The counter is reset every day at 12 AM PST, so please try again after 12 AM PST. (Please do not contact us about issues watching videos for Diamonds, as we have no control over the availability of videos.)
Why can't I unlock His Side Story even though I have enough Keys to His Heart?/There's a chapter telling me I can choose from 2 endings, but why didn't I get that option?
Some His Side Stories require you to finish one of his Endings first. After you finish one of his Endings, you must get to that part of his Story again, then you will be able to unlock it. These His Side Stories have 2 Endings on the icon--it does not mean that you can choose from 2 endings in that chapter.
When do my 5 free Tickets get restored?
Up to 5 free Tickets will be restored at 5 AM PST every day. Only the amount of free Tickets used before 5 am PST will be restored.
Up to 5 free Tickets will be restored at 5 AM PST every day. Only the amount of free Tickets used before 5 am PST will be restored.
The Login Bonus for that day is available for 24 hours from 12 AM PST. Log in once a day after 12 AM PST to get your daily Login Bonus.
I got Closet space but it's not in my Inventory or Inbox.
Closet space is automatically added after claiming it from your Inbox. If you purchased it from the Item Shop, it will be used immediately, so there's no need to claim it from your Inbox.
Why did I not receive a bonus after completing the requirements for the beginners' mission?
The prizes are not automatically sent out after completing a mission. After fulfilling the requirements for a mission, please tap that panel on the beginners' mission page and it will be sent to your Inbox.
When can I receive the bonus for the mission login tomorrow?
After logging in the following day after 12 AM PST, please tap the login tomorrow panel on the Mission Board for your prize to be sent to your Inbox.
Why am I not receiving double the items during Lucky Time?
The Lucky Time Schedule is displayed in your local time according to your device settings. Please check to make sure which type of Lucky Time is happening.
Can I play the tutorial again?
You cannot play the tutorial again, but you can re-read the Prologue story by going to Memories > Saved Stories > Filter by Character > Common.
What should I do if the app suddenly stops working?
Please try the following:
1. Close out of all other apps.
2. Clear the cache.
3. Restart the app.
* If you try the above and the problem is not solved, please make an inquiry with the details of the error.
In what time zone are game notifications posted?
The time displayed for game notifications is in PST. In places where PST is NOT noted, it is converted to your local time zone automatically.
Can I change my nickname?
You may change your nickname by tapping the Menu button > Profile > Edit Name at the top of the screen.
Can I search for my friend just by their in-game nickname?
Unfortunately, you may not add friends just by their nicknames.
You must have their Friend Code or Player ID to specifically add them.
Transferring data from previous device
I opened the app and all of my game data disappeared. What can I do?
Please try logging back in with your Google or Facebook account.
If that did not work, please fill out an inquiry form under the subject, gTransferring data from previous device.h
I linked my Google/Facebook account, but I'm having trouble transferring data to my new device.
Follow the steps below to recover your account.
1. On your new device on the main screen, under the Tap to Start text, select Link Account, then select Link Google/Facebook.
2. Tap Confirm, and log in to the Google/Facebook account that you linked your game to. (Your previous data will NOT be overwritten.)
3. There should be a popup saying linked account found. Tap Link Account, and after the game restarts, you should be able to continue your saved game as usual.
Please note that you can only link one game account per Google/Facebook account. If you attempt to link more than one game account to the same Google/Facebook account, your current game will be overwritten by the game account already linked to Google/Facebook.
Purchased Diamonds not appearing
I purchased Diamonds but they are not showing up.
If you received confirmation of your purchase and your total Diamonds haven't updated, please close down the app completely, then open it again and access the Diamond Shop. This should automatically recover your missing purchase. Please note, it may take up to 24 hours for purchased Diamonds to be reflected in your account.
If your Diamonds have not been reflected after waiting 24 hours and trying the above recovery method, please fill out an inquiry form under the subject Purchased Diamonds not appearing.
Why is my paid content not showing up during the middle of an event?
During events game access is increased and may lead to errors in Diamond purchases.
The beginning of events and during the end/beginning of the month are especially traffic-heavy times. Please try and avoid these times.
