常见问题
如何注销我的账号?
打开游戏 → 右上角"设置" → 滚动到底部"🚫 账号安全" → 点击"删除账号"。系统会进入 30 天宽限期,期间登录游戏可以在同一位置撤销。宽限期结束后账号数据将永久删除,不可恢复。
忘记密码怎么办?
目前请通过 support@cozywoof.com 联系客服,提供您的账号信息(用户名或注册邮箱),我们会协助您重置密码。
购买了钻石但没到账?
网络问题偶尔会导致到账延迟。请:
- 确认已从 App Store 收到扣款邮件(证明支付成功)
- 断开重连或重启游戏,系统会自动补单
- 仍未到账请发邮件到
support@cozywoof.com,附上 Apple 订单编号(邮件中可查)
钻石可以退款吗?
虚拟货币为消耗型商品,原则上不支持退款。误购请在 24 小时内通过 Apple 的 reportaproblem.apple.com 申请。特殊情况(账号被盗、误购)可联系客服协助向 Apple 提交申诉。
如何举报违规玩家?
在聊天中长按对方消息 → 选择"举报" → 选择原因(骚扰/色情/暴力/广告/欺诈/政治敏感/其他) → 提交。我们承诺 24 小时内处理。你也可以从聊天菜单中"屏蔽此用户"来立即停止收到该玩家消息。
已屏蔽的玩家如何解除?
设置 → 已屏蔽用户 → 找到对应用户 → 点击"解除屏蔽"。解除后你会重新收到该玩家的消息。
Gacha 抽卡概率在哪查看?
游戏内商店 → 抽卡界面 → 页面下方"抽卡概率"卡片会列出当前池每种稀有度(UR/SSR/SR/R/N)的爆率,以及保底机制说明。
游戏卡顿或闪退
请先尝试以下步骤:
- 关闭游戏后重新打开
- 检查设备存储空间是否充足(建议至少 1GB 剩余)
- 更新到最新版本(设置 → 关于 → 检查更新)
- 如问题持续,发邮件说明:设备型号、系统版本、复现步骤
数据导出申请
根据 GDPR / 相关法规,你有权申请导出账号相关的个人数据。请发邮件到 support@cozywoof.com,标题写"数据导出申请",附上账号 ID,我们会在 7 个工作日内提供。
未成年玩家保护
本应用面向 9 岁及以上玩家。如您是家长/监护人,发现您的孩子(尤其是 13 岁以下)未经您同意注册使用本应用,请通过 support@cozywoof.com 联系我们,我们会立即删除相关数据。
相关文档
📮 Contact Us
Support Email: support@cozywoof.com
Response time: Within 24 hours on business days; reports handled within 12 hours
Website: https://cozywoof.com
Frequently Asked Questions
How do I delete my account?
Open the game → tap "Settings" (top-right) → scroll to "🚫 Account Safety" at the bottom → tap "Delete Account". Your account enters a 30-day grace period during which you can cancel by logging in and tapping "Cancel Deletion Request" in the same place. After the grace period the data is permanently deleted and cannot be recovered.
Forgot my password?
Currently please contact support@cozywoof.com with your account info (username or registered email). We'll help you reset it.
I bought diamonds but haven't received them
Network issues occasionally cause delays. Please:
- Confirm you received the App Store receipt email (proves the payment went through)
- Disconnect and reconnect, or restart the game — the system will auto-restore the order
- If still not received, email
support@cozywoof.comwith your Apple order ID (from the receipt)
Can I refund a purchase?
Virtual currency is consumable and generally non-refundable. For accidental purchases within 24 hours, please use Apple's reportaproblem.apple.com. For special cases (account theft, mispurchase) contact support to assist with an Apple appeal.
How do I report an offending player?
Long-press the offending chat message → select "Report" → choose a reason (harassment / porn / violence / spam / fraud / political / other) → submit. We commit to a response within 24 hours. You can also "Block" the user from the same menu to immediately stop receiving their messages.
How to unblock a user I've blocked?
Settings → Blocked Users → find the user → tap "Unblock". Their messages will resume showing.
Where can I see gacha odds?
In-game Shop → Gacha screen → the "Rate Details" card at the bottom lists each rarity (UR / SSR / SR / R / N) probability for the current pool, along with the pity system.
Game lag or crash
Please try:
- Close and reopen the game
- Check device storage (at least 1GB free recommended)
- Update to the latest version (Settings → About → Check for Updates)
- If the issue persists, email us with: device model, OS version, and reproduction steps
Data export request
Per GDPR and related regulations, you have the right to request an export of your personal data. Email support@cozywoof.com with subject "Data Export Request" and your account ID. We'll provide it within 7 business days.
Children's safety
This app is intended for players aged 9 and older. If you are a parent or guardian and discover your child (especially under 13) registered without your consent, please contact support@cozywoof.com — we'll delete the related data immediately.