FAQs English version

Last-modified: 2024-01-17 (水) 05:40:43

Switch to Japanese version
References 1:https://kairopark.jp/android/en/faq.html
References 2:https://kairopark.jp/iphone/en/faq.html

Some content is only available in the Japanese version of the FAQs.

  • Please reconsider the necessity and importance of support before contacting us. We understand that there are many things we may not be able to do, but please be patient with us.
  • It is created mainly for smartphones. (Android / iPhone) If you are unable to reach a solution, please contact support. Please send fan letters and other correspondence to this address.
    Feedback, not writing in reviews, will always be read by a support representative and replied to as necessary. The content of the inquiry will be reflected and may be improved at the time of ver.update. Please keep in mind that they will not always be replied to.
  • Regarding your comments and requests for UI/UX design involving the game system, game balance, appearance, and operability, which you have often pointed out on product review pages and personal blogs, if possible, please actually join Kairosoft, Inc. and work as a member of the development team to solve the problems. We would be happy to hear your comments and suggestions. Job Opportunities at Kairosoft, Inc.
  • Q1-Q8 are the list of questions and answers by the chatbot on the official website/FAQ Plaza.

Hello! Thanks for getting in touch. What can I help you with?

  1. Android
  2. iPhone
  3. FAQs for Japanese version
  4. FAQs of free games for PC
  5. Subscription
  6. When an advertisement video with rewards (rewards) such as stamina recovery, medals, coins, etc. suddenly cannot be viewed for several days
  7. About Video Distribution (Cartoon)
  8. Business inquiries and Kairosoft's distribution terms and conditions (game play/distribution and monetization of videos)
  9. For inquiries about game content or in case of errors

Android

  1. " Android " FAQs
  2. " Kingdom Adventurers " FAQs
  3. " Kingdom Adventurers " Chatbot Answers
  4. " Quest Town Saga " FAQs
  5. " Dream Town Story " FAQs
  6. " Dream Town Story " Chatbot Answers
  7. " Grand Prix Story 2 " FAQs
  8. " Grand Prix Story 2 " Chatbot Answers
  9. " Legends of Heropolis " FAQs
  10. " The Ramen Sensei 2 " FAQs
  11. " Skyforce Unite! " FAQs
  12. " Social Dev Story " FAQs
  13. " High Sea Saga " FAQs
  14. " Pocket League Story 2 " FAQs
  15. " Bonbon Cakery " FAQs
  16. " Dream House Days " FAQs
  17. " Dream House Days " Chatbot Answers
  18. " Beastie Bay " FAQs

iPhone

  1. " iPhone " FAQs
  2. " Kingdom Adventurers " FAQs
  3. " Kingdom Adventurers " Chatbot Answers
  4. " Quest Town Saga " FAQs
  5. " Dream Town Story " FAQs
  6. " Dream Town Story " Chatbot Answers
  7. " Grand Prix Story 2 " FAQs
  8. " Grand Prix Story 2 " Chatbot Answers
  9. " Legends of Heropolis " FAQs
  10. " The Ramen Sensei 2 " FAQs
  11. " Skyforce Unite! " FAQs
  12. " Social Dev Story " FAQs
  13. " High Sea Saga " FAQs
  14. " Pocket League Story 2 " FAQs
  15. " Bonbon Cakery " FAQs
  16. " Dream House Days " FAQs
  17. " Dream House Days " Chatbot Answers
  18. " Beastie Bay " FAQs
  • When an advertisement video with rewards (rewards) such as stamina recovery, medals, coins, etc. suddenly cannot be viewed for several days

If a video with rewards is being viewed by an unspecified number of users for a number of days and an error message appears saying "communication has failed", there is a possibility that the video is malfunctioning. We are waiting for a response from Tapjoy, our ad-subscriber. Please wait for a while.
Hello, this is Cairo Support.
Thank you for your email inquiry.
Regarding your inquiry, it seems that Tapjoy is currently experiencing a glitch.
Please take a moment and try again, as our video ads are using the Tapjoy system.
We apologize for any inconvenience this may cause.
Now, if you will excuse me.
Quote: Official response to user's inquiry

  • Q1. Transferring game data

Which operating systems are you transferring game data between?

