Support

A real person reads every message. Usually answered within two business days.

Email us

The fastest way to get help with anything at all.

To help us fix it faster, include your device model, OS version, app version (Settings → About & Legal), your player ID (Settings → Account — tap to copy), and the level number if it's a puzzle problem.

Common questions

I paid for something and didn't get it

First, open Settings → Account → Restore purchases in the game — that re-checks your receipt with the store and usually fixes it on the spot. Make sure your device is signed in to the same Apple or Google account you bought with.

Still missing? Email us with the store receipt (Apple emails one; Google Play purchases are listed at play.google.com/store/account/orderhistory) and we'll unlock it manually.

How do I get a refund?

Refunds are handled by the store you bought from, not by us:

Apple: reportaproblem.apple.com
Google Play: Google's refund request form

If the store turns you down and you think the purchase genuinely failed to deliver, write to us and we'll look at it.

I got a new phone — where's my progress?

Right now, it doesn't move — and we're sorry. Progress is saved against an anonymous ID tied to that particular install, and a new phone gets a new one. We can't match them up: the whole point of an anonymous ID is that it isn't linked to anything about you, which also means there's nothing for us to look you up by.

Purchases are the exception. Those live with your Apple or Google account, not with us, so a non-consumable like ad removal comes back on the new phone once you're signed in to the same store account.

Optional Google and Apple sign-in is coming, and it will make progress portable. Until then, treat SoliWords as living on the phone you play it on.

A word is in the wrong category / this level seems impossible

Tell us and we'll fix it. Levels are handwritten, which means they're occasionally handwrong. Send the level number and the card that bothered you — a screenshot is perfect. Corrections ship in the next content update, no app update needed.

Can I play offline?

Yes. Levels you've already loaded work with no connection. The daily deal needs a connection to fetch, and progress syncs the next time you're online.

Do I have to watch ads?

No. The only ads in SoliWords are rewarded videos you choose to watch in exchange for a heart, extra moves, a joker, or coins. There are no banners and nothing plays between levels. You can finish the whole game without watching a single one.

I watched an ad and didn't get the reward

The reward is granted when the ad network tells us you watched far enough. If the video was closed early, or the connection dropped mid-play, that confirmation never arrives and we can't tell it apart from not watching.

If it happened and you're sure you watched it through, email us with roughly when it happened and what you were expecting — we'll credit it manually.

How do I turn off personalised ads?

Open Settings → Privacy in the game to reopen your consent choices. You can also change it at the OS level:

iOS: Settings → Privacy & Security → Tracking
Android: Settings → Google → Ads

Rewarded videos still work either way — they just won't be personalised. Full details in our Privacy Policy.

How do I delete my data?

In the game: Settings → Account → Delete account. Or use our deletion page if you no longer have the app installed. It's permanent and free, and it applies to every player — an anonymous account is still an account.

Do you have a press kit?

Not a formal one yet. Email support@teikugames.com with “Press” in the subject and we'll send icons, screenshots, and whatever else you need.