Support
My progress disappeared
If you played as a guest and reinstalled the game, progress is tied to that device. Signing in with Google, Apple or an email address stores your town against your account so it follows you to a new phone.
If you are signed in and the town still looks wrong, open the game once while connected — the newest progress on your account is restored automatically, and whichever copy had gone furthest is the one kept.
I bought something and did not get it
Open You → Restore purchases. Anything permanent, including Remove Ads and the Starter Pack, comes back. Gems and energy are consumable and are added once at the time of purchase, so they are not restored.
If a purchase is still marked as pending, the store has not finished approving it. It arrives on its own once it does.
I bought Remove Ads but still see advertisements
Remove Ads stops every forced advertisement, permanently, on every device you sign in on. It deliberately does not remove the optional rewarded advertisements you tap yourself to earn energy — those stay available in case you want them. If you are seeing an advertisement you did not ask for, please tell us which level it appeared on.
How do the advertisements work?
- Levels 1–5: none at all.
- Levels 6–20: only rewarded advertisements you choose to watch.
- Level 21 onwards: occasional advertisements between levels, never during a merge, a conversation or a case reveal.
How do I turn off data collection?
Settings → Privacy → Share anonymous play statistics. Where your region requires it, Advertising privacy options in the same place reopens the consent form.
How do I delete my account?
Settings → Account → Delete account and data. This permanently erases your account and its cloud save and clears the town on that device. It cannot be undone.
The game runs slowly or the audio cuts out
Close other apps and restart the game. If it persists, tell us your device model and system version.