Support & Contact

1. Choose the right contact

For general questions, account access, missing purchases and technical issues, the approved address is support@axocana.com. For personal-information requests, corrections or deletion, use privacy@axocana.com.

These mailboxes are not yet active. They are shown for review, not as a verified way to reach a monitored help desk. No delivery or response time is promised during this preview. Do not send sensitive information to test them.

2. Account access and recovery

Open your Freshwater Journal and choose Account details. If you are still using a guest journey, choose Link my email and complete verification to retain the same account number and progress.

To return to an existing linked journey, choose Recover an account, use its email address and enter the code sent to that address. Review the account before confirming the switch. Recovery does not merge two journeys. Avoid leaving an unlinked guest account until you have linked it if you want to preserve access.

If a code does not arrive, check the address, spam folder and connection, then request a fresh code in the app. Never send a verification code to support. A lost guest session without a linked email may not be recoverable; starting a new guest journey will not restore it.

3. Purchases, AxoCoins and memberships

If a purchase appears missing, first check whether the store confirms payment, whether you are in the correct Axocana account and whether your connection is working. Allow the app to refresh verification and use its restore option for eligible purchases. Do not buy the same item repeatedly to force delivery.

Store restoration and account recovery solve different problems. Restoring an eligible membership does not merge accounts, restore spent consumable currency or recreate a deleted journey. A pending charge is not proof that the app received a completed transaction.

For a purchase investigation, include the platform, item name, approximate purchase time, app version and the store’s order or transaction reference when the mailbox is active. Redact unrelated purchases, billing addresses and payment details from receipts.

Manage renewals using Apple’s cancellation guidance or Google Play’s cancellation guidance. For refunds, see Apple or Google Play. Deleting Axocana does not cancel a subscription.

4. Technical faults and missing progress

Check your connection and reopen the app. Before reinstalling or clearing app storage, make sure your current journey is linked to a verified email. Those actions can remove the only route back to an unlinked guest account.

A useful report includes:

• Your device model, operating-system version and Axocana app version.
• The screen or feature affected, approximate time and time zone.
• What you did, what you expected and what happened instead.
• The visible error message and whether it happens every time.
• A screenshot with personal messages, email addresses and account information hidden unless specifically needed.

For a tank, outfit or journal issue, describe the missing item or last successful action. For camera issues, name the camera view and any displayed status. A preparation screen means the camera is not connected in that build; it does not establish a problem with your device.

5. AI replies and saved memories

If Sirius gives an inaccurate or troubling reply, stop the conversation and report the issue through support once available. Include the approximate time and a brief description; share only the small, redacted excerpt necessary to understand the problem.

You can turn chat off through AI privacy below the message box, and review or remove saved memories through the memory controls. Clearing a conversation on the device does not delete all earlier account records. Use the data deletion guidance for that separate request.

Sirius is an AI character and this support service is not an emergency service. For immediate danger, contact local emergency services or a trusted person who can help directly.

6. Privacy and deleting an account

The Privacy Policy draft explains account records, AI processing, purchases and website storage. Account & Data Deletion explains the in-app controls, proposed external request method and current operational limitations.

Send privacy requests to the privacy address once active, rather than including sensitive details in a general bug report. A request may need proportionate account verification. Passwords, verification codes, full card numbers and complete private conversations are not needed in an initial request.

7. What to expect

Once support is operating, requests should be reviewed according to their subject and the information needed to resolve them. Additional non-sensitive details may be requested. There is no guaranteed response time in this draft; legal deadlines for privacy or consumer matters remain applicable.

For a complaint, describe the issue, any earlier reference and the outcome you are seeking. Contacting support does not restrict your right to approach a relevant regulator, consumer organisation or court.