COUNTERSIDE Official Homepage FAQ – COUNTERSIDE Official Site

Technical

Q: I cannot access the shop. Please help!

If the network environment is unstable or inconsistent, then the shop error will occur. We are sorry for the inconvenience, and please make sure to play Counterside in an environment with a consistent and stable network.

Q: Why does it say ‘this app is not available for any of your current devices’?

If you encounter this issue please make sure that the device you are currently using is supported by the game's minimum device requirements and device model.

Q: Why can't I download the game? It says 'the game is currently not available in your country.’

Counterside Global does not support other regions that are already in the Official Counterside service. If your country is included in the list of countries mentioned below, you may encounter this issue. However, Counterside Global is not region-locked.
[List of Countries Global does not support: Taiwan, Macao, Mongolia, Brunei, Singapore, Indonesia, Kazakhstan, Tajikistan, Turkmenistan, Hong Kong, Nepal, South Korea, Malaysia, Myanmar, Vietnam, Japan, Cambodia, Thailand, Pakistan, Laos, Maldives, Bhutan, Sri Lanka, Uzbekistan, China, Kyrgyzstan, Philippines.]

Q: Where can I download CounterSide Global?

The game is available at these two stores:
- Google Play Store: https://bit.ly/3LECrYp
- Apple Appstore: https://apple.co/3sReQ04
- Steam: https://store.steampowered.com/app/1976440/CounterSide/

Q: What are the minimum requirements for installing the game?

The minimum device requirements are:

ㆍ 2GB RAM (4GB or higher is recommended)
ㆍAndroid 5.0 / iOS 12 or higher
ㆍAt least 4 GB of storage is needed.

Q: My account keeps on disconnecting from the server. What should I do?

Try out the following if you’re experiencing disconnections:
1. Restart your device and try reconnecting to Counterside.
2. Reconnect to your internet network.
3. Try switching to an alternative internet connection in case there are any communication problems between the game server and your service provider.
4. Close all applications running in the background of your device.
■ If you continue to experience disconnections even after trying out the recommended solutions above, contact Customer Support by sending a ticket.
1. Send a ticket in-game through 'Game Settings' > 'Manage Account' >' Customer Center' > '1:1 Inquiry' to let us know of the problem.

Q: My game keeps crashing after the recent update, what should I do?

If you are having crash issues after a recent update, please follow the troubleshooting steps below:
1. Clear game cache.
2. Try reducing the game's graphics settings for a smoother experience.
3. Try restarting your internet connection.
4. Reinstall the game. (Please make sure that your game's account is connected to Facebook, Google, Twitter, or Apple ID to avoid an accidental loss of your account.)
If you continue to experience crashes even after trying out the recommended solutions above, contact Customer Support by sending a ticket.
1. Send a ticket in-game through 'Game Settings' > 'Manage Account' >' Customer Center' > '1:1 Inquiry' to let us know of the problem.
2. Send a ticket through the Official Counterside Discord.

Purchase

Q: Does the Global server convert to the local currency when making a purchase?

The store itself will do currency conversion. If the currency doesn't get converted to local currency, payment will be in USD automatically.

Q: I haven’t received the package I bought but my money got deducted.

Packages sometimes take time to arrive in your account depending on where you reside. However, if you still did not receive your package after a long time, we highly suggest to send us a ticket.
1. Send a ticket in-game through 'Game Settings' > 'Manage Account' >' Customer Center' > '1:1 Inquiry' to let us know of the problem. Please include as much detailed information as possible while attaching a screenshot of your purchase receipt that shows the Order Date and Order Number as well as the essential information below.
■ The nickname of the account that made the purchase:
■ Name of the market platform used to make the purchase: ( Apple / Google )

Q: Will there be a chance to have a 3rd party payment option? (Ex: Razergold, Load Central, etc.)

We strictly do not support 3rd party payment options, and it's not planned to be developed in the meantime.

