Once Human has received a lot of attention since its launch, we are deeply gratitude for our players' attention and support. However, due to the high traffic joining the game at launch, there have been some technical issues affecting the player experience and we are really sorry for the inconvenience caused. Additionally, there have been concerns raised regarding the collection of personal information. In response to the most prominent issues, we have prepared the following FAQ. We sincerely apologize for any confusion or uncertainty experienced by our players. We will strive to do better.
1. When will Once Human support Russian and Spanish?
Russian language support will be available in September. We are also working hard to include other languages.
Please stay tuned for further updates.
2. When will Once Human support controllers?
Once Human will support controllers in the upcoming updates.
We are working diligently on controller compatibility and aim to bring a quality controller experience to players as soon as possible. We will officially announce this important update via our SNS channels. Please Stay tuned.
3. Why is there a Chinese named program running in my background process? What is it for?
We sincerely apologize for this confusion. It’s an omissive localization mistake. The program is a Webview Helper, which supports Webview page rendering in the game. This is a widely-used program for multiple platforms and gaming applications.
We are now reviewing all assets and programs to make sure that there won’t be any further issues around non- localization.
4. Your user data collection requires players to fill in so much personal information. Is it mandatory for everyone? How will you use it? Is it legitimate?
Once Human team takes our users’ data privacy very seriously. We only collect and use personal data according to specific purposes, such as providing requested services or acting with your expressed consent. We will only use your data lawfully and reasonably and in accordance with local legal compliance requirements, while practicing the data privacy principles such as data minimization, purpose limitation, and transparency. The specific types of personal data we collect will vary according to each player’s specific interactions with our services.
For example, we would only collect government-issued IDs where the local laws require us to do so, such as when distributing prizes for a specific promotion, when the identity of a user's parent must be verified to obtain consent for their child (if required by applicable child protection laws), or when the user wishes to correct their age information (again, if such verification is required by law). In any case, the ID information is deleted immediately after we have fulfilled the purpose for collecting the ID information in the first place.
Similarly, we may ask our users for additional information such as social media account usernames, names, and address in user surveys that users voluntarily participate in. Users are free to provide as much or as little information in these user surveys, if they choose to respond to the survey at all.
In the spirit of transparency, we have indeed included all types of information that we may collect (some of which may not apply to users who aren’t accessing the relevant functionality), the purpose for which we collect the data, and how we process the data in our privacy policy. Our privacy policy also clearly states how you can exercise your rights to manage your personal information by contacting our in-game customer services or contact us at personal_data_ne@global.netease.com. With the aim to further improve clarity and transparency, we have recently revised our privacy policy, which will be published soon.
We have heard your concerns and will continue to improve on how we describe our data privacy practices. If you have any specific questions or concerns after your review of our privacy policy, please feel free to contact us. We appreciate and welcome every feedback given by our players to help us improve.
5. Why can I only create one character on a server?
We initially limited the functionality for multiple-character creation due to technical issues. But the functionality has now been fixed and players can now create multiple characters on any server and embark on adventures with your friends. We sincerely apologize for the inconvenience caused.
6. Why is there an issue accessing the server list in the game?
We have noticed that players in certain regions may be not able to retrieve server lists or experienced login crashes. The problem has now been fixed, we are deeply sorry for any inconvenience caused and would like to thank all players for their understanding and support.
7. What is NetEase Launcher? Why do I need to download it?
The NetEase Launcher is a game launch platform which offers broader collection access to games published by NetEase Games. Like some of our industry peers who run multiple games simultaneously, we hope that the launcher can provide convenient access to multiple NetEase's games for our users. You would only be required to download the launcher if you download Once Human from our official website. Players who play the game from Steam or Epic will NOT need to download or use the launcher.
