Please click on the specific problem you encountered below to see the solution.

GameHelp


1. Cloud Save

1.1 General Questions

1) How to cloud save my progress? (tap me)

【Step 1: Log into your Apple ID or Google Play account】
iOS:
i. Go to Settings - Your Apple ID - iCloud - turn on Game Center, iCloud Backup and iCloud Drive. Most importantly, enable Soul Knight for using iCloud.
ii. Log into Game Center
​​ Android:
i. Go to Settings - Account - log into your Google account
​​ 【Step 2: Retrieve/upload your progress from cloud】
i. Tap on Cloud Save button ii. Now compare your cloud save and local save. To retrieve your progress from cloud, tap on Retrieve Progress. To upload your progress to the cloud, tap on Upload Progress.
If this is your first time using this feature, you should see “Cloud save not found” on your cloud save information.
iii. You may see a warning to double confirm. Please click “yes” if you want to perform the action.
iv. Now your cloud save and local save should be exactly the same and your progress is retrieved from cloud/uploaded to the cloud.
​​

2) I have changed my phone from iPhone to Android. Can I transfer my progress in the game?

We have cloud save but it’s bound with Google Play and iCloud. If you are switching within the same OS, then with the cloud save feature your progress can be restored. But if you are switching across OSs, then these can’t be restored since the purchase history and other game data are stored in Apple’s and Google’s server. Thanks for your understanding!

3) I lost my progress. Can you help me recover it?

We do have a cloud save feature, but it is MANUAL. So, if you deleted the game or changed devices without cloud saving your progress before, all your progress will be gone as all the data is saved locally. Only paid characters, paid skins, paid garden plot, paid second skill and resurrection card can be restored. Gems are consumables, so they cannot be refunded or restored. For more information, please refer to “How to cloud save my progress?”.

To restore purchases on Android: Please tap on the “Unlock” button of the paid characters you had before to try to repurchase. You won’t be charged again, but in the process, the restore will happen. For other purchases, the process is the same.

To restore purchases on iOS: On the “Tap to Start” screen, please tap on the settings button on the bottom left corner and tap on a green button which looks like a shopping cart. It can help you restore the paid characters, paid skins, paid garden plot, paid second skills and resurrection card.

The recovered characters will be at level 1 without upgrades, and characters unlocked with gems won’t be restored since the data is stored locally in the device.

If you purchased fish chips, please reply to the auto-reply we sent you earlier from “info+canned.response@chillyroom.com”. And attach with your reply the purchase receipt of fish chips.

4) I accidentally click “Upload Progress” instead of “Retrieve Progress” and my cloud save is overwritten. Is there any way to get back my cloud save? / I accidentally click “Retrieve Progress” instead of “Upload Progress” and my local save is overwritten. Is there any way to get back my local save?

Sorry that uploading or downloading your progress is an irreversible process. Once it is done, your previous copy of cloud save or local save will be replaced and gone forever. Please double check before you perform this action.

1.2 Cloud Save FAQs for iOS Users

1) Nothing happens when I tap on the cloud save button.

Please follow the below steps:
Step 1. Log into your Apple ID.
Step 2. Turn on iCloud and iCloud Drive. Enable Soul Knight for using iCloud.
Step 3. Log into Game Center.
Step 4. Open the game and try again.

2) My game crashes right after I click the cloud save button. Help!

Please try the following solutions:
· Re-login your Apple ID.
· Turn on your iCloud and Game Center.
· Log into your Apple ID on another iOS device to check if the cloud save feature works well.
· Re-restart your device.

3) Why does the loading take forever when I try to upload or download my progress? How can I get to the next step?

Please try the following solutions:
· Re-login your Apple ID.
· Turn on your iCloud and Game Center.
· Log into your Apple ID on another iOS device to check if the cloud save feature works well.
· Re-restart your device.
· Change your internet environment and try again (e.g. from WIFI to data, or vice versa).

4) When I try to download my progress from the cloud, it says “Failed to retrieve your progress”.

