Support

Contact Us

For any questions, issues, or feedback regarding NeoXten Terra, please contact us at:

Email: neoxtenstudios@gmail.com

We aim to respond to all enquiries within 48 hours.

Frequently Asked Questions

How do I restore my purchases?

In-app purchases (Nature Pass, Remove Ads, decoration packs) are tied to your Google Play account. If you reinstall the App or switch devices, sign in with the same Google account and your purchases will be restored automatically. If purchases do not appear, go to Settings within the App and tap "Restore Purchases."

How do I cancel my Nature Pass subscription?

Open the Google Play Store app on your device, tap your profile icon, then "Payments & subscriptions" > "Subscriptions." Find NeoXten Terra and tap "Cancel subscription." Your subscription features will remain active until the end of the current billing period.

How do I transfer my game save to a new device?

Link your game to a Google account through the in-app Settings. On your new device, install NeoXten Terra and sign in with the same Google account. Your cloud save will sync automatically.

The app crashed or is not loading. What should I do?

Try the following steps in order:

• Close and reopen the App
• Restart your device
• Ensure you have the latest version from Google Play
• Clear the App cache (Settings > Apps > NeoXten Terra > Clear Cache)

If the issue persists, contact us with your device model, Android version, and a description of the problem.

I watched an ad but did not receive my reward.

Occasionally, a network issue may prevent the reward from being delivered. Close and reopen the App — the reward should appear. If it does not, contact us with the date, time, and type of reward expected.

Data Deletion

You have the right to request deletion of all personal data we hold about you, in accordance with the GDPR.

How to request data deletion:

• In-app: Go to Settings > Account > Delete Account. This will permanently delete your game save and all associated data.
• By email: Send a request to neoxtenstudios@gmail.com with the subject "Data Deletion Request" and include the Google account email associated with your game (if applicable).

What gets deleted:

• Your game save data (ecosystem state, species journal, resources)
• Your authentication record
• Any cloud-synced data associated with your account

What is NOT deleted:

• Anonymised analytics data (cannot be traced back to you)
• Anonymised crash reports (cannot be traced back to you)
• Google Play purchase records (managed by Google, not us)

Data deletion requests are processed within 30 days. This action is irreversible — your game progress cannot be recovered after deletion.

Report a Bug

If you encounter a bug, please email us with:

• Device model and Android version
• Description of what happened
• Steps to reproduce the issue (if possible)
• A screenshot (if applicable)

Bug reports help us improve the game for everyone. We appreciate your time.

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