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FAQs

Xbox Game Pass Ultimate Offer

Unfortunately, no. The offer is only available for new subscribers purchasing a Backbone One.

Cloud gaming with Xbox Game Pass Ultimate is available in 22 countries across North America and Europe, plus South Korea. Visit xbox.com/regions for details. More countries will be added over time.

Most titles in the Xbox Game Pass library are available to play on your mobile device directly from the cloud. For an up-to-date list, please visit the Xbox game library.

Product Information

A - Please see our list of supported iPhones and iOS versions here.

A - At this time, Backbone One only works with the iPhone models listed here.

A - At this time, Backbone One only works with the iOS devices listed here.

A - Yes, you can use your Apple device’s Bluetooth capability while it's snapped into Backbone One. In fact, playing on Backbone One while using AirPods makes for a highly enjoyable and portable gaming experience. You can also connect a 3.5mm headset to Backbone One.

A - Nope!

Backbone One (the controller) does not require the app to work and is great for players of all ages! The controller works inside any game that supports game controllers (Minecraft, Roblox, Apple Arcade games, etc.).

However, much like iMessage, Fortnite, Discord, Houseparty, and most other social apps, the Backbone app requires you to be 13 or older because it is for voice chat and playing with friends. Apple requires users to be 13 or older to use Sign In With Apple and ensure online safety.

The team is working hard to create a version of the app for kids that ensures online safety guidelines are met and we expect to release it pretty soon!

A - Backbone One offers high-quality gameplay for all your favourite games that support controllers. This includes the most popular titles like Call of Duty®: Mobile, Minecraft, and most Apple Arcade games.

For a list of current compatible games, please check here. We are constantly updating this page with great games! If we missed a game or we didn't get it right, please contact us at feedback@playbackbone.com.

In addition, Backbone is also compatible with the remote play feature in the Xbox app as well as the PlayStation Remote Play app. For a list of current compatible services, please check here.

A - Yes. Backbone One will work with any game or app that supports controllers. For a list of current compatible services, please check here.

A - No, but as the mobile game market continues to mature and game publishers expand the number of titles that are supported by controllers, players will be able to enjoy an even greater number of games with Backbone One.

A - The Backbone iOS app is not required for your Backbone One to work with games. However, the Backbone One iOS app offers a rich, community-driven experience that we think you will really love! The Backbone iOS app also seamlessly delivers software updates to your Backbone One so you are never out of sync with the incredible updates and enhancements our talented engineering team is hard at work on!

A - Please see our tech specs here.

A - The Backbone iOS app features that enable playing with friends are entirely opt-in. If players want to use Backbone One only for solo gameplay, they absolutely can.

A - If you're new to mobile gaming, you will learn, this is normal, especially when you're hard at play. Backbone One itself consumes a negligible amount of power, but your phone is working hard to run graphically intense multiplayer games, and your device will eventually return to a regular temperature when you stop.

Thermal results will vary based on your phone's age, graphical requirements of the game you're playing, your connection type, battery charge status, and more.

A - Yes. Backbone One is a form-fitting controller for your iPhone and to be a precision input device, it has to firmly hold on to your iPhone. As a result, you will need to remove other iPhone attachments (especially the protective cases that change the dimensions of your phone).

We designed Backbone One to avoid compromising on gameplay at all costs. We’re so confident in the improved experience of playing mobile games that Backbone One delivers, that we think players will be happy to remove their cases to enjoy Backbone’s benefits.

A - No, Backbone One does not have a battery! Backbone One draws minimal amounts of power from the iPhone. It’s power consumption is imperceptibly low. The degree of Backbone One’s power consumption is so trivial that you could leave Backbone One plugged into your phone overnight without any discernible change in your phone's battery life.

That being said, games running on your phone can consume considerable amounts of power due to things like graphics, networking, and audio. Therefore, recognizing that battery life is critical to gaming on mobile devices, we’ve designed a pass-through Lightning port on the Backbone One to allow for charging your phone while playing.

A - Yes, Backbone has clickable thumbsticks L3/R3. Not all games have functions mapped to these buttons, it is more common to see these used in PC/console games (e.g., game streaming to the phone).

Usually left stick button is mapped to some kind of character run movement, and right stick mapped to character movements such crouching or melee attack. This, of course, depends on the game.

A - Yes. The best way to stream Backbone (and iOS games in general) is by using AirPlay 2 to mirror your iPhone to an Apple TV, and connecting your Apple TV to a capture card setup like an Elgato HD60S. This enables low latency streaming with high resolution and high frame rate (60FPS) on tvOS 14 and iOS 14.

