Getting Help and Reporting Bugs

#The Support page

Open Settings and look at the row of links near the bottom: Code of Conduct, Terms, Privacy and Support. Support opens a short page in the game with the answers to the most common problems and the address to write to: support@ashenvale.io. The same page is on the website at ashenvale.io/support, so you can read it even if you can't open the game.

It covers:

• how to get help, and what to put in your email (your hero's name and what happened);
• how to report a bug;
• what to do about a lost recovery code;
• how to delete your account;
• how to report a player, and how to appeal a mute or ban (see Chat, Reporting and Blocking).

#Reporting a bug

If something in the game is broken, tell us from inside the game:

1. Open Settings and choose Report a bug. On a phone there is also a Bug button in the fan of menu icons in the top-right corner, and while the game is in beta the small BETA tag at the top of the screen opens it too.
2. Write what happened, and what you expected to happen. A few words are enough, but "the wolf got stuck in the tree by the pond" helps us far more than "it's broken".
3. Press Send. You see a thank-you when it arrives.

Where you are in the world is sent along with your words automatically, so there's no need to describe your location. If the game says you aren't connected, wait a moment and press Send again: your text is still there.

Every report is read during the beta. If you can't open the game at all, email support@ashenvale.io instead.

A bug report is for problems with the game. To report another player, use Report on their chat line or hero card instead (see Chat, Reporting and Blocking).

#Lost your recovery code

Your recovery code is the key to your hero. The full story is in the FAQ; in short:

• You can still play the hero on some device: open Settings, scroll to Account recovery and tap the code to show it. Save a copy somewhere safe and private right away.
• You have no device with the hero and no copy of the code: the code can't be looked up by you in the game. Email support@ashenvale.io with your hero's name and as much as you can tell us about the hero (its level, what it carries, when you last played). If we can tell the hero is yours, we can give it a new code. The old code stops working at that moment, so if someone else has it, they lose access.
• You think someone else has your code: write to us straight away with your hero's name. A new code locks out whoever has the old one.

#If a moderator renames your hero

A hero whose name breaks the name rules can be renamed by a moderator. You are told why: right away if you are playing, or the next time you log in. Your hero, items and progress are exactly as they were, and the new name appears everywhere the old one did. If you think it was a mistake, email us. See What moderators can do.

#What the BETA tag means

While Ashenvale is in beta you see a small BETA tag under the logo on the title screens and the loading screen, and at the top of the game screen. It means:

• The game is still being built. Things will change, break and be rebalanced from week to week, and the game may be unavailable at times.
• Progress can be reset. Heroes, items or gold may be reset if the game needs it.
• Your reports matter most now. That is why the tag at the top of the screen is also a shortcut to Report a bug.

Your hero is still saved online as you play, and everything on this wiki describes the game as it is today. The tag disappears from the finished game.