FAQ
GrandChase Official Facebook
Frequently Asked Questions
FAQ BILLING
(AOS) I want to refund/cancel my payment
If you want to refund/cancel your In App Purchases, please fill out the following and send us a ticket.■ Inquiry Form1. Store: Google Play Store2. Billing account information: (Google Play Store - Google Account)3. Game Membership No. (15 digits):4. Nickname:5. Date of purchase:6. Amount paid:7. Request: Cancel Payment■ How to send a ticketMain Screen > Game Settings (Gear) at the top right> Account Information> Customer Center > 1: 1 Inquiry■ How to check the Game membership No.* How to check it in game: Game Login → Game Setting (gear) → Account Information → See the Game Membership No. (15 digits) at the bottom* You can check your Membership No. at Menu > Account at the Google Play Store also.* Please note that the refund will be made only if the request is submitted within 7days from the date of purchase and the items given are not used.Please note that any refund, payment cancellation, etc., filed in an open market store may result in a sanction such as a login restriction, account bans, etc.
FAQ BILLING
(AOS) I have not received my purchased item (Gems)
First, please accept our apologies for the inconvenience. If you did not receive the purchased item (including Gems), please send us a ticket with the information below. We will work as quickly as possible to help you and resolve the issue as soon as we can.■ Inquiry Form1. Store: Google Play Store2. Billing account information: (Google Play Store - Google Account)3. Game Membership No. (15 digits):4. Nickname:5. Date of purchase:6. Amount paid:7. Request: Item Not Received■ How to send a ticketMain Screen > Game Settings (Gear) at the top right> Account Information> Customer Center > 1: 1 Inquiry■ How to check the Game membership No.* How to check it in game: Game Login → Game Setting (gear) → Account Information → See the Game Membership No. (15 digits) at the bottom* You can check your Membership No. at Menu > Account at the Google Play Store also.
FAQ INSTALL/ RUNNING
I cannot access / run the game.
This issue can be caused by the lack of available Memory(RAM), crashes of applications installed in the device, or missing files that occurred during the update.Please read below and follow the steps to resolve the issue.■ If your game is not running properly:  1. Clear your cache and cookies. Delete all the unnecessary applications as well. 2. Ensure both the Game App and device OS software are up to date.  - Please try to check the app version in the App Store. 3. Check your WIFI and/or Mobile network connection and make sure it is stable. 4. If the issue is related to lag/freezing, please adjust the graphics quality by turning lowering the graphic options or turning off completely. You can find these settings at:  ▶ Main screen> Touch the Top right [Gear] Icon > SettingsIf the problem still persists even after performing the steps above, please proceed to reinstall while connected to a stable network.■ Re-install the Grand Chace1. Device Setting > Apps > Grand Chase > Delete Cache/Data > Uninstall2. Open the App Store and install from the game page.※ Steps may vary per device.※ Please feel free to send us a ticket if the problem still persists. Rest assured, we will resolve your problem as soon as possible.
FAQ ETC
Where can I find my game membership No.?
Please refer to the following information for how to view the game membership number.- How to find Game membership numberMain screen → Touch upper left profile (Account Info) → Check bottom Game membership No. (15 digits)
FAQ BILLING
(iOS) I want to cancel my payment
If you want to cancel your payment within the game or refund your purchase, please fill out the following information and send us a ticket.Please note that any refund, payment cancellation, etc., filed in an open market store may result in a sanction such as a login restriction, account bans, etc.■ Inquiry Form1. Use Store: App Store2. Game membership number (15 digits):3. Nickname:4. Payment date:5. Payment amount:6. Request: Cancel payment7. Screen shot of iTunes payment details with order number attached (required)■ How to send a ticketMain Screen > Game Settings (Gear) at the top right> Account Information> Customer Center > 1: 1 Inquiry[How to check your payment history]1. Open PC iTunes → Account → Login → View My Account2. Account Information → Purchase History / See all3. Purchase History → Set Date in search option4. Click [More] and [Order ID] on the right side of the payment item5. Take a screenshot including DATE, ORDER ID, Purchased Items, and the Payment amount and attach the screenshot upon sending a ticket.