FAQ

FAQ 1: What should I do when failed to log in?

Dear Governor,
If you are unable to log into the game, please check your network connection, or if your server is undergoing maintenance. If neither happens, please try the following steps:

1. Close all apps running in the background.
2. Restart your device.
3. Free up some storage space on your device.
4. (For mobile) Switch to a different network, such as from Wi-Fi to a 4G/5G mobile network. Wait a few minutes before logging in again.

If you are still unable to log in, please contact our customer service for further troubleshooting. We will try our best to solve your issues and help you enjoy the game.

FAQ 2: What are the specs requirements to run this game?

Dear Governor,
To ensure optimal performance, we recommend the following specs for running the game:

• OS: Android 8.0 or above (64-bit)
• CPU: Snapdragon 650, Samsung Exynos 7884, MediaTek P60
• RAM: 4GB or more

Please note that numerous versions of Android have been commercially released, and we cannot guarantee the game's compatibility with devices that have specs below those mentioned above.
We hope the information was helpful. Please contact our customer service if you have any other questions. Have fun in the game!

FAQ 3: Does the game run well on emulators and external devices?

Dear Governor,
We do not recommend the use of emulators or external devices for the game, which may negatively impact game performance and cause connection issues or other unforeseen errors. Thus, we will not be providing any technical support or assistance to players using emulators or similar devices. We strongly suggest using a mobile device to play the game for the best experience. Thank you for your understanding!

FAQ 4: What should I do if I failed to download the game?

Dear Governor,
If you are unable to download the game, please check if your device has a stable network connection and if there is sufficient internal storage space (more than 5GB for a mobile device). If yes, please try the following:

1. Restart your device.
2. Ensure that the device has a stable Wi-Fi connection. For mobile devices, try switching networks, for example, switch to a different network (e.g. from Wi-Fi to 4G/5G).
3. Clear your device's cache and ensure there is sufficient storage space.
4. If the game is already installed but failed to download resources, please uninstall, download from the official site, and reinstall. Please ensure you have bound your account to one of these: Twitter/Facebook/Apple/Google/LINE. Otherwise, your game data CANNOT be retrieved.

We hope the above guide helps you download and install Age of Empires Mobile successfully. If the issue remains unsolved, please contact our customer service for further assistance.

FAQ 5: What should I do if I failed to install the game?

Dear Governor,
If the game installation failed, please try the following steps:

1. Check if your mobile device has more than 5GB of available storage space.
2. Check if the device has a stable Wi-Fi connection. For mobile devices, try switching to a different network (e.g. from Wi-Fi to 4G/5G) before reinstalling.
3. Check if there are any residual files. Clear them and reinstall the game.

We hope the above guide helps you install Age of Empires Mobile successfully. If the issue remains unsolved, please contact our customer service for further assistance.

FAQ 6: What should I do if the game freezes or lags frequently?

Dear Governor,
If you encounter game freezing or lags, please check if your device meets the minimum specs requirements and is supported by the game with a stable network connection. For freezing and lags, you can try adjusting graphic quality in Settings, or checking if there is sufficient storage space (>5GB for mobile devices) to reduce freezing or lagging.
Recommended specs are as follows.

• OS: Android 8.0 or above
• RAM: 4GB or more (64-bit)

If the issue remains unsolved, please contact our customer service for further assistance. We will try our best to solve your issues and help you enjoy the game.

FAQ 7: What should I do when encountering a network error?

Dear Governor,
Please ensure that the device has a stable Wi-Fi connection. If you are using a mobile device, please try switching to a different network (e.g. from Wi-Fi to 4G/5G) before restarting the game.
If the issue remains unsolved, please contact our customer service for further assistance and provide more details for us to troubleshoot the issue.

FAQ 8: How do I bind my account to guarantee its safety?

Dear Governor,
Please follow the following steps to bind your account. For the safety of your account, please bind it as soon as possible.

1. Go to Settings > Account Management > Bind.
2. Select the third-party account you would like to bind your account to. Once your account has been successfully bound, you will receive a notification.

Please note that the account CANNOT be unbound. Have fun in the game!

FAQ 9: How do I bind my account to a different one, e.g. Google, Facebook, etc.?

Dear Governor,
To avoid any dispute, an account CANNOT be unbound as soon as it is bound to a Google or Facebook account. A game account can only be bound to ONE third-party account. You will receive an error notification if you attempt to bind the same game account to multiple accounts of the same third-party platform.
We suggest binding your account to a third-party account as soon as possible. Have fun in the game!

FAQ 10: I lost my account. What should I do?

Dear Governor,
If you have not bound your account to a third-party platform like Facebook or Google, your game data will be saved on your device only and cannot be synchronized with the account system. If your device malfunctions, loses data, or gets lost, you will lose your game account. And we regret that we will not be able to assist in retrieving it.
Reminder: If you are currently using a guest account, we strongly recommend binding it to a third-party platform to avoid game account loss.
Thank you for supporting Age of Empires Mobile. Have fun in the game!