Q: Will I get banned if I were to make a purchase from a 3rd party website unaffiliated with the game?

We highly discourage making a purchase from a 3rd party unaffiliated website, Keep in mind that once caught, this may result in the suspension of your account.

Q: Can the Admin Coin 18-days supply contracts and the 30 days supply contracts be stacked?

Yes, both subscriptions can be stacked so you can enjoy more benefits!

Q: I want to make a refund on the items I have purchased. What should I do?

ㆍ Make sure to contact the Studiobside customer service team first! Asking for a refund directly to the market platform (Google & Apple ) before contacting us first may result in your account getting permanently banned.
ㆍ For a detailed refund policy, please refer to the Terms of Service, Section 11.

Account

Q: How do I recover my account?

If you have any issues regarding your account being lost, we highly suggest to provide us with your in-game nickname, business registration number, and other details via Customer Support. To contact customer support, you can:
1. Send a ticket in-game through 'Game Settings' > 'Manage Account' >' Customer Center' > '1:1 Inquiry' to let us know of the problem.

Q: How do I save my game data?

In order to save your game data properly, click on 'Game Settings'> 'Manage Account'> 'Link Account' > 'Choose from Facebook, Google, Apple, or Twitter login'. This will help you secure your account properly.

Q: I forgot my Account/Password details, what should I do?

If you've forgotten your account's email address or password, what we could suggest is to contact the Customer Support email of your linked platform (ex: Facebook, Google, Twitter, Appstore) for you to be able to retrieve your correct email or password properly. (ex: If you have a Google account linked to the game, please contact Google's support to ask for a forgotten password or email address.)

Q: I can't transfer my account from my old device to a new device and I'm currently using a guest login.

Please take note that a guest login won't allow you to transfer your game data to another device. If you are logged in as a guest account on your new device:
     1. Turn off the game.
     2. Turn on the game again.
     3. Before logging in, select "Change Account."
     4. Select "Log Out".
     5. Tap to Select a log in Method.
     6. Log in to the account that you want to log into.

Q: How can I transfer my game progress to another device?

You can transfer your game progress to another device as long your account is connected to a game platform that supports both devices. (Ex: If your account is connected to Twitter, you can log in to your account on both an Android and an iOS device.)

Q: How can I bind my Guest account?

Click on 'Game Settings'> 'Manage Account'> 'Link Account' > 'Choose from Facebook, Google, Apple, or Twitter login'.

Q: Where can I find my Business Registration ID?

Go to `Settings`> `Manage Account` > `Look for your Business Registration ID in the upper left corner.

Q: How can I unlink the platform connected to my account? I want to change it!

Currently, the game does not provide support to unlink an account. This is in order to avoid accounts being lost due to misuse of an account unlinking feature.

Q: How do I delete my game account?

Click on 'Game Settings'> 'Manage Account'> 'Delete Account'. (Please keep in mind that after deleting an account there is a 15-day grace period before the account can be completely deleted.)

Q: How to switch accounts while in-game?

You can switch accounts in-game by clicking on 'Game Settings' > 'Log Out' and logging in with your desired account to play the game.

Q: Can I share my account with my family members or friends?

No, please be informed that account sharing is strictly prohibited as this is both a breach of our operation policy and a risk to the safety of your own data, hence the account suspected of account sharing may be permanently banned.

Gameplay

Q: How can I report bugs, feedback or suggestions?

You can directly contact us by:
     1. Sending a ticket in-game through 'Game Settings' > 'Manage Account' >' Customer Center' > '1:1 Inquiry' to let us know of the problem.
     2. Sending a ticket through the Official Counterside Website through the 'Support' tab on the top right > '1:1 Inquiry' to let us know of the problem.
     3. Sending us a message via the #bug-reports or #suggestions channels on our Official Discord server.

Q: How can I use Counterside Global's game coupons?

Click on `Setting` > `Manage Account` > `Enter Coupon`.

Q: Help! There’s a game mechanic that I don’t understand.

