Support Policy

Last updated: November 14, 2026

This page explains how to get help with Clockwork Ascent, NullRoute, and Cloud Media Player from Mike Kostersitz.

Contact

Email support@kostersitz.com with the subject line starting with the app name (e.g., “Clockwork Ascent — “).

Support hours: Email support; replies are not available in real time.

Typical response time: 2–5 business days. During a major update period, response may take up to 7 business days.

Supported languages: English

Do not send passwords, payment card numbers, Apple ID or Microsoft account credentials, or cloud storage credentials in support messages.

What we can help with

Installation and launch problems
Crashes and unexpected behavior
Saving and loading progress (Clockwork Ascent, NullRoute)
iCloud sync issues (Apple platforms only)
Cloud storage connection issues (Cloud Media Player)
Supported file formats and playback problems (Cloud Media Player)
Accessibility questions
General gameplay questions (Clockwork Ascent, NullRoute)

Purchases, subscriptions, and refunds are handled by the store where you purchased the app. Contact Apple Support at apple.com/support for App Store purchases, or Microsoft Support for Microsoft Store purchases. We cannot process refunds directly.

Troubleshooting steps to try first

Force-quit and relaunch the app.
Check for an update — many issues are fixed in the latest version.
Restart your device.
Check your internet connection (Cloud Media Player requires a connection to your cloud provider).
Re-authorize cloud storage if Cloud Media Player loses access — go to the app’s Settings and reconnect your cloud account.
Check iCloud status at apple.com/support/systemstatus for sync issues (Apple platforms only).
Windows only: Check that your antivirus or firewall is not blocking the app. Try running the app as your normal user account, not as administrator.

Do not delete and reinstall the app to fix a crash unless instructed — this may delete local save data.

What to include in a support request

App name and version (found in the store listing or the app’s About/Settings screen)
Device or computer (e.g., iPhone 15 Pro, iPad Air M2, MacBook Pro M3, Windows 11 PC with GPU model if relevant)
OS version (iOS 18.1, macOS 15.2, Windows 11 24H2, etc.)
Steps to reproduce — what you did, in order, and what you expected
What happened instead — including any error message, word for word
Whether the problem started after a specific update
Screenshots or screen recordings — helpful for visual bugs; remove any personal information before attaching

We handle support requests as described in the Privacy Policy.

App-specific notes

Clockwork Ascent

Available on iPhone, iPad and Mac. Progress is saved on each device and does not sync between devices through iCloud. Restoring a device backup brings its progress back.
Purchases are tied to your Apple Account. On a new device, use Restore Purchases on the game’s Store screen to unlock the chapters you own.

NullRoute

Available on iOS, iPadOS, macOS, and Windows. Settings and progress are stored locally. On Apple platforms, they can optionally sync via iCloud. On Windows, saves are stored locally only — there is no cross-platform sync between Apple and Windows at this time.

Cloud Media Player

Available on iOS, iPadOS, macOS, and Windows. The app requires permission to access your cloud storage. If access is revoked or expires, go to the app’s Settings and reconnect to restore it.
Supported cloud providers and file formats are listed in the app’s Help section. We cannot add support for a provider or format outside an app update.

Limits

We provide best-effort support for the current release and the previous major version. Older versions may not receive dedicated support. We do not provide support for jailbroken or sideloaded configurations on Apple platforms, or for versions obtained outside the official Microsoft Store on Windows.

For support, email support@kostersitz.com. To report a bug, see the Bug Reporting page.