Need Help?
Gamemaster Gus and the RPGLMS support team are here to assist you on your learning adventure!
We typically respond within 1-2 business days
Quick Links
Common Troubleshooting
App won't load or crashes
- Close the app completely and reopen it
- Check your internet connection
- Update to the latest version from the App Store or Play Store
- Restart your device
- If issues persist, uninstall and reinstall the app (your data is saved to your account)
Can't sign in to my account
- Ensure you're using the correct sign-in method (Google or Apple)
- Check that you're using the same email address you registered with
- Try signing in on the web app at app.rpglms.com
- Clear the app cache and try again
- Contact support@rpglms.com if you still can't access your account
Subscription not showing as active
- Allow a few minutes for payment processing to complete
- Pull down to refresh your account status in the app
- Sign out and sign back in
- Verify your subscription status in your App Store or Play Store settings
- For web subscriptions, check your email for payment confirmation
- Contact support@rpglms.com with your purchase receipt if issues persist
Can't join a Party (classroom)
- Double-check the join code - codes are case-sensitive
- Ask your Game Master to verify the code is still active
- Ensure you're signed in to your account
- Check if the Party has any enrollment restrictions
- Contact your Game Master if the code has expired (they can generate a new one)
AI features not working
- Check your remaining AI tokens for the month in your account settings
- Ensure you have a paid subscription (Sage or Master) - AI features are limited on Apprentice tier
- For Master tier, tokens are individual (5M/month), not shared
- Try a simpler, shorter prompt
- Wait a moment and try again - there may be temporary high demand
- AI tokens reset at the beginning of each billing cycle (1st of the month for Sage, configurable for Enterprise)
Progress or data not syncing
- Check your internet connection
- Pull down to manually refresh the screen
- Sign out and sign back in to force a sync
- Ensure you're using the same account on all devices
- Wait a few minutes - large campaigns may take time to sync
Account & Subscription Help
Cancel Subscription
Cancel anytime through your app store subscription settings:
- iOS: Settings → [Your Name] → Subscriptions
- Android: Play Store → Menu → Subscriptions
- Web: Account Settings → Subscription → Cancel
Request a Refund
Refunds are handled by your purchase platform:
- iOS: reportaproblem.apple.com
- Android: Google Play Help
- Web: Email support@rpglms.com
Delete Account
To delete your account and all associated data, email support@rpglms.com with the subject "Account Deletion Request." We'll process your request within 30 days. Teachers should export or transfer campaign content first.
Data Export
Request a copy of your data by emailing support@rpglms.com with the subject "Data Export Request." We'll provide your data in a portable format within 30 days.
Report a Bug
Found something that doesn't work right? Help us fix it by providing:
- Device: iPhone 14, Samsung Galaxy S23, Chrome browser, etc.
- App Version: Found in app settings
- Steps to Reproduce: What were you doing when the bug occurred?
- Expected vs Actual: What should have happened vs what did happen?
- Screenshots: If possible, include screenshots or screen recordings
Email your bug report to support@rpglms.com with the subject "Bug Report" and we'll investigate promptly!
Enterprise & District Inquiries
Looking for district-wide deployment, SSO integration, or custom solutions? Our Enterprise team is ready to help.
🏛️ wizardbusiness@rpglms.comGamemaster Gus believes every quest has a solution. We're here to help!