Support

  • HOW TO REACH US FOR DIRECT EMAIL SUPPORT
    You can email us at support@reactivestudios.net or generate an email within the app. Just click the Info icon of the Navigation Bar at the bottom of the screen. On that Support Screen you can tap on the email address. If your iOS email client is configured, it will open an email with your device and build information. Please include a description of the issue.
  • FREQUENTLY ASKED QUESTIONS

    Please review the following information to see if this support page can answer your question or address your concern. If you still need help, get in touch for direct email support. You can use the information at the bottom of the page.

    What if the app does not recognize my voice?
    If you are in a public location with a lot of background noise or chatter it could cause errors in recognition. You can toggle off the voice recognition and tap your answers or (if possible) find a quieter place. The use of earphones/headphones with microphone input will improve the accuracy of speech recognition in all environments. Using a high volume with only the device's speakers as output may interfere with the ability of the hardware to detect your voice. You may need to lower the volume if you run into this issue while playing without earphones/headphones.
    How do I turn off voice recognition?

    A button with a microphone icon is at the bottom right of the screen during play. Toggle that button to disable or re-enable voice recognition.

    I missed what the character said. Is there a repeat function?

    An audio player at the bottom of the screen consists of a red dot moving from left to right in between two outward facing butons. To restart the current audio file, tap the button on the left. To skip to the end, press the button on the right. Audio scrubbing is not currently supported.

    How do I pause or stop the game?
    You can use the large circular pause button in the center of the gameplay screen to stop the main audio track. The background track will continue to play and you may restart by pressing the same button, which will then have a play icon. You can also use the left-pointing arrow to return to the Episodes Screen or exit out of the application entirely with the device home button. In both cases your progress will be saved.
    How is my progress and agent data saved?
    Your game data is saved both locally on the device and in the cloud on our servers. There is no login necessary and all data that we sync is completely anonymous. As you play Codename Cygnus, your progress and agent stats are saved locally on your device. We also save a randomly generated device ID and use it to sync that game data with a database on our server. This enables us to provide support in the event that you lose or break your phone. Even if you delete your app you will be able to access your saved progress upon a new install.
    What if I have trouble downloading or accessing content that I've purchased?
    First, press the Restore Purchases button on the Store Screen. Enter your Apple ID and all episodes you previously purchased should then be available for download. Also, beware that if you notice a lock icon in the header of an Episode it is purchased but locked. It means you have not played through the preceding Episode. It will remain locked until that prior Episode is completed. If neither of these solutions addresses your concern, please don't hesitate to email us at support@reactivestudios.net with EPISODES in the subject.
    What's the difference between buying an Episode and buying a Mission?
    An Episode is a standard story and play session of about 15-20 minutes of content. A Mission is a package of multiple Episodes, like a series or season of television. If you tap on the Store icon of the Navigation Bar you will be brought to the Mission menu where you can buy entire Missions.
  • VERSION 1.2 AND SAVED PROGRESS

    We released with the intention of using Facebook as a login method for saving game data and providing support. We listened to player feedback, immediately removed that requirement, and set out to find a better solution. This resulted in a complete overhaul of way we save data, both in the app and on the server.

    Unfortunately, most user accounts with Agent Names set up prior to this update will need to be migrated in order to continue where you left off. We promise to work hard to ensure that your decisions and progress are restored. If your game is completely reset after the update, please reach out so we can help. Here are the options for restoration:

    You want your former Agent Name restored, and you want to replay all of the Episodes.

    View the Agent Name area of the Agent Profile screen. If that field is currently empty, tap on that area to create a temporary Agent Name. Email support@reactivestudios.net with AGENT NAME in the subject and include both the temporary Agent Name and the former Agent Name that you want to restore. (See below for instructions on how to email from inside the app.) When your Agent Name has been restored, we will contact you and ask that you tap the Refresh button on the Agent Profile screen.

    You want your former Agent Name restored, and you want to continue where you left off.

    View the Agent Name area of the Agent Profile screen. If that field is currently empty, tap on that area to create a temporary Agent Name. Fill out this online form with your story decisions: http://bit.lyCygnusSave Be sure to input both your temporary Agent Name and the former Agent Name that you want to restore. When your Agent Name and story progress has been restored, we will contact you and ask that you tap the Refresh button on the Agent Profile screen.

    You did not have an Agent Name or login (or forgot it), and you want to continue where you left off.

    View the Agent Name area of the Agent Profile screen. If that field is currently empty, tap on that area to create a new Agent Name. Fill out this online form with your story decisions: http://bit.lyCygnusSave Be sure to input your new Agent Name. When your story progress has been restored, we will contact you and ask that you tap the Refresh button on the Agent Profile screen.

    You are one of our Kickstarter backers!!!

    First off, WE LOVE YOU! Thank you for your patience during this bumpy start. Please follow the appropriate instructions above and let us know if you're having any troubles. As long as you provide your current Agent Name we'll be able to take care of it immediately. Also, be on the lookout for a special token of our appreciation, coming soon!