Support

On your phone. The game saves automatically as you play, and every time you use Save & Exit or Save & Quit from the pause menu. It keeps a second backup copy too. There are no accounts and no cloud saves, so your progress lives on that phone.

Make sure Android's backup is turned on for your Google account (usually Settings › Google › Backup, or Settings › System › Backup), and let the old phone back up before you switch. When you set up the new phone with the same Google account and restore from that backup (or copy your data straight from the old phone), Ember Isle's progress, gems, hats and pets come back with it. Then, in the game, tap Restore purchases in the Shop or in Settings.

Yes: uninstalling, or clearing the game's storage, deletes the save from your phone. If Android backup was on, reinstalling on the same Google account may bring it back. We can't recover a save that was deleted from your phone, because we don't keep a copy.

Open the game with the same Google account you bought with, then tap Restore purchases in the Shop or in Settings. No Ads and the Starter Pack come back. Gems you bought are added to your save when you buy them, so they come back with your save (see "new phone" above), not through Restore purchases.

Some payment methods take a while: the game says "Purchase pending" and adds the item as soon as Google Play confirms the payment. Make sure you're online, reopen the game, and tap Restore purchases. Still missing? Email us with your order number (it starts with "GPA.") and we'll sort it out.

Refunds go through Google Play. Shortly after a purchase you can usually request one yourself from your Google Play order history: see Google Play's refund help. Otherwise, email us with your order number and we'll help. Items from a refunded purchase may be removed from the game.

Bonus videos are always your choice: tap a button with the video icon to watch one for its reward. A short ad may play after Save & Exit to the title screen, never while you're playing, and never in your first days or within 10 minutes of the last one. The No Ads purchase removes those, and supply crates then open without a video.

Bonus videos need an internet connection, and sometimes there simply isn't an ad ready: try again in a minute. If you said no to ads in the privacy message, fewer ads may be available. You can change that choice under Settings › Privacy & ad choices.

In the game, tap the Menu button while playing, then Settings › Privacy & ad choices (shown where privacy laws give you a choice). On any Android phone you can also reset or delete your advertising ID under Settings › Google › Ads or Settings › Privacy › Ads. See our Privacy Policy for details.

We don't keep your game data: it's on your phone. Uninstall the game, or clear its storage in Android Settings › Apps › Ember Isle › Storage. To remove it from your Google account backup, delete the device backup in your Google account. If you have emailed us and want those emails deleted, write to privacy@sidequest-labs.com.

Choose Cozy for relaxed nights or Fierce for a real challenge. You can switch any time in Settings. Fainting never loses your camp, gear or quests: you just wake up at camp.

Turn on Battery saver in Settings: the game then draws fewer frames per second and keeps your phone cooler. Closing other apps helps too. If it's still slow, email us your phone model and we'll take a look.

Google Play decides when its rating card may appear, and it limits how often, so sometimes nothing shows. You can always rate the game from its page in the Google Play Store app. Thank you!

Yes. You can play offline any time. Bonus videos, purchases and restoring purchases need an internet connection.