Mimir support

We are a small team and we read every message. Here is how to reach us and how to sort out the common things yourself.

Contact us

Email info@shieldwallgames.co.uk.

The quickest way is from inside Mimir: wherever something goes wrong, choose Report this problem. It opens an email with the details we need already filled in (the screen, the message you saw and your Mimir version). It never includes your worlds, and you can read it before you send it.

We aim to reply within 2 working days (Monday to Friday, UK time).

Priority support (LOREMASTER)

LOREMASTER includes priority support. Emails you send from inside Mimir while signed in are marked [Priority] automatically, and we answer them first. We aim to reply within 1 working day.

If you write from your own email program instead, start the subject with [Priority] and send it from the address on your Mimir account, so we can find your plan.

Priority support means you go to the front of the queue. It is not a guaranteed response time or a service-level agreement.

Billing help

See or change your plan: in Mimir, open Marketplace → Subscription.
Change your card, download invoices, or cancel: open Marketplace → Billing → Manage billing details. This opens our payment provider's (Stripe's) secure billing page.
Cancelling: you are not charged again, and your plan keeps working until the end of the period you already paid for. Your worlds are never touched.
Renewal reminders: we email you 15 days before every renewal. You can turn these off in Account → Notifications.
A payment failed: we retry 3 times over 14 days, then pause your plan. We never cancel it. Update your card at Marketplace → Billing → Manage billing details and it starts again.

Refunds

First-time subscriptions, content packs, collections and credit bundles have a 14-day, no-questions refund. In Mimir, open Marketplace → Billing → Request a refund, or email us with what you bought and roughly when. Full details: Refund Policy.

Deleting your account

In Mimir, open Account → Data & account → Delete this account.

If you have a plan that renews, cancel it first.
Deletion happens 30 days later, so you can change your mind. Until then you can cancel it from the Account screen, and export your account data.
Your worlds are files on your own computer. Deleting your account does not delete, move or change them.

Common questions

My sign-in code has not arrived. Codes come from noreply@shieldwallgames.co.uk within a minute. Check your spam or junk folder. You can ask for a new code after 60 seconds. Each code works once and lasts one hour.

Windows says "Windows protected your PC". Choose More info → Run anyway. Download Mimir only from our download page.

Does Mimir work offline? Yes. After you have signed in once, everything except Mimir AI and the online features works without an internet connection, including your plan's paid features for up to 7 days from the last time Mimir checked your plan. Connect once within those 7 days to keep paid features working.

Where are my worlds? In the folders you chose when you made them. They are plain markdown files you can open in any text editor.