Support

Neon Beams has no servers and no accounts, so most problems are network problems. Nearly all of them are covered below.

If none of this helps, contact neonbeams@dingit.nl. Say which phone you are on and what happened, and you will get a reply from a person.

Multiplayer needs two devices on one wifi network

There is no internet matchmaking. Everyone playing has to be on the same wifi network, in the same place. One player opens a game and the others see it in the list.

Single player works on its own, with no network at all.

The game does not appear on the other phone

In order, the things that actually cause this:

• iOS asked for Local Network permission and was refused. iOS blocks the whole feature silently after that. Settings → Neon Beams → Local Network, turn it on, and open the game again.
• The two devices are on different networks. A 2.4GHz and a 5GHz band with different names count as different networks on some routers, as do a guest network and the main one.
• The network blocks devices from seeing each other. Public, hotel, school and office wifi very often does, and it cannot be worked around from inside the app. Use the join code shown on the host’s screen, or have one person start a personal hotspot and everyone else join that.

Someone used an offensive name

Names are filtered as they are typed, but no filter catches everything.

Leave the game and it ends there. There is no friends list, no messaging, and no way for anyone to reach you once you are out of the room. That is also why there is no account to suspend and no user to block — nothing about that player persists anywhere to act on.

The filter itself is something we can improve. Report the name to neonbeams@dingit.nl and it gets added, which fixes it for everyone in the next release.

Ads, and the “Remove Ads” purchase

You already paid and the ads are back. Open the main menu and press RESTORE. Nothing is stored on your device about what you bought — the store is asked each time — so a reinstall, a new phone, or simply a slow network on the day can leave the game waiting for an answer it has not had yet. Restoring asks again.

You bought it on an iPhone and still see ads on an Android phone, or the other way round. Apple and Google keep separate records of what you own and neither can see the other’s, so a purchase on one does not carry to the other. There is no account here to bridge them with, which is the same reason there is nothing to sign into.

You want a refund. Apple and Google take the payment, hold the record and set the refund terms; we never see your payment details and cannot refund you ourselves. On iPhone use reportaproblem.apple.com; on Android use Google Play’s refund request. If they turn you down and you think that is wrong, write to us anyway and we will see what we can do.

RESTORE says it found nothing. That usually means the purchase was made with a different Apple ID or Google account than the one signed in now. Check which account the phone is using in its own settings, rather than in the game.

You are playing with no internet and seeing no ads. That is how it works, not a fault. Ads are fetched when they are needed, so a LAN game with no uplink has none to show — and nothing about the game changes.

Deleting your data

Delete the app. The only thing it stores is the name you chose, in the app’s own storage on your device, and it goes with it. There is nothing held anywhere else, because there is nowhere else — see the privacy policy.