FAQ

Account & Progress

Q1: Where can I find my Player ID?

You can find your Player ID in two places:
  1. At the bottom of the loading screen
  2. In the settings menu
You'll see a “Copy” button next to it for easy sharing.

💡 Tip: Sharing your Player ID helps our support team assist you faster!

Player ID on loading screen
Player ID in settings

Q2: How do I save my game progress?

Your progress is automatically saved on your device immediately while playing.
To avoid losing it, don't uninstall the game, or clear the cache!

Q3: Can I transfer my progress?

Unfortunately, automatic account transfers between devices aren't supported yet.
As a workaround, send both your previous and new Player IDs to support@icyghost.com, and we’ll load your new account with equivalent resources — so you can quickly get back on track.

💡 Tip: Keep your old device until the transfer process is complete.

Q4: I’ve run out of quest

Quests are a core part of your progression, and you should always have active ones. If they’re missing, there are two possibilities:
  1. Relogin — Exit the game and launch it again, new quests may appear.
  2. End of content — If you’ve completed all quests in the Museum (Hall of Adventures), you may have reached the end of current content. We’re actively working on new maps and exciting adventures — stay tuned!
  3. A technical issue — Please send your Player ID to support@icyghost.com, and we’ll help fix it.

Q5: How can I delete my account?

To request account deletion, please contact our support team at support@icyghost.com.
Make sure to include your Player ID so we can verify your request and assist you quickly.

📅 Note: Account deletion is permanent and cannot be undone.

Connectivity & Performance

Q6: How do I update the game to the latest version?

Keeping your game up to date is recommended, as each version includes important bug fixes, improvements, and new features.
You can check your current version at the bottom of the loading screen and in the Settings menu.

To check if a newer version is available:

  1. Open the App Store (iOS) or Google Play Store (Android)
  2. Search for our app
  3. If you see an “Update” button, tap it to install the latest version
  4. If you see a “Play” button instead, you're already up to date!

Q7: The game is crashing, freezing, or not loading

Crashes, freezes, or loading issues can sometimes happen due to unstable internet connections, outdated versions, or device-specific performance limitations.

Important: Do NOT clear the cache or reinstall the app — this may delete your progress!

How to tackle issues:

  1. Make sure you’re using the latest version of the game (See: "How do I update the game to the latest version?").
  2. Switch your internet connection (Wi-Fi ↔ mobile data).
  3. Close the game and re-open it.

Still stuck? Send your Player ID, device model and any relevant screenshots showing the issue to support@icyghost.com. We’ll investigate and help you get back into the game 🔍

Q8: The game is slow or lagging

Slow performance or lag is often caused by low device memory, background apps, weaker hardware, or poor internet connection.

Important: Do NOT clear the cache or reinstall the app — this may delete your progress!

How to fix slowness:

  1. Make sure your game is updated to the latest version (See: “How do I update the game to the latest version?”)
  2. Lower the graphics quality in the Settings menu
  3. Close the game and re-open it

If the issue continues, send your Player ID and device model to support@icyghost.com, and we’ll investigate further 🔍

💡 Tip: Closing unused apps running in the background can help improve performance.

Q9: I’m having trouble loading ads

Ad issues can happen for a few reasons — such as unstable internet, reaching your daily ad limit, or temporary outages from ad providers.

  1. Make sure you're using the latest version of the game (See: “How do I update the game to the latest version?”)
  2. Restart the app — this often resets the ad connection
  3. Switch your internet connection (Wi-Fi ↔ mobile data) and try again.
  4. You may have reached your daily ad limit — try again later.

Still not working? Send your Player ID to support@icyghost.com and we’ll take a closer look 🔍

💡 Tip: Ad providers sometimes experience temporary downtime — ads usually return within a few hours.

Purchases & Rewards

Q10: I didn’t receive a purchase or reward

Sometimes, purchases or rewards may not appear right away due to a delay in processing, connection issues, or a visual glitch.

How to tackle issues:

  1. Try to relog into the game and check again.
  2. Still not showing up? Please email us at support@icyghost.com with the following details:
    • Your Player ID
    • A brief description of what’s missing
    • A receipt of the transaction

💡 Tip: If you were charged but didn’t receive the items — don’t worry, we’ll make it right!

Where to find your receipt:
• Google Play → Profile icon → Payments & subscriptions → Budget & history
• App Store → Profile icon → Purchase history → Resend receipt

Note: If you don’t see a receipt, the payment likely wasn’t processed (you weren’t charged).

Q11: Why did my purchase fail?

Most failed purchases happen on the app store’s side, not in the game itself.
Your transactions are processed and managed by your device’s platform — Apple or Google Play — and
we don’t have access to payment or billing details 🔒

Before reaching out to us, try the following:

  1. Check for error messages - If you saw any, it’s best to contact your app store provider directly:
    Apple Support
    Google Play Support
  2. Check your payment method - Make sure your billing information is correct.
  3. Restart the game and try again - Sometimes a quick relog or network switch (Wi-Fi ↔ mobile data) can help.

Q12: Can I request a refund?

Items purchased in our game are not refundable. See our Terms & Conditions.

However, If you were charged but didn’t receive the items — contact us at support@icyghost.com and attach your receipt. We’ll make sure the items are added to your game balance (See: “I didn’t receive a purchase or reward”)