Frequently Asked Questions

Do you need any help? Search for quick solutions.

  • [Game]

    I want to play UNDECEMBER on my PC.

    You can play UNDECEMBER on your PC by installing the FLOOR PC Client or Steam. 


    ✔ FLOOR PC Client

    1. Please download the launcher installation file by going to : [FLOOR] → [Resources] → [Download] → [Download PC Client]

    2. After installing the PC client, please log in to your FLOOR Account : Run [FLOOR PC Client] → Log in using [FLOOR Account].

    3. Select [UNDECEMBER] from the list of games → click the [Install Game] button.

    4. After the installation is complete, you can play UNDECEMBER on your PC.


    For more information about the FLOOR PC Client, you can also check the Installation and Link Account Guide below.


    [Installation and Link Account Guide]


    ✔ Steam

    1. Please search for UNDECEMBER on the Steam [Store] menu.

    2. Select UNDECEMBER and click the [Add to Library] or [Play Game] button.

    3. You can install the game directly from your library or by clicking the [Play Game] button.

    4. After the installation is complete, click the [▶Play] button to run the game.



    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    What is the Paid shop storage?

    The Paid Shop Storage is a virtual inventory in which items purchased from the Paid Shop are temporarily stored.


    The purchased items are stored in the Paid Shop Storage for up to 365 days.

    (The item may be deleted if the storage period runs out, so please make sure to claim it before the expiration date.)


    * Depending on the type of purchased item, some items are sent directly to your bag rather than being sent to the Paid Shop Storage.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    (Mobile) I don't want to receive push notifications.

    If you don't want to receive push notifications on your mobile device, you can change your settings using the method below.


    ✔ How to turn off push notifications

    1. In-game menu 

    - [Settings] → [Display] → [Notification Settings]

    - If you change the following two settings to [OFF], you will no longer receive push notifications

     1) [Receive marketing info] 

     2) [Receive night-time marketing info] 


    2. Device Settings

    1) Android 

    - [Settings] → [Apps] → [UNDECEMBER] → [Notifications]

    - If you change 'Show notifications' to [OFF], you will no longer receive push notifications.


    2) iOS

    - [Settings] → [Notifications] → NOTIFICATION STYLE [Undecember]

    - If you change 'Allow Notifications' to [OFF], you will no longer receive push notifications.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    My in-game currency is marked with a number less than zero.

    Certain accounts may be restricted for various reasons such as abusing the paid shop's payment process.

    This can result in the remaining amount of in-game currency being set as a number less than zero after the currency is retrieved.

    If your in-game currency is negative(-), it must be changed to the minimum amount of (0) or above before you can use it again.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I want to change the graphic settings.

    You can change all settings such as graphics and accessibility from the Settings menu. 

    : In-game menu [Settings] > [Display] & [Accessibility] 


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I can't receive a quest reward because my inventory is full.

    We cannot help you if the quest has already been completed and you didn't receive your quest reward because you don't have enough space in your inventory.


    However, if the quest has not yet been completed due to a lack of bag space, please try again after securing more space in the bag.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I placed multiple Link Runes, but only one of them are applied.

    First, please check if the Link Rune is correctly placed next to a Skill Rune, and matches the Skill Rune's tags and slot color.


    You can do this by comparing the tags and color of the Link Rune and Skill Rune you are trying to link together.


    You can find more information on Runes from the guide page, so please check the FLOOR community.


    If the problem remains unsolved, please submit an inquiry with a screenshot of your Rune Cast as well as the necessary details (such as the Skill Rune and Link Rune you are trying to link together).


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    How can I change the graphic settings?

    You can change graphic settings through the In-Game Settings.


    1. In-game menu > Settings

    2. Adjust detailed options under the [Graphics] tab


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I can't update UNDECEMBER.

    If the update does not proceed, please check if your internet status is connected correctly.

    If the problem continues regardless of the internet status, please use the following methods.


    [PC]

    1. Run the FLOOR PC Client, click the [Scan and Repair] button in the lower-left corner of the PC client.

    2. After clicking the [Start Scanning] button and the scan is complete, attempt to update.

    3. If you follow the steps above and are still experiencing issues, delete and reinstall the game.


    [Mobile]

    ※ The update distribution time may vary for mobile devices according to your market environment.

