tech-support

[molten plover]

oof, I want to link my progress to a Yostar account before the maintenance, but it seems I can't find the account registration option on the Yostar site, what do?
(I'd prefer it over Facebook or Twitter)

[sinful yoke]

you bind in game in settings

[molten plover]

it just creates an account on the fly and sends some confirmation code?

[sinful yoke]

yes as long as you enter an email and code, but make sure to do it in settings, not the homescreen

[molten plover]

will try, thanks

so it says I should note down UID and IGN, the UID is displayed in my profile, what about this IGN?

[sinful yoke]

in game name

[molten plover]

damn

[sinful yoke]

[molten summit]

Different xp for vanguard

Why?

[carmine hedge]

How do I unbind from facebook account? I kept getting this error

[molten summit]

Ohh, tnx

[sinful yoke]

@carmine hedge you need a 2nd bind in order to remove it or you may contact customer support to remove it

[carmine hedge]

Oh ty!

[molten summit]

She's in yhe dorm, i forgot

[carmine hedge]

Can we bind our azur lane account to both Facebook and Twitter at same time?

[sinful yoke]

absolutely

[carmine hedge]

Or can it only be only one of either

Like I'm trying to bind my account to all 3 options: yostar, Twitter, and Facebook

I only managed to bind to yostar and Twitter or yostar and Facebook atm

[pastel nimbus]

I can't seem to retrieve my old account back after I had to reinstall the game I did bind my account but nothing is happening

[sinful yoke]

@carmine hedge if they use the same email you may get an error

@pastel nimbus have you tried logging into all servers?

[carmine hedge]

Yeah both my Facebook and Twitter use same email

Ah well...just me wanting to maximize the security/backup haha

[pastel nimbus]

When I do it makes me do the tutorial again is that supposed to happen?

[sinful yoke]

no, did you try all of them? @pastel nimbus

@carmine hedge

[pastel nimbus]

so now i dont have any of my old stuff like if the account was wiped

[carmine hedge]

@sinful yoke So if both my Facebook and Twitter accounts share same email address, then I won't be able to bind my azur lane account to both of them? So I have to pick one of them in that case?

[sinful yoke]

you can try again another time, but I cant guarantee it will work
its a random bug

my fb and twitter are the same email but mine worked fine

[pastel nimbus]

ok we're good now thanks

[sinful yoke]

glad you are in

[carmine hedge]

@sinful yoke alright, seems I managed to bind to all 3 accounts now, but I had to use diff email accts for both Facebook and Twitter. What a weird bug hehe

[noble trench]

are there no alternatives to the email customer support

I've been trying to get a purchase issue sorted since september 30th...

[median needle]

no there's not sadly. all you can do for now is wait. the devs have a big back log of emails they need to get through so it's gonna take a while.

[calm flame]

September 12th for me and still no response

Good luck Lucent

[queen fossil]

Hi! I have an issue with the latest update

[steep fractal]

same

[sinful yoke]

please wait till maint is over thanks! @steep fractal @queen fossil

[mental girder]

It’s been fixed, try restarting the load maybe?

[mental girder]

Hmm weird, all I did was restart the load

I guess just wait till the maints over

[carmine hedge]

I'm scared I don't think i bounded my account

[cold glen]

When can a letter from Yostar come? Because I sent a letter on October 1st.

[mental girder]

Yikes man

[sinful yoke]

please wait till maint is done thanks!

@cold glen they were on holiday oct 1-9( or 7) and they did not work then, atm they take an estimated 8-13 business days for a response

[cold glen]

@sinful yoke, now 23 October

Too long

@sinful yoke, maybe I in blacklist?

[sinful yoke]

there is no blacklist

business days are weekdays only by the way saturday and sunday they do not work

[carmine hedge]

my game went from this language.

[cold glen]

I'm crying

[carmine hedge]

And I have to type a username...

[narrow condor]

Maintenance isn't over yet, so you wouldn't be able to log in right now

[sinful yoke]

@carmine hedge restarting the app should help, but again please do not try logging in during maint

@idle imp

[carmine hedge]

When maint is over will everything go back to normal and will I log onto my main account?

[sinful yoke]

yes

so please wait till maint is over

[inland hamlet]

unknown error 99 and chineese letters

app was restarted 2 times

[manic notch]

Me too

Nvm it's fine now

[dark rock]

99 unknown error can't get in

[pliant shoal]

Same here

[pallid wigeon]

Anyone else get this?

[simple acorn]

same issue

as @humble trellis

[inland hamlet]

now its working, just restarted app 6-8 times

[analog dawn]

Game turned chinese

[orchid salmon]

login in chinese

[narrow condor]

If login is in Chinese, the general procedure is to restart the app

[zealous pier]

some of us have tried that

and it doesnt fix it

or atleast, it didnt fix it for me

[narrow condor]

Wait for a bit and try again

[distant shell]

How many times do you have to restart the app? I've also tried using VPN but no help

[crimson nimbus]

Try clearing the app's cache. That one works for me atleast since restarting didn't fix it

[gleaming ruin]

Plsss help what happend to mine

After i updated this look

Whats this??? Plss help

[outer badge]

@gleaming ruin scroll up

[carmine hedge]

yeah clearing cache is work, i tried it and my AL is fine now, thanks guys

[scarlet shell]

Aight I'ma try that too

[zealous pier]

how do I clear Cache

I forgot

[lost walrus]

was about to ask about that as well

but ok will try

ehhhh you go to the game's application in your settings

also nope clearing cache didn't help

[carmine hedge]

Well on my phone its right there
Probably not work for all Phone, but give it a try if u havent
Might work like me

[zealous pier]

im not on phone

I use bluestacks

[lost walrus]

Settings > applications > Azur lane > storage > clear cache

[haughty grotto]

Same for iPhone ?

[minor kettle]

Already clean my cache

Still same

[frail blaze]

I restarted my phone and it worked

[lost walrus]

idk about iPhone

clearing cache isn't working for my phone

[zealous pier]

you got any idea how to clear cache on Bluestacks?

[haughty grotto]

I restarted the game and it work

Just close it and clear the history then restart

[lost walrus]

@zealous pier I thought I sent a message earlier

[zealous pier]

on bluestacks though

I use bluestacks

[lost walrus]

bluestacks is similar to android system

so yes

[haughty grotto]

Close Azur lane and restart and see

[zealous pier]

nvm

I was looking at the wrong settings

I was looking at bluestacks settings

[lost walrus]

tried restarted my phone, tried clearing cache

still getting 99 error

[zealous pier]

welp

cleared cache

time to experiment

[crimson nimbus]

Try force closing the app or switching to data/wifi

[lost walrus]

I tried force stopping already

[zealous pier]

nope

still got it

[grave folio]

Same error happen to me

[lost walrus]

reinstall time

[zealous pier]

tell us the results

[lost walrus]

oh

[crimson nimbus]

Or just restart the app all over again. (I heard it Works to some people after 6-8 restarts)

[lost walrus]

switched to data

it worked

[carmine hedge]

well since restarting both apps and phone didnt help me, i think every phone have their own problem

[zealous pier]

ffs

stop failing me AL

[carmine hedge]

[lost walrus]

rip

my emu works fine as well already

[potent tangle]

Yeah I haven't been able to fix it either

And I don't read cursive so I don't know what it means

[lost walrus]

that's not cursive

those are chinese moonrunes

[zealous pier]

I only know Hebrew Moonrunes

[lost walrus]

@potent tangle if you're on phone try switching from wifi to data or vice versa

it worked when I tried that

[carmine hedge]

keep trying every way possible before redownloading the apps

[crimson nimbus]

Ohh the error came back again after I relog it

[lost walrus]

yea try everything before resorting to reinstall

[crimson nimbus]

But it came though the game instead of the CN login screen

[zealous pier]

should I just wait until morning?

