'll manually get it fixed for you
/techsupport
pale pagodaBOT
spring grotto
email in case you need it
willow herald
Oh! Sorry, I didn't realize that. . But here's my oil
willow herald
Ah, duh. Thank you 
What would be a good way to waste some of it though? Like, useful wasting
sinful yoke
dorm food
hearty coral
I tried to make purchase for gem, if you see under my currency, and it cost Rp1.136.971...the payment is rejected...
My CC have over 50millions limit...i contact my credit card provider...they said the trnasaction is cancelled because its over the limit
I'm like how?
They said the transaction is 113.697.100...your CC limit is only 50m...gg
spring grotto
Yeeaahhh....there's no way it's priced at that. That's $800 USD and it's only $80 (which is the listed price)
Not sure where Google is getting that price they gave you
Or your CC company rather
sinful yoke
maybe im blind, but im seeing 1m rp rather which is pretty much $80
hearty coral
I dunno what happened, i used to buy gem using the same card...only today this happened specifically on the double extra gem
Yeah it stated 1.13m...but the bank rejected because what came to them is 113m...
sinful yoke
I think the error might be not on the game's fault
spring grotto
If it truly came to them at that price, then there's something going on w/ Google. Azur Lane only charges 1mil pr ($80 USD) for the ship of gems
hearty coral
You mean googleplay bugged?
sinful yoke
im not sure how likely it is, but its possible
I'd suggest trying again or even contacting google right away instead and asking them why a 1.13m came to 113m
spring grotto
Actually 113mil pr actually comes to $8000 USD so that's even more wrong lol
hearty coral
^hence added another zero lol...ok i will contact googleplay, thanks ^^
hearty coral
Im facing roadblock lol
-
bank claim they didnt restrict my purchase, they simply stop payment that exceed cc limit. Today i made x4 attempt and all of em are 113m, 113m, 113m, 113m...none is 1.136.971
-
googleplay say bank restrict your purchase, the system say the payment directed to cc is 1.136.971, we didnt charge 113m
Gg rip no one take blame
topaz stone
I have not been getting any T3 cruiser retrofit blueprints since the Sandy retrofit went live, is that just bad luck on my part or is there a bug?
median needle
it's just bad rng.
solid imp
Hello lightfire :blobmelt:
karmic kayak
i hope this is the right chat for stuff like this, for what are the Super heavy Shells? and how do you use them?
median needle
no it's not. head over to #gameplay-help and ask there.
hardy compass
Hi I got a in game purchase issue, it charged my money but I haven’t receive the item
teal wharf
I think you need to contact customer support, include your UID and copy of the receipt you got by email.
/techsupport
pale pagodaBOT
hardy compass
Where can I find the UID? Haven’t seen it
teal wharf
Tap your portrait at the top left @hardy compass
hardy compass
Thank you
flat coral
idk i haven't played in a long time like 3-4 months and i can't log in my account
i tried facebook, i tried twitter i tried yostar but it always goes back to the totorial
my ign is Akaalis.
spring grotto
Did you choose the correct server? Accounts will stay on the server that they're created on (ex. if you played on Sandy, you'll need to log into Sandy). 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
flat coral
oh yeah maybe thats the point
thank you
i havent played in such a while
that i even forgot the most basic things
spring grotto
No problem at all. If you still have some issues after selecting the correct server, just let us know
spring grotto
Good to hear and no problem at all
spring grotto
It's due to your network connection most likely. Try restarting your device, restarting your network, or trying a different network connection.
carmine hedge
my internet is working fine
solemn wigeon
are u sure that your internet isnt blocked
spring grotto
It still seems to be coming from your side rather than server side b/c other players would be having the same issue if it was from the server. Those simple tips I listed could solve the issue
solemn wigeon
then u might want to reinstall?
carmine hedge
aurora server is working but not washington
sinful yoke
def a connection error
carmine hedge
sinful yoke
did you try following toaster’s advice
carmine hedge
ye i restarted everything
sinful yoke
sinful yoke
might be a temp hiccup so you could try logging in at another time
hazy falcon
Hi, so what happened was that the game would not let me update so I decided to reinstall the game... It put me at the start of the game so I made an account with the same name as my old Vollottaja thinking it was a login promt I dont remember wich server I played on before... Would love to start playing again.
im 100% sure i bound it to my account
sinful yoke
do you have your UID?
