Decode the City support

Last updated: 14 September 2026

Decode the City is operated by Hatch, an independent developer.

Missing a purchased game?

Sign in with the same Apple or Google account you used when purchasing. Open your game library and use purchase recovery to retry an unfinished transaction. Do not buy the game again just to recover access.

If the game is still missing, contact us with the route, purchase date and game or payment transaction reference. Never send your password or full payment details.

Invitations and team play

Check that you have the organiser's current invitation code or link. Ask the organiser to confirm your team and role. The organiser starts the game; the team leader controls shared answers and progress.

A route is blocked

Stop somewhere safe and ask your organiser to pause the game. Tell us the route, clue or destination, time of the problem and what prevented safe access. Never enter a restricted place to complete a puzzle.

Refunds

Contact us about a missing purchase or a game you could not use. Stripe processes web payments and refunds. Account deletion is not a refund request and these arrangements do not limit your statutory rights.

Privacy and deletion

You can start account deletion in the web app from Account, or follow https://decodethe.city/account-deletion/. Contact our public email if you cannot access the account; we will need to verify ownership.

Terms and refunds: https://decodethe.city/terms/

In-app support form: https://play.decodethe.city/#/support