If you do not understand a certain game mechanic, you may click on 'Operation' and then click on '?'. This will show all the in-game guides. Likewise, you may also visit the `Prydwen Guide` through this link: https://www.prydwen.gg/counter-side/

Q: What are the different game modes available in Counterside?

There are a lot of game modes you can try in-game, such as mainstream, supply operation, simulation training, side stories, challenges, free contract, gauntlet, dives, raid, shadow palaces, danger close, and consortium co-op battle. Tip: Make sure to upgrade your team, gears, and ships in order for you to achieve higher stages.

Q: How can I unlock auto mode in-game?

Auto mode will be available once Mainstream Act 1 has been completed.

Q: What is the time for a server reset?

Server time resets every 04:00 (UTC+9) or 14:00 (UTC-5).

Q: What languages are available in-game?

Subtitles are available in English, German, French, and Korean. Dubbing is available in Korean and Japanese.

Q: How can I change the language in-game?

You can change the language through 'Game Settings' > 'Game' > 'Language'.

Q: Help, I can't use the nickname I want.

If you are having trouble using the nickname you wish for your account, please contact Customer Support by:
1. Sending a ticket in-game through 'Game Settings' > 'Manage Account' >' Customer Center' > '1:1 Inquiry' to let us know of the problem.
2. Sending us a message via the #bug-reports channel on our Official Discord server. and share your detailed concerns along with the nickname you are trying to use.

Q: I have a quest that asks me to "complete 1 limit fusion." I went to the limit break tab of my counter and after reaching the limit break, a star has been added. However, the quest did not get completed. Why is that?

Limit Fusion and Limit Break are two different things. Limit breaking involves unlocking up to 6 stars (for SSR units) by using APT cores, S-APT cores, and credits, while Limit fusion is another type of limit break that surpasses the limit break and the base maximum level of 100. The Limit Fusion will increase the maximum level of a Counter by 2 per limit fusion and requires fusion cores and credits. To know more about the difference regarding Limit Break and Limit Fusion, you can check the game guides by clicking on 'Operation' and then on '?'. (Example: If Xiao Lin has a max. of 6 stars and a current level of 100, once you hit limit fusion, her maximum level will be changed to 102.)

General

Q: Will the data still be wiped out in the Official Launch?

Data will not be wiped, as this is the official release of the game.

Q: Does Counterside Global cover all regions worldwide?

Counterside global will be available in all regions, except in the following countries: Taiwan, Macao, Mongolia, Brunei, Singapore, Indonesia, Kazakhstan, Tajikistan, Turkmenistan, Hong Kong, Nepal, South Korea, Malaysia, Myanmar, Vietnam, Japan, Cambodia, Thailand, Pakistan, Laos, Maldives, Bhutan, Sri Lanka, Uzbekistan, China, Kyrgyzstan, Philippines.

Q: How can I play CounterSide on PC?

You can play CounterSide on a PC by installing the application through STEAM.

Q: When is the official date for the Official Launch?

27th of May, 2022.

Q: Are Taiwan, SEA, Japan, Korea, China, and Global servers the same? Why does the Global server lack new game content that the Korean server already has?

They are all different servers with different publishers. Therefore, some servers might be ahead when it comes to game contents, as is the case with the Korean server. (Example: The Korean server's contents may not be available in the Japan or SEA servers.)

Q: Is the game free to play?

Yes, the game is free to play, but there are also additional paid packages you can purchase.

Q: Can I transfer my account progression from other servers to the global server?

No, the account progression transfer is not possible.

Q: I have submitted a Google Playstore review, but I cannot see mine. Is it deleted?

Starting from September 9th, 2022, if you have submitted a review score and/or a review for an application, it will appear on the store after approximately 24 hours. Hence, your review is not deleted. In addition, even if a reply is added to the review, it will not appear during the first 24 hours. If you are having an issue with the game, please submit a ticket through customer service. Thank you.