Support
Contact
Write to info@proofdocs.de. Please write in English or German and include your account code (shown as your friend code on the Friends page) so we can find your account. The account has no e-mail address or password, so we never ask you for one, and we never ask for your transfer code.
Moving your account to a new phone
Your hero lives on our server and is tied to an account that the game creates by itself. To take it to another phone:
- On the old phone, open Settings → Account and tap Show a Transfer Code.
- On the new phone, install the game, open Settings → Account, enter the code under Use a Transfer Code and tap Move Account Here.
The code works once and for 24 hours, and the old phone is signed out then. Keep it to yourself: whoever enters it takes over the account. Both phones need a connection to the server. Because we know no contact details, we cannot restore an account whose phone and transfer code are both lost.
Deleting your account
In the game: Settings → Account → Delete Online Account. Without the app, write to us. What is deleted and what stays is described on Delete Your Account.
Purchases and refunds
- Something you paid for did not arrive: tap Restore Purchases in the settings or in the Shop. A purchase that was interrupted is also delivered the next time the game reaches the server. If that does not help, write to us with your account code and the store's order number.
- Refunds are handled by the store you bought from, under its rules: for Google Play through the order history of your Google account, for the App Store at reportaproblem.apple.com. We cannot refund a store purchase ourselves.
- Spending limit: under Settings → Purchases you can set a monthly limit.
The binding rules, including what happens to Starshards after a refund, are in the Terms of Sale.
Reporting a player or a guild
Open the player's profile card or the guild's page and tap Report, choose the reason and send it. You can also write to us. We read every report and decide by hand. To stop a player from reaching you at once, open their profile card from the Friends page and tap Block. How we moderate is described in the Terms of Use.
Errors in the game
If something does not work, write to us what happened, on which screen, your phone model and the game version (shown in the settings). Screenshots help.