If you cannot solve your problem after looking through the FAQ, please contact us via the contact button below.

  • Frequently Asked Question

  • Known Bug

    • Bug List

      – When using a card that lets you select another card, if you switch to another program while in the process of selecting another card, coming back to the game may cause the End Turn button to become unresponsive until the end of the turn.

       

      – When using a card that lets you select another card, the game may hang if you select a card right when your turn ends.

       

      – Under some conditions, you may not be able to return to suspended matches.

  • General Gameplay

  • Rule

  • Card Ability

    • Regarding the interaction between Twilight Queen and Nephthys

      When Nephthys brings followers into play, those followers’ Last Words effects resolve in the order that the followers were brought into play. When Twilight Queen is put into play by Nephthys, the cards’ effects will resolve in the following way:

       
      If a follower that has a Last Words effect enters play after Twilight Queen:

       
      1. Nephthys comes into play.
      2. A Spartoi Sergeant, Twilight Queen, Mordecai the Duelist, and Goblin enter play in that order.
      3. Nephthys’s effect destroys the Spartoi Sergeant, Twilight Queen, Mordecai the Duelist, and Goblin.
      4. Last Words effects are pending in order of Twilight Queen first, Mordecai the Duelist second.
      5. Twilight Queen’s Last Words effect activates. The next time an allied follower’s Last Words effect activates, that follower’s Last Words effect will therefore activate twice.
      6. Mordecai the Duelist’s Last Words effect activates twice. Two copies of Mordecai the Duelist thereby come into play.

       
      If no follower that has a Last Words effect enters play after Twilight Queen:

       
      1. Nephthys comes into play.
      2. A Spartoi Sergeant, Mordecai the Duelist, Goblin, and Twilight Queen enter play in that order.
      3. Nephthys’s effect destroys the Spartoi Sergeant, Mordecai the Duelist, Goblin, and Twilight Queen.
      4. Last Words effects are pending in order of Mordecai the Duelist first, Twilight Queen second.
      5. Mordecai the Duelist’s Last Words effect activates, and one copy of Mordecai the Duelist thereby comes into play.
      6. Twilight Queen’s Last Words effect activates. The next time an allied follower’s Last Words effect activates, that follower’s Last Words effect will therefore activate twice.

    • Regarding the interaction between Twilight Queen and Elf Twins' Assault

      Elf Twins’ Assault damages one follower at a time. When it destroys both Twilight Queen and another follower with Last Words, the effects will resolve in the following way:

       
      If Twilight Queen is destroyed first:

       
      1. Elf Twins’ Assault destroys Twilight Queen, and then it destroys Mordecai the Duelist.
      2. Last Words effects are pending in order of Twilight Queen first, Mordecai the Duelist second.
      3. Twilight Queen’s Last Words effect activates. The next time an allied follower’s Last Words effect activates, that follower’s Last Words effect will therefore activate twice.
      4. Mordecai the Duelist’s Last Words effect activates twice. Two copies of Mordecai the Duelist thereby come into play.

       
      If Twilight Queen is destroyed second:

       
      1. Elf Twins’ Assault destroys Mordecai the Duelist, and then it destroys Twilight Queen.
      2. Last Words effects are pending in order of Mordecai the Duelist first, Twilight Queen second.
      3. Mordecai the Duelist’s Last Words effect activates, and one copy of Mordecai the Duelist thereby comes into play.
      4. Twilight Queen’s Last Words effect activates. The next time an allied follower’s Last Words effect activates, that follower’s Last Words effect will therefore activate twice.

    • Regarding the interaction between Loki and Elder Mage of Dragonlore

      Assume that when you play an Elder Mage of Dragonlore, Loki’s effect is active and you have one Earth Sigil in play. Elder Mage of Dragonlore’s Earth Rite effect will activate, and a Windblast Dragon will thereby come into play. Loki’s effect will attempt to activate Elder Mage of Dragonlore’s Earth Rite effect a second time, but since there are no Earth Sigils, the Earth Rite effect won’t work. The Fanfare effect that summons a Dragon will also not work.

       
      As a result, Loki’s ability will be lost without having an effect on the board.

