I'm having trouble loading the game / it won't start.

Force-quit Neon Arcana and reopen it, then update in place to the latest build — do not uninstall. Your account and progress live on our servers, not on your device, so uninstalling does not fix a loading problem; it only signs you out. If you have already uninstalled, install again and sign in with the same First Signal ID — Apple, Google, First Signal Email, or a username and password — and your account comes back. If it still will not load, email us with: iPhone or Android device model, OS version, the app build number shown in Settings, your First Signal ID callsign, which screen you were on, and what happened. A screenshot or short clip helps. We will never ask you for a password.

Lost my run / progress disappeared.

Neon Arcana keeps account identity, callsign, rank, currencies, owned items, match history, and progression on our servers, tied to your First Signal ID — not to the device. Sign in with the same ID you used before and it all comes back; you do not need to reinstall, and reinstalling does not restore anything a sign-in would not. Some temporary in-progress run state can still depend on the current build or device. If anything looks wrong after switching devices or signing back in, email us with your First Signal ID callsign, device, OS version, and app build number and we'll investigate.

I want to delete my profile / account.

In the app, open Arcana ID → Sign-in & Security and tap Delete Account. The action requires confirmation and deletes your Neon Arcana account and associated game data from active systems, subject to limited legal, tax, platform, security, and abuse-prevention retention. Without the app, use https://firstsignalgames.com/legal/account-deletion. Deleting your account does not cancel an active App Store or Google Play subscription — cancel that in your store account first.

I want to report a bug or balance issue.

Email [email protected] with subject 'Bug report' or 'Balance feedback'. Include a screenshot or short video if you can — it dramatically speeds up triage.

How do subscriptions and purchases work?

Everything is bought inside the app — never on this website. On iPhone and iPad, purchases go through Apple. On Android, purchases go through Google Play where the app offers them; if the Android app shows no checkout, purchases aren't available there yet. Neon Arcana Premier is an auto-renewing subscription at US$4.99 per month or US$39.99 per year; the Season One Pass is a one-time US$14.99 purchase. While Premier is active it includes Season One Pass access, 700 Neon Crystals per paid month, and the Kip companion; the annual plan adds 600 bonus Neon Crystals at the start of each paid year and the Solace companion. Neon Crystals come from the Crystal Vault in the Store and with Premier, and they buy looks, not power. Pass rewards you already claimed and companions you received stay yours after you cancel. Purchases never buy combat power, and the price shown at checkout in your local currency is the one that applies.

How do I cancel Premier?

Cancel in the store you subscribed through. On iPhone or iPad: Settings → your name → Subscriptions → Neon Arcana. On Android: Google Play → Payments & subscriptions → Subscriptions. Deleting your First Signal account does not cancel a subscription. After you cancel, Premier stays active until the end of the period you already paid for.

I paid but the item didn't arrive. / How do I restore purchases?

Don't buy it again. Stay signed in to the same account and open Settings → Purchases → Restore Purchases in the game. Purchases belong to your First Signal account, not to your device, so on a new phone sign in with the same method first. If it's still missing, email us with your callsign, the item, and the order ID from your Apple or Google Play receipt email.

How do refunds work?

Refunds are decided by Apple or Google under their policies; we can't refund store purchases ourselves. For App Store purchases, request a refund at reportaproblem.apple.com. For Google Play purchases, use Google Play's refund request. If a purchase is refunded, what it gave you can be removed from your account.

I can't sign in / I lost access to my account.

Sign in with the same method you used before — Continue with Apple, Continue with Google, Continue with Email, or Username & Password — so you land on the same account. If you use Username & Password and forgot it, tap Forgot password? on the sign-in screen; this works if you linked a verified recovery email. Once you're in, linking a second sign-in method in Arcana ID → Sign-in & Security helps you recover access later. If none of that works, email us with your callsign and the sign-in method you used. We will never ask for your password.

Is Neon Arcana down?

Notices about outages, maintenance, and purchase problems are posted at neonarcana.game/news. If something isn't working and there's no notice yet, email us with what you see and when it started.

Press, partnership, or business inquiries.

Email [email protected] or use the form on /contact. We respond within 2 business days.

Privacy or data deletion request.

Email [email protected] with subject 'Privacy request'. See our Privacy Policy for what we collect and the choices and rights it describes. To delete your account, see the account deletion answer above.

Last updated: September 23, 2026

First Signal Games LLC · 11128 Windpoint Dr, Tampa, FL 33635, US