Player support
Player support
Answers to the most common questions about our games. If you need further help, our support team can be reached by email.
Progress and accounts
Do I need an account?
No. The game makes an anonymous guest account the first time you open it, with no name or email. You only add an email if you want to move your progress to another phone.
How do I move my progress to a new phone?
On the old phone, open Account (the person icon on the home screen) and save your progress with an email and password. On the new phone, sign in with the same details.
I reinstalled the game and my progress is gone.
If you saved your progress with an email, sign in again in Account. Guest progress is tied to the original installation. Contact [email protected] with your display name and approximate level and our team will investigate.
Can I play without an internet connection?
Yes. Levels, lives and boosters work offline and your progress syncs the next time you're online. The store, leaderboards and the daily reward need a connection.
Purchases and refunds
I paid but didn't get my gems.
Close the game fully and open it again: an interrupted purchase is completed the next time the game starts. If it still isn't there, email [email protected] with the Google Play order number from your receipt email. It starts with "GPA.".
How do I get a refund?
Purchases go through Google Play, so refunds follow Google Play's refund policy. If something you bought is faulty or didn't do what it said, tell us too and we'll put it right. Items bought with gems can't be refunded.
Are there loot boxes?
No. Everything in the store is a fixed pack: you see exactly what's in it before you pay.
Lives, ads and boosters
How do lives work?
You have up to five. A life is used when you give up on a level you've lost, and one comes back every 25 minutes. You can also refill them with gems, or watch an optional video for a life when you run out (up to five a day).
Can I turn the ads off?
Videos only play when you choose to watch one for a reward. The occasional full-screen ad after a win is removed by the one-off "Remove ads" purchase in the Bundles tab. In the UK and EEA you can change your ad consent in Settings, "Ad choices".
What do the boosters do?
The hammer smashes any one sweet. +5 Moves adds five moves to the level you're playing. Free swap lets you swap two sweets even if they don't make a match.
The colours are hard to tell apart.
Turn on colour-blind symbols in Settings and every sweet gets its own mark. Reduce motion makes the effects calmer, and sound and vibration have their own switches.
Your data
How do I delete my account?
In the game: Account, then "Delete account and data". It's removed from our server straight away. Without the game installed, use this page.
How do I stop the game sending usage data?
Settings, then switch off "Share anonymous usage and crash data". Anything waiting to be sent is thrown away.
Can I get a copy of my data?
Yes. Email [email protected] from the address you saved your progress with, or tell us your display name. We reply within one month.
Pocket Planet
Pocket Planet is in development. Its support information will be published here ahead of release.