Support

Questions, bug reports and refund requests all go to one place: support@axolvellc.com. A person reads every message.

Reporting a problem

The two things that make a report easy to act on are what you were doing when it happened and what you were running it on. If you can include the following, we can usually skip a round of questions:

• What you expected to happen, and what happened instead.
• Your device and browser, or the app version if you installed it.
• A screenshot, if the problem is something you can see.

Walking Photon

• Running the simulation. It needs a reasonably current browser with WebGL enabled. The simulation is doing real physics every frame, so larger worlds and higher soliton counts cost more; if it feels slow, reducing world size is the setting that helps most.
• Saving your work. Saving to the cloud requires an account. Saved simulations are private to your account unless you choose to publish one. You can also export a simulation to a file and keep it yourself, with no account involved.
• The one-time unlock. Unlocking is a single purchase, not a subscription, and it belongs to the account you were signed in as when you bought it. Sign in with that same account on another device and it will be unlocked there too. If it does not appear unlocked, the usual cause is being signed in as a different account.
• Refunds. Write to us at the address above. Purchases made on the web are processed by Stripe, which handles the refund; purchases made through an app store are refunded by that store under its own policy.

Moon Temperature

• Running the app. It needs a reasonably current browser with WebGL enabled. If it feels slow, lowering mesh detail in Settings is the setting that helps most.
• Accounts. An account is optional, and stores only your email address and your purchase status; the app saves no other content.
• Unlock and refunds. The one-time unlock and refunds work exactly as described for Walking Photon above — one purchase, tied to your account, and refund requests go to the address at the top.

Deleting your account

Email support@axolvellc.com from the address on the account, or use the account-deletion option in the app where it is available. Deleting an account removes the account and the simulations saved to it, and it also removes any unlock associated with it — so please only ask if you mean to give that up.

Privacy

What we collect and why is set out in our Privacy Policy.