SUPPORT
Something wrong? Tell us
A real person reads every message. Most answers are below — if yours is not, email us and we will reply within two working days.
Contactbrainloomteam@gmail.com
It helps to include your device and OS version, the app version from Settings, and what you were doing when it went wrong. If it is about an account, send the email address you sign in with.
Account and progress
- My progress did not carry over to a new phone.
- Progress syncs to your account, not the device. Sign in with the same method you used before and your levels, coins and word bank come back. Guest play stays on the device it was played on.
- I cannot sign in with Google.
- Make sure you are on the latest version from the store, then try again. If it still fails, email us the address you are signing in with and we will look at the account.
- How do I delete my account and data?
- In the app, go to Settings, then Account, then Delete account. It removes your data and session tokens. You can also email us and we will do it for you.
Luma Plus and purchases
- I subscribed but Luma Plus is not active.
- Open the Luma Plus screen and tap Restore. If it is still inactive, email us with the store you bought from and the date, and we will check the receipt against your account.
- How do I cancel Luma Plus?
- Subscriptions are managed by the store, not by us. On iPhone or iPad, open Settings, tap your name, then Subscriptions. On Android, open the Play Store, then Payments and subscriptions.
- I want a refund.
- Refunds are handled by Apple or Google, since they process the payment. Apple: reportaproblem.apple.com. Google: play.google.com/store/account/orderhistory. Email us if you get stuck and we will help you chase it.
Playing the game
- A level or clue looks wrong.
- Send us the mode and the level number and we will check the puzzle. Screenshots help a lot.
- A word I found was not accepted.
- Tell us the word and the level. We add missing entries to the dictionary in batches.
- The app is slow or crashes.
- Email us your device model and iOS or Android version, and what you were doing when it happened. That is usually enough for us to reproduce it.
Privacy and terms
- Where do I find your policies?
- Read the privacy policy and the terms of use. Data deletion is covered in the privacy policy, and you can also request it by email.