[twin needle]

Just restart the game simple

[zealous pier]

doesnt work

I've restarted like 12 times

do you think I wouldnt try restarting the game?

[lost walrus]

try restarting the emulator

[zealous pier]

tried that

[carmine kite]

Just wait for announcements

I guess

[carmine hedge]

restarting is not working
vpn is not working
restarting the phone is not working
for me the delete cache solve it
but the others have their own way to solve i think

[carmine kite]

Mine worked after I restarted.

[lost walrus]

rng

[carmine kite]

Just wait for a fix everyone

[zealous pier]

restarting is not working, restarting the emulator is not working, deleting cache is not working

[lost walrus]

yea wait for hotfix probably

[carmine hedge]

wait for apologems

[lost walrus]

[potent tangle]

I'm in bois

I did a force stop and cleared cache again

[zealous pier]

is it punishing me for getting the sneaky login without updating the game before it kicked me out after 2 minutes?

[lost walrus]

nah

you're probably getting the worse end of what you call a bug

[spring grotto]

Staff are aware of the issues with the login screen and are working on a fix. If none of the simple work arounds (such as restarting your game and/or device, clearing cache, etc) work, please wait for the fix

[lost walrus]

ty for notice

[zealous pier]

ty for notice

[spring grotto]

[carmine hedge]

[minor kettle]

Vpn is always answer

[carmine hedge]

doesnt work for me

[obtuse olive]

i've tried emulator, phone, and vpn. all three gave the same error. best thing to do right now is to wait for devs to patch up the issue

[minor kettle]

I use tunnelbear vpn, japan server

I use sg server still error

[carmine hedge]

Error 98, it keeps logging me into CN server

[grave folio]

I've clear chace and use vpn doesn't work for me

[hasty flume]

hm it fixed but then i have it again

[sweet wraith]

oh i tried logging in to yostar acc and it worked

[misty oracle]

spamming login as soon as it loads

wait like 5sec for it so finish saying AZUR LANE~~

[junior sun]

I had to try many times to get the login to work

[supple zephyr]

ummmm

Help?

[lament echo]

For an error I spent 680 gems on a skin there is way to undo it

Plz help

[spring grotto]

@supple zephyr Restart the app and ideally the boss should appear
@lament echo You cannot, sorry to say

[proper current]

only way is to spam retry?

i keep ending up here

[lament echo]

Oh no😰

It isn't even a skin I like 😒

[dire charm]

[supple zephyr]

@lament echo what skin tho

[lament echo]

Moonlit cruise

It's not that bad but I was keeping the gems for oath akagi And kaga

[misty oracle]

need support help me get a time machine

the wait for episode 4 too long 😦

[tranquil tulip]

Connection issues, got loading screen too frequent

[verbal flare]

Hi, wanna ask, my text just appeared to be red in the discord, something's up?

[spring grotto]

Red text means that your message did not send correctly due to your connection to Discord

[verbal flare]

Ahh I see, thanks

So I just need to delete/unsend it, right?

[spring grotto]

Correct

[carmine hedge]

It has been a month since I sent an email to support regarding missing memory from Juno skin event. Is this the right email: [e-mail]?

[spring grotto]

Yes, it is

[carmine hedge]

Ok, guess I'll just send it for the third time

Anyone know how to fix this? (Happens when i play on mobile data)

[spring grotto]

It might be a form of regional lock from your ISP. But that's just guess. You could try using a different network or downloading a free VPN and applying it to your current one to see if that works

[carmine hedge]

I see, but i live in the US so idk why it would be a regional lock

And this only started happening yesterday

All the other days before that were normal

[spring grotto]

Hm....maybe something changed w/ that specific ISP who's it through?

[carmine hedge]

You mean like which service provider or?

Idk exactly

[spring grotto]

Yeah, who's that current connection coming from

[carmine hedge]

O

T-mobile

[spring grotto]

Gotcha. Yeah, T-mobile seems to have some issues at times connecting to AL. Unfortunately we're not sure why

[carmine hedge]

Rip :c

[unkempt lantern]

I always get an error you transaction cannot be completed when trying to buy gems

and a code 200230

[spring grotto]

Can you check your app store and bank transaction history to see if there's anything on them from AL?

[unkempt lantern]

there is one listed on google pay stat says status declined

[errant olive]

Ehhh hello
I wrote about 2 weeks ago and still didn't received response

[unkempt lantern]

although i have tried numerous time with bothcard and paypal

[spring grotto]

@unkempt lantern Hm...if it's coming from declined from Google Play, it's most likely on their end. Either not enough funds or the currency might not be supported. Those are the likely culprits but mostly just guesses
@errant olive Support currently has a massive backlog so the estimated time is around 8-13 business days or so

so not including weekends

[unkempt lantern]

i see thanks ill try them then

[errant olive]

Ah, shit

Ok

Thanks

[carmine hedge]

my T3 chest's glitched and when i opened them nothing happened and when i wanted to try again i got error 37. I restarted game, chests are gone and i didnt get any items. Any fix for it or i can be sad?

[spring grotto]

Are you sure you got nothing? Nothing was listed as new in your equipment inventory?

[quasi plinth]

Hello, I wrote an email towards support, how long would I expect for a response?. Thank you

[carmine hedge]

i'm almost sure because i opened 4 chests and no new appeared.

[spring grotto]

@quasi plinth Currently support has a massive backlog so we've put the estimated response time to around 8-13 business days or so (so not including weekends)
@carmine hedge Hm...unfortunately i'm not too sure then. You could try contacting customer support directly w/ your account information and the situation that happened to you as perhaps they'll be able to look into logs and help. But I personally can't guarantee any solution

[carmine hedge]

its nothing serious so if there arent an easy fix forget about it

[quasi plinth]

Aight thank you.

[hazy drum]

stuck here ....can help? my connection is good

[spring grotto]

When you're stuck on "Checking for updates", your game is not reaching the update server for verification. The first simple steps to try would be to restart your device and possibly your network.

Or trying a different network connection

[hazy drum]

owhhh ok let me try

[sonic forge]

I can’t seem to buy any gems 😦

What do I doooo

[spring grotto]

200220 is usually a network error. Try restarting your device and/or your network. And as well trying a different network connection

[tranquil tulip]

Really annoying i need to wait this loading every time i feed the dorm. Any help?

[wide siren]

hdllglsl#

[distant mango]

Device lag?

[tranquil tulip]

Connection i think

Bird animation is running smoothly

I guess I'll stop playing for awhile

[fallen kelp]

so i may of been charged twice for a single purchase

my bank said i had two payments of $20 for gems but in game i only received enough for 1 payment

may be my bank messing up tho

[spring grotto]

If it does clear through and you truly got charged twice, there are two options you can try. If you'd like to try to get the money back, first try to get a refund from you respective app store. And if they deny it, contact AL customer support via email at that point. If you want the gems immediately, contact AL customer support first so that they can get them sent to you

[fallen kelp]

Understood, I'll try the app store first

[fallen kelp]

we good it was canceled

[spring grotto]

[frail osprey]

Stuck in loading update screen

Been reinstall it for like, twice

My network connection's good

[proud crow]

Excuse me, i lost my progress in my account, is there anyway i can retrieve it?

[spring grotto]

@frail osprey Try restarting your device and/or you network. Or try a different network connection to see if that clears it up
@proud crow Did you have it bound to FB, Twitter, or Yostar?

[proud crow]

I have it bound to fb, i kept trying to log in but everytime i kept restart from the beginning

I've spent much time for it, and i would love to get my account back, is there anyway i can ?

