tech-support

[next timber]

i can lock character but i cant unlock...

[sinful yoke]

you mean your 2 factor password?

[next timber]

yes

[sinful yoke]

contact customer support with your uid, username, server, and what you can remember of your passcode
their email is [e-mail]

[half wave]

Greetings
I've got this reply after contacting support with a request to recover my lost account
So, what do I have to do now? Send another email with the same request?

[misty crow]

Yes

[half wave]

If my request seems somehow unclear to support, they'll ask for clarification, right? Not just ignore it?

[misty crow]

Yes

[lost walrus]

the game hanging when you press dock occasionally happening to anyone else?

[dapper bone]

man everytime i login i cant see any yostar staff online damn it

[carmine hedge]

I have had an issue where I cannot put ships in my dorm room. I have a fully stocked snaccs but I can’t put ships in

[misty crow]

that normally happens when the game isn't synced with the server

@dapper bone i mean
it's 11.50pm for them right now

[dapper bone]

;-;

[misty crow]

@vast furnace that should be for #discord-feedback really

[amber vine]

Hey, I lost my account a couple hours ago and I've been trying to get it back, I tried moving some of the azur lane files to free up storage space but then I couldn't play it at all, I tried switching it back to its original storage but nothing worked, so I tried uninstalling and reinstalling it but then I couldn't log in and I tried everything and idk what to do. I just want my account back

[misty crow]

did you bind your account?

@amber vine

[amber vine]

Idk really, I thought I did but that was a year ago so idk

[misty crow]

Do your have your UID

[amber vine]

Uh lemme see

[amber vine]

Ok, I found it @misty crow

What do I do now?

[spring grotto]

@amber vine you can post it here or send it via DM so we can check the bind on it

[slow coyote]

help

[vital crystal]

Hello, is there any way to recover an unbinded account ?

[slow coyote]

what do i do

[sinful yoke]

do you have the facebook app installed?

@vital crystal you are positive the account was never bound in the past?

[vital crystal]

yes i am, i played 1 week on it at the end of hololive event and forgot to bound it

and my emulator had a launching bug so i had to reinstall

[sinful yoke]

gotcha, do you know your uid, username, or server?

[vital crystal]

yes

[sinful yoke]

cool! email customer support at [e-mail] and ask for account recovery
make sure to include all those details about your account and they will start you on recovery

[vital crystal]

well, i did that but i got an answer from a bot and that was all

[slow coyote]

@sinful yoke no

im using NOX

[sinful yoke]

@vital crystal wait for a response then, CS will get to you shortly

@slow coyote nox may have facebook lite preinstalled

[slow coyote]

what do i do then?

[sinful yoke]

uninstalling it may help

[slow coyote]

hmm ok

ye ur right

[vital crystal]

this was my answer to my first email, and then when i replayed with details i recived the same answer

what should i do from this point ?

send another separate email with the details ?

[sinful yoke]

it is a bot message, you can just wait for a human response

[vital crystal]

okay, thank you

[carmine hedge]

I have had an issue where I cannot put ships in my dorm room. I have a fully stocked snaccs but I can’t put ships in

[sinful yoke]

what happens when you attempt to?

[sinful yoke]

have you tried restarting the app yet?

[amber vine]

@spring grotto should I send it to you?

[sinful yoke]

you can send it to him, ender, or myself

[amber vine]

Ok I'll send it to you @sinful yoke

[near nova]

If my azur lane account was only connected to my twitter and i deleted said Twitter is there any way i can get back into that account?

[spring grotto]

@near nova you can though you'll need to contact customer support via email with your account information and let them know that your Twitter is deleted

/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 the bot message in case you need it

[near nova]

Yeah just needa get my account info

[near nova]

@spring grotto do i need uid?

My friend can't find it on my account

Only this much

[spring grotto]

It's not required but requested if possible.

[near nova]

Alright

[sinful yoke]

memu is one thats recommended, but nox and bluestacks are confirmed safe for azur lane

[misty crow]

@mystic anvil it's mumu btw not memu

Memu has its own issues

Bluestacks is fine tho

BS is typically advised for beefier PCs

If it's not say beefy Mumu

Latest versions

[rough compass]

hi is there anyways to unbind yostar?

[spring grotto]

@rough compass For unbinding, you'll need to contact customer support via email at [e-mail] w/ your account information and that you need help getting it unbound. They'll need to manually get it for you

[rough compass]

aight thanks

[sand ridge]

Hi, I lost my account because I was stupid and didn't bind it. I emailed [e-mail] with as much information as I could remember, and got a reply saying "You have reached the customer support center for Azur Lane EN. How may we help you? Please elaborate on your inquiry." Should I reply back with the the information again? It also says "do not to reply bellow this line" so I'm kind of confused

[spring grotto]

It's just an automated bot message. You don't need to reply to it if you already provided all your information

[sand ridge]

alright, thank you for the clarification!

[thin coral]

Right so I responded to that kind of email (as mentioned above) and got what might have seemed like a Human reply or something? However it came at like 1:38 A.M. and I haven't gotten anything in response since. I'm not really sure what's going on and am really anxious. Do they only respond around that time or what?

[spring grotto]

They only respond while they're in office and they're based in China so they work on China's timezone (for example, they're just now coming into the office for the workday)

[thin coral]

Okay. So the English ones are also in China? That would make more sense. I have sent as much info as I can muster. Should I just wait?

[spring grotto]

Correct. You just need to wait for further response from them

[thin coral]

Awesome. Thank you. A lot.

[sacred moth]

I havent been able to start my game since yesterday

I tried multiple wifi networks and 4g

Restarted phone and app multiple times

Had the problem since after reset

[echo heath]

You need to reinstall the game, it's very out of date

Or at the very least try pulling the update from the app store

[sacred moth]

Weird that it's out of date

Since I could just play before reset yesterday

Welp rip login streak

[sinful yoke]

its a corrupted file

[trim jetty]

Still waiting for a fix for my ark aff

[glass parcel]

How to fix this problem?

Tried restarting game reinstalling and everything but still can't bind

[carmine hedge]

Greetings. I already asked if it is possible to remove that grey sidebars. It was told me that it isn't. I don't mind it doesn't affect gameplay but I'm scared that static bars could burn in my OLED display if I will play too much. Is it possible that it can happen or I shouldn't worry about it?

[coral summit]

Am I able to use a phone VPN while in china to play azur lane EN?

[spring grotto]

@carmine hedge I believe it's technically possible but it would require long, repeated game sessions to actually be a worry
@coral summit You should be able to, yeah. Just set it to somewhere like the US

[coral summit]

Ty. Def need a VPN. Not going a month without this game

[carmine hedge]

Thank you ^^

[sour fox]

How to prevent azur lane from autofullscreening over my notch it never did this before...

[echo heath]

@sour fox you can't, devs are aware of notch issues though

[sour fox]

@echo heathoh feelsbad thanks for the info

[stiff dagger]

Good evening. Are there any informations about the API: 200250 Bug so you can't bye gem? (there isn't nox involved) EN App, in Europe

[ocean crow]

Good evening. I am trying to get into Azur Lane again after some time and found out that I didn't bind my account. I would like to know if it is possible to recover the account. I know the username, Commanderlevel and Server I played on and I am currently creating a new account, which is going to be bound to yostar.

[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]

contact customer support at the e-mail above and tell them you need help recovering you account

provide all the info you remember about it

[ocean crow]

thank you very much ^^

[carmine hedge]

New update on my phone (note 10+) borked game :(

It loads to 100% then just sticks there

On the startup splash screen

[sinful yoke]

is your account bound?

[buoyant mountain]

Hi all!
I'm waiting request [e-mail] mail from Nov 19, i only recive an automatic email each time i send a message. That tech support is so hightly bussy? I can't enter on my account all this time.