    Please take some time (30 minutes ~ 2 hours) after the update notice is posted to see if the update proceeds normally.


    1. Run the store app according to the device type.

    - Android: Google Play Store

    - iOS: App store

    2. Search for UNDECEMBER.

    3. Check if the Update button is showing on the search result screen.

    4. If the button is not visible, touch the UNDECEMBER title to go to the details page.

    5. Refresh the page by dragging the screen from top to bottom on the detail page.

    6. After refreshing, check again if the Update button is exposed.

    7. If you use the steps above and are still in trouble, please delete and reinstall UNDECEMBER.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    My character is stuck and can't move.

    If your character is stuck in the field, the Escape feature can help you to resolve the problem.

    After using the [Escape] feature, you must wait 5 minutes before you can use it again.


    ✔ How to use the [Escape] feature

    1. In-game menu [Settings] → [Account] → [Escape]

    : If you use the [Escape] feature, your character will be sent back to the starting position of the area.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I can't connect to or play UNDECEMBER.

    Depending on your environment, you may be unable to connect or run the game.

    This can be caused by a variety of reasons, including internet status, device memory, or conflicts with other applications.


    If you have a problem logging in/running the game, please refer to the method below.


    ✔ How to solve the problem

    [Common (PC & mobile)]

    1. Reboot your device 

    2. Check and change the status of your network


    [Mobile (if the above method proves to be ineffective)]

    1. Update the OS version of your phone to the latest version

    2. Delete unused applications and data


    ✔ How to reinstall the game

    [PC - FLOOR]

    ※ We recommend you use the [Scan and Repair] button on the FLOOR PC Client before deleting the game.

    1. Click the icon at the bottom left of the FLOOR launcher → [Delete game]

    2. Check the pop-up message. If you agree to delete the program, please proceed with the uninstallation.

    3. After the uninstallation is complete, please download and install the game again using the [Install Game] button.


    [PC - Steam]

    ※ We recommend you take the following steps before deleting as you may fix the problems when using [Verify integrity of game files...] from UNDECEMBER in your library > [Properties] > LOCAL FILES.

    1. Select UNDECEMBER from the library list.

    2. Right-click UNDECEMBER [Manage - Uninstall].

    3. Check the pop-up message. If you agree to delete the program, please click the [Uninstall] button.

    4. After the uninstallation is complete, please download and install the game again using the [Install] button.


    [Mobile]

    1. Go to your device's Settings > Apps > UNDECEMBER > Storage > Clear data/cache on the bottom of screen.

    2. Download and install the latest version from the App store.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I can't press the start button on the FLOOR PC Client.

    Please use the following methods.


    1. Run the FLOOR PC Client, click the [Scan and Repair] button in the lower-left corner of the PC client.

    2. After clicking the [Start Scanning] button and the scan is complete, attempt to update.

    3. If you use the steps above and are still in trouble, delete and reinstall the game.


    If you're still in trouble despite following the steps above, attach the 'log.txt' file from the PC client structure folder to your inquiry.

    Please submit an inquiry to Support with your device information(specifications, etc.).


    * Attached File Name: log_data.txt

    * Support address: game_service@linegames.support

    * File path example: certain drive(C: / PC client installed )\LINE Games\Launcher\log_data.txt


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I am experiencing frame drops.

    Frame drops can happen depending on your PC specifications or device model type, as UNDECEMBER can be played in various environments.


    Please understand that it is difficult to help you directly because the frame drop may also occur depending on the usage environment.


    We will continue to explore the optimization of the usage environment so that you can use a convenient environment for gameplay.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I am receiving the following message,

    This message may occur if you play the game on an Android device.

    You can try to address the problem by updating the web browser.


    Please refer to the information below.

    1. Try to update the apps, such as Android System Webview & Chrome, then restart the game.

    2. If you are using Samsung's Galaxy model, set Samsung Browser as the default app.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    (PC) The game won't play any sound after installing or updating

    Please refer to the information below.