[sinful yoke]

have you tried logging into all servers

[spring grotto]

Okay. If you had it bound to FB, just be sure to follow these two steps then. And pay close attention to Step 5 regarding the server

And if you happen to have multiple FB accounts, be sure to use the correct one

[proud crow]

@sinful yoke yes i have,

How can i access that?

[sinful yoke]

access what?

[proud crow]

The steps

[spring grotto]

They're in the image. Step 4 and Step 5. Just read them and follow them if you haven't already done them

[proud crow]

Tried, kept the same result

No character to be found, i have used the correct fb

[clever pine]

Btw I have questions, york update to CA mean she can look like London, can equipment secondary gun ?

Why in here she still use torpedo and her skill is buff for sec gun ???

Something wrong ?

[spring grotto]

@proud crow Don't pay attention to the character icon on the server selection screen. that won't show up until you fully log into the server. So log into all of them to see if your character is there or starts you in the tutorial
@clever pine Her buff is for her default secondary gun that she always has. You just can't change it.

It's pretty much invisible there. But she has it

[clever pine]

Hmm so she can't equipment sec gun ?

[spring grotto]

She has one equipped, but you can't change it. Hence why she'll always be shooting some small bullets that are different than her main gun shots

[clever pine]

Well

I pay money to the wrong one

Unless

[proud crow]

Yes it took me back to tutorials

[spring grotto]

And that's on all servers?

[proud crow]

Yes, i' tried to contact my friend to search my account and it's still there

[spring grotto]

Hm...sounds like it's either bound to a different FB account (or maybe to Twitter or Yostar) or it wasn't bound properly then do you happen to have the UID from the account?

[proud crow]

So not erased, kinda somehow unbinded from my fb

Sec, i think i have, should i pm you? Or just send it here?

[sinful yoke]

anywhere you feel most comfortable sending it

[spring grotto]

It's fine to send it here. Or DM if you feel more comfortable w/ that

[proud crow]

That's my account

Is the uid right? Or is it my friend's ?

[sinful yoke]

friend’s

[proud crow]

Oh.. T.T) then I don't remember my uid..

What should i do?

[clever pine]

F

@proud crow if you already make game payment then give them the google play bill

maybe it can help

[proud crow]

From google play? How?

Yes i have made purchase

[clever pine]

did you ever buy gem or any stuff ?

YES

that it

open your gmail

[proud crow]

Yes, then?

[clever pine]

see something like this ?

search bar : tap google play

[proud crow]

Okay i'll try

[clever pine]

it will show like this

take the screen shot of that receipt

and ask mod here how to help to take back the account

then waiting they make sure that your acc

and bum you done

[proud crow]

Yes, i found it

[sinful yoke]

iirc they actually cant help ewith that

[clever pine]

example, ( this is FGO find acc back, not AL, but they are the same systerm

huh ?

[sinful yoke]

they cant find your account with a receipt is what someone told me

[clever pine]

hmm seriusly ?

[proud crow]

So, what should i do @sinful yoke

[sinful yoke]

you know your username and server though, so you’re fine

/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.

[proud crow]

Yes ,i can even tell the details of the account

[sinful yoke]

email them and make sure to tell them the situation along with your username and server

[clever pine]

he say he forgot his UID

[sinful yoke]

but he also cannot login, uid is just so we can check the bind

uid isn’t located anywhere but in game

[clever pine]

well

[proud crow]

Yeah , thanks, i have sent them the email

[clever pine]

maybe u just need to quit use facebook to blind use tweeter or Gmail

Gmail is good

[proud crow]

And thanks @clever pine

[clever pine]

Wc

[proud crow]

How can i log in using gmail?

[sinful yoke]

it has to be in game

[proud crow]

The only options are fb tweet and yostar

[sinful yoke]

check pins for how to create a yostar account (email bind)

[clever pine]

and they are really can't help with using the receipt ?

like you can use that to find the acc

[sinful yoke]

thats what I was told from someone who tried

[proud crow]

I'll try the yostar acc

[sinful yoke]

but I have no staff confirmation on my end

[clever pine]

so it F

think it will work the same like other game

[sinful yoke]

its not gone anyways they will get their account back in due time

[clever pine]

Pray

[proud crow]

I really hope so

[sinful yoke]

dont worry

[proud crow]

Thanks for the help, hope you guys always in good health, cheers !

[rigid quest]

Hello, what is UID and how to find it?

[spring grotto]

It's UserID. And it's found in your profile in game whilst you're logged into your account

[rigid quest]

Is it possible to find out if you do not have access to your account?

[spring grotto]

Unfortunately it is not. You have to be logged in to get it

[rigid quest]

I just did not synchronize my account and in the end I can not go, technical support said to throw off the UID
in-game name
Server you are playing on
Commander level
Okay, thanks

[timid dawn]

I have the same problem of @proud crow ,what happens if I finish the tutorial ?, If I do that then new data is created linked to my account logged in at the moment?

[plucky sonnet]

:(

[echo heath]

@timid dawn If you're trying to recover an account, don't finish the tutorial because there's no point.

Did you not bind your account?

[carmine hedge]

Hello i got this problem i have new phone and old one i have Azur lane on the old phone but it's broken and i need to putmy progress to the new phone and.

[echo heath]

Did you bind your account?

[carmine hedge]

Yes i did

[timid dawn]

Yes

Facebook

[echo heath]

So just log in with the method you bound to

[carmine hedge]

But i can't access my old phone because it's display is black and broken

[echo heath]

You don't need to. On your new phone, download AL and on the log-in page, tap the method which you bound to

You'll log-in there and be in your old account.

[median needle]

if your account is already bound start from step 4. make sure you choose the correct server

[carmine hedge]

Thank you! i'm so bad

[echo heath]

@timid dawn if you bound your account, follow what LFire linked

[timid dawn]

What would happen if I logged in but on the wrong server?

[spring grotto]

You would start on the tutorial then

Your account will always stay on the server that it was created on

[wild vapor]

I still maling to them from 19th but no reply

[timid dawn]

I changed my phone and my account is not on my home server even though I started on the wrong server first.

[spring grotto]

Can you try logging into all severs? To see if they're all the tutorial

@wild vapor Support currently has a backlog so the estimated response time is upwards of 8-12 business days or so (weekends not included)

[timid dawn]

It was not my intention to start the wrong one using the linked Facebook logon, I held the phone without thinking

[spring grotto]

As long as you just logged in on the title screen with your FB account, that's okay. That's how you retrieve bound accounts

[echo heath]

You're not locked to a server. Tap the server name on the log-in screen to choose between them.

[median needle]

(in case you don't know how) restart the game and choose a different server.

[timid dawn]

I was reading this channel and I see that I am not the only case where you change your phone and the account is lost, since in my first phone I install and uninstall the game many times and my account was still intact, I play through apkpure.

[echo heath]

Your account will only be lost if you don't properly bind it and log-in.

And even then customer support can help

[median needle]

your account is never lost. it never gets deleted so it can't be. even if you don't bind you can still get it back. if you can't get into your account then you've done something wrong. anything from binding to selecting the right server.

[carmine hedge]

Also is it normal to load so slowly as i am lvl 42 and i'm on 6-3 lvl and have 150 ships?

[median needle]

load times depend on the phone. it could be not enough ram, low storage, too many apps open, the os system not being optimized yet, etc.
my last phone had some slow load times but with the new one i got load times aren't an issue anymore.

[carmine hedge]

Storage is fine and i only have open discord and AL

[median needle]

is your phone using android v10?

[carmine hedge]

I don't know where can i find that?

[median needle]

go to settings > about phone > software info. it'll be listed under "android version"

[carmine hedge]

Okay let me see

[timid dawn]

@echo heath on my first phone I installed and uninstalled the game many times and my account was intact, does that mean it was linked correctly?