FAQ 11: How do I switch between accounts?

Dear Governor,
Please follow the steps below to switch between accounts.

1. Go to Settings > Account Management > Switch Account.
2. Select another account you have bound to a third-party platform and authenticate to complete the switch.
3. You will receive an error notification when switching to an unbound platform.

Now you should be able to freely switch between accounts. Happy gaming!

FAQ 12: Can I log in to the same account on different devices?

Dear Governor,
You must bind your account to at least one third-party platform, such as Facebook or Google, before logging into the game on another device. Tap Switch Account at the login interface and select a bound account to proceed.
We hope the information above was helpful. If you have any other questions, please contact our customer service for further assistance. Happy gaming!

FAQ 13: How do I delete my account?

Dear Governor,
Here are the steps to delete your account. We hope this helps.

1. Go to SETTINGS > ACCOUNT > More >Delete Account.
2. Please confirm that you want to delete your account and you have read and understood the terms of account deletion before you proceed. Once your account is deleted, your account info will be deleted or displayed as anonymous (such as friend list, rankings, etc.).
3. If you log in within 15 days after deleting your account, we will consider this as a cancellation of account deletion. If you are sure you want to delete your account, please do not log in within 15 days.

Please note that your account will be PERMANENTLY deleted and no longer retrievable 15 days later. Please consider carefully before proceeding!
The game cannot become better without your support. Hope you reconsider and continue to support the game. We will do our best to make all functions more user-friendly for a better experience. If you have any suggestions or thoughts about the game, please share them with us!

FAQ 14: Where can I find my game ID?

Dear Governor,
Your game ID is your governor account ID.
Here are the steps for viewing your game ID.

1. Go to Settings. You can see your governor account ID on the left.
2. Tap the copy button to copy it to your clipboard.

Each game ID is unique and public, but it does not pose any security concern to your account.
We hope the information above was helpful. If you have any other questions, please contact our customer service for further assistance. Happy gaming!

FAQ 15: What behavior would be considered a violation of the game rules?

Dear Governor,
Behavior that violates the rules are, but not restricted to, the following:

• Posing as a staff member of Age of Empires Mobile
• Using third-party applications or plugins
• Profanity to other players
• Inappropriate usernames
• Selling and purchasing unauthorized game items
• Selling, purchasing, or sharing game accounts
• Abusing refunds
• Intentionally taking advantage of bugs
• Encouraging other players to violate the rules
• Requesting or providing personal contact info
• Advertising, selling accounts (spamming), and scamming on chat channels.

To ensure a positive gaming environment and protect your account and device, please refrain from the behavior above.
We hope the information above was helpful. Thank you again for supporting Age of Empires Mobile!

FAQ 16: Can I share, buy, or sell accounts with other players?

Dear Governor,
The sharing, buying, or selling of accounts between players is strictly prohibited in Age of Empires Mobile. We will not respond to any disputes or ownership issues arising from these activities, and we shall not be held responsible for any damages resulting from such actions.
Engaging in the sharing, buying, or selling of accounts poses significant risks, leading to potential losses. Additionally, we cannot ascertain the true ownership of an account involved in these transactions. We strongly advise every governor to refrain from account sharing, buying, or selling. Link your account and implement proper security measures!
We hope this information is helpful. For further inquiries, please contact our in-game customer service. Happy gaming!

FAQ 17: Notice on Our Fight Against Fraudulent Ads

Dear Governor:
This is an official notification from Age of Empires Mobile: Fraud comes in many forms, and we strongly condemn any acts of deception or enticement practiced by criminals within and outside the game.
We remind every governor to stay vigilant. DO NOT trust any links or ads posted by strangers in the game. Any messages posted by alliances, in-game mail, or chat software invitations are NOT TO BE TRUSTED as well!
If you notice any suspicious behavior, please report it ASAP in the game, and we will respond to it quickly.
Age of Empires Mobile cannot be held liable for any outcomes caused by acts of fraud.
Thank you for building a safe and healthy gaming community with us, and hope your gaming experience is a positive one!

FAQ 18: Notice on Our Fight Against Illegal Top-up Channels

Dear Governor:
There are online criminals posting information on top-up discounts, refund services, and other illegal top-ups and transactions. Age of Empires Mobile hereby states: All this information is fraudulent. We ask all governors to avoid being duped and avoid losses to your property.
Illegal top-up services are very likely to lead to account security issues that may cause unpredictable risks to your account and property. To ensure order in the Age of Empires Mobile gaming environment and protect our governors' rights and the security of their accounts, we shall take severe actions against any third-party top-up services, third-party transactions, and other forms of illegal top-up services and transactions. These actions include but are not limited to:

1. Those guilty of severe actions of third-party top-ups shall be temporarily or permanently banned from logging into the game.
2. Any losses caused by illegal top-ups or other illegal activities shall not be compensated.
3. For losses incurred by topping up at a third party, you must approach the said third party to enforce post-sales obligations.
4. We shall not handle nor reclaim any account stolen due to the use of the aforementioned illegal top-up or account buying or selling services.