    • Regarding the interaction between Loki and Axe Fighter

      Assume when you play Axe Fighter and its Enhance effect activates, Loki’s effect is also active. Axe Fighter’s Enhance effect will activate twice for only 6 play points.

    • Regarding the interaction between Loki and Snow, Whitecat Sage

      Loki’s effect won’t be triggered if the next follower that you play has a targeted Fanfare, Necromancy, Enhance, or Earth Rite effect. Even if there aren’t any allied followers on the board when you play Snow, Whitecat Sage, the effect that enables you to draw a card will not activate another time, and Loki’s effect won’t be used up.

    • Regarding the interaction between Loki and Roland the Incorruptible

      If you play Roland the Incorruptible while Loki’s effect is active, the effect wherein a Durandal the Incorruptible enters play will activate two times.

       

       
      Effects will resolve in the following way:
      1. Roland the Incorruptible comes into play.
      2. Durandal the Incorruptible comes into play.
      3. As a result of Loki’s effect, Roland the Incorruptible effect will be pending to activate two times.
      4. Roland the Incorruptible effect will activate once, and one copy of Durandal the Incorruptible will thereby enter play.
      5. Roland the Incorruptible’s effect will activate once more, and another copy of Durandal the Incorruptible will thereby enter play.

    • Regarding the interaction between Sister of Punishment and Sun Oracle Pascale

      Sister of Punishment’s effect will deal 2 damage to followers whose attack and defense have been doubled by Sun Oracle Pascale.

    • Regarding the activation of Dark Bladefiend's skill

      Dark Bladefiend’s effect, “Ward. At the end of your turn, use Necromancy (2): Deal 2 damage to a random enemy follower” will not activate if there is no enemy follower in play.

      Therefore the number of shadows you have will remain the same.

    • Regarding Abomination Awakened's ability

      Abomination Awakened’s effect activates when you gain 9 cards in your hand during your turn only.

       

      For example, if you gain 9 cards during your opponent’s turn (e.g. from Last Words effects), then this effect will not activate at the beginning of your turn.

    • Regarding Jabberwock's ability

      For every allied follower that Jabberwock destroys, a higher cost follower will be put into play. However, if there are no followers with a higher cost than the destroyed card remaining in your deck, then no followers will be put into play from this effect.

       

      Here’s an example of the card’s mechanics:

       

      A Goblin (1-cost) and an Ouroboros (8-cost) are in play.
      1. Jabberwock comes into play.
      2. The Goblin and Ouroboros are destroyed by Jabberwock’s effect.
      3. A 2-cost or higher follower will be put into play from your deck (but if there are no 2-cost or higher followers left in your deck, then a follower won’t be put into play).
      4. A 9-cost or higher follower will be put into play from your deck (but if there are no 9-cost or higher followers left in your deck, then a follower won’t be put into play).

    • Regarding Rapunzel's ability

      Rapunzel’s ability (“if another allied follower has attacked this turn, this follower can attack”) doesn’t allow Rapunzel to attack again if she’s already made an attack during a turn.

    • Regarding the interaction between Wordwielder Ginger and followers with cost reduction via Spellboost

      When you play Wordwielder Ginger and have followers with the ability to have their cost reduced via Spellboost in your hand, when you end your turn, they will have their cost reduction reset. However, these followers will still display the Spellboosted amount on their card text.

       

      This is currently as intended, although revisions may be made in the future.

    • Regarding the interaction between Dragonclaw Pendant and Astaroth's Reckoning

      If you play a Astaroth’s Reckoning while a Dragonclaw Pendant is in play, it deals damage to the enemy leader until their defense drops to 0.

  • Troubleshooting

    • The game suddenly froze during a ranked match and I couldn't make any moves.

      When the player gets disconnected by a poor internet connection or closing the game, the disconnected player will normally end in a loss.
      However, there are a few cases where the game suddenly freezes or the result is not processed correctly.

       

      If you face this issue, please don’t close the game mid match and select Quit from the menu instead.
      If we find players exploiting this bug, they could be subject to suspension of the account.

       

      We are currently investigating and working to fix this issue.
      We apologize for the inconvenience caused and thank you for your understanding.

    • The app keeps crashing when I try to edit my videos.