[carmine hedge]

Using V9

[echo heath]

I guess? If you uninstall the game and then log-in again and find your account, sounds like you bound correctly.

[timid dawn]

@casey So I don't know where the problem is and why my account is missing, do I have to complete the tutorial and in settings do something?

[median needle]

no.

[timid dawn]

[median needle]

just login at the title screen and select the server your account is on. that's it.

if you can't and none of the other servers work that means you didn't bind your account.

[carmine hedge]

LFire using V9 androind

[echo heath]

Listen to us when we tell you instructions. Not trying to be rude but you've ignored all our guidance.

[median needle]

@carmine hedge k then it could be low ram. look up your phones specs on google. if it's 2gb of ram or high you should be good. if it's 1gb then that's why. also might want to try using a different internet connection like wifi or a vpn to see if that helps.

[carmine hedge]

Got 2gb

and i am on wifi rn

[median needle]

i'm not sure then. are you getting the manjuu loading screen or it stuff just taking a while to load in?

[carmine hedge]

Manjuu

[median needle]

k try using mobile data or a vpn then. cause that's a connection issue.

[carmine hedge]

Still nothing :(

[timid dawn]

@median needle on my first phone I installed and uninstalled the game many times and my account was intact

[median needle]

ok but that's not going to apply on a new phone. you have to login again.

[dusty bridge]

i have an issue

i bought gems 3 times and didnt recieve them

i also restartet my game

[spring grotto]

Were you charged for them?

[dusty bridge]

yes

3 times

i have the bank statments to prove it

if you want them

@spring grotto

??

[spring grotto]

That's okay. So if you would like those gems to added to your account, please contact AL customer support via email with your account information and the purchase receipts. If you'd like a refund, please first attempt to refund from your respective app store. And if they happen to deny it, contact AL customer support at that point w/ that information

/techsupport

[pale pagoda]

Z23 Sensei

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

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

[spring grotto]

email in case you need it

[dusty bridge]

thanks m8 where is the review form to get you a rank up?

[spring grotto]

The thoughts are enough, thank ya

[dusty bridge]

the weird thing is @spring grotto google play doesn't display that i bought it

my bank statements do say it tho

[spring grotto]

Hm...it is possible that Google is just delayed or still processing it. Did they send you an email confirmation for it?

[dusty bridge]

nope thats the weird part

im just gonna wait a day and look at it aigan

[spring grotto]

Hm...you could possibly try waiting if you'd like just to see if it's actually cleared through Google and your bank if it's still processing

Yeah

[dusty bridge]

well if i still have the issue you wil hear it

[carmine hedge]

[crude moth]

Um after yest maint, the notifications from app seems have stop at all

Like commission notif, etc. Any way to fix this?

[spring grotto]

@bleak iron We can only say to make sure you're sending to the correct email address [e-mail] and say that if it goes over 8-12 business days (weekends not included) to resend a follow up email. The team has requested that all support inquires go to them via email
@crude moth You mean for push notifications on your device?

[crude moth]

Ah yeap thats the term

[spring grotto]

Hm...make sure they're enabled in your settings in game, that your device is not in any type of power saving mode. Also try restarting your device and clearing the game's cache. Those are some simple first steps you could try

[crude moth]

I've already tried turning on and off the settings in game, but will try the cache thingy now. Ty

[deft crypt]

Umm, is it normal that I can no longer can use the "Invitation" portrait frame ? I had already got it, but it is now locked again.

[spring grotto]

It's only for 30 days

[deft crypt]

ok, so that means that anyone who got it, once, can no longer use it ever after the time limit ?

sounds weird

[spring grotto]

It would appear so until there's another type of rerun of the event or something similar

[deft crypt]

ok then, thx Strudel

[crude moth]

Woot the cache and restart thingy works!

You're an awesome toast yo!

[spring grotto]

Good to hear and no problem at all

[warped hemlock]

im changing accounts to my clone account, but after login with yostar thingy im stuck when chose server

[sinful yoke]

where are you stuck?

[warped hemlock]

yeah stuck on loading

[sinful yoke]

can you send a screenshot of the loading?

[sinful yoke]

are you able to try changing connections like to wifi/data ?

[warped hemlock]

i try use my wifi and data but it still doesn't work

even i try my friend network but still doesn't work

[sinful yoke]

can you try applying a vpn?

[warped hemlock]

havent try it

but imma try

[sinful yoke]

let me know if it helps

[warped hemlock]

ok its works

thx

[sinful yoke]

good to hear!

[junior lance]

Excuse me a player in game chat told me to come here if i got muted

I always get muted around this time 7-9pm (HST)

[echo heath]

Unfortunately, there's nothing that can be done about your mute here.

[junior lance]

Ok

[echo heath]

We'd just tell you to contact customer service, and by the time they see your e-mail you'll be unmuted.

[outer herald]

Mostly it could be people abusing the mute system in game though, but not much we can do here apparently

[junior lance]

Do i go through the contact system in the game?

[echo heath]

There's really nothing you can do but wait it out. The way to contact devs is through mail, but by the time they get to it, you'll be unmuted anyway.

[junior lance]

Ok thanks for the info.

[raven root]

I just notice something, i dont know if you already notice this but I try to check my York Retrofit many times and even check the memento but she is not there

by any means, did you put out for a while the Retrofit York? I try reloading my game and the bug remains

[sinful yoke]

she is available permanently as retro

can you send screenshots/videos of her missing?

[unborn basalt]

I entered the verification code to another device to login there but the loading animation is taking forever

[sinful yoke]

the jumping manjuu?

[raven root]

York spotted seems like my phone just failed to load some characters

[sinful yoke]

[unborn basalt]

Yes what can I do

[sinful yoke]

try switching connections

[undone marsh]

Hello again

My email still seems to not have been seen

=/

[unborn basalt]

Tried switching connections but still loading

[sinful yoke]

vpn?

[undone marsh]

Closing in on Week 7 with no reply. =/

It's just a code redemption issue. I have the code and a screenshot of me submitting it

[sinful yoke]

if they havent responded in the past 13 business days shoot them another followup email by replying to your original one

theyre in office atm

[undone marsh]

I did that

This'll be my 4th reply to the ticket

I've tried being patient but I think I'm justified in being a little upset I haven't gotten a human reply in near enough two months to a very simple problem

[sinful yoke]

[undone marsh]

idk why I'm coming here- it's not like you guys have the authority to do anything but give me the basic instructions I've already been told, right?

[sinful yoke]

unfortunately

[undone marsh]

Yep. Thanks anyway.

[unborn basalt]

I'm not on vpn

New phone

[sinful yoke]

can you try using a vpn?

[hoary elk]

Dev suck

[sinful yoke]

[hoary elk]

Slow or not working at all

[sinful yoke]

customer support?

[simple moon]

Have anyone experience FPS drop for new update in AL?

[hoary elk]

Ye, Cs slow af

[slate kayak]

Hi. Where should i report sth to-do with skin with its dialogue lines? Not bug but one not polished detail

[sinful yoke]

@hoary elk they have lots of backlog, and estimated response is 8-13 business days

@slate kayak bugs are best for #bug-reports but make sure to send a picture so we know what you’re talking about

[slate kayak]

Okay

[unborn basalt]

Tried a VPN and it still loading

Oh I tried connecting with Facebook and it worked. Fuck me

[slate glen]

umm someone can help me for contact some staff ,,i want my old account back when is still use google play for login

[hoary elk]

Uuh, it's more than 13 business days ady tho?

[heady steppe]

Not sure if this is the right place, but I just upgraded from iPhone 6S to an 11. But everytime I get to the Press To Start the game just crashes. Anyone know what the issue could be or how to fix it?

