Sanctuary Studio · Official Support
The descent is hard. Getting help shouldn’t be.
Support for 9999m: Down to the Princess, an offline-capable single-player dungeon adventure about an ordinary delivery boy, one impossible promise, and a princess waiting 9,999 meters below.
Player Support
Tell us what happened.
Found a bug, lost progress, or have a gameplay question? Send a message directly to the developer with the details below.
dxl707963406@outlook.comPlease include the game version, device model, iOS version, what you expected to happen, and the steps that caused the issue. Screenshots are welcome when available.
- Game
- 9999m: Down to the Princess
- Studio
- Sanctuary Studio
- Developer
- Deng XiaoLong
- dxl707963406@outlook.com
- Privacy
- Read the Privacy Policy
Quick answers
Frequently asked questions.
Start here for the most common gameplay and technical questions.
Does the game require an internet connection or account?
Core gameplay does not require an internet connection or a game account. Internet access is required for Apple services such as downloading the game, receiving updates, completing an in-app purchase, or synchronizing save data through iCloud Documents. An Apple Account may be required for those Apple services even though the game has no separate account system.
What should I do if an in-app purchase does not start or finish?
Check that the device has a working internet connection, is signed in to the App Store, and allows in-app purchases. Keep the game open briefly while Apple confirms the transaction and the game saves the delivery record. Avoid tapping another purchase while one is still being processed. If Apple charged you but the crystals do not appear, restart the game once and then contact support with the product, approximate purchase time, game version, and device model. Do not send payment-card details or Apple Account credentials.
Where is my game progress stored?
Progress and settings are stored locally on your device. When iCloud is enabled for the game, a save copy is also stored in Apple’s iCloud Documents and synchronized across supported devices signed in to the same Apple Account. This helps keep progress available when you change devices. Allow iCloud time to finish synchronizing before opening the game on another device.
Why is my latest save not appearing on another device?
Confirm that both devices use the same Apple Account, iCloud Drive is enabled, iCloud access is allowed for the game, and both devices have an internet connection. Close the game on the first device after saving, allow synchronization to complete, and then open it on the second device. If the problem continues, contact support before uninstalling the game.
What should I try if the game will not open or keeps closing?
Close the game completely, restart your device, confirm that enough storage space is available, and install the latest game and iOS updates. If the problem continues, email the device model, iOS version, game version, and a description of when the issue occurs.
How do I change the game language?
Open Settings from the game’s main screen and choose Language. The game supports English, Simplified Chinese, Traditional Chinese, Japanese, and Korean.
Does the game collect personal data or show advertisements?
The game does not display advertisements or require a game account. GameAnalytics-enabled versions use GameAnalytics for limited product analytics, including a persistent IDFV-based identifier, device and app version information, coarse location derived from the network, gameplay milestones, session activity, and optional purchase outcomes. The current configuration does not request ATT, submit IDFA-based advertising events, upload automatic Unity errors, or send raw StoreKit transaction identifiers or receipts to GameAnalytics. When enabled, save synchronization is provided by Apple’s iCloud Documents. Read the full Privacy Policy for details.
How can I ask about or request deletion of analytics data?
Email dxl707963406@outlook.com with the subject “9999m Privacy Request.” Do not send payment credentials or your Apple Account password. We may need the GameAnalytics user identifier from the affected installation to locate an analytics record, and we will explain how to find it if required.
How should I report a bug?
Email dxl707963406@outlook.com with the game version, device model, iOS version, steps to reproduce the problem, and screenshots if available.