Support

Email support@rubyintelligencellc.com and we'll get back to you within two business days. You can also reach us by phone at (510) 936-3650.

What to include

The more of this you can give us, the faster we can help:

• Which game, and which version (you'll find it on the game's settings screen)
• Your device, and its iOS or Android version
• What you were doing when the problem happened
• A screenshot or screen recording, if you can get one

Something crashed or went wrong

Send it to us with the details above. If you've lost progress, say so in your first message and we'll look at whether it can be recovered.

Purchases and refunds

Purchases inside our games go through the store you downloaded the game from, not through us.

iPhone and iPad: request a refund from Apple at reportaproblem.apple.com using the Apple Account that made the purchase. We can't issue App Store refunds ourselves.

Android: within 48 hours of buying, request a refund from Google Play at support.google.com/googleplay/workflow/9813244, signed in with the Google account that paid. After 48 hours, email us with your Google Play order number (it starts with GPA, and it's in your receipt email) and we'll look at it.

If something didn't unlock after you paid for it, on either platform, email us and we'll sort it out.

Cancelling a subscription

Neural Pro is managed by Apple or Google Play, not by us, so we can't cancel it for you and deleting the game won't stop it. You keep the benefits until the period you've already paid for ends.

iPhone and iPad: open the Settings app, tap your name, then Subscriptions, and choose Neural Pro to cancel or change it.

Android: open the Google Play Store app, tap your profile picture, then Payments & subscriptions, then Subscriptions, and choose Neural Pro to cancel or change it. Or go to play.google.com/store/account/subscriptions.

The terms of use set out the price and the renewal terms for each store.

Restoring a purchase on a new device

On iPhone and iPad, sign in with the same Apple Account you bought with. On Android, sign in to Google Play with the same Google account you bought with. Then use the restore option in the game's settings. That brings back a subscription.

Purchases stay with the store they were made in, so a subscription bought on iPhone won't unlock on an Android phone, or the other way round. Neuron packs are consumable — they're spent in play, so there's nothing to restore — and game progress is stored on the device rather than in an account, so it doesn't move with the purchase. If something you're entitled to hasn't come back, write to us.

Ads

Our games are free and paid for by advertising, supplied by Google AdMob. If you'd rather the ads weren't based on your interests:

• iPhone and iPad: open Settings, then Privacy & Security, then Tracking, and switch the game off.
• Android: open Settings, then Privacy, then Ads, and delete your advertising ID, or reset it to start fresh. On some devices this is under Settings, then Google, then Ads.

You'll still see ads, but they'll be chosen from context rather than your history.

If you'd rather not see ads at all, the Neural Pro subscription in Synapse removes them completely — no full-screen ads, no banners, and nothing to watch for extra Neurons.

If you're in Europe or the UK, you can change your advertising consent at any time from the "Ad privacy options" row in the game's settings screen. That row only appears where a consent choice applies to you.

Seeing an ad that's broken, inappropriate, or won't close? Send us a screenshot and we'll report it to Google. Include the time it happened so it can be traced.

Your data

To ask what we hold about you, or to have it deleted, email support@rubyintelligencellc.com with the word "data" in the subject line. Our privacy policy explains what we collect and why.

Reporting a security issue

If you've found a vulnerability, email us before disclosing it publicly and we'll work with you on a fix.