Support

Updated 2 October 2026

Get help

Email support@ashenvale.io. Include your hero’s name and what happened. Never put your recovery code in a message unless we ask for it to confirm a hero is yours. Guides and answers to common questions: https://wiki.ashenvale.io

Report a bug

In the game, open Settings and choose Report a bug, then tell us what broke. The report comes to us. If you can’t open the game, email us instead.

Lost recovery code

Your recovery code is the key to your hero. If you are still playing that hero on a device, open Settings, scroll to Account recovery, tap the code to show it and save a copy somewhere safe. To bring your hero to a new device, choose “I already have a hero” on the name screen and type the code in. The code is the only way to move a hero, so keep a copy. Anyone who has your code can play as you: never share it.

Delete your account

In the game: Settings → Account recovery → Delete account, then type your hero’s name and press Delete forever. It takes effect immediately and can’t be undone. You need to be connected. If you can’t open the game, email support@ashenvale.io with your hero’s name and we will delete the account for you. Deleting your account doesn’t cancel a subscription: cancel it in the store account you subscribed with. What is erased and what stays is listed in the Privacy Policy: https://ashenvale.io/privacy/

Report a player

Click or right-click (computer) or press and hold (phone) one of their chat lines, or use Report on their hero card, pick a reason and add a note if it helps. Their recent chat is sent along and a moderator reviews every report. They are never told who reported them. You can also block a player from the same menu to stop seeing their chat; unblock in Settings. For anything urgent, email support@ashenvale.io.

Appeal a mute or ban

Think a mute or ban was a mistake? Email support@ashenvale.io with your hero’s name and what happened. A ban doesn’t delete your hero: if it is lifted, everything is as you left it.

More

Wiki: https://wiki.ashenvale.io
Code of Conduct: https://ashenvale.io/rules/
Terms of Service: https://ashenvale.io/terms/
Privacy Policy: https://ashenvale.io/privacy/

Contact: support@ashenvale.io