  • Q1-1. Android→Android

You're transferring data between two Android devices, gotcha. Can you tell me in more detail what you need help with?

  • Q1-1-1. Dream Town Story/Quest Town Saga/Grand Prix Story2/Kingdom Adventurers

Tap the Data Transfer icon on the title screen and follow the on-screen instructions.

  • Q1-1-2. Other game

If there is a data transfer button on the title screen, please follow the steps to try the transfer.
Other apps and paid apps can be reinstalled without charge.

Data from most of our games is stored locally on your device, and not on our servers. Unfortunately, that means that transferring save data between devices is not possible for those titles. But, if you have purchased a paid game, you can reinstall it for free on another device as long as you use the same Google account or Apple ID as you made the purchase with.

  • Q1-1-3. The game's frozen on the "Data transfer complete" screen

Chances are you're looking at the device you transferred your data FROM. After transferring data to a new device, you cannot play the game on the old one, unless you delete and reinstall the game, and then transfer data to it again.

  • Q1-1-4. I get a "This data code is no longer valid" message when entering my transfer code

Please send the transfer code to our support team and we'll reactivate it for you.Please contact us by E-mail at support_enAt_Mark.pngkairosoft.net.

Required fields

  1. App name
  2. Name
  3. Email address
  4. Expired data code
  • Q1-2. iOS→iOS

If there is a data transfer button on the title screen, please follow the steps to try the transfer.
Data from most of our games is stored locally on your device, and not on our servers.

If you have backed up your data using iTunes or iCloud, you can restore it on your new iPhone and continue playing. If you haven't created a backup, open the App Store app on your iPhone and select "Update" → "Purchased" → "Not on this [device]" to restore the game. Unfortunately it may be impossible to restore your save data that way. For more information, please contact Apple customer support.

Paid games can be reinstalled on your new device for free as long as you use he same account as when you purchased them.

  • Q1-3. Android⇔iOS

Unfortunately, the Google Play and App Store versions of our games are treated as different products. If your new device is using a different operating system from the previous one, you will need to buy the game anew to play it, and it will also not be possible to restore your save data. Sorry!

  • Q2. I want to restore lost data

Which game do you want to restore data for?

  • Q2-1. Grand Prix Story 2/Kingdom Adventurers/High Sea Saga/The Ramen Sensei 2/Dream House Days/Quest Town Saga/Dream Town Story

Please contact our customer support at including the following information.Please contact us by E-mail at support_enAt_Mark.pngkairosoft.net. Even if you cannot tell us all the required information, we may still be able to recover it.

Required fields

  1. Name
  2. Email address
  3. Your device model
  4. Your OS(name and version)
  5. Your Friend ID
  6. User Name (Please note common names may take longer to locate)
  7. Your Rank
  8. Your Adventurer Name(Quest Town Saga)
  9. Your Adventurer Level(Quest Town Saga)
  10. Your Town Name(Dream Town Story)
  11. Your Town Name(Dream Town Story)

Other items that can be investigated in detail with additional information

  1. The date you installed the game
  2. Date you started playing the game
  3. The date you last played the game
  4. The order number (sent from Google Play Store / App Store via email) if you have made a purchase
  5. The date of transfer if you have transferred your data
  • Q2-2. Other Game

Data from most of our games is stored locally on your device, and not on our servers. Unfortunately, that means it's not possible to restore save data. We're very sorry for the inconvenience.

  • Q3. I can't get my Tapjoy rewards

Sorry about that! Unfortunately, we're unable to check what might be wrong on our end, so please contact Tapjoy customer support. (It seems that reply within five business days.) Please also note that sometimes it takes one or two days before the rewards show up.

Tapjoy Customer Support
https://www.tapjoy.com/how-can-i-submit-a-customer-support-request-for-an-offerwall-ad/

Here you can read about common problems with getting Tapjoy rewards and ways to solve them:
https://www.tapjoy.com/i-completed-an-offer-but-didnt-get-my-rewards/

If Tapjoy customer support doesn't get back to you after five business days, it's possible your query didn't get through. In that case please contact them again. If they reply that they couldn't resolve the issue for you, please write to us at support_enAt_Mark.pngkairosoft.net including a screenshot of the reply from Tapjoy, the name of the game affected, your username, and user ID and we'll look into this further.

