Support

Something not working? Most answers are below. If not, write to support@playhugstorm.com.

Deutsch

Write to us

Email support@playhugstorm.com. It helps a lot if you add:

  • your player ID (in the game: Settings → Player ID → Copy),
  • your phone model and system version,
  • what happened, and a screenshot if you can.

You can write in English or German.

Progress and saves

Where is my progress saved? On your phone, every time something changes. The app also backs up your save to our server (Google Firebase, Frankfurt) whenever you leave the app and your save has changed, for every player including children — this keeps online features like the Garden League and Pollen Race working and lets a reinstall on the same phone get your progress and purchases back. If the app ever finds a save on another device too, it asks you to choose <strong>Keep device</strong> or <strong>Use cloud</strong> before changing anything, and your purchases are kept either way.

New phone? Link your game first: Settings → Game Center (iPhone) or Settings → Play Games (Android). On the new phone, sign in to the same account, open Hugstorm and choose Use cloud when it asks.

My progress is gone. Don’t start over yet. Email us your player ID from the old install if you have it, or any details you remember (level, Guardians, purchases), and we’ll look into it.

Purchases and restoring them

I bought something but didn’t get it. Close and reopen the game with an internet connection. Still missing? Try Settings → Restore purchases, then email us with your player ID and the store receipt.

Restoring on a new phone: sign in with the same Apple ID or Google account and tap Settings → Restore purchases.

Refunds are handled by the store: Apple at reportaproblem.apple.com, Google in your Google Play order history.

Subscriptions can be cancelled in your App Store or Google Play settings (in the game: Settings → Manage subscription). Deleting the game doesn’t cancel them.

There are no paid random items in Hugstorm — everything you can buy shows its exact contents first.

Ads

Most ads are reward videos you choose to watch, for example to double your coins. Players who haven’t bought anything may see a short ad between levels from level 10; any purchase or the Ad Pass turns those off.

Ads for players under 13 are made for children: no advertising ID, no interest-based ads, content for all ages. Teens only see non-personalised ads. Before the age question is answered, the game shows no ads.

At the first start, before Level 1, the game asks about ads before it knows your age: Google’s consent form where your region requires it, and on iPhone and iPad a short screen from us, then Apple’s tracking request. For players under 18 the answers change nothing: their ads are never personalised.

To change your ad choices: Settings → Privacy choices. On iPhone you can also turn tracking off in iPhone Settings → Privacy & Security → Tracking.

If a reward video didn’t give you the reward, email us the time it happened and your player ID.

Parents: age and controls

Hugstorm asks for a birth month and year once, with no pre-set answer, and keeps only the age group. For children under 13:

  • no tracking, and only child-directed, non-personalised ads;
  • a grown-up check before any link out of the game;
  • no pop-up offers, no countdowns, no purchase offers during a battle and no notifications about sales;
  • generated names in leagues.

Teens (13 to 17) get the full shop, like adults, and only non-personalised ads.

Purchases: the game has no purchase check and no spending limit of its own, and every age sees the same prices. You decide on the phone, with Apple’s and Google’s family settings:

  • iPhone and iPad: turn on Ask to Buy (Settings → Family → your child → Apps & Websites → Restrictions → Ask to Buy), or block in-app purchases with Screen Time (Settings → Screen Time → Apps & Websites → App Store → In-app Purchases → Blocked).
  • Android: turn on purchase approvals in the Family Link app (your child → Controls → Google Play → Require approval for).

Entered the wrong age? Email us your player ID and we’ll help.

Devices

  • iPhone: iOS 16.4 or later.
  • Android: Android 8.0 or later, at least 3 GB of memory and OpenGL ES 3.1. If the game says to update “Android System WebView”, update it in Google Play.
  • Phones first; tablets play the phone layout.
  • Running warm or slow? Try Settings → Graphics → Battery saver.

Deleting your account

In the game: Settings → Delete account. Or email us. Read what gets deleted and when.