Apologies for the inconvenience! Please attempt these troubleshooting steps:

  1. Fully close all apps on device, then shut off device for 5 minutes to clear cache 
  2. Reset any modem/router you are connected to, to ensure it's not a connection issue 
  3. Ensure your Apple account you are connected to is the same as the account used for original purposes 
  4. Launch game and tap 'Restore' in the Episodes menu 


IF YOU ARE PLAYING SEASON ONE: If the Restore button does not work, we have the following workarounds that can restore prior purchases without using the Restore button or being charged a second time. Please scroll down until you find the steps for which items you originally purchased.


PLEASE ENSURE YOU ONLY FOLLOW THE STEPS FOR THE EXACT ITEM YOU ORIGINALLY PURCHASED. FOR EXAMPLE, IF YOU PURCHASED THE MULTI-PACK, DO NOT SELECT AN INDIVIDUAL EPISODE, OR THIS WILL RESULT IN YOU BEING CHARGED AGAIN. IF YOU ARE NOT SURE WHICH STEPS TO FOLLOW, PLEASE CONTACT OUR SUPPORT TEAM FOR ASSISTANCE.


If you purchased the new Multi-Pack (Episodes 2-5 with 400 Days):

  1. Make sure your device is logged into the same Apple account you used to make your initial purchases.
  2. Download and install the free Episode 1 base app from the App Store.
  3. Launch the game app and tap Episodes.
  4. Tap the 'Buy Now' button for the Multi-Pack on the right side.
  5. Proceed through the entire purchase path. Check again that your device is logged into the correct Apple account, enter your account password, and tap Buy when you are prompted to.
  6. After the purchase is completed, you will receive message stating that you already own the content and if you would like to download it again for free.
  7. Tap Yes. The episodes will change from 'Buy' to 'Get.' Please tap one of the 'Get' buttons to begin downloading that episode.

The following images display what you will see when you follow the above steps:







If you purchased individual episodes separately:

  1. Make sure your device is logged into the same Apple account you used to make your initial purchases.
  2. Download and install the free Episode 1 base app from the App Store.
  3. Launch the game app and tap Episodes.
  4. Tap the 'Buy' button for one of the episodes you have previously purchased. For example, if you purchased Episode 2 separately, tap the 'Buy' button for Episode 2.
  5. Proceed through the entire purchase path. Check again that your device is logged into the correct Apple account, enter your account password, and tap Buy when you are prompted to.
  6. After the purchase is completed, you will receive message stating that you already own the content and if you would like to download it again for free.
  7. Tap Yes. That episode will change from 'Buy' to 'Get.' Please tap the 'Get' button to begin downloading that episode.
  8. Follow the same steps to restore other episodes you previously purchased.

Following these steps will look similar to the images above.


If you purchased the original Multi-Pack (Episode 2-5 only):

  1. Make sure your device is logged into the same Apple account you used to make your initial purchases.
  2. Completely close the game app and shut down your device for 5 minutes.
  3. Restart your device and launch the game.
  4. Go into the Episodes menu and tap Restore.
  5. If that fails, try switching to another network with a stronger internet connection.
  6. If the issue persists, delete the game app and shut down your device for 5 minutes. Please note this will remove your save data.
  7. Restart your device and download the free Episode 1 base app again from the App Store.
  8. Launch the game and try tapping the Restore button again.

If you are still unable to restore your purchases, you can try resetting your device to factory specifications. Please note this will remove all installed apps, pictures, and more from your device, so please back up anything you wish to keep before attempting this.


If none of that works, please send us the receipt/proof of purchase from Apple that shows your exact items purchased! You can do so by submitting a ticket to our customer support team here: https://help.skybound.com/support/tickets/new