App, account, chat and fair-play FAQ

Quick answer: short answers to common questions about the app, your account, connection problems and fair play; each links to the full page.

Loading and connection

The game will not open or will not run properly

On a computer you play in the browser. On a phone or tablet a normal browser tab shows Install XLords to play instead of the game: add it to your home screen and open it from the icon, or play through the Telegram Mini App. The game itself is played in landscape; in portrait you see Landscape Required. If it opens but sits on a loading or reconnecting screen, use the entries below. Steps: Install the app.

Is there an APK or a native app for my phone?

No. The game’s install screen only offers adding the game to your home screen (or the Telegram Mini App). The installed app is the same web game with its own icon, so updates reach you without a store. This page cannot say whether a store app is planned. Steps: Install the app.

The game is stuck on a loading bar (64%, 97%, 98% or 99%)

The game watches the loading bar for you. If the bar sits at 98% or 99% for about 30 seconds, it clears its saved game files and reloads the page by itself, once.

At any other point, if the bar does not move for 2 minutes, it restarts the loading screen, and it does this twice. After that you see “It’s taking longer than usual to load. Please refresh the page.” with Reload Page: tap it.

After 15 seconds on the loading screen a Clear cache & reload button also appears at the top: use it if the bar is still stuck.

The game keeps saying “Reconnecting to the server…”

The game keeps trying on its own: it waits 5, 10 and 20 seconds between tries, then tries every 30 seconds until it connects. After about 5 seconds a Tap to reconnect button appears; tap it. If that keeps failing, tap Clear cache & reload under it. A suspended account never gets past this step: it sees Account suspended instead (see “I cannot sign in” below).

The game says “Failed to connect to the server” or “Connect to the server failed”

Tap Tap to reconnect (it shows at once on this message), then Clear cache & reload if it still fails.

Two other things can sit behind a failed connection. A Quick check with a Human verification box means you have to prove you are playing: complete it, then repeat what you were doing (“Thanks. Try that action again to continue.”). Account suspended means the account cannot play. If you open the game from Telegram, close it and open it again from Telegram. More: Login and accounts.

I am stuck on the “Quick check” screen

Before some actions, or before your account can keep playing, the game shows Quick check with a puzzle: “Drag the piece into the slot with the same shape.” Drag the piece into the matching slot. If it does not fit, you see “That piece doesn’t fit there. Try the new puzzle.” and a new puzzle loads by itself.

If you cannot drag, tap Can’t drag? Use another check. When it passes, the game says “Thanks. Try that action again to continue.” Repeat the action you started.

You cannot close the check while a puzzle is on screen. Cancel only appears when the check cannot be finished here: “This check expired. Cancel and try the action again.”, “The check is unavailable right now. Try again in a moment.” (tap Try again), or “Update the game to continue this action.”

If the message is “Verify you’re human to keep playing on this account.”, there is no Cancel: solve the check. The game warns that playing with automation tools or scripts can get the account locked. If the check never loads, close the game fully, open it again and repeat the action.

“Server connection is unstable” shows at the top of the screen

It appears after three requests fail within 30 seconds. It says “Some features may be delayed or out of sync while we reconnect. We will keep retrying in the background.” It goes away by itself about 30 seconds after the connection works again, or you can close it with the X. If it keeps coming back, switch between Wi-Fi and mobile data, close and reopen the game, and send a ticket with the time it happened.

“Building information is unavailable”

The game could not load your buildings from the server. The message says this does not mean your progress is lost. Tap Try again. The Server status & support button opens the community channel for news. If it keeps happening, send a ticket from Contact support with the time.

The game keeps asking me to clear the cache and reload

Clear cache & reload loads a fresh copy of the game’s files. You can do the same from Setting → More: the Game version row has Check for update, Update now when a new version is out, and Clear cache & update. Close the game fully and open it again afterwards. If the reconnect screen returns every time, the game cannot reach the server from your connection. Try another network, then see If something goes wrong.

The “Update available” banner will not go away, or the game reloaded by itself after an update

When a new version is ready, a banner appears at the bottom: “Update available. A new version is ready. Update when you are not in the middle of an important action.” Tap Update now. The game says “Updating”, then “Update complete. Reloading…”, and reloads. The screen going blank for a moment and the game reconnecting is normal.

Later hides the banner for 10 minutes, then it comes back. The game can also take the update by itself when you switch away from its tab or app, or when the tab has been open 30 minutes after the update was found and you have not touched it for 2 minutes. It does not do this while a window is open (for example a purchase, a deposit or withdrawal, or a check).

If the banner returns after you updated, or you see “The update did not finish. Close the game and open it again.”, close the game fully and open it again. Then use Setting → More → Game version → Clear cache & update for a fresh copy. Whether the team will favour stability over new features is not something this page can answer.

