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

  • Frequently Asked Question

    • 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.

    • Restriction of Phoenix Roost

      We have found some issues with the Dragoncraft card Phoenix Roost. From 11:00 p.m., Apr 2 (PT), this card will be unavailable for an indefinite period of time on the Decks screen. It will also be unavailable in ranked, unranked, Take Two, regular private, Take Two private, main story, and practice matches. Phoenix Roost can still be drawn from the Standard card pack.

       
      We plan on resolving this issue in the coming days and apologize for the inconvenience caused. Thank you for your understanding.

    • I cannot create certain cards.

      Animated and Basic cards cannot be created.
      Animated cards can be obtained by card packs and Basic cards by progressing in the game.
      Unfortunately, we are not able to disclose how you can obtain Basic cards.
      We would like every player to have various types of matches.

    • My master points went down to 0.

      Master points are reset at 4 p.m. (PST) on the last day of the month and start from 0 again.

    • When will the monthly purchase limit be reset?

      The monthly purchase limit is reset at 4 p.m. (PST) on the last day of the month.

  • Known Bug

    • Bug List

      – Some suspended matches (Best of 3, Best of 5, Take Two: Create your own deck, and Take Two: Create opponent’s deck matches) can’t be resumed.

  • General Gameplay

  • Rule

  • Card Ability

  • 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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