Support

1. The game is not working — what should I try first?

Most problems can be investigated without erasing game data. Try these steps in order:

• Close the app completely and open it again.
• Restart the device.
• Check the internet connection; the game works partially offline, but cloud save, sign-in and purchases require a connection.
• Check the App Store or Google Play for an update.
• Make sure the device has free storage space.
• Do not uninstall before contacting support if you want to preserve or delete the save: uninstalling may erase the local identifier needed to locate pseudonymous cloud data.
• If the issue continues, e-mail hello@mage.games with the app name, platform, device model, system version and a short description. Remove the child's name, face, voice, school or any other personal information from screenshots or videos.

2. Purchases, restoration and refunds

The game may offer an optional one-time purchase to unlock content. Apple or Google processes the payment; Mage Studios does not receive card numbers or complete billing details.

If a completed purchase does not appear, close and reopen the app, make sure you are using the same store account that made the purchase and use the restore-purchases option where available. If it still does not work, contact us before reinstalling.

Refunds are decided and processed by the store:

• App Store (iOS): request one at https://reportaproblem.apple.com using the Apple Account that made the purchase.
• Google Play (Android): request one at https://support.google.com/googleplay/answer/2479637 or from the Play Store order history.
• Clearing game data or requesting deletion from Mage Studios does not automatically cancel, erase or refund a purchase and does not remove records Apple or Google must retain.

3. How do I request access, correction or deletion?

A parent or guardian may request information, access, correction or deletion of data associated with the child's game. E-mail hello@mage.games with the subject “Privacy request”. Include only the game name, platform and, if known, the pseudonymous player identifier. Do not send the child's name, photo, face, voice, address, school or other personal data.

Keep the app installed until you receive our instructions. We may request minimal information to confirm that the requester is a parent or guardian and locate the save. The request may cover the Firestore save and Unity service identifiers or records that we can technically associate with the player. Deletion is manual and will be completed within the deadline required by applicable law.

Optional PostHog events use a new identifier for each session and are not linked to the permanent save ID. We therefore cannot locate old events for a specific child; they remain for no more than 12 months. Apple and Google separately control account, payment, purchase and refund records. Full details are in our Privacy Policy: https://contagota.com/privacy-policy.

• We normally acknowledge receipt within 5 business days.
• If a record cannot be found because an identifier is unavailable, we will explain the limitation and next steps.
• To remove only local data, use the device settings or uninstall only after preserving any information needed for the request.

4. How do I control optional analytics?

On first launch, the app asks a parent or guardian to choose between allowing limited PostHog analytics or continuing without analytics. The game and paid content work the same way if analytics is declined.

The choice can be changed at any time in Parent Area. Turning it off stops future events. Both permission and refusal expire after 365 days, when the app asks for a new decision. Events already sent are not linked to the save and remain for no more than 12 months.

5. Devices, compatibility and progress

The game versions are intended for iPhone and iPad on iOS and for Android phones and tablets. The store listing shows the minimum system version required by the update available on that platform.

The game creates a pseudonymous identifier to associate the cloud save. On Android, a parent or guardian can also choose Google Play Games sign-in. Without linked sign-in, changing devices, clearing data or uninstalling may prevent save restoration even if an old record still exists in the cloud. Contact us before taking those steps if the progress is important.

6. Parents, guardians and child safety

The games are made for children and do not show advertising or include chat, content posting, friends lists or tracking across apps or websites. The game uses pseudonymous technical identities for save and services; on Android, Google Play Games sign-in is optional for the parent or guardian.

Purchases and external links should remain in adult-facing areas and subject to Apple or Google parental controls. Analytics is optional, controlled in Parent Area and does not use advertising IDs, persistent profiles or screen recording.

7. Official contact and Privacy Policy

Our official channel for support, purchases and privacy is hello@mage.games. We answer in English and Portuguese and normally acknowledge receipt within 5 business days.

Controller: Mage Studios, trade name of I V B HERMAN. Address: Rua Amaro Barreto, 1348, Alecrim, Natal–RN, 59040-450, Brazil.

The complete Privacy Policy is available at https://contagota.com/privacy-policy.