[carmine hedge]

@sinful yoke yes to twitter

[spare vapor]

Is it possible to unbind everything from an account? In my case the account only has Twitter bound as it somehow got bounded to a new account and I want to use that for my main account.

[echo heath]

You have to contact support to unbind a last bind

/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.

[spare vapor]

should I contact them through the new account or my main account?

will be using the in-game or email is better?

[echo heath]

huh?

it doesn't matter what e-mail you mail them from

it's just your means of contacting them

[spare vapor]

well eitherway i have to go through tutorial to get the info, thanks anyway!

[sinful yoke]

restart app

@carmine hedge you will need to reinstall

[paper swift]

@sinful yoke thx, but what is the cause fir bugs like this one. It appears quaiet often.

[sinful yoke]

its a desync so its generally caused by connection

[paper swift]

Oh. Thx

[carmine hedge]

hello kaawaa

[tardy gazelle]

Good evening! I switched phones today, and I made sure before I got rid of my other phone that my Azur lane account was synced to Facebook. When I opened up the app on my new phone on the title screen I hit the Facebook icon before logging in and followed the prompt. When I reopened the game though it is still acting like my account isn’t there and I’ve never played before. 😭😭

[spring grotto]

Did you log into the correct server? Your account will stay on the server that it was created on (such as Sandy, Washington, etc). So if you haven't tried yet, please do try logging into all of them. And also, don't pay attention to the character icon on the server selection screen as that wont' show up till you fully log into the server

[tardy gazelle]

I did change the servers

[spring grotto]

And you tried logging into all of them?

[tardy gazelle]

No my account was on Washington why would i log into others lol

[spring grotto]

If you're sure it was on that server, did you use the correct FB account in case you have multiple ones?

[tardy gazelle]

I only have one account

[spring grotto]

Sounds like it might've not been bound correctly then (or perhaps bound to Twitter or Yostar). Do you have your UID from the account? It's a long string of numbers that would've been found in your profile in game

[tardy gazelle]

Very doubtful my boyfriend also plays would he be able to see it via being my friend in game. I never wrote it down never thought this would be an issue 😦

[spring grotto]

It would not be possible, sorry to say. You have to be logged into the account to see it. But if you logged into your FB on the title screen and the server that you're sure you played on doesn't have your account, please email customer support w/ your account information (such as in game name, server, commander lvl if possible) and they'll look into it for you. The email as well is [e-mail]

[tardy gazelle]

I tried the email and all I got was an automatic reply saying please elaborate on the issue lol

I then responded and didn’t hear back :/

[spring grotto]

Support can take a bit of time to respond. And they only respond when they're in office and they just came into the office a couple of hours ago (they're based in China)

[tardy gazelle]

Yeah that’s what I figured. I’m just really heartbroken and anxious over the possibility of starting over if they can’t fix it. Thanks for trying to help though

[spring grotto]

No problem. Worse case scenario, they'll help you w/ recovering it so no worries

[proven oak]

My game keeps crashing at random moments(in battle and at home base). No idea why.

[buoyant mountain]

Im waitimg from Nov 19 with no request :(

I lost a lot of events since i changed the cellphone -_-

I have the same @tardy gazelle issue

And the same server indeed

[toxic minnow]

Is there anyway I can use my jp currency on en server? I have JPY1500 on my google account but I can't use it on the en server

[misty crow]

No

If you want to use JP currency well, do it on JP server

[jagged wraith]

There's a loud static in why wireless headphones whenever no Audio is playing

[rare hemlock]

I lost my account because of a reset of my phone or you have to go to post the information to recover his account please?

I was told to put the information here so here they are and if I have to have screen that I had taken when I play from time to time with my old account if it is to serve. I lost my azur lane account because of the reset of my phone. My old account called "stormuke" I do not remember my level I just know it was above 30 but I know that in my fleet 1 I had the hood , vestal, illustrious, javelin, Exeter and the last I can not remember his name but it's the super rare of the last event I had start with javelin, I am married with javelin, hood, takao and illustrious, I am love is vestal and Exeter. My new account calls "stormuke2" the UID:204320574 the account is level 3.
I tank you in advance and await your response very soon, all my cordial greetings.

[tardy gazelle]

I got my account back so freaking happy right now 🙂

[brave pendant]

i uninstalled the game and now i cant play it what do i do

[tardy gazelle]

You mean you uninstalled then reinstalled and it’s making you start over?

[brave pendant]

no i just uninstalled it

[tardy gazelle]

Oh so you’re just being a troll cook

Cool*

[brave pendant]

no im dead serious

i actually need help

[tardy gazelle]

Reinstall it?

[brave pendant]

ah yeah good idea

brb

[tardy gazelle]

🤔

[brave pendant]

uhh

how do i reinstall the game

[tardy gazelle]

.....

[brave pendant]

nvm

its installing now

thanks for the help

you owe me a dollar though

[rare hemlock]

@brave pendant It took you how long it took to get your account back

[rare hemlock]

can someone help me please?

[spring grotto]

@rare hemlock You will either need send your account information to support via email at [e-mail] w/ your old account's information and that you need help recovering it

[rare hemlock]

Thank you

[compact spindle]

I just got a new phone after a sailing accident and I was wondering if there is a way to log back in

[spring grotto]

Did you have your account bound to FB, Twitter, or Yostar?

[pure finch]

Is this the way it should be?

[gleaming swan]

Hello, I am experiencing some difficulties with launching azur lane. I can't get past black screen and periodically receive "Unfortunately, Azur Lane has stopped" message. Tried reinstalling several times from different sources, yet it never succeeded in loading the game. (Maybe there is some problem with my device... there shouldn't be any problems with Acer Iconia tab a1 840, right?)

[candid magnet]

I have a question, with the upcoming World 13 in the future updates, what Android emulator is recomended to play the game? I've tried Nox and LDPlayer and they seem to lag with clashes between planes in PVP. I play the JP server and know there are a LOT of planes in the whole world 13 .

I understand it is related to the support the EN devs took out of the architecture of some Android devices because of Google Play decisions a few months ago, but, since I play the JP too and the game runs smoothly there (prolly because the support to that old architecture still runs in that version of the game or play store i don't know tbh), I am guessing there has to be an emulator capable of running Azur Lane EN smoothly?

I will add my PC specs below:

Laptop ASUS Vivobook Pro 17
Processor: Intel Core i7-8550U CPU @1.80GHz, 1992 Mhz,k 4 Cores, 8 Logical Processors
Installed Physical Memory: (RAM) 16GB DDR4
Graphic card: Nvidia GeForce GTX 1050 4GB

Thank you for your time in advance and again, World 13 in JP server runs like butter with all the swarm of planes on screen.
As a side note, i have tried both Nox Android 5 and 7 with same results (7 with less crashing though)

[pure finch]

i use MuMu Player

its running very flawless ^^ @candid magnet

[candid magnet]

thanks, i will give it a try @pure finch

[pure finch]

^^

[spring grotto]

@pure finch yepp, as far as we know
@gleaming swan how much RAM does your device have?

[pure finch]

cos it looks, sqished...?

[gleaming swan]

It has 2gb RAM

[rigid perch]

why i can't log in into my account when i changing server?

[sour ingot]

How do I fix the freezing and crashing on my cellphone?
@ me if anyone has any answers, thank you

[spring grotto]

@pure finch they might've not designed it. But that's how it ended up. You can report it to Belfast Bot if you'd like if you feel it's a bug

!bugreport

[fair shell]

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

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

[spring grotto]

@gleaming swan hm...can you try clearing the games cache as well as a file repair from the main title screen?
@rigid perch every server will hold a different account.
@sour ingot what kind of device do you have? And have you tried restarting your device, clearing the game cache, a file repair, reinstalling

[rigid perch]

oh I see

[gleaming swan]

Clearing cache didnt help, as well as reinstalling

Restarting device also did nothing

Where can I access file repair?