      Attempting to edit long videos may put too much load on your device, causing the app to crash.
      If you experience frequent app crashes, please refrain from recording long videos.

    • I can't play on a device I linked my account to.

      If you attempt to play on the same account from two or more devices simultaneously, the game may not function properly.

      When playing on a different device, please make sure to close the app on all other devices running it.

    • I've waited a day, but haven't received any responses yet.

      While we respond to inquiries as they come, depending on the nature of the inquiry, response times will differ.

      If you do not receive a reply after a few days of contacting us, please check your spam filter settings and make sure of the following:

      – You can receive emails from the domain “@cygames.co.jp”
      – You can receive emails containing URLs
      – You can receive emails sent from PCs

      If you cannot change your spam filter settings for any reason, please contact us again with a different email address.

    • How can I send an inquiry?

      You can contact us via the following:

       

      From the app
      – More > Contact

       

      From the official website
      https://shadowverse.com/contact/

    • The app doesn't start.

      If your app does not start, please try the following:

      – Delete the app cache
      – Restart your device
      – Open the app where you have a good internet connection
      – Make sure your device is supported
      https://shadowverse.com/device.php

       

      If trying the above does not resolve the problem, please contact us.

    • I cannot install or update the app.

      If you cannot install or update the app, please try the following:

      – Delete the app cache
      – Restart your device
      – Open the app where you have a good internet connection
      – Make sure your device is supported
      https://shadowverse.com/device.php

       

      If trying the above does not resolve the problem, please contact us.

    • The app has gone silent.

      If you cannot hear any sound, please check the audio settings in the app via the following:

      – More > Settings > Audio

      You may also be unable to hear sound depending on your device settings. Please check your device’s audio settings and silent mode setting.

      If you have any questions regarding the settings of your device, please contact the device manufacturer.

    • The screen often freezes and I'm unable to play. I restarted my device, but it didn't work.

      In most cases, freezes occur when the device is overheating or lacking memory due to many apps running at once.

      If you have already restarted your device and the app, please try the following:

      1. Close all running apps
      2. Turn off your device
      3. If you can remove the battery from your device, remove it, then let it cool down for a while
      4. After your device has sufficiently cooled, restart the device
      5. Open Shadowverse

    • I cannot connect to the app.

      Depending on your internet connection type and signal strength, connecting to the app may take a while.

      You will also be unable to connect to the app during maintenance. For details regarding maintenance, please view the News section on our official website.

    • Matchmaking for ranked match is not working.

      If matchmaking is not working, please try the following to see if the issue is resolved.

      – Try matchmaking after waiting for a while
      – Make sure your internet connection is experiencing no issues, then retry matchmaking

    • I cannot play because of connection errors.

      If you experience connection errors, please try playing the app in a different location with better reception.

      Furthermore, during maintenance, you will not be able to connect to our game servers. We will notify you of such events under the News section on our official website.

  • Crystal Purchase

    • Can I change my birth year and month once they have already been set?

      It is not possible to change your birth year and month once they are set.

      Please make sure everything is correct before setting your birth year and month.

    • Do crystals expire?

      No, crystals do not expire.

    • I'll be 16 (or 20) tomorrow. When will my purchase limit for crystals change?

      The limit is changed at 4 p.m. (PST) on the last day of the month that the player has turned 16 or 20 years old.

    • I'm prompted to enter my month and year of birth when trying to purchase crystals. What do you use it for?

      Younger players and their guardians can feel at ease with the knowledge that Shadowverse has a monthly purchase limit on crystals. The app will determine your age according to the entered birth year and month and set a spending limit according to the following:

      Monthly Purchase Limit
      – Ages 15 and under: 2,500
      – Ages 16-19: 5,000
      – Ages 20 and over: Unlimited

      Once your birth year and month are set they cannot be changed. Minors must have the permission of a parent or guardian to buy crystals. Purchase limits change at 4 p.m. (PST) on the last day of the month that the player has turned 16 or 20 years old. We are not responsible for any issues that arise from entering incorrect information.

    • What forms of payment are accepted to purchase crystals?

      Accepted payment methods differ between platforms.

      On iOS, you can use the payment methods displayed in the App Store, such as credit cards or iTunes cards.

