Support

We're happy to help. Most questions are answered here; if not, write to us.

We usually reply within 2–3 business days. Please mention your device model and what happened, and for anything about “Friends”, your friend code.

Purchases

I bought an item and it didn't appear

Open the shop in the Game and tap “Restore purchases” (also in Settings → Parents). Permanent items such as toys and clothes come back. If that doesn't help, write to us.

How do I get a refund?

Payments go through Apple or Google, so they handle refunds. iPhone: reportaproblem.apple.com. Android: Google Play → Profile → Payments & subscriptions → Budget & history.

How do I stop a child from buying?

Turn off “Buying allowed” in Settings → Parents, or switch on the grown-up check before every purchase. Only a grown-up can undo these protections. We also recommend Apple's “Ask to Buy” or Google's Family Link.

My pets

My progress is gone

Progress is saved on the device. Deleting the app or clearing the site's data in the browser erases it. If you linked another device, it is also kept in the cloud: reinstall, and on another linked device choose Settings → Another device → “Add a device”. Without a linked device we have no copy. Permanent purchases can be restored (see above).

How do I carry on with my pet on a new phone or an iPad?

On the device your pet is on: Settings → Another device → “Move from this device”. An 8-digit code and a QR code appear, valid for 10 minutes. On the new device: Settings → Another device → “I have a code”, then type or scan it. From then on both devices raise the same pet: play on one at a time, and everything that happens (feeding, playing, buying) reaches the other. No account and no personal details are needed. Album photos and recorded commands stay on each device.

I lost a linked device

On another linked device: Settings → Another device, and choose “Unlink” next to the lost one. It loses access to your pets at once.

My pet is sad or sick

That's part of the game, and pets never die. Feed, play and give attention; if your pet is sick, the cure in the Game is free.

Going away? Leave them at the pet hotel

Shop → Pet hotel. One day is free, and you can pick your pets up early at any time.

Microphone, camera and friends

Voice commands don't work

Make sure the Game has microphone permission in your device settings. Sound is processed on the device only and never sent anywhere.

How do I add a friend?

The Friends page shows an 8-digit code and a QR code. Give it to a friend you know, who types or scans it; you both approve.

Someone is bothering me

Tap them in your friends list and choose “Remove and block”. You can also write to us.

Privacy and deleting data

The Game collects no personal details. To delete the information on our server: Settings → Parents → “Delete friends and code”, and if you linked devices, Settings → Another device → “Delete the cloud save”. Full details are in the Privacy Policy.