Need a hand? Email support@eightfifteenlabs.com and we'll get back to you, usually within two working days.
It helps to include:
- your device (for example "iPhone 15" or "Pixel 8") and its OS version;
- the version of the Game (shown at the bottom of Settings);
- the level number, if the problem is on a particular level;
- a screenshot, if you can.
Common questions
I bought Remove Ads (or another permanent purchase) and it's gone.
Open Settings → Restore Purchases while signed in to the same Apple ID or Google account you bought it with.
I paid but didn't get my coins.
Close the Game completely and reopen it with an internet connection; pending purchases are delivered on the next launch. If they still haven't arrived, email us with your store receipt (Apple sends it by email; Google Play shows it under Payments & subscriptions → Budget & history).
Can I get a refund?
Purchases are processed by Apple and Google, so refunds come from them:
- Apple: https://reportaproblem.apple.com
- Google Play: https://support.google.com/googleplay/answer/2479637
I reinstalled the Game (or got a new phone) and my progress is gone.
Progress and coins are saved on your device, so they don't carry over after uninstalling or to a new device. Permanent purchases can be restored with Settings → Restore Purchases.
New levels won't load.
Levels beyond the first 100 are downloaded when you reach them. Check your internet connection and try again.
How do I change my ad or privacy choices?
Settings → Privacy Settings → Manage Consent. On iPhone and iPad you can also change tracking permission in iOS Settings → Privacy & Security → Tracking.
How do I change the language?
Settings → Language. The Game is available in English, Spanish, German, French, Italian, Portuguese, Japanese and Korean.
How do I delete my data?
Use Settings → Privacy Settings → Request My Data Be Deleted. It opens an email to privacy@eightfifteenlabs.com with your installation ID already filled in, which is how we find your data. The Privacy Policy explains what we hold and your rights.
Legal
Word Arrow Escape is made by Eight Fifteen Labs LLC.