Support

Questions about one of our games? Pick your game and find your answer below, or get in touch and we'll help.

Purchases & refunds

Where can I buy your games? GuideUnsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
How to request a refund on Steam, iOS and Android GuideUnboxing the Cryptic Killer, Parallel Experiment
Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Yes, each player needs their own copy of Unboxing the Cryptic Killer or Parallel Experiment. That's why we keep the price lower: two copies cost about as much as one full-price co-op game with a free "friend's pass" for the second player. Unsolved Case is free, so both of you can simply download it.

Before releasing Unboxing the Cryptic Killer, we asked our community which model they prefer: one full-price copy with a friend's pass, or two copies at half the price. It was close, but most players chose two copies, because:
- it's easier to split the cost: each player simply buys their own copy
- it's easier to play with someone you've just met, for example a partner from our Discord server
- there's no confusion between a full and a free version of the game
Many co-op puzzle games work the same way, for example the We Were Here series and The Past Within.

Thanks to cross-play, each of you can get the game on the platform you prefer: Steam, iOS or Android.
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Unboxing the Cryptic Killer, Parallel Experiment
No. Our games support Steam Family Sharing, so members of your Steam Family can play a game you own. But Steam lets only one person play a shared copy at a time, and our games need two players at the same time. To play together, you need two copies: for example, one from your library and one bought by another family member.

Unsolved Case is free, so you can both simply download it. Read more in Do both players need to buy the game?
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Playing together

How to start a game with your partner GuideUnsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
No. Unsolved Case, Unboxing the Cryptic Killer and Parallel Experiment are designed as co-op experiences, so it is not possible to play them in single-player mode. Playing with friends, family or colleagues allows for diverse problem-solving puzzles, and pushes our players to communicate well together and think outside the box.

We believe that the co-op experience is a trade-off worth making for an even more enjoyable and challenging puzzle experience!
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Don't worry! Head over to our Discord server and look for the "Find a Detective" channel. You can join it and connect with other players looking for a partner to play with. It's a great way to meet new people and make friends who share the love for puzzle games!
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Yes, technically you can play our games on two different devices by yourself. However, playing alone on two devices may not provide the same level of excitement and challenge as playing with a partner.

At their core, our games are co-op experiences where two players work together to find hidden clues, crack the codes, and communicate to solve the puzzles. So while it is possible to play by yourself on two devices, we definitely recommend finding a partner to play with for the best experience! Looking for one? Join the "Find a Detective" channel on our Discord server.
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Yes. Unsolved Case, Unboxing the Cryptic Killer and Parallel Experiment are available on Steam, iOS and Android, and are fully cross-play enabled: you can play together no matter which of these platforms each of you uses. You'll find the links to each store in Where can I buy your games?, and the supported devices, controllers and Steam Deck in Which devices can I play on?

Our games are also coming to the Epic Games Store.
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
You can play our games on:
- Windows and macOS through Steam
- iPhone and iPad through the App Store
- Android phones and tablets through Google Play
There's no native Linux version. Every platform plays with every other one, so you and your partner can each use a different device. A bigger screen makes it easier to spot the details, so a tablet or computer is more comfortable than a phone.

Steam Deck and controllers:
- Parallel Experiment is Steam Deck Verified and supports controllers.
- Unsolved Case has full controller support since version 1.7.0. It switches automatically between mouse and keyboard, touchscreen and controller.
- Unboxing the Cryptic Killer runs well on Steam Deck, but some button prompts may not match your controller.
You'll find the full system requirements on each game's Steam page: Unsolved Case, Unboxing the Cryptic Killer and Parallel Experiment.
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Unfortunately, our games don't have built-in voice communication. We recommend using the voice channels on our Discord server (Walkie Talkies), or your other favourite voice chat app (such as Zoom, Facebook Messenger, or good ol' fashioned mobile phones). This will allow you to discuss clues and strategies in real time!
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Yes, an internet connection is required at all times to play our games. They are online co-op games, so you and your partner stay connected to each other while you play. Achievements and updates need an internet connection too.

