Support

Stuck on a level, missing a purchase, or found a bug? We're here to help.

Purchases and refunds

I bought something but didn't get it

Make sure you're online, then close the game completely and open it again: unfinished purchases are delivered on the next launch. If the item still hasn't arrived after a few minutes, email us with your Player ID and the order number. On iPhone and iPad it's the order ID in Apple's receipt email; on Android it's the order number that starts with “GPA.” in Google Play's receipt email.

How do I get a refund?

The store you paid handles refunds:

• iPhone and iPad: request a refund at reportaproblem.apple.com.
• Android: open your Google Play order history, choose the purchase and request a refund, or see Google Play's refund help.

Items from a refunded purchase may be removed from your game account.

Progress and devices

Which devices can I play on?

iPhone and iPad with iOS 15.0 or later, and Android phones, tablets and foldables with Android 7.1 or later. On tablets and unfolded foldables you can play in landscape too.

Do I need an internet connection?

Yes, for online play. Your island, levels, friends, raids, the shop and the Slots are saved on our server, so your progress is safe and the same rules apply to everyone. If your connection drops, the game reconnects when it can.

Will I lose my progress if I delete the game or change device?

Your online island is saved on our server under your game account. To get it back on a new device or after reinstalling, link a sign-in first: open Settings → Account & recovery (the Account tab in Friends) and choose Link Game Center on iPhone and iPad, or Link Play Games on Android. On the new device, sign in to the same Game Center or Google Play Games account, open the same screen and choose Recover an island. A guest island that was never linked can't be recovered once the game is deleted or the device is lost or reset.

Friends, raids and the Slots

How do I add friends?

Open Friends on the home screen. Your friend code is on the Friends tab: share it, or enter a friend's code to send them a request. The Ranks tab shows the rankings, worldwide or among your friends.

Someone raided my island. What protects it?

Other players can attack your buildings and dig for your coins, even while you're away. Shields block attacks and raids, a coin reserve can't be taken, and a daily loss limit caps what you can lose. The Activity tab in Friends lists every attack and raid on your island. You can block a player there to stop them attacking you.

What are the odds in the Slots?

Tap the info button on the Slots screen to see the chance of each prize before you spin. The Slots pay coins, gems, shields, lives, boosters, treasure digs and attacks, never spins. Spins and prizes are in-game items only: nothing can be cashed out.

Notifications and difficulty

How do I turn notifications on or off?

• iPhone and iPad: open the Settings app, choose Notifications, then Paradise Puzzles.
• Android: open the Settings app, choose Notifications (or Apps), then Paradise Puzzles. You can also touch and hold the game's icon, then tap App info → Notifications.

The game is too hard / too easy

We'd love to hear about it. Tell us the level number and what made it frustrating. Switching on Share anonymous stats in Settings also helps us spot levels that need tuning.

Spending and parental controls

Paradise Puzzles is for adults aged 18 and over, and every purchase is optional. Some bundles include spins with random prizes, and the Slots screen shows the odds before you spin. To control purchases on a device someone else can use:

• iPhone and iPad: Settings → Screen Time → Content & Privacy Restrictions → iTunes & App Store Purchases lets you block in-app purchases or always require a password. Family Sharing's Ask to Buy sends family members' purchases to you for approval.
• Android: in the Play Store, tap your profile picture → Settings → Authentication → Require authentication for purchases. Google Family Link lets parents approve family members' purchases.

Report a player

Names are public, so the game checks every name against a list of offensive and impersonating words, and you can report or block any player you see:

• In the game: open Friends, find the player on the Ranks, Friends or Activity tab (or in the list of islands to raid), tap the ••• button on their row, then Report and choose a reason. Reports are private: the player isn't told who reported them.
• Block: the same ••• button, or Block on the Friends and Activity tabs. Blocked players can't attack or raid your island, and you won't see each other in the rankings. You can unblock them on the Friends tab.
• By email: if you can't use the game, email us with the player's game name, their friend code if you can see it, and what happened.

We review every report, usually within two working days. We may change a name, hide a player from the rankings, or suspend or close accounts that break the rules on names and conduct. If several players report the same name, it is replaced with a default name straight away until we've looked at it.

Delete your account

In the game: Settings → Delete account. Without the game, or for the details of what's deleted, see Delete your account.

Press and business

For press, partnerships and other business, email us.

Policies

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