Support

We try to reply within 1 business day.

Need help fast? Email [email protected] — include your device model and OS version so we can debug efficiently.

Frequently asked questions

How do I back up my save?

Open the in-game ⚙ Settings menu (top-right of the board) and tap 📥 Download save. You can also generate a backup code under "Use a backup code instead".

How do I restore my save on a new device?

After installing the app, open ⚙ Settings → 📤 Restore from file and upload the JSON file you previously downloaded, or paste your backup code into the "Restore from pasted code" field.

I made an in-app purchase but didn't receive my gems.

First, try restarting the app. If gems still don't appear within 5 minutes:

iOS: open the in-game shop and pull down — the app will attempt to restore the purchase.
Android: the same restore path works in the shop view.
If neither works, email [email protected] with your transaction receipt and we'll resolve it within 24 hours.

How do I request a refund?

Refunds for in-app purchases are issued by Apple or Google — JTR Labs cannot issue them directly. To request a refund:

iOS: visit reportaproblem.apple.com, find the purchase, and follow the prompts.
Android: visit your Google Play order history, tap the purchase, and request a refund within 48 hours of purchase.

I lost my progress!

If you had cloud save enabled, sign in with your account on the new device and your progress will appear. If you did not, please email [email protected] — we'll do our best to help, but we cannot recover progress that was never backed up.

Notifications stopped working.

Check your device's Settings → Notifications → Hearth of Ages and make sure notifications are enabled. In-app, open ⚙ Settings → 🔔 Notifications and ensure the toggle is on.

The game is running slowly or crashing.

Try:

Force-quitting and reopening the app;
Restarting your device;
Checking that your OS is up to date (iOS 15+ or Android 9+ required);
Reinstalling the app (your cloud save will restore automatically if enabled — back up first if not!).

If problems persist, email us at [email protected] with your device model, OS version, and a description of when the issue happens.

How do I delete my account?

Email [email protected] with the subject "Delete my account" and the email address associated with your account. We'll delete your data within 30 days, as described in our Privacy Policy.

I want to report a bug or suggest a feature.

We love hearing from players. Email [email protected] with as much detail as you can — screenshots are golden.

Press / business inquiries

Reach us at [email protected].