You may be very surprised that the product you paid for was not delivered normally.

There may be various reasons why the product you paid for is not delivered.
This could be due to network issues such as WIFI, temporary errors, or server delays.

If you have not received the product you paid for normally,
Please submit a 1:1 inquiry by attaching your account number, order number, etc.

Inquiries received will be processed sequentially and we will respond as quickly as possible.


※ Required fields for each store ※

◆ Google Play Store: Google ID used for payment, transaction ID for the product

1) A receipt will be sent to the GMAIL address of the Google account you used to make the payment.
You can check the payment order number on the payment receipt you received.

2) You can check the order number in the payment details of Google Payment Center (https://pay.google.com).


◆ Apple App Store: iTunes ID used for payment, order number for the product

1) A receipt will be sent to the Apple ID email address you used to make the payment.
You can check the payment order number on the payment receipt you received.

2) You can also check your order number on your mobile phone.
- Settings → Username → iTunes & App Store → View Apple ID → Purchase History


◆ One Store: Mobile phone number and receipt number linked to the One Store account

1) You can check the receipt through the menu in One Store.
- One Store → Left menu → Purchase history → Click the receipt icon

I think you must have been very confused because you suddenly had trouble connecting to the game.
The phenomenon of difficulty in reconnecting after the initial connection may be caused by the following reasons.

1. When the data network and Wi-Fi communication environment are unstable
- Please check the connection status of the data network or Wi-Fi you are using.
Connection may be difficult in crowded places or places with weak communication signals, such as subways.

2. If you haven't updated Kingdom: Embers of War to the latest version
- Automatic updates may not proceed depending on network conditions or settings.
Please update the game through the market (store) you use.

3. When an update or other inspection is in progress
- Access to the server is unavailable while updates and maintenance are in progress.
We will notify you in advance through the cafe inspection notice board, so please check the inspection notice in the cafe.

You may be frustrated by the in-game delays and forced terminations (lag, crashes).

Game lag and forced shutdowns can occur for a variety of reasons,
We will guide you through the most common cases, so please refer to them for troubleshooting.

1. Lack of memory space on the mobile device and conflicts with other running applications.
- Terminate all running applications (clear background) → Mobile device settings → Device management → RAM cleanup

2. When the network (LTE, 5G) and Wi-Fi communication environment is unstable
- This may occur when the network environment is unstable when connected to free Wi-Fi or when moving.
We recommend playing the game in an environment with a stable network as much as possible.

3. If data is damaged during game installation/update process
- Mobile device settings → Application manager → Kingdom: Embers of War → Clear cache/data
- Delete Kingdom: Embers of War → Move to Market → Re-download and install

Kingdom: Embers of War minimum and recommended system requirements are as follows:

division		Minimum specifications	Recommended specifications
iOS	Operating system version	iOS 13 or later	iOS 13 or later
	terminal	iPhone 6s	iPhone 7 or later
Android	Operating system version	Android 8 (Oreo)	Android 10
	terminal	Samsung Galaxy S7	Samsung Galaxy S10

First of all, our Kingdom: Flames of War aims to be an authentic MMORPG.

The basic content in the game is guided through the guidebook in the cafe.
It is difficult to provide detailed information other than this as it is closely related to the in-game strategy.

Therefore, the hero can personally challenge and explore to gain knowledge,
Or, share your knowledge with your colleagues, gain information, and take on the challenge.

You were wondering how to enter a coupon.

For coupons, you can enter them in the in-game settings menu.

■Coupon input path
- Menu → Settings → Other → Enter coupon

I think you may have experienced a lot of inconvenience due to users who behaved in an unmannerly manner during the game.

Our Kingdom is committed to providing our heroes with the most comfortable gaming environment possible.
In addition to 1:1 inquiries within the game, we are operating a separate clean center.

If you experience any inconvenience due to a user who is not polite (swearing, using unhealthy IDs, etc.) while playing the game,
Please feel free to contact us at any time through 1:1 inquiry in the game or through the Clean Center.

■ Instructions on how to report users who play without manners

1. How to submit 1:1 inquiries within the game
- In-game access path: Menu → Settings → Other → Go to Customer Center → Report Abusing Users

2. How to apply at Kingdom Clean Center
- Please report to [Kingdom Clean Center] in the official cafe.

※. Please note that if there are any incorrect or missing items when submitting your inquiry, your response may be delayed.
※. For quick processing, please attach image data such as screenshots.

Your game use has been restricted because you have played in violation of the terms and policies.

We would like to inform you that this is a measure taken to protect heroes who are legitimately using the game and to maintain order within the game.

Additionally, in order to maintain order in the game, we ask for our players to actively report any abnormal play.

If you have been restricted from using the game even though you played normally,
Please contact us through [Kingdom Clean Center] in the official cafe.