You can contact the support team using the methods below.

■Through the App

• Go to the Options menu and select Contact.

■Through the Zenonzard Website.

If your question is not found in this FAQ, please contact us using the contact form found at the bottom of this page.

• You will find a link to the contact form under the FAQ. In order to see the answers to your inquiries, please check your history.
• You will not receive a reply for any inquiries categorized as feedback.

Inquiries are answered in the order they are received. However, depending on the nature of the inquiry, some replies may take longer than others. If several days have passed since contacting support, please check the following before resubmitting your inquiry.

■Check Your E-mail Settings

• - Do your identity protection settings prevent you from receiving e-mails sent from a computer?
• - Do your settings prevent you from receiving e-mails with URLs attached?
• - Do your settings prevent you from receiving e-mails from unknown or unpermitted domains?

Please change your settings to receive e-mails from @mdghost.maildealer.jp.

If you are having trouble with your spam settings, please resubmit your inquiry with a different e-mail address that can receive e-mails from the support team.

If you would like to transfer your game data to another device, you need to backup your data.

Linking your game to your Bandai Namco ID allows you to save your data to your account. This way, if the app is somehow deleted, your game data will still be safe.

To change your password or other information provided at registration, please go to the Basic Information section of the Bandai Namco ID portal, or click here.

Once your game data has been transferred to a new device, the game on your old device will automatically reset.

If you wish to play the game on your old device again, you may do so by performing another data transfer back to your old device.

You can access your game data by either linking the game on your new device to the Bandai Namco ID where your game data is stored, or by opening the app on the old device and entering the Bandai Namco ID found in the Data Transfer / Backup section into the app on your new device.

We do not accept data retrieval requests for this app. This app can be linked to a Bandai Namco ID account, so we ask that players make use of this feature.

■How to Backup Your Data

Tap the Options button found in the upper right corner of the home screen and select Data Transfer / Backup.

You can unlink the old Bandai Namco ID, after which you may link your game to a new ID.

■How to Unlink Your Bandai Namco ID

• Go to the Options menu from the home screen or title screen. Tap the Data Transfer / Backup option, select Connected via Bandai Namco ID and press Unlink.

It is possible to unlink your Bandai Namco ID.

■How to Unlink Your Bandai Namco ID

• Go to the Options menu from the home screen or title screen. Tap the Data Transfer / Backup option, select Connected via Bandai Namco ID and press Unlink.

You can transfer your game data to a new device by connecting your Bandai Namco ID. Please follow the steps below.

1. Connect the app on your old device to your Bandai Namco ID.

• Go to the Options menu from the home screen or title screen and select Data Transfer / Backup.

2. Perform a Data Transfer on Your New Device.

• Go to the Options menu from the title screen and select Data Transfer / Backup.

Caution

• -Transferring data between different operating systems will result in a loss of Z Stones.
• -Twenty four hours must pass before another data transfer can be performed.

Please confirm the following.

1. Did you finish linking your game to your Bandai Namco ID?

A data transfer cannot be performed if the game data is not connected to your ID. (If setup is not completed, no data transfer will occur.)
The first time you open up the app, tap the Options icon on the title screen. From there, go to the Data Transfer / Backup menu and perform a data transfer using the Bandai Namco ID your game data is connected to.
Follow the steps below to connect your Bandai Namco ID to the game.

• -Go to the options menu from the home screen, press Data Transfer / Backup and select Connect via Bandai Namco ID.
• -Go to the Options menu from the title screen and select the Data Transfer / Backup menu.

• *You can connect one Zenonzard game file to your Bandai Namco ID.
• *The customer service line does not handle any inquiries regarding unlinking your Bandai Namco ID.

2. Have you performed a data transfer on any other devices?

It is not possible to play on multiple devices using the same game data. This includes the old device from which the data was transferred.
This app is limited to one game file per device. The Zenonzard team cannot be held accountable for any errors that may occur due to having the same game data on multiple devices.

3. Is your internet connection stable?

An error may occur if the internet connection is broken or otherwise unstable.
Try disconnecting your device from the internet and try again after reestablishing an internet connection. If that does not work, please confirm the following, based on your method of internet connection.

• Mobile Data: Confirm whether you have reached your data limit and whether there are any current problems with service in your area.
• Wifi: Confirm whether there are any problems with the router or modem. If not, try restarting the router or modem.

Please confirm that the app is up-to-date as well.

Restart your device. If that does not resolve the issue, try the following.

[iOS] (Based on iOS13)

Go to the App Store, tap the Account icon, and scroll down until you find Zenonzard: ACI under the Update section.

[Android]

Clear the cache for the Google Play app, then update Zenonzard: ACI.

*Updates may contain compressed files, so please secure an appropriate amount of storage space.

Playing on multiple devices after transferring your data may result in the app not running as intended. Before playing on your new device, please be sure to close the app on your old device.

If the connection is lost while playing against other players, it is likely a problem with the internet connection. Please confirm the following.

