Need help with Nova Creatura? Email bignorthstudios@gmail.com and include enough detail for us to understand what happened.
For the fastest troubleshooting, tell us:
- what device and operating-system version you are using;
- whether you are using the App Store version, TestFlight, or another beta build;
- what you were trying to do;
- what happened instead;
- whether the problem happens every time; and
- a screenshot or screen recording if it helps explain the issue.
Please do not send us your password, authentication code, payment card number, or other sensitive credentials.
Account and sign-in help
Nova Creatura supports account-based progression. If you cannot sign in, first confirm that you are using the same sign-in method you originally used, such as email/password or Google.
If you use email/password and forgot your password, use the password-reset option in the app.
If you are still locked out, email bignorthstudios@gmail.com from the address associated with the account when possible.
Email verification
If Nova asks you to verify your email and the message does not arrive:
- check spam, junk, and promotions folders;
- confirm that the email address was entered correctly;
- wait a few minutes before requesting another message; and
- contact us if the verification email still does not arrive.
Lost progress or missing creatures
If your collection, currencies, ship state, mission progress, or other account data appears incorrect, stop repeating the action that caused the problem and contact us.
Include what changed, when you first noticed it, and the creature, mission, planet, pack, training action, or reward involved.
We may ask for additional account or gameplay details so we can investigate the server record.
Purchases and Nova Pro
Native App Store purchases and subscriptions in Nova Creatura are handled by Apple. We use RevenueCat inside the app to verify subscription and entitlement status. RevenueCat does not process payment card data or issue refunds itself.
If a Nova Pro purchase or subscription is not reflected correctly, first use the Restore Purchases option in the app where available. If the issue persists, send us the account email and a description of the problem.
If a separate web purchase option is offered, it may use the supported web billing flow, which is processed through Stripe.
Do not email a full payment card number.
Refunds and subscription cancellation depend on where the purchase was made. App Store purchases are generally managed through Apple. Web subscriptions may be managed through the supported web billing flow.
Deleting a Nova account does not automatically guarantee a refund or cancel an externally managed subscription.
Apex Events and callsigns
A callsign may be required for participation in public Apex leaderboards. Your callsign and event rank or score may be visible to other players.
If you believe a leaderboard result is incorrect, include the event name, level, approximate time of the attempt, and what you expected to see.
If a callsign creates a safety, impersonation, or abuse concern, contact us at bignorthstudios@gmail.com.
Account deletion and privacy requests
Nova Creatura is intended to include an in-app Delete Account option in account settings before public App Store launch. Use that option to initiate permanent account deletion.
If you cannot access the app or need help with a privacy request, email bignorthstudios@gmail.com.
You can also use that email to request access to or correction of personal information where applicable law provides that right.
Read the Big North Studios Privacy Policy for more information about data collection, retention, and deletion.
Beta feedback
During beta testing, Nova may change quickly. Balance, progression, onboarding, missions, cards, rewards, and other systems may be revised as testing continues.
Bug reports are most useful when they include exact reproduction steps. Feedback about pacing, clarity, difficulty, or game feel is also welcome, but please distinguish a design suggestion from a technical bug when possible.
Age and parental questions
Nova Creatura is intended for users age 13 and older and is not directed to children under 13.
A parent or guardian who believes a child under 13 has created an account or provided personal information should contact bignorthstudios@gmail.com.
Contact
Nova Creatura Support
Big North Marketing LLC dba Big North Studios
bignorthstudios@gmail.com