Why is the server down, or is there maintenance?

When maintenance is planned, the game warns you 20 minutes before it starts (“Maintenance begins in N minutes. Finish your current activity and return your armies before the kingdom closes.”).

During the maintenance window, attacks, rallies and scouting are paused for every player: you get “Attacks, rallies and scouting are paused during maintenance. Try again when it ends.” Some maintenance windows close the game with The Kingdom Is Under Maintenance and a timer; others let you keep playing without fights. The screen has Follow on Telegram and Follow on X buttons for news.

If you see no maintenance screen and cannot connect, use the reconnect steps above. This page cannot say how many servers there are or when the team decides to close the game for an unplanned problem. See also Shield rules.

The game lags even though my internet is fine

The game cannot tell you why a device is slow. What you can change: open Setting → More → Graphics Quality and pick Low (the choices are Auto, High, Medium and Low). Close other tabs and apps. If “Server connection is unstable” shows at the top, the slowdown comes from the connection to the server: see the entry above. If lag continues, send a ticket with your phone model, system version and browser, and when it happens.

The game freezes or crashes when I open or drag the world map

On a phone with 4 GB of memory or less, an explicit High graphics setting is run as Medium. If the page died after you entered the world map, the next time you open the game it runs on lower graphics for that visit, to avoid the same crash.

Close the game fully and open it again, set Graphics Quality to Low in Setting → More, and close other apps. If it still crashes, send a ticket with your phone model, system version and browser.

Why does the world map look the same on Low graphics?

Low makes the world map simpler, and the change applies right away without reloading. The map keeps the same layout, so it can still look familiar. If nothing changed, open Setting → More → Graphics Quality and check that Low is ticked, then close the game fully and open it again. After a crash on the world map the game also runs on lower graphics for that visit, whatever you picked.

The game address will not open at all

If game.xlords.tech shows an error page or times out, the game never starts, so its own buttons are not there. Try another network or turn off a VPN, then open the address again. Open the game only from game.xlords.tech or xlords.tech, not from a copy or proxy. If it still fails, send a ticket from another device or network with the error text and the time. See Contact support.

The map screen is white

If the map cannot start, the game shows “Map can’t start” with “Your browser blocked 3D graphics on this device. Close some other tabs or restart the app, then try again.” and a Try again button. On a laptop, close other browser tabs, restart the browser, then tap Try again.

If you see a white or black screen without that message, close the game fully, open it again and lower Graphics Quality in Setting → More. If it stays white or black, send a ticket with your phone model or computer, system version, browser and a screenshot.

Signing in and your account

I cannot sign in, or I see “Account suspended”. Am I banned?

If the screen says Account suspended, the account can no longer play: “This account broke the fair-play rules in our Terms of Service, such as using bots or multiple accounts to farm rewards.” The screen has Read the rules and Appeal this decision. A suspended account cannot sign in and cannot withdraw tokens or NFTs. For other sign-in problems, see Login and accounts.

Why can I not sign up or create an account?

The login screen offers Continue with X (Twitter), Continue with Google, Continue with Telegram and Continue with Your Phone Number. There is no email-and-password sign-up. Inside Telegram the game signs you in with your Telegram account on its own. If a method fails, see Login and accounts for the messages and what to do.

How do I get my old account back in the new app?

Your progress belongs to the account behind the sign-in method, not to the app or the device. Sign in with the same method you used before: a different method can open a different, empty account. Steps: Login and accounts.

Can someone else get into my account?

Every sign-in method asks for proof: a Telegram login code (it works once and expires after 5 minutes), a phone code, or your Google or X account. Never share a code or a password. This page cannot look at your account. To ask whether it has a problem, open a ticket from Contact support with your player ID.

Can I change the email or account I log in with?

No. The game has no screen for it. Setting → More → Account offers only Google Account (link) and Sign Out. Your progress belongs to the method you signed in with, so keep signing in the same way: Login and accounts.

Why can I not connect my wallet?

The live game has no wallet sign-in: the login screen offers X, Google, Telegram and your phone number, and Account cannot link a wallet. Your in-game Wallet belongs to your account. To send tokens out you type the destination address in Wallet → Withdraw: Withdrawals.

Can I change my wallet address after I lose my phone?

The game does not ask you to register a wallet address. Each time you withdraw, you choose Your own wallet or Someone else’s wallet and type the address in Enter Address, so you can use a different address at any time: Withdrawals. Sign in on the new phone with the same method as before to reach the same account: Login and accounts.

How do I change my avatar?

Open your own profile, tap your avatar picture, pick one in Avatar Selection and tap Use. Steps: Settings.

