Support

Support

Where your shop is kept, what to send when something goes wrong, and who to send it to. Alchemess is made by two people, and a mail with a log file attached gets fixed faster than one without.

Where your shop is saved

Alchemess autosaves every ten seconds while you tidy and again when you quit. There is one shop per account and no manual slots. On Windows, launched through Steam, it lives here:

%LOCALAPPDATA%\Alchemess\<SteamID64>\

The folder is named after your 17-digit SteamID64, so a full path looks like C:\Users\<you>\AppData\Local\Alchemess\76561198012345678\. Launched outside Steam — on Epic, or during development — it uses %LOCALAPPDATA%\Alchemess\local\ instead.

Inside you will find:

  • AlchemistProgress.json — the shop itself: every bottle you have shelved
  • AlchemistSettings.json — your graphics, audio and input settings
  • AlchemistAchievements.json — local achievement state

Backing up and restoring

Close the game, copy the folder somewhere safe, and that is the backup. To restore it, put the folder back with the game closed. Steam Cloud syncs the same folder on Steam; if Steam offers you a cloud conflict dialog after playing on two PCs, pick the version whose play time looks right — the game cannot merge two shops for you.

If you played a beta build, your old save lived in the install folder. The game copies it across once, automatically, and never deletes the original.

Log files, crash dumps and diagnostics

These sit in the game's own install folder, under Steam's steamapps/common:

  • <install folder>\Alchemist\Saved\Logs\Alchemist.log — the current run. Earlier runs are kept beside it as Alchemist-backup-<date>.log.
  • <install folder>\Alchemist\Saved\Crashes\ — crash dumps
  • <install folder>\Alchemist\Saved\Diagnostics\ — the first-launch hardware benchmark and diagnostic reports

For most problems, Alchemist.log, the Crashes folder and AlchemistSettings.json are the three files worth attaching.

Before you send a log: it contains your Windows user name inside file paths, and your SteamID64. Neither is secret, but both are yours. Open the file in a text editor and replace them if you would rather not share them — a redacted log is still a useful log.

Common problems

The game runs slowly

Update your graphics driver first; it fixes more than anything else on this page. Then lower the graphics preset, cap the frame rate at 30 or 40, and turn on DLSS or FidelityFX Super Resolution if your card supports it. Ray tracing and the path-traced mode are off by default — if you switched one on, switch it back. The full list of settings and the specs the game was built against are on system requirements.

My controller is not working

Xbox-layout pads work through XInput; PlayStation, Switch and Steam Deck controllers go through Steam Input, so check that Steam Input is enabled for the game in its Steam controller settings. Every binding can be remapped in game. In couch co-op, players 2 to 4 each need their own gamepad — there is no second keyboard seat.

We cannot join each other

Check the six-character room code character by character, and check that the host is still in their shop — if the host leaves, the session ends, and version 1 has no rejoin-in-progress. Online play needs outbound UDP but no port forwarding. Steam and Epic players can join the same room. More detail on the co-op page.

The game is not in my language

It ships fully localised in nine store languages — English, German, French, Russian, Japanese, Simplified Chinese, Thai and both Brazilian and European Portuguese — down to the printed labels. If yours is not among them, the Label Maker will build you a set of names in the browser.

I want a refund

Refunds are handled by the store you bought from, under its own policy — Steam's for Steam, Epic's for Epic. We cannot refund a purchase we did not take. See the Game Licence for the detail.

Reporting a bug

Send it to info@alchemessgame.com. The more of this you can include, the faster it gets fixed:

  • What happened, and what you expected instead
  • What you were doing just before — carrying a bottle, joining a room, opening a menu
  • Whether it happens every time, or once
  • Your Windows version, processor, graphics card and driver version
  • Whether you bought on Steam or Epic, and whether you were in single-player, couch co-op, online co-op or versus
  • The room code, if it happened in multiplayer
  • Alchemist.log and the Crashes folder
  • A screenshot or short clip, if the problem is something you can see

Still stuck

Email support