hazy falcon
ye i was wondering what UID means
sinful yoke
well can you try logging in at the title screen and trying all servers
spring grotto
Don't pay attention the character icon on the server selection screen. That won't show up until you fully log into the server
spring grotto
No problem at all
reef beacon
I just got System Error 27 on my Commisions and I don't know what this means 😰
spring grotto
Restart the app and it'll clear it up. It means that the commission is expired and a restart is need to resync your commission list to the server
reef beacon
thx for the quick response. 😃
reef kettle
Is the game available on the Huawei App Gallery in UK? I'm trying to shift away from Google and wanted to know if there was a play store alternative.
spring grotto
It is not(at least as far as we know). Only on the Google Play Store and Apple App Store
hollow copper
Hello have you got a french interpréter pls
because I have unfortunately lost my account which tickles me slightly nerves thank you
spring grotto
I don't believe we have any regular French speakers here, sorry to say
spring grotto
I can do my best to help, sure. So did you have your account bound to FB, Twitter, or Yostar? Like in this picture?
hollow copper
my english is not so good i try to look
but i can t connect my FB or tweeter account
spring grotto
Well this would have been when you were logged into the account. So you don't remember binding your account like this?
hollow copper
heuuu i hate my english sorry
i can t connect my account on the lobby
i must recreate a new account
i am so sad
i must restart all of my prog
spring grotto
Okay. Sounds like it might not have been bound then. Please send an email to support with your old account information and that you need it recovered. They will help you with it
And the email is al.cs@yo-star.com
hollow copper
are you sure of that ?
i must give my email and password ?
that s it ?
Nickname?
spring grotto
No, not of your Facebook or Twitter. Information of your Azur Lane account
hollow copper
So my nickname?
spring grotto
The nickname and the server you played on (such as Avrora, Sandy, Washington, Lexingoton)
copper wyvern
Hello! Since the second-to-latest update I have been experiencing an issue with the game: The phones status bar no longer gets hidden while I am playing the game. Any suggestions?
I am on a Samsung Galaxy s10e with Android 9.0, if that helps.
hollow copper
@spring grotto the support does ask me to devloppe and after no answer me more than to do?
spring grotto
They can take anywhere between 1-8 business days to respond
hollow copper
Ok
last summit
fair shellBOT
Hello commander, if you'd like to report a bug please send me a direct message with !feedback and I would be happy to assist you. However, be sure to check #known-bugs to make sure you're not reporting something that is already known. You can also check the Trello boards here:
Bugs: https://trello.com/b/Hd2cMeYU/azur-lane-official-azur-lane-en-bugs
Translation Issues: https://trello.com/b/7gz5rAAi/azur-lane-official-azur-lane-en-translation-issues
pearl matrix
Hello, I'm trying to recover my account
It wasn't bound to anything :s
My UID : 67133085
IGN : Spitfire
Server : Avrora
Is there anyway I can recover ?
spring grotto
/checkbind 67133085
pale pagodaBOT
Z23 Sensei
spring grotto
@pearl matrix Okay. Please email customer support with that account information and that you need to recover it and they'll start the process for you
/techsupport
pale pagodaBOT
spring grotto
email in case you need it
median needle
whelp it finally happened. "failed to update file [4]. try again?"
the spreadsheet doesn't have it listed and i can't remember what the fix for this was.
sinful yoke
corrupted download
median needle
sigh reinstall it is.
median needle
ya i will. i don't have a limit on my data so i don't mind jumping right to a reinstall.
sinful yoke
using data eh? 
median needle
lol ya i mainly use data. i knew about the issues with it but i figured i'd try my luck and see how long i could go before something like this happened. finally happened after 10 months. rip clean streak.
using wifi worked.
sinful yoke
that would be #game-feedback this is #tech-support
dusky gate
Thanks ^_^
deft nexus
AzurLane broke on Android 10
sinful yoke
have you tried a reinstall?
does it do that before or after the developer/publisher names?
deft nexus
mm It just crash on launch immediately
sinful yoke
can you try restarting your device
sinful yoke
can you try a reinstall? see if that helps
sinful yoke
good to hear!
teal wharf
A friend of mine just accidentally did something that may get her banned, would an email suffice explaining the mistake or are there other steps they should take?
sinful yoke
depends on the severity of the mistake
an email should suffice though, but I cant guarantee the outcome will be 100% good 
teal wharf
A large gem pack purchased via Emulator, the gems didnt arrive after 15 minutes through several restarts, so she seeked refund via google and intended to re-purchase the pack, but them gems arrived another 15 minutes later.
