Support
Contact us
Send questions about Tale Ember, privacy requests and rights-infringement reports by email.
- Email: support@erdcloud.com
- Including the name of the server (zone) you use and your app version helps us respond faster. Never send passwords or payment card numbers (we never ask for them).
- Operator: ERDCLOUD, INC. (the Tale Ember team)
Requesting an Ember refund
- Only remaining purchased Ember can be refunded. Free Ember such as the sign-up grant, ad rewards and product bonuses is not refundable.
- In the app, open My page > Ember to see your refundable amount and tap Request refund. The requested Ember is held until the request is processed, and you can cancel before then.
- We aim to process requests within 7 days of the request date. You can check the status in the app, and the refund method will be explained during processing.
- A purchase already refunded directly by the App Store or Google Play cannot be refunded again in the app. See Section 6 of the Terms of Service for details.
- If you cannot use the app, request a refund at the email address above.
Deleting your account
- In the app: go to Settings > Account > Delete account and confirm a recent sign-in to request deletion.
- Once deleted you can no longer sign in, your data is fully deleted within 30 days, and remaining Ember is forfeited. If you have refundable purchased Ember, request a refund first.
- To request deletion without installing the app, use the web deletion page of the server you use, or email support@erdcloud.com from the email address linked to your account.
Reporting content and crisis support
- You can report inappropriate plots, messages, comments and creators from the report menu in the app, and block other users. Rights-infringement reports such as copyright claims are also accepted by email.
- If you are going through a hard time during a conversation, use the help contacts shown in the app. If you are in immediate danger, call your local emergency number right away.
Server transfers
- To move to another server (zone), request a transfer from the server item in the app’s Settings. Your account is locked during the transfer, and data on the original server is deleted when it completes. You can transfer again only after a set period (24 hours by default) after the previous transfer.