Puzzibly Support
Need help with Puzzibly? Email us at support@puzzibly.com and we will get back to you.
To help us look into a problem, please include:
- your game ID, found in Settings > About (tap Copy to copy it);
- your phone or tablet model and the app version, shown at the bottom of Settings;
- what you were doing when the problem happened.
You can also write to us from the app with Settings > About > Send Feedback.
Common questions
How do I restore Puzzibly Premium on a new phone?
Open Settings > Premium (or the Premium screen) and tap Restore Purchases. Make sure you are signed in to the same Apple ID or Google account you bought Premium with.
How do I cancel my subscription?
Subscriptions are managed by the store you bought them from. On iPhone or iPad, go to Settings > your name > Subscriptions. On Android, open the Google Play app, then Profile > Payments & subscriptions > Subscriptions. You can also tap Manage Subscription in Puzzibly under Settings > Premium. Cancel at least 24 hours before your current period ends to avoid being charged for the next one.
Why did my progress reset on a new phone?
Your XP, coins, streaks, badges and settings are stored on your phone, and there is no account to sign in to. They are not backed up, so a new phone or a reinstall starts fresh with a new game ID. Restore Purchases brings back Puzzibly Premium. If you also want your stats, rankings, groups and player name moved to your new game ID, email us with both game IDs (old and new) and we will move them.
How do I report an offensive player or group name?
Tap ••• next to the player's name and choose Report this name. You can also email us with the name, where you saw it (for example the room, group or leaderboard), and your game ID. We will remove names that break our rules. To stop seeing a player, choose Hide this player from the same menu; this only changes what your phone shows. Names with offensive words are also blocked when they are entered.
How do I report a problem with a puzzle?
On the puzzle's results screen, tap Report a problem with this puzzle, pick a reason and, if you like, add a note.
How do I turn reminders on or off?
Go to Settings > Notifications & Privacy > Remind Me to Play. You can also turn notifications off in your device's settings.
How do I delete my data?
Uninstalling the app deletes everything stored on your device. To delete the information stored on our servers, email us with your game ID (Settings > About, tap Copy). We delete your game results, stats, rankings, badges, player name, notification token, and the reports you sent. Groups you own pass to the member who has been in them longest, or close if you are the only member. Records of your purchases are kept for 5 years after the purchase, because tax rules require them. Full steps: Delete your data. See our Privacy Policy for details.