Support
Last updated 21 August 2026
Something not working? Write to us — a real person reads it.
We usually answer within a couple of days. It helps enormously if you include your account identifier (Profile tab, account section), your device model, and what you expected to happen.
Common questions
›I lost my progress after reinstalling.
If you never linked an Apple or Google account, the grove was tied to an anonymous account on that device, and reinstalling can leave it behind. Open the Profile tab and link a sign-in — that is what makes progress survive a lost or wiped device in future.
If you did link one, sign in with the same provider and your grove should return. If it does not, email us with the sign-in address.
›I paid for something and did not receive it.
First, reopen the game while online — unfinished purchases are re-delivered automatically on launch, and a purchase interrupted by a crash or a dropped connection usually resolves itself this way.
If it still has not arrived, email us with the store receipt or order number and we will sort it out directly. That is faster than a refund.
›How do I get a refund?
Refunds are handled by Apple and Google, not by us — we cannot issue one on their behalf. Use the store’s own refund process from your purchase history.
If the problem is that something did not arrive rather than that you changed your mind, please write to us first; we can usually fix that in a day.
›The watch-a-video button says 'finding a video' and never works.
That means no advert was available at that moment. Fill varies by country, by time of day, and by how many you have already seen. The game keeps trying in the background, so it usually starts working again on its own.
You never need to watch an advert to finish the game — every one is optional, and nothing is locked behind them.
›How do I stop my grove appearing on the boards?
Open Settings and turn the boards off. Your card is withdrawn and your keeper name stops being visible to other players. You keep the name inside your own game.
›How do I change my advertising choice?
Settings › Privacy & ad choices. On iOS, the separate tracking permission lives in iOS Settings › Privacy & Security › Tracking.
›How do I delete everything?
See deleting your account and data. Note that deleting the app alone does not delete what is on our servers.
›My keeper name was refused.
Names have to be unique, and we filter ones that impersonate someone, read as harassment, or contain characters that break other players’ entries on the board.
A refused name is not taken from you — you keep it inside your own game and appear on the boards under a generated handle instead.
Reporting a security problem
If you have found a way to break the economy, read another player’s save, or otherwise get at something you should not, please tell us at arcadetkn@gmail.com before telling anyone else. We will not take action against you for reporting something in good faith.