Dear players, 《Elsword Mobile》will carry out Close Beta Test on 2016-5-12 14:00, if player encounters any problem during the Close Beta Testing period, below are the game FAQs prepared for all players, feel free to look for solutions upon encountering any difficulties.

 

Other FAQ index:                    

Diamonds, resources and payment related matters
Account issues and loss of account

Internet disconnect feedback

Third party recharge tutorial

 

Account and recharge

Q：Is characters in Android and IOS interoperable?

A：Yes, they are interoperable.

 

Q：Other than credit card, is there any other recharge platform?

A: Third party recharge through google and apple store are open to South East Asia, Russia, Dubai and Taiwan.

 

Costume related

Q：How to obtain costume?  

A: Costume is a significant way to increase character’s battle strength, below are the methods to obtain costume:

1) Limited purple ice costume can be obtained from ice blending machine
2) Purple ice costume, purple accessories and blue costume set can be exchanged from Fashion Mall
3) Purple accessories can be purchased from Mysterious Shop
4) Waist accessories can be exchanged through Arena Shop
5) Shoe accessories can be exchanged through Clan Shop
6) Rare blue costume can be obtained from irregular limited event dungeon.

 

Q：What is attractiveness?

A: “Attractiveness” is a fixed property in costume, attractiveness should be activated in “Magic Closet” upon receiving the costume, the more attractiveness it has, the higher level it is.

 

Q： Do I need to activate costume at Magic Closet after obtaining a costume? 

A: Costume system is divided into two functions, the wear attribute or attractiveness attribute

1)   Wear attribute: Put on attribute at costume interface after obtaining a costume, instantly receive attributes from the costume.
2)   Attractiveness attribute: An addition of costume to be worn outside, players are required to activate costume at [Costume Closet] to obtain attractiveness attribute, the higher level it is, the higher attributes will be given. Hence, please do not forget to activate attractiveness after obtaining a new costume~

Guang Wu strengthening / Hernial's spacetime

Q：How to obtain Valuable Guang Wu?

A: The level of value of Guang Wu is random, we recommend you to come by the Herniel’s spacetime more often to obtain the right Guang Wu for you, also do stay tuned to the Mystery Shop~

 

Q： Guang Wu strengthening failing consistently

A: There is a certain success rate in strengthening your Guang Wu, the higher the strengthening level, the lower the success rate will be. All players have equal success rate in strengthening their Guang Wu, so please remain calm and be patient if you have failed , we wish you good luck and all the best during your next try!

PS: Your Guang Wu will not fail consistently, each level has a number of limit in strengthening. If you have reached the maximum limit of strengthening you are most likely to be successful. 

 

Q： Disconnection of party in Hernial’s spacetime

A: Both parties’ internet connection should be stable when performing party creation, you will be affected if either party’s connection is delayed or lagging, thank for your supporting our game, we hope you enjoy the game!

 

Equipment refining

Q：How to refine an equipment?

A: After activating refining system, “refine” button will appear upon clicking on the accessories in blue or above~ It works by clicking on “refine”.

 

Q：Why can’t the equipment be refined?

A: Accessories attribute refining is random, please be patient, we suggest player to try out a few times of refining, we believe that you will be able to refine it to your desire attribute.

 

Q：What causes battle strength to decrease when refining has been done numerous time?

A: Refining will randomly replace one of the attribute in equipment that has been refined, if the new attribute is not what you are expecting, you may spend diamonds to undo the original attribute.

 

Clan

Q：How to join a clan?

A: Activates upon character reaching level 17 and after completing main task, open the clan icon, select your preferable clan and send in a request to join.

 

Q：What is the benefit of joining a clan?

A: Players will be able to receive clan contribution by participating clan events after joining a clan, clan contribution can be used to exchange equipments and rare shoe accessories.

 

Q：How to leave clan?

A: Proceed to guild messages interface, there is a “leave clan” button in clan’s name interface, click to leave clan~

 

Q：Can Clan be recovered after disbanding?

A: Clan is not able to be recovered after disbanding, please be cautious while operating.

 

Q：How to upgrade clan?

A: When clan’s EXP reaches a specific value, clan will automatically be upgraded; clan’s EXP increases when player participates in clan activities, example: boxing hall, mining, assaulting and clan league.