Having trouble connecting? See our connection issues guide.
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About the games

Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Every puzzle has built-in hints. Open the puzzle close-up and select Hint in the top right corner. The first hints give you a nudge in the right direction, so you can still solve the puzzle yourselves, and the last one usually shows the solution.

Before you reach for a hint, talk it through with your partner: the missing piece is often on their screen, not yours.

Still stuck? Ask other players on our Discord server, or watch the Parallel Experiment walkthrough on YouTube.
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Yes, you can stop and come back later. How the game saves depends on the game:
- Unsolved Case and Unboxing the Cryptic Killer save your progress between levels. If you stop in the middle of a level, you'll start that level again from the beginning.
- Parallel Experiment saves automatically all the time, and supports Cloud Saves on all platforms: your progress is backed up online, so you can continue on another device or recover your save if needed.
The save is stored only on the host's device, the player who selects Create Game. To continue later, the same player has to create the game again, and the partner joins with the new invitation code. The partner can be someone else this time. See How to start a game with your partner.

If one of you loses the connection, the game tries to reconnect automatically. If it can't, you'll return to the main menu. Create the game again and continue from the last save.

Lost your progress in Parallel Experiment? See Where to find Parallel Experiment save files.
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
The voice-over is in English. The text in our games is available in these languages:
- Unsolved Case: English, Czech, French, German, Italian, Japanese, Korean, Polish, Portuguese (Portugal), Russian, Simplified Chinese, Spanish (Spain), Spanish (Latin America) and Turkish
- Unboxing the Cryptic Killer: English, French, German, Indonesian, Italian, Japanese, Korean, Polish, Portuguese (Brazil), Russian, Simplified Chinese, Spanish (Latin America) and Turkish
- Parallel Experiment: English, French, German, Italian, Polish, Russian, Simplified Chinese, Spanish (Latin America) and Turkish
You can change the language in the game's options. You and your partner can each play in a different language.
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
There's no separate colorblind mode, because our games are designed to be colorblind-friendly from the start. In our puzzles, colors either don't matter for the solution, or, when you need to describe them to your partner, they also come with unique patterns or textures. This way, players who don't see colors can solve them too.

If you still get stuck somewhere because of colors, please let us know at support@elevenpuzzles.com. We'll fix it!
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Unsolved Case
There is no catch! Unsolved Case is free to play because we want to give players the opportunity to dip their toes into the Cryptic Killer series. It also serves as a prequel to our other games and gives players a taste of the kind of gameplay and puzzles they can expect from our other titles.

There are no ads or in-app purchases in the game. It's a complete game that you can enjoy without any interruptions or hidden costs, and it will remain free forever.

We hope you'll enjoy playing and we look forward to your feedback!
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Unsolved Case
Yes, Unsolved Case is a complete game packed with twists and turns, puzzles, and a full story. However, as many of our eagle-eyed players have noticed, it does end on a cliffhanger, which is answered in the next game of the series, Unboxing the Cryptic Killer.
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Unboxing the Cryptic Killer, Unboxing the mind of a Cryptic Killer
These are two different games. Unboxing the Cryptic Killer is a title available on PC, iOS and Android, while Unboxing the mind of a Cryptic Killer is an online escape room game we designed a few years ago, played in a web browser.
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Parallel Experiment, Parallel Lab
These are two different games. Parallel Lab is an online escape room game from 2022, played in a web browser in teams. Parallel Experiment is a new, much bigger game for two players on PC, iOS and Android.

The names get mixed up because Parallel Experiment was first announced on Steam under the name Parallel Lab, and was renamed before its release. Read more in Parallel Lab is no more! It's Parallel Experiment now!
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Troubleshooting

Connection issues GuideUnsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Where to find Parallel Experiment save files GuideParallel Experiment
Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
This message means the game couldn't find a game matching the code you entered. Two things usually solve it:
1. Check the code carefully. Compare it with the code on your partner's screen, character by character. A single typo is enough for the game not to find it.
2. Make sure your versions are compatible. You can only join your partner when you both have compatible versions of the game. You'll find the version in the bottom right corner of the main menu: compare yours with your partner's, and if they're different, update the game on both devices to the latest version. Read more in Do we need the same version of the game?
Still can't join? See our connection issues guide.
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Yes. You can only play together when you both have compatible versions of the game, so before you play, update the game on both devices to the latest version.

