Email: hello@brainblink.io
A quick check often solves the problem faster than waiting for a reply.
Make sure your App is on the latest version from the App Store or Google Play.
Make sure your phone's Bluetooth is turned on and that the App has Bluetooth permission.
Make sure your BrainBlink Device is powered on, charged, and within range (about 10 meters in line of sight).
Try closing and reopening the App, then re-pairing the Device.
Check the in-app help — many common questions are answered there.
Tell us as much as you can so we can help quickly:
The email address or username registered to your account.
The phone model and operating system version (e.g., iPhone 15, iOS 18.4).
The App version (found at Settings → About).
The Device firmware version (Settings → Device Management → Current Device).
A clear description of what you were trying to do and what happened.
Screenshots or a short screen recording, if possible.
The time and date when the issue occurred.
For account-recovery requests, please write from the email address registered to the account when possible.
I forgot my password.
I cannot log in with Google / Apple / Facebook / Instagram.
I want to change my email, username, or password.
I want to deactivate or delete my account.
I think my account has been compromised.
The App cannot find my Device when scanning.
Pairing keeps failing or times out at 15 seconds.
"Device is in use by another phone" message.
Signal is weak or the connection keeps dropping.
A firmware update fails to install.
I bought a Device second-hand and need to reset the previous owner.
A game crashes, freezes, or shows a score of zero unexpectedly.
My Bluetooth disconnected mid-match — what happens to my score?
Multiplayer room won't start or other players cannot join.
Matchmaking is putting me against opponents that feel too easy or too hard.
A tournament score was not uploaded.
My BrainBlink Index does not seem to reflect my recent results.
Why does the App only show the last 30 days of recent activity?
Personal best did not save.
How to share my score image.
I cannot add a friend.
I want to report harassment, cheating, or a tournament rules violation.
A tournament prize question.
I am not receiving match invites or tournament reminders.
I receive too many notifications and want to turn some off.
A purchase did not unlock.
I want a refund. Refund requests for in-app purchases are handled by Apple or Google. We can help with information about your purchase.
Request a copy of my data.
Correct or delete my personal data.
Withdraw consent for processing.
All privacy requests are handled in accordance with applicable privacy laws (including GDPR and CCPA where relevant). Write to hello@brainblink.io with the subject line "Privacy Request".
If pairing fails within the 15-second window, the App will show one of three messages.
MessageWhat to tryConnection error.Toggle the phone's Bluetooth off and on, then tap Retry.No device found.Confirm the Device is on, has charge, and is within range. Move closer and tap Retry.Device in use by another phone.Disconnect the Device from the other phone, or factory-reset the Device, then tap Retry.
If the Device disconnects during play, the App shows "Device connection lost" and pauses the game while attempting to reconnect. Solo and matchmaking progress for the current round may be lost; multiplayer hosts will see the corresponding player marked as waiting.
Keep the App open and the phone screen on during an update.
Keep the Device close to the phone.
Make sure the Device battery is above 30%.
Retry the update from Settings → Device Management → Firmware Update.
If recent game scores are not appearing on other devices logged into the same account, open Profile → Data Sync → Sync Now to trigger a manual sync. The "Last Sync Time" field shows the most recent successful sync.
We read every piece of feedback. To submit one:
Open the App.
Go to Profile → Settings → Support Center → Feedback.
Choose a category (Bug report, Feature suggestion, Other).
Describe the issue or idea, attach screenshots if needed, and submit.
You can also email hello@brainblink.io with the subject line "Feedback".
Harassment, impersonation, or hate speech: Use the in-app Report button on the user's profile, or email hello@brainblink.io with the subject line "Abuse Report" and include a username and screenshots.
Cheating or unfair play: Email hello@brainblink.io with the subject line "Cheating Report" and include the username, match or tournament name, and approximate time.
Security vulnerability: Email hello@brainblink.io with the subject line "Security Report" and include reproducible steps. Please do not publicly disclose details before we have had a chance to investigate.
Email and in-app channels are monitored Monday to Friday, 09:00–18:00 (UTC+8), excluding public holidays in Hong Kong. Messages received outside these hours will be handled on the next business day.
Support is offered primarily in English. We will do our best to assist in other languages on a best-effort basis; response time may be longer for non-English requests.
When we are aware of a widespread issue, we will post a banner inside the App and announce the resolution in the same place. For tournament-specific announcements, check the Events tab in the App.
We cannot recover passwords without verifying that you control the email address registered to the account.
We cannot transfer game records, friends, or device pairings between accounts.
We cannot issue refunds for in-app purchases made through Apple or Google. Please use those platforms' refund flow first.
We cannot provide medical advice. The Device is designed for entertainment and brain-training only; it is not a medical device and is not intended to diagnose, treat, cure, or prevent any disease or medical condition.