It is very likely that your iCloud is not enabled. Please go to Settings of the device and turn on your iCloud and iCloud Drive. Then enable Soul Knight for using iCloud.


1.3 Cloud Save FAQs for Google Play users

1) I cannot cloud save. The cat keeps running when I tap on the cloud save button or when I am on the cloud save page.

Please try with the following solutions:
· Update your Google Play Games.
· If you have more than one Google account logged into your device, log out all your accounts. Relog into one account only, restart the phone, reopen the app and try again.

2. In-App Purchase

1) I have made an in-app purchase. But it is still locked in my game. When I tap on it, an error message pops up and says that I have already owned the item.

*If you have waited for over 24 hours, please reply to the auto-reply we sent you earlier from "info+canned.response@chillyroom.com". And attach with your reply the Google Play purchase receipt (the one that included the order number starting with "GPA").

Could you please wait for 24 hours and see if you can receive the item? Sometimes there can be delays. If you still haven't receive it by then, please:
· reply to the auto-reply we sent you earlier from"info+canned.response@chillyroom.com". And attach with your reply the Google Play purchase receipt (the one that included the order number starting with "GPA").
· or DM us on Facebook(@chillyroomsoulknight) or Twitter (@chillyroom).
For iOS users, please click "Report a Problem" on your Apple receipt and file for a refund request for Apple.

2) I made a purchase by accident. Can I get a refund?

Since Soul Knight is a local game, once an item is sold and received, we normally don´t refund. Thank you for your understanding.

3) After I have made an in-app purchase, I accidentally downloaded the cloud save and overwrote my purchase. Can I get my purchased item back?

As long as your purchased item is something other than consumables like gems, then yes, it can be restored.

To restore purchases on Android: Please tap on the "buy" button of the paid characters you had before to try to repurchase. You won’t be charged again but in the process, the restore will happen. For other purchases, the process is the same.

To restore purchases on iOS: there’s a green button on the left-side menu when you tap on settings on the main screen ("Tap to Start" screen).

If you purchased fish chips, please send us your KTplay username and receipt of Fish Chips by replying to the auto-reply we sent you earlier from “info+canned.response@chillyroom.com”. And we will later send the panda pet/skin to you after we confirm receipt.

3. Game

1) My plants in Garden do not grow, and Mail Guy stops dropping by my Lobby. What happens?

If you have changed the time on your device, sorry that you will have to wait till the actual time reaches the time you skipped to on your device. If you have been retrieving cloud save frequently, this may interfere with the game's time settings as well.

Other than that, you can try to reach level 1-3 and see if the plants or the mail guy refreshes.

2) I or my friend cannot join the game created in multiplayer mode.

Here are two solutions you can try to see if they help:
· Change your internet environment, from wifi to hotspot, or vice versa.
· Change someone who hosts the game. If you cannot join in the game your friend creates, then you host the game and let your friend join in.

3) When can we have a long-distance multiplayer mode or PVP mode?

We are working in that direction. But as this is a very complicated project, sorry that we cannot promise anything at the moment.

4) How can I get the panda pet? What about a panda skin for Knight?

You can get them by feeding Lucky Cat in Lobby. When you donate at Lucky Cat the 1st time, you will get the panda pet. 2nd time, you will get the panda skin for Knight. All other times would be pure donations to the developer.

5) How can I get the “coming soon” skins?

Coming soon skins are given out as prizes on some promotional events. If you are interested, please join our KTPlay community where events are often organized here.

6) Where’s the gift code feature for iOS?

Sorry that Apple policy does not allow us to provide gift codes on iOS.

7) How to sign up for KTPlay? How can I tell what is my KTPlay username?

To visit KTPlay, please tap on the button "KT" on the main screen. Tap on the button on the bottom left corner. If you haven’t signed up or logged into an account, you will be asked to do so. If you have, you will see your profile with username.
If your problem is not listed on the Help Page, or none of the provided solutions work for you, please:
·Click here for more help
·or DM us on Facebook(@chillyroomsoulknight) or Twitter (@chillyroom).

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