After each stream, the scene is available immediately on-demand. Each week, combined scenes make a full episode which is available on demand on Thursdays at 11AM PT.
Customer Support FAQ
Account
Can't Log in
• Clear browser cookies and cache
• Avoid any proxy settings
• If logging in using and external identity provider like Google or Apple, a common mistake is to use another identify provider to login than the one used to sign up.
Genvid’s login and sign up mechanism uses cookies to keep track of the log in state. If cookies are corrupted or absent, the log in and sign up experience might be impaired.
How do I change the email associated with my account?
Currently it is not possible to update the email address associated with your Genvid account. However, our teams are working hard to provide this feature for our users.
How do I change my display name?
Currently it is not possible to update the username that is displayed within the app. However, our teams are working hard to provide this feature for our users.
How do I change or reset my password?
If you have a Genvid account that was created with an email and password, you can change your password by clicking on the “Login with email” option and then on the “Forgot Password” link. You will be prompted to enter your Genvid account email address and you will receive instructions to reset your password.
If you created an account with your Apple or Google account, then go to appleid.apple.com or myaccount.google.com
How can I manage my marketing communications?
If you are interested in receiving app-related information, please email our Customer Support team at silenthillsupport@genvid.com and we will be happy to assist you.
Email opt out instructions
If you would prefer to not receive future email messages from Genvid Entertainment / Silent Hill: Ascension, please follow the instructions at any time to opt-out
- Open latest email from Silent Hill: Ascension
- Navigate to footer of the email
- Click through to “unsubscribe from this list”
- You are now unsubscribed.
If you would prefer to not receive future push notifications from Silent Hill: Ascension, please follow the instructions at any time to opt-out
For iOS users
For Android users
- The settings screen for SILENT HILL: Ascension will open
- Click through on “Notifications”
- Deselect Allow Notifications
- You are now unsubscribed
For Android users
- the settings screen for SILENT HILL: Ascension will open
- Deselect Allow Notifications
- You are now unsubscribed
Why am I seeing a different display name?
In certain cases, user display names may have to be adjusted. You should have received an email from our support team concerning any changes to your display name. If you still have questions concerning this, please contact our Customer Support team at silenthillsupport@genvid.com
My username was flagged for review, what should I do?
Please email our Customer Support team , who can assist you with next steps.
How can I report offensive display names?
Please email our Customer Support team , who can evaluate your request.
How do I delete my Genvid account?
Within the app, click on the gear icon next to your username. Then click on the Account tab and Delete Account option to request the account be deleted. Alternately, you can request that your account be deleted though the steps indicated in our Privacy Policy.
My issue is not listed
If you have an account issue that is not listed in the FAQs, please contact us at silenthillsupport@genvid.com
Payment
Why are item prices in the web store displayed in US dollars?
We will soon make pricing information in local currencies available for all countries to provide the best customer experience. Currently on the web for certain countries, we can only show prices in local currency at checkout.
Why are prices in my local currency higher than expected?
This can happen for several reasons. Depending on your country of residence, you may be charged additional taxes. In some countries, banks may charge additional fees for cross-border transactions. Please contact Apple or Google or Xsolla support for more information.
How can I view my purchase history?
For purchases made from your mobile device, log in into your Apple or Google account to view your purchase history. For purchases made on the web, please email our Customer Support Team and we will be happy to assist you.
How can I get a refund for my purchase?
For purchases made from your mobile device, log in into your Apple or Google account to view your purchase history. For purchases made on the web, please email our Customer Support Team and we will be happy to assist you.
My issue is not listed
If you have a payment issue that is not listed in the FAQs, please contact us at silenthillsupport@genvid.com
Technical
Crash Issues
When an app or site crashes, it can be due to various reasons including bugs, compatibility issues, hardware limitations, corrupt data or insufficient resources. Here are some common fixes that you can try to resolve the issue:
Restart the App
Close the app completely and relaunch.
Check for Updates
Outdated apps might crash if they’re incompatible with newer operating systems. Regularly update apps to ensure you have the latest features and bug fixes.
Restart the Device
A simple restart may resolve issues by clearing your device’s memory and closing background processes which might be causing conflicts or using too many resources.
Clear Cache and Data (Android and PC)
Apps store temporary files and data in cache, which can become corrupt. Clearing the app’s cache can solve performance issues without affecting your data.
