Let’s get you back to playing.

Check that you are signed in to the store account used for the purchase. If your game has a Restore Purchases option, try it. If the purchase is still missing, email support with the game name, purchase date, platform, and order ID. Consumable purchases, such as currency, may not be restored by the store’s restore function.

Avoid uninstalling the game or clearing its data while we investigate, because that can remove local saves. Tell us the game name, device, and what happened before progress disappeared. If you use cloud saves, avoid uploading a new or empty save over your existing backup.

Email us with your device model, operating system, game version, and the steps that led to the problem. Tell us whether it happens every time, and include a screenshot if it helps explain the issue.

For App Store purchases, use Apple’s Report a Problem. For Google Play purchases, see Google Play’s refund instructions. Eligibility and processing are handled under the relevant store’s policies.

Monster Picnic is in development. Parents and guardians can use the support email above to ask questions or report a problem with a playtest version. Please don’t include a child’s full name, photo, or other identifying information.

Visit Data & Account Deletion for the information to include and a direct email link. Deleting an app does not necessarily remove a cloud save or support correspondence.