Common questions
Clearway started a new run at zero
New game and a full app-process relaunch start a separate run. Earlier runs remain in the local scoreboard. Retry level resets just the current attempt. See the Clearway guide.
Family Handoff says “Parent check needed”
Keep the device with you and follow the on-screen protection check before another handoff. Re-enable Family Controls permission when required. If an app that should be shielded opens, end the handoff and contact support. See Family Handoff support.
I need help with my Parent PIN
Contact Family Handoff support. Keychain items may persist after reinstalling, so reinstalling is not a dependable reset method. Do not send your PIN.
Marble Bloom is not responding to tilt
Check that Motion & Fitness access is available for the app, then restart the board. Play in landscape. See Marble Bloom support.
There is no background music in Marble Bloom
This is expected. The game uses short interaction, collision and completion effects; background music is intentionally disabled.
Story builds
Exit Interview and SHE are in development. For help with an existing build, include its version, your device and a description of the issue. For SHE audio issues, check the device volume and audio output, and include the affected chapter or scene.
Send a useful support request
- The app name and version/build, if visible.
- Your device model and iOS/iPadOS version.
- What you were doing, what happened and what you expected.
A relevant screenshot can help. Please do not send passwords, payment-card details, PINs or unrelated personal information.
Email support ↗