Contact us
E-mail: destek@prizmabahcesi.com
First response time: 5 business days.
This is enough for a first look: a short description of the problem; whether you play on iOS or Android, your device model and operating system version; the app version (the APP VERSION · BUILD row on the in-game ACCOUNT screen); a screenshot if you have one, and how you play (guest, Apple, Google or Facebook). For anything about your account, adding your player ID (support reference) from the same screen helps us find it faster: the COPY button on that row puts the full ID on the clipboard (the row itself shows a shortened form).
Do not send: passwords, payment card details, identity documents or a full store receipt. For purchase problems the last four characters of the Google Play order number (GPA.…) or of the order number on your Apple receipt (Order ID), plus the purchase date, are enough for the first review.
iOS and Android versions
The game runs against the same server in both stores; the following differ by platform:
| Topic | iOS (App Store) | Android (Google Play) |
|---|---|---|
| Sign-in | Guest or Sign in with Apple | Guest, Google or Facebook |
| Payment | Apple (App Store) | Google Play |
| Refunds | Apple: reportaproblem.apple.com | Google Play refund policy |
| Ads | None | Optional rewarded ads (Google AdMob) |
| Account deletion | Inside the game: ACCOUNT → DELETE ACCOUNT | E-mail request; OPEN THE DELETION PAGE on the in-game ACCOUNT screen |
This version has no sign-in method shared by iOS and Android, so progress does not move from one platform to the other.
Frequently asked questions
I cannot sign in
You can play as a guest or sign in: with Sign in with Apple on iOS, with Google or Facebook on Android. Check that you can sign in to the provider account on your device, update the app and try again. If it persists, send us the error text and the provider name.
My progress is gone
Progress is tied to your account on the server. On a new device, sign in with the same provider and the same account; progress comes back from the server. Signing in with a different account creates a separate player record; accounts are not merged automatically. Guest progress is tied only to the guest session on that device: if you sign out, uninstall the app or move to another device, it cannot be recovered.
I paid but nothing was delivered
Close and reopen the app and check your connection; pending transactions are delivered after server verification. The "RESTORE PURCHASES" button on the in-game ACCOUNT card asks the store again. If delivery still fails, send us the last four characters of the order number (GPA.… on Google Play, the Order ID on your Apple receipt for the App Store) and the date.
Purchases do not open on my iPhone
If the shop strip says "PURCHASES RESTRICTED • CHECK DEVICE SETTINGS", in-app purchases are restricted on this device: allow in-app purchases under Screen Time → Content & Privacy Restrictions in Settings. If you are buying as a guest, the game reminds you once, before the payment sheet, that guest purchases are not tied to an account.
Do I have a subscription, and how do I cancel it?
The game has no subscriptions, so there is nothing to cancel: every real-money purchase is one-time and never renews by itself. On a new device, or if a purchase was not delivered, use the "RESTORE PURCHASES" button on the in-game ACCOUNT card.
I want a refund
Refunds are requested from the store you bought from. On iOS (App Store) Apple decides: sign in with your Apple Account at reportaproblem.apple.com, choose the purchase and request a refund. On Android (Google Play) refunds follow the Google Play refund policy; ask Google Play first. If it is not resolved, write to us.
I want to delete my account
iOS: you can delete the account inside the game: tap ACCOUNT in the bottom bar, tap DELETE ACCOUNT, tick "I UNDERSTAND THIS CANNOT BE UNDONE" and tap DELETE PERMANENTLY. If you signed in with Apple, you are first asked to verify again with Apple.
Android: send the request to destek@prizmabahcesi.com with the subject line "Account Deletion Request", and include your sign-in provider and the player ID (support reference) you copied with the COPY button on the in-game ACCOUNT screen. The Android app has no button that deletes the account by itself.
All steps and timelines are on Delete account.
Problems with ads
The iOS version has no ads. On Android you can change your ad preferences in the app settings and in your device's ad settings. A rewarded ad's reward is granted only after server verification; if it was not granted, send us the date and time.
Reporting a security vulnerability
If you have found a vulnerability, write to destek@prizmabahcesi.com before disclosing it publicly. Describe the impact with the smallest possible example and do not try to access real player data. We take reports seriously and will get back to you.
Privacy and data rights
KVKK/GDPR requests: destek@prizmabahcesi.com. What we process is described in the Privacy Policy.