  • Q4. I can't play the game

What kind of problem are you experiencing?

  • Q4-1. Can't start, load, or download the game

Which operating system is your device running?

  • Q4-1-1. Android

First, please check the Google Support website for common solutions to this problem:
https://support.google.com/googleplay/answer/7513003?hl=us_en

If none of the solutions suggested at the above website helps, please make sure that the app has all the necessary permissions. You can check how to do it here: http://kairopark.jp/android/en/faq.html#permissions

If you're using multiple accounts on your device, please make sure you're logged into the main user account and try again.

If none of the above helps, please contact Google support.

  • Q4-1-2. iOS

Please try the following:
①. Turn the device off and on again in case the problem is caused by a memory leak.
②. Close any other active apps which you're not using as one of them may be interfering with the game.
③. Delete the game and reinstall it again from the AppStore. Make sure to use the same iTunes Store account as when you purchased the game for the first time in order not to be charged again. Please note that your save data will be lost if you delete and reinstall the game.
If none of the suggested solutions helped, please contact Apple customer support for problems with starting and downloading the game. If the problem is that the game doesn't load, please contact us by E-mail at support_enAt_Mark.pngkairosoft.net.

Required fields

  1. Name
  2. Email Address
  3. Contents of question
  • Q4-2. The game is stuck on loading screen

Please try the following:

  • Restart your device, ensure you have stable internet connection, and then open the app again.
  • Disable ad blockers or any settings preventing ad display.
  • If you're using VPN, disable it and try again. If none of the above suggestions help, please contact us by E-mail at support_enAt_Mark.pngkairosoft.net.

Required fields

  1. App name
  2. Email address
  3. The current internet connection status
  4. Your device model
  5. Your OS(name and version)
  6. Please check if the situation changes by switching to a different Wi-fi network.

Other items that can be investigated in detail with additional information

  1. Country of residence
  2. The order number (sent from Google Play Store / App Store via email) if you have made a purchase
  • Q4-3. I got an error

Please contact us at support_enAt_Mark.pngkairosoft.net. listing the following information and we'll investigate at once:

Required fields

  1. App name
  2. What were you doing at the time the error occurred and what was shown on the screen. It would be especially helpful if you could attach a screenshot of the error message.
  • Q4-4. Touch controls don't work right (Android)

Please try playing in full-screen mode and see if you're still experiencing issues with touch controls. Follow the steps below to enable full-screen mode (please note that they may differ slightly depending on your device):
1. Open Settings.
2. Go to "Display & Brightness."
3. Go to "Full-Screen Display" and select the game.

  • Q4-5. Can't I play offline?

All our free games require internet connection.

Our paid Android titles require internet connection the first time they're opened, and every now and again afterwards, for verification, but otherwise are playable even when you're offline.

Our paid iOS titles only require internet connection for verification during purchase, but after that can be played offline.

  • Q5. I haven't received items I purchased

What kind of problem are you experiencing?

  • Q5-1. Receiving items (Android)

It may take some time for Google Play to process your transactions. Sometimes a purchase may not go through for some reason. In that case you will receive an order cancellation notification from Google, but if you have not received a cancellation notification, please try the following steps.

①. Go to Google Play and make sure you have the newest version of the app.
②. Turn your device off and back on, and check if the date and time settings are correct.
③. After restarting, check if you are signed in the account you're using for Google Play.
④. Open the app and go to the Shop screen where you can buy medals, coins, and tickets. Then return to the main screen and wait a short time.
⑤. If none of the above helped, please close the app, wait an hour, and try step ④ again.

If your issue is still not resolved after trying every of the above suggestions, please contact us by E-mail at support_enAt_Mark.pngkairosoft.net.

Required fields

  1. Name
  2. Email address
  3. App name
  4. Your order number
  • Q5-2. Receiving items (iOS)

It may take some time for the App Store to process your transactions, but if it's been a while and nothing happened, please try the following steps to see if they fix the issue.

①. Go to the App Store and make sure you have the newest version of the app.
②. The issue may be caused by a memory leak or problem with data transfer. Turn your device off and back on.
③. After restarting, check if you are signed in with the Apple ID that you use for iTunes Store purchases.
④. Open the app and go to the Shop screen where you can buy medals, coins, and tickets. Then return to the main screen and wait a short time.
⑤. If none of the above helped, please close the app, wait an hour, and try step ④ again.

