1. Before you write
Four lines of detail turn a three-email exchange into one. When you write, please include:
- Your device — for example "iPhone 14" or "Samsung Galaxy A54"
- Your OS version — iOS 18.2, Android 15, whatever it says in Settings
- The game version — shown at the bottom of the game's settings screen
- What happened — what you did, what you expected, what happened instead
- A screenshot or screen recording if anything looks wrong on screen
- For a purchase problem: the order or transaction ID from your store receipt email
Please don't send
Your password, card number or any payment details — we never need them and we cannot use them. Any email that contains them will be deleted without being acted on.
2. Common problems
I bought something and it didn't arrive
First try Restore purchases in the game's settings screen. That asks the store for your purchase history and re-applies anything you own. It works even after a reinstall, as long as you are signed in to the same store account you bought with.
If it still doesn't appear, email us with the order ID from your receipt (Apple's receipts arrive from the App Store; Google's from Google Play) and we will sort it out.
I lost all my progress
Progress is saved only on your device — there is no account and no cloud save, so we never had a copy of it and cannot restore it. It is gone if the game was uninstalled, if its data was cleared, or if the phone was reset.
Purchases are different. Those live with your store account, not with the save file, and can be restored — use Restore purchases in settings. Cloud saves are on our list for a future update.
I switched phones and my progress didn't come with me
For the same reason as above: the save file is local, so it stays on the old device. If the old phone still works, its progress is still there.
Purchases do transfer, as long as the new phone uses the same store account — and only within the same platform. Android purchases cannot move to iOS, or the other way round, because the stores don't allow it.
There are too many ads
Ads are what pay for a free game, but they should never feel like a wall. If the pacing feels wrong to you, tell us where — which screen, how often — and we will look at it. That kind of message actually changes the build.
If the game offers an ad-removal purchase, buying it removes the interstitials permanently. Rewarded ads — the optional ones you choose to watch for a bonus — stay available, because they give you something back.
I want fewer personalised ads
You can switch off ad personalisation on the device itself:
- Android: Settings → Google → All services → Ads → Delete advertising ID
- iOS: Settings → Privacy & Security → Tracking → turn off Allow Apps to Request to Track
You will still see ads, but they will be chosen from context rather than from your advertising ID. Full detail is in the privacy policy.
An ad froze the game, or won't close
Force-close the game and reopen it — progress up to your last completed level is kept. Then send us a screenshot of the ad if you can: we can report the specific ad to the network and have it pulled.
The game crashes or runs slowly
Worth trying in this order:
- Update the game to the latest version in your store
- Restart the phone — this fixes more than it should
- Close other apps running in the background
- Make sure there is at least 1 GB of free storage
- Check that your OS version is supported (listed on the store page)
If it still crashes, email us with your device and OS version. Crash reports come to us automatically, but knowing your exact device lets us find yours among them.
A level seems impossible
Sometimes that's difficulty, and sometimes it's a bug in the level. Tell us the level number and what keeps happening. If a maze turns out to be genuinely unsolvable, we would very much like to know — that is a fix, not a complaint.
The game isn't in my language
The game follows your device's language setting where a translation exists. If yours is missing and you would like to see it, tell us which one — we add languages based on where players actually are.
3. Refunds
Refunds are handled entirely by the store you bought from. We cannot issue a refund ourselves, and we cannot reverse a store's decision — that access simply doesn't exist on our side.
Apple / App Store
- Go to reportaproblem.apple.com and sign in with your Apple Account
- Choose the purchase, then Request a refund, and pick a reason
- Apple decides, and usually replies within 48 hours
Google Play
- Purchases made in the last 48 hours: Play Store → your profile → Payments & subscriptions → Budget & order history → the order → Request a refund
- Older purchases: use Google's refund request form
If something actually went wrong
A double charge, money taken with nothing delivered, a purchase you did not make — that is not a refund question, it's a fault. Email us with the order ID and file with the store. We will confirm on our side what the store needs to see, which usually settles it faster.
4. Data and deletion requests
The game asks for no name, no email and no account, so in most cases there is nothing of yours on our side to delete. What exists, and how to remove it:
| What | Where it lives | How to delete it |
|---|---|---|
| Game progress and settings | Only on your device | Uninstall the game, or use Android's Clear data. Immediate and complete. |
| Advertising and analytics data | With Google, tied to your advertising ID | Delete or reset the advertising ID in your device settings, then email us to have the request passed on. |
| Crash reports | Firebase Crashlytics | Deleted automatically after about 90 days; email us to have it done sooner. |
| Purchase records | Apple / Google, and our receipt records | Kept while tax law requires it, then deleted. These cannot be erased on request. |
| Emails you sent us | Our inbox | Ask us and we delete the thread. |
Making a request
Email idiqutgames@gmail.com with the subject "Privacy request", and say whether you want your data deleted or a copy of it. Include your advertising ID, or the transaction ID for a purchase — without one of those there is no key to look anything up with, since we hold nothing that names you.
We answer within 30 days, normally within a few days. Your full rights, and how to complain if we get it wrong, are in the privacy policy.
5. Reporting a bug
Bug reports from players are the most useful mail we get. A good one has three parts: what you did, what you expected, and what happened instead — plus the level number if it happened in one.
A screen recording beats any description. On both iOS and Android, screen recording is in the control centre / quick settings panel.
Found something that lets you skip levels or get free items? Please tell us instead of spreading it. We would rather fix it, and we credit the people who report it.
6. Press and business
For press coverage, review keys, publishing enquiries or partnership proposals, use the same address and put "Press" or "Business" in the subject line so it does not sit behind the support queue.
Screenshots, logo files and game details are on the projects section of the home page. If you need higher-resolution assets or specific artwork, ask and we will send them over.
Still stuck?
Write to us and we'll work it out
Tell us your device, your game version and what happened. That's usually all it takes.
idiqutgames@gmail.com