If you are having a problem with one of our games, check out this FAQ before getting in touch, the solution you’re looking for is probably below.
My game has frozen / will not load / is crashing, how do I fix this?
Try closing the app completely from the home screen of your device. To do this double-click the home button to bring up the taskbar, then press and hold any of the apps on the taskbar for a couple of seconds or so until they start shaking, then press the ‘-‘ in the top left of the app to close it, and touch any part of the screen above the taskbar to stop the shaking again and close the taskbar.
If that doesn’t work then you could try a reset of your device. To do this press and hold both the sleep and home buttons for about 10 to 15 seconds (ignore the red slider), after which the Apple logo should appear — you won’t lose any content.
Every time a try to buy an In App Purchase (IAP) it tells me to purchase the app first, but I have!
If you have bought the app from iTunes using your laptop or PC and then synced it to your device, then it is possible that the account on your computer and the one on your device are not the same. To fix this simply logout of the App Store, then log back in using the correct details.
The sound in my game has stopped working, how do I get it back?
Turn the sound on, off and then on again and restart the device, sound should reappear.
How can I restore my in-app purchases (non-consumable items)?
Non-consumable in-app purchases will not be charged again.
Using the same iTunes Store account (ID) you originally used to purchase the content, attempt to purchase the content again. After entering your password, you should receive a prompt telling you that you have already purchased the content and if you would like to download it again. Click ‘Yes’ and the content should be downloaded to your device.
Of course you must be using the same iTunes Store account (ID) to get it.
I have a problem with payment / billing on my Apple ID, can you help?
Unfortunately as Apple handle all billing and transaction information we cannot help with this, you will need to contact Apple directly to resolve it.
I would like a refund for a game I purchased, how can I get one?
If you would like a refund for any app you will need to contact Apple directly as all transactions are processed by them. We cannot provide direct refunds for any apps or games.
I purchased something in-game, but I cannot see it. What happened?
In some you may need to exit the game and restart it to access your new content. If that doesn’t work, try turning off your device and restarting it.
If you did not receive your content and need a refund, please contact Apple.
I have forgotten my iTunes account email or password, can you help?
We have no access to any iTunes account information. You will need to contact Apple customer support for assistance in this matter.
I am having an issue with a game on my jail broken/rooted device
We cannot assist with issues on jail broken/rooted devices.
My Order Up: To Go!! coins have disappeared from my game, how do I get them back?
If coins have disappeared from your game, simply send us a ticket using the Contact Us page with the following information: - Your Game Identification Number - iTunes receipt containing all relevant Order Up: To Go! Purchases With this our tech team can identify you on the servers and replace your coins.
What should I do if my Utopia goes missing in Pixel People?
If you load up Pixel People and discover your Utopia has gone missing, please try the following steps:
1: Wait for the ‘Heart Bar’ to flash and tap it as soon as it does. 2: Perform a reset on your device by pressing and holing both the sleep and home buttons for around 10 seconds.
How do I enable iCloud synchronization for Cut the Rope?
On the device with the saves you want to sync, go to ‘Settings’ —> ‘Game Progress’ —> and turn iCloud sync on. Now if you go onto any other device with the same Apple ID you will be asked on startup if you would like to sync saves from iCloud or not.
If you are having trouble with any of our Android titles, please try the following steps:
First please try force stopping the game from your devices menu and clearing the cache, after this restart the game.
If this does not work please remove the game from your device and re-download it.
If you are still having problems could you reply to this email with the following information:
- Device you are using
- The version of Android that it is running
- Which store you purchased the game from
- Any more information you think may help, such as if these issues happen, how often ect.
This FAQ didn’t answer my question, what now?
Well we’re sorry to hear that, but don’t worry! Simply go to our Contact Us page and send us a ticket and one of our support team will be happy to assist. Please make sure you fill in all the details correctly as this helps speed up the process and means we can help out quicker.