Technical support

Please refer to these FAQs before emailing us; the most common questions are answered here:

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I can't solve a puzzle in the number of moves I've seen on a YouTube video

We update our puzzles with new move counts when people find new solutions, so the number you see is always possible. There are hints available in the game if you need further help.

 
My ball is stuck

Tap the top half of the screen to pause the game. You can then restart and try again.

I have no sound

Some of our games obey the device’s ‘mute’ setting. Whilst some apps might continue still play sounds, if your device is set to not ring, our games will not make sound.

My game is crashing

Firstly, please make sure that you have an up-to-date version of the game, check the store for an update.

The most common cause of crashing is if too many other apps are running, particularly on older devices. Try closing other apps, or restarting your device before launching the game.

Make sure that you have more than 500mb free space.

If there any any further issues, feel free to contact us here, making sure to let us know what device you are using. We’ve tried to get our games running on as many devices as possible. Some older computers or devices like the iPad 2, iPhone 4s have limited RAM which may be causing the crashes. If you’re still having issues with crashes we’re really sorry; App store purchased must be requested via Apple, if purchased from any other store, then please email us the receipt.


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I have no sound

Some of our games obey the device’s ‘mute’ setting. Whilst some apps might still play sounds, if your device is set to not ring, our games will not play sound.

I don't have access to my purchased puzzles

Firstly, please try pressing the “Restore Purchases” button on the locked screen. If the problem persists, then please try the following options or contact us.

If you are on an android device, please note that the Google Play store recommended that we changed the way we sell KAMI; this means that if you paid at all when you first got the game, then it was an old version of the app, now called “KAMI Premium”. Unfortunately, this version no longer supports in-app purchases. However, if you email a copy of your receipt to support@stateofplaygames.com, then we can give you a copy of the new version, and make sure all of the puzzles you have already paid for are unlocked.

If this is not the situation you are in, then please get in touch and we can assist you another way.

Android only - i get an error when trying to purchase puzzles

The Google Play store recommended that we changed the way we sell KAMI, this means that if you paid when you first got the game, then it was an old version of the app, now called “KAMI Premium”.

Unfortunately, this version no longer supports in-app purchases. However, if you email a copy of your receipt to support@stateofplaygames.com, then we can give you a copy of the new version, and make sure all of the puzzles you have already paid for are unlocked.

If this is not the situation you are in, the please get in contact and we can assist you another way.

Part of my screen is black

This is an unfortunate quirk which appeared when iOS was updated. You can easily fix it by restarting the app.

My game is crashing

Firstly, please make sure that you have an up-to-date version of the game, check the store for an update.

The most common cause of crashing is if too many other apps are running, particularly on older devices. Try closing other apps, or restarting your device before launching the game.

Make sure that you have more than 500mb free space.

If there any any further issues, feel free to contact us here, making sure to let us know what device you are using. We’ve tried to get our games running on as many devices as possible. Some older computers or devices like the iPad 2, iPhone 4s have limited RAM which may be causing the crashes. If you’re still having issues with crashes we’re really sorry; App store purchased must be requested via Apple, if purchased from any other store, then please email us the receipt.


The game doesn't work on Apple TV with tvOS 11

When Apple released tvOS 11 it introduced an incompatibilty with how we interpret touch commands on the remote, and unfortunately at present it's not possible to fix this at our end. We've had to discontinue the game on the platform unfortunately, and we're really sorry we've had to do that. We recommend not upgrading to tvOS 11 if you want to continue playing Lumino City, or asking for a refund from Apple.

iPad 2 - 3, iPad Mini or iPhone 4S issues

We do not officially support these devices. Some people have reported success and we have the game working on test devices, but experience varies on well-used devices. Our App Store description explains that we do not support these devices. Unlike some games, which can turn down their graphics quality, it is extremely hard for us to optimize Lumino City any further. If you would like a refund, please contact Apple.

I have no sound

Some of our games obey the device’s ‘mute’ setting. Whilst some apps might continue still play sounds, if your device is set to not ring, our games will not make sound.

My game is crashing

Firstly, please make sure that you have an up-to-date version of the game, check the store for an update.

The most common cause of crashing is if too many other apps are running, particularly on older devices. Try closing other apps, or restarting your device before launching the game.

Make sure that you have more than 500mb free space.

If there any any further issues, feel free to contact us here, making sure to let us know what device you are using. We’ve tried to get our games running on as many devices as possible. Some older computers or devices like the iPad 2, iPhone 4s have limited RAM which may be causing the crashes. If you’re still having issues with crashes we’re really sorry; App store purchased must be requested via Apple, if purchased from any other store, then please email us the receipt.

 

Still need help?

If you’re still in need of any help with our games, please fill in the form below and we’ll get back to you as soon as we can.  Please be aware that we’re a very small team, but we will do our very best to answer you promptly.

Name *
Name
e.g. iOS9
Including device version e.g. iPhone 4S
e.g. App Store, Google Play, Steam