Support — Embergrid

About Embergrid

Embergrid is an offline-first, original-IP 2D grid-bomb arcade game built with Flutter and Flame. Travel between four festival-host villages on the slope of a warm volcano as an apprentice ember-crafter; master each school’s bomb craft across 33 hand-authored campaign levels and a boss encounter, or play a local battle against bot rivals.

The game is built for 5 to 10 minute sessions on the go — it launches in airplane mode, plays without any network connection, and remembers exactly where you left off between sessions.

Frequently Asked Questions

How do I restore my IAP purchases?

Tap Settings → Restore Purchases. The Shop / Customization screen also exposes a “Restore” affordance. Restore validates your purchase receipts with your app store and re-applies any cosmetic skin packs you previously bought. Make sure you are signed in to the same store account used for the original purchase.

If your purchases do not return after restoring, please contact us at the support email below with your device model, OS version, and the email address of your store account (we do not need your password — the email helps us correlate the platform receipt).

I lost my progress when I reinstalled

Embergrid stores all progression — completed levels, star ratings, unlocked apprentices, Festival Coins balance, and preferences — locally on your device. Reinstalling the App clears this local data.

Cloud save / cross-device progress sync is out of scope for the initial launch (this is a deliberate offline-first design choice, not a missing feature). Your in-app purchases (cosmetic skin packs) are preserved across reinstalls and devices through your store account — use Restore Purchases to re-apply them after reinstalling.

If you reinstall the App and lose level progress, you will start fresh from the tutorial. Your purchased skin packs are still yours; restore them via the Shop screen.

The game crashes on launch

Try these steps in order:

Force-close the App and reopen it.
Restart your device.
Check for App updates in your app store (we may have shipped a fix).
Free up some device storage — Embergrid needs about 100 MB free for its local save database to operate smoothly.
If the issue persists, uninstall and reinstall the App. Note: reinstalling clears your local progress (see “I lost my progress” above). If you have purchased skin packs, use Restore Purchases after reinstalling.

If none of these steps help, please email us with your device model, OS version, App version (visible in Settings → About), and a description of what you were doing when the crash occurred.

Does Embergrid show ads?

No. Embergrid shows no advertising of any kind — no banner ads, no interstitials, no rewarded videos, and no pre-level or in-level ads. The App integrates no third-party advertising SDK and reads no advertising identifier, so there is nothing to opt out of and no advertising consent prompt to manage.

Festival Coins are earned purely by completing levels and battle rounds (see “How are my Festival Coins used?” below) — there is no watch-an-ad-for-bonus-coins mechanic.

How do I change the game language?

Open Settings → Language and select your preferred locale. Embergrid ships with English (en) and Vietnamese (vi) at launch. The language switch takes effect immediately — UI text updates without restarting the App. In-progress simulation is preserved across a language switch; only the surrounding UI text changes.

If you would like Embergrid translated to your language and it is not yet in the supported list, please email us — we appreciate the suggestion and may add it in a future update.

How do I control my apprentice?

Tap-to-place mode (default on phones): tap a floor cell to walk there; tap the bomb button to place an ember charge at your current position. Configurable in Settings → Controls.
Virtual joystick mode: drag the left joystick to walk; tap the bomb button to place an ember charge. Configurable in Settings → Controls.
Keyboard mode (external keyboard): Arrow keys or WASD to walk; Space to place an ember charge.

My device runs hot or drops frames during gameplay

Embergrid targets 60 frames per second on mid-tier mobile devices. If you experience performance issues:

Close other apps running in the background to free up memory.
Restart your device if you have not done so recently.
Check for App updates in your app store — performance improvements are included in regular updates.
Reduce motion — enable Settings → Accessibility → Reduced Motion to disable screen shake and particle effects.

If the issue persists, please email us with your device model, OS version, and a description of when the slowdown occurs.

How are my Festival Coins used?

Festival Coins are an earned-only soft currency that you collect by completing levels and battle rounds. Coins purchase cosmetic UI flourishes in the Shop (festival flags, lantern color variants, victory pose tints) — they do not purchase the cosmetic skin pack IAPs (the skin packs are real-money IAP only).

Coins are stored entirely on your device and are not transferable between devices. Reinstalling the App clears your coin balance.

What is the difference between the skin packs and the Festival Cosmetic Pack?

Anu Marrow — Seasons Pack ($4.99): 4 cosmetic skin variants for Anu (autumn, spring, winter, summer).
Doro Kindle — Forge Pack ($4.99): 4 skin variants for Doro.
Iyo Drift — Lantern Pack ($4.99): 4 skin variants for Iyo.
Bex Hollowmoon — Bell Pack ($4.99): 4 skin variants for Bex.
Festival Cosmetic Pack ($14.99): all 16 skin variants across all 4 apprentices (bundled at a transparent ~25% discount vs. buying the 4 single packs separately).

All purchases are non-consumable — you buy them once and they persist across devices via your store account. They do not provide any gameplay advantage; the 4 apprentices share identical gameplay stats (per Embergrid’s no-pay-to-win design lock).

How do I request a refund?

Refunds are processed by your app store, not directly by WizusLabs. Please use your app store’s standard refund procedure (typically found under your purchase or order history).

If your refund request is declined by the platform and you have a specific concern about Embergrid that we can help with, please contact us directly and we will do our best to assist.

I have a feature request or bug report

We love hearing from players. Please email us at the address below with:

Bug reports: device model, OS version, App version (visible in Settings → About), and a clear description of the issue, including steps to reproduce if possible.
Feature requests: the feature you would like to see. We cannot promise to implement every request, but we read every one.

How do I delete my data?

All your data (campaign progress, Festival Coins, settings, purchase entitlement cache) is stored locally on your device. To delete it, uninstall the App or clear the App’s data through your device’s Storage or App settings for Embergrid.

We do not store any of your data on our servers. Uninstalling the App removes all data Embergrid has about your usage. Note that in-app-purchase entitlements are preserved by your store account — you can restore your purchases at any time after reinstalling.

Do you collect my personal data?

No. Embergrid does not collect any personal data. The App does not require an account, registration, or login. Campaign progress and preferences are stored locally on your device and are never transmitted anywhere.

A single third-party SDK (RevenueCat for IAP receipt validation) may collect limited device data per its own privacy policy. For full details, see our Privacy Policy.

Supported Platforms

Embergrid is designed for touch-first mobile play and supports current-generation phones and tablets. A device from the last several years running a recent OS version is recommended for a smooth 60 fps experience.

Contact Us

For questions, bug reports, or feedback:

Email: [email protected]

We are a small independent studio. We aim to respond to support email within 5 business days. If your issue is urgent (e.g., an in-app purchase failure that has not been resolved by Restore Purchases), please include “URGENT” in the subject line and the App version (Settings → About) in the body. Support email is monitored on weekdays during Vietnam (UTC+7) business hours; weekend and holiday responses are best-effort. We respond to every email.

Embergrid — Support