 

Q：Can clan be renamed?

A: Currently there is no function for clan rename.

 

Others

Q：What is the purpose of giving flowers?

A: Receive personality value by giving flowers to other players, player is entitled to receive a title that increases battle strength upon reaching a specific amount of personality value, settlement of flowers ranking will be made on every Monday at 03:00a.m., upon announcing the ranking of first top few players, all clan members of the player’s clan will receive a reward.

 

Q：How to increase battle strength?

A: Hi, battle strength can be upgraded through obtaining costume, upgrading pet, illusional beast, spiritual beast, equipment, Guang Wu, accessories and more.

 

Q：How to use a gift pack code?

A: Click on the character icon on top left after entering gaming interface, enter character message interface, select “exchange code” in “settings”. Redeem corresponding gift pack by inserting exchange code.

Q：Did not receive purchase order of recharge?

A：A Purchase Order is usually delivered immediately. However, due to unexpected issues we do face delays occasionally. If you are facing a delay issue, it means that your order is still in process, you do not need to repurchase because your order will be processed soon.

 

Sometimes you just need to restart the game, in order for it to reconnect to the server again to speed up the purchase process.

 

The Apple Company takes responsibility of all in- game purchases and purchase process. If you do not receive your purchased goods within or after 24 hours, kindly contact iTunes Support server on the following link given: http://www.apple.com/cn/support/itunes/contact/.

 

Q：Recharge successful, but I did not receive diamonds or recharge event rewards ?

 

A：Please submit your question directly to our customer support email for further assistance.

 

Please provide a detailed description of the problems faced, as below:

1. Region:

2. Server Location:

3. Character’s Name:

4. Detailed description of the problem:

5. Recharge Order:

 

We will take 1-2 working days to process your inquiry and come up with a feedback on the regarding issue.

If the feedback is submitted during weekends, it will be processed on upcoming Monday.

If the feedback is submitted on a public holiday, it will be processed on the day after the public holiday ended.

 

Customer service mailbox: Please proceed to our official website for more information.

 

Q：Can I undo when I accidentally use my Diamonds?

A：It is indeed sad for one to accidentally use their diamonds. Therefore, some preventive measures has been taken place in order to prevent Players from accidental use of their diamonds. For example, a pop up reminder will be shown before using them for final confirmation of consumption. This will definitely help to reduce the chances of using your diamond accidentally.

 

However, withdrawal of used diamond will affect other players as Elsword is an overly populated online game. Therefore, we cannot undo the operation or perform any withdrawal so if we return your diamonds you will then obtain some items for free; which is unfair to the other players who have put in so much time and effort in saving up and spending their diamonds in obtaining items.

 

In conclusion, your diamonds will not just suddenly disappear like that, they must have been spent.

 

Q： What causes diamonds to go missing?

A：Please check with others ( Your friends or family members) and see if  they have entered the game and spent your diamond without your consent. Or you might have logged in to the game using another device and you have forgotten to logout, which allowed others to enter the game and use your account on that specific device.

 

Our game runs on a secured system, ensuring that your diamonds safety from any unauthorized form of use. Even though we have added preventive measures, such incidents may still occur.

 

In order to prevent such similar incident from occurring, please make sure that you have set a screen lock when you have exited the game so others cannot access your device easily. Besides that, if you have logged in to your account using another person’s device, please remember to logout once you have finished. 

 

Q：Where can I find my purchasing records?

A：If you need to check your purchase history, please try the following methods: 

Android： 
1. Go to Google Wallet, login with your Google account ID
2. Select “Transaction”, you will be able to see your purchase history
3. Click on the item to see the detailed transaction records.

iOS： 
1. Open iTunes on your PC
2. Enter your user ID (your email address), select “Account”
3. Scroll down to “Purchase History”. Select “View All” you will be able to see detailed transaction records

Players who use a third party recharge channel are suggested to contact the customer service of the corresponding third party recharge provider.

 

Q: Can I trade or share game account?

A: Trading or sharing an account with other players violates our terms of service.

We can’t guarantee the security of the account that has been transferred to another player. At the same time we reserve the rights to disposal and banned the account that has not been authorized for buying, selling or, sharing.

