Ember Vale support wiki

Windows save files after an update
If an Ember Vale save appears missing on Windows, close the game before making changes. Copy the entire folder %USERPROFILE%\AppData\LocalLow\PixelFoundry\EmberVale\Saves to a separate backup folder. Do not delete or overwrite the original save files.
Check that Steam is signed in to the same account that you used before the update. Let Steam Cloud finish synchronizing before starting the game again. If Steam shows a cloud conflict, stop and ask in #support rather than choosing an overwrite option. If the save is still missing, report the game version and the steps you tried in #support. These steps are also listed in #support-guide. Recovery is not guaranteed.

Console save files after an update
Check that you are signed in to the same console profile and that cloud sync has finished. Do not delete console save data or reinstall as an initial recovery step. If the save remains missing, ask in #support with the console model and game version. Windows file paths do not apply to consoles.

Launch error EV-204
EV-204 means that Ember Vale could not finish reading its local settings. Close the game, restart the launcher, and try once more. If EV-204 returns, report it in #bug-reports with the platform, game version, and a redacted screenshot. Do not delete save files as a workaround.

Refunds
The storefront that processed the purchase decides refund eligibility under its own policy. Contact that storefront's support to request a refund. Pixel Foundry Helper cannot approve refunds, check a purchase, or promise that a request will be accepted. Do not post receipts or payment details in a public channel.
