Question 1

The game crashes on launch after an update.

Accepted Answer

Restart the device, then reinstall. Progress tied to an account is restored on sign-in; local-only progress is not, so contact us before reinstalling if you are unsure which applies. Include your device model, OS version and the game version from the in-game settings screen.

Question 2

The game runs badly on my device.

Accepted Answer

Check the quality setting in the in-game options first — we default to the highest setting the device reports it can handle, and that report is sometimes optimistic. If the problem persists, send us the device model and we will tell you whether it is below our minimum spec rather than guess.

Question 3

What are the minimum device requirements?

Accepted Answer

Per-title minimum specifications are listed on each game page and in the store listings. [MINIMUM SPEC TABLE TO BE MAINTAINED PER TITLE].

Question 4

I paid and did not receive the item.

Accepted Answer

Use "Restore purchases" in the in-game shop first. If that does not resolve it, contact us with the store receipt or order ID. We can verify and grant the entitlement directly; we do not need your payment card details and will never ask for them.

Question 5

How do I get a refund?

Accepted Answer

Purchases are processed by Apple or Google, not by NanoTeam, so refunds are requested through the store you bought from. Apple: reportaproblem.apple.com. Google Play: play.google.com/store/account. We can help with an entitlement problem, but we cannot issue a store refund on your behalf.

Question 6

Can I see what I have bought?

Accepted Answer

Your purchase history for a title is visible in the in-game shop under "Purchases". A full export of the data we hold can be requested from the Privacy Choices page.

Question 7

Which games use an account?

Accepted Answer

Ashfall Drift, Tidecaller, Null Harbor and Ferrograde use a NanoTeam game account for cross-device progress and leaderboards. Paper Lantern and Bramble & Bone do not create an account at all.

Question 8

I cannot sign in.

Accepted Answer

Request a new sign-in link from the account screen in-game. If the address on the account is no longer reachable, contact support with the player ID shown at the bottom of the in-game settings screen — that is what lets us find the account without an e-mail address.

Question 9

How do I delete my account?

Accepted Answer

Either in-game, under Settings → Account → Delete account, or from the Account & Data Deletion page on this site. Both routes delete the account and the associated data, subject to the retention exceptions listed on that page.

Question 10

Can I change the e-mail on my account?

Accepted Answer

Yes, from the account screen in-game. The change is confirmed from both the old and the new address where the old address is still reachable.

Question 11

I changed phone and my progress is gone.

Accepted Answer

Sign in with the same NanoTeam game account on the new device and progress is restored. If the title has no account — Paper Lantern, Bramble & Bone — progress is local to the device and cannot be transferred, which is stated at first launch.

Question 12

My progress rolled back after a crash.

Accepted Answer

Contact support with your player ID and roughly when it happened. Account-backed titles keep a short window of server-side snapshots, so a rollback is usually recoverable. Tell us before playing further, because continued play can overwrite the snapshot we would restore from.

Question 13

How do I get a copy of my data?

Accepted Answer

Submit an access request from the Privacy Choices page. Include the player ID so we can match the request to an account without asking for further personal data.

Question 14

What happens to my data when I delete my account?

Accepted Answer

The account and the associated data are deleted, other than records we are required to keep — for example transaction records held for tax or accounting purposes, and a minimal record of the deletion request itself. The exceptions are listed in full on the Account & Data Deletion page.

Question 15

Do your games show ads?

Accepted Answer

None of the current titles serve third-party advertising. If that changes for a future title it will be stated on that game page, in its store listing and in the privacy policy before release.

Question 16

Do your games track me across other apps?

Accepted Answer

No. We do not link game data with third-party data for advertising, and we do not share data with data brokers. This is why our App Tracking Transparency prompt does not appear.

Question 17

What should a bug report contain?

Accepted Answer

Game and version, device model, OS version, your player ID if the title has accounts, what you expected, what happened, and whether it reproduces. A ten-second screen recording is worth more than a paragraph.

Question 18

Where do bug reports go?

Accepted Answer

Into the same queue as everything else, then to the team that owns the feature. The people who built it read their own reports; there is no separate triage team translating in between.

Question 19

Can I report a security issue?

Accepted Answer

Yes, and please do so privately rather than publicly. Use the security address on the Contact page. [VULNERABILITY DISCLOSURE POLICY URL].

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