[sour ingot]

@spring grotto I have Motorola E4, Android Version 7.1.1.
Can you give me instructions on how to clear my cache, I don't want to mess anything up, thank you 🌻

[spring grotto]

@gleaming swan it can be found in the settings menu in game OR from the title screen. Its thr cog wheel at the top right. Those are the only place to access it
@sour ingot ah, a Motorola? That's most likely the issue. Motorola devices dont like to run thr game all too well at times when they're not updated to Andriod 8 or higher. So that is most likely the issue. But if you do wanna try to clear the cache, you can do so from your phone's settings, going into storage, finding the app, and you should see an option for the cache

[sour ingot]

@spring grotto a okay, I'll see what I can do with the cache and anything else, thank you for providing me with answers.

[gleaming swan]

The problem is that the game doesnt launch

Like at all

Upon clicking the launch icon, I only see the black screen

And nothing changes

[spring grotto]

Hm...perhaps try using a different network connection to see if that happens to solve it. Though if it doesnt, you could try downloading it from a third party app such as QooApp and APKPure

[gleaming swan]

Okay then, apkpure and google play versions give the same result

Gonna try using mobile internet

Sadly, changing network didnt help

Is there a requirement for a specific android version?

[carmine hedge]

How many gigabytes does your game weigh?

[gleaming swan]

1.44

[gleaming swan]

So, is there any system requirement? Like android OS 4.4 or higher?

Or maybe the game doesn't support intel-based devices?

[spring grotto]

Well it definitely requires some Andriod updates. I'd imagine 6-7 just to play it safe (but that's just a guess). But if none of the other options helped, it definitely does seem like a device issue but unfortunately I'm unsure of what's actually causing said issue. I'm sorry

[gleaming swan]

I appreciate your help, I can at least be assured that this isn't a common issue

Gonna go set up the game on pc then

[jagged crown]

yo, when i switched emulators on azur lane, my z46 has no voice now, is that somehow a bug? yes i reinstalled azur lane on a new emulator due to technical reason, and yes z46 had a voice before this happened

wondering wat happened

and yes, i have voices turned up all the way

[echo heath]

download the voice pack

[jagged crown]

i did

still no voice

[echo heath]

All you have to do after an install is download the voice pack and restart the app.

If you're having issues after that it's on your end. Your emulator is having audio issues, your volume isn't up, the emulator volume is up, something

[jagged crown]

i see, i'll consider that

ah it works, thanks for the help

[echo heath]

try changing your internet connection to wi-fi or restart your router or vpn

[glossy moth]

Probably a case for Support, but I haven't gotten a reply from the support email since I emailed them back on Dec 11th about trying to recover my account. I found a post on the website about what info to send (i.e. old account info, and to go through the tutorial and bind to facebook/twitter and send the new account info. Also provided a screenshot of my last purchase for the account just for extra proof of ownership.) And aside from the automated response, no one has replied. Not even a message saying that they'll look into it..

Conversation ID: #19004
For reference if needed.

[echo heath]

response time is estimated at 6-13 business days

[glossy moth]

Sweet jesus, why is it so long ..?

[echo heath]

¯_(ツ)_/¯

if you don't get an answer after that, you can send follow up e-mails

but #tech-support peeps have said spamming can slow down your response time ... somehow so ...

[glossy moth]

Guess all I can do is wait .. only good thing that I know of is that my account still exists which is a good thing

[carmine hedge]

Quick question. Has anyone just had whole ships disappear from their dock randomly??

I put one of my ships on commission cause I finally have a level 100+ ship and after I got the commission rewards she just... Disappeared???

[echo heath]

Nope

if you're looking for her in your dock, make sure you have no filter on

[carmine hedge]

I don't which is what I'm confused bout

I restarted the game and after that found her. Must've been a glitch

[summer halo]

Guys, the game tells me to update but there's no update on qooap, what now?

[spring grotto]

QooApp most likely doesnt have the update yet. Probably will take more time. And just keep refreshing and checking it to see if they get it

[summer halo]

@spring grotto thx fam, I was about to reinstall the game....

[dry sequoia]

Will it be a QA download update???

[soft stirrup]

Will the game be available in Latin American countries' Play Store only after the update? Can't see it on the Brazilian one yet :x

[sonic oracle]

Any way to fix the hash file check thing?

I reinstalled but it still exists

[snow sluice]

So this comes up when I open the game, and pressing confirm takes me back to it. I’ve tried reinstalling but nothing changed. Any help?

Oh lol

[sonic oracle]

YUP

ME TOO

!!

[snow sluice]

Rip i hope this gets resolved soon

[sinful yoke]

we’re in maintenance right now...

[sonic oracle]

Ah so after maintenance that problem should go away?

[snow sluice]

Okie dokie

[sinful yoke]

please keep in touch with in game notices and our twitter for updates like this, do not attempt to login during maint

[snow sluice]

Thanks for the heads up

[sonic oracle]

Thank you

[carmine hedge]

Why is this happening?

[misty crow]

Does it still persist after restarting? @carmine hedge

[bleak plover]

Hey guys are we having Fredrick today in the events?

[misty crow]

She's not in the event lol

She's a research ship lmao

[loud glen]

hi guys any good emulator for AL?

[misty crow]

I would suggest mumu, Bluestacks if your com is beefy

[loud glen]

i want a lightweight and doesn't have bloatware and stuff

ill check mumu

[carmine hedge]

Yes @misty crow

Tried restarting several times now

It is still the same

[bleak plover]

@misty crow no she is not

[misty crow]

Friedrich de grobbe is a PR2 ship, please go to #gameplay-help if you still can't find her @bleak plover

[bleak plover]

Yes I saw it

But how can I get her?

[misty crow]

Have you done any PRs before?

If yes, it's exactly the same

If no, please proceed to #gameplay-help

They'll guide you there

@bleak plover

[bleak plover]

No I haven't

[misty crow]

Yes, so please go to #gameplay-help

Since that's a gameplay question

Not a technical issue

[bleak plover]

Yes I did

[misty crow]

You need to be top 1k to promote, check #622745106751029248 @carmine hedge

Seasonal (score): 1181

Current Rank: 6457

Top 1000 rank

That's your seasonal score

Not rank

Your rank is 6457

You need to hit 1000 to promote

[carmine hedge]

not translated?

[spring grotto]

It's a known issue. And #bug-reports for such issues please

[carmine hedge]

Oh ryt mb

[fast pumice]

Gascogne should have only 1M xp is it a bug ?

[spring grotto]

It's a know bug #known-bugs and as well, bugs should be placed in #bug-reports just for future reference

[fast pumice]

Thanks and sorry

[spring grotto]

No problem at all

[silver stratus]

can't connect at all, what happened?

[hard totem]

@silver stratus Restart internet firstly

To make sure it’s not a problem on your side

[topaz sable]

Seems kitakaze also has untranslated

[rain pendant]

Upon entering the game throws into training. What need to restore my account

[misty crow]

@topaz sable known

@rain pendant did you select the wrong server

[rain pendant]

nope

I forget to link my account with twitter/facebook/yostar

[misty crow]

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[misty crow]

Please contact them

[rain pendant]

thx

[somber hatch]

Hi, i purchased the christmas lucky bag but did not recieve item

[spring grotto]

Did you restart the game and check your in game mail?

[somber hatch]

Restarted but still not received

[spring grotto]

And it's not in your in game mailbox?

[somber hatch]

Not in game mailbox

Need to send email?

[spring grotto]

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[spring grotto]

please use one of the contact methods in the bot message. And as well, please do include your account information and the purchase receipt

[somber hatch]

Thx

[glacial gyro]

Hello, we will be able to migrate to the new latin servers?

