The short version
- General help: [email protected], we reply within 2 business days.
- Link Sign in with Apple or Google as soon as you can. It's the only way to protect a guest account.
- Purchases are tied to your Apple/Google account. Sign in with the same one to restore them.
- Auto-hunt is allowed and built into the game. Third-party bots are not.
- Delete your account any time from Menu›Settings›Account›Manage or on our account deletion page.
01Contact us
General support
[email protected]
Typical reply time: within 2 business days.
Privacy requests
[email protected]
Access, correction, deletion, or a copy of your data.
Child safety / urgent reports
[email protected] with subject "Child safety"
See our Community & Child Safety Standards.
02What to include in your email
These details help us find your account and reproduce the problem:
- Your in-game character name.
- The server/channel, map, and roughly when it happened.
- Your device and OS (for example "iPhone 15, iOS 18" or "Pixel 8, Android 15").
- The app version, shown on the title screen.
- What happened, and what you expected instead.
- A screenshot, if you have one.
03Common questions
Is Lumenfall free?
Yes. Lumenfall is free to play, with optional in-app purchases and optional rewarded video ads. Nothing you can buy is required to play or progress.
Which devices does it run on?
iPhone, iPad, Android, Windows and Mac: iPhone and iPad from the App Store, Android phones and tablets from Google Play, and the desktop app for Windows and Mac from our download page. Everyone plays in the same world, and phones and tablets are held sideways.
Windows says “Windows protected your PC”. Is the installer safe?
Yes. Our Windows installer isn't code-signed yet, so Windows SmartScreen shows a blue warning the first time you open it. Click More info, then Run anyway. Download it only from our site: the file comes straight from our own download server.
Can I play with a controller?
Yes. Xbox and PlayStation controllers work on iPhone, iPad and Android. Pair the controller in your device's Bluetooth settings, then change any button in Menu›Settings›Controller. Playing by touch? Move and resize every on-screen key in Menu›Settings›Device›Pad layout.
I played the beta. What do I get?
The Pioneer's Cache, sized by your highest beta hero: Starshards and a Character Slot (level 100) go to your account, and the items and titles arrive in the Mailbox of the first hero you play after launch. Your beta hero names are held for your account until October 23. Sign in with the same Apple or Google account you used in the beta.
Is there a Lumenfall community?
Yes. Join our Discord to find a party, share your heroes, hear about new builds first and talk with the team. For anything about your account or purchases, email [email protected] instead. Never share your sign-in details on Discord.
Do I need an account?
No. You can start playing right away as a guest. We recommend linking Sign in with Apple or Google, so your heroes are safe if you lose your device and you can play on more than one.
How do I move my progress to a new phone?
On your old device, go to Menu›Settings›Account›Manage and link Sign in with Apple or Google. Then, on your new device, sign in with that same Apple or Google account.
I lost my guest account. Can you recover it?
No, sorry. A guest account has no identity attached to it (no email, no password), so we have nothing to verify it against. That's why we recommend linking Apple or Google before you put a lot of time into a character.
How do I restore my purchases?
Purchases are tied to your account, not your device. Sign in with the same Apple or Google account you used when you bought them. If they still don't appear, email [email protected] with your store order ID. Bought in the Windows or Mac app? Sign in with the same account; if an item didn't arrive within a few minutes, restart the game once, then email us the order number from your Xsolla receipt.
Can I get a refund?
The store you bought through handles refunds. On iOS, visit reportaproblem.apple.com. On Android, see Google Play's refund policy in the Play Store app or at play.google.com. In the Windows or Mac app, purchases are processed by Xsolla: use the support link in your receipt email, or email [email protected] with the order number.
Is auto-battle (auto-hunt) allowed?
Yes. The in-game AUTO feature is an official part of Lumenfall. It's time-limited per day: you get a free amount daily, and tickets, rewarded ads or the monthly card add more. Third-party bots, scripts and modified clients are not allowed and can get your account banned.
How do I report a player?
Email [email protected] with the player's character name, the channel and map, roughly when it happened, and a screenshot if you have one. Our Community & Child Safety Standards cover what we do and don't allow.
How do I delete my account?
In-app: Menu›Settings›Account›Manage›Delete account. On our website: visit https://lumenfall.gg/delete-account/. Our Privacy Policy covers what deletion removes and what's kept.
Are there parental controls?
Lumenfall works with your device's own parental controls. Apple's Screen Time or Google's Family Link can restrict purchases or require approval for them.
The game won't load, or it runs slowly. What can I try?
Update to the latest version of the app, close other background apps to free up memory, and check your internet connection. Restarting the app or your device fixes most hiccups. On an older phone, set Menu›Settings›Device›Picture quality to VERY LOW for a steady 30 fps and lighter effects.
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