You'll find the version in the bottom right corner of the main menu:

Parallel Experiment: version 2.0.0 and later aren't compatible with version 1.0.X. If you or your partner still have version 1.0.X, update the game. Your old save still works: loading it takes you straight to the new content.
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Please let us know about it as soon as possible! Report the bug on our Discord server or send an e-mail to support@elevenpuzzles.com. Please include as much detail as possible:
- a description of the bug
- the steps to reproduce it
- screenshots or videos that show the bug
- your device type and operating system version
This information helps us reproduce and fix the issue more quickly.
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Web games

Questions about our browser games, Unboxing the mind of a Cryptic Killer and Parallel Lab: access codes and playing in teams.

Buying & access codes

The code is valid for 1 year from the date of purchase. However, don't wait too long because the Cryptic Killer is lurking.
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You just use the same license key. Pay once for the whole team!
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Sure. You can give a purchased code to anyone. To play, they'll need a computer with internet access and at least one other person to play with.
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Sadly no, the code is for one-time use. Progress is saved as you go, so it's not possible to start the game again using the same code. If you leave the game and come back to it, your progress will be restored to the last known game state. After you complete the game, the code stays saved as a completed game, with no way to return to previous levels.
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You can buy multiple copies of the game via the website. When you hit the buy button, it opens our purchasing portal, which has a basket icon in the top left of the window. Click it to adjust how many copies you wish to purchase.
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The code for your game should be delivered instantly via e-mail. In the rare event you experience a problem, contact us and we will aim to sort it out as quickly as possible (please note that we are a European team and may not be available to answer in the middle of the night).
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We cannot help you in this situation. Try to contact this person so that they do not use the code you provided.
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Playing the game

No need. Parallel Lab is the second game in the series, but we designed it to be played comfortably as a standalone game.
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The game is designed for PCs, laptops or tablets. The bigger your screen, the better, so we don't recommend playing on smartphones, although if you want a challenge, then that's on you!
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Yes, there is nothing to stop you. We know that rushing can be a bad idea, especially when solving puzzles. The timer is there to add some pressure to stop the Cryptic Killer. However, the game's main goal is to have fun, so there's no issue with the timer running out, unless your pride gets hurt by it.
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Each puzzle has detailed hints. The first one generally points to the items you should use to complete the puzzle, and the last one gives the solution. The hints in between provide pointers to help you solve the puzzle yourself. You can find the hints under the light bulb icon on each item's screen.
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Sadly, you cannot change the language in the game. The puzzles are written in English. Besides, our detectives Steve "Old Dog" Kowalski and Allison Abernathy, as well as the Cryptic Killer, all communicate in this language. This is an international criminal case, but without international languages.
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No. The puzzles in the game are preset and do not have any options to tune difficulty.
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You cannot return to previous levels in the game. However, if you finish the level before the other team and they get stuck or need some information from you, you can always show them the necessary information using the in-game clue system.
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Within the same level, you can jump between puzzles. However, some puzzles change state once you complete them, and these cannot be returned to in their original form.
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We are afraid that's not possible. It's best to take a break in between levels, as we pause your game there. If you take a break in the middle of a level, even if you close the browser, the timer will keep ticking. The detectives are fighting for their lives, with or without you!
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Technically it is possible, but we encourage you to play the game in one session. Doing so will allow you to get more immersed in the atmosphere. The Cryptic Killer will be defeated sooner, and you will be able to celebrate foiling their plans. If you do need a break, the code you used to start the game will return you to the level that you stopped playing on.

