Q: How can I top up in Iris Origin SEA?

1. Tap the “+” icon at the top-right corner of the main game screen, then select the desired top-up pack.
   (Note: First-time top-up rewards can only be claimed once via the “First Top-Up” button in-game.)

    

2. You can also top up directly within the Iris Origin SEA game client via the App Store or Play Store.

    

3. Alternatively, you may visit the official website at www.irisorigin.com and navigate to the “Top Up” menu.

    

Q: I completed a payment, but did not receive my in-game items or currency. What should I do?

Please ensure that the transaction was completed. If confirmed, rewards should be delivered automatically. Occasionally, there may be a short delay depending on the payment platform. Try restarting or logging back into the game.

If the delay continues, please contact customer support via the in-game Ticket system. Go to: Option > Information > Customer Service

Include the following details in your report:

✓ Member Number
✓ Character Name
✓ Server
✓ Time of in‑game purchase (if applicable)
✓ Payment Receipt and Reference Number

Notes
For faster processing, please attach your payment receipt or transfer slip.

Q: What does the “Top-Up Failed” message mean?

This message usually appears if the player cancels the transaction, the payment fails, or if there are network issues. Please confirm and try again by refreshing the page and initiating the top-up process once more.

If the issue persists, contact support via the in-game Ticket system:
Option > Information > Customer Service

Q: How do I download the Iris Origin SEA game client?

1. iOS users: Search “Iris Origin SEA” on the App Store or use the official download link.

    

2. Android users: Search “Iris Origin SEA” on Google Play or use the official download link.

    

3. Huawei users: Search “Iris Origin SEA” on AppGallery or use the official download link.

    

4. PC users: Visit the official website www.irisorigin.com and download the PC client installer.

    

5. All download links are also available on the Iris Origin TH and SEA Facebook fanpages.

    

Q: I can’t install the game. What should I do?

1. Ensure your device has enough free storage for the game installation.

    

2. If you have a previous version of the game installed, uninstall it and then reinstall the latest version.

    

3. Verify that you’re using the latest version of the installer.

    

4. On mobile, ensure your operating system (iOS, Android, or Huawei) is updated to the latest version.

    

5. If issues persist, report the problem via the in-game Ticket system:
   Option > Information > Customer Service
   

Q: What should I do if the download is slow or fails due to network issues?

1. Check your internet connection. Restart your modem or router if needed.

    

2. On mobile devices, use a stable Wi-Fi connection and close any background apps during download.

    

3. For PC players, a wired LAN connection is recommended for a more stable and faster download.

    

4. Ensure your device has sufficient storage available.
   

If the issue is unresolved, contact support via the in-game Ticket system:
Option > Information > Customer Service

Q: What should I do if the game crashes or exits unexpectedly?

1. Check if you have the latest version — open the Store and update if the “Update” button appears.

    

2. Close any extra programs running in the background and relaunch the game.

    

3. Check your internet connection to ensure it’s stable and at normal speeds.

    

4. Visit the Iris Origin TH or Iris Origin SEA Facebook fanpage to see if there is a server maintenance or emergency notice.

    

5. The issue might be caused by insufficient storage space for updates — check available space on your PC or mobile device.

Q: Where can I report bugs or system malfunctions?

1. Report via the Iris Origin TH or Iris Origin SEA Facebook Fanpage.

    

2. Use the in-game Ticket system: go to Option → Information → Customer Service (recommended).

    

3. If the problem involves your character or ID, include the following details when filing your report:

    

   • Member Number
     
   • Character Name
     
   • Server
     
   • Time the issue occurred
     
   • Description of the problem
     
   • Screenshot of the bug

Recommended Specifications for Iris Origin SEA

iOS

• Minimum: iPhone XS, iOS 15, 4 GB RAM
  
• Recommended: iPhone 12 Pro / iPhone 14, iOS 15, 6 GB RAM

   

Android

• Minimum: Galaxy S10, Android 11, 6 GB RAM
  
• Recommended: Galaxy S22, Android 14, 8 GB RAM
  

Huawei

• Minimum: Huawei P30 Series, Android 11, 6 GB RAM
  
• Recommended: Huawei P50 Pro, Android 14, 8 GB RAM
  

   

PC Client

• Minimum: Intel i5 3.0 GHz or AMD Ryzen 5, 8 GB RAM, NVIDIA GTX 950 (4 GB VRAM), Windows 10 (64-bit), DirectX 11 or higher, 30 GB storage

   

Recommended: Intel Core i7 or AMD Ryzen 7 3700X, 16 GB RAM, NVIDIA RTX 2060 or higher, Windows 10 (64-bit), DirectX 11 or higher, 30+ GB storage

Q: What are the rules regarding profanity or inappropriate speech?

To maintain a peaceful game environment, the game will automatically ban profanity, hateful speech, harassment, or any statements that insult nationality, religion, or the monarchy. If you witness inappropriate language, submit a complaint via Ticket (Option → Information → Customer Service), including:

• The character name to report
  
• Server
  
• Time of occurrence
  
• Screenshot of evidence

   

Penalties:

1. 1st offense: chat banned for 3 hours
   
2. 2nd offense: chat banned for 24 hours
   
3. 3rd offense: chat banned for 72 hours
   
4. 4th offense: chat banned for 7 days
   
5. 5th offense: chat banned for 30 days

    

Note: Penalties depend on severity. At the team's discretion, harsher punishments may be imposed immediately in extreme cases.

Q: What happens if a player uses unauthorized programs/cheats?

• Ultimate Game does not condone the use of unauthorized cheats.

   

• Iris Origin SEA is equipped with an Anti-Cheat system. IDs found using prohibited programs will be banned immediately.

Q: What are the refund rules?

1. If a player requests a refund from a store (iOS, Android, Huawei), once refunded, the ID will be temporarily suspended — you will not be able to log in.

    

2. Top-ups made via the website for promotions, discounts, or bonus items are non-refundable under any circumstances.

    

In case you wish to lift a temporary suspension due to a refund, you can restore your account by repaying the same amount that was previously refunded and following the conditions specified by the game team.

Q: Is trading game IDs or items for real money allowed?

• Ultimate Game strictly prohibits sharing, buying, or selling game accounts or items for real money.
  
  
• If a dispute arises from such activity — e.g. requests to recover accounts or items, theft — the company disclaims all responsibility.

Q: Can evidence be requested in legal disputes?

1. In legal disputes between players, Ultimate Game will only provide information to law enforcement upon request.
   
   
2. For disputes involving players in different countries, the company may not intervene — but will respond to lawful requests from authorities.
   
   
3. The company will not mediate player-to-player legal issues unless requested by law enforcement.