Question 1

How can I reach support with my request?

Accepted Answer

We always love to read from our players. We would be happy to receive your feedback and suggestions for improvement.
 
Should you have discovered a supposed error, we would like to help you. Cooperation with our team is essential and requires an intensive exchange of information. Please note the following when contacting support:
1. Search our FAQ for your question. Perhaps there is already a solution or explanation for this problem. This way you can get an answer quickly and save yourself annoyance.
2. Performance issues or "bugs" can typically be resolved by force closing all applications and restarting your device. Also, please ensure that you are using the most current version of our game, as well as an up-to-date version of your device's operating system.
3. Be descriptive as possible and provide us with as many details as you can, including any bugs or feature suggestions. If you think it might help us improve your gaming experience, we would like to hear about it!
4. Screenshots: We love ‘em! If something is not behaving correctly or isn't displayed properly, screenshots make it easier for us to see what's going on. True to the saying: a picture is worth a thousand words.
We appreciate your comments and suggestions. It helps us to improve our games so that they remain an enjoyable experience for everyone who plays. We look forward to hearing from you: Support Contact(javascript:void(0))

Question 2

Why do I still see ads after purchasing in-app?

Accepted Answer

If you are seeing advertising after you purchase "Remove Ads" try the following steps:
 
1. Restart your device. How to restart your device - https://support.apple.com/en-us/HT201559
2. Open Solitaire > open menu > select option 'Restore' > you may be prompted to log into your Apple ID to complete the restore (see image below).
3. Check the slider for "Advertisments". If you do not want to receive advertising, this slider must be on the left.
If you have any trouble with the subscription please reach out to Customer Support for further assistance.
 
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Question 3

Are data used in the app?

Accepted Answer

Our apps use some features that access the internet. This internet access is necessary if you have completed a successful round and want to transfer your best time to Game Center (iOS) or Game Services (Android). This also applies to achievements that are unlocked during the game.
 
In our free games, we also load advertisements before starting the rounds. These data are always used from the WLAN with first priority. If there is no WiFi, your smartphone uses the mobile internet. The downloaded data is limited to the absolute minimum.
 
When the app is closed, no data is used!

Question 4

How can I download an older version?

Accepted Answer

Apple or Android only ever download the latest version. The current version can be downloaded for free from the App Store or Google Play Store. As soon as you download an update, the previous version will be overwritten and no longer available.
 
We recommend that you always use the latest version of our apps. Updates fix many bugs and optimize the app so that it is more fun for you in the long term.

Question 5

How can I report advertisements?

Accepted Answer

Everyone should be able to play our games for free. In order to enable our players to do this, we finance ourselves through advertising.
 
With our apps we offer a platform for advertisers. It is not possible to manually check the advertisements for every player. In order to deliver you only the most suitable advertising, we have hand-made filters and criteria. However, it can happen that you receive inappropriate advertising. You can report the advertising and will no longer be shown to you.
 
Should an error occur anyway, we are happy to take a closer look at this problem. But for this we need more information about advertising:
 • A screenshot with the advertisement
 • A description of the advertisement: which product, service, company, name, ...
 • An explanation of what exactly is wrong with it: incorrect positioning, inappropriate content, ...
Please send this information to us at support@nerbyte.com and we will take care of this issue.

Question 6

Where can I adjust notifications settings?

Accepted Answer

We use the services of Apple or Google to show you notifications. No third party providers are used for this service. You will be asked in the app if you would like to receive information about the app. If you agree to this, the notifications are activated.
 
You can activate or deactivate this service manually at any time in your smartphone settings.

Question 7

How can I take a screenshot on my device?

Accepted Answer

Instructions for iPhone / iPad:
1. Press the Side Button and the Volume Up button at the same time
2. Quickly release both buttons
3. After you take a screenshot, a thumbnail temporarily appears in the lower-left corner of your screen. Tap the thumbnail to open it or swipe left to dismiss it.
 
Instructions for Android:
1. Open the screen that you want to capture
2. Press the Power and Volume down buttons at the same time. If that doesn’t work, press and hold the Power button for a few seconds. Then tap Screenshot.
3. At the bottom left, you’ll find a preview of your screenshot.
 
Since the instructions can vary by device type. If the above instructions aren't relevant to your device you can find out more on the website of your device manufacturer.

Question 8

Why are there in-app purchases in the game?

Accepted Answer

Our games are available for free on iOS and Android. For players who are bothered by the advertising, there is the option to permanently remove the advertising with a one-time purchase. By purchasing an in app, the advertising is removed.

Question 9

Can I get a refund?

Accepted Answer

Instructions for iOS:
We are unable to process App Store refunds, as Apple does not give developers any tools to do so. We merely submit our games to the store while Apple manages their sales and financial transactions. For this reason, and as the seller, only Apple can assist you with a refund pending their own refund policies.

For more information on how to obtain a refund from Apple, please go to the following Apple Support URL: https://support.apple.com/HT204084(https://support.apple.com/HT204084)
 
Instructions for Android:
Has it been less than 48 hours since your purchase? If so you can request a refund directly through Google Play by following the instructions in the link below:
https://support.google.com/googleplay/answer/2479637(https://support.google.com/googleplay/answer/2479637)

If it has been over 48 hours, you can send us a refund request via our contact form. Your request will be reviewed and a decision will be made as per our own internal policies. Please include the following details:
 • Order number (GPA) of your purchase. This can be found in the confirmation email sent to you by Google upon making the purchase.
 • Reason for the refund. Please be as detailed as possible!

Question 10

Can I transfer the app from Android to iOS or vice-versa?

Accepted Answer

Unfortunately that does not work. If you have bought something in one of our apps on a platform, this purchase is only tied to this platform. If you also play on other platforms, you have to make the purchase there as well. Unfortunately, we have no influence on these circumstances because each platform belongs to a different company (Apple, Google, ..).

Support

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