Where to send your question
GRIDEARTH has one official support address : help@gridearth.app. You can also use the form at the bottom of this page, and problems inside the game can be sent through the app's Inquiry menu. Questions, complaints and suggestions are all welcome.
| Situation | Best channel |
|---|---|
| Questions, suggestions, general feedback | help@gridearth.app or the form below |
| An in-game problem while you are signed in | App Settings → Inquiry → 1:1 Inquiry |
| You cannot sign in | Tap "Having trouble logging in?" on the login screen and include an email address for the reply |
| Another player's abusive language or cheating | The in-game report buttons |
| Payment cancellation or refund | The store you bought from (Google Play or App Store) or customer support |
| Account deletion | App Settings → Delete Account, or the steps on the Delete Account page |
| Viewing, correcting or deleting personal data | help@gridearth.app, addressed to the Privacy Officer |
Sending a 1:1 inquiry in the app
For in-game problems, the app's Inquiry menu keeps your questions and our replies in one place. Here is how to send one.
- Tap the settings (gear) icon at the top right of the app to open Settings.
- Tap Inquiry, then choose 1:1 Inquiry.
- Select the inquiry type and write the inquiry details.
- Attach images if they help. You can add up to 5 images, up to 5MB each.
- Tap Register. You will see "Your inquiry has been registered."
Each inquiry in your list shows either Waiting for reply or Reply completed, and you get a notification when a reply is posted. If you leave the screen while writing, the text you typed is lost, so finish a long message before you register it.
If you cannot sign in, tap "Having trouble logging in?" on the login screen. The same form opens with a field for the email address where you want to receive the reply. According to the Privacy Policy, handling inquiries includes translating inquiries and replies, so feel free to write in the language you are most comfortable with.
Reporting players and content in the game
For problems with another player or with content, the in-game report buttons are the easiest route, because the report is attached to the exact player or message.
- Reporting a player : choose a reason and describe the issue in 500 characters or fewer. Reasons include Inappropriate nickname, Abusive language, Cheating / unfair play / bug abuse, Suspected account theft and Other. You can report the same player only once, and you cannot report yourself.
- Plaza chat : every message has Report and Block. You can report up to 30 times a day, and very old messages cannot be reported. Blocking hides that player's chat on your device. A message reported by two or more different users is masked automatically, and a player reported by three or more users within 24 hours has their chat restricted for 24 hours.
- Custom characters in Shared : after 3 reports, the character is hidden from Shared automatically and the team reviews it.
- A defect in your own character : if an AI result has a serious problem, report it and it can be replaced after a check. Replacements for a simple change of mind are not offered.
- Gallery photos : use the Report button on the photo screen.
Deleting or restoring an account
Members can open Settings, tap Delete Account and type the confirmation word shown on screen ("Withdraw" in English) to close the account immediately. Guests do not have a delete button in Settings, so please email help@gridearth.app to ask for deletion. If you are a member who can no longer sign in, email us from your registered address with the subject "Account Deletion", and the deletion is completed within 7 days after ownership is verified.
When an account is deleted, its territory, clan membership and nickname are cleared at once and its in-game currency is lost. Within 30 days of deletion you can ask customer support to restore the account, but only the account itself and the gold you held at that moment come back. You can sign up again 24 hours after leaving. The Delete Account page lists what is deleted and how long certain records are kept.
Privacy requests and objections
For questions, complaints or redress about how your personal information is handled, contact the following, exactly as listed in Section 10 of the Privacy Policy.
- Privacy Officer : Chul-woong Choi (CEO)
- Company : THEHANDA Inc. (주식회사 더한다)
- Email : help@gridearth.app
- Address : 11-967, 354 Gangnam-daero, Gangnam-gu, Seoul, Republic of Korea
You can ask to view, correct, delete or stop the processing of your personal information, or withdraw your consent. The policy states that the company notifies you of the result within 10 days of receiving a request. A legal representative or an authorized agent can also make a request with a power of attorney. You can ask for an explanation or a human review of automated decisions, such as chat masking, content hidden after reports or a refused AI generation, and you can object to a usage restriction at the same address. Earlier versions of the Terms of Service and the Privacy Policy are available on request.
What to include so we can help
These details make a problem much easier to understand. You do not need all of them, but we suggest including whatever you can.
- Your nickname and how you sign in (email, Kakao, Google, Apple or guest)
- Your device model and OS version (Android or iOS), or your browser if you play on the PC web version
- The app version
- The date and time it happened, with your time zone
- What you were doing, step by step, right before the problem
- Screenshots (up to 5 in an in-app inquiry)
- For payment issues, the order number from your store receipt