    [PC]

    1. Run the FLOOR PC Client, click the [Scan and Repair] button in the lower-left corner of the PC client.

    2. After clicking the [Start Scanning] button and the scan is complete, attempt to update.

    3. If you use the steps above and are still in trouble, delete and reinstall the game.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I'm experiencing conflicts with anti-virus programs/game guard.

    If you experience conflicts with anti-virus programs/game guards, please refer to the information below.


    1. Add UNDECEMBER as an allowed program within the vaccine program

    2. If you still have troubles even after you changed to 'Allow', contact the vaccine program provider

    3. Send an inquiry with the related information to Support


    ※ Please refer to the information below when you submit inquiries.

    - Write down the name of the vaccine program where the issue occurred

    - Must write the statement of the time the issue occurred

    - If an error message appeared, include the contents of the message or screenshot


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    I can't see my character in the character selection UI.

    If you have trouble when selecting the character, please restart the game.

    Touch the Select Server button located in the middle of the main screen to select the server you were using.


    If you still have trouble with the method above, please create a new character and send an inquiry to Support by filling out the details.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Game]

    What is nProtect?

    nProtect is a sort of security program provided by UNDECEMBER, which protects all you Rune Hunters from external factors while playing the game from various environments.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    I would like to know my account information (Account Number)

    If you need to check your game account information to send 1:1 inquiries, you can find it using the steps below.


    ✔ How to check your game account information

    In-game [Settings] → [Account] → [Account Number]


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    I forgot my account password.

    If you forgot your password, please check your account information using the links below depending on your account type.


    ✔ FLOOR : [Link]

    ✔ Google Play Store : [Link]

    ✔ Apple Game Center : [Link]

    ✔ Facebook : [Link]※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    I want to know how to link my account.

    When you start the game for the first time, there will be a pop-up asking whether you will link your account to the following platforms.

    You can link your account by following the steps in the pop-up box.


    Settings of Account can be made through the [Menu(☰)] > [Settings] > [Account].


    ✔ Google

    ✔ Apple

    ✔ Floor

    ✔ Steam


    You can link your account with total of 4 types of platforms.

    If you link your account after signing up for Steam or Floor, you can play UNDECEMBER on PC as well without any additional settings.


    ※ Please send in additional questions through the [Contact] button below, and note that inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    I want to log in with another account.

    Please follow the steps below to log in to another account according to your game environment.


    ✔ How to log in to another account on PC

    1. FLOOR Launcher

    1) Turn off the game 

    2) Click [Account Name] on FLOOR launcher 

    3) Click [Log Out]

    4) The FLOOR launcher will automatically restart, and you can log in with another FLOOR account by entering your email and password.


    2. Steam Launcher

    1) Turn off the game

    2) Click [Account Name] on Steam

    3) Click [Log Out of Account]

    4) The Steam launcher will automatically restart, and you can log in with another Steam account by entering your account name and password.


    ✔ How to log in to another account on mobile

    Go to [Settings] →[Account] →[Log Out]

    → After you return to the title screen, you can select and log in with your account type.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    UNDECEMBER usage is restricted and cannot access the game.

    In the event of a violation of the Operation Policy or the Terms of Service, UNDECEMBER may apply a restriction according to the Operation Policy or the Terms of Service.

    If you want to learn more about restrictions, please contact Support below. 


    [Line Games Support]


    It may take a few days to verify the reason behind your restriction. 


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    I want to withdraw my account.

    If you want to withdraw from your game account, please check the information below.

    * If you apply for withdrawal, it will take 7 days to complete.

    You can cancel withdrawal application during the waiting period.

    * After 7 days, you won't be able to recover your account and all the data.



    ✔ How to Withdraw

    Please follow the menu below.

    [In-Game Settings] → [Account] → [Withdraw] menu


    ※ Please send in additional questions through the [Contact] button below, and note that inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    I want to change the platform linked to my account to a different platform or ID.

    If you have linked your account using the methods below, you can also link it with a FLOOR account.

    - Sign in with Google 

    - Sign in with Apple

    - Log in with Facebook 

    - Log in with LINE


    However, after linking to the FLOOR account from the account above, it cannot be re-linked with another FLOOR account.


    Even if you withdraw from the linked FLOOR account, it is impossible to re-link to a new FLOOR account.

