WRECKANICS
SUPPORT
Help with The Keyway
Support for The Keyway covers native iOS and Android releases and Facebook Instant Games. Start with the platform-specific checks below, then send a concise report if the problem continues.
Contact support
Contact the monitored The Keyway support address at dev@wreckanics.com. Include “The Keyway Support” in the subject so the request can be routed correctly.
Support is provided in writing. Response time can vary with message volume, but reports containing the details below are usually easier to investigate.
Quick troubleshooting
Native iOS and Android builds bundle gameplay and are designed to work offline after installation. The Facebook Instant Games build requires access to Meta’s platform and a working network connection.
- Close the game fully and open it again from the same store or platform.
- For a native build, confirm that the newest store version is installed. For Facebook Instant Games, confirm that the browser or Facebook app is current and the network connection is working.
- Restart the device if controls, sound, or display behavior remains stuck.
- Use an in-game reset only if you intend to reset the current puzzle. Clearing app, browser, site, or platform storage may remove local progress and settings.
What to include in a report
A useful report lets us reproduce the problem without asking you to disclose private information.
- Device model and operating-system version.
- The Keyway version or build number shown in the app or store.
- Chapter, level, or screen where the issue occurred.
- What you expected, what happened, and the exact steps that led to it.
- A screenshot or short recording if it is safe to share and contains no personal or sensitive information.
- Whether restarting the app changed the result.
Protect your information
Do not send passwords, authentication codes, payment-card information, government identifiers, health information, private documents, or device secrets. The Keyway has no Wreckanics player accounts, so support will never need an account password.
Send only the diagnostic details needed to explain the problem. See the Privacy Policy for how voluntary support messages are handled and how to request deletion.
Access, charges, and Full Access
Native downloads and purchases are processed through Apple App Store or Google Play, with RevenueCat validating the Full Access entitlement. Facebook Instant Games access and purchases are processed through Meta’s platform.
Use Restore Purchase to check Full Access through the applicable store or Meta account. For a charge, refund, payment-account, or platform-access issue, use the support process of Apple, Google, or Meta as applicable. Wreckanics cannot view or change a store password, Facebook password, or payment method.
Local progress and deletion
Progress, settings, and hint state are stored locally on the device or in browser or platform storage. On iOS, selected progress is also synchronized through the player’s private iCloud storage when available and may restore after reinstalling with the same Apple Account. Other recovery depends on the applicable platform and device settings.
For a privacy request about information previously sent directly to Wreckanics, contact privacy@wreckanics.com and provide enough information to locate the message.
Policies
The Privacy Policy explains our limited information handling. The Terms of Use explain the license and rules that apply when you use The Keyway.