Support

In Quest or Zen, open the game menu and choose Save & menu. Continue from the main menu on the same device and browser, using the same player account or guest profile.

Runs are saved locally. Clearing website storage, uninstalling, or switching devices can remove or leave behind your unfinished run. Signing in does not transfer a run between devices. Daily attempts and live multiplayer duels keep their own timers and cannot be saved like a solo run.

Use the sign-in method and email you originally used. If your version shows Reset password, enter your email, choose that option, and open the email link on the same device within one hour. An account previously used with Google on the web can use the same email to set a password for iPhone sign-in.

If the option is unavailable or the email does not arrive, check your spam folder and contact us. Never forward a password-reset or sign-in link to support.

For the iPhone edition, use the Apple Account that obtained LetterMatrix. Sign in to your intended LetterMatrix account, then open Profile → Check purchase. Use Recover access if the app asks for a fresh Apple check.

Recovering ownership does not recover an unfinished local run. Apple handles App Store payments and refunds: request a refund through Apple. These purchase controls apply to the iPhone edition; the browser version may show different options.

Both players need internet access and a LetterMatrix account. A random search needs another player searching at the same time. For a friend, use Friends to find their exact username and send a duel invite. Paid access requirements, when active, apply to both players.

Keep the game open during the duel. Menus do not pause it, and a dropped connection has a short rejoin window. Include both usernames and the approximate time if you contact us about a match.

If your version has Report / block, use it beside the player in Friends, a leaderboard or the duel menu. Reports are private and reviewed by the operator; submitting a report does not automatically penalize a player. Blocking prevents future contact and duels together; a duel already running can finish.

You can also email support with the username, approximate time, and a brief description. Do not include passwords or other players’ private contact details.

If available in your version, open Profile → Delete account, read the explanation, and type DELETE to confirm. For versions without that control, or if it fails, email support@metromystery.com from your account email to request deletion. We may ask you to verify ownership.

Deleting your LetterMatrix account removes associated account data; it does not request an Apple refund. Device-local guest data or copies on other devices can remain until you clear that device’s app or website storage. See our privacy policy for retention and purchase verification records.