Support

1. I lost my progress

Your progress lives on our server, attached to a random identifier the game generates the first time it runs. That identifier is stored inside the app's own data. Two things wipe it: deleting the app, and a device reset. Reinstalling then looks like a brand-new player to us, because to the server it is one.

If you have already lost it: email us with the approximate date you last played, the levels you had reached in each game, and the country you play from. We keep a history of every attempt, so we can usually find an orphaned record that matches and attach it to your current one. We cannot promise it — there is no name on the record to match against — but we look properly rather than sending you a form letter.

2. Moving to a new phone

• Sign in first, on the old phone. Game Center or Play Games, from Settings. Then install the game on the new phone and sign in with the same account — your levels, coins and best scores come across on the first launch.
• iPhone to iPhone with an encrypted backup or Quick Start usually carries the app's data across on its own, sign-in or not.
• Android to Android is less reliable; Play Games sign-in is the dependable route.
• iPhone to Android, or the reverse: we cannot move progress between the two. Apple's Game Center and Google's Play Games are separate systems, and neither shares identities with the other.

Coins bought with real money are tied to the player record, so they travel exactly as progress does.

3. I paid and the coins did not arrive

Almost always a connection dropping between the store confirming payment and the game reaching our server. The fix is usually just to reopen the game while online — the app retries, and our ledger refuses to apply the same transaction twice, so a retry can never double-credit or double-charge you.

If the coins are still missing after a reopen, email us with:

• the receipt or order number from Apple or Google (your emailed receipt has it),
• the date and amount,
• your player ID from Settings.

We can see whether the transaction reached us, and we credit the coins by hand if it did not. We do not need — and will never ask for — your card details.

4. Refunds

Every purchase is processed by Apple or Google, never by us, so refunds go through them:

• iOS: reportaproblem.apple.com, signed in with the Apple Account that made the purchase.
• Android: Google Play → Menu → Payments & subscriptions → Budget & order history → the order → Request a refund.

We have no ability to issue a refund ourselves, and no visibility into whether one was granted until the store tells us. If a refund is approved, the store reverses it on their side and the coins are removed from your balance on ours. If that leaves the balance negative — you spent them before the refund landed — we zero it rather than carry a debt against you.

If you were charged for something you never received, tell us as well as the store. It usually means a bug on our side, and we would rather know.

5. My run did not count on the leaderboard

Three possibilities, in order of likelihood.

You were offline

Finished runs queue on the device and upload when you are next online. Open the game with a connection and give it a moment; the queue drains on its own. Nothing is lost while it waits.

The run was rejected

The game sends us the moves you made, not the score you think you earned, and our server replays those moves through the same engine the game uses to decide the result. If the replay does not reproduce the outcome the app claimed, we keep the run and drop the score. This catches genuine cheating, and occasionally a real bug in our own engine. If you believe an honest run was rejected, send us the level and roughly when you played it — we can look at the stored move log and, if we were wrong, fix the engine and restore the score.

It was a practice run

Only runs started from the ranked entry point are scored. Free play and retries after a hint are recorded for your own progress but never reach the board.

6. There is no daily puzzle today

Dailies are generated ahead of time and released on a schedule in UTC, so the changeover lands mid-morning in Sri Lanka, late evening in the Americas. If the game says there is no daily available, either you have reached ahead of the release or a generation run failed on our side. Both resolve on their own; if a daily is still missing after a few hours, tell us, because the second case needs a human.

Missing a day does not break a streak retroactively — a day we failed to publish does not count against you.

7. I watched an ad and got no reward

Rewards are granted when the ad network confirms the ad was watched to the end. Closing early, losing the connection mid-ad, or the network failing to report back all produce the same symptom. Reopening the game and trying again is the fastest fix.

If it happens repeatedly on the same device, email us with the game, the device and roughly how often. That pattern points at something we can act on rather than at your connection.

8. Leaderboards, display names and reporting

You only appear on a public board if you set a display name; without one you are ranked privately and can see your own position. You can change or clear the name at any time from Settings.

Names are checked when set, and we remove any that are abusive, impersonate someone, or are clearly designed to get around the check. If you see one that should not be there, email us the game, the board and the name, and we will deal with it. Repeatedly setting names we have to remove costs the account its ability to appear on boards.

We also remove scores that our replay shows to be impossible. A player who does that persistently loses access to the boards, and in serious cases to online play entirely. If you think that has happened to you in error, write to us — we will tell you what we saw.

9. Delete my data

Email hello@raastud.io from any address with your player ID from the Settings screen, and we will erase the player record and everything attached to it: progress, coins, move logs, leaderboard entries. It is permanent and it cannot be undone, so we will ask you once to confirm before we do it. We complete deletions within 30 days and normally within a few days.

Purchase records that tax law requires us to retain are kept in the store's systems and in ours as a bare transaction reference with no link to a player. Everything else goes.

The privacy policy sets out what we hold and why.

10. Reporting a bug

These are the details that let us reproduce a problem instead of guessing at it:

Game and version

The version string at the bottom of the Settings screen. Bugs are often specific to one build.

Device and OS

Model and OS version. A rendering fault on one GPU family is invisible on every other.

Where it happened

The level number or the screen. Level-specific bugs are usually a puzzle-generation fault, which we can fix without shipping an update.

What you did

The steps, in order. "It crashed" tells us nothing; "it crashed when I undid a move right as the timer hit zero" tells us where to look.

How often

Every time, or once? A reproducible bug is usually fixed the same week.

A screenshot or recording

Especially for anything visual — overlapping pieces, wrong colours, a stuck animation.

We do not run a crash-reporting service inside the games, which means we genuinely do not know a crash happened unless you tell us. Reports are worth more to us than they are to studios that collect them automatically.

11. I am stuck on a level

Every level in all three games has been verified solvable by the same solver that generated it, so a level that looks impossible is hard rather than broken. In-game hints will show you a next move. If you have found a level you believe genuinely cannot be solved, tell us the number — that would be a generation bug and we would want to fix it for everyone.

12. Press, partnerships and everything else

Same address: hello@raastud.io. Press kits, review codes, localisation offers, bug bounties — write and say what you need.

For security disclosures, please tell us before going public and give us a reasonable window to fix it. We will credit you if you want the credit.