Back to the escape.
Help with a purchase, your progress, or something that isn’t working the way it should.
Let’s sort it out.
Tell us what happened and where you got stuck. Support is handled by the game’s developer, Carson Friscic.
support@playballescape.comEmail supportA good place to start.
How do I restore a permanent purchase?
Open the in-game Shop and select Restore Purchases while connected to the internet and using the Apple account that made the purchase. Remove Ads, Fast Forward, and Starter Pack ownership are permanent purchases. Starter Pack currency is a one-time grant; restoring ownership does not repeatedly award that currency.
Apple charged me, but I didn’t receive my items.
Give a pending purchase time to finish, then reopen the game with an internet connection. For a permanent purchase, try Restore Purchases in the Shop. If the items still do not appear, email us the product name, approximate purchase time, and relevant Apple order information. Avoid purchasing it again just to troubleshoot.
Where is my saved progress?
Progress and consumable balances are stored locally. Keep the app installed while we investigate; reinstalling may remove the progress you want to recover. Tell us whether the issue followed an update, device change, reinstall, or interruption. We cannot promise recovery of a deleted local save.
Can I move progress to another iPhone?
The game does not currently offer a cloud-save account. Permanent purchases can be restored through the same Apple account. Campaign progress, coins, keys, Style Points, and other local balances are not guaranteed to transfer or return after uninstall.
Why am I still seeing ads after buying Remove Ads?
Remove Ads disables automatic interstitial ads. Rewarded ads remain available when you choose to watch one for a reward. If an automatic interstitial still appears, restore purchases in the Shop and contact us if the problem continues.
How do I adjust music, effects, or haptics?
Open Settings. Ambient Music has its own volume slider; slide it fully left to mute music. Game Sounds, Dynamic Music, and Haptics have separate controls. If audio disappears unexpectedly, tell us whether it happened after an ad, a purchase, backgrounding, or a change of headphones.
Where can I see chest odds?
Select View Chest Odds on a key-containing product in the Shop, or View Exact Chest Odds on the chest screen. The figures use your current card levels. Read our chest explanation for how rewards are selected.
How do refunds work?
Apple handles App Store billing and refund requests. Visit Apple’s Report a Problem service. Contact us if you need help identifying a game product or explaining what happened.
How do I make a privacy request?
Email the support address with “Privacy request” in the subject. Explain what you are requesting and include only the information needed to help locate your record. See the Privacy Policy for more detail.