The support desk
Back on your route.
A tricky landing, a missing purchase, or a question about your data. Let’s help you find the next step.
Tell us what happened.
A little detail goes a long way.
Include your iPhone or iPad model, OS version, game version, tier and level number, and what happened. A screenshot or short recording helps. For purchase issues, include the item and Apple transaction reference, with unrelated receipt details hidden. Never send passwords or sign-in codes.
Quick help
Some options below arrive with the upcoming 1.1 update. Check your installed version in Settings → Help → About.
How do I learn the new hazards?
In version 1.1, visit World Tour to inspect scenery and animated obstacles. Open the Field Guide in Settings for warning cues, surfaces and route abilities.
Lightning marks a landing before it strikes. Pressure mines give a two-second fuse. Watch wind streamers, rising tides and machine openings before committing to your next jump. Beginner gives wider landings and a full aiming guide; Expert and Pro ask for more precise timing.
How do I aim?
Drag to aim, then release to launch. The aim controls offer direction and power sliders as an alternative. Replay the tutorial from Settings if you need a refresher. Include the tier and level if a landing or obstacle seems wrong.
I paid, but my gems or item are missing.
Open the Gem Shop and choose Restore purchases. Use the Apple Account that made the purchase and check for a pending approval. Restore purchases recovers eligible benefits; it does not refill gems already spent.
Version 1.1 supports a secure device wallet without iCloud. If your wallet has already moved to iCloud, reconnect the original iCloud account and refresh the balance. If Apple charged you and the item is still missing, email us before buying it again.
My progress looks different on another device.
Check the selected tier: Beginner, Expert and Pro keep separate progress. For supported cloud sync, use the same iCloud account on both devices, connect to the internet and enable progress sync in Settings. Gem-wallet sync is separate from progress sync. A Player ID is a support reference, not a replacement for your iCloud wallet.
Contact us before deleting the app or resetting data while a sync issue is unresolved.
Where is my Player ID, and how do gifts work?
In version 1.1, open Settings → Progress, connect Game Center and choose Get Player ID. Tap your displayed BC code to copy it, then include it in your support message. Choose Check for gifts to receive an authorized support gift.
Support gifts are free and never charge your Apple account. A public Player ID cannot sign in to your account. Gifts do not create an App Store purchase, and a gem gift cannot be repeatedly claimed or restored into another wallet.
An ad did not load or give a reward.
Check your connection and try again later. Ads depend on provider availability and your privacy choices. A reward arrives after the ad service confirms that the reward requirements were completed; closing early may not earn it. Normal play and free retries remain available.
For a repeated problem, send the time, game version, device and ad type. Use the ad’s reporting control, where available, to report an inappropriate ad.
Can I turn off the sound?
Yes. Adjust World sounds and Sound effects separately in Settings, along with haptics. The new worlds use subtle ambience rather than background music. Check Silent Mode, media volume and Bluetooth output if you cannot hear the game.
How do I request a refund?
For purchases billed by Apple, use Apple’s refund service. Apple handles the request under its process and your applicable consumer rights. Contact us if you only need help receiving an item.
How do I delete my account or game data?
In version 1.1, Settings → Progress → Delete game account & data removes a connected Player ID support account before erasing the described game data. Use the same Game Center account and read the confirmation: this can forfeit unspent gems. A cloud-wallet deletion needs a successful connection.
Reset progress is a separate action that keeps gems and purchases. Existing Apple purchases and Game Center records are not deleted by the game. See the privacy policy for scope, retention and request details, or email us for help.
Still stuck?
Email mm@letstangerine.com with “Bounce Courier” in the subject. You do not need a Player ID to ask for help.