Our goal is to respond and answer your questions as quickly as possible. To ensure smooth service, please read the FAQ before contacting support.
Frequently Asked Questions
What devices support Puzzle & Dragons?
You can play P&D on the following devices.
Can you play for free?
The app is free to download. You can enjoy the game without paying, but “Magic Stones” which will help you along in the game are paid items.
How do you purchase Magic Stones?
Can I change the time setting on my device?
Is the content of the game different depending on my operating system, or which app store I download the game from?
The content of the game is the same across all platforms, but there may be slight differences in the movements and controls of the puzzle. The game may also have somewhat different content and events based on the region (NA, Japan, Korea, etc.). Please make sure to download the correct version of P&D for your region, or we may not be able to offer support.
Are there any prohibited actions in P&D?
Intentional exploitation of in-game bugs
Trading, buying or selling of game accounts
Modification of the app
Use of illegal third party programs
Client/packet modification or editing
Impersonating Puzzle & Dragons Official Facebook, Admin, or related companies
Any other acts deemed inappropriate by the operations team
Playing the game in a poor network connection environment could result in damaging or losing the game data. Please make sure you have a good network connection when playing. If the game data is damaged due to playing with a poor connection, and you are unable to check you purchase history, please be advised that we are unable to provide any help or support.
We do not refund items that have been purchased, regardless of whether the item was used or not.
The game stopped running properly.
I can't connect to P&D. I recieve a connection error.
The screen froze and I can't control anything.
Please reboot your device and restart the app.
The Login Bonus didn't update.
I can't update the game on my Android device.
Check the network connection:
Check the remaining memory space on your device/external storage:
Delete Cache on the Google Play Store App:
Tap “Settings” on your device and tap on “Apps.”
Tap on the Google Play Store app.
Go to “Cache” and tap on “Clear Cache.”*
I get the error message "Unable to complete transaction," and am unable to purchase Magic Stones.
There seems to be an error with Apple’s systems. Please contact iTunes support for details on the status or your payment.
Does P&D support iOS Family Sharing?
Can you become in-game Friends with users who play on different OS's and who have downloaded the game from different app stores?
I can't add Friends even though I have space on my Friends List.
The user you are trying to add as your in-game Friend may not have any open slots on his/her Friend List. Also, there’s a chance that you are sending more Friend requests than the maximum number of Friends you are allowed to have at the time. In such case, you will not be able to add more Friends.
Can I protect in-game messages?
Yes, you can protect in-game messages by opening the message you wish to save and tapping on the “Protect” button. Once you save a message, you will not be able to select the “Delete” button, and it will not be deleted even when you select the “Delete All” option. Please “Protect” your important messages.
Can I delete all in-game messages?
Yes, you can select the “Delete All” option to delete all in-game messages excluding your saved messages and unread messages.
I seem to be the only one who doesn't see the Limited Time Dungeons.
The Dungeon labeled 1/2 Stamina requires more than 1/2 Stamina.
The Dungeons that are labeled ½ Stamina already display the halved amount of Stamina that they require. Please be advised that the Stamina will not be divided in half even further.
My Stamina suddenly decreased.
This may result from changing the time setting on your device. Please make sure your device is set to the correct time. Changing the time setting deliberately may cause issues with the game data. This may result in corrupted game data. Please refrain from manually changing the time setting on your device.
Special Dungeons and Event Dungeons aren't showing up.
Special Dungeons and Event Dungeons are different from standard Dungeons in that they aren’t always available. Please check our official website to find out the schedule for these special event Dungeons. Also, if the time setting of your device is incorrect, the Dungeons may not properly display.
I don't see the monster that dropped.
The monster that you defeated may have dropped an Egg that contained the pre-evolved version of the same Monster.
I pulled the Egg Machine, but didn't get a monster.
There may be a delay in the network connection. The obtained monster may not appear immediately, but the monster has added to your data. Please check the Monster Box after a few minutes and look for a monster with the blinking “New” text.
I can't add a monster to my Team.
Each monster has a “cost.” If the total Team Cost exceeds the maximum cost your game data is allowed to accomodate at the time, then you will not be able to add them. You can check your current total cost by going to “monster”⇒”Team Edit”⇒”Team Parameter,” so please compose your team of monsters that are below your maximum cost.
I accidentally sold/fused a monster.
Once a monster is sold or fused, it cannot be reverted. If you do not want to sell or fuse important monsters, please go to your Monster Box and register them as your “Favorite” to avoid mistakes.
I got an error while fusing monsters, and the monsters disappeared.
There may be a delay in the network connection. Please restart the app in an area where you have a good network connection.
My remaining Exp is 0, by my Rank did not go up.
I ranked up, by my maximum Stamina and Cost didn't increase.
When you rank up, one of the following parameters may increase: Stamina, Cost, Friend slots. Please note that your Stamina doesn’t increase every time you rank up. Once your available Friend slots reach 50, they will no longer increase when you rank up. You may use Magic Stones to purchase additional slots.
Friend Gift Exchange
The Friend Gift Exchange option disappeared and I can't send a gift.
When you reach Rank 20, you can send a one-time gift from the “Premium Egg Machine” to a Friend. This option will be displayed in the Friend section, but will not appear if you’ve already sent a gift or if the Friend you want to send it to hasn’t reached Rank 20. Please be aware, the Premium Egg Machine contains different monsters than the Rare Egg Machine.
My gift hasn't arrived.
There may be a delay in the network connection. Please wait a while and restart the app where you have a good connection.
Can I backup my game data to a different device or OS?
Backup data from one device to another (same OS):
Device change (across all OS’s):
Will a game data be deleted if it stays inactive for too long?
Game data that may be deleted
The app hasn’t been launched in over 3 months.*
A Magic Stone has never been purchased since the account was created.
The game data is below Rank 6.
What is an ID?
A unique ID is assigned to each game data. The ID represents the game account you use, and it is an important piece of information that is required to search Friends and receive support from the operations team. Please click here for more information.
What is a Secret Code?
The Secret Code is a unique identification code that is meant to confirm that you are the primary user of a game account. It is CRUCIAL that you do not share this information with anyone as it could greatly compromise the security of the game account. Please click here for instructions on how to check your Secret Code.
How do I change my in-game name?
Select “Others” from the bottom menu.
Enter your new name, and tap OK
About Ad Videos
My Ad Videos to increase Monster Box capacity and restoring Stamina do not play. What should I do?
Advertising Identifier Settings
*If the device used has undergone operations that the carrier does not support such as rooting, the Monster Capacity increase and Stamina restoration through Ad Videos may not be reflected in the game. Please note that this issue will not be eligible to solve with Customer Service.
If the FAQ does not answer your questions, please see below.
Note: Unfortunately, we are unable to respond to every single question we receive, but we read each and every one of them so as to constantly improve our product. If there is an issue that is affecting all users, please check the operations site (our official Facebook and Twitter) for more information.