Support

Apple or Google handles the charge, so please don’t buy again while we check. Our server retries delivery when the app reopens: fully close Hay Bales Heat (swipe it away) and reopen it, and the gems usually appear within a few seconds.

Still missing? Email us your public Runner handle if available, the approximate purchase time, and the Apple or Google order ID. We’ll investigate which profile received the transaction. Don’t send an authentication token or a full receipt.

Server-saved progress stays with the game account until you explicitly reset progress or delete the account, with no automatic one-year inactivity cutoff. Uninstalling does not delete that account. Recovery still requires access to the same account, and unsynced changes can be lost when device data is removed.

If you previously used Protect Progress and your version offers Profile → Settings → Restore Progress, sign in there with the same supported Apple or Google identity. Recovery controls are available only in supported builds and on supported platforms. Restore replaces a temporary guest profile; it does not merge two profiles.

If you never protected the profile, keep the original device and its app data if you still have them. Email us the item names, original Runner handle if known, device, and any store order ID. An app-store account or receipt alone does not reconnect a lost guest profile, and recovery may be impossible.

Music Disc shards, unlocked songs, and some preferences remain device-local in this release. They are not promised to return after reinstalling or on another device, even when other account progress is restored.

No. Everything in Hay Bales Heat, including HOKA-themed shoes, hats, and trails, is a digital item for Sunny only. Nothing ships to you. If that wasn’t clear and you’d like a refund, request it from Apple or Google Play. To buy the real shoes, visit hoka.com.

Reminders need notification permission. On iPhone: Settings → Notifications → Hay Bales Heat → Allow Notifications. On Android: Settings → Apps → Hay Bales Heat → Notifications. Then open the game once so it can register your device.

Location is optional and is only used after you turn on nearby-event alerts, to decide whether an event reminder is relevant. It’s never used as proof of attendance. Turn off Nearby Event Alerts in the game or revoke permission in device settings, then open the app with a connection so it can synchronize the changed setting and remove cached server coordinates. Offline or uninstalled apps cannot immediately notify our server of a device-permission change. Location older than seven days is ineligible for nearby alerts; that is not a timed deletion promise. The rest of the game works normally.

The pass unlocks one monthly Rewards track, and the game normally blocks a repeat purchase. If two separate store transactions went through at nearly the same time, the second one should grant 60 gems, as shown on the purchase screen. Email us your Runner handle, both order IDs, and the approximate time, and we’ll confirm the compensation or help you request a refund.

It is a one-time purchase for the current month, not an automatically renewing subscription. Check the season end time before buying; gameplay and claim requirements still apply.

If you are short of gold, the game can offer an exchange before buying the item. The confirmation shows the item, missing gold, and gem cost. At the current basic rate, each gem buys 500 gold and the cost rounds up to whole gems; leftover gold stays in your wallet. Cancel to spend nothing. A separate store purchase is required if you choose to buy more gems with real money.

Only when the offer explicitly promises that reward. Otherwise paid and earned boxes have random outcomes and can contain duplicates. The highest common shop box does not guarantee a racing shoe. Open the contents and probability information linked from the offer before purchase; the relevant box and eligible inventory can affect its outcomes.

Use the purchase or refund process for the store that charged you: Apple or Google Play. You can also email Aether Support for missing-delivery issues or help identifying the relevant process. We cannot promise a store’s refund decision.

Mandatory consumer remedies still apply. EU or UK withdrawal rights for digital content are affected by immediate supply only when the required legal conditions are met, including any separate express consent and acknowledgement. Accepting our Terms is not a blanket waiver. See Virtual items and purchases.

Fully close and reopen the app, check the App Store or Google Play for an update, and restart your device. If it still won’t open, email us your device model, OS version, and what happens (white screen, instant close, or crash message).

Long-press their message to report the message, report the player, or block them. You can also email us with “Hay Bales Heat team chat” in the subject. See our Community Guidelines.