Have a question about your account, a pending withdrawal, a technical issue, or just
want to send feedback? We're here to help. Choose the channel that suits your query best.
Play the game and manage your account directly in your browser or via Telegram.
Before You Contact Us
Most common issues are covered in our About & FAQ page.
If you have a quick gameplay or reward question, the FAQ answers it faster than waiting
for a reply email. Here are the most frequent support queries and their answers:
My Shards didn't appear after Refining — what do I do?
Try refreshing the page — your Shard balance is stored server-side and sometimes
takes a moment to sync after the ad completes. If the balance still hasn't updated
after 10 minutes, email us at contact@tonmaster.cc
with your Telegram user ID (or browser fingerprint) and the approximate time of the Refine.
How long does a withdrawal take?
Withdrawals are reviewed and processed manually within 1–7 business days.
If your withdrawal has been pending for more than 7 business days, please email us with
your withdrawal request ID and the TON wallet address you submitted.
I submitted the wrong wallet address — can I cancel my withdrawal?
Contact us immediately by email or Telegram. If the withdrawal has not yet been
processed (most withdrawals are reviewed in batches once or twice per week), we may
be able to cancel it. Once TON has been sent on-chain, the transaction is irreversible.
How do I find my Telegram user ID?
You can find your numeric Telegram user ID by messaging @userinfobot
on Telegram — it will reply with your user ID instantly.
I have a bug report or feature suggestion.
We love hearing from players. Email us at contact@tonmaster.cc
with the subject line "Bug Report" or "Feature Suggestion" and describe what you
experienced or would like to see. We read every message, even if we can't always reply individually.
◆ Support hours: Our team reviews messages during business hours
(Monday–Friday, UTC+8). We aim to respond to all emails within 2 business days. During
high-volume periods (e.g., after major game updates), response times may be slightly longer.