Help Centre
Answers about playing, accounts, publishing games, creator plans and payouts. Ask the assistant, or browse the topics below. If your question is not covered, write to support@playhatch-demo.duckdns.org.
An automated assistant. It answers from this Help Centre only.
No. Every game on Playhatch is free and runs in your web browser on desktop, tablet and mobile. Open a game's page and press Play; there is nothing to install.
You do not need an account to play. An account lets you rate and review games, comment, follow creators and get notifications when they publish something new.
Games are made by independent creators with different engines, so most problems come from the browser or the device. Reload the page, close other heavy tabs, and update your browser to a recent version of Chrome, Edge, Firefox or Safari. Some games built with Godot, Unity or similar engines need features that only recent browsers support.
If a game still does not work, use the Report button on its page and choose the reason that fits. Our moderators look at reported games and can ask the creator to fix them.
If the creator built saving into the game, it saves progress in your browser, on the game's own isolated domain. That progress stays on the device and browser you played on. Clearing your browser's site data, or playing in a private window, removes it.
Your Playhatch account does not store game saves, and games cannot read your account details or our cookies.
Select Sign up, enter a display name, a username, your email address and a password of at least 8 characters, tick the box to accept the Terms and Conditions and the Privacy and Cookie Policy, and select Create account. Where the page shows Google, GitHub or Discord buttons, you can use one of those accounts instead, after ticking the same box.
We record the date and the version of the terms you accepted. After sign-up we email you a link to confirm your address. It stays valid for 24 hours, and you can send a new one from Settings.
The box confirms that you accept the current Terms and Conditions and have read the Privacy and Cookie Policy. We ask on every sign-in so that your acceptance always matches the version in force, and we store the date and the version for our records.
The Log in button, and the Google, GitHub or Discord buttons, stay disabled until the box is ticked.
On the login page select Forgot password?, enter the email address of your account, and we send you a link to choose a new password. The link expires after 1 hour. For your security, resetting the password signs you out on every device.
If no email arrives, check your spam folder, then write to support@playhatch-demo.duckdns.org from the email address of your account.
Open Settings from the menu under your avatar. There you can change your display name, avatar, banner, biography, website and social links, change your password, send a new verification email and sign out of other sessions.
In the same place you choose which notification emails you receive: reviews of your games, community activity and payouts. To change the email address of your account, write to support from that address.
Write to support@playhatch-demo.duckdns.org from the email address of your account and ask us to delete it. We may ask you to confirm the request, then delete your account and personal data and tell you when it is done.
Records of payments, earnings and payouts are kept for as long as tax and accounting law requires, as our Privacy and Cookie Policy explains. Creators can also unpublish or delete individual games at any time from the creator dashboard.
Strictly necessary cookies keep you signed in, protect sign-in with Google, GitHub or Discord, remember the studio you work in on the creator dashboard and store your cookie choice. They are always on.
With your permission we also set one anonymous analytics cookie that lets creators count unique players, and load our Trustpilot reviews. We do not use advertising trackers. Change your choice at any time with Cookie settings at the bottom of every page. The full list is in our Privacy and Cookie Policy.
Creators see totals for their own games: views, plays, unique players, play time, completions and the types of device used. They never see who played, your IP address or your location, and our game statistics never store IP addresses.
Your public profile, ratings, reviews and comments are visible to everyone, including creators.
Write to our Data Protection Contact at privacy@playhatch-demo.duckdns.org. You can ask for a copy of your data, for it to be corrected or deleted, or object to how we use it. We may ask you to confirm your identity first.
The Privacy and Cookie Policy describes your rights under UK GDPR and EU GDPR in full, including your right to complain to a data protection authority.
Create an account, then turn on creator features: tick I want to publish my own games when you sign up, or choose Become a creator from the menu under your avatar.
You then get the creator dashboard, where you upload games, follow their analytics, track earnings and manage your plan. Every creator starts on the Free plan.
Any HTML5 game that runs in a browser: plain JavaScript, Phaser, PixiJS, three.js, Construct, GameMaker HTML5, Godot web exports, Unity WebGL builds and similar. Upload a .zip file with an index.html file at its root.
Each plan sets the largest archive you can upload, its size once extracted and the number of files it may contain; the limits are listed on the pricing page and in Dashboard → Billing. Archives with server-side code, executables, unsafe paths, symbolic links or suspicious compression are rejected automatically. The game, its images and its description must follow the Content Guidelines.
