If you have a question or problem that is not answered in our FAQ, then you should contact our support team. You should also write to us if the answer to your issue in our FAQ directs you to contact the support team for help, for example, if you need to transfer unsynchronized items to another device or restore lost progress. 

Please make sure to include all the necessary information and describe your problem in as much detail as possible when contacting the support team. This will speed up the processing of your request.

To contact the support team, open the Settings menu and tap the Support icon with the bug on it. 

A window will open with information about your current game version and ask if you want to report an issue. If you do, then tap Yes. 

Next, a window will pop up in which you can describe the situation in detail and attach a screenshot. Please do not delete the technical information and the file attachment that are automatically generated as part of the message. 

Send your message and go to your inbox. If the message was sent successfully, and we received it, you should receive an automatic reply via email with your request number. If you do not receive the automatic reply within a few minutes, check your internet connection and make sure that your email address is correct before trying to send the report again.

If you are playing on an Android device, you will be asked to choose how you would like to report the problem. Choose whichever email client or app that you have linked your email account to. 

If you are playing on an iOS device, then make sure you have an email address linked to your standard email client. If not, then please log in to the client with any email address and try to send the report again through the game.

Most importantly, when reporting a problem through the game, please do not delete the technical information and the file attachment that are automatically generated as part of the message. We need this information to solve your problem.

You should also include as much detail about your situation as possible and attach a screenshot or video recording of the problem if you can.

If you contact our support team about a purchase or prize that you have not received, please describe what you purchased or were supposed to receive in as much detail as possible.   

If you have a technical problem, please describe when exactly it occurs (at what point and in what location in the game) and whether an error message is displayed, and, if so, take a screenshot if possible.

How to take a screenshot may differ based on your device. For more information, please consult your device's user manual or help materials. 

On iOS devices.

On iPhone X and more recent models:

• Press and hold the button on the right side of the device.
• Immediately press the volume up button on the left side. Then release both buttons.

• Press and hold the top button and then press the volume up button. Release both buttons.

• Press and hold the top or side button on the device.
• Press the Home button and then release the top or side button.

• Press the power and volume down buttons at the same time. Hold then for a few seconds. The screenshot will be saved on your device.
• Swipe down from the top edge of the screen. A menu will appear. Find "Take Screenshot."

• Press the power and volume down buttons at the same time.
• After a couple of seconds, you will hear the camera shutter sound, the screen will flash, and the screenshot will be taken.

For problems and questions that are not technical in nature, you can connect with our community on Facebook. On our Facebook page, we can answer your questions about the game, and you can get in touch with other players and share your experiences.