It is our sincere wish to create a healthy and just gaming environment for our governors and protect the safety of your in-game assets. As we work on improving the quality of the game, we also hope that you can work with us to create a healthy gaming community.
If you notice any third-party payment channels for resources, or publicly posted ads or promotions, we welcome you to report these actions to our in-game customer service channel.
Thank you for helping us create a safe and healthy gaming environment, and we hope you have fun in the game.

FAQ 19: How can I locate payment issues?

Governor,
If you have encountered any payment issues, you can first locate the issues according to the following steps:

1. Please confirm if you have recently completed any payment in other applications or games (payment functioning in other scenarios).
2. Make sure you have installed a functioning Google Services Framework.
3. Update Google Play to the latest version.
4. Google Play on your device has signed in to a Google account that tied to a testing country/region.
5. Make sure the account you use to make the payment is registered in the testing country/region.
6. Check if you have logged in to multiple Google accounts, which include accounts that do not meet the above conditions. If so, it may lead to a payment failure.
7. Under some circumstances, there may be a delay after making the payment. Please wait a few minutes before checking if you have received the items.

If you have gone through the above steps and still have not received the items, don't worry! Please contact our customer service anytime and provide screenshots of purchase records or invoices. A specialist will be assigned to investigate and resolve your issue.

FAQ 20: How can I report players who have violated the game rules?

Dear Governor,
Here are the ways to report game rule violations:

• Proceed to the customer service interface to report. Need to provide screenshots and other relevant information.
• Tap a message that violates the rules (tap ⚠) to report.
• Report a user from their governor info page (tap ⚠) to report.
• Report an alliance for malicious behavior from the bottom of the alliance info page (tap ⚠).

You will receive in-game mail informing you that the report is now submitted and being processed.
If the players you report are found violating the rules, we will take appropriate action and inform you through in-game mail.
Thank you for helping us maintain a positive gaming environment.

FAQ 21: What kind of punishments will be given after a report?

Dear Governor,
Common punishments include, but are not limited to:

• Mute
• Account suspension
• Compulsory username change
• Deletion of speech that violates the rules

The severity of punishments will be determined by the nature of the violation. And we appreciate your effort in maintaining a positive gaming environment with us. We hope the information above was helpful. Thank you again for supporting Age of Empires Mobile!

FAQ 22: Why has my account been muted?

Dear Governor,
Generally, your account may be temporarily muted due to inappropriate speech that violates the game rules. Usually, you will receive the necessary details through a system mail.
To maintain a positive gaming environment and safeguard your account and gaming experience, please avoid rule violations and treat all players with respect.
If you would like to appeal your punishment, please reach out to our customer service. Thank you for your understanding and support!

FAQ 23: How do I check my purchase history?

Dear Governor,
If you do not receive the item you purchased or have concerns about your order, please check your purchase history.
Here are the steps: https://support.google.com/googleplay/answer/2850369?

If you do not receive the item you purchased or are uncertain about which order the item is from, please view your purchase history.
Note: After each successful payment, you will receive an email with the invoice attached, which also includes the order number.

FAQ 24: Beginner Guide: Basic Settings (Graphics, Sound, etc.)

Dear Governor,
You can tap on Portrait > Settings from the main screen to change your basic settings.

1. Game Settings: To adjust sound and other game settings.
2. Graphics: To adjust graphic quality and mode.
3. Language: To change game language.
4. Notifications: To set in-game push notifications.
5. Account: To bind and delete your account.
6. Character: To switch accounts and create new characters.

We hope this information was helpful. Thank you again for supporting Age of Empires Mobile!

FAQ 25: Beginner Guide: Profile Settings (Nickname, Portrait, etc.)

Dear Governor,
You can tap on your portrait on the main screen to edit your nickname and portrait.
You need to use governor name change scrolls to change your nickname. Nicknames cannot contain special characters or words that violate game rules. Custom portraits are currently not supported.
We hope you find a name to your liking and enjoy playing Age of Empires Mobile. Please contact customer service if you have any questions. Thank you for your support.

FAQ 26: How to redeem gift codes?

Dear Governor,
Follow these steps to redeem gift codes:

1. Tap Portrait > Settings > Redeem
2. Enter a gift code that consists of numbers and capital letters.

If failed, please ensure you enter the correct code and check its rules and expiry time. Expired gift codes cannot be redeemed. Thank you for your understanding.
We will also release gift codes on our official social media from time to time. Stay tuned!

FAQ 27: How do I bind my account to guarantee its safety?

Dear Governor,
Please follow the following steps to bind your account. For the safety of your account, please bind it as soon as possible.

1. Go to Settings > Account > Bind.
2. Select the third-party platform you would like to bind your account to. Once your account has been successfully bound, you will receive a notification.

Please note that the account CANNOT be unbound. Have fun in the game!