[molten summit]

Any success in this so far?

[spring grotto]

@heady steppe Hm...not too sure unfortunately. We haven't heard of any iOS 11 issues. And my device runs fine on it. Perhaps try restarting your device and/or offloading the app? Just as some simple first steps
@molten summit As in people getting ships? Yes, there have been a couple of people

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

[slate glen]

not just login with google,, can it's back?

[spring grotto]

Well there is no Google binding. So you didn't have it bound to any of those options though that I listed? If so, you'll need to contact customer support via email with your account information and that you need help recovering the account

/techsupport

[pale pagoda]

Z23 Sensei

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

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

[spring grotto]

email in bot message in case you need it

[carmine hedge]

Same as two days ago

Im really starting to get the feeling that there was some behind-the-scenes stuff that got T-mobile's mobile data IP banned

Cause this pretty much started 2 days ago with the mobile data

[spring grotto]

Well it is possible that it's coming from T-Mobile's side and not server side (especially since it's just T-Mobile and it'd be odd for AL to block it). We'll bring it up to staff but I can't get an ETA on a response time.

[wicked nexus]

How long does it take to reply to our emails?

[spring grotto]

Due to a backlog that support currently has, the response time is an estimated 8-12 business days (so weekends not included)

[carmine hedge]

Ok

[heady steppe]

Fixed my issue. Had to reinstall the entire game. Guess transfering from 1 phone to another caused some sort of issue with the game files.

[patent sparrow]

I had a support email reply on October 10th and with no response I wanted to know if I either did something wrong with just replying to the email or if its just busy for support

(Id was 9100 if it helps)

[zenith token]

Hi, I just bought a Gem pack, and during the processing, it froze and wouldn't proceed. I did get charged as I received the email (I can provide the Order #), I did not receive the Gems though. (I had to restart the game, it was stuck for more than 5 minutes)

[sinful yoke]

@patent sparrow support is extremely backed up, we expect a response time of 8-13 business days

@zenith token try contacting customer support, include your username, uid, and server, or try to get a refund

/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.

[zenith token]

@sinful yoke How do I do that? /techsupport ?

I refrained from immediately looking for a refund due to potential consequences to my Account. It's the first time I've had this issue among many purchases in the game.

I've messaged through the 'help' function in Settings in-game, haven't heard back from a human yet.

/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]

read the bot message @zenith token

and no consequences are given for such

[zenith token]

Yea, I emailed -- the refund process doesn't work.

[verbal flare]

Hi, I wanted to post a picture in this discord server, but I’m not sure if it fits the regulations / rules and I would like a direct message to one of the staff to ask a permission for it. Who should I contact?

[spring grotto]

You can send it to people on the moderation team and they'll be able to review it for you

[verbal flare]

The one in the “moderators” section? Or does the “Lil Mods” also counts?

[sinful yoke]

mods, lil mods cannot judge them

[verbal flare]

Alright, thanks

[carmine hedge]

Hello i need help when i want to log in my old account it takes long it took like 3 hours and i gave up but i don't want to loose my progress

[sinful yoke]

@carmine hedge did you bind the account?

[carmine hedge]

Yes i did but i can't get into it

i get the manjuu loading when i bind in my old acc

[sinful yoke]

try connecting a vpn or switching connections
someone reported that trying to login again worked

or try restarting your device

[carmine hedge]

I tried wifi,data but i don't know where to find vpn

[twilit arrow]

what do I do if I bought $20 worth of gems but they did not show up do I just wait and see if they show up?

[sinful yoke]

contact customer support with your uid, username, and server @twilit arrow

/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]

@carmine hedge there are free vpns on the google play/app store

[carmine hedge]

Does Nord Vpn work?

[quartz crystal]

I am not earning any support points from submarine event stages:

[carmine hedge]

Would you recommend me some vpn?

[sinful yoke]

what OS do you have?

[carmine hedge]

OS?

[quartz crystal]

@carmine hedge
Operating system
Android or iOS?

[carmine hedge]

Android

[sinful yoke]

tunnelbear or hotspotshield work

[twilit arrow]

I sent an email telling them what my problem was and I get this..

[keen raft]

i think thats the automated response

[spring grotto]

It is. It's just an automated bot response in case the person doesn't include all your information in the initial email

[twilit arrow]

so what do I do?

[spring grotto]

If you already included all your information, you're good to just wait for their actual response

[twilit arrow]

um... I only put the server what else do I need to put in?

[spring grotto]

What was your issue to begin with?

[twilit arrow]

I made a purchase for 1200 (x2 because first purchase) and it's been over 18 hours since I bought it

and I still don't have the gems

[spring grotto]

Ah, gotcha. So just include your account information (such as in game name, server, UID) and the purchase receipt

[twilit arrow]

what is UID?

[spring grotto]

UserID. It can be found in your profile in game. It's a long string of numbers

[twilit arrow]

ok

what if I don't have the reciept?

[spring grotto]

Hm..you should've gotten it from your respective app store or at the very least, look into your app store's payment history and see it there

[twilit arrow]

ok

I can't get access to it at the moment

[spring grotto]

Okay. Well customer support will need at least some form of purchase receipt for validation of the purchase

Unless there's absolutely no way that you're able to get one

Then you'll need to tell them as such to see if there's anything they can do

[twilit arrow]

ok when I get the receipt what do I do with it?

[spring grotto]

You just need to get a screenshot of it and include that in your email

[twilit arrow]

ok thanks

I sent the email also explaining that I don't have the receipt and why I don't have it and I got the same email

[steep depot]

Hello, i have a problem with a certain item. I recently noticed that it's not in my inventory anymore.

[spring grotto]

@twilit arrow Yes, that's just their automated reply from before. But if you've sent all the information now, you're good to just wait for their actual response
@steep depot Which item exactly?

[steep depot]

The Beaver Squad Tag

[spring grotto]

Have you turned your "Equipped" items on to see if you see it that way?

[steep depot]

Yes, but it's not there.

[spring grotto]

Have you tried fully closing the app, waiting 10 or so minutes, and then relogging?

[steep depot]

Yes, over night.

I noticed some days ago, I already wrote to the support email, but got no response. So I ask here.

[spring grotto]

Well if you're sure that you didn't disassemble it and it truly disappeared, you'd need to go through customer support via email. So since you already sent one, you just need to wait for their response on the issue. They currently have a backlog so the response time can be estimated to be around 8-12 business days or so (weekends not included)

[steep depot]

Ok, Thanks. If I disassembled it, it was not intentionally.

[lofty bramble]

Hello ,I have a problem when login my account was lost. How to restore my account ?

[sinful yoke]

did you bind it?

[lofty bramble]

Yes

I bind with FB and Yostar but when I login this time ( sandy server )

They go tutorial

[echo heath]

Can you try all servers?

[lofty bramble]

All go tutorial

Proof this same email

[echo heath]

So are you logging in with a new device? @lofty bramble

[lofty bramble]

No

[echo heath]

So you've been using the same app on the same phone, and one day you logged in and your account wasn't there?

[lofty bramble]

I changed my kernel phone so I have uni all apps then when I login the go tutorial again

[echo heath]

Alright, makes sense

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

You're following steps 4 and 5 here? Log-in with Yostar at the log-in page

[austere lily]

I didn't get the 4th cutscene of War God's Return even though I completed alll the missions?

Bug?

[echo heath]

Have you gotten SP3 to safe?

or 100% clear?

[austere lily]

What do you mean SP? There are no event stages for the Mikasa event...

[echo heath]

oh sorry, I'm thinking of the sub event. Have you tapped Mikasa in the academy area and completed all her missions and events?