[spring grotto]

It'll still the same servers and game. It just means that you'll be able to download it officially from the app store/play store

[glacial gyro]

The store will change currency?

[spring grotto]

Ideally it should officially accept it at that point as far as I know, yes. But unfortunately I personally can't say for 100% certainty

[glacial gyro]

Ok, thanks

[ashen zephyr]

Hi, recently reinstalled the game. Previously binded account with Yostar, but when trying to log in it gives me a fresh account. Any help?

[spring grotto]

Did you log in w/ yostar on the title and also made sure to be using the email that you bound the account to?

[ashen zephyr]

yes i logged in with yostar in title screen and correct email

[spring grotto]

Gotcha, wanted to double check that. So if you logged in correctly there, make sure to choose the correct server. Your account stays on the server that it was created on (such as Sandy, Washington, etc). So if you haven't tried, please do try logging into all the servers to see if they hold your account (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)

[ashen zephyr]

Ah it worked, i found the server i was in. Thanks so much!

[spring grotto]

No problem at all

[plain torrent]

I accidentally started the wrong pr2 research

Is there anything support can do or do I just have to wait

[warped storm]

Wait for 24h

[lapis eagle]

I asked this in bugs because idk where it falls

But is the recent PR2 update over a GB in size?

Or are the updates stacking?

[warped storm]

Is this real?

We get the CN version of this?

[spring grotto]

That should've ideally fixed in the recent hotfix. If you haven't already, please fully close your game and download it

[warped storm]

Already did that and I'm waiting for this loading screen again. Thanks for your confirmation

[spring grotto]

[dark raptor]

Yeah I’m having a huge issue purchasing the lucky bag... not sure if the purchase went through either...but I’ve gotten a good variety of errors

Anyone else getting this?

I’ve restarted my game multiple times as well

[fading nebula]

updating very slowly

[feral hornet]

Chinese text

Is this supposed to be in Chinese?

[rose torrent]

this is chinese game

[faint idol]

is it normal for a purchase to be pending and how long does it normally take for the gems to be deposited in your acc

[fading nebula]

10s

[feral hornet]

[fading nebula]

is it normal to update the game 30m ago, still not finish

[sinful yoke]

@feral hornet can you report that?

!bugreport

[fair shell]

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

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

[spring grotto]

@carmine hedge hm...cant say for sure, sorry to say. The filter just being hyper aggressive against things it shouldnt be

[tropic gate]

super long download time anyone?

[carmine hedge]

Hey, sorry new here, but is there any way I can recover my account “DerpyDominon”. Sadly it’s not binded, but it was on the same phone I’m using now.

I accidentally deleted the app when I mistook the maintainence for a bug. Please is there any way to get it back?

[spring grotto]

@tropic gate it seemed fine for me personally
@carmine hedge you'll need to contact customer support

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[carmine hedge]

Oh, thanks

[sullen river]

Azur Lane is available on Latin America for Apple devices?

[misty crow]

It should be

[carmine hedge]

Am I the only getting this ?

Its been going on since yesterday

[echo heath]

change your connection to wi-fi and/or reset your router or try a vpn, alternatively restart a lot

[storm crown]

I've been trying to download the game for a couple of days, but I keep getting the same error when I attempted to download files in app, error [4], anyone know of a fix?

[echo heath]

Are you downloading on wi-fi?

[opaque mesa]

What android emulator supports the new Azur lane client?

[gray shell]

Question. I'm from latin america, and i downloaded the game through an APK, since it wasn't available on the play store at the time. Do i need to re-download it from the play store?

[misty crow]

@opaque mesa I would suggest mumu, Bluestacks if com is beefy enough

@gray shell no need to

[opaque mesa]

Com?

[echo heath]

computer

[gray shell]

Alright, ty

[main apex]

need help. logged out of AL account and didnt know about account binding and so i cant log back in, what do?

can you PM me your response

[misty crow]

/techsupport @main apex

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[vital trench]

Hi hi it has been happening for a while but every time I enter my dorm it crashes and it has been happening for like at least 4 months. I tried data repair but it just says “loading” and crashes again. Is there smth I can do other than reinstalling the entire game

[echo heath]

What kind of phone do you use?

Reinstalling the game could help if you haven't done that before, might have corrupted / broken files.

Just make sure you bind your account before reinstalling

[vital trench]

iPhone 6

I used to play this game on a chromebook but now I switched to phone

[misty crow]

Well

[vital trench]

It is not possible for me to switch back to chromebook again fyi

[misty crow]

While a reinstall should fix it

iphone 6 are known for having issues running AL

[vital trench]

Hmm

[misty crow]

due to their well, age and specs

[vital trench]

My brother runs dis game on a iPhone 5

[echo heath]

iphone 6 is supposed to have 1gb of ram which is under the recommended amount as well

[misty crow]

Known for having =/= will happen

[vital trench]

Mmmk thx for the information

[trim yoke]

Hi! Can we grind for Season 1 and Season 2 PR's at the same time or should we switch to the Season we want in Shipyard menu?

[misty crow]

that'd be a question for #gameplay-help @trim yoke

[trim yoke]

Okay, thank you

[storm crown]

@echo heath yes it's on wi-fi

[echo heath]

make sure it's stable, try restarting your router

if you've bound your account, you could try re-installing all together

[storm crown]

its my first time installing this game

tried to uninstall and reinstall but always the same point

[echo heath]

idk why it would be updating if you're doing a fresh install

well, have you tried restarting your router and re-doing it? My guess would be data interruption during download causing errors

[storm crown]

I will

[sinful yoke]

try a vpn too

[sonic oracle]

Hey my account is binded

But I uninstalled

And reinstalled

How do I relog into my account

[echo heath]

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

Follow steps 4 & 5

[sonic oracle]

Ty!

[carmine hedge]

Hey is there a way to transfer any of my files.to my SD card?

[spring grotto]

You could try just manually moving them all over, but generally on here its recommended against since SD cards dont run the game properly a lot of the time or eventually break to the point of not working. Or that's how it was before

[carmine hedge]

Ok ty!

[small obsidian]

when was ooshio available?

I'm being told she was part of a login last month and now I dont have her and I constantly logged in

this is who I'm supposed to have

[echo heath]

Ooshio was part of Ink-Stained Steel Sakura event

[small obsidian]

my friend got her after the event so I'm confused how they got her

[echo heath]

Your friend is confused about how he got her. She was point exchange or drop.

[small obsidian]

ah

[crisp coral]

I have been trying to email yostar about account recovery but its been over a month since they've stopped emailing me back in the middle of the process, what can i do?

[echo heath]

When did you send the e-mail?

[carmine hedge]

I followed @echo heath steps but on step 3 it says it's already bound to another UID please help and I keep emailing them but it keeps saying you have reach Azur lane .......... so I stop emailing them it's hopeless

[spring grotto]

If you're trying to retrieve your account, you only need to follow steps 4-5. Steps 1-3 are for binding your account originally while you're still logged into it

[carmine hedge]

Oh ok thanks @spring grotto

[spring grotto]

[wooden lark]

Hello im stuck at the loading page

It starts up fine when I restart my phone but I dont want to do it everyime I play

[carmine hedge]

Help, Is there still any way I can retrieve my unbound account?

It’s name was “DerpyDominon” and I have the purchase records

[echo heath]

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[echo heath]

contact customer support at the e-mail above and include any information about the account you remember

let them know that you need help recovering an unbound account

[carmine hedge]

Thanks

[fervent cloud]

Help,
Im stuck in loading screen

[misty crow]

take a screenshot please

[formal lagoon]

Unknown error: -1

Always shows at loading screen when I tap to log in :(

[misty crow]

try using a vpn

[formal lagoon]

Thanks but nvm, I found the problem. There's a 1.4gb update. I turn off auto update when I am just on my mobile network.

