FAQ

[General] How can I get a refund?

If you haven't used the purchased item yet, you can request a refund within 7 days of the purchase.
Please submit a refund request to the platform provider, depending on your device.
Note that we do not store any purchase information and cannot access your purchase history.

[General] My account is banned. What do I do?

If your account is banned, you should be able to check the reason for the ban from a pop-up window once you log in.
If you have any questions about the restriction, please submit a ticket through our customer support page with a screenshot of your pop-up window attached.

[General] Where can I get help or find more information?

If you want to see more information about the game, you can find our Help menu by following these steps:
1. From the Lobby, click your Admiral avatar on the top-left corner of your screen.
2. Click the "Options" button with the gear icon.
3. Click the "Help" button with the information panel icon.

[General] How can I contact support to send bug reports/feedback or get assistance?

You can contact our support team by using the "Contact Us" feature. To do this, follow these steps:
1. From the Lobby, click your Admiral avatar on the top-left corner of your screen.
2. Click the "Options" button with the gear icon.
3. Click the "Contact Us" button with the headset icon.

[General] I want to delete my Rise of Stars account.

If you wish to delete your account, follow these steps:
1. From the Lobby, click your Admiral avatar on the top-left corner of your screen.
2. Click the "Options" button with the gear icon.
3. Click the "Account" button with the panel icon.
4. Click the "Delete Account" button.

Note that an account cannot be deleted if it matches any of the following criteria:
- A management slot is currently in use (you have a fleet deployed).
- Your account is currently a member of an alliance.
- Your account is currently appointed as chancellor or is currently a member of the council.
- Your account has items waiting to be claimed within your inbox.

If you want to cancel your account deletion, log into the account you have requested for deletion.
Once logged in, a popup will appear with the option to cancel your account deletion.

Note that this can only be done within 7 days from the initial submission day for the deletion.
Please be careful as your account cannot be recovered once deleted.

[General] How do I change my national flag?

You can change your national flag by following these steps:
1. Click your Admiral avatar on the top-left corner of your screen.
2. Click the national flag icon on the left of the Admiral Name.
3. Select your preferred flag.
5. Click the Confirm button to save your changes.