Frequently Asked Questions (FAQ)
Introduction
Here you can find the answers to the most frequently asked questions.
Nicknames
How do I change my Nickname?
You can change your nickname by purchasing a Rename pass which can be found in the "Special" section from your Garage.
Why is my Nickname invalid?
If the Nickname is displayed as invalid during Registration, it is because the name is already taken or contains forbidden characters. If the account is banned by an Administrator because of the Nickname, it is because the name contains forbidden words or advertisements.
Chat Bans
Why was I banned?
You are banned from the chat because you have violated the Game Rules.
What explains the duration of my ban?
The duration of the Ban depends on the severity of the rule violation and the number and severity of previous penalties against the player.
How can I remove a ban?
Generally, a Ban will not be cancelled.
What should I do if I have been banned by mistake?
In this case, contact an administrator.
How do I report a chat violation?
In the main chat there is an option to block other players. During a fight, a Spectator can be called to help. Otherwise, incidents can be reported in #violations on the official ProTanki Discord server.
Blocks
Why was I blocked?
You are blocked because you have violated the Game Rules.
How do I remove a block?
It is not possible to remove the block before expiration.
Can you return a permanently blocked account?
You can appeal the block through the ProTanki technical support service.
Can I get money back from a blocked account?
No.
Can I transfer my account?
No.
How can I report a violation of the Game Rules?
You can report a violator through the Game Violations Report system.
Account Access
What should I do if I forgot my password?
The Technical Support helps in this situation.
Loss of Currency or Items
What to do if items or currency disappeared from the account?
To resolve the problem, contact the Technical Support.
My account was stolen and crystals or supplies were used. Can I get them back?
Unfortunately, no.
Problems in Battle
Why couldn't I take the Gold Box?
Either the Gold Box was taken by another player who was closer to the box, or you had connection problems. In the second case, you should check your Internet connection and restart the game if necessary.
What to do if the mission was not counted?
In this case, it should first be verified that all the terms of the Mission have been met. If this is the case and the problem persists, then contact the Technical Support.
Why does the game pause itself?
Most often, this problem is caused by sticking keys. Otherwise, this problem can also be triggered by pop ups or by using the alt-tab key combination on Windows.
Payment Issues
What if the purchased item hasn't been added to the account?
First of all, it should be checked whether the payment has been completed. With some payment methods, the transfer takes a while. If this can be ruled out as the source of the problem, one should contact the Technical Support.
Can I get a refund?
No. Attempted refunds will result in a permanent account block.
General Questions
How do I earn Crystals?
You can read about it in this article.
What to do if the reward of a contest hasn't been added to my account?
For some Events, the reward is not paid until a certain date. If this date has already passed, please contact the Technical Support.
Can I send supplies and crystals to another player?
No.
How do I get a double crystals card? It's been too long since i had it!
Double crystals card is assigned at random - there is no specific criteria for it. The chances of receiving one are entirely random.
When can I possibly get the double crystals card? How long do they last for?
Double crystals card is assigned to your account the moment you log in, regardless of the time of your login. The duration of the double crystals card is exactly 24 hours, starting from the moment you logged into your account and received it, to the same exact hour the next day.