Contact Support
For account access, technical problems, purchase questions, or gameplay help, email us directly.
support@fractara.comInclude your character name, what happened, and roughly when it happened. A screenshot and your device or browser details can help us investigate.
If the game will not load or keeps reconnecting, check the status page first: it shows outages and planned maintenance.
For a gameplay question, start with the Player Guide. To report a reproducible problem, visit our Discord community.
Report a Player or Message
Open chat, tap or hover a message, and choose Report. Select the reason and submit it to Fractara's moderation team. You can also block the sender immediately.
If you cannot access the game, email support with the player name and approximate time of the incident.
Purchases and Refunds
Old World Coins bought in the iOS app are paid through Apple, and coins bought in the Android app through Google Play. To request a refund, contact the store you paid: Apple or Google Play. A refund can remove the coins that purchase added, as described in our Terms of Service.
If coins you paid for in the app did not arrive, open Fractara on the character you bought them with, signed in to the same Apple or Google account, then open the Old World Coins store and tap Recover purchases. If they still do not appear, or for any other purchase question, email support@fractara.com with your character name and the receipt or order number. Do not send card details.
Delete Your Account
You can request deletion of your Fractara account and associated personal data without installing or opening the game. Email support@fractara.com with the subject "Fractara account deletion", using the email address associated with your account. Include your character name if you know it. We will verify account ownership before completing your request. Do not send your password or sign-in codes.
In Fractara, open Settings and choose Delete Account. The app will ask you to confirm before removing your sign-in and personal identifiers, revoking every session, and permanently deactivating your characters.
Gameplay, safety, and transaction records retained for service integrity, fraud prevention, financial reconciliation, or legal compliance are anonymized or de-identified and are no longer connected to your active account.
