Stuck outside the room?

01The room won't load

• Use a modern browser: Chrome, Edge, Firefox or Safari from the last two years. The rooms are real-time 3D (WebGL).
• Reload the page fully with Ctrl/Cmd+Shift+R. The most common cause is an old file saved in your browser.
• On older phones, close other tabs/apps first; the 3D scenes need a bit of memory.
• Still not working? Email us your device and browser version, and we will look into it.

02A run broke during the game

Your progress is saved on our server, so first try opening the room again. You should arrive exactly where you stopped, with the clock paused if the host paused it. If you really lost a run because of a fault on our side, write to us: we will restore it or reset it, and fix the problem for you.

03Payments & refunds

During early access, bookings are free, so there is nothing to refund yet. When paid booking starts, we will show the refund terms when you pay, and the same promise applies: if a room breaks because of a problem on our side, you can play again or get your money back.

04Account & password

• Forgot your password? Use “Forgot your password?” on the sign-in page . A reset link arrives by email within a few minutes. If it does not, email us from your account address and we will fix it.
• You can change your password, download your data, or permanently delete your account from your profile.

05Hints & getting stuck in a puzzle

Every Timed run includes 5 Reveals. Hints come in steps. Every step is free except the last one, the answer itself, which costs one Reveal. Are you stuck finding something, not solving it? “Where should we look?” works the same way: only the exact spot costs one Reveal. Assisted runs have help for every puzzle. That is part of the game, not cheating. We do not publish solutions, and most codes change every time you play.

06Accessibility & controls

To explore 3D rooms, choose objects in a room and move between rooms, you need a mouse, trackpad or touch screen. Today you cannot do these things with only a keyboard or a screen reader. Puzzle fields and normal dialog buttons work with a keyboard, but you still cannot play a full run with only a keyboard.

Assisted mode removes the time limit and gives more help. It does not change what you need for controls and sight. Try the free practice case to test the basic controls. Contact support@unlockit.ro before booking if you need the game adapted for you. The practice does not guarantee that every 3D puzzle will work with your assistive technology.

07Ready to play?

Pick a room: Bonnie & Clyde · Retro Rewind · The Last Train · The Last Testament · The Hollywood File. Playing with colleagues? See how it works for teams.