Account and help
Start with the mode, wallet address and network shown in the top bar. Then use the checks below for the action you were taking.
Official ZOO links
Play at zoogames.xyz and follow @zoogames_nft on X for community news and updates.
My account and collection
Profile shows your mining HP, PvP points, streak, keys, season-pass status and collection count. Its win rate covers the loaded battle history, which may be shorter than your full record.
Your wallet address identifies your account. To change accounts, open the wallet button in the top bar and switch wallets, then sign in for the new address. To disconnect, use that same wallet window.
Keep these terms separate:
| Term | Meaning |
|---|---|
| Mining HP | Your share of mining power. It is not battle health or a fixed token income. |
| Battle health | How much damage a fighter can take in the arena. |
| Mining team | Four saved cards on Teams that can add mining HP. |
| Battle lineup | Three selected cards for PvP or one for a boss. |
| Keys | A game-account balance for chests; not a wallet token. |
| esZOO | Claimed rewards that release ZOO over time. |
| Demo collection | A sample account. Its assets do not transfer to your wallet. |
Wallet or sign-in problem
| What you see | What to do |
|---|---|
| Sign in / Signature rejected | Unlock your wallet, use Sign in in the top bar and approve the sign-in message. This message costs no gas. |
| Wrong network | Switch to the network requested by the app. Tokens on another network cannot pay for this action. |
| Not enough USDC, ZOO or ETH | Check the payment token and amount. ETH is needed for gas even when the item is paid in USDC or keys. |
| Approval succeeded, purchase did not | An approval only gives spending permission. Check whether a separate purchase transaction was submitted before trying the action again. |
| Server unavailable / contracts do not match | Wait and refresh. If the message persists, the game operator needs to restore the service or configuration. |
| You rejected the request | An unsigned transaction was not sent. For a chest, keys may already be reserved in a voucher: follow the chest recovery steps below. |
| The feeding preview changed | Cancel the preview, select the material again and review the updated XP, levels and fee before confirming. |
| The early-unlock review changed | Cancel and review the current reward position and burn again. Switching wallets also requires a new review. |
| Trading unavailable on this network | The current in-app ZOO swap supports Base Sepolia test tokens only. A mainnet wallet connection does not enable trading. |
My box or chest has not appeared
- Check the purchase transaction in your wallet or its explorer link. A submitted transaction may still be pending; a successful purchase can still be waiting for a draw.
- Open Boxes and find Your on-chain orders. Use Refresh. You can close the reveal animation without losing the order.
- If the order is missing from the list, expand Look up an order from your receipt. Choose box or chest and enter its order number. The receipt's BoxOrdered or ChestOrdered event contains the orderId; this is different from the transaction hash.
- If the order says Randomness ready, use Reveal from wallet if automatic reveal has not finished. When reveal is paused, wait for the operator to resume it.
| Still waiting for randomness | Available action |
|---|---|
| 1 hour after the latest request | Retry randomness. No second purchase or key payment; a network fee applies. |
| 24 hours after the original order | Cancel and refund. Boxes return their recorded payment; chest keys return after the server processes the on-chain refund. |
Retry does not move the refund deadline. Once randomness is ready, retry and refund are unavailable. Previous network fees are not refunded.
I spent keys but rejected the chest transaction
Return to Boxes with the same wallet and choose Resume paid chest on that chest type. Keys were already spent when the opening was prepared. The game can renew an unused expired request without taking more keys; you still pay gas when you send it.
If season slots are full, the paid opening stays saved until a slot is available. If it was already submitted, wait for the order to sync and use the on-chain steps above. Rejecting or abandoning an opening does not automatically return keys. See Keys and chests for the full recovery steps.
The shop says a payment is confirming or syncing
- Use View transaction to check the payment. Shop pauses new purchases while it checks the saved transaction, helping prevent a second payment.
- Use Check again after confirmation. The game also needs to read the transaction before updating your account. Reloading normally keeps this payment record in the same browser.
- For a PvE ticket still in your wallet, press Move in Shop once syncing finishes. This needs gas but no second item payment. Move held tickets before buying more.
If the app says it could not save the payment record, keep the page open and check the transaction in your wallet. Keep its hash if you need help; opening another browser or clearing browser data is not a way to cancel a sent payment.
Cards, tickets or rewards look wrong
| Question | Check |
|---|---|
| Why is my card not mining? | Market and transferred cards need 24 hours. Cancelling a listing starts a new warm-up too. Listed cards do not mine. A team bonus needs all four cards eligible and the team saved. |
| Can a warming card fight? | Yes. Use unlisted cards: three for PvP or one for a boss. Mining bonuses do not add combat stats. |
| Why no free tickets? | You need 8+ current mining HP. Free tickets are shared by PvP and PvE and reset at 00:00 UTC. Purchased tickets are mode-specific. |
| Why did a Practice bot change my rating? | These bots fill the rated PvP opponent list. Attacking one spends a ticket and changes rating like another opponent. |
| Why can I not claim today’s estimate? | An estimate can change. A day must close and its rewards must be published, then wait through the default 12-hour safety window. |
| Why no spendable ZOO after a reward claim? | Claim closed-day rewards adds to your esZOO position. Use Collect … ZOO on Mining or ZOO to withdraw the portion available now; then spend it or swap it for USDC if trading is available. |
| Why did keys decrease? | Chests spend keys; unspent keys expire after seven days when the day is closed. The displayed balance is rounded. |
| Why does the collection lag behind my wallet? | The server must process confirmed chain events. Refresh after a short wait; keep the transaction and order details if it persists. |
This guide describes the current code and its defaults. Some app previews also use defaults; deployed settings can differ. Review the network, amount and action before confirming.