[dusky cypress]

Is there a possibility to get exp or reset the exp of lvl 120 ships with 3 million exp ? Right know i cant use them in the new research, which is kinda sad.

[finite breach]

No it is not possible. But you can use them for research. Even though it shows +0 it contributes as much as it would if it wasn't 120 with 3mil EXP. And that seems more like a #gameplay-help question

[cedar veldt]

I bought some gems, but I appear to have been overbilled through Apple iTunes Store. Who can I contact to get this straightened out?

[misty crow]

overbilled as in, you paid for the price of 2?

[cedar veldt]

I bought. 600 gem bundle plus 600 bonus, but I seem to have been billed for two of these bundles.

[misty crow]

Did you get a purchase error or something

[sinful yoke]

there is no error, its just itunes/game messing up

[misty crow]

there's no new banner

the new ships are in research

[rocky patrol]

It said the new units were added

[misty crow]

PR season 2

not an event

[rocky patrol]

Oi

Sh

Im dumb

[crisp coral]

Last time i received an email was november 6th

I’ve tried to reach back out to them through the same email chain and also with a new one but no response at all

[echo heath]

So you followed what they said to do and provided them the information they asked for in a response e-mail to that?

[crisp coral]

Yup

I provided them with 4 receipts too

[spring grotto]

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[spring grotto]

you could contact those two individuals from Yostar staff with your issue but please do keep in mind they wont be in office till Monday

[crisp coral]

Ah okay thank you very much I’ll try that

[candid cave]

I just...Anyone know what an 'invalid paramers to API: error 200250" entails ?Any way I could solve it? I already removed and reinstalled the game to no avail, I can log in but not buy gems.

[fossil stone]

Hey. Just wondering that is there supposed to be cutscenes for the Wakaba skin event?

[calm turtle]

Hello. I cant rejoin my friends guild. I tried searching by name of guild and id and it says guild does not exist.

Nvm my friend cant write properly

[spring grotto]

@candid cave Try logging out and then back into your Google account w/in your phone's settings to see if that solves it
@fossil stone Hm...honestly not too sure. Doesn't seem like it for now at least

[azure scarab]

I logged onto my account today and seems like I've been reset to level 1 with no friends or guild. Any way to fix this?

[spring grotto]

Did you log in to the correct server? Your account stays on the server that it was created on (such as Sandy, Washington, etc)

[azure scarab]

Yeah I was on Washington

I can try the others in case I’m wrong though

[spring grotto]

Sure thing. Just try them all to be sure

[azure scarab]

Ok I tried them all and they're all the same

[spring grotto]

Hm...did you have your account bound to FB, Twitter, or Yostar?

[carmine hedge]

Good day. Is there any way to unbind a facebook account? Theres a Disconnect Facebook button but whenever I try to login on it it just gives off an error

[echo heath]

You have to bind to something else. You can't unbind your only bind.

[carmine hedge]

Oh I see. Thank you for the response!

[azure scarab]

I had it bound to fb I believe

[spring grotto]

Can you try logging into your FB account from the title screen of the game?

[snow crypt]

Hey guys. I just bought a Trade License but I didn't receive it. Is this where I could go about contacting someone about it?

[spring grotto]

You'll need contact support w/ your account information along w/ the purchase receipt

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[spring grotto]

contact options are in the bot message

[echo heath]

Was there any public reason for opening discord dms to tech issues again?

[spring grotto]

Just got more available support members to be able to handle it

[echo heath]

Roger

[carmine hedge]

How long does they recieve emails

[hollow plover]

Pale torps?

Is that something new, or...

[echo heath]

Weapon skins? Not new

[hollow plover]

Not that

the weapon skins are pale in color

[echo heath]

Is the color on the gear new?

[hollow plover]

It's a lighter color than normal

[echo heath]

lol I couldn't say there, don't normally pay attention to the luminosity of torp colors. You sure you didn't adjust your screen / color / game?

[hollow plover]

It's only my torps

Not the enemy ones

[echo heath]

not sure on that one ¯_(ツ)_/¯

[hollow plover]

And specifically

My torps with torp skins on them

[modern sigil]

Pretty sure torp skins are semi-transparent this patch

[vague crag]

this was taken like 3 minutes ago

did someone just build fubuki and didnt finish her for a week or something

[modern sigil]

Could have been in queue I guess

[echo heath]

Yes, you just don't complete the build.

[bleak plover]

Help me pls

I can't buy the new Christmas things

[carmine hedge]

Hi, there's a problem. It turns out you can't hear the voices of the Hololive characters. I download the voices to get him out, but he doesn't come out.

[deep olive]

btw is the story for christmas is starting already?

Christmas party! the newest event

it didn't play at all for me

[frigid ermine]

They still didnt reply to my complaint bout dat 300gems :((

[misty crow]

@carmine hedge I just checked in game, all Hololive characters have their voices

So double check if you've downloaded your voice data

Or do a file repair

Which can be accessed in the audio tab under settings

@bleak plover restarting your device should fix it

@deep olive it's a known bug

@frigid ermine when did you send your email?

[frigid ermine]

Today and last october :((

[misty crow]

Hmm

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[frigid ermine]

I restarted it, nothin happened

[misty crow]

For now you can DM the staff

That's listed above

Just DM one of them

[frigid ermine]

Do i add friend them or not?

[misty crow]

No

[frigid ermine]

Where will i dm dem

[misty crow]

Do you know what DM means

[sly ember]

anyone else having a black screen issue like

when im playing sometimes it randomly shows a black screen and sends me back to the loading screen

[misty crow]

Nope

Please try a file repair

Which can be accessed in setting in the audio tab

[sly ember]

I'll try that, thanks

[deep olive]

@misty crow oh ok, didnt see it in yhe known bug before

Thanks

[bleak plover]

@misty crow OK will try to restart it

@misty crow I tried to restart but it still the same problem

[misty crow]

Hmm

You restarted your device right

Not just the game

[weary hazel]

Game keeps crashing

[misty crow]

Crashing when doing what? @weary hazel

[weary hazel]

Sometimes on just logging then on when logging when notification board pops up then random times during sortie and it’s sometimes not saying asure lane in log in screen

New gen 7 ipad ios13 lots of space and iTunes also makes it crash same with lil YouTube pop up

[misty crow]

Try a file repair

Button for which can be found on the log in screen

[weary hazel]

Ok

[proven thunder]

Yo,

[sinful yoke]

yo!

[proven thunder]

I know this CV, but whatever please in english

[sinful yoke]

its submarine carrier

or is it

[proven thunder]

Oh.

[sinful yoke]

submarine carrier is a green torpedo I think

I dont believe this one is known though, may you report it?

!bugreport

[fair shell]

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

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

[misty crow]

@sinful yoke it's already reported

It's an old bug

Looks like it resurfaced tho

[sinful yoke]

it is? I didnt see it

oh

[misty crow]

This happened with PR1 too

[proven thunder]

Sorry for my incompetence as a player.

[paper swift]

sooo. black screen is common right? any idea what is causing it?

(not complaining)

[lost tide]

I put the research on PR2 and roon still shows up, is this normal ?
http://prntscr.com/qdx3n5

[paper swift]

i quess, i have it this way too

u just get pr2 item drop

[echo heath]

focus is only 2/5 guaranteed

not all of them

[lost tide]

Thank you all

[paper swift]

"btw" what

[misty crow]

Nvm

[fading grove]

Help

*tumbleweed rolling

[fringe hull]

is there any level requirements to have one ship (i.e. a Hood, lvl 70) to get one star higher with another same ship (i.e. another Hood, lvl 23)?
i tried to upgrade the higher level hood with the lower one but it did not show in the selection menu.

[misty crow]

@fading grove i already told you, it's more likely that you accidentally purchased something than it going missing

@fringe hull #gameplay-help for such questions

[opaque mesa]

My game is constantly running in the emulator ... but it is still out of sync, how can that be possible?

