Marvelous Foundry

Marvelous Foundry player help

Player Support

Start with what's broken. Find a fix by symptom, then send one support request if you still need a hand.

Send a support request
Service status: This page doesn't show a live incident feed. Check in-game notices for current service messages before changing your network or account settings.

  1. Account Access and Sign-In

    Most sign-in trouble comes down to the platform selected, an old session or a changed linked account. Check these in order.

  2. Technical Issues

    Try the quick checks first. If ranked play is affected, note when the connection drops and whether other devices on the same network stay online.

    Any device

    Connection drops or matchmaking stalls
    1. Check for an in-game service notice, then reconnect once.
    2. Pause other big downloads or streams on the same network.
    3. Restart the game and your modem/router if the connection keeps dropping.
    4. For ranked play, use a stable connection with consistent ping; if the client keeps reporting packet loss, leave the match rather than rejoining over and over.
    Slow loading, freezing or an error message

    Fully close and reopen the game, then restart the device. Note the exact error text and when it appears. Don't reinstall or clear saved data until you've checked your profile is linked and your progress is attached to the right account.

    Mobile and browser

    Mobile controls, overheating or unexpected exits

    Close background apps, let a hot device cool down (summer afternoons are tough on phones) and check the operating system is up to date. If touch input is misplaced, rotate the screen once and back before reopening the game.

    Browser sign-in or a blank game screen

    Use an up-to-date browser, allow the sign-in window to open and make sure privacy settings aren't blocking required cookies. Only use a private window to compare behaviour; your saved progress stays tied to your game profile.

    Still happening? Include your device model, operating system and game version, roughly when it happened (AEST), your connection type (NBN, mobile, satellite) and the exact error text in your request.

  3. Purchases and Progression

    A purchase can take a little while to sync. Check your platform account and game profile first, then use the timing guide before sending a receipt-related request.

    Try the matching fix

    • Item hasn't appeared: Confirm the purchase went through in the store account the game uses. Restart the game once and check the inventory on the profile that made the purchase.
    • Cosmetic missing on another platform: Confirm both platforms are linked to the same game profile. Some platform-specific items may stay on the platform where they were bought.
    • Season progress or pass question: Check the season end date shown in-game. Progress and purchased content follow the terms shown for that season; contact support if the item is missing after the store confirms payment.
    • Refund request: Start with the platform store that took the payment. Its refund process applies, and so do your rights under the Australian Consumer Law, which can't be excluded.

    When to follow up

    Purchase still syncingAllow 24 hours

    Once the store marks the transaction complete, restart the game and check the correct profile. If it's still missing after 24 hours, send the store receipt or transaction reference with your platform and player ID.

    Linked-platform item missingCheck account link

    Verify the linked game profile before unlinking anything. Include both platform names and the item name if the link is correct but the item is still missing.

    Refund statusAsk the store

    The platform store handles payment reversals. Contact its support for the current status, then contact us if your game account still shows the wrong items after the store's decision.

  4. Safety, Parental Controls and Accessibility

    Safety reports and account settings have their own route. Share only the details needed to understand what happened.

    Parental controls

    Use the platform's family settings to limit spending and restrict communication on a child's account. Go through those settings with your child before they return to the game.

    Ask about an account setting

    Reports and fair play

    Report the player from the in-game menu where available. Include the player name, match time and a short description; don't contact or confront the reported player.

    Read Safe and Fair Play

    Accessibility

    Check the game's audio, display and control settings for options you can change directly. Tell us which setting or task isn't accessible if you need help with another adjustment.

    Request accessibility support

  5. Still Stuck? Send a Request

    Use one request route for account, technical, purchase and safety issues. A clear report gives the support team a solid starting point.

    Give us the details that matter.

    Include your player ID, platform, the steps that led to the issue and what you've already tried. Add a transaction reference for purchase issues. Leave out passwords, full card details and security codes.

    [email protected] Open the request form

    We aim to reply within 2 Queensland business days but can't guarantee a first-response time. If you email us, include the same details as the request form and keep your message to one issue.