📨・tech-support-faq

[glad stratus]

Account Issues
Q1: Why is the ID on the login interface inconsistent with the ID after entering the game? What is the difference between a 9-digit ID and an 8-digit ID?
A1: The 9-digit ID is your account ID/ user ID. Your Google email/ Facebook/ Apple account is bound to your 9-digit ID.
The 8-digit ID is your game. You will have three different game ID's on the same account (that is, on the same 9-digit ID), because you will have different game ID's on three servers.
The 9-digit will not change, but the 8-digit ID will change depending on the server.

Q2: How many third-party accounts can be bound to one PGR account?
A2: You can choose to bind your Facebook account/ Google account and your Apple account at the same time.

Q3: I lost my account because i forgot to bind my PGR account to my Google email/ Facebook account/ Apple account.
A3: Please contact PGR Customer Support :Babylonia_Megumi#5722 by direct/ private messages. And please provide the following informations so that they can check your account:

1. Your 8-digit game ID/9-digit user ID (if you can contact your game friends to get a screenshot of your ID or you have a screenshot of your previous account ID);
2. Your recharge order screenshot (Google order requires screenshot with GPA order number);
3. If you can use the device on which you created the lost account, please create a new account on that device and provide the 8-digit ID of the new account;
4. Please describe as much information about your account as possible (e.g. last online time, daily online time, account creation time, construct owned by the account, etc.).

Q4: I have bound my Google account/ Facebook account/ Apple account to my PGR account. But it is a new account after logging in the third-party account.
A4: First of all, please confirm whether you use the right third-party account to log in. (For example, you have bound your account to your A Gmail, but you choose B Gmail to log in PGR.)
Secondly, please confirm whether you choose the right server. (For example, your account is a NA server account, but you choose SEA server account to enter in.)
If you have double-confirmed that you have used the right server and third-party account, please contact PGR Customer Support: Babylonia_Megumi#5722 by direct/private messaging and provide the following information:

1. Your 8-digit game ID/ 9-digit user ID (if you can provide it)
2. The third-party account that you have bound to your PGR account (Your Gmail/Facebook/Apple account);
3. If you can use the device on which you created the lost account, please create a new account on that device and provide the 8-digit ID of the new account.

Q5: How can i unbind my third-party account (Gmail/Facebook/Apple)?
A5: IF you are sure to unbind your account, please contact Babylonia_Megumi#5722 and provide the corresponding information according to the following two situations:

1. If your account is belowlevel 10, please provide the account ID you want to unbind and the third-party account (Gmail/Facebook name/Apple account) which is bound to the account.
2. IF your account exceeds level 10, first please confirm that your account has been bound with one or more third-party accounts (if you bound to only one third-party account, we cannot help you unbind it,otherwise your account will be lost immediately), then please provide the following information:
   ➙ Your 8-digit game ID and 9-digit user ID;
   ➙ The third-party account you have bound (Gmail/Facebook name/Apple account);
   ➙ Please confirm whether you can use the device you created the account, if yes, please create a new account on the device and provide the 8-digit ID of the account. If no, please inform Babylonia_Megumi#5722 directly.

Q6: I have unbound my Google email today, can i apply to unbind my Facebook account tomorrow?
A6: In order to avoid account security issues and account transaction issues, our rule is that after the first successful unbinding, the second application for unbinding needs to wait 30 days later. After the second succesful unbinding, the third application for unbinding needs to wait 45 days. The number of days for each unbinding request is analogous to this rule.

**__Q7: I lost my account because my third-party account (Gmail/Facebook/Apple account) has been __**stolen/hacked/suspended/disabled.
A7: If you only bind one third-party account, in order to avoid account security problems, we suggest you should contact the Technical Support of the corresponding binding plateform (Gmail/Facebook/Apple) first to retrieve/recover/unblock your account or ask for further support.
If you have bound two or more third-party accounts, but one of the third-party accounts has been stolen/hacked/blocked/suspended you can contact Babylonia_megumi#5722 to apply for unbinding.

Q8: Can i transfer my account data/account progress to another server?
A8: Since the data between different servers is not interoperable, we cannot transfer account data/account progress.

Q9: It shows "Your account was detected with a security problem" when i login my account, What should i do?
A9: You can contact PGR Customer Service email [e-mail] through the prompt, or provide your 8-digit game ID and 9-digit user ID to contact Babylonia_Megumi#5722 directly for processing.

Q10: I want to delete my account or delete my progress.
A10: Apple device have a "delete account" feature in the game now, you can choose to delete your account within the game. However, since this feature is still under development for android devices. We cannot delete accounts or accounts progress for android accounts now. We will make this feature available on android devices as soon as possible.

Q11: It shows "Binding Failed" when i try to bind my Google email/Facebook/Apple account to my PGR account.
A11: Please contact Babylonia_Megumi#5722 and provide the following information:

1. Your 8-digit game ID/9-digit user ID;
2. Your screenshot of the issue;
3. The Google email/Facebook/Apple account you want to bind.

Payment issues
Q1: I want to recharge my rainbow card, but I don't know how to recharge it.
A1: Our official recharge platforms are: Apple Store, Google Store and Codashop. We will add more recharge platforms in the future if necessary.