Check App Permissions
Sometimes an app may crash because it’s been denied critical permissions (like access to storage or location services). Make sure the app has all the permissions it requires.
Free Up Device Storage
Insufficient storage can cause crashes. Try freeing up device memory by deleting unnecessary apps, files and cache data./
Reinstall the App
Uninstall and reinstall the app, ensuring you’re using the latest version.
Check for Software Updates
Ensure your device’s operating system is up to date.
Review App Compatibility
If your device is very old, it might not be compatible with the latest version of the app. Check the app requirements to ensure compatibility with your device.
Report the Crash
If none of the above troubleshooting steps work, please contact silenthillsupport@genvid.com
Connection Problems
Connection problems can arise due to various issues including network problems, server-side errors, connectivity issues or even software glitches. Here are some common fixes that you can try to resolve them:
Check your Internet Connection
• Ensure your device is connected to the internet through Wi-Fi or cellular data.
• Try accessing a website through your device’s browser to confirm internet connectivity.
• If you are connected to Wi-Fi, you can try getting closer to the router to improve the signal strength.
Restart Your Device
A simple restart may resolve issues by clearing the device’s memory and closing background processes that might be causing conflicts or using too many resources.
Switch Between Wi-Fi and Mobile Data
Sometimes, the issue might be with your current network. Switching to another network might resolve the issue. For instance, if you’re on Wi-Fi, try switching to mobile data, or vice versa.
Update the App
Make sure you’re using the latest version of the app.
Clear Cache and Data (Android and PC)
Apps store temporary files and data in cache, which can become corrupt. Clearing the app’s cache can solve performance issues without affecting your data.
Check for Device Updates
Ensure your device’s operating system is up to date.
Restart Network Settings
Corrupted network settings could be causing connection problems. Reset these settings on your device.
Disable VPN or Proxy (if applicable)
If you’re using a VPN or proxy, it could be interfering with the app’s ability to connect to its servers. Try disabling these tools to see if that resolves the issue.
Check App Permissions
Sometimes an app may crash because it’s been denied critical permissions (like access to storage or location services). Make sure the app has all the permissions it requires.
Use Another Device
If possible, try to use the app on another device. This step can help determine if the issue is with the app in general or just on your original device.
Report the Issue
If none of the above troubleshooting steps work, please contact silenthillsupport@genvid.com
Live Chat Issues
If you have problems accessing the chat, please contact us at silenthillsupport@genvid.com
Audio Problems
Audio problems in apps can range from no sound being produced, distorted audio, audio-video out of sync, to a variety of other issues. Here are some common fixes that you can try to resolve the issues:
Check your Device Volume
Ensure your device’s volume is not muted or set too low.
Restart Your Device
A simple restart may resolve issues by clearing the device’s memory and closing background processes that might be causing conflicts or using too many resources.
Check your sound settings
• Make sure the audio isn’t turned off or turned down.
• Ensure that your device’s sound settings are configured correctly. For instance, some devices have separate audio profiles for media, calls, alarms, and notifications.
Restart the Device
A simple restart may resolve issues by clearing the device’s memory and closing background processes that might be causing conflicts or using too many resources.
Check External Sound Outputs
If you’re using headphones, Bluetooth speakers, or other external sound systems, ensure they’re properly connected and working correctly. Try using the built-in device speakers or different headphones to see if the issue persists.
Report the Issue
If none of the above troubleshooting steps work, please contact silenthillsupport@genvid.com
Check your Device Volume
Ensure your device’s volume is not muted or set too low.
Restart Your Device
A simple restart may resolve issues by clearing the device’s memory and closing background processes that might be causing conflicts or using too many resources.
Check your sound settings
• Make sure the audio isn’t turned off or turned down.
• Ensure that your device’s sound settings are configured correctly. For instance, some devices have separate audio profiles for media, calls, alarms, and notifications.
Restart the Device
A simple restart may resolve issues by clearing the device’s memory and closing background processes that might be causing conflicts or using too many resources.
Check External Sound Outputs
If you’re using headphones, Bluetooth speakers, or other external sound systems, ensure they’re properly connected and working correctly. Try using the built-in device speakers or different headphones to see if the issue persists.