[austere lily]

Yep

I have a couple of other events where this also happened. So...bug?

[echo heath]

so you've collected all the cogs and finished restoring all the models and got no cut scene?

[lofty bramble]

That why I am asked here

[sinful yoke]

try all servers

[lofty bramble]

[echo heath]

@sinful yoke isn't that the screen to bind?

[sinful yoke]

also someone who actually sends screenshots

[lofty bramble]

@sinful yoke Yes I try all go to tutorial

[sinful yoke]

it is

and it is the screen for logging in as well

so nothing different

@lofty bramble do you have your UID?

[lofty bramble]

Yes

[austere lily]

Okay I restarted the game and now it shows up in Archives

[sinful yoke]

may you send it?

[echo heath]

Weird that the bind and log-in screen are the same

[lofty bramble]

Okay

[echo heath]

good old off and on again always works.

[sinful yoke]

also, it could be that its bugging and not collecting your account data, sometimes logging in multiple times or restarting your device can help

[livid panther]

Hello i could need some help

My Problem is my missing Account, After Not playing for 2 Weeks, my Account disappeard. Facebook login? Gone
Twitter? Gone
Google play? Gone

[sinful yoke]

google play is not a bind

do you have your UID?

[livid panther]

UID?

[sinful yoke]

its a string of numbers, its located on the screen you change your secretary, have a screenshot possibly?

[livid panther]

No

I got a new Phone

So, Big no

[sinful yoke]

ahh

when you login, are you logging in at the title screen?

[livid panther]

When i login i See the normal Screen with the Facebook , twitter login options

[midnight valve]

excuse me, i have a trouble with my ipad 3, when i finish a battle the game sudenly close, anybody know why? i try all but always happen :C..... "excuse my english, i am a foreigner XD

[livid panther]

iPad is too weak
You should reinstall the game

[echo heath]

@midnight valve Ipad3 doesn't have the recommended amount of RAM, you need at least 2GB

@livid panther So you get to the log-in page and tap one of the three options which you bound your account with to log-in?

[livid panther]

Yes

[echo heath]

And you successfully log-in and go right to the tutorial?

[livid panther]

Yes

[echo heath]

try all servers

[livid panther]

I Use Washington

[midnight valve]

oh really i didn know :C..... and i only have the ipad to play :C..... no more solutions.... excuse for interrupted bonney

[echo heath]

Can you try them all anyway?

[sinful yoke]

try all anyways

[echo heath]

Yeah, sorry DNA, just the minimum requirements of the game

[midnight valve]

well only happen after battle.... live with that i suppose .... i still love the game :C

thank you for the advice :3

[livid panther]

Tried all Servers

And out of the Blue, the game doesnt let me login through fb

Im sorry when i say it but it feels like a single Big f u in my Face from the devs

I know maybe its a Server Bug or they accidentaly deleted my Account (can happen) but it feels like that and im really angry

[echo heath]

Well I know FB log-in is the most unreliable (not that your data isn't stored but the log-in itself). You don't have to log-out to change your server though.

Also accounts don't ever get deleted

If you've successfully logged in through your bound method and looked in all servers to see if your account was there and still find nothing, you'll have to contact customer service so they can directly look at the account and see what's going on.

/techsupport through this email

[pale pagoda]

Z23 Sensei

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

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

[livid panther]

I did already

[echo heath]

Then you just gotta wait for the reply, unfortunately

[dim bear]

After a recent update (Haven't played in about a week) I got signed out.
It's now not logging in, using Yostar account.
I get an email generated, put in the code, log in, it tell's me that it's successful, but then it just say's loading with the jumping bird thing on the main page.
Closing the game and reopening it brings me back to the login screen.
LG G4.

[sinful yoke]

hmm I have been seeing this commonly now, do you mind if you help me out and send me a screenshot of your log?

/logmode

[pale pagoda]

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

[sinful yoke]

and a video is most preferred, but if not, a screenshot when it starts loading forever (with log mode on) will work

[dim bear]

I don't have anything to record my screen, so give me a few to find something for that.

I can't even get log mode to open up :/

Doing the same thing as the video and it's not opening.

[sinful yoke]

its 2 fingers pinching and one finger on the side

people usually miss the extra finger on the side

[dim bear]

Ohhhh

Yeah that worked.

https://www.youtube.com/watch?v=-kiwq2rgLJs

[sinful yoke]

thanks!

@dim bear can you try restarting your device now to see if the loading will subside?

[dim bear]

yeah, restarting now.

Nope, still infinite loading.

[sinful yoke]

can you try switching connections like to data from wifi, or apply a vpn?

[dim bear]

I can try a vpn, but I don't have data.

[sinful yoke]

[dim bear]

Still nothin :/

[lofty bramble]

Thanks for help me last time now my account is back ( with my Titanium backup ) the problem now is bind system for Yostar not correctly binding

@dim bear Try force close the app then open again

[sinful yoke]

@dim bear try logging in with yostar again, a user reported being able to fix it by logging in with a different bind

[dim bear]

Meh, still nothing.
Tried force closing.

I'm just going to give it a day or two, see if it works then.

[sinful yoke]

whats your username and server? uid us best but I dont expect you to have it

[dim bear]

Lexington, not too sure on my user name. It's something along the lines of HammyTV.

[sinful yoke]

noted thank you, also what region are you in?

[dim bear]

NA.

Canada to be specific.

[sinful yoke]

thanks! I’ll be relaying this

[dim bear]

Alright.

[sinful yoke]

you need a returnee partner to progress

a returnee needs to enter your uid

yes

[undone mirage]

What is this screen

[sinful yoke]

it is log mode

press hide to hide it

[undone mirage]

Thank you!

[olive drift]

i bought the summer set but i am missing like half of the pool

[echo heath]

it only buys one of each thing, you gotta go buy the rest of the pieces

[stoic radish]

My commissions didnt reset today..

[echo heath]

If you don't log off before reset, they won't change.

[stoic radish]

I logged out just before reset

2 mins before reset

[echo heath]

might not have been enough time

I'd recommend at least 5 minutes

[near canyon]

I recently installed on my new phone but none of the character voices work now, any suggestions?

[echo heath]

did you download the audio update?

[sinful yoke]

@dim bear hello! may you try signing and logging in again? we released a hotfix for the issue

[drifting basalt]

So I’ve been needing to recover my account and only now actually have time too

I didn’t bind because I’m a stupid and don’t know what to do

[carmine hedge]

Excuse me good sir. I have some issues regarding account

My account somehow lost even though I already bind on Facebook, when I am login using Facebook my account repeats back to the beginning

"I hadnt been online since months, and in my absent i heard that there was some issues about Data loss of players.
I see Yostar provided several ways for players to get their account back, such as downloading something etc.
"My problem is that, i didnt follow any of the provided solutions at that time because i decided to 'Take a break' from the game before the data loss accident happen. And now i want to go back but yeah, you might already guessed, i cant login to my old account. I want to know if there is a way to get my account back. It's already binded to FB as far as i can remember."

IGN : Dokkaebi
Server : Lexington

Forgive for my poor grammar

[dusty bridge]

Some on here with more paymant errors via google play because i think there is an error with buying gems for me. Its a warining i think its a google play error. Be warned

I got my money back however

[spring grotto]

@drifting basalt So you didn't have it bound to FB, Twitter, or Yostar?
@carmine hedge So you had it bound to FB? Did you log in w/ FB on the title screen and then choose the correct server? Your account stays on the server that it was created on?

[outer oxide]

So i contacted AL support to unbind yostar but they are not replying to mail its been 6 days since i sent the mail. Can anyone help?

