Support

A question about a game, a purchase, or something that isn’t working? Start here.

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Please include the game, your device and OS version, the level if relevant, and what you expected to happen.

For purchase help, include the store and product name. Please do not send passwords, full payment card details, or your entire purchase receipt unless we ask for the specific information needed.

Nova’s Lab questions

Who is Nova’s Lab intended for?

Nova’s Lab is a general-audience puzzle game for teens and adults aged 13 and over. The free game includes ads; Remove Ads is an optional one-time purchase. The game does not currently include an age-verification screen. For questions about information from a child under 13, see Audience and children or contact us.

My progress disappeared.

Gameplay progress, Research Points and cosmetics are stored locally. We do not provide an in-game account or cloud gameplay sync. Reinstalling or switching phones may lose those saves, although your device’s backup settings can affect what is restored. If progress vanished on the same device without reinstalling, email us with your device and OS version.

How do I restore the ad-free upgrade?

Open the Ad-free lab or Remove Ads screen, then select Restore Purchases using the same App Store or Google Play account that made the purchase. This is separate from gameplay saves: Restore Purchases does not restore your Research Points, level history or cosmetics. We do not offer Apple-to-Google purchase transfer. If restore fails, email us with the store, device and any displayed support code.

What does Remove Ads include?

Where offered, the one-time purchase removes banner, interstitial and rewarded ads. Eligible hints, extra time, undo top-ups and rescue rewinds are included without spending Research Points. It also includes up to two continues per round and automatically doubled cure Research Points. Daily bonus points are not doubled. There is no subscription; the store displays the price in your currency.

I cannot tell the compounds apart.

Turn on Colour aid during play or the colourblind assistance setting in Settings. Compound shapes help you read the puzzle without relying on colour. Open the Key to see each shape and the board’s warning and hint marks.

How do I change my ad privacy choice?

Open Settings and select Ad privacy choices when that entry is available. It appears when Google’s consent service requires a privacy-options entry point. iOS tracking permission is a separate device setting. Non-personalised ads may still involve data processing for delivery, measurement and fraud prevention. See Advertising and your choices.

How do I delete my data?

Reset progress clears level and cure progress and your unfinished puzzle, but keeps Research Points, cosmetics, preferences, daily bonus history and cached purchase status. It does not delete all game data.

Removing the app generally removes its local gameplay saves. Device or cloud backups may retain or restore app data depending on your operating-system settings. Uninstalling does not delete app-store, advertising or RevenueCat records, or messages you sent to support.

To request access or deletion of information processed for the game or held in support correspondence, email support@blackrunestudios.com. We may need enough information to locate the relevant record. RevenueCat uses an anonymous app user ID, so an email address alone may not identify a record, especially without a purchase. Some transaction records may need to be retained for legal obligations or purchase recovery. See Your rights and deletion.

A level seems impossible.

Each board is built with a solution. Use the available undo and hint controls to work through the puzzle. If you think a board or a hint is broken, send the difficulty, lab and level, along with a screenshot if you can.