Support

I changed phones and my progress is gone

Your progress is saved in your account. If you connected it to Apple or Game Center, open Profile on the new phone and connect the same account. If you played as a guest without connecting it, write to us with your old player code.

I bought something and didn't get it

Open the Store and tap Restore Purchases, with an internet connection. If it still doesn't appear, write to us with the date and the product.

My token balance is negative

It happens when Apple refunds a purchase whose tokens you had already spent: we remove what that purchase gave you and the balance goes below 0. It is a debt paid back by itself with the tokens you get later. While your balance is below the price, you can't buy or enter matches with those tokens.

How do I delete my account?

In Settings → Delete my account. Your profile, tokens (including those bought with money), collection, custom marble and friends are deleted, and we remove you from other players' lists. Marbles and effects bought with real money, including those in the Starter Pack, come back on another account with Restore Purchases; bought tokens don't. The record of your purchases is kept to handle refunds; the details are in the privacy policy.

How do I report or block a player?

In Multiplayer, in the player's "…" menu, or with the flag in an online match's results. We review every report within 48 hours at most. See the community rules.

What do I win in a public match?

• 1st: the bronze from your points, +2 bronze, 1 silver and 1 silver ticket. Plus 1 gold if the match lasted at least 5 minutes and 3 or more players played it to the end.
• 2nd: the bronze from your points and, in matches of 3 or more players, +2 bronze and 1 silver.
• 3rd: the bronze from your points.
• For every 6 bronze you win, 1 basic ticket. If first place is tied, everyone tied is paid as 1st.

Why didn't I get silver or gold in a public match?

In public matches, silver and gold are only for accounts connected to Apple or Game Center (connect yours in Profile). Also, these extra prizes are only paid in your first 5 public matches each day; the 2nd place's only in matches of 3 or more players; and gold only if the match lasted at least 5 minutes and 3 or more players played it to the end.

Everyone left my public match

If everyone else leaves the match (or misses two turns in a row) while they still had marbles, you win by default and get the 1st place prize that applies to you. A player who leaves after running out of marbles doesn't count as leaving: in Pepo, cana y trulo you win anyway, since you're the only one with marbles, but in Los Ñocos the match goes on until you finish the course or run out of marbles. For gold, the players who finished the match count, including those who ran out of marbles and then left; those who left with marbles don't. You can stay on the results as long as you like and leave when you decide.

What do I win in a private room?

Fixed prizes: 3 bronze for 1st, 2 for 2nd and 1 for 3rd (if first place is tied, everyone tied is paid as 1st). There is no bronze for points and no tickets. Private rooms are for having fun with friends: entry is 4 bronze per player and creating the room costs 1 silver.

In Los Ñocos, my marble fell into a hole that wasn't mine

You lose 1 point (if you have any) and that marble leaves the game: it doesn't go back to your bag. That way every match comes to an end.

What are Kiosk Marbles?

You trade a ticket for a little bag of three marbles and, depending on the marbles that come out, you win tokens. Every bag always gives a prize. Tickets are free and never sold: you earn them by playing, watching ads, sharing, as a gift from a friend or with the gifts the store gives now and then, whenever our team decides. The odds of each ticket are behind the "%" button.

How often does the store give away tickets?

There is no set date: our team decides the store's gifts, now and then, and they can bring basic, silver or golden tickets. Each gift lasts a limited time and each account can claim it only once. When there is one, you'll see it in Store → Neighbourhood deals and in Kiosk Marbles: claim it before it ends! A gift that has ended can no longer be claimed.

How do I change my ad consent?

In Settings → Ad privacy options (it only appears where the law requires it). Whether you get personalised ads is up to you in iPhone Settings → Privacy & Security → Tracking: without your permission, ads are non-personalised.