[spring grotto]

Unfortunately not. All support inquires have to go through email currently as per the team's request. And they currently have a backlog, so the response time can be estimated be around 8-12 business days or so (so weekends not included)

[carmine hedge]

of course, i have entered my account correctly

and this screenshot from my friend account

[spring grotto]

Hm...perhaps it's on another FB account if you have another one(or tied to Twitter/Yostar)? Or it wasn't bound correctly. Do you happen to have your UID?

[carmine hedge]

I have a lot of emails, but all of them point to 1 Facebook, for example my main Facebook email "[e-mail]" when I use the other email using "[e-mail]" it will all refer to 1 Facebook. Does that have an influence?

im not backuping my screenshot photo & i forgot my UID

when I enter my email to yostar it can but with the same account start the tutorial again

[spring grotto]

Nah, that shouldn't affect it. It should be going by FB account, not the exact email. But perhaps try restarting your game/device and trying the other email just to be sure if it works or not

[carmine hedge]

OK, I'll try it
I'll inform you later

[gusty heath]

howdy, i recently got a new phone and tried to play but it was reset, i went back to my old phone to make sure my account was bound , and it was to my twitter. but i am still unable to play my account with all my ships on my new phone any help?

[spring grotto]

Did you log in w/ Twitter on your new device on the title screen? You need to follow Steps 4-5 from this image to retrieve your account on your new device. And be sure to pay close attention to Step 5 regarding the server

Hang on, that's horrible quality for that image

https://imgur.com/roy6tih

[gusty heath]

ok will look into this thankyou!

ok its telling me that facebook and yostar are already bound to another account

which is impossible

[finite breach]

since you apparently already bound Twitter, you just have to follow step 4 + 5 i suppose

[spring grotto]

You need to follow Steps 4-5 from this image to retrieve your account on your new device.

yepp, ignore steps 1-3 as you've already done those to bind your account

[gusty heath]

1 sec

[wicked tapir]

hi

i wanted to continue playing azur lane after 2 year, but i can't retrive my account

help?

😦

@cedar terrace

[cedar terrace]

I will help you pin @lilac garnet up

He is way more familiar with the tech support than me

[wicked tapir]

ok thanks

so @lilac garnet can you help me please?

[manic shadow]

Is this the place to ask about transactions?

[worn nexus]

I've tried reinstalling but it still won't work

[spring grotto]

@wicked tapir Staff are out of the office for the weekend
@manic shadow What's the issue?
@worn nexus Try restarting your device/network as well as possibly trying a different network connectio

[wicked tapir]

there is no one i can talk to retrive my account?

[worn nexus]

Thanks, I just needed to reset my network connection

[spring grotto]

It's possible that Aki will return your inquiry when they're back in office. For the meantime, the only other option is via email to customer support

[wicked tapir]

and the email is?

[spring grotto]

it's [e-mail]

[wicked tapir]

ok thanks

[carmine hedge]

sir, i tried login in all my email and not works

[spring grotto]

Hm...okay. Sounds like it might've not been bound properly (or to a different social media option). Unfortunately since we don't have your UID, you'll have to contact customer support via email so that they can check it on the backend 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 bot message in case you need it. And as well, be sure to include as much account information that you can

[carmine hedge]

okay sir, thanks for helping

[wicked tapir]

ok

nvm

i figured out that i was login in the wrong server

so i solved the problem

[tawdry arrow]

Um is the server lagging?

[spring grotto]

Doesn't seem so. Works fine for me currently and plus there would be a lot more people talking about it if it was server side. So first, try restarting your device and possibly your network to see if that fixes it.

[echo fog]

I can't seem to login. Stucked at Checkkng for updates

[tawdry arrow]

Same for me.... i use vpn and can enter but slow abit

[echo fog]

Let me try

[remote drift]

Hmmm what am I supposed to do when there is no progress from the other side on the rally request ?
Its already been a month without any progress

[carmine hedge]

Hello so i broke my phone and i lost this account i did bind it but i forgot it's binded emails

[spring grotto]

So you don't remember the email that was used? If so, you'll need to contact customer support via email so that they can check it for you on the backend.

Either that, or you could check through your social media accounts under apps and permissions to see if you see AL under them

@remote drift You have to get a paired commander and hope that they finish their missions. The event is a joint mission. You both have missions you have to complete to get all the rewards

[carmine hedge]

The problem is i lost my twitter too

[remote drift]

I know that's how its described in the info but why is there no fix button for inactive commanders
This is so broken

What am I supposed to do ?

[spring grotto]

@carmine hedge Hm...I'd suggest just emailing then if you're not sure what email you're bound to and if you don't have your UID to double check which bind option you used
@remote drift Unfortunately there isn't much to do, sorry to say

[remote drift]

What that's bullshit
Ugh how poorly programmed

I guess I have to make an alt or what

[spring grotto]

I believe that would work except if you're an active commander looking for a returnee. As a new alt won't be considered a returnee right of the bat

[carmine hedge]

Emailing?

[spring grotto]

Yes, sending an email to customer support so that they can check your bind options and/or email that you used on the backend and give you that information

[remote drift]

....

[carmine hedge]

Where can i find customer support?

[remote drift]

Sucks to be a completionist and not being able to get the event rewards

[spring grotto]

@carmine hedge the email is [e-mail]. Please be sure to include as much of your account information that you're able to (such as in game name, server)

[carmine hedge]

And ships i have will work too?

[spring grotto]

I wouldn't overwhelm the email too much. So perhaps just your secretary or your first oathed. Something simple like that.

[remote drift]

so how do i fix this problem then ???

this is infuriating

[carmine hedge]

Okay i will do that thank you!

[spring grotto]

@remote drift There is nothing if you're looking for a returnee. Hope that a returnee player picks up your UID and completes their mission

[remote drift]

wow

i just hope there will be any compensation for the technical failure of this event

[echo heath]

Well, there's no technical fault. It works correctly and as intended. Also, #game-feedback has already heard plenty of complaints about it, so I'm sure the devs have seen feedback about it.

[remote drift]

it works correctly when u dont consider the flaws of how it works

[echo heath]

Disliking the design of said thing doesn't mean it doesn't function correctly.

[remote drift]

as if that has something to do with disliking it
liking and disliking something is on a completely different substantial lvl lol

[carmine hedge]

Is this good enough?

[wild vapor]

they finally reply to me

they asked for some information but they didn't tell me if my problem solved yet

[spring grotto]

@carmine hedge Yeah, that seems good enough although it might be best to delete that screenshot as it has some specific account information that could be used

[carmine hedge]

Okay

[spring grotto]

@wild vapor Well if they asked for some information, they're probably still in the process of getting it fixed for you. That is, as long as you sent all the information that they requested

[cerulean egret]

hey how can i recover my account

[echo heath]

Did you bind your account?

[cerulean egret]

no...

[echo heath]

How have you lost your account?

[cerulean egret]

i accidently uninstalled

[echo heath]

You'll have to e-mail customer support then with any identifying information about the account (UID, User Name, Server, Level, 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.

[echo heath]

Expected response time is between 8-13 business days

[cerulean egret]

whats the email to customer support?

and do ships and skins count as information?

[echo heath]

It's in the message above

[cerulean egret]

okay

[echo heath]

Couldn't hurt, just give them all you remember

[cerulean egret]

thanks

[obsidian willow]

Is there any way my game could be bugged so that I can't build a certain ship? Ive done the event build about 200 times now and I have gotten about 20 Kuroshio and 7 Mikasa but 0 Oyashio, a 5% rate up ship. Is this just rng being weird or could there be a bug specifically in my account or device? Sorry if Im posting in the wrong place but I am really confused about this.

[echo heath]

No, it's RNG

[obsidian willow]

Alright.......