When you submit a game, a moderator checks that it loads, works as described and follows the Content Guidelines. The moderator approves it, asks for changes, or rejects it, and you always receive the reason. Approved games go live straight away.
Updates to a live game are reviewed the same way while players keep playing the current version, so your game stays online. You can follow the status of every submission in Dashboard → Games.
Yes. In Dashboard → Games you can unpublish a live game, withdraw a submission that is waiting for review, or delete a game at any time.
Older builds beyond the number the platform keeps are removed from storage automatically; the build players see is always kept.
Yes. You keep ownership of everything you publish. By publishing you grant Playhatch a non-exclusive licence to host, show and promote the game on the Platform for as long as it is published, as set out in our Terms and Conditions.
Only upload games and assets you own or have permission to publish. Unofficial clones that use another game's name or assets are not allowed.
The Free plan costs nothing and lets you publish a small number of games with basic analytics. The paid Creator, Pro and Studio plans raise the number of games you can publish and the upload size limits, and add advanced analytics with longer history, device breakdowns and CSV export. Pro and Studio add team seats, and Studio adds a studio profile.
Current prices and limits are listed on the pricing page and in Dashboard → Billing. Players never pay anything.
Paid plans are charged monthly by credit or debit card. We accept Visa and Mastercard. You enter your card details on our payment provider's secure page, so they never reach our servers, and we do not store full card numbers. Prices are shown in US dollars.
If the Billing page says online payments are not available yet, write to support@playhatch-demo.duckdns.org and an administrator can set up your plan.
Yes. Paid plans renew automatically every month at the price shown until you cancel. To cancel, open Dashboard → Billing and choose Downgrade to Free. Your plan stays active until the end of the period you have paid for and is not charged again.
Games that are already live stay live; you just cannot submit more than the Free plan allows. If you change your mind before the period ends, choose Keep my subscription on the same page.
Yes, within 30 days of a payment, if you have not used the plan's extra limits in the period it covers, for example by publishing more games than the Free plan allows, uploading a larger build or inviting team members. The same applies to a renewal you did not intend, if you cancel and ask within 30 days of it.
Write to support@playhatch-demo.duckdns.org from your account's email address with the date and amount of the payment, as shown in Dashboard → Billing. Approved refunds go back to the card you paid with, and banks usually take several business days to show them. The Refund Policy has the full rules.
As soon as the payment is confirmed. The new limits apply to your account straight away, and Dashboard → Billing shows your plan and the date it renews.
If your plan does not appear, check the payment history on the same page, then contact support with the date and amount of the payment. The Delivery Policy explains this in full.
Revenue attributed to your games is shared as shown in your dashboard, currently 90% to you and 10% to Playhatch, calculated after payment provider fees, refunds and chargebacks. Every transaction and its split appears in Dashboard → Earnings.
Revenue sources such as advertising around games, paid games, in-game purchases and donations are being rolled out. We never show earnings that have not actually been made.
New earnings stay pending for a hold period, shown on the Earnings page, to cover refunds and chargebacks; then they become available. Once your available earnings reach the minimum, add a payout email address in Settings and request a payout from Dashboard → Earnings. You can have one open request at a time.
Our team reviews each request and sends the payout by PayPal, Wise or bank transfer to your own account, and its status updates on the Earnings page. We may ask you to confirm your identity before paying, as our AML Policy explains.
On plans with team seats you can invite people from Dashboard → Team as Manager, Developer or Analyst. Each role sees and does only what it needs, and team members switch between their own account and your studio in the dashboard.
Earnings, billing, your studio profile and the team itself stay with you, and everything the team does counts against your plan.
Use the Report button on the game, review, comment or profile and choose the reason. Reports go to our moderators, who can hide content, suspend games or suspend accounts under the Content Guidelines.
Games run in a sandbox on a separate domain, so they cannot reach your account or our cookies even before a report is handled.
Ask the assistant at the top of this page first: it answers from this Help Centre. For anything else, write to support@playhatch-demo.duckdns.org from the email address of your account, so we can find it, and mention the game, page or payment your question is about.
General enquiries go to info@playhatch-demo.duckdns.org and privacy questions to privacy@playhatch-demo.duckdns.org. Customer feedback is actively reviewed to maintain high service standards and timely support.
Still stuck? See Contact us for every way to reach the team.