Support

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. A copy is also kept on our servers, so online features and moving to a new phone work.

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 and open Hugstorm.

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. Adults who haven’t bought anything may see a short ad between levels from level 10; any purchase or the Ad Pass turns those off.

Players under 13 see no ads at all. Teens only see non-personalised ads.

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 ads and no tracking;
• a grown-up check before any purchase, subscription or link out of the game;
• a weekly spending limit ($10 a week; teens have a $20 limit);
• no countdown offers and no pop-up offers;
• generated names in leagues.

You can add your own controls on the phone: Screen Time and Ask to Buy on iPhone, Google Family Link and purchase approval in Google Play on Android.

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.