Happtix Limited

Support and account help

Last updated: 28 September 2026

Getting started with Shard Surfer

Select Play Now and choose the tutorial to learn the controls. Left and Right change lanes; Jump clears gaps and obstacles. Pause stops a run. Opening Settings from Pause keeps the run paused until you resume.

Settings lets you adjust music, sound effects and haptic feedback. These preferences are saved on your device.

Your anonymous player

You can start immediately without registering. When connected, Shard Surfer creates a random anonymous player and gamer tag. Tap the player badge on the home screen to see the tag, manage leaderboard privacy or reset the player. No email, password or age prompt is required. Offline scores stay on the device and retry for the same anonymous player after the connection returns.

Optional Happtix account

Tap the player badge → Save progress with Happtix to create or sign into a free account with an emailed six-digit code. An account keeps your gamer tag and supported scores available after reinstalling or changing device. The same flow signs you in when the email already belongs to an account. Never share a verification or deletion code.

Gamer tags and leaderboard reports

Anonymous gamer tags are generated by the server. Registered players can choose a gamer tag using 3–20 letters, numbers or underscores. A changed registered tag remains off the public leaderboard until Happtix reviews it.

Use the options button beside a leaderboard score to report a suspicious score or abuse, or hide that player on your device. Show hidden players restores them.

To report an inappropriate name, suspicious score or another player concern, email a leaderboard report with the game, gamer tag and relevant score. A screenshot can help; avoid including other private information.

Delete your player or account

In Shard Surfer on iPhone: open the player button → Reset anonymous player → Delete and start again. This removes the current anonymous player and its linked scores, progress, sessions and events from the active server database, then creates a new random player.

For a registered player: open the player button → Delete account → Email deletion code. Enter the fresh six-digit code to permanently delete the account, gamer tag, scores and saved online progress. If you cannot access the app, email an account deletion request. We need to verify that the request is yours before removing records. Do not email a code.

Deleting the app alone does not delete server records. Account deletion does not remove a separate release-list subscription or support correspondence. Tell us if you want those removed too. Backups and security logs are handled separately, as explained in our privacy notice.

Private scores and publishing

Scores start private. Open “Leaderboard privacy” in Settings, the leaderboard or the player menu. “Show my scores on the leaderboard” is a one-time choice that applies to saved and future scores under the anonymous name or reviewed registered gamer tag. Switch it off again to hide them without deleting progress.

Offline play and scores

Shard Surfer can be played without a connection. A score saved only on your device is different from a confirmed online save. A cached leaderboard is not a live ranking; reconnect to refresh it. The connection label shows Checking connection, Online, Offline or Server unavailable. Online means the service is reachable, not that a particular score has saved. The result screen confirms where the score was saved. Pending anonymous runs retry for the same player when the app reconnects.

Release updates and privacy requests

To leave the optional release and playtest list, email unsubscribe from the subscribed address. You can also contact us to access, correct or request deletion of your personal information.

Parents and carers

If you need help with a child’s account, public gamer tag or personal information, contact us. Please share only the information needed to identify the issue; do not send identity documents unless we explain why they are necessary.