If you don't own an Apple TV and a capture card, you can also use the Streamlabs app to stream directly from your phone.

A - Backbone One offers powerful game recording tools through the Backbone iOS app. On high-end devices, Backbone currently supports up to 1080p 30 FPS game recording at up to a 20mbps bit rate. Videos can also be encoded with h265 for file sizes that are as much as half the normal size without sacrificing quality.

A - Yes. When you record your gameplay, your party audio is also recorded so you can relive all your epic moments.

A - Mobile gaming makes up nearly the majority of the massive gaming market. In 2019 alone, mobile games generated $68.5B. While tech companies jockey to become the “Netflix of gaming,” there is much emphasis on bringing high-quality games to mobile devices, but not enough on making mobile gameplay feel high-quality. Backbone fills several holes in the mobile gaming landscape.

A - Backbone One was designed by © Backbone Labs, Inc.

Order Information

Please email playbackbonesupport@exertis.co.uk to check the status of your order.

A - Orders are normally only cancelled if the product is no longer available.
Please contact our Customer Service team for assistance by emailing: playbackbonesupport@exertis.co.uk

We accept Visa®, MasterCard®, Debit Cards with all payments being taken by secure payment gate SagePay.

A - Yes. For credit card verification the billing address on your credit card must match the billing address on your order. Please ensure you enter your billing address exactly as it appears on your credit card statement to avoid cancellation of your order.

A - There are many possible reasons for a payment card not being accepted, the most common reasons are:

• The card you are using has expired
• You have reached or exceeded your credit limit
• You have exceeded your daily charge limit
• The card number, expiry date or security code have been entered incorrectly
• The address you have entered does not match the address on record with your Bank

If, after you have checked that the above reasons are not applicable, your card payment is still being rejected, please contact your issuing bank for help. If your bank confirms there are no issues with the card you are using but you continue to experience issues, please contact our Customer Service for help by emailing: playbackbonesupport@exertis.co.uk

When you contact Customer Service you may be asked for the details of any error messages you received while trying to place your order, as well as the reference number for the order seen in the shopping basket.

A – For all purchases your credit card will be charged at point of checkout

A -The charge for your order will appear on your credit card as: Exertis (UK) Ltd

A- Your receipt will be emailed to you immediately after purchase. If you can’t locate it, please don’t forget to check your junk file within your email.

A - Please note that it is not possible to change your delivery address after the order has been placed.

Our carrier will attempt to deliver your products from Monday to Friday during business hours, 9am – 17:30pm. If delivery attempts are unsuccessful, the product will be returned to our warehouse and you will receive a full refund.

Shipping Information

A - Once your order has shipped you will receive a shipping confirmation via email, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

A - Once your order has shipped you will receive a shipping confirmation via email, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

A - Shipping times can vary by product.

Once your product has shipped, it is estimated at 7 - 10 business days for delivery.

A - When placing your order all shipping dates that have been provided are estimated. While we make every effort to ship products according to the timelines provided, occasionally shipping can be delayed.

A - Unfortunately, we cannot change your shipping address after you submit your order. Once your order is submitted, your details are immediately sent to our warehouse and our system can no longer retrieve or change them.

A - Unfortunately we are unable to provide specific delivery times. Our carrier will attempt to deliver your products from Monday to Friday during business hours. If delivery attempts are unsuccessful, the product will be returned to our warehouse and you will receive a full refund.

Once your order has shipped you will receive a shipping confirmation via email, this confirmation will contain your tracking number so you can track where your order is and what the estimated delivery date is.

A - Shipping is only available for UK Mainland.

Technical and Warranty Support

A - Please contact our Customer Service team for assistance by emailing: playbackbonesupport@exertis.co.uk

Please contact our Customer Service team for assistance by emailing: playbackbonesupport@exertis.co.uk

Returns and Cancellations

A -
(a) We operate a 30-day refund policy. If you are within the 30-day refund policy period and would like to request a refund, please contact our Customer Service team for assistance by emailing playbackbonesupport@exertis.co.uk

(b) <----UNDER REVIEW

If you would like to cancel your order prior to delivery or within 30 days of delivery, please email: playbackbonesupport@exertis.co.uk stating your order number and request to cancel in the subject heading.

If your order has already been dispatched or delivered you will receive notification advising you that your order has been shipped.

Once your product is delivered, you will need to raise a return. You can do this by contacting our Customer Services team at playbackbonesupport@exertis.co.uk

Please do not refuse delivery of your order as this may delay the return and subsequent refund of your order.

Privacy and Security

A – Our privacy policy is available here.

Still need help?

Contact Customer Service by email on playbackbonesupport@exertis.co.uk

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