• 1. The game may not run as intended when playing in an area with an unstable internet connection.
• 2. The game may not run as intended if multiple apps are running on the device at the same time, or after a prolonged period of continuous use.
• 3. The game may not run as intended if it is not played on the recommended equipment.

In addition, the connection may be lost when receiving a phone call or notification from another app.

If you are unable to update or install the game, please try the following.

[Google Play Store]

▼How to Check if the Download Manager is Enabled

• 1. Open the Settings on your device.
• 2. Select Applications or Application Manager.
• 3. Swipe to display all apps.
• 4. Select the Download Manager.

If an Enable option appears, that means the Download Manager is currently disabled. Enable the application and try again. If Disable appears, the application is currently enabled.

▼How to Clear Data and Cache

Go to the Download Manager app and select the Clear Data and Clear Cache options.

▼How to Clear Data and Cache for the Google Play Store.

• 1. Go to the Applications menu and tap the Google Play Store icon.
• 2. Select Clear Data and Clear Cache.

Depending on the device, the Settings display may differ from what is described here.

[App Store]

▼For iOS13 Users

• 1. Go to the App Store and tap the Account icon in the upper right corner.
• 2. Scroll down until you find Zenonzard: ACI. If it does not display, go to the top of the page and refresh it by dragging the page down.
• 3. Once you find Zenonzard: ACI, press Update.

▼How to Update from App Store

• 1. Tap the Account icon found in the upper right corner of the App Store.
• 2. Tap Zenonzard: ACI under the Update section.

▼How to Turn off Airplane Mode.

• 1. Go to Settings and tap Airplane Mode to turn it off.

There are four different types of cards in Zenonzard: Standard, Premium, Basic, and Special Motion. Premium, Basic, and Special Motion Cards cannot be created with Spirits.

Creating a Premium Card requires you to exchange a certain number of the standard version of that card. The number of Standard Cards needed is determined by that card's rarity.

Basic Cards are acquired from the Tutorial at the beginning of the game.

Special Motion Cards are acquired as a bonus for purchasing Z Stones.

Special Motion Cards are considered Premium, and cannot be created.

Add that card to your Favorites. Favorited cards cannot be broken.

"Cards registered to your Favorites and Basic Cards cannot be broken. (Certain Special Motion Cards cannot be broken.)
If you find a card you cannot break, please check to see if that card meets any of the above criteria. Favorited cards can be broken by removing them from your Favorites."

There are two main differences between the two: The number of cards drawn and number of Movements on the first turn.

■Player going 1st

• -Number of Cards Drawn on Turn 1...0
• -Number of Movements on Turn 1...0

■Player going 2nd

• -Number of Cards Drawn on Turn 1...1
• -Number of Movements on Turn 1...1

Zenonzard does not have a login/logout function. To end the game, simply close the app.

The decision is random.

No, Titles and Card Sleeves do not have any influence on battles.

Go to the Options menu, select Player Info, and tap the icon next to your username.

Zenonzard can only be played in portrait mode.

Go to the Options menu and select Player Info. You will find your ID there.

Yes, you can become friends with players on different platforms.

Go to the Friends Menu from the home screen, select Friends, and tap the search icon. Enter the Player ID of the person you want to become friends with.

"Tap the menu icon in the upper right corner of the battle screen. Select Forfeit to quit a battle.
Forfeiting a battle will count as a loss in-game."

Depending on the device, it may take time for the update information to be reflected in the store. A large number of temporary files could also prevent you from updating the app. If you cannot update the app, turn off your device, wait a few minutes before restarting, and try again.

If the connection is lost during a battle due to the app closing or lack of internet access, the player who lost connection will be declared the loser of that battle. However, errors have been discovered that cause the battle to stop or not process correctly. We apologize for any inconvenience caused by this error.

To avoid this problem, we advise against closing the app to forfeit a battle. If you wish to forfeit a battle in progress, tap the menu icon in the upper right corner of the battle screen and select Forfeit.
In addition, if a player is found to be actively obstructing the battle process on multiple occasions, their account will be locked and a penalty issued to their account. We are currently in the process of finding a solution to the problems found above.

This error message displays under the following circumstances.

• -The game was idle for a prolonged period of time.
• -The game was accessed from another device after a data transfer.

Your device may close the app in the event of prolonged play or system overload caused by multiple apps running simultaneously. Close all opened apps or restart the device before starting the app again.

Try the following methods if the app won't start.

■Clear the cache on your device.

If you are not sure how to clear the cache on your device, please consult your cell phone provider.

■Restart Your Device

After restarting, please wait a few moments before opening the app.

■Start the App in an Area with a Secure Internet Connection

Avoid playing the game while moving or in crowded areas.

Try the following methods if the app will not install or update.

■Clear the cache on your device.

If you are not sure how to clear the cache on your device, please consult your cell phone provider.

■Restart Your Device

After restarting, please wait a few moments before opening the app.

■Start the App in an Area with a Secure Internet Connection

Avoid playing the game while moving or in crowded areas.

