PLAYER SUPPORT
We’re here to help.
Having trouble signing in, missing a purchase, or need to delete your account? Our support team is ready to help you get back to the battle.
Response time
Within 2 business days
Response times may be longer during holidays and major updates.
ANSWERS
Frequently Asked Questions
Start here — most issues can be solved in a few steps.
Can’t find your answer? Email player support.
How do I sign in with Google?
Tap “Sign in with Google” on the Heart of Blaze title screen. Choose the Google account you want to use, review the permissions, and select Allow. Google shares your name, email address, profile picture, and Google account ID with us so we can create or link your game account. We never receive your Google password, and we never access Gmail, Google Drive, Google Calendar, Google Contacts, or any other Google service.
What information does Heart of Blaze receive from Google?
We request three scopes: openid, email, and profile. This gives us your Google account ID, email address, name, profile picture, and locale. We use it only to create and secure your account, display your profile, link your progress, provide support, and meet legal obligations. Read the full details in our Privacy Policy.
How do I disconnect Google Sign-In?
Go to your Google Account permissions, select Heart of Blaze, and choose Remove access. This stops future access to your Google account data. It does not delete your Heart of Blaze account or game progress. To delete your account, see the section below.
I lost my account or my progress is missing.
First, make sure you are signing in with the same Google account or login method you used before. If you still cannot find your progress, email us with your player ID, display name, the email address linked to the account, the approximate date you last played, and any purchase receipts. We will investigate, but please note that we may not be able to restore an account that has been deleted.
How do I delete my account and personal data?
You can request deletion by email or, if available in your version, from Settings → Account → Delete Account. Full instructions, timelines, and a ready-to-send email template are in the “Delete your account and data” section below.
How do I request a refund?
Purchases made through Google Play are handled by Google. Request a refund through Google Play’s refund process. If you purchased through another platform, contact that platform. If a purchase was completed but the item did not arrive, contact us with your Google Play order ID (it starts with “GPA”) and we will investigate. Nothing in this section limits your statutory rights.
I did not receive my purchase.
Wait a few minutes and restart the Game. Check that you are signed in to the same account that made the purchase. If the item is still missing after 24 hours, email us with your player ID, the Google Play order ID (starts with “GPA”), the item purchased, the amount, and the date of purchase.
How do I report a bug?
Email us with your player ID, device model, operating system version, game version, a clear description of what happened, and screenshots or a short screen recording if possible. Tell us whether the issue happens every time or only occasionally.
How do I report a player or cheating?
Email us with the player’s display name and player ID if you have it, the server or region, the date and time, a description of what happened, and any screenshots or video. We review every report, but we do not disclose the outcome of investigations or actions taken against other players.
How do I appeal a ban or restriction?
Email us with your player ID and the reason you believe the restriction was applied in error. We will review the case and aim to respond within 5 business days. Do not create a new account to evade a restriction.
How do I make a privacy request?
Email you.xiao@521qw.com with the subject line “Privacy Request – Heart of Blaze”. Tell us what you want to access, correct, or delete. We may ask you to verify your identity before we act. See our Privacy Policy for details.
ACCOUNT DELETION
Delete your account and data
You can request deletion at any time. Deleting your account is permanent, and we may not be able to restore your progress, items, or purchases afterward.
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Send an email from the address linked to your account to you.xiao@521qw.com with the subject “Account Deletion Request – Heart of Blaze”.
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Include your player ID, display name, and the Google email address you used to sign in (if applicable). If you cannot email from the linked address, include enough information for us to verify ownership.
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We will confirm receipt, verify your request, and delete your account and associated personal data within 30 days.
If your version of the Game includes an in-game deletion option, you can also use Settings → Account → Delete Account.
What is deleted
- Your account and profile, including your display name and player ID
- Your Google Sign-In link and the Google data we received (name, email, profile picture, Google account ID)
- Your game progress, heroes, items, and in-game currency
- Your alliance membership and friends list
- Your support history, subject to the retention rules below
What may be retained
- Purchase and transaction records required for tax, accounting, consumer-protection, and payment-network rules (up to 5 years)
- Security, fraud-prevention, and anti-cheat logs (up to 12 months)
- Information needed to comply with a legal obligation or resolve an open dispute
- Aggregated or de-identified information that cannot reasonably identify you
Email template
Subject: Account Deletion Request – Heart of Blaze Hello Heart of Blaze Support, I request deletion of my Heart of Blaze account and associated personal data. Player ID: Display name: Google email used to sign in: Server / region (if known): Reason (optional): I understand that deletion is permanent and that some records may be retained where required by law. Thank you.
Note: Canceling a subscription is separate. Subscriptions purchased through Google Play must be canceled in Google Play. Deleting your account does not automatically cancel them.
SIGN IN
Google Sign-In help
Heart of Blaze uses Google Sign-In for secure authentication. We request only openid, email, and profile. We never receive your Google password and never access Gmail, Google Drive, Google Calendar, Google Contacts, or any other Google service.
What we receive
- Your Google account ID
- Your email address
- Your name, profile picture, and locale
How to disconnect
- Go to your Google Account permissions.
- Select Heart of Blaze.
- Choose Remove access.
Disconnecting stops future access but does not delete your game account. To delete your account, use the section above. If you do not see Heart of Blaze in your Google permissions, you may have signed in with a different Google account.
PURCHASES
Purchases and refunds
Purchases in Heart of Blaze are processed by Google Play or the platform you used. We do not receive or store your full payment card details.
- For Google Play refunds, use Google Play’s refund process.
- For missing items, email us with your Google Play order ID (starts with “GPA”), the item, amount, and purchase date.
- For unauthorized purchases, contact Google Play and your payment provider immediately, then contact us so we can review the account.
- Nothing in this section limits any statutory rights you may have.
DIAGNOSTICS
Report a bug
Help us reproduce and fix the issue quickly. Include your player ID, device model, operating system version, game version, steps to reproduce, and screenshots or a short video if possible. Send it to you.xiao@521qw.com with the subject “Bug Report – Heart of Blaze”.
SAFETY
Report a player
Send the player’s display name and player ID, server or region, date and time, a description of the behavior, and any screenshots or video to you.xiao@521qw.com with the subject “Player Report – Heart of Blaze”. We review every report and keep investigations confidential.
YOUR DATA
Privacy requests
To access, correct, delete, or port your personal information, or to withdraw consent, email you.xiao@521qw.com with the subject “Privacy Request – Heart of Blaze”. We may verify your identity and will respond within 30 days. For full details, read our Privacy Policy.
CHECKLIST
Before you contact us
Including these details in your first email helps us resolve your issue faster.
- Your player ID (shown in Settings → Account in the Game)
- Your display name and server or region
- Your device model and operating system version
- Your game version
- A clear description of the issue and any screenshots
- Your Google Play order ID for purchase issues (starts with “GPA”)
- The email address linked to your account
PUBLISHER
Publisher information
- Legal name
- Bei Jing Qi Wan Technology Limited
- Chinese name
- Beijing Qiwan Technology Co., Ltd.
- Address
- Room 305, 3rd Floor, Building 3, No. 7 Zhonghuan South Road, Wangjing, Chaoyang District, Beijing, China
- you.xiao@521qw.com
- Phone
- +86 133 9037 7427