Q&A
Q: What wallet is used in Baby Shark Universe (BSU)?
A. BSU uses the Immutable Wallet.
The Immutable Wallet can be created through Google, Apple, or email.
Q: I have issues installing BSU.
A. If you cannot install the game, please check the following list:
Network issues on your device (Wi-Fi, LTE)
Insufficient storage space on your device
Does not meet BSU minimum requirements (requires 64bit or higher)
Q: Why is the update not available in the Store?
A. This can occur when the new version is not synchronized immediately after an update. Please completely close the store and restart it to check if the update is available.
If the update button is not visible, please reboot your current device and reinstall the BSU application.
Q: How do I change the language?
A. Unfortunately, only English is currently supported.
Q: The connection is unstable.
A. If a network error occurs while using BSU, please use it in a stable and smooth internet environment.
If the problem persists, please feel free to contact us through a Discord ticket.
Q: I forgot the ID and password of the linked Google account.
A. The customer center cannot check the personal information of the linked Google account.
You can get help through the Google customer center, please refer to the link below.
Q: My character is not visible after logging in.
A. If the character is not visible after reconnecting to the game, please check if the Immutable account used in the game is the same account.
If you are using multiple Google accounts, please check which account you linked.
Q: My account has been restricted.
A: If you wish to appeal a usage restriction, please submit a ticket through the [SUPPORTER] - [ticket] section on Discord.
Q: How can I contact customer service?
A. If you have any suggestions you would like to discuss with us, please access Discord and submit an inquiry in [SUPPORTER] - [ticket].
Q: How can I get an NFT character bag?
A. It is currently not available, and if the acquisition method is disclosed in the future, we will guide you through the announcement.
Q: Access is blocked and I cannot link to the Immutable Wallet.
A. Google has recently applied changes that require a compatible browser to complete account addition.
Please go to the Google Play Store, download Chrome, and set Chrome as the default browser.
Q. The game keeps showing an error popup on the login screen and does not run.
A. Google has recently applied changes that require a compatible browser to complete account addition.
Please go to the Google Play Store, download Chrome, and set Chrome as the default browser.
Q. I participated in the alpha test, but all accounts have been reset.
A. Alpha testers were reset to minimize the impact on the actual game when it opens.
This was announced in the previous notice, so please understand.
Q. What happens to the NFTs I had in the existing MetaMask?
A. We support transferring the NFTs held in the wallet to Immutable for free.
The NFTs that were in the game have also been deleted and airdropped to the wallet, so please check.
Q. The game keeps crashing or freezing.
A. This may be due to a specification issue, so please update your device.
If you are using an app player, it is not officially supported, so please use a mobile environment or proceed with reinstallation. (Requires a 64bit or higher environment to play)
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