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FAQ
CookieRun: OvenBreak Discord
I Entered My Player ID to Receive Pre-Registration Packages from an Event, but I Didn't Receive the Packages
The CookieRun: Crumble Pre-Registration Package event has been updated so that the pre-registration packages will be available to claim after you submit your Player ID.
Please note that rewards are not sent immediately after you enter your Player ID.
If you have already submitted your Player ID on the pre-registration page, please completely close the game and relaunch it.
After reopening the game, claim your Pre-registration Package according to the claim method for your game.
* If you do not claim the package within the designated claim period, the reward will expire automatically.
[How to Receive the CookieRun: Kingdom Pre-Registration Package]
* In-game Shop - Best Deals! tab - Touch the CookieRun: Crumble Pre-registration Package - Receive the product
[How to Receive the CookieRun: OvenBreak Pre-registration Special Package]
* On the lobby screen, press the [PRE-REGISTER] button at the bottom - Receive the product on the product screen
I pre-registered but didn't receive rewards in other games.
Rewards are not granted in CookieRun: Kingdom or CookieRun: OvenBreak just by pre-registering for CookieRun: Crumble.
Please make sure you have entered the Player ID for CookieRun: Kingdom or CookieRun: OvenBreak in the section at the very bottom of the pre-registration page.
1) After pre-registering for CookieRun: Crumble
If you completed pre-registration by entering and verifying your e-mail,
press the "Check Event" button and then enter your Player ID at the bottom of the pre-registration page.
2) If you closed the page without entering your Player ID
Please enter your e-mail and verification code again.
If a popup appears saying you are already registered, press the confirm button and then enter your Player ID at the bottom of the pre-registration page.
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My game is lagging and crashing frequently
If your game is lagging or crashing frequently
If you're experiencing lag or the app keeps closing while playing, try the following steps in order.
1. Force close and restart the app
Fully close the app and relaunch it. This can resolve temporary errors.
2. Close all background apps
Other apps running in the background may be using up memory and affecting game performance. Close all background apps before launching the game.
3. Check your network connection
Make sure you're connected to a stable Wi-Fi or mobile data network. An unstable connection can cause lag or crashes.
4. Update the app to the latest version
Check the App Store or Google Play to make sure you have the latest version installed. Older versions may have performance issues.
5. Reinstall the game
If none of the above steps work, try deleting and reinstalling the game. Make sure your account is linked before reinstalling.
6. Check your device specifications
Older or low-spec devices may experience reduced game performance. Playing on a device that meets the recommended specifications will provide a smoother experience.
If the problem persists
If you've tried all of the above and the issue continues, please contact our support team again.
When reaching out, please include your device model, OS version, and a description of the issue so we can assist you more quickly.
How can I transfer my game account from an Android device to an iOS device, or vice versa?
Please follow these steps to link devices with a different OS.
First, on the current device:
1. Select "Link Device" in the game settings.
2. Select "Transfer this account".
3. Keep the link code screen open and move to the new device.
On the new device:
1. Select "Link Device" in the game settings.
2. Select "Load account".
3. Enter the link code.
The connection is now complete.
You can only link to a device with a different OS once.
Please note that while you can play the game with the same account on multiple devices, it can only be played on one device at a time. If you try to play the game on both devices at once, the app will be closed on one of the devices.
Note: Once you transfer your account to the new device, old game data on the device will be deleted and cannot be retrieved.
I have a new device. How do I transfer my game data?
Please note that Google Play & Game Center only support one account per game. In order to transfer your account to another device, please follow these steps: Attention: Please make sure you are logged into Game Center or Google Play before changing your device. If you switch to a new device without having logged in, you may lose all your progress.
1. iOS > iOS
First, make sure your game is connected to your Game Center. (Settings > Game Center)
Next, login to your Game Center on Device B. (The same that you are using on Device A)
When you start the game, you'll see the following message: You are currently logged in under (B). Change to (A)?
Tap "Yes" or "No" to confirm.
2. Android > Android
First, make sure your game is connected to your Google Play.
First, login to your Google Play on Device B. (The same that you are using on Device A)
When you start the game, you'll see the following message: You are currently logged in under (B). Change to (A)?
Tap "Yes" or "No" to confirm.
3. Android > iOS or iOS > Android
First, on the current device:
1. Select "Link Device" in the game settings.
2. Select "Transfer this account", then "Link to another device".
3. Keep the link code screen open and move to the new device.
On the new device:
1. Select "Link Device" in the game settings.
2. Select "Load account".
3. Enter the link code.
The connection is now complete!
You can only link to a device with a different OS once.
Please note that while you can play the game with the same account on multiple devices, it can only be played on one device at a time. If you try to play the game on both devices at once, the app will be closed on one of the devices.
How Do I Request a Refund?
Please note the following:
*Certain products are not eligible for refunds, including passes, subscriptions, and packages that grant random or consumable currencies immediately upon purchase.
*Refund requests cannot be processed due to account restrictions, suspensions, or account deletion.
*For purchases made through the Apple App Store, all payment and refund-related matters are handled directly by Apple. Please contact Apple Support for assistance with App Store refund requests.
How Can I Find My Google Play Purchase Receipt?
1. Check Through the Google Play Store App
Open the Google Play Store app.
Tap your profile icon in the top-right corner.
Select Payments & subscriptions.
Tap Budget & history.
Select the purchase you would like to review to view its details.
2. Check Your Receipt Email (Gmail)
Google automatically sends a purchase receipt to the Gmail account used for the purchase..
Open Gmail through the app or website.
Search for "Google Play" or "receipt".
Open the relevant purchase email.
Verify that the screen shows the order number, which begins with "GPA".
Please ensure that any screenshot submitted for verification clearly displays the order number and purchase details.
