Help and support

Mirror Cities Online

Someone being awful?

Tap their name in the game: 🚫 Block stops you seeing and hearing them, and ⚠️ Report sends us what they said lately, so we can ban them.

Under 18? You team up only by code with people you know (menu → 🔢 Team code), voice is only with your team, and strangers never see your name.

In Australia: serious online abuse, cyberbullying of a child, or an intimate image shared without consent that we haven't dealt with, you can also report to the eSafety Commissioner at esafety.gov.au/report. In danger right now: call 000.

A mission that's offensive or wrong? Missions are written with an AI: in the game, 🎯 Missions → ⚠️ Report on the mission you're on.

Staying safe

• Never share your password or your account's email code with anyone, in the game or anywhere else. We'll never ask for them.
• Don't tell other players where you live, your school, or how to find you outside the game.
• Flashing lights: a very small number of people may have a seizure from flashing lights or patterns, even with no history of epilepsy. The game's opening and some of its signs flash; your phone's Reduce Motion setting stops them. If you or your family have epilepsy, ask a doctor before playing, and stop at once if you feel dizzy, see strangely, twitch or feel confused.
• Feeling unsafe, or thinking of hurting yourself? Talk to someone now: in Australia, Lifeline 13 11 14 (Kids Helpline 1800 55 1800); in New Zealand, call or text 1737; in the US, call or text 988; in the UK and Ireland, Samaritans 116 123; in India, Tele-MANAS 14416. In danger right now: your local emergency number.

Your account

• Everyone starts as a guest. Your progress is kept on our server, but only this phone can get back into a guest account.
• Keep it safe on any phone: Settings → Account, then add an email. Your money, clothes and cities stay exactly as they are.
• Forgot your password? On the log-in screen, tap "Forgot password?" and we'll email you a code.
• Your age: the game asks once, before you play online. Set it wrong? Email us and we'll fix it.
• Delete your account: Settings → Account → Delete account. It's gone from our server straight away, and from its backups within 30 days (in India, its sign-up details are kept sealed for 180 days first, as the law there asks). No app any more? See deleting your account.

Purchases

• Cities and premium outfits stay on your account for as long as the game runs. On a new phone, log in to the same account and they're there.
• Bought something and it didn't arrive? Close and reopen the game while online: it finishes any purchase that was interrupted. Still missing? Email us with the date and what you bought.
• Something wrong in the game? Tell us from ☰ Menu → 🛠️ Report a problem (or Settings → About): Mirror Cities is brand new, and we read every report and fix what we can.
• Outfits for ads: in the app, if you're 18 or over, a premium item marked for ads shows "▶️ 0/3 ads": three short ads and it's yours; any other premium item shows "▶️ Try a day": one ad and you wear it for a day. Each counts once it's played to its end (it can take a few seconds). A few of each a day. Ads are for looks only: they never give time in a city, game money or anything else that helps you win.
• Something you bought doesn't work, or isn't as described? Email us, or ask the store you paid: Apple at reportaproblem.apple.com, or Google Play in your order history. Your consumer-law rights don't depend on the store's refund window. Lost a purchase? Email us the order number from your Apple or Google receipt.
• In Japan: 特定商取引法に基づく表記 (the seller notice).

Your city

• The city you're in is free. The game asks your phone where it is and works out which city that is, on your phone; your exact position never leaves it (we get the city, and evidence you're in it that we check and forget).
• It didn't find your city? Check the game is allowed to use your location (in your phone's settings), then press Play again. A fake-location app stops the city being free.
• Any other city: unlock it once and play it from anywhere. A city in another country needs that country unlocked first (once).
• In the UK or Europe, or another country where it isn't offered? Mirror Cities isn't offered in the UK, Guernsey, Jersey, the Isle of Man, Gibraltar, the European Union, Iceland, Liechtenstein, Norway, Andorra, the Vatican, the Faroe Islands, Greenland, South Africa, Taiwan, China, Iran, North Korea, Cuba or Syria, nor in Crimea, and doesn't play while you're there (in 59 countries, listed in the terms, it plays in Solo mode only: the city you're in, on your own, nothing sent to us): your unlocked cities stay yours, and play again once you've left. London, Paris, Berlin, Rome and the rest are in the game for players everywhere else. Want to delete your account while you're there? The app's "not available" screen has a button for it.

Common questions

• Forgot your password? On the log-in screen, tap "Forgot password?" and we email you a code. If it doesn't arrive (check spam), email us from the address on your account.
• Voice chat doesn't work? Check the game may use the microphone (your phone's settings → Mirror Cities → Microphone), that the 🎙️ button isn't off, and who you're talking to (☰ Menu → Talk to). Under 18, voice is with your team only. Or talk to your team in chat (T, or 💬), from anywhere in the city.
• Mobile data: the first time you play an area, the game downloads about 15 MB of map data. It's kept on your phone, so coming back uses almost nothing.
• Stuck in a wall or a building? ☰ Menu → 🧭 Back to the meeting spot. A car that ends up inside a building is put back on the road by itself.
• A message about "WebGL 2"? Update "Android System WebView" and "Chrome" in the Play Store (on an iPhone, update iOS), then open the game again.
• Running hot or slow? Settings → Graphics: Low quality and 30 fps keep the phone cooler. The game also lowers its quality by itself when it can't keep up.
• Reminders: off until you say yes; turn them on or off in Settings → Display, or in your phone's settings.
• "Your account is playing on another phone"? An account plays on one phone at a time: press Play to play on this one (the other stops). Not you? Change your password.
• Lost your progress after reinstalling? A guest's progress is only on that phone: add an email (on the start screen, tap "Guest: tap to save your progress", or Settings → Account) to keep your money, clothes and cities on any phone, purchases included.

Your business or home

• Why it's there: the cities are built from open map data, so shops and other businesses appear as plain buildings with their name, the way a map shows them. They don't endorse the game and have nothing to do with it.
• Want it left out? Email mirrorcities.online@gmail.com with its name and address. A business's name comes off its building and the map, and it's never sent to in a mission; a home is never sent to in a mission. It's usually done the same day, and always within 30 days, with no app update needed.

Found a security problem?

If you've found a weakness in the game, its server or this website (a way to see or change other players' information, say, or to get something without paying for it), please email mirrorcities.online@gmail.com with "Security" in the subject and what you did to find it. We read every email, and we'll tell you what we do about it. Please don't look at, keep or share anyone else's information while you check it, and give us time to fix it before you tell anyone else.

The small print

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