If your issue is still not resolved after trying every of the above suggestions, please contact our customer support at suppor_enAt_Mark.pngkairosoft.net including the following information:

  1. App name
  2. Number of diamonds, medals, or coins that you have bought but not received
  3. A screenshot of the purchase receipt showing the order number (or Apple ID), item name, and price paid. You can erase any other personal information from the screenshot.
  • Q6. No game sound (iOS)
    Regarding your inquiry, if you are playing music on your iPhone,
    The game BGM is designed not to play.

If the BGM does not play even though the music is not playing,
Try the three steps below.

[1] Turn off the silent mode and check the media volume on your device.

[2] Other apps may be the cause.
If you are running other apps in multitasking
Please try to finish it as soon as possible.

[3] The device's memory may be involved, so
Please turn off the power and restart the device.

Also, it may be muted in the in-game settings, so
Please also check the volume settings in-game.

  • Q7. Frequently Asked Questions

What kind of problem are you experiencing?

  • Q7-1. Subscription

What kind of problem are you experiencing?

  • Q7-1-1. I want to unsubscribe

Please see the websites below for information on how to cancel subscriptions.

iOS:
https://support.apple.com/en-us/HT202039
Android:
https://support.google.com/googleplay/answer/7018481?hl=us_en

We're unable to handle any queries related to subscriptions. Please contact Apple or Google customer services instead. Also, please be informed that we're not able to process refunds if you incur any charges due to forgetting to cancel a subscription.

  • Q7-1-2. Do I lose my subscription if I uninstall the app?

As long as you're using the same user account on your device, deleting app data or reinstalling an app doesn't affect your subscription. Please note that if you delete an app, you will lose any unspent medals, diamonds, and other premium items you purchased. Please make sure to spend them first before reinstalling an app.

iOS:
Tap "Restore" on the title screen to restore your subscription.

Android:
Your subscription will be reactivated as soon as you boot the app.

If you can't see your subscription, it may be because you're using a different account. Please make sure you're logged into the account you used to subscribe. If you still cannot see your subscription, please contact us by E-mail at support_enAt_Mark.pngkairosoft.net.

Required fields

  1. Name
  2. Email address
  3. App name
  4. Your order number
  • Q7-2. Language Packs

Please see the website below for information about language packs, but note that we're not able to offer any customer support for them.

http://kairopark.jp/language_pack_en.html?_lh=en-US

  • Q7-3. Contact Support

For new game ideas, please contact support, repost to KuromegawaHitsuji, or DM us.

Contact us at support_enAt_Mark.pngkairosoft.net including the following information:

Required fields

  1. App name and version ( for example : Game Dev Story Ver.2.61)
  2. Name of your device ( for example : iPhone,Xperia 10 V SOG1)
  3. OS name and version ( for example : iOS Ver.17.4(Build No.21E219),Android 14(Build No. 68.1.C.2.123))
  4. A detailed description of the issue
  5. If you got an error message, a screenshot of it
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  • Q7-4. Why do I have to pay again for a game I bought before?

You can redownload a game you bought before without paying again if you're using the same account as you used for the purchase, and your device is running the same type of OS (Android or iOS). Unfortunately, if you're using a different account or OS, you will need to purchase the game again to play it.

For any queries about your store account or transaction history, please contact Google or Apple customer services.

  • Q7-5. I want a refund

Android users
Follow the steps listed here to easily process the refund yourself:
https://support.google.com/googleplay/answer/7205930

iOS users
You will need to send a refund request to Apple via:
https://reportaproblem.apple.com/
Information about requesting refunds can be found here:
https://support.apple.com/en-us/HT204084

  • Q8. A specific game

What kind of problem are you experiencing?

  • Q8-1. Kingdom Adventurers

What kind of problem are you experiencing?

  • Q8-1-1. I want to delete all data and start from scratch

Uninstalling the app and then restarting your device should do the trick, but you can also delete stored app data by following the steps below. (Please note that they may differ slightly depending on your device.)

