Customer Center Representative’s Civil Rights Policy Enforcement

 

Hello! This is Cravemob team!

For all the questions you have about our game.
We have 1: 1 customer center through e-mail. (help@cravemob.net)

However, recently some users are abusing the anonymity of their emails. 
There are growing numbers of intimidating and abusive messages that violate the human rights of our counselors.

In order to protect the human rights of counselors,
We, Crave Mob, implement customer center operation policy as following from June 15, 2018

[The Customer Center counselors’s Human Rights Protection Policy]

1. The following are acts that violate the human rights of counselors:
– Questions including abuse of counselors, sexual harassment, Infringement of personality, and any kind of threatening
– Inquiries with offensive words, sexual harassment, Infringement of personality, and any kind of threatening that unrelated to the work
– Interfering with counseling due to constant abuse, sexual harassment, Infringement of personality, or any kind of threatening.
– Interfering with the counseling service by words or phrases that may cause serious mental harm to the counselors.

2. If the consultant’s human rights are violated through inquiries, the consultation will be discontinued.
– Consultation will resume only when we receive inquiries that do not contain operational policy violations.
 

※ If the degree of violation of the human rights of the counselor is considered serious as shown in the example below,
    Please note that you may be liable for legal liability.

 
1) Abusing, insulting, or abusive use of the counselor’s appearance or specific body parts
2) Asking a counselor for a private meeting or involving a lewd joke
3) Sexual orientated , abusive, or abusive use of counselor’s family members
4) Showing images such as photographs that may give the counselor a sexual humiliation.
5) Anything that can give the counselor have a sexual aversion or shame
E-mail inquiries will be answered within 2 business days.
However, consultation may be suspended if the user violates the policy for human rights protection policy.
 
We will always do our best for a kind and prompt consultation.
 
Thank you.

If the access restriction window is opened due to the refund abuse

 

We notify you about the Google Play Store refund abuse.

Google Play Store’s Refund policy says if you have a problem with your purchased products and cannot cotact to the developer,
the refund can be made within 48 hours of the purchase.

We comply with the Google policy and when you have a problem with the purchase,
The customer center provides recovery and refund processing for the product.

However, despite using the product without any problem
Some users are trying to cancel a payment by exploiting Google’s refund policy.

For this issue we’re having, Google’s head office recommends the following solutions:
 

Recently we have learned there are increasing number of users who try to abuse our customer support team's refund policy, trying to receive digital contents without paying money. We are currently working hard to reduce this problem as soon as possible. At the same time, if you are able to identify abusing users, we encourage you to provide some penalty to those users in your service, such as removing some items from those users' account, or rejecting access to your service from those abusing users.

Following Google headquarter’s guideline, we conduct our own Inspection.
And we inform you that
the restriction will be carried out without warning to users who have exploited the refund policy.

This action will prevent all users who are using the game normally from causing relative damage.
Please understand that we are working on create a fair gaming environment.

If you have been subjected to Restricted Abuse Restrictions, but you have objections,
Please contact us by e-mail.
– Account Name
– Inquiry
– Screenshot of the receipt of the refunded product

☞ Cumstomer Center : help@cravemob.net

▶ How to withdraw the subscription?

If you want to withdraw your subscription and get refund, 
Please report us as following bellow without using the products you bought.

☞ How to send an inquiry of withdraw a subscription and refund

We will do our best to create a fair gaming environment through regular inspectations and restrictions.
Thank you.

If the Game Stutters

 

The connection error of the El Chronicle can occur for a variety of reasons.
Please check the information below.

■ When you’re running too many apps at the same time
When you’re running too many apps at the same time, lack of memory can cause disconnection
Please run the game with all other apps closed for stable connection.

■ When you are moving or network is not stable
Switch to WIFI/LTE or reconnect the game in a place with a good network.

■ When the server is not stable
If a problem occurs on the main server,
We will try to notify you as soon as possible.

■ When your cell phone’ OS version does not meet the minimum specification
Please check the minimum specification and upgade your cell phone’ OS version

■ When the graphics are set too high.
From the Graphics menu in the Game Configuration,
Set all graphic options to ‘OFF’ for better game play experience.

If the Daily Package Reward is not provided

 

Please check the information below regarding the Daily Package.

