Arcana Game Support
Links to game tips, troubleshooting, contact customer support and more
Issues with your account
How to Play
Help with my in-app purchases
Technical assistance and bugs
When are new game updates announced?
How to contact customer support
✦ Save your game progress
Saving your game data is done automatically after you've linked your account to your Apple/Facebook/Google Account. To ensure your data is safe, please go to the Settings within the app (the gear symbol at the top of the page). From there, the option to link to Apple, Facebook and/or Google is available. Once you've linked an account, no further steps are needed! Your data is backed up going forward. IMPORTANT: If you play The Arcana on multiple devices, please login with the identical linked account on each device so your progress is not erased.
✦ How do I transfer my data to a new mobile device?
Make sure your previous device is linked to either Apple, Facebook or Google through the Settings option within the app (the gear symbol at the top of the page). Once this is done, open the app on your new device and link the same Apple, Facebook or Google account. Upon doing so, your data will be restored. IMPORTANT: It is critical to login with the same login on all devices to ensure your progress is not erased.
✦ Can I link both my The Arcana and Fictif accounts?
You can link your accounts but it is critical that you use the same identical Apple/Google/Facebook login on all your devices and apps to make sure your game progress is not erased! This is really important.
✦ I lost my data!
Please contact us immediately at firstname.lastname@example.org with a report of how your data was lost. Please also include the following information:
✦ Your Player ID (Found under settings)
✦ The email address associated with the Facebook/Google account you linked to the app
✦ The device on which you most recently played the game
While we cannot guarantee a specific outcome, we will do everything in our power to preserve your story and experience.
✦ How do I reset my game?
There is no option to reset the data within your game. If you'd like to start over a route and make different choices, you can simply replay that route from the beginning, and your most recent choices will save over your old choices. If you wish to erase all data, including all purchases, progress, and items unlocked, please contact us at email@example.com. This option may be provided on a case-by-case basis.
✦ Is it possible to transfer data between iOS and Android devices?
Yes! If you save your data to a Apple, Facebook or Google account through the in-app Settings page, then you can retrieve that data on any device with which The Arcana is compatible. It is critical that you use the identical Apple, Facebook or Google account on multiple devices!
✦ How do you play The Arcana?
Everyone reads the first five books in the story as it gives you an opportunity to meet the main six characters in the story. After you complete Book V, you will be able to freely choose one of the main six character stories. Your choices in the prologue (Books I-V) do not lock you into any character story. You can read multiple character stories at once if you so desire and each character story is saved. Based on the choices you make in each character story, you will receive one of two endings to the story.
✦ Can I change my choices in the game?
At any time after you completed a chapter, you can select a previous chapter to re-read. When you do, the choices you make on your most recent reading will be the choices that are saved. You can replay chapters and change your choices as many times as you’d like.
✦ How is the ending of my character story determined?
As you play through a character's route, certain choices you make will contribute to whether you will unlock the Upright or Reversed ending for that character. Once an ending is unlocked, it will remain unlocked permanently—so if you wish to experience both endings, you can always replay a route and make new choices to unlock the ending you didn't get the first time.
✦ Is this a standalone game? How much does it cost?
The game is free to play, but some bonus content is available via in-game purchases. The Arcana is updated serially—be sure to turn on your push notifications to be alerted when the new content launches! Each character story has two different endings that are based on the choices you make in each character story. The ending that you see is not determined by how much money you spend in the game.
✦ Where is my avatar/character in the story?
We took a different approach to our storytelling as we wanted our game players to be a part of the story. We want our game players to feel like The Arcana characters are developing a relationship directly with you, the game player. Thus, there is no avatar system in The Arcana.
✦ Do paid choices mean the game is pay-to-win? If I pay for a choice once, do I have to pay for the same choice again when replaying?
The game is not pay-to-win. Coin choices are essentially bonus content meant to enhance/supplement your experience! They will not determine whether you get a "good" or "bad" ending. Coin choices are a permanent unlock. As well, buying a Book will permanently unlock the choices contained in that Book (regardless of whether or not you’ve previously paid for those individual choices).
✦ What does buying a book unlock?
Buying a book unlocks that specific book for that specific character's route. It's not a "route pass" and will not unlock future books. Unlocking a book means you will no longer have to use keys to read or re-read the chapters within that book, nor will you have to pay coins for any of the choices in those chapters.
✦ How do I earn more coins?
You can purchase more coins or earn them for free. Coins are available for free in three different ways:
✦ Wheel of Fortune - Every 24 hours, you can spin the Wheel of Fortune once for free. You can win anywhere from 5 to 1,000 coins!
