The help desk

Support

Answers to common questions are below. If yours isn't here, write to us: we read every message.

Purchases and refunds

I bought something but it hasn't arrived

A purchase can take a moment to be confirmed by the App Store or Google Play. Open the Shop in the game while you're connected to the internet: the game delivers any purchase that is still waiting as soon as the store confirms it. If it still hasn't arrived after that, write to us with your Player ID and the order number from your store receipt.

How do I get a refund?

Purchases are made through Apple or Google, so refunds are requested from them; we can't refund money ourselves.

• App Store: go to reportaproblem.apple.com, sign in and choose the purchase.
• Google Play: open your order history and choose the purchase.

When a refund is granted, the game learns about it automatically, usually within about 15 minutes, and takes back what the purchase delivered.

Why is my coin balance below zero?

When a purchase is refunded, the coins and power-ups it delivered are taken back. If some of them had already been used, your balance goes below zero, and spending is paused until it is earned back through play or a purchase. If you think a refund was made by mistake, write to us.

Do my coins and power-ups move to a new phone?

Yes, when your progress does: everything you buy is part of your progress. See Moving to a new phone.

Moving to a new phone

You play without creating an account: the game gives you an anonymous player and keeps your progress on our servers. To take that progress to another phone, link it to a game account first.

Android: link Google Play Games

1. On your current phone, open Settings ▸ Save your progress and tap Link Google Play Games.
2. On the new phone, sign in to the same Google Play Games account and install Inkwell Puzzles. Your progress loads when you open the game.

Already played on the new phone? Open Settings ▸ Save your progress there and link the same account: the game asks before it replaces that phone's progress with your saved progress.

iPhone and iPad

Signing in with Game Center isn't available yet, so on iPhone and iPad your progress stays with the game on the device you play on. Deleting the game, or resetting or replacing the device, starts a new game.

Can you move my progress for me?

We're sorry, but we can't copy progress from one player to another, so please link your account before you change phones.

Your data

Copy your data

Settings ▸ Your data ▸ Copy my data puts everything we hold about your player on your clipboard, ready to paste and keep.

Delete your account

Settings ▸ Your data ▸ Delete my account erases your account and its data. You can also ask us by email if you no longer have the game. See Delete your data for the steps and for what is kept.

Usage statistics

The game shares anonymous usage statistics only if you agree. Turn Settings ▸ Share anonymous usage data on or off at any time. The privacy policy explains what the game collects and why.

Reminders and notifications

What reminders does the game send?

Reminders are off until you say yes. The game offers them after you play a mini game, and only if you agree does your phone ask for permission to show notifications. There are two kinds: one when you can play a puzzle again, and one when a new edition of the daily puzzles is out. You get at most one of each, and never at night: a reminder due between 9:30 in the evening and 9 in the morning waits until 9.

Reminders are scheduled on your phone itself; nothing is sent from our servers.

How do I turn them on or off?

Use Settings ▸ Reminders in the game. If your phone's settings turn off notifications for Inkwell Puzzles, the game says so in Settings: turn them back on in your phone's notification settings.

Languages

Inkwell Puzzles plays in English, Español, Français, Deutsch and Português (Brasil), each with its own word lists. The game starts in your phone's language when it is one of these, and in English otherwise. Change it at any time in Settings ▸ Language.

Mini Cross and word definitions are in English only for now; in the other languages Mini Cross doesn't appear.

Playing the game

Do I need an internet connection?

No. You can play offline: your progress is saved on your phone and sent to our servers when you're back online. Buying, the weekly ranking, word definitions, linking an account and deleting your account need a connection.

The game says a new edition is out

Your version of the game is no longer supported. Update Inkwell Puzzles from the App Store or Google Play to keep playing: your progress is saved.

Larger text and other display settings

Settings has a larger text size, high-contrast and colour-blind-friendly colours, reduced motion, and switches for sound effects and vibration.