■ If the Daily Pakage Reward is not provided
Daily reward for monthly subscription products will be provided once a day, by e-mail, during the period the monthly subscription is applied.
Please make sure that you have received the reward in your mailbox after connection.

■ If the Daily Package Reward is not provided immediately after the purchase
The monthly subscription products are provided immediately in your mailbox.

If the reward is not provided in the mailbox after the Daily Pakage purchase,
Please send us 1:1 inquiry, we will check and try to help you.

[If the products you paid are not provided (Android)]

How to register cancellation and refund inquiries

 

Refund processing is only possible if the following criteria is met in accordance with the withdrawal of a subscription policy.

1. You should request a refund within 7 days from the time of payment
2. You must not use the product after payment
3. The item you bought should be possible to be cancelled

If you want to refund the product after payment, enter the request form below
and Please register 1:1 inquiry by email.

■ Contact
help@cravemob.net

■ The request to refund
– Team name in the game :
– Member number: 
– Payment date:
– Payment store : (ex. Google Play Store)
– Store account (mail) address:
– Payment product:
– Payment amount:
– Cell phone number
– Cell phone owner
– Reason for refund

※ Please check this post [How to check member number?] for checking your member number. 
※ If the above items are omitted, it is difficult to process.
※ If you don’t process through the Customer Center, you may be restricted from using the game.

If the product is not provided after payment

 

If the product is not provided after payment, re-run the game, and payment errors will automatically be restored 
when you move to the Resource Charge Center or Package Store.

After automatic restoration is complete, please make sure that payment has been made to your mailbox.

If the payment hasn’t been made since then,
Please fill out the form for the payment error check request below and send us 1:1 inquiry by email. (Only Android users)

■ Payment Cancellation Request Inquiry Email
help@cravemob.net

■ Payment error check request form (Android)
– Name of team in the game :
– Member number: [How to check member number?]
– Payment date:
– Payment store : (ex. Google Play Store)
– Store account (mail) address:
– Payment Receipt : (GPA.00-0000-00000 Format)
– Payment product:
– Payment amount:

※ If the above items are omitted, it is difficult to process.

Unfortunately Apple is in charge of all payments made in iOS. 
Please request the cancellation of the payment through iTunes Customer Center.

In addition, if you want to cancel the regular payment,
Please request for the above contract withdrawal application through the El Chronicle Customer Center.

※ If you don’t process through the El Chronicle Customer Center, you may be restricted from using the game.

■ Request of cancellation of the payment on iTunes (iOS)
1. Register refund request to iTunes Customer Center
https://support.apple.com/ko-kr/contact
2. Log in with Apple ID, Password
3. Check the product you want to refund > Details > Report 
4. Select the item you want a refund for from the report list and register your inquiry.

■ Payment Cancellation Request Inquiry Email
help@cravemob.net

■ Payment cancellation request form (iOS)
– Name of team in the game :
– Member number: [How to check member number?]
– Payment date:
– Payment store : (ex. Google Play Store)
– Payment product:
– Payment amount:

If an error occurs while downloading or playing the game

 

If you encounter errors during a game, we recommend you delete the cache/data and reinstall the game.
If the same trouble remains after re-installing the game, enter the error check request form below
and please send us 1:1 inquiry by e-mail.

if you’re not linked to Google, Facebook, and Naver accounts,
and re-install / log-out / withdrawal from the game after delete cache/data 
All the game information, including items you purchased for a fee, will be initialized.

■ How to check for game errors
1. Re-install the game after delete cache/data 
2. If the same trouble occurs again after re-install, Please fill this form and send us inquiry by e-mail.

■ Contact
help@cravemob.net

■ Request to check the Game Errors
– Team name in the game :
– Date of occurrence :
– Cell phone type: (ex. Galaxy S6)
– OS version: (ex. Android 4.4.4)
– Details of the error:
– Screenshot

※ If the above items are omitted, it is difficult to process.

How to Log In to a Different Account

 

In case you linked your account with Google, Facebook, and Naver ID on the El Chronicle,
by logging into the account, you can recall your game data.

Here’s how to connect to another account. 

1. Log out of your account
Log out from the account that you were playing.

2. Link to accounts with a different ID
After the game is restarted, link to the account you want to import that is linked with Google, Facebook, and Naver ID.