How can we help?

Your progress is saved to the cloud whenever you play online. To take it to another phone, open Settings and, under Account, tap Save your progress to link Google Play Games (Android) or Game Center (iPhone).

On the new phone, install Pack&GO!, link the same Google Play Games or Game Center account and, when the game finds your saved journey, choose That progress.

Usually, yes. Connect to the internet, open the game and link the same Google Play Games or Game Center account you used before: the game will offer to bring your saved progress back.

If that doesn’t work, write to us with your Player ID and we will look for your journey on our servers.

Open Settings and scroll down to Help: your Player ID is the last line. Tap it to copy it.

It is how we find your account, so include it whenever you write to us. It is not a password, so it is safe to share with our team.

Open Settings and, under Account, tap Delete my account. Your account and your progress are erased from our servers within 30 days. This can’t be undone, and the items you bought go with it.

No longer have the game installed? Write to us, with your Player ID if you have it, and we will delete the account for you.

Only want to start the journey over? Use Reset progress, under Progress in Settings, instead.

Items arrive as soon as the App Store or Google Play confirms the payment, which can take a few minutes. Make sure you are online, then close and reopen the game.

Still missing? Write to us with your Player ID and the order number from the store’s receipt email. We will deliver the item or help you get a refund.

Open the Shop and tap Restore purchases, signed in to the same Apple ID or Google account you paid with. This brings back purchases that last, like No ads.

Coins and other items you use up travel with your progress instead: see keeping your progress on a new phone.

Payments go through the store, so refunds are handled by Apple or Google under their own rules: App Store (support.apple.com/118223) and Google Play (support.google.com/googleplay/answer/2479637).

If something you bought doesn’t work as it should, write to us too: we will fix it or support your refund request with the store.

Turn on the store’s parental controls so that every purchase needs your approval: Ask to Buy with Family Sharing on iPhone, or purchase authentication in the Google Play settings on Android.

You have up to 5 lives. Losing a level costs one, and a new one comes back every 30 minutes. You can also watch a short video for an extra life.

Up to level 10, losing costs no lives at all.

Try a power-up: Undo takes the last tile back, Shuffle re-deals the board, Hint makes a trio for you and Extra Slot adds room in the tray.

Boosters give you a head start: take Bolt or Big Case into a level as it starts.

Update Pack&GO! to the latest version from the store and restart your phone: that solves most problems. Freeing up some storage space helps too.

If it keeps happening, write to us with your phone model, its system version (iOS or Android) and what you were doing when it happened.

It’s all in Settings: Audio for music and sound effects, Gameplay for vibration, notifications and reduced motion, and Language for the game’s language.

Yes. The No ads purchase in the shop removes the ads between levels. Reward videos stay, but you only watch them when you choose to, for an extra life or a reward.

Open Settings and, under Privacy, tap Privacy options. You can change your choice at any time.

Only what the game needs to save your progress, deliver your purchases and show ads. The Privacy Policy explains it all, including how to see, correct or erase your data.