[compact relic]

hi how i can fix the mouse crose by bluestack pls? because they are big size als normaly

update i have fixed

[worldly meadow]

Hello, i sent a ticket regarding finding back my account last month, it had been 2 weeks but they didn't reply so i sent another one. Till now it has been a month but still no answer from them, did i do something wrong ?

[woeful ivy]

[on discord] is it a perma image ban assigned on me?

[misty crow]

your image ban specifically states it's 2 weeks

[woeful ivy]

[storm crown]

I have been attempting to try to play this game for several days now, first I download the game from the play store, then I'm told to download another 1,3GB, but barely starting i get this error message, and I can't get past this. does someone know of a fix to this please?

I have attempted to download it on wifi and on mobile internet, restarted phone, uninstall and reinstall

[odd zinc]

I don't hear anything when I made the retrofit
Is this a bug or is it intended?

[spring grotto]

@storm crown try downloading a free VPN to see if that solves the issue
@odd zinc intended. The retrofit line isn't voiced

[storm crown]

I attempted to use my VPN as i already have one i use at times, but enabling it for this didn't change anything in this case, but thanks for the tip.

I get to download just a few files before this error comes up

[spring grotto]

Hm...unfortunately not too sure then. Usually that error comes from a network issue. Or if you have the game on a SD card, that could also be the issue

[storm crown]

no additional SD card in the phone, again thanks though. - how do I access any official tech support, I don't want to give up because of something like this.

[spring grotto]

You could open up log mode on your device (steps to opening are in the pinned youtube video in this channel) and screenshot those logs as well for support

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[spring grotto]

contact info for support

[storm crown]

thanks, appreciate it.

[carmine hedge]

Hello.
I have a problem. I had to reset my phone to factory settings and my account was not linked, help to restore it.

[sinful yoke]

do you know your username, server, or uid?

[carmine hedge]

My nick on account Agrail_Dark or AgrailDark sorry memory not very...

[feral spindle]

Sometimes when I play, the game restart for unknown reasons

[echo heath]

Try logging in to all servers, you probably forgot which one you were on

@feral spindle What device are you using?

[feral spindle]

Android

[echo heath]

what device though

[feral spindle]

Phone

[echo heath]

lol, okay, what specific device model / brand is it? For example, Samsung Galaxy S5

[feral spindle]

Oh Sorry

Honor 7s

[fair sparrow]

@echo heath Ah that worked, thank you!

[feral spindle]

And I forgot to mention it but is never happen before

[echo heath]

Well, you could try doing a file repair on the log-in page, but I've heard that Huawei phones have issues with this game. You're also at the bare minimum for RAM on that phone which can cause issues as well.

[feral spindle]

Hum okay

Thanks

[mellow temple]

I Forgot my Secondary Passcode

[echo heath]

Do what I told you to

[grave sandal]

So I'm going to be going on a cruise in a few days and I'll only be able to hook one device up to the ship's wifi. What do I need to do to set up the game on an emulator so I can play

on my laptop

[true dust]

?techsupporten

[misty crow]

@grave sandal just download an emulator (I recommend mumu, Bluestacks if your laptop is beefy), and install it as you would normally

[tepid shard]

How do I restore progress onto my new phone

[outer herald]

Did you bind your account?

[tepid shard]

Yes on Facebook

[outer herald]

Before you tap to log in use the fb button to log in on the title screen, and then select the server you have your progress on

[tepid shard]

Thanks I didn't realize you had to manually change servers👍

[outer herald]

[deep olive]

so they change the limit break again eh XD

bet some people accidently used their high lv bullins XD

after all i almost did XD

[mild fog]

little help with blue stacks why is the game just black screen when i open it

[sinful yoke]

usually its a connection issue, are you using ethernet or wifi?

[mild fog]

enthernet

well now its stuck on the manjuu and other titles screens

[hidden linden]

try changing ur rendering option

that fixed mine

[mild fog]

i was on the nividia one and im am trying to see if directx would fix i

[hidden linden]

I was using OpenGL and switched to DirectX and it worked

[mild fog]

it looks like it takes forever to load for some reason

[hidden linden]

[mild fog]

its just on black screen now

[hidden linden]

not a bluestacks user

[mild fog]

ooof

are u using mumu?

[hidden linden]

Nox

[sinful yoke]

is your internet usually stable?

[mild fog]

yes

maybe its lagging its saying zero fps?

well its working but its ends up taking 5 mins just to load up

[bright bay]

I had this account but i hadn't linked it and i changed devices is it possible for me to get it back?

[echo heath]

e-mail customer support and let them know you need help recovering you account and that you didn't bind it. Give them any relevant info like the account name, server, etc

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[mild fog]

would switching to nox from bluestacks since bluestacks is lagging alot for me only gettng about 17 fps in the game wit max settings and my cpu being maxed out

why is nax making a file in the wrong file folder

its made a file in my recovery drive

nvm had to uninstall and reinstall in c drive

[hushed dawn]

I just had some transactions that failed to give me gems/items

[spring grotto]

Try restarting your game real quick to see if they show up that way. If they do not, please contact customer support with your account information along w/ the purchase receipt

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[spring grotto]

contact methods for customer support

[hushed dawn]

thanks, yup, no luck on the restart. contact it is

[hushed dawn]

issue resolved, thanks all

[proven oyster]

Sent an email to support but no reply, what am I to do?

[sinful yoke]

when did you send an email

[misty oracle]

kawaii........

is this normal?

i got AI's listed on exercise refresh O_o

[sinful yoke]

does it persist after restart?

[misty oracle]

ya

[sinful yoke]

usually low stuff like that is when the player is brand new to pvp

what rank are you?

[misty oracle]

as in right now after reboot?

[sinful yoke]

yes

[misty oracle]

wait wait so technically if they rank 0

i should get more points right?

XD

[sinful yoke]

well...

[misty oracle]

nah it's okay just gonna waste a refresh

it's back to normal now

but yeah first time i've ever seen that

[proven oyster]

I emailed support today. Got an initial reply and after providing the details no update until now 😫

[molten plover]

I would like to ask why does the post-battle stats take a varying amount of time to show up after battle?

I'm starting to think my phone has issues

(the occasional lag spike is something I accepted, even though I guess the hardware should handle most if not all battles in an effectively 2D game)

also when doing daily exercises, the battles often finish seconds earlier than the timer ticks off, by varying amounts, is this expected behaviour?

[sturdy flare]

Hi, I'm someone new in Azur Lane and I want to start playing the game but I have an issue with the game. When I try to do a mission the game instantly restarts and I can't play any mission or the game just keeps loading the mission forever. And I can't do anything to solve it. Sometimes I can't pass from the initial screen. Has anything similar happened to anyone? Or does anyone know how to fix it?

[echo heath]

Could be your phone isn't up to par for the game. Try to make sure you have at least 2gb of Ram on the phone. If you experience loading issues, it's often your connection. Changing to WiFi or a more stable connection can help.

[sturdy flare]

I see, so the problem is my phone. Thank you

[true dust]

So I've been trying to buy gems in the shop but everytime I verify the transaction I get the message "This transaction cannot be completed" and also a fatal error during operation api 200620, google pay also says the payment was declined. Any idea why this is happening?

[solar blaze]

I have my account linked to twitter, but when I reinstalled the game it started me off with a brand new account on every server

[formal spire]

Is it possible to have 2 accounts on 2 different servers using the same email or twitter?

[spring grotto]

@solar blaze did you log into Twitter on the title screen of the game? And be sure to use the correct Twitter account in case you have multiple ones
@formal spire you can have two independent saves pretty much on two different servers. And as long as both of those saves are on the same installation, binding on one of those will bind both

[solar blaze]

@spring grotto yes I logged in at the title screen and used the correct twitter accoutn

[spring grotto]

@solar blaze and you tried logging into all servers?

