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Quick answers

Support FAQ

Helpful answers for purchases, account help, gameplay issues, privacy, and support requests.

Purchases & Rewards

I bought coins, boosters, lives, or a bundle but did not receive it. What should I do?

Open Tropic Tumble and use Restore Purchases first. If the item is still missing after the in-app sync, contact support and include your Support ID, platform, purchase date, and receipt or order reference.

Can I get a refund?

Refunds are handled by the App Store or Google Play, depending on where the purchase was made. Tropic Tumble support can help investigate missing items, but store refund rules apply.

Do coins, boosters, lives, or rewards have real money value?

No. Virtual items are for use inside Tropic Tumble only and cannot be exchanged for cash.

What happens if I reinstall the app?

Open the app with the same store account and use Restore Purchases. Active subscriptions and permanent entitlements can be re-synced there, while consumable balances come from your Tropic Tumble account state when that feature is connected.

Account & Data

How do I delete my account or data?

Use the Account Deletion form or the Delete Account option inside the app, if account features are enabled.

Will deleting my account remove my progress?

Yes. Account deletion may permanently remove saved progress, rewards, support history, and account-linked data.

Can some data still be kept after deletion?

Some purchase, fraud prevention, tax, legal, or security records may be kept where required.

Do I need an account to play Tropic Tumble?

Tropic Tumble does not currently require an account to play.

Gameplay Help

How do I report a bug?

Use the Report a Bug form and include your Support ID, app version, device model, level number, and a screenshot or video if possible.

What should I include when asking for gameplay help?

Include the level number, what happened, what you expected to happen, and any screenshots or videos.

Why did my level, reward, or event progress change?

Game features, levels, rewards, events, and balance may change over time as Tropic Tumble improves.

What do I do if my game freezes or crashes?

Restart the app, check that you are on the latest version, and contact support with your device model and app version if it keeps happening.

Support

Where do I find my Support ID?

In the app, go to Settings > Support. The Support ID helps us find your request faster.

How long does support take to reply?

We aim to reply as soon as possible, but response times may vary depending on request volume.

Can I attach screenshots or videos?

Yes. Attachments help us investigate purchase issues, bugs, missing rewards, and gameplay problems.

Can I contact support for general questions?

Yes. Use the Contact Support option for questions that do not fit the other categories.

Privacy & Safety

What information do you collect when I contact support?

Only the information needed to answer your request, such as your name, email, Support ID, platform, app version, device model, message, and optional attachments.

Will my information be used for marketing?

No. Support form information is used to respond to the support request, not for marketing.

Where can I read the Privacy Policy and App Terms?

Use the Policies page for the Privacy Policy and App Terms.