Support & Help
Something broken? Let's fix it
The steps below close most questions in a couple of minutes. If they don't, write to us directly.
Write to us
If Settings didn't solve it, there's one address. We read what you send and answer it.
Response time: genellikle iki iş günü
Start in the Settings screen
Most of what reaches our inbox is one tap away inside the game. Open Settings from the main menu and check:
Language
PolyMerge plays in 20 languages. The language you pick here wins, not your device language.
Music and sound effects
Two separate sliders. Pulling one to zero leaves the other untouched, so you can keep effects on with the music off.
Ghost piece
The faint outline showing where the falling piece will land. Turn it off if it distracts you.
Visual effect quality
Auto, High and Low. If your device heats up or the game stutters, switch to Low; the difference shows immediately.
Report a bug
Copy the template below, fill in the blanks and paste it into your email. These few lines are usually all we need to reproduce the problem on your device.
Game version: (shown on the app page in the App Store or Google Play) Device model: (e.g. the model name in your phone's settings) OS version: (your iOS or Android version number) What I did: (the steps right before it happened, in order) What happened: (what you saw on screen) What I expected instead: Does it happen every time: (yes / no / sometimes) Screenshot or video: (attach to the email)
A screenshot on its own is the fastest clue. If you can record your screen, send the video too.
Purchases and refunds
Purchases in PolyMerge are billed by the App Store or Google Play, not by us, and they decide on refunds. You start the process yourself below.
App Store (iPhone, iPad)
Sign in at reportaproblem.apple.com with your Apple Account and pick the purchase from the list. Choose “Report a Problem”, describe what went wrong and submit; Apple emails you the outcome.
Google Play (Android)
In the Google Play app, tap your profile picture and go to Payments & subscriptions → Budget & order history, find the purchase and request a refund. If Google declines or points you back to us, email our support address with your order number and we'll do what we can.
Frequently asked questions
These are the questions players ask us most. If yours isn't here, write to us.
Is the game free, and will I see ads?
There are no ads in the game at all. You can buy coins and boosters in the shop if you want, and there are no loot boxes or spin wheels. For the download price, check the App Store or Google Play listing.
Can I play without an internet connection?
Yes, the whole game runs offline. You only need a connection to see the weekly leaderboard and submit your score.
I bought something by accident. How do I get a refund?
Refunds are handled by the store, not by us. On iPhone and iPad, go to reportaproblem.apple.com, sign in with your Apple Account and report the purchase; on Android, open Google Play, tap your profile picture and request the refund under Payments & subscriptions → Budget & order history.
I'm switching phones. Do my purchases come with me?
Sign in with the same store account on the new device, open the Shop screen and tap RESTORE PURCHASES to get your permanent purchases back. Consumable items like coins and your game progress live in the device's own storage, and since there is no cloud sync they do not move to the new device.
My progress is gone. Can you bring it back?
Your progress (level, coins, badges and settings) is stored only on your device, with no cloud backup. If the app was deleted or the device data was cleared, that save cannot be recovered. Scores you submitted to the leaderboard are the exception: those records sit on our side and stay in the table. If something else seems to be going on, write to support@jogagames.io.
When does the leaderboard reset?
There are two tables. The weekly one starts from zero every new calendar week and the previous week's ranking closes. Your entry in the All Time tab is never reset. Entry is anonymous, so you don't need an account.
How do I change the game's language?
Tap the gear icon in the main menu to open Settings, choose the Language row and pick your language from the list. There are 20 languages and the change applies immediately.
The music is too loud. How do I turn it down?
Settings has separate sliders for Music and Sound Effects, so you can lower either one on its own or turn it off completely. To mute the music in one tap, use the music-note button in the main menu; the speaker button next to it mutes the sound effects.
How do I switch the look from Prismvale to Classic?
You change the visual identity in the Shop: tap SELECT on an identity card and the game switches to that style right away. An identity you haven't unlocked yet costs coins, and once it's unlocked you can swap between the two as often as you like.
I found a bug. Where do I report it?
Write to support@jogagames.io. Include your device model, the game version and a screenshot if you can, and we'll track it down much faster.
Didn't find what you needed?
Tell us the problem, your device model and the game version, and we'll try to solve it in one reply.