FAQ — Monument Valley by ustwo™ games (2024)

Due to the large volume of emails we receive on a daily basis, we've compiled this handy FAQ to help streamline our customer support.If you cannot find an answer to your question here, please drop an email to:support@monumentvalleygame.comand we'll try to get back to you as soon as we can.

General questions

When are you going to make more chapters?
For now, we believe Ida's story has been concluded.

There’s no Ida at the beginning of Chapter 7! Have I broken the game?
Rest your weary eyes for a moment. Nothing is broken, Ida is safe, sound and simply waiting for you to solve the puzzle.

How do I bring over my Forgotten Shores purchase to my other device(s)?
A “restore purchases” feature has been implemented in the game to provide this functionality. Found in the settings menu (top right button on the Monument Valley main menu screen), tap this button while connected to the Internet and logged into the same iTunes/Google Play/Amazon/Windows account you purchased the levels with.

I uninstalled the game, how do I get back my Forgotten Shores/Ida's (RED) Dream purchases?
Please refer to the above answer.

How can I get Ida’s (RED) Dream?
Ida’s (RED) Dream was available for a limited time only in partnership with the Apple App Store and the Product RED charity.
For any players who purchased the game during November 24th and December 7th, Ida’s (RED) Dream was included as part of their donation to the Product RED charity.
For other players who purchased the game before November 24th, Ida’s (RED) Dream was available as a separate 69p donation to the Product RED charity.

I purchased Ida's (RED) Dream and would like to try out Ida's Dream instead, how can I do this?
If you purchased Ida's (RED) Dream as a separate in app donation during the (RED) promotion, you can enable Ida's Dream by doing the following:

1. Set your device to flight mode.
2. Open Monument Valley.
3. Open the settings menu (top right button on the main menu).
4. Select "reset save progress".
5. You will now have access to Ida's Dream instead of Ida's (RED) Dream. (If at any time you wish to change back to Ida's (RED) Dream, you simply need to use the "restore purchases" option in the settings menu.

If you purchased the game for the first time during the (RED) promotion and Ida's (RED) Dream was included, there is currently no way to access Ida's Dream.

Will Ida’s (RED) Dream ever come back or to other platforms?
Due to the aforementioned partnership, Ida's (RED) Dream is only accessible for users of the Apple App Store.
All other users are able to play the chapter as Ida's Dream as of update 2.3.0.

Will you release the game on PC/Mac/Wii U/PS4/Xbox One etc?
Monument Valley was designed as a touch screen, portrait-orientation experience. As such, we currently have no plans to bring the game to any of those platforms.

Where can I get official Monument Valley merchandise?
Art prints, postcards, t-shirts, plushies and more can be purchased from: iam8bit.
The official soundtrack is available on: iTunes, Google Play, and Amazon.

How do I change the language?
Monument Valley has been designed to read and match the language you have set on your device. To switch language, you will need to change the language of your device from the Settings menu.

I can't complete chapter 5 in Forgotten Shores!
This is a part of the puzzle, don't forget about your friend *hint* *hint* *hint*.

I can't download the game!
As we don't host any of the downloads on our own internal servers, we're afraid there isn't much we can do from our side except suggest you restart your router, close the App/Google Play/Amazon App/Windows Store application and try again. If your connection problems persist, it might be worth getting in touch with your Internet service provider.

I bought the game for my Apple/Android/Windows device and have now changed to a different type of device, can I transfer my purchase over?
Unfortunately there is no way to transfer purchase histories across different operating systems, you will need to purchase it for the new device using the appropriate store.

I think I’ve found a bug, what should I do?
Please get in touch! We do try our best to ensure the game is as perfect as possible on all of our supported hardware, but occasionally something does slip through the net.
Please send an email to support@monumentvalleygame.com, including as much information about the bug as possible, including your device model, operating system, version of the game installed, and where possible, a screenshot.

iOS users

Why am I not getting any audio?
Your device is likely set to mute, most other apps ignore this setting, but we respect it.Please check your side switch to see if it’s on!

My side switch is set to orientation lock, not mute, and I’m not getting any sound, why?
It’s possible your device was set to mute when you changed the function of the side switch to orientation lock. Please do the following:

1. Open Settings.
2. Select General.
3. Set the side switch back to mute.
4. Toggle mute on and then back off.
5. Set the side switch back to orientation lock.

How do I synchronise my progress across my different iOS devices?
Monument Valley uses Apple’s built-in iCloud service to backup and restore your save progress. Ensure you're logged into the same iCloud account on all of your devices, and connected to the Internet. All the rest will happen as if by magic.

The game doesn't work on my 4th generation iPod Touch!
We're afraid the iPod touch 4th generation is not supported due to the specifications of the hardware. There's no way for us to hide the game from the App Store on these devices, we have written this in the store description, but still, apologies for any inconvenience caused after downloading and discovering the game would not work on your device.

Android (Google Play) users

I’m getting a crash on boot, can you help?

1. Uninstall the game from your device.
2. Disconnect your phone from WiFi.
3. Open the Settings app on your device.
4. Select Applications.
5. Clear the cache for the Play Services app.
6. Clear the cache for the Play Store app.
7. Reconnect your device to WiFi.
8. Try to re-download the game.

The Play Store says my device isn’t compatible, why?
Monument Valley requires a device with at least 1GB of memory and a capable GPU (at least Mali 400 or equivalent) to run properly.
Devices which don’t meet these requirements are listed as incompatible to prevent any disappointment, as they won’t have enough memory to load the later, larger levels of the game. If you do experience problems running the game, please get in touch at support@monumentvalleygame.com and we’ll do what we can to help.

How do I synchronise my progress across my different Android devices?
Monument Valley uses Google’s Play Games service to backup and restore your save progress. Ensure you're logged into the same Play Games account on all of your devices, and connected to the Internet. All the rest will happen as if by magic.

I get error code [xxx] when trying to download, help!
The 3 digit error codes some players encounter when downloading from the Google Play Store can be very confusing, but this guide will help you work out what the problem is and get your Play Store working correctly:https://www.androidpit.com/how-to-solve-google-play-store-errors

Android (Amazon) users

Why do I keep getting an “app not installed” message on my device?
There appears to be an issue with the Amazon Appstore which causes problems when attempting to install larger apps on some devices.

To fix this:

1. Open the Settings app on your device.
2. Select Storage.
3. Unmount your SD card.
4. Download the game from the Amazon Appstore again.
5. Go back to the Settings app.
6. Select Storage again.
7. Re-mount your SD card.

You should be able to move the game back to the SD card after the game installs.