It's worth mentioning i have this problem 100% of the time i purchase gems via my phone, the emulator is the only way i can spend without getting cucked like this
So it's super inconsistent as to what causes
They have a strong wi-fi connection. being a PC
sinful yoke
in the case of that
just contact customer support for the gems
no need for the extra steps 
teal wharf
She has got the gems, the problem is, google refunded her.
So she got them effectively for free
Due to the 30 min delay of the delivery
sinful yoke
yes, but im saying first step would be to contact support rather, because this happens
the account will be fine
they will take the gem amount away and allow a repurchase
teal wharf
Yep she's done that. just making sure, she's a high spender and plays a lot so would be a huge shame.
Just safeguarding
Thank you Kawa
sinful yoke
no problem!
spark latch
spring grotto
About another 5.5-6 hours
balmy jetty
how to get rid of that notification its annyoing
spring grotto
Do you have enough points to exchange for ballot tickets?
nova root
I need help, my facebook account with which azur is synchronized is blocked. can I somehow regain access to it?
spring grotto
@balmy jetty You'll most likely need to wait for the event to end then, sorry to say
@nova root Was that the only bind on your account? Facebook
nova root
@spring grotto yes
spring grotto
Okay. Contact support via email and give them your AL account information and be sure to let them know that the FB is blocked and not usable so that they can help you recover the AL account
/techsupport
pale pagodaBOT
spring grotto
email in case you need it
nova root
thank
broken spindle
Boss node battles keep flashing the warning screen
spring grotto
@atomic stump It's a known issue. And as well just for future reference, bugs should be posted in #bug-reports
pliant escarp
boss node flashing warning, can't proceed to fight
spring grotto
It's a bug that's being reported to be looked into. And as well just for future reference, bugs should be posted in #bug-reports
violet agate
Got it to restart but johnpaul won’t start start still
Everything lost
Its still bond though
ruby bear
is the Event A2 bug?
spring grotto
How so?
spring grotto
Yes, it's a known bug and getting fixed asap. And as well just for future reference, bugs should be placed in #bug-reports
ruby bear
so that means where unable to move forward to the story?
spring grotto
If you want to, remove all the new ships from the event out of your fleet and it should ideally be fine. We have reports of them being the cause of the issue
ruby bear
ohh ok thanks
main heron
is the proc chance for formidable's extra torp bombers correct?
spring grotto
Hm....good question I'll check w/ the team about it
broken holly
any1 else having an infinite loading screen on boss spawns?
spring grotto
broken holly
ty
main heron
thx 🙂
jade trellis
spring grotto
main heron
@spring grotto juz curious, what's the correct %?
spring grotto
It starts at 70% and I believe ends at 100%
main heron
and should i submit a tickett on it?
spring grotto
Nah, staff have been made aware of the error and are already working on getting it fixed so no worries 
main heron
ok thx 🙂
prisma jacinth
I’m seeing frozen screen followed by fast forward mode also unable to see rewards after stage complete. Is this related to the above?
prisma jacinth
IPhone XR never had any issues before
I’ll try turning of 60fps and see if issue persists
Hmm seems to be gone now
azure shell
I cant type in faq so im going to ask here, are you supposed to play all of the maps a,b,c,d or can i just complete c,d or a,b to get trento?
Please ping me when u are replying thanks
I know the requirement tabs were translated which leads to confusing translations so please help me out.
low charm
i'm not able to do the A1 boss with any of the new ships in my fleet
it freezes forever on incoming
spring grotto
@azure shell Just one of them should be fine it's like the other events. And as well, #gameplay-help is more suited for those types of questions
@low charm #game-news
low charm
ah sorry
spring grotto
No problem at all
woeful quartz
I can’t seem to add Zara to dorm, it says invalid input :?
spring grotto
Try restarting your game and as well restarting your device if that doesn't work
surreal quail
how to sends a proper email? i want to unbind my yostar, but they reply like that when i send them email & the required Screen shoot T_T
sinful yoke
theyre just asking you in case you didnt
its a bot message
because people never explain their issue
such as
account info
hopefully you added your username, server, and UID!
also provide a screenshot of your binds
spring grotto
More than likely not as they have conformation before deletion and support stands by that idea. You could try emailing them if you'd like, but the chances are likely slim unfortunately
chrome bluff
surreal quail
Can you help me..? maybe i can have some examples or templates about unbinding requests? my words isn't proper enough to explain to them T_T
ps: their replies is still same
violet agate
Can anyone help me what to do i got it to restart but can’t get in to johnpaul
river turret
im having problems with bosses on sorties
when my ships reach that point
it just flashes emergency non stop
i tried restarting
spring grotto
@surreal quail they can take 1-8 business days to respond. So send that new one to them and wait for an actual reply and not the bot reply you got before
@violet agate I'm not sure what your issue is, sorry
@river turret they should have fixed that issue. Try fully killing the app, waiting 10 or so minutes, and then logging back in
river turret
i fully killed the app from work to here
still issues on home
il try to do it again
also it seems to happen only for italian ships
i have a fleet without them and it can beat bosses
spring grotto
Yes. That was the issue with them and they fixed it with a recent hotfix.