We are sorry for any inconvenience caused because of this.
When purchasing Diamonds, the error code 15004 is displayed, and the purchase fails.
This code is displayed when there's a problem with the connection. Please double check your connection (using 4G or wifi), and try again later.
Error during a campaign/event
I got a story, but I can't find it in the Memories section.
In cases where you have a large number of stories for a particular character, the page will automatically tabulate, and there will be multiple pages to read stories from. Please check the other pages for the story. (In some cases, the story may also be listed in the Common section of the Saved Stories page.)
Voiced Data is not playing properly
Why isn't the voiced data playing correctly?
Please try the following to solve this issue:
1. Restart the app, and adjust your Media Volume by pressing the button on the side of your device.
2. Change the Sound Settings in the game.
You may be able to restore Voices/Sound to your game by adjusting your in-game settings.
1. Access the Menu.
2. Go to Settings/Help.
3. Tap the Settings button.
4. Switch Sound Effects and Music to hOFFh.
5. Switch Voices to hONh.
3. If the voiced data still doesn't play after trying the above, you can also try re-downloading the data itself.
ETap the Settings Button while in the middle of the story, switch Voice Settings to ON, OFF, and ON again.
EYou can also re-download voiced data from the Top page of the game by tapping Download Data Again.
4. Improve your Connectivity
Depending on your reception, the app may not be able to download the Voiced Data correctly.
1. Move to a place with better reception or switch to Wi-Fi.
If you still cannot hear Voiced Data even after trying the above, please contact us by selecting hVoiced data is not playing properlyh on this form.
Why is the download taking a long time? / Why do I get a server error when trying to download the game?
Please note that the initial download may take a while to finish.
If you get a pop-up saying there's a server error, close the app and open it again and it will start where it left off.
You may have to do this several times until the download is over.
Miscellaneous in game error
Why can't I unlock His Side Story even though I have enough Keys to His Heart?/There's a chapter telling me I can choose from 2 endings, but why didn't I get that option?
Some His Side Stories require you to finish one of his Endings first. After you finish one of his Endings, you must get to that part of his Story again, then you will be able to unlock it. These His Side Stories have 2 Endings on the icon--it does not mean that you can choose from 2 endings in that chapter.
When do my free Tickets get restored?
Up to 5 free Tickets will be restored at 5 AM PST every day. Only the amount of free Chapter Tickets used before 5 AM PST will be restored.
Why did I not receive the next day's Login Bonus?
The Login Bonus for that day is available for 24 hours from 12 AM PST. Log in once a day after 12 AM PST to get your daily Login Bonus.
Why did I not receive a bonus after completing the requirements for a newbie mission?
The prizes are not automatically sent out after completing a mission. After fulfilling the requirements for a mission, please tap that panel on the beginners' mission page and it will be sent to your Inbox.
When can I receive the bonus for the mission login tomorrow?
After logging in the following day after 12 AM PST, please tap the login tomorrow panel on the Mission Board for your prize to be sent to your Inbox.
After logging in the following day after 12 AM PST, please tap the login tomorrow panel on the Mission Board for your prize to be sent to your Inbox.
Please try the following:
1. Close out of all other apps.
2. Clear the cache.
3. Restart your device.
4. Restart the app.
* If you try the above and the problem is not solved, please make an inquiry with the details of the error.
Why is the download taking a long time? / Why do I get a server error when trying to download the game?
Please note that the initial download may take a while to finish. If you get a pop-up saying there's a server error, close the app and open it again and it will start where it left off. You may have to do this several times until the download is over.
I didn't get my Diamonds from Tapjoy.
If you didn't get Diamonds from completing a Tapjoy offer, please contact Tapjoy directly. (How to contact Tapjoy customer service: open the Offerwall > tap the three lines in the top left > select Reward Status > select the offer you want to inquire about.) Please note that we do not handle inquiries regarding Tapjoy.
I got a story, but I can't find it in the Memories section.
In cases where you have a large number of stories for a particular character, the page will automatically tabulate, and there will be multiple pages to read stories from. Please check the other pages for the story. (In some cases, the story may also be listed in the Common section of the Saved Stories page.)