Support

ACCOUNT

How can I keep my account safe?

Connect your account to Wizard ID. Through Wizard ID, you are best able to control access to your account;
Never share your account with anyone and never play other peoples’ accounts. You might never regain sole access to your account again or might get your accounts banned. For more information on unaccepted behaviour see Safe and Fair Play Policy down below;
Don’t share details about yourself or your account in Chat. Sharing Personally Identifiable Information (PII) puts your privacy and your account security at risk;
Don't try to recover your friend's account for them. Attempting to recover other players’ accounts through Support is considered phishing. We have no way to verify whether your friend has asked for your help or not. Please ask your friend to contact Support themselves.

About Wizard ID

Wizard ID is a service that allows you to safeguard your game account and easily play your Diregriff game accounts on all of your mobile devices.

You can sign up for a Wizard ID in the game’s settings. Just tap the button under ”Wizard ID” to get started.

Recover Wizard ID password

Did you start a new game on another device and want to restore the progress using Wizard ID but don’t remember the password?

Then, once you’re in a login screen that shows the “PLAY” button and says below the button “...or login to restore progress”, press Wizard ID as a login option, enter the email and tap “Recover”. You should receive an email shortly with instructions saying how to change your password.

Access or delete your data

About GDPR

GDPR stands for "The General Data Protection Regulation." It is a data protection law that applies to any companies operating inside the European Union.

Please see our privacy policy for more details about how Diregriff handles player data.

Request your personal data

Upon request, we will provide you a copy of your personal data in an electronic format.

Below is how this will happen:

We require that the account whose data you wish to receive is connected to Wizard ID;
We will then send the data to the email address associated with this Wizard ID;
We are only able to send data to email addresses associated with the Wizard ID of your game account.

Should you request any further copies of your data after this, we may charge a reasonable fee based on administrative costs.

Request deletion of your personal data

It is possible to request the deletion of all the information we have collected about your game account.

To fully comply with this request, this means the permanent closure and deletion of the game account. This includes all in-game currency and progress, whether paid for or not.

PURCHASES

I didn't get my Android purchase!

My Purchase was Canceled!

If you’ve tried making a purchase but your order was canceled, you will not be charged for that order.

However, Google Play may put a temporary “reservation” on your credit card equal to the value of the purchase. But don’t worry about it; these “reservations” clear automatically in a short period.

Canceled purchases are likely to occur if your billing address, and/or the name registered in your Google Wallet is different from the one on your credit card.

Fix it up by contacting your bank to confirm details, then log into your Google Pay, and enter “Payment Methods,” to verify that your information is consistent.

I didn't get my iOS purchase!

Orders usually deliver instantly, but may take longer. When such delays occur, it means the purchase is still being processed. There is no need to try purchasing the same deal again - it should arrive soon!

If you haven't received what you bought, please contact Apple Support. All payments made toward the game are processed by Apple.

Preventing and managing in-app purchases

All of our games are free to download. However, please note that our games also offer entirely optional “in-app purchases.” These purchases are never required to play the game, but can be used to enhance some elements of gameplay. In-app purchases vary in price and range from $0.99 to $99.99 (without taxes) in U.S. app stores, for example.

In-app purchases are paid for with real money and are always clearly labeled as such. They’re accessible “in game,” meaning that the options to make a purchase are found within the game itself.

Important: You can easily manage the ability to make in-app purchases, adjust password protection settings, or disable in-app purchases entirely through your mobile device’s general settings. The way to do this depends on whether you’re using an Apple iOS device, like an iPhone or an iPad, or a Google Android device. Either way, the instructions you need are here:

Where do I find my purchase history?

To review your purchase history, please check the guides below:

iOS:

Open the Settings of your device;
Tap on your username, then tap ‘Media & Purchases’;
Sign in with your Apple ID;
Tap on ‘Purchase History’.

Here’s the Complete Guide on how to see your iOS purchase history from different platforms.

Android:

Open the Google Play Store app;
Tap on ‘Menu’, then tap ‘Account’;
Tap on ‘Purchase History’.

You can also enter Google Payments, then log in with your desired Google account.

GAMEPLAY

Battles

Campaign is the main progression path in the game. As you progress through campaign locations the rewards get bigger everywhere else, including other battle modes like Portal, Arena, Mines, Patrol, Trials and Championship.

