Frequently Asked Questions

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You can download the game  from the App Store or Google Play Store, depending on your device.

Black Tides is currently available on iOS and Android devices.

Yes, you can sync your progress by logging in with the same account on multiple devices.

No, our games require an internet connection to play.

1. Restart the Game.
   
2. Restart Your Device.
   
3. Check Your Internet Connection: (Especially for loading or connectivity problems)
   
4. Ensure the Game is Updated: (For installation/update issues or general stability)
   
5. Free Up Storage Space: (For installation issues or performance problems)
   
6. Check Device Compatibility: (Poor performance or the game not working at all)
   
7. Reinstall the Game: (As a last resort for persistent issues)
   
   As a more drastic step, you can try uninstalling and then reinstalling the game. Please note that this might result in data loss. 

If you are experiencing crashes, reinstalling the game sometimes helps. However, reinstalling the game should be the last resort to try, and should only be attempted if your game is constantly crashing since it might result in data loss. 

On Android

Try the following steps:

1. Exit the game; go to your device’s Settings and tap on Apps;
2. Tap on the games App Icon and choose "uninstall";
3. Restart your device;
4. Go to the Play Store, reinstall the game and launch it;
5. Go back to in-game settings and log in to load your progress.

On iOS

Try the following steps:

1. Exit the game;
2. Locate the Game Icon, tap & hold it until it begins to wiggle;
3. Tap the X in the corner of the icon, and agree to delete the app;
4. Open the App Store, and download the game;
5. Launch the game and log in to load your progress.

Connectivity issues can occur for many reasons:

• Weak or broken device connection
• Unstable signal connection
• Low reception (e.g. playing in an underground metro tunnel)
• Low performance device
• Server downtime and app maintenance

For the best playing experience, it's important that you are connected to a reliable network and that your device's signal is strong. Full WIFI bars or mobile (cellular) data coverage alone is not always enough to guarantee a solid connection, since local networks can slow down and get overwhelmed at times. This is especially true if you play in a moving vehicle or on underground public transport.

As with any other online service, we recommend playing over WIFI with a good internet service provider, or at least a solid 3G/4G/5G connection with a reliable carrier.

If your connection isn’t the problem, try:

• Making sure you are playing the latest version of the game
• Closing any apps running in the background
• Clearing your cache (at your own risk)
• Restarting your device

When you begin playing 'Black Tides: The 10 Crowns,' you will have the opportunity to choose a clan to align with. This is a permanent choice for your account, and you will remain with that clan throughout your gameplay journey. 

There is currently no in-game chat functionality available in 'Black Tides: The 10 Crowns'. However, if you've joined a clan, many players coordinate and chat within our official Discord server. You can join our Discord here, and find channels related to different clans and general discussions. 

For information on a specific mechanic, we recommend checking the in-game tutorial, which provides detailed explanations and guidance. 

Black Tides is primarily a single-player experience for now, with no player-versus-player (PvP) mechanics. This lets you focus on your adventure and progress through the game without the risk of losing what you've earned.

While we may implement PvP in the future, we will never do so at the cost of your game progress. However, you can still compete with others through our high-score system, where you can prove you're the best of your clan or even the best in the world.

Either check our in-game codex or click here to find out more about the world of Black Tides, our current game.

For more detailed discussions and strategies related to a specific game mechanic or subject, you may find helpful insights from other players in our #help-and-strategy channel on Discord.

Sometimes there can be a slight delay in processing. Please try fully closing and restarting the game. If you still haven't received your purchase after a few minutes. If the problem still persists:

On Android

• Verify that you’re logged in with a valid Google account.
• Enter your Google Play account and check your payment method and billing address.
• Update your Google Play Store application.
• Restart the game. The servers may have been too busy to process your order at the time.

On iOS

• Ensure that In-App Purchases are enabled on your device. Go to Settings > Screen Time > Content & Privacy Restrictions > App Installations & Purchases > In-app Purchases.
• Check that your device is set to the correct time and date settings.
• Ensure that your Apple ID payment method is valid, and your credit card’s verification code has been entered correctly.
• Ensure that you’ve accepted iTunes Terms and Conditions: tap your account, log out of iTunes and log back in (Settings > Apple ID > Media & Purchases > Sign Out, then log back in).
• Contact your credit card provider and check whether your card has any restrictions on in-app purchases.

If these don’t help, we kindly recommend that you contact Google Play or Apple regarding your issue. The in-game purchasing system is completely facilitated by your mobile platform provider, and they will have much greater access to your account information.

To review your purchase history, please check the guides below:

On iOS:

1. Open the Settings of your device

2. Tap on your username, then tap ‘Media & Purchases’

3. Sign in with your Apple ID

4. Tap on ‘Purchase History’

Here’s the Complete Guide on how to see your iOS purchase history from different platforms.

On Android:

1. Open the Google Play Store app

2. Tap your Account icon

3. Choose ‘Payment and Subscriptions’

4. Select ‘Budget and history’

You can also enter Google Payments, then log in with your desired Google account.

Since all purchases are handled through the Apple App Store and Google Play Store, refund requests must be submitted directly to them according to their policies. You can usually find the option to request a refund through your purchase history in your Apple App Store or Google Play Store account. 

We understand this is a serious issue. Since your game account is linked to your Google Play Store / Apple App Store account, the primary method for account recovery is through those platforms. Please try to recover your Google / Apple account using their respective recovery procedures. If you regain access to your account, you should be able to access your game progress again. 

You can delete your account and associated data in-game. If that does not work, please contact us directly via email at admin@empyrean-softworks.com. We will guide you through the necessary steps to process your request, in accordance with our Privacy Policy. 

We take your privacy seriously. You can find detailed information about the data we collect and how it is used in our Privacy Policy, which is available on our website here.

If you have been banned or suspended, you should have received a notification explaining the reason. If you believe this was in error or wish to appeal the decision, please contact us directly below with your Player ID and a detailed explanation of your appeal. Our team will review your case. 

You can find all our legal documents, including our Terms of Service, EULA (End User License Agreement), Cookie Policy, Privacy Policy, and Opt-Out Agreement, on our footer at the official website: www.empyrean-softworks.com. Please refer to that page for detailed information.