Guides and codes

Is there an official guide or tutorial?

Yes, in the game. Open Setting and tap Guide Center to revisit your goals and rewards. The chapters are explained in Tutorial steps, and if you are stuck, see Tutorial: if you are stuck. The other pages on this site cover each part of the game.

Where do I get a gift code or an invitation code?

Gift codes and referral (invitation) codes come from outside the game. The game has no way to ask for one. Under the referral box the game says “No referral code yet? Grab one from our X or hop into our Telegram community.” You can also ask a friend who plays, because every player has a referral code.

A gift code is redeemed in the Store; a referral code is entered while you set up your account. See Where do I enter a gift code? and From first launch to your castle.

How do I use an NFT invite code?

Invite codes for the Free Mint registration page are entered on that page under Enter Invite Code to Register, then Verify Code & Proceed. The page shows how many single-use invite codes you have left and says each friend who registers with your code gives you +1 additional free mint entry.

Errors you may see: “Invalid invite code. Please enter a valid code.” and “This invite code has reached its maximum usage limit.” The page says that registering gives free mint entries but does not guarantee an NFT. This is separate from the game, and this page cannot tell you whether registration is open.

Why does my referral code show as invalid?

The box accepts only a referral code from another player, and capital letters do not matter. “The referral code you entered could not be found. Please check and try again.” means no player has that code: check the spelling and remove spaces.

A gift code (it looks like XL-XXXXXXXXXX) does not work here: redeem it in the Store under Gift code, or on Have a gift code? on the starter pack screen.

Other messages: “The referral code you entered is not valid.” (the box was empty or unreadable), “A referral record has already been created.” (your account already uses a code) and “The referral record could not be applied due to invalid parameters.” (you entered your own code). See From first launch to your castle.

Chat, mail and community

Why are there spam bots or gambling ads in chat or the Telegram group?

Spammers are other people, not XLords. The game filters messages that look like adverts and mutes senders who repeat them, but some still get through.

Chat has no block or report button: ignore the message, do not open links in it, and never share your password, private key or wallet recovery phrase. To report a sender in the game, open a ticket with their name, the channel and the time. A Telegram group is outside the game, so the game’s filter does not apply there. See Spam, bots and scam messages.

Why has XLords not replied to my message on X or Telegram?

A message on X or Telegram is not a support ticket. The game names X and Telegram for news and updates (“Follow us on Telegram or X for the latest updates.”). For help with your account, send a ticket from Setting → More → Support, and read the reply under My tickets. Support does not promise a reply time. See Contact support.

Is there an official Discord server?

The game does not link to a Discord server. The only community channels it names are Telegram and X, on the maintenance screen. This page cannot confirm whether another server exists.

Can other players see my Telegram or login details?

No. When another player opens your profile, the game leaves out your login ID, Telegram ID, e-mail, phone number, wallet and referral code. Your in-game name is public, so a player who knows you by the same name elsewhere can match it. To keep it private, use a different in-game name than your Telegram or X name.

How do I keep a mail, and why did my starred mail disappear?

Tap the star on a mail to keep it in Boxes. A star is a label: the mail also stays in its own tab. Deleting the mail removes it from both. Select-all in Boxes deletes the starred mails. Mails are not removed by a timer. See Read, favorite and delete.

Why did my attack reports or notifications disappear?

Attack and scout reports are in the Reports tab of Mail, not in chat. Guild notices are in System Mail. Check all four tabs. A mail is gone only if it was deleted, and a deleted mail cannot come back. See If something goes wrong.

Can mail be split into more tabs?

Mail has four tabs: Reports, P2P Mail, System Mail and Boxes. Gathering reports go to Reports and guild applications go to System Mail. The game has no setting to add tabs. To sort a tab, tap the double-check button and choose All, Read or Unread. See Mail.

Why can I not reply to a mail?

A reply keeps the title of the original mail and you cannot edit it. If that title is longer than 32 characters, you see “Title must be less than 32 characters” and the reply does not send. Send a new mail instead: tap Mail, type the player’s name and write a shorter Title. You also cannot reply to guild mail. See Send a mail.

Why does the game freeze when I open mail?

Close the game fully and open it again. If it repeats, use Clear cache & reload and send a ticket with the time and the tab you opened. See If something goes wrong.

Why is the chat screen black on my phone?

An older version showed the chat as black in the Dark theme on a phone. The current version fixes it, so reload the game. You can also choose Light in Setting → More → Theme. Your messages and progress are not affected.

What is the Diplomacy Board and who can see it?

It is a public message board that every guild has. Anyone can read it, and any signed-in player can leave a message. Only Rank 4 and Rank 5 of that guild can delete posts. See Diplomacy Board.