1. Open Settings.
2. Go to the main "Apps" menu.
3. Select "Apps" to view all apps.
4. Select the app to view its info.
5. Select "Storage."
6. Select "Clear Data."

  • Q8-1-2. I can't remove a bridge

Bridges built by in-game residents near water can be removed after you reach a certain stage in the game. Keep playing!

  • Q8-1-3. I can't remove an entrance in a wall

There should be a "Demolish" icon on the bottom left when you select the entrance. If tapping it doesn't do anything, or it doesn't show up, please contact us at support_enAt_Mark.pngkairosoft.net including the following information.

Required fields

  1. App name
  2. A detailed description of the issue
  3. A screenshot illustrating the issue, if possible.
  • Q8-1-4. Battle Points ranking rewards

You earn Battle Points when you attack, and lose them when you get hit. The better you do in battles, the more Battle Points you get. If you haven't been able to receive your Battle Point rewards, tap "History" on the bottom left of the ranking screen to check if your recent actions have been logged. If there's anything for you to pick up, an icon enabling you to do so will be shown there. If that doesn't work for you, it's possible that an error occurred when processing your points.

  • Q8-1-5. Chaos Stones

Removing a Chaos Stone makes it permanently disappear, but you can find more Chaos Stones (although their number is limited) by carrying out surveys. If you haven't found any after lots of surveys, it's possible that something happened to make you lose your treasure chest.

If you've lost all your Chaos Stones, it's not possible to restore your game at the moment, but we'll consider implementing some new way of obtaining them with the next update to the game.

  • Q8-1-6. An item disappeared / I can't receive an item

It's possible that your inventory was full, or you didn't have an inventory unlocked at the time you received the item. Items you haven't picked up can be found outside the Town Hall for a while, but they disappear after a certain amount of time has passed.

As you progress in the game, you will have the opportunity to get more items from treasure chests, or purchase them from the shop, so keep playing!

  • Q8-2. Dream Town Story

What kind of problem are you experiencing?

  • Q8-2-1. Li'l Angels and Angels leave without anything happening

In the game menu, go to the second page of Settings and make sure that the setting for Angels is "Normal" to have the Angel events play out. Also, even when an Angel event is skipped, you still regularly get Angel bonuses, so don't worry about missing out!

  • Q8-2-2. I get a message saying I can't add another player as a friend because we're in different countries?

We use two servers, international and Japan-only. This message is shown if the player you tried to add is on a different server. Your server is assigned based on the country you were in, or the country settings on your device, when you started playing the game.

If you're on the wrong server and would like us to move you manually to the other one, please contact us at support_enAt_Mark.pngkairosoft.net letting us know:

Required fields

  1. App name
  2. Your Friend ID in the game
  3. Your username (nickname) in the game
  4. Which country you live in

Please note that friends can only be added if you're on the same server.

  • Q8-3. Grand Prix Story 2

What kind of problem are you experiencing?

  • Q8-3-1. I want to swap a mechanic with a driver

There's no way to swap drivers and mechanics directly, but please consider the following workaround:

1. Buy a Conch from the Swanky Shop.
2. Dismiss the driver or mechanic you want to give a different job to.
3. Use the Conch to hire the dismissed character for the position you want.

(Conches let you hire a previously dismissed character again.)

  • Q8-3-2. I get a message saying there's no road/path?

This message is shown if there's no road or path leading to a building, or connecting an entrance. Build one or residents won't be able to get in.

  • Q8-4. Dream House Days

What kind of problem are you experiencing?

  • Q8-4-1. I want to rename a married resident

Tap the resident and you'll see a "Details" icon on the bottom right. Tap it, and you'll find the option to rename the character on the bottom left of their Details screen.

  • Q8-4-2. How to make / demolish walls?

You can't build walls, so there's no command for demolishing them. Walls appear automatically around flooring. Use different types of flooring within a room to have a wall appear between them.

  • Q8-4-3. I want to level up beyond Level 30

You will need to purchase a special item from the in-game shop to do this. (You don't need to spend real money to do this!)

  • Q8-4-4. Fast Mode doesn't work after reinstalling the game

Fast Mode is unlocked with 50 Tickets at the in-game shop. This data is saved locally. Uninstalling your game wipes all the items you had, including what you used to unlock this mode.

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