Support
Something not working, a purchase gone missing or a question about one of our games? Write to us. We read every message and reply as soon as we can, usually within a few days.
Contact us
To help us solve it quickly, please include:
- the game’s name and version (shown in the game’s settings or on its store page);
- your device model and operating system version;
- what happened, and what you expected to happen;
- screenshots or a screen recording, if you can.
Common questions
I lost my progress.
Progress is saved on your device, so deleting the game or clearing its data removes it, unless the game offers cloud saves through Game Center, Google Play Games or a sign-in option. If cloud saves were on, sign in with the same account on your new device. If you still cannot get it back, write to us and include your player ID if the game shows one.
I bought something but did not receive it.
Close the game and open it again while connected to the internet; a purchase that did not arrive is usually delivered on the next start. Many games also have a “Restore purchases” button in their settings. If it still has not arrived, email us the order number from your receipt (App Store order numbers start with “M”, Google Play ones with “GPA.”).
How do I get a refund?
Purchases are made through Apple or Google, so they handle refunds: App Store or Google Play.
How do I turn off personalised ads?
See Ads and your choices in our Privacy Policy for the settings on iOS and Android.
The game crashes or runs slowly.
Update the game from the store and restart your device. If the device is almost full, free up some storage. If the problem continues, tell us your device model and operating system version.
Can I play on another device?
Purchases follow your Apple or Google account to any device signed in with it. Progress moves with you only if the game offers cloud saves.
I found a bug or have an idea.
Please tell us; we read all of it. Screenshots help a lot.
Delete your data
You can ask us to delete the data connected to you in any Arca Magica game. You do not need to delete your store account.
- Email support@arcamagica.net with the subject “Delete my data”.
- Tell us which game it is about and, if the game shows one, your player ID (usually in the game’s settings).
- We confirm by email and complete the deletion within 30 days.
What we delete
Your support emails, your cloud saves and online player data on our servers, and the data linked to your device or player ID that we can reach in the analytics and crash-reporting services the game uses.
What we may keep
Purchase records, for the period tax and accounting law requires. Advertising data is held by the ad networks themselves: reset your advertising ID (see Ads and your choices) to unlink it from you, or contact them through the links in the game details.
Data on your device
Deleting the game removes everything it stored on your device.