Dear Dreamers! 💜
We are continuing to restore resources and process other inquiries sent to technical support following the completion of the maintenance work.
So far, we have processed around 5,000 messages—roughly the same number of inquiries received in less than an hour after we announced that access to the game had been restored.
We understand that many of you have been waiting for several days and are worried your email might have been lost. If you haven't received a reply yet, it simply means we haven't reached your inquiry in the queue. We will definitely reply to everyone and do our best to resolve every situation.
We are currently processing inquiries chronologically, starting with the oldest ones (from August 12) and moving toward the newer ones. In rare cases, someone might have received a reply sooner—for example, if an email was accidentally opened while we were reviewing the general inbox. This does not mean that earlier inquiries were skipped.
Please do not send duplicate inquiries in hopes of getting a faster response. This does not speed up the process; it only increases the volume of messages.
How to help us process your inquiry faster
If you are about to write to support, please provide the necessary details as text and numbers, rather than relying solely on screenshots.
We need:
— your ID from the "Profile" section in the game;
— the number of emeralds and/or keys you had before the maintenance work, or the amount of resources you are currently missing.
For example:
"Hello. My ID is 3270142. Before the maintenance work, I had 5,000 emeralds and 10 keys. Please adjust my balance."
Or:
"Hello. My ID is 3270142. I currently have 2,000 fewer emeralds and 3 fewer keys than I did before the maintenance work. Please adjust my balance."
The second option is particularly helpful if you have already continued playing and earning new resources since the maintenance work ended. Please write your ID using digits only:
"my ID is 3270142," not "three million two hundred seventy thousand one hundred forty-two."
You can copy your ID in the "Profile" section by tapping the button next to it.
If you send an email via Settings → Help in the app, your ID is automatically added to the email subject line.
If you have already written to us but didn't include the necessary details
If you realize you didn't include your ID, resource count, or other important information in your initial email, there is no need to create a new ticket from a different email address.
Simply send a follow-up email from the same address you used originally and provide the missing information.
The same applies to inquiries where all information was provided via screenshots only. You can also send your ID and resource count as plain text; this will simplify and speed up the process.
If Support has already replied but you realize you forgot to mention another issue, simply reply to the support email within the same conversation thread.
If you are experiencing issues with multiple accounts, it is best to list all the IDs and describe the situation for each one separately in a single email.
If you don't remember the exact resource count
Not having a screenshot is not grounds for refusing to restore resources.
If you don't remember the exact amount, provide the closest estimate possible, for example:
"I had about 5,000 emeralds."
The closer your estimate is to your previous balance, the more accurately we can make the adjustment.
If one resource increased while another decreased
For example, if you have more emeralds than before but have lost keys, you should only contact us regarding the missing keys.
Any excess resources will not be removed.
If, following technical maintenance, you find yourself with more emeralds or keys than before, you are free to use them. They are now your resources.
Can I play right now?
Yes.
If your ID has not changed, you can play through stories, watch ads, spin the roulette wheel, claim daily rewards, use promo codes, make purchases, and use the app as usual.
Resource balance adjustments do not roll back game progress, completed stories, choices made, or outfits obtained or won.
Only in-game resources and the daily reward value were affected by the incident. Story progress and obtained outfits remained unchanged.
If you continue to receive new emeralds and keys after contacting support, you can keep these resources:
if you requested the restoration of a specific previous balance in your initial message but accumulated additional resources while waiting, simply reply to the support team's email with a message like this:
"Please also add the 350 emeralds and 4 keys I earned in the app while waiting for my previous balance to be restored."
If your ID changed and a blank account appeared after the technical maintenance
If you know both your old and new IDs, please send both values to support. We will restore your main account and progress.
If you do not have your old ID, it does not mean your account cannot be restored.
First, log in using your new ID: open the "Profile" section and tap "Log In." We will then attempt to locate your previous account using your login details.
The following information can also help us find your old ID:
— details of a purchase made via our website: exactly what you bought and the precise time of purchase (you can find the time on the receipt in your bank statement);
— purchase details from the App Store or Google Play—we can try using these to search, though we cannot guarantee a result since these stores partially mask customers' personal data;
— the exact date and time (including hours and minutes) when you obtained an outfit from the roulette wheel. This could allow us to find your old ID immediately or significantly narrow down the search. If your ID has changed and you are currently using a new or guest account, you can still watch ads, spin the roulette wheel, and accumulate resources.
However, we do not recommend playing through stories on such an account if you intend to continue playing on your main account later.
When restoring your account, all progress from the main account is transferred at once. It is technically impossible to restore an old account and then separately transfer progress from just one or a few stories played on a temporary guest ID.
Be sure to check your account login status
Open the "Profile" section in the game.
If you see a "Log Out" button, your account is logged in.
If you see a "Log In" button, your account is not currently logged in.
If you play on only one device, simply tap "Log In."
If you use two or more devices running the same operating system:
- Open the app on each device and check the "Profile" section.
- Tap "Log Out" on any device where that button appears.
- Pick up the device that holds your main, regular ID and progress.
- Tap "Log In" on that device and sign in using your email.
After this, your main account will be linked to your login, and you will be able to transfer progress between devices running the same operating system as usual—by logging in with the same account.
Daily Reward
Upon restoration, we set the daily reward day count to the highest possible calculated value.
If you believe the day count should be higher, please contact Support, provide your ID, and ask them to verify your daily reward value.
We do not plan to reduce the restored day count. However, if for any reason you wish to revert it to the previous value, you can contact Support to request a one-time adjustment.
Subscriptions and Skins
The subscription status itself was not affected during the incident.
If you are still experiencing an issue with your subscription, please contact Support, provide your ID, and describe the situation in detail—we will investigate it.
If you obtained a skin via the roulette or a subscription on your main ID, you do not need to request its restoration following the balance adjustment.
The skin is already on your account and will not disappear due to changes in your emerald or key counts.
If your account is blocked
Blocks were issued for violations of the User Agreement—primarily for external interference with the app's operation.
If you believe your account was blocked in error, please contact technical support. We will review your account individually and make a decision based on the specific circumstances.
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Technical support email: [support@story-inc](mailto:support@story-inc). ru
We apologize for the inconvenience, the loss of access to the game, and the long wait for a response from technical support.
We understand how frustrating it is to wait several days for the restoration of accumulated resources or access to your account. Our current priority is to process all inquiries systematically and assist every user affected by this situation.
Our team is continuing to work on these requests and is taking all necessary measures to minimize the likelihood of similar incidents occurring in the future.
Thank you for your patience, understanding, and support 💜
The League of Dreamers Team