Ashen Siege Support Center
Help with your account, problems in the game and technical support. Find quick answers below, or write to us: the team reads every message and replies by email, in English or Turkish.
Contact support
Write to us at [email protected].
What helps us help you
- Your player code, for example #K7Q3X9M2 (in the game: Settings > Account). Playing as a guest? Say so: guests have no player code.
- A short description of the problem: what you did, what happened and when.
- Your device and its system version, for example iPhone 15 with iOS 18, or Galaxy S23 with Android 14.
- A screenshot, if you can.
We will never ask for your password, a verification code or any other sign-in details, and you never need to send them. Anyone asking for them in our name is not us.
Writing from the game is quickest
- On the main menu, open Settings (the gear button).
- Open the Support tab and tap the email address on the Contact us card.
- Your mail app opens with your player code and the game version filled in. Add your device and what happened, then send it yourself.
Frequently asked questions
How do I sign in?
On the sign-in screen, tap Continue with Apple or Continue with Google. On iPhone and iPad you can use either, on Android Google. The first sign-in creates your account and you pick a player name. Playing as a guest? Sign in any time from Settings > Account.
What is the difference between a guest and an account?
A guest plays Vs Bot and Practice on this device, with no account and nothing kept on our servers. Online matches, rankings, the shop, the passes, heroes, items, the daily reward and friends need an account, and signing up is free.
Where do I find my player code?
In the game, open Settings > Account: your code (like #K7Q3X9M2) is under Player code, with a Copy button. It only tells us which account is yours and gives nobody access to it. Guests have no player code.
The game cannot connect. What can I do?
Check that your device is online, switch between Wi-Fi and mobile data, then close and reopen the game. During maintenance the main menu says so and online play pauses for a while; Vs Bot and Practice work without a connection. If the game asks for an update, install it from the store. Still stuck? Email us with your player code and the time it happened.
How do I report a bug or a technical problem?
In the game, open Settings > Support and tap the email address under Contact us. Tell us what you did, what you expected and what happened instead, and add a screenshot or a screen recording if you can.
How do I get help with my account?
Email us with your player code and what you need, ideally from the email address of the Apple or Google account you sign in with. You can delete your account yourself at any time in Settings > Account > Delete my account.
A purchase did not arrive
Email us with the receipt the App Store or Google Play sent you. Refunds go through Apple or Google, from your store account.
My account is suspended
The suspension screen shows the reason and a ban code. Appeal from that screen, or email us with the ban code.
How do I cancel a subscription?
The App Store or Google Play bills the Mission Pass and the Daily Pass. Cancel them in your store account.