The same applies if you lose your internet connection: once you're back online, use your code to resume the game where you left off.
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It is theoretically possible. If you want to switch teams, you have to exit the game and log in again. You will resume the game exactly where you changed roles. But let's be serious. You are undertaking a criminal case, and this is not kindergarten, so you can't act as if you have teleportation and body-swapping powers at your disposal. This is about the Cryptic Killer, not a science fiction story. If we make a game in a sci-fi world in the future, teleportation will be something we will look into, possibly even body-switching!
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It is absolutely necessary. Without cooperating with the other team you won't get far at all, and the Cryptic Killer will most definitely succeed. It is up to both teams to succeed in the mission to stop the Cryptic Killer.
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We recommend that you take notes during the game, so you may need paper and something to write with. A good mood is always a plus.
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Basically no. If one of your teams is in a different time zone, you have to decide which of you doesn't need that much sleep or can play well whilst tired. The game is so addictive that you will probably not fall asleep during it anyway: your brain will be turned up to maximum power.
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No, the counter will not stop when you interrupt the game.
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It's a closed game, so you shouldn't need any external help, such as Google, Google Maps or social media. All the information is in the game. It may just not be immediately obvious, as it wouldn't be an escape style game otherwise.
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The game is suitable for kids, but it's best if they have an adult in their team to help them, because some of the puzzles can be a bit tricky. The game does have a dark theme, which might not be suitable for very young kids: it is about a murderer, and there is talk of murders throughout. However, there is no blood, gore or jump scares. It's certainly a fun family activity, just possibly with slightly older kids.
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If you want to play in a larger group, you can. We have tested the game with a larger number of devices, and it worked well. However, since the game requires constant communication, more than 6 players will be challenging. The game can handle 6 individual screens, but you could have multiple people per screen. In the event of your failure, the Cryptic Killer will gladly increase their number of victims.
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No, this is not a game with a live avatar or host. The game is entirely digital and doesn't require communication with anyone outside of those you are playing with.
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Community

Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Thank you so much! We're so glad you enjoyed the game. There are a few ways you can help support us and our future games:
- Leave a positive review: a review on Steam, the App Store or Google Play helps others discover the game.
- Get the soundtracks: the music from our games is available on Steam: Unsolved Case Soundtrack, Unboxing the Cryptic Killer Soundtrack and Parallel Experiment Soundtrack.
- Get the Supporter Bundle: the Supporter Bundle on Steam includes Unboxing the Cryptic Killer, Parallel Experiment and all three soundtracks.
- Join our Discord community: our Discord server is a great way to stay up to date on our latest games, connect with other players, and give us feedback directly.
- Share the game with friends: sharing the game with your friends, family and on social media helps us reach a wider audience.
- Follow us on social media: follow us on X, Facebook, Instagram and TikTok to stay up to date on our latest news.
We greatly appreciate any support you can give us. It allows us to continue creating games that we hope you'll enjoy!
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Unsolved Case, Unboxing the Cryptic Killer, Parallel Experiment
Yes, absolutely! You can stream Unsolved Case, Unboxing the Cryptic Killer and Parallel Experiment, and make videos about them on YouTube, Twitch, TikTok or anywhere else. You can also monetize them, and you don't need to ask us for permission.

All the music in our games is our own, made for the games, so you can play it freely in your streams and videos without worrying about copyright claims.

We'd love to see what you make, so share it with us on our Discord server. Covering our games for a website or a magazine? Our press kit has materials you can use.
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More help

Stuck on a puzzle?

Select Hint in the top right corner of the puzzle. You can also ask other players on our Discord server, or watch the Parallel Experiment walkthrough.

Looking for a partner?

Join the "Find a Detective" channel on our Discord server and meet other players looking for someone to play with.

Game updates

New versions and fixes are announced in the patch notes on our blog.

Contact us

Didn't find an answer? Write to us at support@elevenpuzzles.com or ask on Discord. To help us solve the problem faster, please include:

the game and its version (shown in the main menu)
where you got it: Steam, App Store, Google Play or our website
your device and operating system, e.g. iPhone 13 with iOS 18 or Windows 11
what happened, and what you were doing just before
a screenshot or video, if you can

We're a small team from Poland, so we may not reply right away, but we read every message.