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Games Support Center

HomeGames Support Center

We’re here to help you run, jump, escape…
and solve anything else that gets in the way.

Welcome to the our Support Center.
Here you’ll find troubleshooting tips, common questions, gameplay guidance and ways to contact us if you need personalized help.

If you can’t find the answer you’re looking for, you can always reach us directly at: [email protected]

1. Quick Help – Most Common Issues

🐇 I lost my progress

  • Our Games save progress locally on your device unless stated otherwise.

  • Reinstalling or changing devices may erase your progress.

  • If your progress disappeared after an update or crash, scroll down to Section 4: Saving & Restoring Progress.

🚫 The game won’t start / keeps crashing

  • Restart your device.

  • Make sure you’re using the latest version of any of our games.

  • Ensure your device meets minimum requirements.

  • See Section 2: Technical Troubleshooting for full steps.

💸 I made a purchase but didn’t receive it

  • Check your internet connection at the time of purchase.

  • Restart the game.

  • Purchases are always handled by the App Store or Google Play.

  • Visit Section 5: Purchases & Refunds for instructions.

🛠 I found a bug

We’re sorry! Report it to us directly:
📧 [email protected]
Please include your device model, OS version, game version and a description of the problem.

2. Technical Troubleshooting

2.1 The game does not open or freezes

Try the following steps:

  1. Force close the app.

  2. Restart your device.

  3. Ensure your OS is updated.

  4. Make sure your device has at least 500 MB of free space.

  5. Reinstall The Game (note: this may delete your progress if no cloud sync is available).

2.2 Performance issues (lag, stutter, overheating)

  • Disable battery saving mode.

  • Close other apps running in the background.

  • Reduce screen brightness.

  • Restart the device to free memory.

Older or low end devices may experience reduced performance during intense levels.

2.3 Sound problems

  • Ensure your device is not muted.

  • Check the in game sound and music settings.

  • Restart the game.

  • Verify your headphones or Bluetooth speaker is connected properly.

2.4 Controls not responding

  • On touch devices, ensure your screen is clean and dry.

  • Remove external controllers (if any) and try again.

  • Restart the app.

3. Gameplay Help & Frequently Asked Questions

❓ How do I attack?

Double tap the screen to perform a short range mechanical strike.

❓ Why does the monster catch me instantly?

This can happen if:

  • Your jump timing is too late

  • You slowed down by hitting obstacles

  • Your device lagged momentarily (see performance tips above)

❓ Are there difficulty levels?

Levels increase in difficulty naturally. Some worlds require extremely fast reflexes.

❓ Are Our Games safe for children?

See our Age Suitability & Content Information page for full details.

4. Saving & Restoring Progress

How progress is saved

  • Our Games primarily save progress locally on your device.

  • This means deleting the app or switching devices may erase your progress.

If your progress was lost

Try the following:

  1. Restart the game.

  2. Ensure the game wasn’t installed under a different user profile (Android).

  3. Check if your device recently cleared app data due to low storage.

If none of these apply, please reach out to us with:

  • Device model

  • OS version

  • Game version (found in game settings)

  • What progress you lost

We will do our best to assist you.

5. Purchases, Billing & Refunds

Missing purchase

If an item or purchase did not appear:

  1. Restart the game.

  2. Restart your device.

  3. Confirm the charge on your App Store / Google Play receipt.

If still missing:
📧 [email protected]
Include the transaction receipt from your store.

Refunds

Refunds are handled by:

  • Apple App Store

  • Google Play Store

We cannot issue refunds directly, but we can guide you on how to request one.

Follow platform instructions:

6. Device Compatibility

Minimum System Requirements

(You can customize this when you finalize specs.)

iOS

  • iOS 12 or later

  • iPhone 7 or newer recommended

Android

  • Android 8.0 (Oreo) or later

  • At least 2 GB RAM

  • Mid range CPU recommended for smooth performance

Not officially supported

  • Jailbroken or rooted devices

  • Emulators

  • Devices with significantly modified ROMs

7. Reporting Bugs or Feedback

We appreciate every report—it helps us improve the game.

When reporting a bug, please include:

  • Device model (ex: Samsung Galaxy A32)

  • Operating system version

  • Game version

  • Steps to reproduce the issue

  • Screenshots or video if possible

Send reports to:
📧 [email protected]

8. Known Issues & Workarounds

(This is optional but very useful. You can update it over time.)

Known Issue: Rare crash when opening Level 5
Status: Fix in testing
Workaround: Restart the game and avoid pausing during the first section

Known Issue: Slight stutter on older Android devices
Status: Optimization patch planned

9. Legal & Policy Links

For transparency and safety, please review:

  • Privacy Policy

  • Age Suitability & Content Information

  • Terms of Service (optional, can be created later)

10. Contact Us

If you need help and couldn’t find answers here, we’re happy to assist you.

Neural Technology Solutions, SRL
Gaming Division: Neural Games Solutions

📍 C. Livia Veloz 17, Los Prados, Santo Domingo, Dominican Republic
📧 Email: [email protected]
📞 Phone: +1 (809) 545 5185

We will do our best to respond as quickly as possible.