Why am I not able to connect to the software?

Why am I not able to connect to the software while other online sites seem to work fine?

  • Please note that the Internet is a peer-to-peer network, which means that information flowing between your computer or mobile device and the game server must pass through several 'peer' machines. 
  • These machines do not belong to us or your internet service provider (ISP), but your connection depends on them. 
  • If any of these peer machines are having trouble, you may experience a temporary lag or disconnect.
  • Your email and certain sites may continue to function when there is a brief connectivity problem. That's because some sites may have a shorter or different network path to your device than our software does.
  • If the issue persists, please contact your Brand's Support team for assistance. It would be helpful if you provide them with a Network Status Test result, screenshot of the entire software client, error message, and time of issue occurrence. 
  • For the Network Status Test, please refer to the here.

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