Frequently Asked Questions

General Company Information and Customer Support

  • What products and services do you offer?
    • Game Oracle currently offers a data analysis tool called Data Explorer that can be used to analyse the entire catalogue of games on Steam. Data Explorer can be accessed by subscribing to our Standard tier. This tier will include a new tool currently in development named ‘Game Gap’, empowering users to discover potentially profitable game ideas by identifying underserved audiences.
    • Game Oracle also offers a range of data analysis services via our Enterprise tier. Customers can access these services by submitting a quote enquiry detailing the project they wish to carry out with us.
  • Who is VespiTech Ltd?
    • VespiTech Ltd is the name of the company through which we operate the Game Oracle platform and our indie game studio, Naughty Wasp. It’s still operated by the two of us (Ross and Jennie), but by law we have to put our company name on our Terms of Service, Privacy Policy and Stripe rather than Game Oracle for full transparency.
  • Where is your company located?
    • We are based in the United Kingdom, but Game Oracle is available to game industry professionals worldwide.
  • Where can I find user manuals or guides?
    • You can find them in the Help section at the top of your screen after you log in to your account.
  • How can I contact customer support?
    • Please e-mail support@game-oracle.com with any questions you have. We aim to reply within 5 business days, but we will endeavour to get back to you sooner.
  • How long do I need to wait for a response from customer support?
    • Because we’re a small team of 2, we aim to reply to your email within 5 business days, but we will endeavour to get to you sooner.
    • Please check your spam before following up on your query.

Enterprise Services

  • How long will it take you to complete a project that I’ve requested?
    • Each project that we undertake is unique and so the time for completing each different project will vary. After you’ve completed a quote and we’ve confirmed that we’re able to carry out the project, we’ll give you a timeline for completion.
  • Why are you unable to fulfil some project requests?
    • We want to deliver accurate and actionable outcomes for projects we undertake, which means that sometimes we have to say no to projects that we don’t have the specific knowledge or tools to complete.
    • Additionally, there are only two of us available to complete Enterprise projects which means that we may be unable to fulfil time-sensitive projects during busy periods. However, we will endeavour to complete projects that are not time-sensitive at a later date providing you are happy to wait.
  • How often will you send me updates on my project?
    • The frequency of updates on your project will depend on your preferences and the length of the project. Some projects may not need updates and some may need a few to re-align and make sure we’re going in the right direction.
    • We will agree on an update schedule with you during your initial consultation to make sure you know exactly what to expect while we complete your project.
  • How do I pay for an enterprise service?
    • Once a project is complete, we will send you an invoice and a secure payment link via Stripe, our payment partner.
  • Why does my invoice say VespiTech Ltd instead of Game Oracle?
    • VespiTech Ltd is the name of the company through which we operate the Game Oracle platform and our indie game studio, Naughty Wasp. It’s still just us two that run it (Ross and Jennie), but by law we have to put our company name on Stripe rather than Game Oracle for full transparency.

Account Management

  • How do you keep my personal and account information safe?
    • We protect your personal and account information using industry-leading security measures, including Firebase Authentication and secure cloud infrastructure, with data encryption both in transit and at rest, ensuring your sensitive information remains confidential and protected against unauthorized access.
  • How can I reset my password?
    • If you signed up with your e-mail and created a password, you can click (forgot password) when you sign in.
    • Alternatively, sign-in to your dashboard, click the icon in the top right hand corner and go to your account settings.
    • If you sign-in using Google or Gihub, you will need to change your password with them.
  • How do I edit my account information?
    • Sign-in, click the icon in the top right hand corner and go to account settings.
  • Can I delete my account?
    • You can permanently delete your account by logging in and navigating to your account settings.
    • You will need to cancel any active subscriptions before you can delete your account.
    • If you delete your account before the end of your subscription period, you will not be refunded for the remaining days of your subscription.
    • Please note that we cannot recover deleted account information and if you wish to use Game Oracle tools in the future, you will need to create a new account.

Payments

  • How do you process payments securely?
    • We use Stripe to securely process subscription payments. Stripe are used by millions of companies worldwide. You can find their privacy policy and how it relates to you in Section 1.2 here: https://stripe.com/gb/privacy.
  • What happens if I’ve paid, but I can’t access my account?
    • If you experience any problems with accessing your account and/or using Game Oracle tools, please contact us immediately via support@game-oracle.com. We aim to reply to support requests within 5 business days.
    • We cannot accept responsibility for technical issues that occur on your side, such as internet loss or computer failure.
  • Can I change or cancel my subscription?
    • Yes, you can cancel your subscription at anytime in your account settings.
    • You can upgrade from a monthly subscription to an annual subscription via your account settings. After payment, the change will take effect at the start of your next billing cycle.
  • What happens when I cancel my subscription?
    • When you cancel your subscription, you will be able to use Game Oracle tools for the remainder of your billing period.
    • For example if you paid for a month’s subscription on the 15th June, you will be able to use Game Oracle until midnight on the 14th July.
    • If you paid for an annual subscription on 15th June, you will be able to use Game Oracle until midnight on the 14th June the following year.
    • If you cancel your subscription, you will be able to retain your account and the information associated with it for a period of 12 months as per our Privacy Policy.