Parental controls
Use the platform's family settings to limit spending and restrict communication on a child account. Review those settings with the child before returning to the game.
Ask about an account settingMarvelous Foundry LLC player help
Player Support
Start with the thing that's broken. Find a fix by symptom, then send one support request if you still need help.
Send a support request
Service status: This page doesn't publish a live incident feed. Check in-game notices for current service messages before changing your network or account settings.
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Account Access and Sign-In
Most sign-in trouble comes down to the selected platform, a stale session, or a changed linked account. Check these in order.
1. Confirm the original sign-in method
Use the same platform account you first linked to your game profile. On the sign-in screen, choose that platform first, then approve the connection with its own account credentials.
- Check the platform name shown on the sign-in screen.
- Confirm you're signed in to the intended platform account on the device.
- Return to the game and retry the original sign-in option.
2. Refresh the session
Close the game, sign out of the platform account, then sign back in to the correct account and reopen the game. If you use a browser build, check that cookies are enabled for the sign-in flow and retry in a current browser.
3. Recover access to a linked email
Try the email provider's recovery steps first. If that address is permanently unavailable, send a request with your player ID, prior email address, platform account name, and approximate last sign-in date. Don't include passwords or verification codes.
Linking, unlinking, and shared progression
Before changing a link, sign in to the game profile that currently holds your progress and record its player ID. Use the account settings to review linked platforms. Don't create a second profile or unlink an account to test a connection; send a request if the existing link is unclear.
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Technical Issues
Try the quick checks first. If ranked play is affected, note when the connection drops and whether other devices on the same network stay online.
Any device
Connection drops or matchmaking stalls
- Check for an in-game service notice, then reconnect once.
- Pause other large uploads or streams on the same network.
- Restart the game and router if the connection keeps dropping.
- For ranked play, use a stable connection with consistent latency; leave a match if the client reports repeated loss rather than repeatedly rejoining.
Slow loading, freezing, or an error message
Fully close and reopen the game, then restart the device. Record the exact error text and when it appears. Avoid reinstalling or clearing saved data until you've checked that your profile is linked and your progress is attached to the right account.
Mobile and browser
Mobile controls, heat, or unexpected exits
Close background apps, let a hot device cool, and check that the operating system is current. If touch input is misplaced, rotate the screen once and return to the intended orientation before reopening the game.
Browser sign-in or a blank game view
Use a current browser, allow the sign-in window to open, and check that privacy settings aren't blocking required cookies. Try a private window only to compare behavior; your saved progress should remain tied to your game profile.
Still seeing it? Include your device model, operating system and game version, approximate time of the issue (Central Time), connection type, and the exact error text in your request.
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Purchases and Progression
A purchase can take a short time to sync. Check the platform account and game profile first, then use the timing guide before sending a receipt-related request.
Try the matching fix
- Item hasn't appeared: Confirm the purchase completed in the store account used by the game. Restart the game once and check the inventory on the profile that made the purchase.
- Cosmetic missing on another platform: Confirm both platforms are linked to the same game profile. Some platform-specific entitlements may remain on the platform where they were purchased.
- Season progress or pass question: Check the season end date shown in-game. Progress and purchased content follow the terms shown for that season; contact support if the entitlement is absent after the store confirms payment.
- Refund request: Start with the platform store that processed the payment. Refund eligibility and timing are set by that store, so we can't promise an outcome.
When to follow up
Purchase still syncingAllow 24 hours
After the store marks the transaction complete, restart the game and recheck the correct profile. If it is still missing after 24 hours, send the store receipt or transaction reference with the platform and player ID.
Linked-platform item missingCheck account link
Verify the linked game profile before unlinking anything. Include both platform names and the item name if the link is correct but the item remains absent.
Refund statusAsk the store
The platform store handles payment reversals. Contact its support channel for the current status, then contact us if the game account still shows an incorrect entitlement after the store decision.
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Safety, Parental Controls and Accessibility
Safety reports and account settings have their own route. Share only the details needed to understand what happened.
Reports and fair play
Report the player from the in-game menu when available. Include the player name, match time, and a concise description; don't contact or confront the reported player.
Read Safe and Fair PlayAccessibility
Check the game's audio, display, and control settings for options you can adjust directly. Tell us which setting or task is inaccessible if you need help with another adjustment.
Request accessibility support -
Still Stuck? Send a Request
Use one request route for account, technical, purchase, and safety issues. A clear report gives the support team a useful place to start.
Give us the details that matter.
Include your player ID, platform, the steps that led to the issue, and what you already tried. Add a transaction reference for a purchase issue. Leave out passwords, full payment details, and security codes.
We don't publish a guaranteed first-response window. If you email us, use the same details as the request form and keep your message focused on one issue.