      For Google Play, you can use the payment methods displayed in the Google Play Store, such as credit cards or payment through your mobile phone service provider.

      For Steam, you can use the payment methods displayed in Steam Wallet, such as credit cards or WebMoney.

      If you have any further questions, please contact the respective platform’s service provider.

    • Is there a monthly purchase limit on crystals?

      The number of crystals that you can buy every month depends on your age. Please enter your birth year and month when you first buy crystals.

      Monthly Purchase Limit
      – Ages 15 and under: 2,500
      – Ages 16-19: 5,000
      – Ages 20 and over: Unlimited

      Once your birth year and month are set it cannot be changed. Minors must have the permission of a parent or guardian to buy crystals. Purchase limits change at 4 p.m. (PST) on the last day of the month that the player has turned 16 or 20 years old.

    • I haven't received crystals I purchased.

      Sometimes it takes 2-3 days for purchased crystals to be reflected in your data.

      If you haven’t received them, please check your inbox to see if an email with your order number or transaction ID was sent from Apple, Google or Steam. Also, restarting your app may resolve this issue.

  • Game Data

    • Will my Device Link password expire?

      No, your password won’t expire, regardless of use.

    • Can I use the same Device Link password multiple times?

      Yes. You can use your password as many times as you want.

    • If I change my Device Link password, will my old password still work?

      No, your old password will not work.
      Device Link can only be done with your latest password.

    • Can I set a different Device Link password for each of my devices?

      Your password is linked with your User ID, so you cannot set different passwords for each of your devices.

    • How many devices can I link my account with?

      You can link your account with as many devices as you like. However, you cannot play on different devices simultaneously.

    • Will my game data be deleted if I don't play for a while?

      Your game data will not be deleted due to inactivity.

    • Will my game data be gone if I delete the app?

      Yes. When you delete the app, your game data will be deleted as well.

      Please confirm that you have linked your game data via Account Link before deleting the app, so you can recover your game data.

      Account Link can be done through the following steps.
      – More > Account Link
      – Choose the service (Facebook, Game Center or Google Play) you wish to link Shadowverse’s game data with.

      If you accidently delete your app and haven’t linked it with an account, you will be unable to recover your game data.

    • Can I link my game data between different platforms?

      Yes, you can link your game data between different platforms.

    • I deleted the app by mistake. Can I recover my previous game data?

      If your game data is already linked with other services via Account Link before deleting the app, you can recover your game data by linking your data with the same account.

      Account Link
      – Title screen > Link Data > Link with Facebook, Game Center, or Google Play

      You cannot recover your data if your account is not linked before the app was deleted.

    • My device was lost or damaged. Can I recover my previous game data?

      If your game data is already linked with other services via Account Link before your device is lost or damaged, you can recover your data on your new device by linking your data with the same account.

      Account Link
      – Title screen > Link Data > Link with Facebook, Game Center, or Google Play

      You cannot recover your data if your account is not linked before your device is lost or damaged.

    • I changed my device. Can I recover my previous game data to my new device?

      If your game data is already linked with other services via Account Link before changing your device, you can recover your game data on your new device by linking your data with the same account.

      Account Link
      – Title screen > Link Data > Link with Facebook, Game Center, or Google Play

      You cannot recover your data if your account is not linked before changing your device.

    • What is Device Link?

      By using Device Link, you can play the same account on multiple devices by creating a Device Link password, then entering it and your User ID on another device.

       
      This can be done between different platforms, and can also be used as a way to back up your game.

       
      Please make sure to remember both your User ID and password, as both are essential for this feature.

    • What is Account Link?

      Through Account Link, your Shadowverse account can be linked to an external gaming or SNS service. This makes it possible to back up your game, recover previously linked data, as well as use the same data on other devices.

       

      You cannot have multiple sets of game data on one device. Crystals are linked to your game data, not to your device(s). When you link to a service with existing data, the game data currently on your device will be overwritten.

       

      You cannot back up your data if you delete your linked account.

Contact Us

Please read the FAQ for answers to the most common questions.

  • iOS/Google Play Contact
  • Steam Contact

We might not be able to answer all inquiries.
Please send all inquiries in English.

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