Support
Two of us read every message. Most get an answer within a day.
Email hello@akrasiastudios.com and tell us which app, what phone you're on, and what happened. A screenshot helps. If something is broken, that jumps the line.
- Out Loud
- On the Hook
- Keystone
- Ninefold
- Playing in a browser
- Purchases and refunds
- Deleting your data
Keystone
Is everyone playing the same puzzle?
Yes. The five boards for each day ship with the game, so you and everyone else get the same ones. That's also why it works with no account and no connection.
I think a word in the corpus is wrong.
Tell us the pair and we'll look. The word list is curated by hand and we'd rather fix it than argue about it.
My streak or records disappeared.
Progress lives on your device. In the browser, clearing Safari's website data removes it, and the home-screen version keeps its own separate copy. In the app, deleting it or restoring an older backup removes it. If none of that happened, email us with your phone model and what you were using.
Ninefold
The standings say "Offline."
Your board still counts on your phone. The standings table needs a connection to confirm your score, and it retries the next time the game opens with one. If it stays offline for a day, tell us; it's probably on our end.
My run was rejected.
The daily board gets one try per player. We replay your moves on our side to confirm the score, and a run is rejected if the replay doesn't match or a second run comes in for the same day. If you think that's wrong, email us your board name (shown at the top of today's board) and the date.
How do I remove my runs? Can I change my name?
In the app, open Settings and tap Delete my leaderboard data. Your runs are deleted right away and you get a new name. Names are made for you so no one can post anything unkind; you can't type one. In the browser version, email us your board name and the dates you played.
Playing in a browser
How do I put it on my home screen?
Open the game in Safari, tap Share, then "Add to Home Screen." It opens full screen like an app after that. Progress on the home-screen version is kept separately from the Safari tab, so pick one and stick with it.
Is the App Store version going to carry my progress over?
Not automatically. Browser storage and an app are separate places. We'll say what carries over when the apps ship.
Purchases and refunds
Purchases go through Apple. To restore a purchase on a new phone, use the restore option in the app's settings. For a refund, Apple handles requests at reportaproblem.apple.com; we can't issue refunds directly, but if something went wrong with a purchase, tell us and we'll help sort it out.
Deleting your data
In On the Hook, Settings → Your data → Delete my data removes your handle, standings entry, chip record and group memberships from our servers right away, with no email needed. Deleting the app, or clearing your browser's site data, deletes everything stored on your device. For anything else held on our side, such as Circle entries or Ninefold standings, email us and we'll remove it within 30 days and let you know when it's done. Details are in our privacy policy.