Support

The questions we are asked most, and what to do about them.

Progress and accounts

I signed in on a new device and my progress is missing

Progress is tied to the account you sign in with — Google or Apple. Signing in with a different account on the same device shows that account's progress, not the one you played before. Sign out and back in with the original account and your levels, stars and currency will return.

Do I have to sign in?

Yes. Signing in is what lets your progress survive losing or replacing a device, and what makes leaderboards and friends possible.

How do I delete my account?

Settings → Account → Delete account, or from the delete account page. This removes the account and its data. It cannot be undone, and progress cannot be recovered afterwards.

Light Energy and lives

Why did I run out of energy?

Starting a level costs one Light Energy. You hold up to five, and one refills roughly every twenty minutes, so a full bar returns on its own in under two hours. You can also refill with coins.

Does energy refill while the app is closed?

Yes. Refills are based on elapsed real time, so closing the game does not pause them.

Playing

I am stuck on a level

Lose the same level a few times and Prism offers help: a hint that highlights a strong move, and after a few more attempts a free Hammer. The hint deliberately favours colour-mixing moves, because those are usually the ones players have not spotted.

What do the different crystals do?

Matching four or more promotes a crystal up the spectrum, and matching in an L or T shape creates a special. How to play covers each special and the full colour ladder.

Why is there no orange or purple?

Because SpectrumBurst mixes light, not paint. Adding red and green light gives yellow, not the muddy brown you would get with pigment. Orange and purple simply do not appear when you mix primary lights, so they do not appear in the game.

Playing in a browser

The game runs slowly or will not load

The browser version renders with WebGL and needs a reasonably current browser. Try the latest Chrome, Edge, Firefox or Safari, and make sure hardware acceleration is enabled. On older machines the phone apps will usually feel considerably smoother.

Is browser progress the same as on my phone?

Yes, provided you sign in with the same account. Progress follows the account, not the device.

Purchases and ads

I was charged but did not receive my coins

Purchases are handled by Apple and Google, and receipts come from them. Email [email protected] with your receipt and we will sort it out.

Can I turn off ads?

Rewarded ads are always optional — you choose to watch one in exchange for a reward, and nothing in the game requires it.

Still stuck?

Write to [email protected]. The contact page lists what to include so we can help on the first reply.