Q2: My money was charged, but I didn't receive the rainbow cards I topped up.
A2: Please contact Babylonia_Megumi#5722 and provide information according to the following circumstances:
1) If your order is a Google order, please provide your 8-digit Game ID and a screenshot of your Google order (with GPA order number);
2) If your order is an Apple order, please provide your 8-digit Game ID and a screenshot of your Apple order (with an order number that should start with MN).

Q3: I topped up my rainbow card on my Apple device, but my rainbow card number is 0 on my Android device.
A3: Please note that the rainbow card of IOS system and the rainbow card of Android system are not interoperable. We recommend that you can use your Rainbow Cards on the device which you topped up.

Q4: I topped up the rainbow card pack which is marked in-game as $4.99, but I was charged more than $4.99.
A4: It may be caused by different tax and currency exchange rates of different paid platforms. If you have questions about the tax/currency exchange rate, we recommend that you can consult the customer service support of the corresponding paid platform.

Q5: It shows "Recharged Failed" when I recharge, what should I do?
A5: Due to the policy change of the Google Store, some regions where PGR is not issued cannot be recharged now. If you encounter this problem in a region where PGR has been released, please contact Babylonia_Megumi#5722 directly.

Q6: I bought the monthly card/tickets package/other items/etc, but I didn't receive them.
A6: Please contact Babylonia_Megumi#5722 directly and provide the following information:
1) Your 8-digit Game ID;
2) Please describe the name and content of the pack/item you purchased in detail (it would be better if you can provide a screenshot of the pack/item);
3) The time when you purchased the pack/item.

Q7: I accidentally bought the package which I don't want, can I get a refund or exchange for another package?
A7: Packs/Items that have been purchased/consumed in the game cannot be withdrawn/returned/exchanged. Please commandants check the name and content of the packs/items/tickets in detail before purchasing.

Q8: I accidentally did 10x pulls on the wrong banner/consturct, can I withdraw it or roll back?
A8: Tickets which have pulled cannot be withdrawn or rolled back. Please check the banner type and the construct you choosed before rolling.

Q9: I was double charged, what should I do?
A9: If you are double charged by the Google Store/Apple Store, please contact the customer service support of the corresponding platform directly for a refund. Please note do not to use the rainbow cards for refunded orders, the system will automatically deduct the rainbow cards of the refund order in your account after you have successfully refunded.

Gameplay Issues
Q1: It shows "Download failed because you may not have purchased this app" when I open the game, what should I do?
A1: Please contact Babylonia_Megumi#5722 and provide the following information:
1) Do you install the game directly in Google Play?
2) Provide the screenshot of the file size (file path : Android\obb\com.kurogame.gplay.punishing.grayraven.en);
3) Provide the remaining storage capacity (ROM) of your phone.

Q2: My game suddenly crashes/shows black screen during the battle.
A2: In this case, please first try to uninstall and reinstall the game to solve the problem. If the problem still persists after reinstalling the game, please contact Babylonia_Megumi#5722 and provide the following information:
1) Your 8-digit Game ID;
2) Your phone model and system version;
3) Please describe the problem you encountered as much as possible;
4) Please provide a video (screen recording) about the problem;
For Android Users, it would be better if you could provide us the game log if possible.
Extraction method: File management---Internal storage---/Android/data/com.kurogame.gplay.punishing.grayraven.en/files/log (Compress the log into a compressed package, do not search the file name directly).

Q3: It keeps showing "Login Failed" when I open the game.
A3: Regarding this issue, please try the following methods:
1) Try to switch between mobile network and wifi network;
2) You can click ""Network Mode"" in the upper right corner of the login interface and try switching between Mode 1 and Mode 2 to see if you can log in successfully.
If it still does not work, please contact Babylonia_Megumi#5722 and provide your screenshot/video and game log when the login fails.
Extraction method: File management---Internal storage---/Android/data/com.kurogame.gplay.punishing.grayraven.en/files/log (Compress the log into a compressed package, do not search the file name directly).

Q4: I've passed this battle, but it still shows I didn't pass it.
A4: Please first try to uninstall and reinstall the game to solve the problem. If the problem still persists after reinstalling the game, please contact Babylonia_Megumi#5722 and provide the following information:
1) Your 8-digit Game ID;
2) Please describe the problem you encountered as much as possible;
3) Please provide a screenshot about the problem;
4) Please provide the time when you passed this battle.

Other Issues
Q1: How do I apply for a successful content creator?
A1: If you need to apply to become our content creator on Discord, please consult Auroray#0117 for details. If you want to cooperate with us in business, please contact us by email: [e-mail]. For Content Creators-related issues on other platforms, please contact [e-mail].

__Q2: Can I ask if we are allowed to sell in small amount, fan-made merchandise (our original artwork) of PGR characters? __
A2: Please note that for fan-made artworks (merchandises, videos on YouTube, etc.), they are allowed only for non-profit purpose (also please make sure the content is non-sexual and non-violent).

Q3: Is it possible to create other country/other language communities on Discord channels?
A3: Since currently we have English language and Chinese/Japanese dub in Global version, the official community will use English as the communication language to take care of different commandants in all regions. If commandants who are from certain country or region need to communicate in their own language, we suppose and encourage that commandants can create their own communities.

Q4: I have some problems in the CN server, what should I do?
A4: For the issue related to CN server, it is suggested to contact the CN customer service support through the following email: [e-mail].