✦ Tarot - Each consecutive day you login and use the Tarot's Daily Check-In feature, you will receive more free coins. On the 7th consecutive check-in, you'll get a free Tarot reading plus the most free coins.
✦ Heart Hunter - Play Heart Hunter to win postcards! Each time you complete a themed set of postcards, you'll receive free prizes, including coins.
✦ How do I play Heart Hunter?
In this mini-game, you must attempt to get a complete set of four hearts from one of your love interests! Each turn, the three characters on the board will move in random directions to new locations. Then, you'll get to spin and move 1-3 spaces. Your goal is to land on the same space as a character, which earns you a heart. Earn four hearts from a single character to win! Along the way, Faust will do her best to help. You'll also have opportunities to be daring and win extra hearts when night falls.
✦ What do the power-ups in Heart Hunter do?
There are three types of power-ups in Heart Hunter:
✦ +1: Adds 1 space to your movement.
✦ +2: Adds 2 spaces to your movement.
✦ Summon: Brings the character of your choice to your current space in lieu of moving yourself that turn.
✦ How do I use a power-up in Heart Hunter?
On your turn, before you move, tap one of the power-ups at the bottom of the screen. You can then use the power-up right away, or tap the power-up button a second time to deselect it if you no longer wish to use it.
✦ Why do my postcard collections in Heart Hunter disappear?
When a player has received a chest reward for a postcard collection set in Heart Hunter, the collection will reset, allowing the player to receive the reward multiple times after they have obtained a specific postcard.
✦ Will The Arcana ever be translated into additional languages?
While it's our goal to make The Arcana available to as many people as possible, we have not at this time announced additional languages. As you can see, the game is very text heavy and will require a lot of time to convert the English version to other languages. Our team decided to launch the game worldwide so everyone had access to the game then only make it available in those countries that speak English.
✦ I did not receive my purchase while playing The Arcana on iOS.
Apple process all payments and sometimes there can be a slight delay in receiving your purchase. If you did not receive your purchase, please contact Apple Support at here.
✦ I did not receive my purchase while playing The Arcana on Android.
Google process all payments. If you tried making a purchase but your order was cancelled, you should not be charged for that order. Cancelled purchases usually occur if your billing address and/or the name registered in your Google Wallet is different than the one on your credit card. You can resolve this problem by contacting your bank to confirm details. Then, you can log into your Google Pay, and enter "Payment Methods," to verify that your information is the same. For more information from Google regarding in-app purchases, click here.
✦ What are the technical specifications to see if Arcana works on my mobile phone?
Minimum Technical Requirements for Android Devices
Android 5.1.1 or above
2 GB RAM
Online connection required (No offline game play supported)
NOTE: At this time, we do not test or support Chromebook devices.
Minimum Technical Requirements for iOS Devices
iOS 9.0 or above
iPhone 5s or newer
iPad Air 3rd generation or newer
iPad mini 5th generation or newer
iPad 8th generation or newer
✦ Why isn't The Arcana working on my Chromebook?
At this time, we do not test or support Chromebook devices.
✦ I’m receiving an Initialization Error on my Android Device!
Please make sure you have the latest version of the app by checking at the app stores. Try force quit the app and relaunch it. You can also try clearing the cache for this app through your device's settings. At last resort, try powering your phone off and then back on again. If this does not resolve the issue, please uninstall and reinstall the game.
✦ Why is my coin balance negative?
We have installed certain measures in our system to prevent cheating and exploits within the game. We regret to inform you that we will not be able to assist and your account can be banned.
✦ My in-game sound is not playing.
The most common reason no in-game music/sounds are playing is because the phone is in silent mode.
✦ When will you update The Arcana?
We're always working on more content for The Arcana. While we can't provide exact dates for updates, follow us on social media channels and/or turn on push notifications so we can inform you of special events, sales and new game launches.
✦ I still need to contact your customer support
The fastest way for us to help you address any problems or answer any question is from within the app itself. Click on settings (Gear icon) and click on the customer support link. If possible, send us a screenshot or a video clip of the problem you are encountering. If you are not able to launch the game, send us an email at firstname.lastname@example.org and provide us with a short video clip of what you are experiencing.
✦ When does your customer support team work?
Our customer support team works Monday to Friday. We try to answer all of our customer support emails daily, but please allow up to three business days for a response.
Please do not send us unsolicited ideas, suggestions, proposals, comments or materials without first reading and agreeing to our Unsolicited Submissions Policy.