Support

Last updated: November 6, 2026

If you have a problem, a question or a suggestion about Diyar Online, the fastest way is to open a support request inside the game; if you cannot get into the game, write us an email. This page explains what to do about your account, purchases, reporting a player, deleting your account and data requests.

Contact us

Our response targets: 24 hours for general topics and 12 hours for purchases and player reports (it can take longer on public holidays). In your email give the address registered to your account, your player (character) name and, if you can, the app version; never write your password.

A support request from inside the game

1. In the game open ☰ Menu › Settings and, in the Support section, tap New request.
2. Choose the topic (account, purchase, bug, player report, suggestion, other) and describe your problem.
3. You can attach a screenshot or a short video; if you agree the latest error log is sent too.
4. Replies appear inside the game and in the support section; if your account has a verified email and you ask for notifications, you also get an email.

Guests can open requests too. Your app version, device model, operating system and language are added to the request automatically; what is stored and for how long is in Privacy Policy › Support requests.

Common problems

• I cannot sign in / I forgot my password: use I forgot my password on the sign-in screen and reset it by email (the link is valid for 1 hour). If the email does not arrive, check your spam folder; if it still is not there, write to us.
• My character is gone: a guest character is tied to an ID code on your device; clearing the app's data or removing the app cuts access to the code. If you linked the character to an account, sign in with the account. If you did not, write to us; we will try what we can but cannot promise anything.
• I want to play my character on another device: in the game create an account with an email and password under Settings › Account, link your guest character, and sign in with the same account on the new device.
• The game will not connect: the multiplayer world lives on a server and needs an internet connection. Check your connection and restart the app; if it continues, write us the message on the error screen and the time.
• I found a bug: choose the Bug topic in a support request, say what you were doing and attach a screenshot if you can.
• The account I created with Apple or Google has no password: an account you created with Sign in with Apple or Sign in with Google has no password until you add one, and none is needed: on the sign-in screen press the same Continue with Apple or Continue with Google button. If you want a password, set one with Add password in ☰ Menu › Settings › Account › Sign-in methods (the I forgot my password link also sends a link to your account's email address to set a password). You remove a linked sign-in in the same section with Remove; you cannot remove your only way to sign in, so add a password or link another account first. No password is asked when you delete the account either. Details: Privacy Policy › Sign in with Apple and Sign in with Google.
• My achievements do not show in Game Center / Play Games: you need to be signed in to the platform (Game Center on iOS, Play Games on Android) and play with your account; guest characters cannot be linked to the platform. Check in Settings › Achievements and leaderboard that the link is set up and, if needed, remove it with "Unlink" and link again with "Connect". The platform's list can be a few minutes late. A platform player can be linked to only one Diyar account at a time: if it is linked to another account, remove the link there first. Details: Privacy Policy › Game Center and Google Play Games link.

Purchases and refunds

Inside the app, Diamonds are bought only through the App Store (iPhone, iPad) or Google Play (Android); the store processes the payment and your card details never reach us. Buying is for accounts only: you must have confirmed that you are 18 or older and verified your email.

• I paid but the Diamonds did not arrive: close and reopen the app; a purchase that was not finished is offered again when the app opens. If they still did not arrive, open a support request, choose the Purchase topic and write the order / transaction number from the store's receipt.
• Refunds: a refund is the store's own process. For Apple see reportaproblem.apple.com (Apple: request a refund), for Google Play Google Play: request a refund. If the store approves the refund, the Diamonds are taken back from your account.
• Diamonds never expire in the app, are tied to the account, cannot be transferred and cannot be cashed out; details: Diamonds Terms.
• If parental controls or Screen Time have turned purchases off, the app says so; you turn the setting on from your device.

Reporting a player

To report a disruptive player, long-press them or tap their name in chat and choose Report in the menu; the last chat lines are attached for review (guests can report too). Choose Block from the same menu and you no longer see that player's messages. We review reports first; when needed we mute, kick or ban the player.

Deleting your account

You can delete your account from inside the game:

1. Open ☰ Menu › Settings › Account and tap Delete my account.
2. Read what will happen, enter your password and tick the confirmation box; then tap Yes, delete my account. On an account that was created with Apple or Google and has no password added, no password is asked; you only tick the confirmation box.

• If you sign in to the account within 14 days the deletion is cancelled; after that it cannot be undone.
• Your email, password, notification settings, last seen country, Game Center / Play Games link and token, Sign in with Apple / Sign in with Google records (the Apple sign-in token stored with us is revoked at Apple) and support conversations are deleted; your characters become anonymous and your names are released. Achievements and scores already written to the platform are the platform's data and are not deleted.
• Your Diamonds balance and the entitlements you bought are lost and are not given back. Order and Diamonds ledger records are kept without personal details because the law requires it.
• Removing the app from your device does not delete the account.

If you cannot get into the game, email privacy@playdiyar.com from the address registered to your account with the subject "Account deletion request"; once we have verified that the request comes from the account's owner we start the deletion and let you know. Details: Privacy Policy.

Data requests

To find out what data we hold about you, get a copy, correct it, delete it or restrict its processing, email privacy@playdiyar.com from the address registered to your account with the subject "Data request", and say what you want and your player name. For a guest character, give the character name and your support request number if you have one. We answer within 30 days at the latest. All your rights, the data controller and the retention periods are in the Privacy Policy.