Support
How to get help with Oil Voyage - the guide, the community group, what to include in your message, and what never to share.
On this page
This page explains where to ask for help, what to write so the team can help you quickly, and what you must never share. Many answers are already in this guide: try the FAQ and Troubleshooting first.
How to reach us
The community group
The community group is the place to ask the team and other captains. It is one Telegram group with topics for news, help and chat: @OilVoyageGame.
- Open the group and join it.
- Tap the button under the welcome message to show that you are a person. Until then, you cannot write.
- Ask your question in the right topic. To call an admin, write
@adminin your message.
You can also open the group from the Join the community task on the Tasks tab. See Community.
The bot
@OilVoyageBot is where you open the game and can request withdrawals. The bot does not pass typed messages to the team: whatever you type, it answers with its menu. The menu has a 📖 Guide button that opens this guide. It may also show 💬 Chat, which leads to the community group.
This guide
You can open this guide at any time from the Mini App: Profile → Guide.
Caution
Admins never write to you first, and nobody from the team will ever ask for your codes, keys, seed phrase or a payment. Deposits and withdrawals happen only in @OilVoyageBot and the game it opens. If someone writes to you privately and says they are from the team, do not trust them: report them in the group with /report.
What to include
A clear message gets a faster answer. Include:
- What you did, step by step.
- What you expected, and what happened instead.
- The exact text of any error, or a screenshot.
- The time it happened, if possible in UTC.
For money questions, add:
| Topic | Add this |
|---|---|
| A deposit | The network, the asset, the amount and the transaction hash (TX ID) |
| A withdrawal | The amount, the network, the status shown in My withdrawals, and the reason if there is one |
| A voyage | The tanker name and the route |
A transaction hash is public on the blockchain, so it is safe to share.
Warning
Never send anyone your two-factor codes, your recovery codes, your seed phrase or the private keys of your wallet. Not in the group, not in private messages, not to an admin.
Special cases
You lost access to your Telegram account. Your game account can be moved to a new Telegram account by the team. The proof that the account is yours is the recovery email linked in Profile → Security. Do not open the game or the bot from the new Telegram account before the move: that creates a second game account, and the move is then refused until the team sorts it out by hand. If your Security screen shows Recovery email, link it now, before you need it. See Security.
You lost your authenticator app and your recovery codes. Only the team can reset two-factor protection. Until then, withdrawals are not possible. See Troubleshooting.
Your account seems limited. If every action shows "Something went wrong" or you cannot sign in, your account may be frozen or banned. See Fair play.
You want your account deleted. There is no button for this in the app or in the bot, and the bot does not pass typed messages to the team. Ask an admin in the community group. The Privacy Policy explains what data the game keeps and for how long.
Terms and Privacy
- The Terms of Use are the rules of the game: who may play, funds and risk, the in-game currencies, fair play.
- The Privacy Policy explains which data the game keeps and why.
You accepted both during the registration.
Ready to sail?
Open Oil Voyage in Telegram and load your first tanker.