Support & Help
Need a hand with The Last Echo? We're a small studio and we read every message. Reach out and we'll get back to you as soon as we can — usually within 2–3 business days.
Contact us
The fastest way to get help is email: info@runs-it.com. To help us solve your issue quickly, please include:
- Your device model and OS version (e.g. Pixel 7, Android 14 / iPhone 12, iOS 17)
- Your in-game display name (shown as
DisplayName#xxxx in Settings)
- A clear description of the problem, and a screenshot if you have one
- For purchase issues: the approximate date and the item you bought (never send full payment details)
Frequently asked questions
How does offline / idle progress work?
Your party keeps fighting while you're away. When you return, the game awards the resources you would have earned, up to a 24-hour offline cap. Progress is calculated the moment you re-open the game — you don't need to leave it running.
How do the summon (gacha) odds work?
All drop rates are published and match the real in-game rates. Every banner has a visible
pity counter and a guaranteed top-rarity result at or before the hard-pity limit. Full odds are listed in-game and in our
Terms of Service.
I made a purchase but didn't receive my Gems
Purchases are validated with the store (Google Play / App Store) and granted automatically — this can take a minute or two. First, fully close and re-open the game. If it still hasn't arrived after a few minutes, email us at
info@runs-it.com with the approximate purchase time and the item, and we'll restore it. You are never charged twice for the same order.
How do I request a refund?
In-app purchases are handled by the platform, so refunds are processed through them:
Google Play refunds or
Apple / App Store refunds. If a purchase failed to deliver, email us first — we can usually just grant the item.
How do I move my progress to a new device?
Sign in to your account (Settings → Account) on your old device, then sign in with the same account on the new one to load your cloud save. Guest saves live only on the device they were created on, so link an account before switching phones.
I lost my progress / my save looks corrupted
The game keeps rolling backups of your recent saves and restores automatically when possible. If you linked an account, sign in to pull your cloud copy. If you're still stuck, email us with your display name and we'll do our best to help recover it.
The game won't load past the loading screen
The game checks for a connection at startup. Make sure you're online, then try again. If it persists: check for an app update, restart your device, and confirm the game isn't blocked by a firewall or VPN. Still stuck? Email us your device model and OS version.
How do I redeem a code?
Visit the
redeem page or use the code entry in-game (Settings). Enter the code exactly as shown — codes are case-sensitive.
Report a bug
Found something broken? Please email info@runs-it.com with the subject line “Bug report”. Include what you were doing when it happened, what you expected, what actually happened, and a screenshot or short screen recording if possible. Bug reports genuinely help — thank you.
Account & data deletion
You can delete your account and associated data in-game via Settings → Account → Delete Account. This anonymizes your data within 30 days. If you can't access the game, email info@runs-it.com from the address linked to your account and we'll process the deletion for you. See our Privacy Policy for full details on what we store and your rights.
Useful links
Can't find what you need? Just email info@runs-it.com — a real person will read it.
The Last Echo