Each battle mode is unique, offering combinations of enemies and waves aimed to test your team of heroes and focusing on specific rewards.

We continuously fine tune the battle modes to make them ever more engaging, helping you discover new strengths of your teams and keeping them relevant throughout all progression points, no matter if you’ve just started the game or have been playing for a while.

Seasons

Arena and Team battle modes start a new season at the beginning of each month. Rewards awarded at the end of each month based on your arena score and team battle progression respectively.

Events

Mines, Patrol, Trials and Championship are event based battle modes.

Mines resets every 24 hours;
Patrol resets every 8 hours;
Trials is available for 24 hours and then closed for 24 hours until the cycle repeats;
Championship is available for 48 hours, followed by 48 hours of being unavailable.

Resources

Each resource has a tappable icon that describes what it does and how it can be of help. Check them out in game for more details.

How to beat hard levels?

When automated matches don’t cut it anymore and your team gets beat, give the old school matching a try! It might seem hard at first, but with some practice you’ll master making multiple matches in one go. You’ll be able to activate multiple active skills and heal your heroes within just one round making it possible to pass through the toughest levels!

Also remember to put heroes with the most HP, like warriors, at the front line to soak up the damage, while keeping heroes with the most attack at the back. As well as consider making a team of the same faction to get extra team boost.

How to change my username?

To change your name, open the in-game Settings, press the "Change Name" button, and follow the on-screen instructions. We advise you not to use special characters (like emojis) in your username, as these might not be visible after you confirm the change. Further name changes can be purchased with Gems.

Keep in mind:

Each time you change your name, the cost for the next name change increases. Choose your name wisely!
We reserve the right to change any inappropriate names at our own discretion, with no compensation;
We do not change usernames upon request.

Maintenance breaks

When the game is under a "maintenance break," it means that we're doing some necessary work under the hood to provide the best experience possible.

During this time:

Arena battles and Teams tab are disabled until the maintenance break is over;
Campaign, Quest and all other reward Timers will continue running.

You will be able to access the disabled portions of the game again once the maintenance break has ended.

TROUBLESHOOTING

My game crashes!

In order to fully enjoy our game, it requires at least the following specs:

Android:

0.5 GB of RAM (1GB or more recommended);
Android OS 5.0 or better;
A screen resolution of 800x480.

We cannot guarantee these specifications alone will be enough to run the game. Devices are made for different purposes, and not all lend themselves well for gaming. Also, the game may be unstable if your phone has a modified OS or a custom ROM.

iOS:

1 GB of RAM minimum;
iOS 11 or newer;
iPhone 5S or newer;
640 x 960 screen resolution minimum (higher is recommended).

Devices such as the iPhone 4S, iPod Touch 5th Gen, iPad 2 or iPad Mini have 512MB RAM; the game may not load or perform optimally on them. Sometimes these specs alone aren’t enough to enjoy the games. Some iPhone devices might respond better to our game than others.

FAIR & SAFE PLAY

Why was I banned?

We reserve the right to issue bans for accounts that have violated our Terms of Service. Our Terms of Service aren't always the lightest reading, so let's make it a little simpler.

One of the main reasons we ban accounts is disruptive behaviour. We believe that everyone should have the opportunity to play our games without being harassed for any reason. That means that there can be no trying to shock or offend other players, no hateful or abusive language, nothing sexual, and no bringing up political or religious topics that are sure to bring out strong emotions.

Another big reason for bans is players gaining an unfair advantage. Trying to gain the upper hand through foul play, such as 3rd party software, account sharing, or fraud is not allowed. We have a zero-tolerance for anyone nefariously gaining an unfair advantage over other players.

Please note: “disruptive behaviour” and “gaining an unfair advantage” are not ban reasons you might see in a ban pop-up. However, if you do receive a ban, it will fall into one of these two offences.

What determines a ban's length?

This mostly depends on the severity of the offence. Sometimes, a short ban of a few days is enough to remind someone that their behaviour is inappropriate. If someone needs to be reminded again, we may ban the account for longer (e.g. 7 days, or even 31 days).

In the case of extreme offences such as cheating, systematic account theft or illegal activity such as fraud, we will permanently ban an account.

What is Safe and Fair Play?