[solar blaze]

@spring grotto yes, I have tried all 4 servers

[spring grotto]

Hm...and do you have the UID from the account?

[solar blaze]

no, I have the twitter app authentication and username

dont think I saved the UID anywhere

[spring grotto]

Gotcha. Unfortunately if you dont have that and have logged into the Twitter and tried all servers, you'll need to contact customer support so they can check your account on the backend

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[spring grotto]

contact options are in the bot message

[rapid gate]

wtf is this?

[sinful yoke]

assuming you mean log mode, it is just for debugging, you can press hide to ignore it

[rapid gate]

ok, thanks!

[molten plover]

what does this mean?

I never sent any friend request so far

my questions from earlier still stand

[daring roost]

I recently switched from android to iOS. But with my iPhone (11 pro, iOS 13) I have the problem that only the Azur lane notifications don’t vibrate and are silent. Any way to fix this?

Is this a known „bug“ with iOS 13 or can I fix this in settings (sry I’m still an Apple noob haha)

[sinful yoke]

@molten plover looks like a desync if anything

@daring roost you have to change that in settings

[daring roost]

Hmm. As far as I can see vibration is turned on for everything (all the other apps vibrate when sending notifications)

[topaz moat]

For some reason, my audio hasn’t been working for the past couple weeks. Ive reset the game and updated the audio on it but no audio seems to work. No UI, no verbal, nothing.

[proven oyster]

@sinful yoke still no email reply from tech support, is my case a lost cause?

[sinful yoke]

please note they can take anywhere from 4-10 business days to respond

@topaz moat is your ringer on or off?

[topaz moat]

Uhh its normally off @sinful yoke

[sinful yoke]

ringer needs to be on to have audio

[topaz moat]

Huh

Thats kinda odd

[sinful yoke]

thats how a lot of mobile games work

[topaz moat]

Im new to mobile games

I play mostly xbox

So lol

Thanks for the help

[sinful yoke]

[brisk meadow]

A few minutes ago I bought $9.99 USD worth of gems, it charged my account but I did not receive the gems what should I do?

[sinful yoke]

contact customer support with your uid, username, server, and the pack of gems you bought
they will get the gems to you

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[sinful yoke]

[brisk meadow]

I emailed them they told me to elaborate on my inquiry what should I do next?

@sinful yoke

[sinful yoke]

wait for a response, a human will get to u sooner or later

[brisk meadow]

Alright thanks

[proven oyster]

@sinful yoke noted with thanks, I did print screen, provided phone model, UID, etc when emailed support. Guess nothing I can do now but wait. 👉👈

[sly pier]

Greetings. I have recently switched to a new phone and I'm having trouble binding my account to facebook to play the game because it says something about my current "API version does not support this request". What does this mean and will I not be able to recover my progress? (P.S my IGN is Senpai Wizzy)

[spring grotto]

So you're trying to recover your old account, correct?

[sly pier]

Yes that is correct. I also haven't updated my game from the playstore directly

[spring grotto]

Okay. And you are trying to log into your FB account from the title screen? Or are you trying to do it through the settings menu in game?

[sly pier]

Both, I tried both and it still says the "current API ver does not support the request" thing

[spring grotto]

Hm...usually API errors are caused by not having the most recent update of the APK or you could try logging out of your Google account in your phone's settings menu and then back into it

[sly pier]

Oh I see. Well then if I update my game from the play store, will I be able to recover my account by binding it to fb?

How about uninstalling the game and installing it again? Does that work too?

[spring grotto]

Ideally, either of those could possibly fix your issue. It's one of the ways to fix API issues. Just be sure to follow Steps 4-5 in this image to recover your account.

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

[sly pier]

I see, thanks alot for your help Toaster! I really just hate to lose my progress and all. I also miss my girls so, thanks again 😁

[spring grotto]

No problem at all if you have any other issues, just let us know here and we'll go from there

[tacit breach]

am i the only one who can't log in using facebook rn ?

[sinful yoke]

what happens when you do?

[tacit breach]

can't get out of loading screen

[slow glacier]

hey folks, i purchased the $10 gem pack today and was double charged and recieved double the gems, what do?

[wicked onyx]

Does anyone else have problem with 4th part of event story? Every time I try to play it, my game freezes at first dialog.

[flat walrus]

Yes, it froze for me too.

[slate kayak]

Uh Christmas party story freezes on first screen with Concord talking and i cannot proceed to next screens nor click "skip".

[wicked onyx]

K, so I'm not alone xD

[flat walrus]

Well, glad to know I am not the only one. Hope it will get fixed in due time.

[deep olive]

@slate kayak lel i'm not alone too

[covert cipher]

Yeah. It even stops if you try and use the memory replay system to view the cut scene.

[deep olive]

yep2

[junior sun]

OK, can confirm the same problem. Good thing we can force quit.

[vague crag]

even in the memory archives it doesn't work

[mint hazel]

Somehow all cutscenes of this mini-event had issues. Until yesterday they didn't play for me at all only to start all at once.

[carmine hedge]

Same problem The cutscene wont go to next after concord's line

[forest jacinth]

Glad to know it's a shared problem

[loud belfry]

Hi can i have some help. Every time i need to update the client it always tries to download the whole app data. Can i ask for some assistance. I already had to redownload the game 2 times for the last month

[faint temple]

bit of a specific question here. But I am playing NA version of Azur lane and will be visiting china shortly, reckon it will update while I am there? (Will not be using roaming, most likely getting a Chinese sim card)

[willow tide]

Excuse me,
Anybody know to unbind yostar account?

[faint sedge]

welp? me try to update the app on the phone, cant cause andoid is stu***, so i reinstalled and it wont load my progress anymore. facebook account is bindet. on nox (wich uses same email for android n such) still has all the progress. what to do now (asied from putting the phone into an atillery shell and shooting it back to the manufactuar)

nvm i think i was the culprit here and forgot the press the little facebook button on the side befor launching the game again. so forgot what ive said^^

[viscid ermine]

Every time I try to bind my FB account it locks up. Even trying to look at the contact info through help locked it up on my tablet. I tried it on my VM and it did too. On my VM it won't let me move the ships, which isn't a big problem, but I can't put a ring on any ship because it won't accept my mouse as my finger.

Not being able to link my account through FB means I can't play on both devices unless they are under different accounts. I've sent the feedback from the crash and hopefully there's something they can do about being able to link my FB to play the account on both tablet and VM.

[tulip topaz]

https://en.m.wikipedia.org/wiki/HMS_Niger_(1892)

I want this ship on Azur Lane pls

[gray jacinth]

#tech-support I need help recovering my old account cuz I had lost of data on my account

[spring grotto]

@gray jacinth Did you have the account bound to FB, Twitter, or Yostar?

[carmine hedge]

#tech-support how do i recover my account? it was bound to twitter

[unreal path]

#tech-support heyhey! i have all the info needed to recover my previous account. who do i contact? where do i go?

[spring grotto]

Ya'll do know you don't have to post the channel name?
@unreal path Did you not have it bound?
@carmine hedge You just need to log into Twitter from the title screen of the game and then choose the server you previously played on

[carmine hedge]

i did and it didnt restore it, it started a new game instead

infact my account name i had wasnt taken

[spring grotto]

You're not on the correct server then. If you haven't, please do try logging into all the servers (such as Washington, Sandy, etc)

[carmine hedge]

washington

and yes i tried that

[spring grotto]

But you said your account name wasn't on there. Which shouldn't be the case if it's the same server

[unreal path]

it shows that you've got an account in different servers if you do and in which ones, right?

