Prism Runner icon

Support Center

We're here to help you get back to running

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Contact Support

Get help from our team
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Browse FAQ

Find instant answers
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Troubleshooting

Fix common issues
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Restore Purchase

Recover your upgrades

Common Solutions

Quick fixes for frequent issues

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Restore Purchases

Lost your ad-free upgrade? Here's how to restore it:

  1. Open Prism Runner on your device
  2. Navigate to Game Settings (gear icon)
  3. Tap Restore Purchases
  4. Sign in with your Apple ID if prompted
  5. Wait for confirmation message
Note: Use the same Apple ID that made the original purchase
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Game Center Sync Issues

Leaderboards or achievements not updating? Try these steps:

  1. Check your internet connection
  2. Open iPhone Settings → Game Center
  3. Sign out and sign back in
  4. Force quit and relaunch Prism Runner
  5. Play one run to trigger sync
Tip: Achievements may take a few minutes to appear
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Performance Issues

Experiencing lag or stuttering? Optimize your gameplay:

  1. Close other apps running in background
  2. Restart your device
  3. Check for iOS updates
  4. Free up storage space (need 500MB+)
  5. Disable Low Power Mode while playing
ProMotion: Enable 120fps in device Display settings
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Audio Problems

No sound or music issues? Check these settings:

  1. Check device isn't on silent mode
  2. Increase volume using side buttons
  3. In-game: Settings → Audio → Music/SFX toggles
  4. Check Bluetooth audio connections
  5. Restart the app if audio cuts out
Haptics: Enable in Settings → Sounds & Haptics

Frequently Asked Questions

Get answers to common questions

Gameplay

How do I play Prism Runner?
Tap anywhere on the left side of the screen to make your prism fly, tap the right side to leap between dimensions. Time your leaps to avoid obstacles and collect crystals. Chain perfect dodges to build combo multipliers and trigger Prism Mode for massive points.
What is Quantum Leap?
Quantum Leap is the core mechanic that lets you instantly phase between parallel dimensions. Master the timing to dodge impossible obstacles and maintain your combo streak. The longer your streak, the higher your multiplier!
How do I trigger Prism Mode?
Collect 10 crystals without taking damage to activate Prism Mode. During Prism Mode, you're invincible for 5 seconds, score is multiplied by 5x, and the screen explodes with particle effects. Use it strategically!

Purchases & Ads

How much does Remove Ads cost?
Remove Ads is a one-time purchase of $2.99 USD (prices may vary by region). This permanently removes all interstitial ads from the game. The purchase is tied to your Apple ID and can be restored on any device.
Can I transfer purchases to a new device?
Yes! Your purchases are tied to your Apple ID. Simply install Prism Runner on your new device, sign in with the same Apple ID, and use Settings → Restore Purchases to unlock your content.
I paid but ads still appear
First, try Settings → Restore Purchases. If ads persist, ensure you're signed into the correct Apple ID. Force quit and restart the app. If the problem continues, contact us with your receipt.

Technical

What devices are supported?
Prism Runner requires iOS 14.0 or later and is optimized for iPhone 8 and newer. iPad support is included. Best experience on devices with ProMotion displays (120fps) and haptic feedback support.
Does the game work offline?
Yes, you can play runs completely offline. However, features like leaderboards, achievements, and purchases require an internet connection to sync with Game Center and the App Store.
Why does the game crash on startup?
This is usually due to insufficient storage or an outdated iOS version. Free up at least 500MB of space, update to the latest iOS, and restart your device. If crashes persist, please contact support.

Troubleshooting Guide

Step-by-step solutions for technical issues

App Won't Launch

  • Force quit all apps and restart device
  • Check for iOS updates in Settings
  • Delete and reinstall Prism Runner
  • Ensure 500MB+ free storage

Black Screen Issue

  • Double-check brightness settings
  • Disable any screen filters or overlays
  • Reset display settings to default
  • Try launching in airplane mode

Touch Controls Not Working

  • Clean your screen thoroughly
  • Remove any screen protector temporarily
  • Check for iOS accessibility conflicts
  • Calibrate touch in Settings → Accessibility

Still Need Help?

Our support team is ready to assist you

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Email Support

Get detailed help for complex issues

Send Email Response within 24 hours
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Twitter/X

Quick questions and updates

@prismrunnergame Active weekdays
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Discord Community

Chat with players and devs

Join Server Community-powered

For Faster Support, Include:

  • Your device model (e.g., iPhone 14 Pro)
  • iOS version (Settings → General → About)
  • Steps to reproduce the issue
  • Screenshots or screen recordings if possible
  • Your Game Center nickname (for account issues)

Service Status

Check Apple System Status →

Prism Runner uses Apple services for Game Center, leaderboards, achievements, and in-app purchases. If you're experiencing issues, check Apple's system status page for any ongoing outages.