Support
Stuck on a level or something not working? We are here to help.
Email us
Tell us the game, your phone model, your Android version and what happened. A screenshot helps a lot.
Common questions
I'm stuck on a level. Is it really solvable?
Yes, every level has a solution. Tap Undo (always free) to step back, or Restart to start fresh. If you are still stuck, the Hint button shows the next good move. Hints cost gold, or you can watch a short video to get 3 hints for that level.
I got a new phone or reinstalled the game, and my progress is gone.
Your progress, gold and settings are saved only on your phone, because the game has no accounts or cloud save. Uninstalling the game, clearing its data or moving to a new phone starts it from the beginning, and we cannot restore it. Android's own device backup may bring it back when you set up a new phone from a backup.
A video didn't give me my reward.
The reward is given when the video plays to the end. Videos need an internet connection; if one does not load, wait a moment and try again. If you watched to the end and got nothing, email us with the time it happened and what the reward was.
Can I play offline?
Yes. All levels play without an internet connection. Videos for rewards need a connection to load.
How do I change my ad privacy choices?
In the game, open Settings > Privacy options (shown where a consent form applies to you, such as in Europe, the UK and some US states) to change or withdraw your consent at any time.
On Android, you can also reset or delete your advertising ID in Settings > Privacy > Ads (on some phones: Settings > Google > Ads).
I saw an ad that shouldn't be in a family game.
Sorry about that. Our ads are limited to family-friendly content, but ad networks occasionally get it wrong. Email us the game, roughly when you saw it and what it advertised (a screenshot is perfect), and we will block it.
The sound or vibration is too much.
Open Settings in the game to turn sound effects, music and vibration on or off separately.
Delete your data
Our games have no accounts, and we do not keep your game data on any server, so there is no account to delete. Here is how to remove everything:
- Game data on your phone (progress, gold, settings): uninstall the game, or go to Android Settings > Apps > [game] > Storage > Clear data. This deletes it permanently.
- Data held by our ad partners (Google AdMob and Unity Ads): delete or reset your advertising ID in Settings > Privacy > Ads. Data tied to the old ID can then no longer be linked to your device. You can also make requests directly to Google and Unity.
- Anything else: email support@pocketgale.com with the subject "Data deletion request" and the game's name. We will delete our support emails with you, pass your request to our ad partners where we can, and reply within 30 days.
More details are in our Privacy Policy.