Support

How do I restore my purchases?

Open Settings (the gear on the right of the main screen) › Purchases › Restore Purchases. The same button is in the Shop. Use the same Apple ID (App Store) or Google account (Google Play) you bought with.

This brings back permanent purchases, such as cards and passes, and a running Don’s Card. Gold you have already received is part of your progress: it comes back with your cloud save or iCloud, not through Restore Purchases.

A purchase did not arrive? Check your internet connection and tap Restore Purchases. If it is still missing, write to us with your Support ID and the order number from Apple’s or Google’s receipt.

How do I play on more than one device (iCloud)?

Your progress is saved on your device and backed up twice: in the cloud save on our servers in Zurich, Switzerland, and on iPhone and iPad also in your own iCloud account. Sign in to iCloud with the same Apple ID on your Apple devices and the game keeps your empire up to date on all of them. We cannot access your iCloud data.

If two devices have different progress, the game keeps the version with more progress and keeps the purchases from both.

My progress is gone. What can I do?

If you delete and reinstall the game on the same iPhone or iPad, your game account stays: it is kept in the device’s keychain, and your cloud save comes back when you open the game online. On a new iPhone or iPad, your progress comes over from iCloud when you are signed in to iCloud with the same Apple ID.

On Android, the game keeps your game account in your Google backup: it survives a reinstall and moves to a new phone when you restore your Google backup during setup (Android 9 or later with a screen lock).

Still missing? Write to us with the Support ID shown at the bottom of Settings and, if you still have it, the Support ID of the old device, and we will look into it. After Delete my data, nothing can be recovered.

How does Game Center work?

On iPhone and iPad, the leaderboards and achievements use Game Center. To sign in, open Settings › Account › Game Center. Your Game Center profile is managed by Apple.

The weekly Family Ranking runs on our own server and works without Game Center. Other players only see your generated display name, the icons of your mask and capo, your score and your rank.

When does the game show ads, and where do I change consent and tracking?

The game is free and financed by ads and optional purchases. There are no ads in your first session. Rewarded ads are always optional: you choose to watch one for a bonus, for example to double a reward. From day 3 and job 12, whichever comes later, the game also shows occasional full-screen ads after a won job: at most one every three jobs and four a day, never after a lost job. Any purchase, however small, switches these full-screen ads off on your game account for good.

In the EEA, the UK and Switzerland, the game asks for your consent before ads are personalised. You can change your choice at any time in Settings › Privacy › Privacy options.

On iPhone and iPad, iOS asks whether the game may track you (App Tracking Transparency). There is no reward for allowing it, and the game works the same either way. You can change it in the iOS Settings › Privacy & Security › Tracking, or through Settings › Privacy › Tracking.

To report an inappropriate ad, open Settings › Privacy › Report an ad, pick one of the last five ads you saw and send the prepared e-mail.

What does “Share gameplay statistics” do?

The Share gameplay statistics switch (Settings › Privacy) controls whether the game sends gameplay events to our server, for example jobs played, offers shown and purchases. They are linked to your player account, never sold, and used only in aggregate to balance the game.

Nothing is sent until you switch statistics on, in every country. The switch always shows whether statistics are being sent, and you can change it at any time. Switching it off also deletes the events still waiting on your device.

How do I delete my data?

Settings › Privacy › Delete my data deletes your game account and all its server data in one step and resets the game on your device. Your purchases stay with your Apple ID or Google account.

All details, and how to delete without the app: Delete your data.

How do I get a refund?

Purchases are processed by Apple or Google, and we never see your payment details, so you request a refund from the store you bought from. Apple or Google decide on the request under their own rules.

• App Store: https://reportaproblem.apple.com
• Google Play: https://support.google.com/googleplay/answer/2479637

Do I need an internet connection?

Only for leagues, leaderboards and cloud save, and to delete your server data. Everything else plays offline.