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Reply time: usually under 24 hours. One human answers every email.

Quick answer? Email [email protected].

Common questions

How do I restore my purchase on a new device?

Sign in to the same Apple ID that bought the game.
Open Hexhop.
Main Menu → Settings → Unlock Full Game → Restore Purchases.
Wait a few seconds — StoreKit re-reads your entitlement and unlocks everything.

If it doesn't unlock, email [email protected] with a screenshot of your App Store purchase history showing "Hexhop — Full Game." We'll sort it out.

I bought Hexhop but the full game didn't unlock.

StoreKit occasionally delays the transaction update. Try:

Force-quit the app and relaunch.
Toggle airplane mode off/on to refresh network.
Settings → Unlock Full Game → Restore Purchases.

If the full game still doesn't appear after two minutes, email us with your App Store receipt screenshot and we'll investigate immediately.

My progress disappeared after a device reset.

v1.0 stores progress locally without iCloud sync (sync is on the roadmap). If you restored from an iCloud device backup, your Hexhop progress should come back with it. If you did a clean install, local progress is gone — but your full-game purchase restores with a tap on Restore Purchases.

My custom level won't save / won't load.

Custom levels are stored in the app's Documents directory. If saves are failing, check that the device has free storage. If a level won't load or won't play, open My Levels → Edit to fix it (the editor shows what is invalid), or long-press the card → Delete to remove it. There is no export yet — if you want us to look, email a description of how the level was built.

The daily challenge won't load.

The daily challenge uses a shared seed derived from the calendar date — no server call. If today's challenge won't start, check that your device's date and time are set correctly (Settings → General → Date & Time → Set Automatically).

Audio is wrong / feels too loud.

Settings → Audio has two sliders — Sound (effects) and Music — plus a Haptics toggle on iPhone. Drag each to taste.

I can't read the warning bubbles (colorblind).

Settings → Display → Colorblind Assist adds a "!" symbol on warning bubbles and an "X" on popping bubbles. Teleporter pairs also use tick-marks (1 through 6) as a color-independent channel.

The game stutters / drops frames.

Turn on Reduce Motion in the iOS Settings app (Accessibility → Motion → Reduce Motion) — Hexhop follows it and switches off the bubble warp wobble, squash animations, enemy pulse and background parallax. You can also turn off High Quality under Settings → Display (restart required). On older devices this can improve frame stability. If you still see stutters, email us the device model — we tune for everything from iPhone SE 3 up.

I want to delete my account / data.

Hexhop has no account, no server, no data about you. To remove your local progress and any custom levels, delete the app from your device. That is a complete wipe.

Report a bug

The most useful bug report includes:

What level you were on (e.g., "Chapter 7, Level 7-4").
What you were doing when it happened.
What you expected vs. what actually happened.
Device model and iOS/iPadOS version.
Screenshot or screen recording if the bug is visual.

Email: [email protected]. Subject line "Bug:" is helpful but not required.

Request a feature

Ideas welcome — especially from players who have spent time with the game. Email [email protected] with "Idea:" in the subject. A few shipped features started as player emails.

Refunds

Refunds are handled by Apple, not by us. Open reportaproblem.apple.com and find the Hexhop transaction — Apple's process is a few taps. If the reason is a bug we can fix, email us first and we may be able to solve it faster than the refund flow.

Contact

Support: [email protected]
Privacy: [email protected]
Response time: Usually under 24 hours, slower on weekends.

Hexhop is built by one developer. Every email goes to a real person. Thanks for playing.