Fair play, bans and reports

What does the game say about multiple accounts and bots?

The Terms of Service say not to create, operate or coordinate multiple accounts to evade limits, manipulate rewards, conceal misconduct or gain an unfair advantage. They also forbid bots, scripts, macros, auto-clickers, browser automation, emulator farms and similar tools that play for you, so bots and scripts are not allowed. Assistive technology that only changes how you give input is allowed.

The game can also ask you to prove you are playing: a Quick check with a Human verification box, which can be a puzzle (“Drag the piece into the slot with the same shape.”). On a held account the check warns: “Playing with automation tools or scripts can get this account locked.”

The Terms say action may cover related accounts, devices and wallets when the evidence shows common control, and that a shared network alone is not enough. If you are unsure whether something is allowed, ask support before you do it.

Can you investigate or ban a player who uses several accounts or bots?

Open a ticket from Contact support with the player’s name or ID, what you saw, the time and screenshots. The Terms say the team reviews account activity, player reports and system records. They also say the team does not have to reveal another player’s information, so you will not be told what was found or done about someone else’s account.

Is there an update on my report about another player?

Support answers on your ticket under My tickets, and you get a mail in your Mail inbox. Results about other accounts are not shared, so you may never see a visible result for a report. A report does not come with a promised outcome or time. If you have new details, such as battle report IDs, times or screenshots, add them to the same ticket.

Why was my account suspended?

The Account suspended screen gives the category: breaking the fair-play rules, such as using bots or multiple accounts to farm rewards. The Terms say an enforcement notice gives the category of violation and the action taken, not the anti-cheat details or evidence. The Read the rules link on the screen opens the Terms section Fair play, bots and prohibited automation, which lists the prohibited behavior. The rules are public; how violations are detected is not.

Can a suspended account be unlocked?

You may ask for one good-faith review. The Terms say to e-mail support@xlords.tech with your account identifier, the enforcement notice and your evidence; Appeal this decision on the screen opens that part of the Terms.

An appeal does not pause the suspension, duplicate or incomplete appeals can be rejected, and the Terms say the outcome of the review is final.

If no violation is found, the Terms say affected access is restored. They also say items, progress and rewards of a suspended account may be frozen, revoked or forfeited. Nothing can be promised about the result.

Can I accept a different penalty instead of a suspension?

The Terms do not offer a choice of penalty. They say the team decides the action, which can range from a warning or a feature restriction to a temporary or permanent suspension. What you can do is ask for the one good-faith review described above. Nothing can be promised about the result.

What evidence do I need to appeal?

Send your account identifier, the enforcement notice (a screenshot of the whole Account suspended screen) and any evidence that supports your case, for example proof that the accounts and wallets in question belong to different people. Send them in one e-mail to support@xlords.tech. Never send a password, private key or wallet recovery phrase.

What is the status of my appeal?

Appeals go to support@xlords.tech, and the Account suspended screen does not show a status. The Terms (section Enforcement transparency and appeals) describe when you can expect an acknowledgement and an update. Support cannot give a date or a result, so do not send the same appeal again unless you have new evidence.

Can I play my account on more than one device?

The Terms do not forbid signing in to your own account from more than one device. They forbid creating, operating or coordinating several accounts to gain an advantage. They also say action against related accounts, devices or wallets needs evidence of common control, and that a shared network alone is not enough. Always sign in with the same method, so you open the same account: Login and accounts.

Is moving loot to another account allowed?

The Terms forbid reward farming, collusion and coordinating accounts to manipulate rewards, and say illegitimate transactions and rewards can be reversed. Whether a case counts depends on the evidence the team has, and the Terms say detection methods are confidential. If you are unsure whether something is allowed, ask support before you do it.

Can I see another player’s purchases or top-ups?

Support cannot share it: the Terms say the team is not required to reveal another user’s information, which covers what another player bought or topped up. To report a player, see “Can you investigate or ban a player who uses several accounts or bots?” above.

The Telegram bot says my account is suspended, but I can still play

A suspended account cannot sign in, and its open game sessions are closed. If you can still play, you are most likely in a different account: each sign-in method (X, Google, phone number, Telegram) is its own account. Check which method you used, then see Login and accounts. If the game itself shows Account suspended, use Appeal this decision on that screen.

Is an opponent cheating?

The game does not show whether another player is cheating or what happened to their account. Report the player with a ticket (see “Can you investigate or ban a player who uses several accounts or bots?” above). The team reviews player reports and system records, and the Terms say it does not have to share the result.

If something goes wrong

If a fix above does not work, open a ticket with your player ID, what you saw, the time, and your device and browser: Contact support. If you cannot sign in at all, see Login and accounts first.