What Information to Request

Login Issue

Ask for: User ID, error message, screenshot, device model, OS version, approximate time issue started.

Game Crash

Ask for: User ID, device model, OS version, screenshot or screen recording, when the issue started, whether it happened after an update.

Missing Rewards

Ask for: User ID, event name, reward name, approximate time, screenshot.

Purchase Issue

Ask for: User ID, purchase receipt, order number, payment method, purchase time, screenshot.

Top-up Not Received

Ask for: User ID, receipt, order ID, payment platform, purchase time.

Account Hacked

Ask for: User ID, character name, server, registered email, last login time.

Ban Appeal

Ask for: User ID, character name, screenshot of ban message.

Lost Account

Ask for: Registered email, User ID, character name, server, last login date.

Network Issue

Ask for: Device model, OS version, Wi-Fi or Mobile Data, ISP, location, screenshot.

Bug Report

Ask for: User ID, screenshot, screen recording, steps to reproduce the issue.

Report Another Player

Ask for: User ID, reported player's name/ID, match ID (if available), screenshot, time of incident.

Can't Claim Event Reward

Ask for: User ID, event name, reward name, screenshot, time issue occurred.

Character Missing

Ask for: User ID, character name, server, screenshot, approximate time.

Game Freeze

Ask for: User ID, device model, OS version, screenshot or recording.

Black Screen

Ask for: User ID, device model, OS version, screenshot, when it happens.