Ordering a custom playable
Updated September 9, 2026
When no template in the catalog fits, order one. An order is a tracked request for our team to build something for you — either a brand new template, or a customization of an existing one for your brand.
It is a two-sided workflow, not an email thread. The order page shows the same state to both sides at all times, and every state says whose move it is, so nobody waits on someone who is waiting on them.
Only an organization owner or admin can raise and view orders, because an order carries a quote and a payment.
1. Raising the request
Orders → New request. Tell us:
- What kind of work — a new template, or a customization of one you can see.
- A title you will recognise in the list later.
- The brief. Be concrete: the gameplay, the art direction, the call to action, the aspect ratios you need, and anything the build must match exactly.
- References. Attach screenshots, a deck, a competitor's playable. This is the single biggest thing that shortens the quoting round.
For a customization, pick the template it starts from.
2. The process, status by status
The status shown on your order is the one in the left column. You need to act on every row marked "You".
Intake — agreeing what and how much
| Status | Whose move | What is happening |
|---|---|---|
| Submitted | Us | We are reading the brief and preparing a quote |
| Action Required: Info Needed | You | We need something clarified before we can quote — answer on the order page |
| Info Submitted | Us | We are re-reading it with your answer |
| Deposit Required | You | The quote is ready. Accept it and pay the deposit to start |
Production — we build it
| Status | Whose move | What is happening |
|---|---|---|
| Deposit Confirmed | Us | Payment received, the order is being scheduled |
| In Development | Us | Being built |
| Ready for Review | You | A demo is attached. Try it, then approve or ask for a revision |
The demo has no special link. It arrives as a real template entitled to your organization alone, so you preview and customize it in the full Customization Engine exactly like a template you own — with your own copy and artwork in it, before you decide. You cannot build a live version from it until the order completes.
Review — revisions
| Status | Whose move | What is happening |
|---|---|---|
| Revision Submitted | Us | We are assessing what you asked for |
| Revision Feedback Sent | You | We need the request clarified |
| Revision Accepted | Us | In scope and free — back into development |
| Additional Payment Required | You | The request is out of scope; a fee has been quoted for it |
| Payment Confirmed | Us | Fee paid, back into development |
Revisions are metered against the number of rounds stated in your quote.
In-scope revisions are free. An out-of-scope one is quoted as an extra fee that
is added to the order total, so the final invoice always stays
total − already paid and never surprises you.
Settlement — delivery
| Status | Whose move | What is happening |
|---|---|---|
| Pending Final Payment | You | Approved. Pay the balance to take delivery |
| Payment Processing | Automatic | The payment is settling |
| Completed & Unlocked | — | Yours. See below |
An order can also end as Cancelled — see the order policy for how a cancellation is settled.
3. What "Completed" gives you
The moment the final payment clears, everything is provisioned into your account automatically:
- The template is added to your organization, exactly like one you unlocked.
- A game, a version and a variant are created for you, pinned to the exact template version we demoed — never a later internal build you have not seen.
- The last step of the flow opens that customization directly, so you go from paying to editing in one click.
From there it behaves like any other template you own: free exports and export costs follow the ordinary template policy.
4. Exclusivity
A new template built for you is exclusive: it never appears in the public catalog and only your organization can open it.
For a customization, the base template stays public but the version we built for you is restricted to your organization. Your build does not become everyone's.
5. Paying
Both payments are taken in credits from the organization balance. Top up before you accept a quote — if the balance does not cover the amount, the payment step stops and sends you to the top-up page.
Note the split: raising and discussing an order needs order permission, but paying an invoice needs billing permission. Talking is cheap; spending is gated.
6. Keeping track
The orders list highlights anything that has moved since you last looked, and only for changes from our side — your own messages never mark your own order as unread. Each person has their own "last seen", so "you have updates" stays correct for you even if a colleague opened it first.
See also Order policy for quotes, cancellation and what you receive.