Cipher Isles Support

How do I restore my purchases?

On iPhone: sign in to the Apple ID you bought with (Settings, your name), install Cipher Isles, open Settings in the game and tap Restore purchases (you can also use Restore purchases in the Shop). On Android: open Google Play and check you are signed in to the Google account you bought with, install Cipher Isles, open Settings in the game and tap Restore purchases. There is no Cipher Isles login to remember. Restoring needs an internet connection. If your Explorer Pass or Remove Ads doesn't appear, email us with your order ID. Hints you have already spent cannot be restored.

How do I cancel the Explorer Pass?

Cancel in your store account, at least 24 hours before the renewal date (or before the 7-day free trial ends, to avoid the first charge). On iPhone: Settings, tap your name, Subscriptions, Cipher Isles, Cancel. On Android: Google Play, tap your profile, Payments & subscriptions, Subscriptions, Cipher Isles, Cancel subscription. Deleting the game does not cancel a subscription, and you keep access until the paid period ends. The lifetime pass and Remove Ads are one-time purchases and have nothing to cancel.

Apple subscriptions

How do I get a refund?

Apple and Google take the payment, so they handle refunds. Request one from Apple at reportaproblem.apple.com, or through Google Play's refund help. We can't refund a store purchase ourselves.

Google Play refund help

Where is my progress stored? Can I lose it?

Your islands, solved puzzles, coins, relics, daily voyage streak and settings are stored only on your device, and we hold no copy. If you uninstall the game, clear its storage or lose the device, they can't be recovered. Purchases are not affected, because Restore purchases brings back the Explorer Pass and Remove Ads.

A rewarded ad did not load or did not give me a hint. What should I do?

Ads are optional. A rewarded video only plays after you tap a hint button and choose "Watch a short video". If no ad is available the game says so and no hint is granted. Check your internet connection and try again in a little while. If an ad finished but no hint arrived, email us with your device model and the time it happened.

A word I know is not accepted, or a word looks wrong. What can I do?

Cipher Isles uses a public word list, so a few valid words may be missing and a few unwelcome words are filtered out on purpose. Use "Report a word" in Settings, About. It opens your mail app with an email to info@etestweb.com, with the word and puzzle filled in. Send it and we will review the word for a later update.

How do hints work?

There are three hints: Letter, Word and Compass, and each button keeps its own count. You get one free hint a day (two with the Explorer Pass), shared between the three kinds and spent first. Hint packs (5, 25 or 70) are split evenly between Letter, Word and Compass and never expire. When none are left, a hint costs 30 coins, or you can watch an optional short video for one if you are short of coins. A rewarded video, offered only when you are short of coins, gives 1 hint of the kind you tapped.

Does Cipher Isles work offline?

Yes. You can play every puzzle and the daily voyage without an internet connection. You need a connection only to watch a rewarded ad, to buy something or to restore purchases.

How do I report a problem or suggest something?

Email us. It helps to include your phone model, your iOS or Android version, the Cipher Isles version, and what you were doing when the problem happened. A screenshot is useful. Please don't send passwords or payment card details.

How do I make a privacy or data request?

Email us with what you'd like to do (access, correct, delete or object). Cipher Isles has no account and keeps your progress only on your device, so uninstalling the game deletes it. For purchase records held by RevenueCat, write from the address on your store receipt or include your order ID, and we'll act on it within one month.