VELSIASupport
For questions, bug reports and reports of abusive players, please email us.
Contact: info@btcpay.jp
| Operator | BITCOINPAY K.K. |
|---|---|
| Address | Nihonbashi Mizuno Bldg. 7F, 1-11-12 Nihonbashi-Muromachi, Chuo-ku, Tokyo 103-0022, Japan |
| info@btcpay.jp | |
| Phone | Disclosed by email without delay upon request |
The email you can create from Settings > Support > Contact Us in the app is handy: it fills in the app version, device, OS and your player ID. Telling us your device, iOS version, when the problem happened and what you did helps us investigate faster. Replies may take some time.
Reporting abusive players
If you see an inappropriate display name, harassment or cheating in online matches, report it from the "…" menu next to the player in the online screens (after a match, use "Report" on the results screen), or email info@btcpay.jp with "Report" in the subject line. You can keep unwanted players away with "Block". Reporting and Blocking explains how to report and how to keep unwanted players away, and the Community Guidelines set out the rules. If you feel unsafe, contact your local police right away.
FAQ
My purchased gems didn't arrive
Check your connection and restart the app; unfinished purchases are processed at launch. Star Pass Premium can be recovered with Restore Purchases in the Store. Contact us if it persists.
How do I get a refund?
App Store purchases are handled by Apple. Request a refund at reportaproblem.apple.com. Refunded gems may be deducted from your balance.
Do I need an internet connection?
Matches against AI work without a connection. Online matches (with a room code, or in a nearby room on the same Wi-Fi), the friend feature and in-app purchases need one.
How do I play with friends?
Open Online on the Home screen. The first time, accept the Community Guidelines and Terms of Service, and your own party (room) is created. Online features are not available in the under-13 age group. Send the room code to your friends, or, on the same Wi-Fi, have them join from Nearby. Once you are friends, you can invite them from your friend list. Up to 10 players can play 5v5, and AI fills any empty seats. Online play is free.
What can other players see?
Players in the same room can see your display name, icon, friend code, chosen hero, skin and similar information. There is no free-text chat or voice chat. Please don't use your real name as your display name. See the Privacy Policy for details.
Someone I don't know joined my room
Anyone who knows the room code, and anyone on the same Wi-Fi, can join without approval. As the host, choose "Remove from Room" in the player's "…" menu. Blocking a player stops them from joining your rooms. Only give room codes to people you know, and don't open the online screen on public Wi-Fi. See Reporting and Blocking.
Where is my data stored? I'm switching iPhones
Your profile, items, in-game currencies, replays and other data are stored on your device. To deliver friend requests, some information such as your friend code is handled by our relay server (see the Privacy Policy). To move to a new iPhone, export a backup from Settings > Data Transfer on the old device and import it from the same screen on the new one.
How do I delete my data?
Settings > Privacy > Delete All Data deletes the data on your device and your friend inbox on the relay server. To delete only the relay server data and keep your progress, use "Delete Friend Server Data" on the same screen. See Data Deletion and Privacy Choices for details.
Is there a spending limit?
Monthly purchase limits apply based on the age group you choose at first launch (15 and under: ¥5,000; 16 to 19: ¥10,000; 20 and over: none). Minors need a parent's or guardian's consent to buy. Information for parents is on the For Parents page.
Which devices are supported?
iPhone with iOS 18 or later (landscape only). On iPad it runs in iPhone compatibility mode.