[carmine hedge]

i havent played in a long time

[spring grotto]

@unreal path Only after fully logging into all the servers will the character icon pop up on the server selection screen
@carmine hedge Can you post a screenshot of your server selection screen?

[topaz sky]

Umm do u like remember where did u login to ur Twitter account from the server screen or settings

@unreal path is ur problem solved?

[unreal path]

nope,, and it only shows that i've entered two servers, which i did with this new account. so if anyone has any other things i could try, feel free to let me know

[topaz sky]

U binded ur account from settings right?

[carmine hedge]

@spring grotto

[spring grotto]

@unreal path But did you have your account bound to Twitter, FB, or Yostar though?
@carmine hedge Hm...it doesn't seem like you've tried logging into the other servers though

[carmine hedge]

cause i only ever played in washington

[spring grotto]

But due to the fact that you said that your account name wasn't even on there and plus that the fact that it's starting a new game for you, can you try all the other servers just to be sure?

[carmine hedge]

i downloaded that account issue fix apk aswell and still nothin

new game in every server

[spring grotto]

Hm...sounds like either you might be using the wrong Twitter account (if you have multiple ones) or it wasn't bound properly to Twitter. Do you have your UID from the old account?

[carmine hedge]

nope, i went by "lolifanatic" tho

[spring grotto]

Okay. If you don't have the UID from the account, you'll need to contact customer support at this point w/ your account information so that they can check on it in the backend for you and help you w/ recovering it

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[spring grotto]

contact choices for support

[carmine hedge]

this sucks, i had limited edition ships and spent money on the game

[spring grotto]

That's why I gave you the contact choices for support so that they can help you recover that account

[carmine hedge]

how long can it take?

[spring grotto]

It does depend. On the long end it can take up 4-10 business days or so. But we did recently reopen DMs for such issues (which is generally faster) but please do remember that they're based in China so they work on China's timezone and won't be into the office till around 10-12 hours from now

[carmine hedge]

i really hope i dont lose my neptunia girls and stuff

[carmine hedge]

Helllo

I wish to ask for help

Recently my phone is lost

Easy to say, its taken

I forgot to bind my account....but can you somehow bring my account back to me?

The name is Fukou Da

Level 37-38

@spring grotto so sorry to ping

[spring grotto]

@carmine hedge It's no problem. So if you didn't have it bound, you'll need to contact support as well (contact choices are in the bot message) w/ your account information and let them know that you need help recovering the account

[carmine hedge]

@spring grotto ah can you guide me?

Im not good at this account thing

Your help with be appreciated!!

I need help now

Sorry

You ran out of options?

[spring grotto]

Unfortunately I can't personally as it'll need to be through customer support

You'll just need to either send an email to them at [e-mail] OR send a direct message to the two specified users in the bot message and let them know your account information (such as in game name, the server you played on "Sandy,Washington,etc", commander level if possible, and UID if possible). That way they're able to locate the account. And then just let them know that you need to recover the account

[carmine hedge]

@spring grotto can i dm the staff?

Sorry

But i dont understand it

only the specified two

[spring grotto]

You can to DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

[carmine hedge]

Ah i see

But how do you add ?

Wait wait

Ah

Sorry idk how

Can u somehow show me the bot

[spring grotto]

You just need to send them a DM, no need to add them or anything Just go to Discord Home, find the option for "Start a conversation" and type in one of their names. From there, you'll be able to start a DM

[carmine hedge]

I see

Tho i only understand a bit

I try

Ah damnit

Cant find the user

[spring grotto]

In the find option, you should be able to find them if you just search their username as shown in this picture

[carmine hedge]

@spring grotto im sorry

But i use phone

[spring grotto]

It should be same

Screenshot of where to go on mobile

Thatll bring up the search option

[tough geode]

hello can i receive contacts to tech support as im struggling on returning my old game data on IOS

@river sedge

Someone help me to restore my old game data that was linked to my Facebook account

@ember portal

[sinful yoke]

did you bind your account

no need to ping staff for this yet

@tough geode login at the title screen yet?

[tough geode]

I did bind about year ago to my google and FB account

but when i linked again it goes to tutorial session

Its on IOS

[sinful yoke]

login to your original server

[tough geode]

i did it was aurora if my mind doesnt betrays me

but the same thing happens

does servers changes or removed over course of year

it always goes to after tutorial linked save game

[carmine hedge]

I see

Its normal

Maybe the game wants you to remember how the game works

Wait why am i the one who is helping?!

[tough geode]

but it doesnt makes sense

[carmine hedge]

It does

[sinful yoke]

login to all servers just in case

do you have your uid?

[carmine hedge]

@sinful yoke im still waiting for my recovery

[tough geode]

there is no notification on there is your more advanced character would you like to change notice

[sinful yoke]

staff aren’t in office

no because the game cant assume which server you play on since all of them have save data, they just dont have names

[tough geode]

so what should i do

i already went to all servers

[sinful yoke]

did you login to all servers?

what is your uid?

[tough geode]

where is uid is?

[sinful yoke]

its a string of numbers generally located where your username and player stats are

(or where you change your secretary)

[tough geode]

70138071

does it relate to my old save data

[sinful yoke]

is that your uid or a new one?

[tough geode]

because its on 3 level account

i did not play a game for a year less likely i can remember it

[sinful yoke]

by the way, google is not a form of binding

so you did login with facebook correct?

[tough geode]

yes

[sinful yoke]

do you have multiple facebooks?

[tough geode]

i remember linking my fb to it year ago

no just one

[sinful yoke]

did you ever bind to yostar?

[tough geode]

i dont remember that one

[sinful yoke]

it was email

[carmine hedge]

Ab

[tough geode]

what is my email?

[carmine hedge]

@sinful yoke i didnt bind my account....but i do remember the details

[sinful yoke]

only you would know that and maybe some coworkers

[carmine hedge]

Any suggestions?

[sinful yoke]

@carmine hedge you already contacted support right?

[carmine hedge]

@sinful yoke yes

But idk how to contact them

[sinful yoke]

then please wait

[carmine hedge]

Please make it quick

[sinful yoke]

if you already contacted them but dont know how, did you actually contact them

send them a direct message

[carmine hedge]

Uhm

[sinful yoke]

/techsupport

[pale pagoda]

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 or alternatively DM CS-Gale#2262 or chewinggun#2258 from Yostar staff.

Please do not DM other Yostar staff or discord mods about your issues as they can only help by redirecting you to the specified staff member.
Please note that the answer may take a while due to high load, so we ask you to be patient.

[carmine hedge]

They are busy

[sinful yoke]

then wait for them to respond

nothing else is going to be quicker than dm or email

[carmine hedge]

I actually dunno what to do

Sorry

I try emailing

[sinful yoke]

dont double inquiry

if you already sent them a direct message, wait

@tough geode do you recall binding to yostar?

[carmine hedge]

Im sorry but to be honest, all the staff hates me and idk what do so thank you pls guide me

[tough geode]

less likely i did this year ago as interface was different than now

[sinful yoke]

on the uid you gave me, there is a yostar bind and facebook bind, can you check your email and look for any emails that have yostar in them?

[tough geode]

those are verification emails

[sinful yoke]

so you did bind previously?

the uid you gave me has both linked, can you try logging in with yostar at the title screen
then try to login to all servers once again?

[tough geode]

yostar is linked with new accounts

it cannot access to my old account which was from until March 2019

after i deleted a game to free space

[sinful yoke]

and you for sure logged into every server avrora, washington, lexington, i.e?

[tough geode]

yeah

wash and lex started with tutorial like in Sandy and Aurora

Im curious does devs deleted a old servers or changed them

[sinful yoke]

they dont mess with save data

[tough geode]

i hope a game had more easier and less complicated recovery like in clash of clans

[sinful yoke]

recovery is just binding and logging in, its generally as simple as it can get

but there may have been confusion when binding your account