Troubleshooting
The quickest way: chat with us right here. A real person from the team answers, here and by email.
Chat with usWe read every message.
Fastest way: chat from the game
In the game: Settings > Help & Support > Contact us. It opens a chat with our team, with your game details (app version, phone model, Player ID and progress) already attached, so we can find your hotel straight away. If you signed in with Google or Apple in the game, the chat knows it's you and you don't need to log in again.
No internet? Contact us opens an email instead, with the same details filled in.
By email
Please include:
- what happened and what you expected
- your Player ID (Settings > Account, tap the copy button)
- the app version (Settings, bottom of the page)
- your phone model and its Android or iOS version
- a screenshot or screen recording if you can
Before you write
- Purchases: see “Purchases not received”.
- New phone: see “Saving your progress: sign in with Google or Apple”.
- Energy questions: see “Energy: what it is and how to get more”.
- iPhone videos: see “iPhone: reward videos do not load”.
We usually answer within a couple of business days.
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