 
There are3^rdparty websites who sell Games currency on a discounted rate, these services are often associated with Criminal group, they carry out these activities by stealing credit card account. We strictly prohibit the use of 3^rd party website to buy game currency. We have the rights to permanently disableaccounts that use such sites to make a purchase.

 

Q：I forgot my Account or Password, how toretrieve them?

A：Don’t worry, you are provided with a self-service “siamgame” password retrieval function. Please go to game login page, select “Forgot Password”, you will be guided through the process to retrieve your password. (Provided you must have an accurate bind with an email address that can receive verification codes)

 

If you are unable to retrieve your account and password with the above method, please contact our customer service via email with below information!

 

Loss of account information      

1) Accurate game account name (If forgot, information as below are to be provided.)
2) Accurate region (Southeast Asia, Europe, USA, Russia & Dubai, Taiwan & Hong Kong)
3) Accurate Server
4) Exact Character Name
5) History of credit order number (It will help to retrieve your account info, don’t have to provide if no credit order has been done previously)

 

Due to account security considerations, we will request more information for loss of account. Your understanding is very much appreciated.

 

“Guest Account” binding tutorial

 

Q: What is “Guest Account”?

A: [Guest Account] is to bind user’s account, users that have not binded [Guest Account] can only login from designated platform but unable to login from other platforms, this account does not require any password, thus the security of the account is very poor.

 

”Guest” Account Bind Method:

 

Step 1:

While waiting for the game to load after clicking login, quickly click “Bind Account” button on the lower right.

 

Step 2:

Please insert the ID (It must be an email address) for registration together with password, and click confirm, account successfully binded.

Please remember your ID and password.
 

You may now enjoy your game without any worries after binding account~~

l   Gaming related equity policy message

 

Dear players:

We are committed to achieve compliance in bringing in an equitable game!

 

According to our gaming equity policy, usage of third party software that affects the game will face strict disciplinary action, such account will be banned temporarily, or permanently. Using “Bot” or “Plugins” is an act of cheating, we strongly advise you to uninstall these software if installed.

 

Through this warning, we hope that all players are able to enjoy the game in a fair gaming environment.

 

Please take note:

 

* Our staffs will proceed to investigate the account for those who have reported in involving third party program usage

 

*This will not be a one-time disciplinary act, but a continuous action, to ensure that the game is functioned in a fair environment

 

* We will not hold any action towards account that has been reported previously; however from this moment onwards, whoever involved in the usage of third party software will be dealt with strictly.

 

* Disciplinary action will be taken in different phases, hence not all accounts which have involved in the usage of third party software will be banned at once___As mentioned previously, we will persevere in the implementation of actions to maintain a fair gaming environment.

 

l   Third party softwares

 

Third party softwares are usually unauthorised and able to alter gaming experience through the software itself. Third party softwares can be advantageable by altering part of the functions in game, however it is also a threat to your account privacy and security.

 

Third party software usually includes:

 

1. Hacker program, “plugin”or other programs that allows to alter the game content.

2. “Bot” or able to function gaming features/scenario in the game automatically.

3. Any of the programs that are able to make changes of gaming process.

​

Unauthorized diamond/items trading and ruining the game economical order

 

l   Account trading

 

Account sellers usually advertise characters with higher level, through different kinds of messages to trick players who have high intention to speed up the gaming progress in game.

 

Risk of trading an account:

 

1. Seller may not provide any account as promised after receiving illegal payment.

2. You can’t guarantee that the seller will not be using the account in the near future.

3. Seller may sell the same ID to several players.

4. You may not know the status of the account, it is possible that the account has been banned permanently.

5. The security of the sold account can’t be guaranteed; Siamgame will not provide any customer service support towards such account.

6. Even if you have spent a huge amount of money to the account, the account does not belong to you forever.

 

l   ​Consequences statement

 

Scamming, cheating and other behaviours which involve the business practices in game are serious violations of Siamgame’s Terms of Service. Significantly these acts are direct threats to player’s account and security. Any accounts involving these acts will face revocation of diamonds and account being temporarily or permanently banned as punishment.

 

Customer service will not be providing any support to account that involves in scamming. At the same time, this is to avoid scammers to utilize the same account to carry out scam services in future.

