Retroly / SUPPORT
Need a hand?
Questions, feedback, or a game that won’t start? Here’s how to get help.
What to include
- Device model and operating system version
- Retroly version and platform
- A short description and the steps to reproduce the issue
- A screenshot without personal information, if useful
Please do not send ROMs, BIOS files, games, passwords, or payment card details.
If a game won’t open
Check that the file is compatible with your version of Retroly and look for app updates in your store. If the issue continues, share the file extension and error message without sending the game file itself.
Saves and changing devices
Before uninstalling or changing devices, create a Retroly backup. If you use Retroly Cloud, sign in on the other device and check that sync has completed. Each device needs the same compatible game file. Review any save conflicts in the app before choosing a copy.
Cloud Saves and conflicts
Check your connection and signed-in account, then use Sync Now in Retroly Cloud. If the app reports a conflict, review the device and cloud copies before choosing which to keep. A completed sync is different from merely being signed in. Never uninstall the app to troubleshoot a sync issue before backing up local saves.
Purchases and refunds
For purchase issues, use the support channel for the store where you paid. Do not email full payment details to support.
Apple purchase support ↗ · Google Play refund support ↗