Support
Contact us
Email support@blockups.com. Please include your phone model, the app version (Settings, bottom of the screen) and your player name. We usually reply within 2 working days.
Your data
- Download your data – Settings → Profile → Download my data
- Delete your account – Settings → Profile → Delete account
- Privacy Policy and Terms of Use
Common questions
I changed phones and lost my progress
Progress moves between devices only if you signed in with Google or Apple (Settings → Profile). Guest progress stays on the device where it was created. Sign in on the old phone first, then use the same sign-in on the new one.
I bought gems but didn't get them
Reopen the app with an internet connection: pending purchases are checked again on launch. If gems are still missing, email us with the date and the order ID from your Apple or Google receipt.
Is there a Restore Purchases button?
Gems are consumable, so there is nothing to restore. Your gem balance is saved on your account; sign in with Google or Apple to keep it across devices.
How do I get a refund?
Purchases are handled by Apple and Google. Request a refund at reportaproblem.apple.com or in your Google Play order history.
Why does the app ask a maths question?
That is the parental check. Players under 18 need a parent to answer it before buying gems, and players under 13 before opening links outside the app.
How do I turn off personalised ads?
Open Settings → Privacy choices (EEA/UK) or turn off tracking in iOS Settings → Privacy & Security → Tracking. On Android use Settings → Google → Ads.
Can I change my player name or country?
Your name can be changed in Settings → Profile once per cooldown period. Country can be chosen only once, so leaderboards stay fair.