Support and help centre

1Before you write to us

Most problems clear up with three things: update the game to the latest version in the App Store or Google Play, restart your device, and make sure you have a working internet connection.

If that doesn't fix it, write to us and include:

• The name of the game.
• Your device model and operating system version, for example iPhone 14, iOS 18.2.
• What you did, what you expected, and what happened instead.
• A screenshot or screen recording if you can take one.

That first message with full details usually saves a week of back and forth.

2Lost progress

Our games save your progress on the device itself. Deleting the game, resetting the device or switching to a new phone can lose it.

Before you change devices, keep the old one until you have confirmed the new one works. If progress has already gone, write to us with the game name and roughly how far you had got, and we will do what we can — though without an account there is often nothing to restore.

Items you paid for are a different matter. Those can usually be restored; see section 3.

3Purchases and refunds

Restoring something you bought

Open the shop inside the game and look for Restore purchases. Make sure you are signed in with the same Apple Account or Google account you used when you bought it. Buying on one account and restoring on another does not work, and we cannot move a purchase between accounts.

Paid but received nothing

Wait a few minutes and reopen the game — the store sometimes confirms late. If the item still has not arrived, send us the receipt from Apple or Google along with the transaction ID. We can check the record and release the item manually.

Refunds

We do not take your payment and we cannot issue a refund. Both stores handle this themselves:

• Apple — go to reportaproblem.apple.com and sign in with your Apple Account.
• Google Play — open the Play Store, go to your order history, and request a refund on the purchase.

If the store refuses and you think the charge was wrong, write to us with the details and we will look at it.

4Ads

Advertising is what pays for a free game. That said, an ad should never break the game.

If a rewarded ad finishes and you do not get the reward, if an ad will not close, or if an ad freezes the game, tell us the game name and roughly when it happened. Include a screenshot of the ad if you have one — it helps us identify which network served it.

To stop seeing personalised ads, change the setting on your device: on Android, Settings → Privacy → Ads; on iPhone and iPad, Settings → Privacy & Security → Tracking. You will still see ads, but they will be chosen from context rather than from your device history. Our privacy policy explains this in full.

If you have seen an ad with content you believe is inappropriate or misleading, send us a screenshot. We report those to the network and can block the advertiser.

5Crashes and bugs

We receive automatic crash reports, but they tell us where the code failed, not what you were doing. A short note from you is worth far more than the report on its own.

Tell us which level or screen you were on, whether it happens every time or only sometimes, and whether it started after an update. If the game crashes on launch, try reinstalling it — but only after checking that your purchases will restore, as reinstalling clears local progress.

6Your data

You can ask us for a copy of the data we hold about you, or ask us to delete it. Because our games have no accounts, we identify your records by your device's advertising ID.

• Android — Settings → Privacy → Ads → Your advertising ID
• iOS — the game shows it under Settings → Privacy → My device ID

Email the request to bd@mobingame.com with that ID included. We answer within 30 days. Full detail is in the privacy policy.

7Children and parents

Our games are not directed to children under 13, or under 16 where that is the applicable age.

If your child has made a purchase you did not approve, request a refund through Apple or Google as described in section 3, then turn on purchase authentication: on iOS through Screen Time, on Android through the Play Store's authentication settings.

If you want us to delete data collected from your child, email bd@mobingame.com and we will remove it.