Report the Issue
If none of the above troubleshooting steps work, please contact silenthillsupport@genvid.com
My Issue is not listed
If you have a technical issue that is not listed in the FAQs, please contact us at silenthillsupport@genvid.com
Features
Notification Problems
To opt-in and opt-out of push notifications, please navigate to settings and toggle notification settings.
Profile Issues
If you are having issues within your profile including missing achievements and rewards not unlocking, please log out and log back in. If issues persist please contact us at silenthillsupport@genvid.com
Report Another Player
Our live chat is a place for all users to interact, share, and immerse themselves further into the SILENT HILL: Ascension experience. To ensure the safety, respect, and enjoyment of all users, we’ve established the following guidelines.
Though we’re always keeping an eye on the community, your feedback is invaluable. If you notice anything amiss, please contact us at silenthillsupport@genvid.com. Together we can make SILENT HILL: Ascension an enjoyable experience for everyone.
Live Stream Issues
If a live stream is not appearing or functioning correctly, several issues could be at play, including problems with internet connectivity, platform or server issues, device compatibility, or user account problems. Here are some common fixes that you can try to resolve the issue:
Refresh the Stream
Refresh the webpage or app where the live stream is playing. This can help re-establish connection to the server.
Check Your Internet Connection
• Ensure your device is connected to the internet through Wi-Fi or cellular data.
• Try accessing a website through your device’s browser to confirm internet connectivity.
• If you are connected to Wi-Fi, you can try getting closer to the router to improve the signal strength.
Restart Your Device
A simple restart may resolve issues by clearing the device’s memory and closing background processes which might be causing conflicts or using too many resources.
Clear Cache and Cookies
If you’re watching the stream on a web browser, clearing the cache and cookies eliminates corrupt data that might be interfering with the streaming service.
Try Different Browser or App
Compatibility issues can cause problems with live streams. If you’re on a browser, try accessing the stream from a different one (e.g., switch from Chrome to Firefox). If you’re on an app, see if the stream is available on ascension.com
Log Out and Log Back In
Try logging out of your account and logging back in. There could be an issue on the server’s end.
Report the Issue
If none of the above troubleshooting steps work, please contact silenthillsupport@genvid.com
Bidding Issues
If you have problems executing a bid, try restarting your device. If the issue persists, please contact us at silenthillsupport@genvid.com
VOD (Video on Demand) Issues
Puzzle Questions
Puzzles are located in the Arcane Library. There are Arcane Puzzles, which unlock lore and Mindfulness Puzzles that impact characters’ hope scores. Users earn both Influence Points and Experience Points when playing any puzzle.
• There are always 2 Arcane Puzzles and 2 Mindfulness Puzzles daily. Puzzles rotate daily.
• If you can’t access a puzzle, it may be gated by Season Pass ownership. Purchase the Season Pass to have full access to all puzzles.
• If you are having trouble playing a puzzle, please watch the tutorial located on the left side of the screen marked as i.
• Some puzzles offer hints at a cost of 25 Influence Points. If the puzzle has this feature, there will be a lightbulb icon on the left side of the screen.
If a puzzle is crashing or not fulfilling rewards, please contact us at silenthillsupport@genvid.com
• There are always 2 Arcane Puzzles and 2 Mindfulness Puzzles daily. Puzzles rotate daily.
• If you can’t access a puzzle, it may be gated by Season Pass ownership. Purchase the Season Pass to have full access to all puzzles.
• If you are having trouble playing a puzzle, please watch the tutorial located on the left side of the screen marked as i.
• Some puzzles offer hints at a cost of 25 Influence Points. If the puzzle has this feature, there will be a lightbulb icon on the left side of the screen.
If a puzzle is crashing or not fulfilling rewards, please contact us at silenthillsupport@genvid.com
Season Pass Questions
Please direct any Season Pass issues, including those concerning earning and rewards to silenthillsupport@genvid.com
Inventory Issues
If items are missing, including influence points, experience points, customization options and rewards, please contact us at silenthillsupport@genvid.com
My issue is not listed
Contact us at silenthillsupport@genvid.com
Still have unanswered questions? Reach out to us and ask.
© 2024 Genvid Entertainment LLC.
©Konami Digital Entertainment
© 2024 Bad Robot Games
© 2024 Genvid Entertainment LLC.
©Konami Digital Entertainment
© 2024 Bad Robot Games