Ive just never had something like this happen before lol

[echo heath]

Technically speaking, you could have a 99% chance of something and try 100 times and still fail. Just how random works.

[obsidian willow]

Yeah I suppose. Thank you then

[carmine hedge]

Is she suppose to make this face?

[jaunty void]

yus

[novel thistle]

i have a problem, i bought two packs of 60 gems, my balance of my google play wallet changed, but i didn't get my gems yet

what should i do ?

[sinful yoke]

contact customer support and make sure to include your uid, username, server, or file a refund first as cs will take some time to reply

/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.

[grizzled monolith]

hello, I think my account is bugged, i cant get the last quest for the third flag for the mikasa event but i have the quest that combines all three flags.

i tried tapping on mikasa in the academy screen like the wiki said but I can't get the event, its been like this for 3 days i think

[sinful yoke]

you do not have the hardmode quest but have the collect 3 flags quest, so you have 2/3 flags atm yes?

[grizzled monolith]

that's correct

i have been doing hardmode quest the past few days too :3

[sinful yoke]

did you accept the flag piece that was given via mail?

[grizzled monolith]

I see it lol xD

sry bout that

[sinful yoke]

got it all figured it out now?

[grizzled monolith]

yep all good now 😄

[sinful yoke]

no problem, but for next time make sure not to mass ping for technical issues

[grizzled monolith]

oh yes, my apologies on that behalf

🙏

[lyric shard]

Hello, a friend of mine is having some trouble with the secondary password feature (he doesn't know much English so I'm speaking on his behalf). Apparently he managed to enter a letter password but he can't input it again because its a numeric dial.

I don't know how this feature works because I don't use it, so if anybody can help us it would be much appreciated

[sinful yoke]

secondary pass has always been numerical so its likely he might be remembering it wrong

[lyric shard]

Is there any way to change or recover it?

[tawdry wolf]

I just loaded up but my gems don’t show up. Additionally, it says the payment is pending

I’m wondering if I did anything wrong

[sinful yoke]

@lyric shard yes, contact customer support and tell them the your username, uid, and server along with your issue

@tawdry wolf unfortunately you have experienced a bug, you'll have to contact customer support to get the gems or file a refund and try a repurchase, but I cant gurantee it will work again

/techsupport

[pale pagoda]

Z23 Sensei

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

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

[sinful yoke]

their email is above

[tawdry wolf]

Alright, thank you!

[carmine hedge]

i bought 600 gems pack but didnt receive them yet,any help ?

[sinful yoke]

@carmine hedge contact customer support and make sure to include your uid, username, and server
or file a refund and attempt to repurchase

/techsupport

[pale pagoda]

Z23 Sensei

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

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

[carmine hedge]

Well, I still didnt got the email.

[runic dust]

Um i need help

[sly saffron]

Is it just me or has the game been crashing a lot lately?

[frigid mirage]

I think that is because your setting
Is that occured suddenly

[sly saffron]

My settings have been the same for the past year

But from the last 2 days, it randomly crashes

[crystal dragon]

anyone know how to fix the "hash file check failed" error?
tried reinstalling but it doesnt work

[gusty tide]

So i got a new phone and transferred my data from the old one via wifi.

I didn't link my account before, so i lost my account and i can't get it back.

Is there a possibility to Recover my account?

[echo heath]

/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.

[echo heath]

You have to e-mail customer service with as much identifying information as you can remember (things like UID, User Name, Server, Level, etc)

@crystal dragon Hash file check is generally from corrupted / problematic installation. Try re-installing again and make sure that you don't interrupt the process. You could also try using a different connection to re-install. Make sure your connection is stable as well.

[carmine hedge]

Hello so i got this

[spring grotto]

It's just a automated bot response. As long as you included all information in the initial email, you're good to wait for the actual response

[carmine hedge]

But what if i incidently typed my level wrong?

[spring grotto]

You can reply to it w/ your correct level then. But be sure to send a reply to it and not create a whole new email

[carmine hedge]

Can you give me an example please?

[spring grotto]

An example? You just click on "Reply" and say something like "Correction of account information from previous email: Account information"

something like that

[carmine hedge]

ok thank you!

[spring grotto]

No problem at all

[carmine hedge]

How long it will take to reply i'm worried i will miss event

[spring grotto]

Sorry to say but the estimated response time is anywhere between 8-12 business days currently (so weekends not included)

[somber herald]

Hello, i accidently created new account with my email. I wanted to bind email to my current acc. Can you unbind email or delete new acc so i could bind it to my current acc. I was answering this question in-game sup and email. But after 1 week no response there.

[spring grotto]

It is possible, but customer support will have to do it on the backend. And they have to be reached via email. They do currently have a backlog so the estimated response time is upwards of 8-12 business days (weekends not included)

[somber herald]

Ah...

Tbh is this correct yostar email - [e-mail]?

[carmine hedge]

It's sad.

[spring grotto]

That is the correct email, yepp

[somber herald]

I wrote them 1 week ago i didnt know it is taking so long to solve problems ;/

[carmine hedge]

I hate myself for breaking my phone now i can't get the monnlight cruise skin

[tawdry wolf]

After asking here yesterday I sent a mail asking for a refund and it says the payment is no longer pending for Azur Lane. However, I haven’t recieved my gems or the money I spent

Is there a certain amount of time that I have to wait for the refund?

[snow snow]

You sent the email to the customer support email?

[tawdry wolf]

Yes

[snow snow]

There's a multiple-day period that's needed to receive a response from CS, so they likely have not gotten to it yet. Typically it's 3-5 business days, but I don't know if they have a large backlog to get through at present.

[tawdry wolf]

Oh I see, I assumed they’d already read it since my issue was the payment said was pending when i tried to purchase, but got no gems

And it just got its pending status removed

I’ll be waiting then, thank you!

[sinful yoke]

it is 8-13 business days atm

[half wave]

So, how long does it usually take to get a response from support team? They should respond even if they can't help with my issue, shouldn't they? It has already been 20 days since I sent a letter. ||maybe I don't need to worry yet? ||

[spring grotto]

The response time is estimated to be around 8-12 business days (weekends not included)

[wind patio]

[sinful yoke]

staff dont give back scrapped items because there is a confirmation screen
but due to it being one of a kind, I believe they will be lenient for now so you can try contacting support and explaining that you didnt know it was special

so their contact info is going to be below

/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]

and please include your uid, username, server, and maybe include a screenshot of surcouf so they know you arent lying (even though they can check logs)

[wind patio]

ah, great. i'll give that a shot. i'm glad they'd even consider it, since i know there's a confirmation screen. thanks for your assistance

[sinful yoke]

[carmine hedge]

Hewwo kawaa and toast 🍞

[tame pasture]

Hi can someone help me with deleting my account and unbinding it?

sent an email asking to unbind/delete my account and got a response to elaborate on my inquiry

[spring grotto]

Well you can't delete accounts. They will always be in the account database. To get it unbound though, you can do it through the settings menu in game. But the last bind will need to be manually removed by customer support

[tame pasture]

not sure what is the proper way to phrase it

I don't see an option to do so in settings under account

[spring grotto]

What did you have it bound to? FB, Twitter, or Yostar?

[tame pasture]

yostar

[spring grotto]

Ah, gotcha. Yeah, Yostar accounts can't be bound by normal users. Only customer support can.

[tame pasture]

ok

[spring grotto]

So since you already sent in an email, you're good to wait for them to fix it. The response you got is just an automated bot response. As long as you sent in all your information in the initial email, you're good to wait for their actual response

[tame pasture]

should I send another ticket? I thought I was pretty detailed in my original and they asked me to elaborate, gave every info I could UID, server, username, even fleet power etc

ok got it

thanks for the help strudel

[spring grotto]

No problem