**Q: How can I cloud save? (Android)?** Please refer to [**Soul Knight Cloud Save Manual for Android Users**](http://chillyroom.com/en/soul-knight/soul-knight-cloud-save-manual-for-android-users). The only supported way to back up your game data is via the in-game cloud save feature, where you need to upload your local save data to the cloud MANUALLY. Simply logging into Google Play Games will NOT auto-save your progress. Tapping on the Facebook button on the main screen will NOT "link your game account with Facebook" either. [Not helpful](mailto:info@chillyroom.games)

**Q. Which login should I use? Google or ChillyRoom account??** * If you have cloud saved your data before v4.2.5 (released on 2022/09/14), please log in with Google account. We will migrate your cloud save data to ChillyRoom's game server. * If your phone does not have Google services, you can enter the game by logging into the ChillyRoom account. If you choose to sign in with Google, please make sure that you use the same Google account or Apple ID every time you log into the game. The same applies if you choose the ChillyRoom account in the first place. If you switch accounts, you won't be able to upload your local save to the cloud. [Not helpful](mailto:info@chillyroom.games)

**Q. When I try to sign up for a ChillyRoom account, I get a message that says "The account already exists". But I don't remember signing up for one in Soul Knight.** You have already registered one account, possibly in Otherworld Legends or We Happy Restaurant. If you don't remember the password, you can always reset it by tapping the "Forgot password" button on the login window. [Not helpful](mailto:info@chillyroom.games)

**Q. If I have already saved to Google before the migration, can I still sign up for a ChillyRoom account?** Yes, but after you log into your ChillyRoom account, make sure that you bind it with your Google account BEFORE you cloud save. Otherwise, your save data in Google cloud can't be migrated to the server of ChillyRoom. [Not helpful](mailto:info@chillyroom.games)

**Q. I have changed my phone from iPhone to Android? Can I transfer my save data?** No. The Android version and the iOS version have completely different account systems and data structures. Game data can't be migrated between Android and iOS. [Not helpful](mailto:info@chillyroom.games)

**Q. Can I share save data between different accounts?** No. [Not helpful](mailto:info@chillyroom.games)

**Q. I have deleted the game/factory reset my phone/changed my device. How can I restore my game data after that?** If you have never cloud saved before, there is no way for us to recover your lost data for you. App reinstall, factory reset, and device change are all system-level operations that can wipe all the app data clean. Soul Knight does not auto-back up your data. You need to manually save it to the cloud from time to time to prevent unexpected data loss. 1. I have cloud saved before. Log into the same account that you used to cloud save. When the cloud save bar shows your save data, tap on Download Progress. 2. I have NEVER cloud saved before. Your game data cannot be restored. It has been erased from your device. And since you have never cloud saved, there is no backup of it in our server either. But non-consumable in-app purchases (heroes, skills, etc. that are unlocked with real money) can be restored. [Not helpful](mailto:info@chillyroom.games)

**Q. I am pretty sure I have uploaded my save to the cloud. But nothing appears on the cloud save bar.** If that is the case, please contact our customer service and send us the below information: • Where do you download the app • and all the possible accounts you have once used • and a screenshot of your Account Info (tap on the smiley face icon) [Not helpful](mailto:info@chillyroom.games)

**Q. What should I do if I get the message that says "The save data does not belong to the current account"?** ● Check if you have changed your account. If the save data has been uploaded to one cloud save account, you cannot upload it again to another one. ● Check if you have updated your game via a different app marketplace. If you've uploaded save data on the app downloaded from app marketplace A, you can't upload the same data on the app updated/downloaded from app marketplace B. [Not helpful](mailto:info@chillyroom.games)

**Q. What should I do if I get the message that says "Please retry after X days." when I try to cloud save?** You have to wait for X days. There is no other way to skip the waiting. For more information, please refer to Cloud Save Limitation. [Not helpful](mailto:info@chillyroom.games)

**Q. Why is my account banned?** Your account has shown firm evidence of hacking or cheating. It will be permanently banned. An account banned for cheating will not be unbanned under any circumstances. Please do not share your account information with anyone. You will be solely responsible for all consequences including the account ban. [Not helpful](mailto:info@chillyroom.games)

**Q. I have made an in-app purchase. But it is still locked in my game. When I tap on it, an error message pops up and says that I have already owned the item.** If you made the purchase less than 24 hours ago, please wait 24 hours and see if you can receive it by tomorrow. If you have waited for more than 24 hours but less than 48 hours, but you never receive the item, please immediately request a refund on Google Play: [**Request a refund on Google Play**](https://support.google.com/googleplay/workflow/9813244?hl=en) If your refund request is later rejected by Google Play, please send us the Google Play purchase receipt and we will move forward on our side. Please note that we need the receipt that has the order number starting with "GPA". The receipt should look like this:  Here is the guide from Google on how to find your receipt: [**Understand your Google Store charges and receipts**](https://support.google.com/store/answer/6160235?hl=en) [Not helpful](mailto:info@chillyroom.games)

**Q. How do I request a refund if I am an iOS user?** Please click "Report a Problem" on your Apple receipt and file a refund request for Apple.  [Not helpful](mailto:info@chillyroom.games)

**Q. I made a purchase by accident. Can I get a refund?** Once an item is sold and received, we don't refund it in most cases. Thank you for your understanding. [Not helpful](mailto:info@chillyroom.games)

**Q. I can't find or use my non-consumable in-app purchases.** As long as your purchased item is something other than consumables like gems and Fish Chips, then yes, it can be restored. To restore purchases on Android: If you hope to restore all paid products, on the main screen, tap on the gear button, and then tap on the green shopping cart button.  If you hope to restore a specific product, please tap on the BUY button under the paid product you had before to try to repurchase. You won't be charged again but, in the process, the restore will happen. For other purchases, the process is the same.  To restore purchases on iOS: On the main screen, tap on the gear button, and then tap on the green shopping cart button.  NOTICE: If you log into a ChillyRoom account that can't be bound with any Google account, you won't be able to have your non-consumables restored because we can't verify which Google account made the purchase earlier. [Not helpful](mailto:info@chillyroom.games)

**Q. I can't download the game from Play Store.** Here is the guide from Google on how to troubleshoot the issue: [**Fix problems downloading apps from the Play Store**](https://support.google.com/googleplay/answer/7513003?hl=en) You can try switching to another internet connection, restarting Play Store and phone, clearing cache, and clearing the data of Play Store (NOT THE GAME APP ITSELF just the Play Store). [Not helpful](mailto:info@chillyroom.games)

**Q. What are the minimum specs of the device for the game to run smoothly?** It requires at least 2G RAM to run. [Not helpful](mailto:info@chillyroom.games)