SAFE AND FAIR PLAY POLICY

We consider providing a fair and secure gameplay environment a top priority. In pursuing that goal, we do not tolerate cheating or abusive behaviour. We expect our players to play fairly and by the rules of the game at all times.

Misconduct with any of the practices listed below or our Terms of Service, will lead to penalties such as, including but not limited to, revoked in-game currency, temporary game suspension and permanent game account closure.

Help us create a great gaming environment, and safeguard your account and device by keeping the following in mind while playing:

DISRUPTIVE BEHAVIOUR

We're all here to enjoy games together. Being abusive towards others drains the fun from the game.

When engaging in any kind of in-game communication, we kindly ask that you are respectful of others. This also applies to the language used in your team's name and description.

Here are a few examples of that we consider inappropriate:

Hate speech, racism and other discriminatory language;
Obscene or sexually explicit banter;
Threats or harassment;
Excessive swearing;
Bullying.

If you encounter another player misbehaving towards yourself or others, please report!

Consequences of misconduct: Disruptive behaviour can lead to temporary and even permanent game account closure. Making false reports just to get someone banned can lead to the same.

USE OF THIRD PARTY SOFTWARE

Third party software consists of unapproved apps that manipulate gameplay. By altering game functionality, third party software aims to provide unfair advantages while putting your account and privacy at risk.

Third party software includes:

Hacks, "mods", or programs that unfairly alter game functionality;
"Bots", or gameplay automation services or scripts;
Any other programs that aim to modify or provide unearned progress.

Consequences of misconduct: Trying to gain an unfair advantage by using prohibited 3rd party software will result in a permanent ban for any offending account(s).

UNAUTHORIZED GEM BUYING/SELLING

Certain websites and individuals might offer cheaper gems. Don't be fooled - it's a scam.

Such services request private login data (such as your Wizard ID, Apple ID, Google Play credentials, etc) in order to access your game account. These vendors will gain access to your account and oftentimes, hijack the account and try selling it to other players.

Important: If you release your private information/credentials to 3rd parties, you're permanently placing your game and financial/online security in a high-risk situation.

Consequences of misconduct: Purchasing gems or diamonds from 3rd party vendors can lead to revoked in-app currency and can even get your account permanently banned.

Selling, buying, sharing or giving game accounts to other players is against our Terms of Service and never endorsed by Diregriff.

Account sales involve advertising advanced game accounts, and luring players eager to progress with tantalizing and unrealistic promises.

The risks surrounding account sales are:

The seller may take your money and never give you the account;
You cannot be sure that the seller won't continue using the account;
They may be selling the same account to multiple people;
The account status is unknown; it could already be poised for permanent ban;
The account will never be secure; Diregriff cannot provide support for compromised accounts;
If you choose to spend money on the account, it is still in danger of permanent closure due to breach of our Terms of Service;
Help stop this bad practice by refusing to sell your account, and reporting those who do!

Note: Also sharing an account between multiple players in order to gain competitive advantages is against our Terms of Service.

Consequences of misconduct: We cannot guarantee the security of any account that has been passed from one player to another; we reserve the right to permanently ban any account that has been transferred between players.

OTHER UNACCEPTABLE BEHAVIOUR

Diregriff Staff impersonation;
Phishing other players' accounts;
Refund abuse;
Knowingly exploiting a bug;
Messing with Matchmaking;
Match fixing;
Encouraging others to break the rules;
Asking for or providing personal contact information;
Misuse of in-game chat for Advertising, Spamming & Scamming;
Political statements of affiliation, support, or opposition.

The rules of our Safe and Fair Play policy (Code of Conduct) apply to Wizarding Heroes and all other Diregriff games. “I didn’t know…” is not a valid excuse. We’re all here to have fun and enjoy the game!

HOW WE ENFORCE FAIR PLAY

Whenever we can, we aim to prevent cheating and disruptive behaviour in our games. To achieve a fair playing field for every player, we aim to enforce all rules equally to everyone.

DON'T BE A CHEATER!

We consider “bot” and “mod” use cheating, and strongly encourage players to remove any of the aforementioned programs from their devices.

Third party software consists of unapproved apps that manipulate gameplay. By altering game functionality, third party software aims to provide unfair advantages, while putting your account and privacy at risk.