Support

Cindermoth is made by two people, and the same two people answer this inbox. There is no ticket system and no bot.

EMAIL US[email protected]

We reply within two working days, Monday to Friday, UK time. If you have not heard back in a week, assume it went astray and send it again.

Email support
WHAT TO SEND

A few lines is plenty. These are the ones that save us a round trip.

  • Your platform and device
  • The game version, shown on the title screen
  • Where you were — the region name is enough
  • What you did right before it happened
  • A screenshot or clip — photos of the screen are fine

Common Issues

My save file is gone

Cindermoth keeps recent autosaves. On the title screen hold Select or press R, then choose Restore. If the slot is genuinely empty, email us your platform and purchase date — on iOS and macOS we can usually recover it from iCloud.

It crashes when I launch it

On Steam, verify the local files first — that fixes most of these. On iOS, a crash on launch after an update is almost always a partial download: delete and reinstall, your save is in iCloud. If neither works, send us the crash log.

I paid and it says I have not

Open Settings inside the game and choose Restore Purchases. Make sure you are signed in with the account that bought it — a different Apple Account is usually the cause. We cannot see your receipt, so if it still fails, send us the order number.

I want a refund

Refunds are handled by the store you bought from, not by us — we never see the payment. On iOS use Report a Problem; on Switch, contact Nintendo directly. We will not argue with a refund request.

Accessibility

All of this lives in Settings, and none of it is locked behind finishing the game.

  • NO-FAIL MODEThe lantern never runs out and weather never blocks a route.
  • REMAPPINGEvery action, on controller and keyboard, including hold-to-toggle.
  • LANTERN PALETTESColourblind-safe light colours, and the light cone also has an outline.
  • SUBTITLESEvery sound cue is captioned, with adjustable size and a solid backing.
  • REDUCED MOTIONCamera sway, rain parallax and screen shake can each be turned off.
  • MAP MARKINGLarger annotation targets and a snap-to-grid option for the map screen.

Store and Account Help

Purchases, refunds, downloads and family sharing are handled by the store, not by us. These go straight to the right place.

Steam SupportApple · Report a ProblemNintendo Supportitch.io Support

© 2026 Ninefold Lantern Ltd. Cindermoth and the moth mark are trademarks of Ninefold Lantern Ltd.

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