Untraced Support
Untraced is a fictional found-phone detective game you play in your browser. If something is broken, a purchase did not arrive, or you have a question, email us at support@newdawnhq.com. We reply to every message, usually within two business days.
Report a bug
The fastest way is Settings → Contact us in the Game. It opens an email with your User ID and version filled in. If you write to us another way, include:
- Your User ID (bottom of the Settings screen)
- Your browser and device (for example, Chrome on Windows, Safari on iPhone)
- The case you were playing and what you were doing
- What you expected, and what happened instead
- A screenshot or screen recording, if you have one
Subscriptions
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
Cancel or manage your subscription. Use one of these:
- In the Game, open Settings and tap Manage subscription. This opens Paddle's customer portal.
- Use the link in any receipt email from Paddle.
- Look up your order at paddle.net with the email address you used at checkout.
You keep premium until the end of the period you paid for, and you are not charged again.
Premium is missing on another device. Tap Sign in in the browser where you bought, with Google or an email sign-in link. Then sign in the same way on the other device. If you did not sign in, email support@newdawnhq.com with the email address you used at checkout.
Refunds. Paddle handles refunds. See the Refund Policy.
Bought in the app? App Store and Google Play subscriptions are managed and refunded in those stores, not here.
Your data
To ask for a copy of your data or to have it deleted, email support@newdawnhq.com. See the Privacy Policy for what we hold and how to ask.