Support

Email support

Write to [email protected]. For anything about a purchase, please write from the email address on your Hoone account, or include the address from your Stripe receipt.

What to include

• Your browser and its version
• Your device and operating system
• The Hoone number or the date of the island
• What happened and what you expected
• A screenshot, if you can

Black screen or "can’t show 3D graphics"

Hoone needs WebGL 2. Turn on hardware acceleration (also called "Use graphics acceleration") in your browser settings and restart the browser. Update your browser and your graphics driver. If it still fails, try a current Chrome, Firefox, Edge or Safari.

Low frame rate

Open Settings and pick a lower Graphics level. The game also lowers it by itself when the frame rate drops. Close other tabs and apps, and on a laptop, try it plugged in.

No sound

Browsers only play sound after you click, tap or press a key on the page, so start a run first. Then check Settings, Sound: Volume, Music, Car and Effects each have their own slider and mute. Also check that the browser tab and your device are not muted.

Controller not detected

Connect the gamepad, click into the game tab, then press a button on the pad: browsers only report a gamepad after a button press. If it still does nothing, reconnect it, try a cable instead of Bluetooth, or try another browser.

Sign-in or email code not arriving

Wait a minute and check your spam or junk folder. Make sure the address is typed correctly, then ask for a new code.

Bought a car but it is not there

Sign in with the same account you bought it with, then open the garage again after a minute. Your purchases are listed in Profile, with a Help link that emails us the order number. See also the refund policy.

Progress or best times missing

Without an account, progress lives in one browser on one device. A private window, another browser or clearing site data starts fresh. Sign in to keep your progress in your account and get it back on any device.

Refunds and deleting your account

Refunds within 14 days of buying are explained in the refund policy. To delete your account, open Profile, then Delete account. This deletes your account, cloud save and leaderboard runs right away.