violet agate
Dont worry Facebook is getting sues anyways i thinking of it to transfer to other account
hazy pier
160 cubes, 4 warspites, not a single one ship from event
spring grotto
Sorry to hear but that's just RNG for you
summer grotto
Is the Carrier on A2 were designed to be not killed?
spring grotto
Correct. You're not supposed to be able to attack them
summer grotto
From what I read in the Help (?), defeat all escort and aerial nodes to attack it..
spring grotto
The text is incorrect. It was confirmed with staff
violet agate
Is it ok to get it transfer the old account to yostar accout
spring grotto
As in, can support bind your old account to Yostar? I don't believe they can but I'm not sure. You'd have to ask them in the email thread for that
violet agate
well looks like i have to start over i lost everything in it even my bismark but thank anyways
I need to com down
Not mad at u but mad at Facebook
hybrid vigil
I used the new dawn item and also completed the new dawn event but I didn't get the new dawn player ring and text.
Please explain why?
pallid turtle
Hello I don’t know how to transfer my game data to another account I got a new phone
spring grotto
@hybrid vigil did you get the item from your mail and then use it in your dock?
@pallid turtle did you have it bound?
pallid turtle
Yes
spring grotto
Okay, check the pinned image in this channel regarding binding and transfering and follow step 4 AND 5
spring grotto
This channel. Check the pinned messages here and you'll see it's the first one
hazy pier
would it be possible to get ships back that i retired?
i forgot abut warspites retrofit, im asshole
cobalt snow
No, that's not possible. Best hope for additional or just use purins
spring grotto
It's not, sorry to say
hazy pier
tardy arch
Flagship not spawning on second mission
sinful yoke
restart the app
uncut pendant
Cleared c2 with 3 Stars, Mission isnt finished.
spring grotto
What mission?
uncut pendant
C2. Aaaaand nevermind. Restarting the Game fixed it. Thanks anyway
sinful yoke
have you tried restarting your phone?
paper badge
i tried to make this payment on a pc emulator. trying to do the same on a phone now
unfortunately, the same errors show up
sinful yoke
can you try resetting your wifi router?
paper badge
im on wifi on my pc and on 4G data on my phone, i dont think the type of internet connection matters
paper badge
paper badge
ill try to do the router thing
sinful yoke
its strange your data is doing the same too, what region are you in?
and have you bought gems before?
paper badge
same error even after the router reset
i bought gems before, multiple times
and i am in eastern europe
to give you a little bit more detail, i first tried to buy the gems but the google play paycheck window got stuck in an infinite loading loop, so i force-closed the game
then i tried again, and this happened
my credit card history just tells me about a 5$ cancelled payment
so i think i just broke the system
sinful yoke
if it doesnt work, something must have lodged between your connection and the game
robust solar
Hello can someone help me. I lost my account.
paper badge
@sinful yoke same error, i tried an USA vpn and a Canada one
spring grotto
@robust solar Did you have it bound to FB, Twitter, or Yostar?
sinful yoke
how strange!
toaster is there any other solution for 200230
all connection troubleshooting showed no avail
robust solar
I don't think no
spring grotto
@paper badge Hm....for 230, can you perhaps check your purchase history on the play store as well as your bank to make sure a purchase hasn't already been processed?
@robust solar do you happen to have your UID from your account?
sinful yoke
no uid?
paper badge
@spring grotto i checked, my credit card history tells me of a 5$ payment, and my google play history shows me 2 different identical payments, one of them being "cancelled"
robust solar
@sinful yoke no
spring grotto
@paper badge Yeah, seems like you had a failed purchase then
paper badge
if i post my UID, can the staff check for a payment from me? and maybe give me the gems after they confirm this?
sinful yoke
@robust solar can you try checking your social media in Apps and Permissions to see if azur lane is connection?
your email as well for a possible yostar bnd
are you not able to check your banking for a purchase history?
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i did, shows a 5$ transaction
sinful yoke
so you were charged but did not receive the gems
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seems like it
robust solar
@sinful yoke yes the have permissions and i have purchase gems too... if it helps to find my uid