Support

Lives refill on a timer, one at a time, whether or not the app is open — so putting the phone down really is the fix. The map screen shows how long until the next one arrives.

If you allowed notifications, the game will tell you the moment you are back to full. You can also refill immediately with gems from the shop, or claim the daily reward, which often carries lives with it.

Changing your device's clock to speed this up will not work, and can leave the timer stuck until real time catches up.

Open the shop and use Restore purchases. That asks Apple what you own and credits anything the game missed — most often after a payment that was still pending when the app closed.

If it still has not landed after a restore, send the form below with the topic set to Purchases. Include the date of the purchase and the name of the pack. Do not send card numbers or your Apple Account password; we never need either, and will never ask.

Refunds are issued by Apple, not by us — we have no access to the payment at all. Go to reportaproblem.apple.com, sign in with the Apple Account that made the purchase, find Emberfall Caldera and choose the problem that fits.

If the reason is something broken in the game, tell us too. We would rather fix it than have you need the refund at all.

The game keeps no cloud save. Everything lives in one file inside the app on the device, which is what lets it run with no account and no servers, and it is also why progress cannot follow you to a new phone or survive deleting the app.

An encrypted iCloud or Mac backup of your old device restores app data along with everything else, so restoring a new phone from such a backup does bring the save across. Without a backup, there is nothing to recover — we hold no copy.

If progress vanished on a device you never restored or reinstalled, that is a bug and we want to hear about it. Tell us the last level you remember clearing.

Every level in the game is verified to be winnable before it ships, so if one seems airtight it is usually a matter of order: clear blockers from the edges inward, save special gems until two can be combined, and spend moves near the objective rather than wherever the biggest match happens to be.

Boosters help, and the shop sells them for dust rather than money. If you have measured a level and are convinced it cannot be finished, send its number — that is exactly the report we act on fastest.

Check the silent switch on the side of the device first, then Settings inside the game, where music, effects and haptics have separate controls. Volume is remembered between sessions, so a slider left at zero stays at zero.

Haptics need a supported iPhone; iPads and older devices have no Taptic Engine, and the switch simply does nothing there.

The game is fully translated into eleven languages and follows your device language automatically. To change it for the game alone: iOS Settings → Apps → Emberfall Caldera → Preferred Language.

If a line reads awkwardly in your language, tell us the screen it is on. Translation fixes ship in the next update.

Turn on iOS's own guardrails: Settings → Screen Time → Content & Privacy Restrictions → iTunes & App Store Purchases, and set In-app Purchases to Don't Allow. In a Family Sharing group, Ask to Buy sends every request to the organiser for approval instead.

These are device-level controls, so they hold across every app, not just this one.

The game supports VoiceOver, Dynamic Type, Reduce Motion and the system's bold-text setting. Gems are distinguished by shape as well as colour, so colour vision is never the deciding factor.

If something is unreadable, unreachable or unspoken, write in and describe it. Accessibility reports go to the front of the queue.

Nothing. The game has no accounts, no servers, no analytics and no advertising, and your save file never leaves your device. The privacy policy sets out exactly what that means, in detail and without hedging.