 

To ensure the safety of your account, please avoid the above behaviours, participating in any of the above actions will only be harmful towards yourself.

Encountered Network Disconnection issues? Don’t worry! 

 

Our team is committed to provide a better gaming environment, to let the players enjoy a better gaming experience. In fact, the team is optimizing the server and network environment in stages at each region, to be able to resolve your problem thoroughly, we would advise you to contact our Customer Support Centre and provide us with further information:

1.  Country:

2.  Region:

3.  Server Location:

4.  Character’s Name:

5.  Network Operator:

6.  Detailed description of the problem:

7.  Equipment Brand & Model:

8.  Contact (email or Mobile number):

 

The information submitted will be sent to the local network operator in real-time, once the 24hrs online support received your feedback, they will look into your problem immediately, and resolve your issue, to ensure you can continue to play the game.

To avoid losing your resources and other damages during the network disconnection, we suggest you to ensure the network stability before proceed to any important Match.

 

Additionally, Tips by Escort Team from Earl: Please ensure in the settings, you have selected the country and language as your current location, this will ensure your network perform at its level’s best!

 

Foreword: Siamame.in.th (hereinafter referred as the site) practices absolute respect and protect your personal information with high security and privacy. To help you understand how we collect and use the information we collected from you, please read through the Privacy Policy.

 

1. Information collection purposes

When you areregistered as a member, the system requires you to provide your personal information, consist of Name, Mobile, Email etc., this information required for your future purchases in the game, item records, cumulative credits, and messaging.

2. Used of Cookies

To provide a better personal experience to player, we will use Cookies to store certain information to trace the player information. The used of cookies is based on: Estimation on number of visitors, measure on browsing method. These information are used only on commercial and marketing analysis or training purposes. Cookies will also be provided to 3^rd party members, example, advertising company which advertises advertisement pages on our website, these advertising company can use Cookies to collect information other than your personal information. Advertiser can use the information for their market and impact analysis; all data are only used of analysis purposes.
 

3. Data Sharing

The site will not sell or loan your personal information to other groups or individual, except from below scenario, the site will base on the Policy principles, and share your personal information with 3^rd party members.

1.  To provide you with other services or promotions, this will required to share your personal information to respective individual or company, the site will provide a full description in the activity, you can choose to accept or reject such services or promotions.

2.  Required by judiciary; or we found that you have illegal activities over the website. Taking account of the public safety, the site will coordinate with the judiciary to provide relevant information to assist in the investigation.

4. Interfacing Website

Other interfacing website provided by the site may have different declaration or rules, you are responsible to review and understand them, and the site will not be providing any support or protection on issues related to privacy for the interfacing website.

 

5. Self-protection measures

Please take care of your own account and password or any personal information, do not provide your personal information to any individual, if you are sharing your computer or using a public computer, please remember to logout, ensure you close the internet browser, this is to avoid your personal information being retrieve or read by others.

6. Privacy Statement of Changes

The site reserves the rights to amend the privacy statement, any amendment the effective date will follow the site announcement. 

 

You are able to activate your Illusional Beast when you have reached level 11. Besides having an extremely adorable appearance, it is a helpful combat companion as well.

 

1. You will need to reach the required level of the Sub-element Phylym in order to unlock new Illusional Beasts.

 

2. New Illusional Beast Unlocked

 

 

3. Click on Summon Setting, add the newly activated Illusional Beast into Summon position.

 

 

 

2, Mount System

 

 

Riding an Illusional Beast is equivalent to riding a Bike, you may ride in the castle and to non-combat regions. This does not affect your summoning system as those that were summoned can still be in combat mode as a significant combat asset. However, a period of time is required to tame an illusional beast, hence the taming process will be activated when you have reached level 4 and above. 

 

Domestication Grass is the key element to tame an illusional beast. Illusional beasts share a common love for this grass. To obtain this, you will have to participate in the Guild Battle once every 2 days.

 

After a period of Cultivation and Domestication, you can then ride on your Illusional Beast when they have reached level 1. Riding an illusional beast is the same as riding a bike, you will get additional attributes from it, and you can also receive extra attribute rewards if it is your first time activating the illusional beast feature. Hurry and start taming your very own illusional beast now!