    Please take this information into account to avoid any inconveniences.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    I can't access my account because I lost the email linked to the account

    If you have withdrawn from the email account linked your game account and are unable to receive any emails using that address, we will not be able to assist you.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Account]

    My character disappeared after the cross-platform link.

    When linking accounts, the account information screen will be displayed on your device where you can select which account to use.

    Unfortunately, if you have chosen the wrong account that does not contain your preferred character, we cannot help you.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Payment]

    I want to check the details of my purchase from the game.

    Depending on the type of mobile device you use, the method of checking your purchase history may vary.

    Please refer to the information below.



    ✔ AOS (Android)

    1. Go to the [Google Pay] page.

    [Google Pay] https://pay.google.com/

    2. Log in to the Google account where you want to check your purchase details.

    3. If you click the [Subscriptions & Services] menu, you can check all the subscribed services.

    4. If you click the [Activity] menu, you can check all receipts of purchases in the logged-in account.



    ✔ IOS (Apple)

    1. Go to [Settings] on your iPhone.

    2. Click [Apple ID] at the top of the screen.

    3. Click [Media & Purchases] > [View Account]

    4. If you log in with your Apple ID and select the [Purchase History] menu, you can check all orders within the last 90 days.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Payment]

    I didn't purchase anything, but the game charged me 1$. (iOS)

    When you purchase goods via the App Store, a test payment may be made by the App Store to check whether your payment method (card, etc.) is valid. 

    The charged 1$ as a test will be canceled and refunded automatically.

    If you wish to receive more details, please inquire about the charge at the Apple Customer Center.


    [Apple Customer Center Link]


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [Payment]

    I haven't received my purchased items.

    If you haven't received your purchased items, please exit and restart the game.

    If the above method does not solve the problem, please contact Support using the instructions below.


    [How to send an inquiry] 

    In-game menu [Settings] > [Support] 


    [Inquiry Form]

    You can check your game account number from the in-game menu : [Settings] → [Account]


    1. Character name :

    2. Game account number(user number) :

    3. Paid date and time :

    4. Paid product name :

    5. Paid amount :

    6. Paid Store :

    7. Request ('Re-issue' or 'Cancel Payment') :


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [ETC]

    [Reporting] I found a bug in the game!

    If you find a bug while playing the game, please contact Support immediately with the details of the bug you found.


    1. Click the In-game menu [Settings] 

    2. Click [Support] 

    3. Describe the bug and any relevant details

    ( If you have data such as screenshots, please include them as well. )


    We will investigate any errors received by Support as soon as possible to provide a pleasant game environment.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [ETC]

    [Other] I want to use a coupon.

    Please refer to the method below to use the coupon.


    ✔ How to Use Coupons

     [Mobile & PC]

    1. Go to [Settings] → [Support] → [Coupon] in game.

    2. Please enter the coupon code on the page.

    3. Receive the items from [Mailbox] in town.


     [FLOOR]

    1. Click on the [Coupon] menu from the homepage

    2. Enter [Account number (user number)] and [Coupon code] on the coupon page

    3. Receive the items from [Mailbox] in town.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [ETC]

    [Report] I would like to report a player for illegal activity.

    If there are players you suspect are using illegal programs while playing the game, please contact Support with the following details. 


    [How to send an inquiry] 

    Go to [Settings] > [Support] 


    [Inquiry Form]

    You can check your game account number from the in-game menu : [Settings] → [Account]


    1. Character name: 

    2. Game account number(user number) :

    3. Character name of the suspected player :

    4. Details : 

    5. Attach screenshots or videos : 


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [ETC]

    [OTP] How can I set an OTP?

    You can register for OTP certification at Support → Security Center on the FLOOR website.

    Please check the link below.

    FLOOR Security Center (click)


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.


    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact
  • [ETC]

    [Reporting] I think my account was stolen/hacked.

    If you suspect account theft/hacking, please submit an inquiry to Support via the in-game settings or on the official website by providing us with the information (the date and time) of when the theft/hacking occurred.


    ※ Please send in additional questions using the [Contact] button below. Inquiries and answers are only available in English.

    If you have more questions, we will provide additional answers through 1:1 Inquiry.Contact

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