If the app does not play any sound, check the volume settings.

• -Go to the Options menu and select Settings. The volume settings are displayed at the top.

Your device's settings may prevent the app from playing sound as well. Please confirm that the volume is turned up and the device is not on silent mode. For more on your individual device's settings, please contact your cell phone provider or manufacturer.

If the app freezes while in-game, it could be due to your device overheating, or having a large number of apps running at once.
If restarting the device and app does not resolve this issue, please try the following method.

• 1. Close all apps running on your device.
• 2. Turn off your device.
• 3. If the device's battery is removable, do so and allow your device to cool for at least ten minutes.
• 4. Once sufficiently cooled, restart your device.
• 5. Start the Zenonzard: ACI App.

It may take time for the game to load, depending on the reception in the area or internet connectivity of your device.
The game servers will also be unavailable during maintenance. See notifications in-app for more details.

If you are not being matched with an opponent, please try the following.

• 1. Wait a few minutes and try again.
• 2. Check your internet connection and try again.

Your data will not be deleted even if the game has not been accessed over a prolonged period.

Yes, your game data will be deleted along with the app.

To protect your data in the case of a lost, stolen, or broken device, we suggest linking your game to your Bandai Namco ID. This will allow you to access your game data from a newly installed version of Zenonzard: ACI.
To connect to a Bandai Namco ID, please do the following.

• -Go to the options menu, tap Data Transfer / Backup, and select Connect via Bandai Namco ID.

*Only available for iOS and Google Play versions.
If the game data is not linked to a Bandai Namco ID before it is deleted, the game data is lost and cannot be restored.

Rank Matches pit the player against the opponent's Buddy AI, while the opponent plays your Buddy AI.
This format is referred to in-game as "Cross Battle."
Players who defeat the opponent's Buddy AI will receive 200 Element. If your Buddy AI manages to defeat the opponent, you will receive another 100 Element. Continuous wins will earn you extra Element. For more information, go to the Rank Match menu and tap the ? icon.

Rank Matches pit the player against the opponent's Buddy AI, while the opponent plays your Buddy AI.
This format is referred to in-game as "Cross Battle."
Players who defeat the opponent's Buddy AI will receive 200 Element. If your Buddy AI manages to defeat the opponent, you will receive another 100 Element. Continuous wins will earn you extra Element. For more information, go to the Rank Match menu and tap the ? icon.

Rank Matches pit the player against the opponent's Buddy AI, while the opponent plays your Buddy AI.
This format is referred to in-game as "Cross Battle."
Players who lose against the opponent's Buddy AI will lose 100 Element. If your Buddy AI loses, you will lose another 100 Element.
For more information, go to the Rank Match menu and tap the ? icon.

Element lost or earned from the player's match will always show up first, regardless of who finishes their battle first.

Only the player's result will determine whether that player is promoted to the next class.
If both the player and Buddy AI win, the player will be promoted and earn Element from the Buddy AI's battle.
If the player loses and the Buddy AI wins, the player will not be promoted, but the element earned from the Buddy AI's battle will qualify them for another chance to move up in class.

Cards can be made Premium through one of two methods.

• 1. Collect enough copies of the standard version of a card to exchange for one Premium Card.
• 2. Use twenty Premium Chips to create one Premium Card.

It may take time for Z Stones purchased to be reflected in the game. Restart the app to see if that resolves the issue.

Otherwise, please confirm that your purchase is reflected on the receipt received from the iTunes Store.

*Receipts for purchases from multiple apps may take longer to arrive.

For iOS devices, if the purchased item was not received, please contact Apple to cancel your purchase.

Apple Support: https://support.apple.com/contact

Please reinstall the app. Before doing so, please be sure to connect your game data to a Bandai Namco ID.

*Uninstalling the app without linking your game to a Bandai Namco ID will result in the loss of your game data.

If the issue persists, please contact the company in charge of your method of payment.

No, Z Stones do not expire.

Payment methods differ based on the platform the game is being played on.

[For iOS]

Purchases can be made with the payment methods displayed in the App Store (iTunes cards, credit cards, etc.). If you have any questions regarding payment, please contact the App Store's Customer Support.

[For Google Play]

Purchases can be made with the payment methods displayed in the Google Play Store (credit cards, carrier billing, etc.). If you have any questions regarding payment, please contact the Google Play Store's Customer Support.

For iOS devices, the App Store charges $1.00 to test the payment. This amount will be refunded to you after the purchase has been completed.

As long as your content abides by the laws and ordinances of your country, you may share your gameplay.

* For more information on what is considered lawful, please contact the support team.

Images and designs from the game are subject to copyright. Illegal use of copyrighted materials may result in contact from the copyright holder.

If you find someone violating the Terms of Service, please contact us with the player's name and details about the violation. The Zenonzard team will then confirm the information received.
The results of any investigations are not made public. Thank you for understanding.

The Zenonzard team is not responsible for any player interactions outside of the Zenonzard: ACI app.