If you are having difficulty transferring data due to problems such as forgetting to issue a transfer code, please provide the following information using the contact form.
＜Caution Points＞
If you don’t have the information required to connect to your account, we can not help you retrieve it or resolve related issues.
■Information we would like to receive
【EN】
①[Optional] Last Login Date (i.e. Year/ Month/Day etc.)
②[Required] What caused the data loss
③[Required] Nickname
④[Required] User ID
※If you cannot recall the exact user ID, but remember it, e.g. in the “510000” range, please let us know.
⑤[Optional] Date you created the account(i.e. Year/ Month/Day etc.)
⑥[Required] Data Transfer ID
⑦[Optional] The last item you wore
⑧[Optional] The number of Stars you have (e.g. PRM-stars “200”, Bonus Stars “50”, etc.).
⑨[Required] Purchase history
（Please attach the screenshot of the receipt email or purchase history）
※If you have purchased PRM-Stars with the relevant account, please check the section below on “Paid Purchase History”, take a screenshot of the order number and other information associated with the purchase, and send the image to us.
※Missing information can lead to us being unable to investigate your account.
＜Paid Purchase History＞
■For iOS Users
Please take a picture of the AppStore screen showing payment information such as "date/order number/item name/amount" and send it to us.
Please ensure that the "date/order number/item name/amount" can be seen in a single image.
▼How to check your purchase history from iTunes
・Start iTunes from your computer.
・Sign in with the Apple ID you used to purchase Stars.
・Click the Apple ID that appears after signing in. Go to “Menu” ⇒ “Account”.
・Click “View all” from purchase history.
・ Click the arrow to the left of the purchase history date.
▼How to check your purchase history from iPhone
- Launch the App Store app on your iPhone
- Tap the circular icon in the top right corner of the screen to go to your account page
- Tap Purchase History
- Tap "Total"
for the relevant purchase history On the page that appears after you tap "Total", you can check details such as the order number and the actual date of purchase.
The operation may differ depending on the OS version.
■How to check your purchase history from Android
If you have purchased PRM Stars with the relevant account, please send us the receipt email or a screenshot of your purchase history.
When taking a screenshot, please ensure that the “Order number”, “Order date”, ‘Item name”, and “Price” are on the screen.
▼How to check from Google receipt emails
・Open the Google Mail application
・Search for “Google Play Order Receipt” in your email.
・Check the relevant order details in “Purenista”.
・Take a screenshot of the entire screen so that the [Order number] is displayed and "Thank you" is not cut off.
・In the “Attachments” section of the contact form, attach the image and submit your inquiry.
▼How to check from “payments.google.com”.
※Please note that this is an external website.
・Launch your browser.
・Enter “payments.google.com” in the address field to access it.
・Check the relevant History in “Item Details”.
・Take a screenshot of the “Transaction Details” so that the “Date” and “Transaction ID”' are included in the page screenshot.
・Make an inquiry by attaching the image in the “Attachments" section of the inquiry form.