Nurium Games. Support.
Nurium Games.

Support

1. In-App Purchases
2. Supported devices
3. Troubleshooting

1. In-App Purchases

Whilst Nurium games are free to download and play, you do have the option to purchase virtual items in-game using the app stores e.g. Apple App Store or Google Play.

It is essential that you protect your device to prevent unauthorized charges on your account, especially if young children have access to your device. If you are concerned about Mobile In-App Purchases, please note that you can create a password to prevent unauthorized charges.

1.1. In-app purchases on iOS

1.1.1. How do I restrict in-app purchase on my iOS device?

- Tap the 'Settings' icon

- Tap 'General'

- Tap 'Restrictions' and then select 'Enable Restrictions'

- You will then be prompted to enter a passcode

- Re-enter the passcode to confirm

- Then scroll down to 'In-App Purchases' and turn this off by tapping the switch left

- Automatic In-App Purchases are now disabled and a pin will be required to enable purchases on your device.

* Please note: Instructions above may vary. Please refer to your device user manual for more information.

1.1.2. purchased an item on my iOS device but haven't received it. What shall I do?

If you purchased an item but did not receive it and would like a credit in game, please contact us at support@nurium.com. Alternatively, if you would like a full refund, please go to support.apple.com/itunes to contact Apple directly.

1.2. In-app purchases on Android

1.2.1. How do I restrict in-app purchase on my Android device?

- Open the Google Play Store app

- Tap the 'Menu' button

- Then select 'Settings'

- Scroll down to the 'User Controls' section and select 'Require password for purchases'

- Then select the first option 'For all purchases through Google Play on this device'

- Your Google Play password will now be required for all purchases

- Automatic In-App Purchases are now disabled and a password will be required to enable purchases on your device.

* Please note: Instructions above may vary. Please refer to your device user manual for more information.

1.2.2. I purchased an item on my Android device but haven't received it. What shall I do?

- If you have a query about an Android purchase, please contact us at support@nurium.com and have your purchase receipt and order number ready. The order number can be found on the purchase receipt and looks like this: 1234567890123456789.123456789012345678901 or GPA:0123-4567-8998-7654-01624.

- If you are unable to find your purchase receipt, you can sign in to Google Wallet to retrieve it � visit, www.google.com/wallet.

2. Supported devices

2.1. iOS and Android.

Messy Paths is available on iOS (iPhone, iPad, iPad Mini) and Android devices. Please refer to the app store info to find out if your device is compatible with the latest version of the game.

Please note: Due to changes in technology over time, such as new mobile devices coming into the market, it is possible that the game will experience performance issues or will no longer work as originally intended on certain devices.

2.2. The game is not available for my mobile device. Why?

We want to ensure you have the best playing experience, so unfortunately Messy Paths is not available for all mobile devices.

2.3. If I upgrade the software on my device, will I lose my progress?

If you are upgrading to a new device, or planning to install new software, please ensure that you back-up your device first which will ensure that you do not lose your level progress.

3. Troubleshooting

3.1. The game keeps freezing/crashing. What should I do?

Please try all the options below to resolve the issue:

- Restart your device: Memory issues on your device can cause a game freeze/crash. The best way to fix these issues is to restart your device, which clears the memory (this will not cause any loss of data).

- Reset the game: Resetting the game can also fix freezing issues. Give it a try!

- Update game software: Check the app store for updates to the game. Out of date software can lead to performance issues, including freezing.

- Update device software: Finally, you should always ensure that your device has the latest software.

3.2. I am having trouble connecting to the app store. Help!

3.2.1. If you are having trouble connecting the the app store to make a purchase in-game, please follow the steps below to resolve the issue:

- Ensure you have network connectivity.

- Exit the game and close down all open apps on your device.

- Open the game and then try to make your purchase again.

3.2.2. If still not working follow these steps.

- Ensure you have network connectivity

- Open the game on your device

- Exit the game and close down all open apps on your device

- Then go to 'Settings' on your device and sign out of the app store

- If you are playing on Android, please clear the game's cache: go to Settings > Apps/App Manager > Game > Clear Cache

- Switch off your device. This will also clear the cache

- Switch on your device, go to 'Settings' and sign in to the app store

- Finally, open the game and then try to make your purchase again.

3.3. Information to include when contacting us

If you decide to contact our support team, we may request some additional information to assist you with your enquiry. Please take a look at some of the guidelines below on how to send us additional information:

3.3.1. How do I take a screenshot?

Occasionally, to fully understand the problems you are encountering, we may require a screenshot from your device. It is also best practice to do this whenever you encounter a problem. Please follow the instructions below on how to take a screenshot:

3.3.1.1. For iOS

- Press and hold the 'Sleep/Wake' button with the 'Home' button for 1-2 seconds until the screen flashes

The screenshot will be automatically saved to Photos

3.3.1.2. For Android

Depending on the device you are using, there are several ways to capture a screenshot on Android.

- Press and hold the 'Volume Down' button with the 'Power' button for 1-2 seconds until the screen flashes

- Or, press and Hold 'Home' and 'Power' to capture the screenshot

Images will be automatically saved to your Gallery in the 'Screenshots' folder

3.3.2. What device information do you require?

To help us deal with your enquiry quickly, it would be great if you could provide as much detail as possible about your device, including:

- Model number

- Operating system

- Storage available on your device

- Version of game installed (this information can be found in the initial game screen).

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