 

 

 

1. Parental’ Guide 

As a parent, you may want to ensure about the safety of the game to you and your child as well as some questions to it, such as age limits, in-game purchase, terms of service and policies.

We hope to provide you with sufficient information which can answer your questons.

To ensure you are playing the game in a safety and controlled environment, our game always follow below principles: 

We are hoping for you to experience the complete game autonomy, while playing Siamgame. That means, before you or your child download the game, we will provide you with game-related information, and this will allow you to fully understand the game and in-game purchase.

When you or your child encountered game related issues, you may quickly get a resolution. We also provide support services, you can contact the corresponding company to seek more support: in normal circumstances when you encounter problem with purchase issues, please contact Google or Apple, they are responsible for order and refund related issues; if you encounter problems with the game, you may contact us directly.

2. My child accidentally bought something in the game, can it be refund? 

Same as most of the downloadable products, under the normal circumstances, products that purchase through Games Store are non-refundable. Of course there are exceptional cases. All our in-game purchase are handle by Apple INC. or Google INC. Apple INC. and Google INC. have a professional team to resolve all the refund request, information as below:

If you are on iOS: Enter to Apple Inc support page, select “Contact iTunes store support” Page, enter to “purchases, billing and redemption”, select the options.

If you are on Android: Enter to Google Inc support page, use the search (English Only) “Contact Us” by using email or phone to contact google customer support agent.

l  Herniel’s Spacetime

Herniel Space Time will be opened when Elsword Mobile has obtained Guang Wu. Join the challenge in the Herniel Space Time to obtain large amount of Guang Wu, it can be used to strengthen or develop Guang Wu with a higher attribute!

 

　

Guang Wu, Guang Wu Fragments and Amulets will drop in this dungeon. The purpose of this dungeon is to help players develop and forge the perfect Guang Wu! As you level up, more relics will be unlocked and you will then have to spend gold ingots every time you challenge a dungeon.

 

Item drops in the dungeon will depend on the level of difficulty. The consumption of gold ingots will be higher depending on the difficulty chosen! Free search chances are available to all players every day. The chances will be reset at 5 o’clock daily. If you did not finish your daily chances, it will then go to waste!

 

 

There are a total of 8 rooms to challenge every time. Complete these 8 rooms to complete the challenge. Mid-game quitting will end your current search and progress. Entering the challenge again will cost gold ingots once more.

 

You may encounter creeps, elites or BOSS each time you flip a card, and you can choose to help your friend during a challenge, having a reliable friend in combat can ease your burden!

 

The difficulty level of the dungeons in the earlier stages are not that difficult compared to the dungeons in the later stages as you may be killed in a second if you are not careful enough! You have a certain amount of chances to revive, the elf that you met in the dungeon is able to give you free chances to revive.

 

Do not leave the dungeon immediately after completing a stage, you have to challenge all 8 stages to obtain the rewards. If you choose to leave before completing all 8 stages, your progress will be lost and you will not be able to continue from where you left off.  You will need to spend gold ingots again when you re-enter the dungeon.

l  Guang Wu

I am sure that all of you are now very familiar with the Guang Wu system in Elsword Mobile. However, it is difficult to pick the right Guang Wu that suits your character’s occupation specialty because every requirement of Guang Wu is different.

 

 

The level of value of the Guang Wu is by random, we recommend you to come by the Herniel Space Time more often to obtain the right Guang Wu for you, also do stay tuned to the Mystery Shop~

 

There is a certain success rate in strengthening your Guang Wu, the higher the strengthening level, the lower the success rate will be. All players have a equal success rate in strengthening their Guang Wu, so please remain calm and be patient if you have failed , we wish you good luck and all the best during your next try!

 

PS: Your Guang Wu will not fail endlessly, each level has a number of limit in strengthening. If you have reached the maximum limit of strengthening you are most likely to be successful. 

　　1 HP = 0.625

　　1 ATK = 3.9 battle strength

　　1 DEF=6 battle strength

　　1 EVADE=9.6 battle strength

　　1 Decrease injury =4.54 battle strength

　　1 CRIT=6.85 battle strength

　　1 HIT≈7.2 battle strength

　　1Double Injury ≈5.2 battle strength

　　1TOUGH ≈3.5 battle strength