Support
Contact
Email: contact form (KeiConsulting)
We can help faster if you include:
- the Install ID shown under Settings → Support in the App (a random ID the App creates at its first launch; it can be copied there)
- your iPhone model, iOS version and the App's version
- what happened, and when
- for purchases: the order ID from Apple's receipt email and the purchase date
Replies may take a few days. We never ask for passwords or Apple Account details.
Frequently asked questions
I bought something but the coins or items did not arrive
Restart the App where the connection is good. Unfinished purchases are delivered again at every launch (a purchase is never delivered twice). Passes can also be recovered with Settings → Restore purchases. With Ask to Buy, items arrive after a parent approves.
I am changing devices or reinstalling
The save data (coins included) is backed up to iCloud automatically. Install the App on a new iPhone signed in to the same Apple Account with iCloud on, and it is restored. Without iCloud, deleting the App may lose the data.
I want a refund
In the App, open Settings → Purchase history and tap "Request a refund" next to the purchase, or use Apple's "Report a Problem" page. Apple decides on refunds. When a purchase is refunded, the coins it granted are removed.
What is the difference between paid and free coins?
None in how they can be used. Coins from purchases are paid coins; coins earned or received in play are free coins, and paid coins are spent first. See the breakdown under Settings → Coin breakdown and the Payment Services Act notice.
What are the odds of sticker packs?
All odds are on Odds and How It Works. Sticker packs cannot be bought, and purchases never change any odds.
I ran out of hearts
One heart comes back every 30 minutes (up to 5, or 6 while the Daily Coin Pass is active). Hearts can also be refilled with coins.
Please delete the information that was sent
Contact us with your Install ID (shown under Settings → Support in the App). See the Privacy Policy.
Purchases by children
For Parents and Guardians explains the monthly limits and how to restrict purchases on iPhone.