Support

Emotion Factory · Tile Journey

Something broken, lost or confusing? Write to us and a human will answer. We aim to reply within two business days.

What to include

Our games have no accounts, so we cannot look you up by name. To find your data — or your purchase — we need:

• The game name and the version shown in its settings screen.
• Your device model and operating system version.
• What happened, and what you expected to happen instead.
• A screenshot or short recording, if the problem is visible.
• For purchase issues: the order or transaction ID from your App Store or Google Play receipt.
• For privacy requests: your advertising identifier (IDFA or GAID), otherwise there is nothing we can locate.

Common questions

I paid and did not get my items

First reopen the game while online — most purchases finish on their own once the store confirms them. If nothing arrives, send us the transaction ID from your store receipt and we will sort it out.

I want a refund

Refunds are handled by the store you bought from, not by us. On iOS use reportaproblem.apple.com; on Android use the order history in Google Play. If the store turns you down and you think that is wrong, write to us and we will look at it.

I lost my progress

Progress is stored on the device. Deleting the game, switching phones or resetting the device can lose it. Tell us as much as you can remember about where you were and we will do what we can.

I want my data deleted

Email legalrequests@emofactory.io with your advertising identifier. See the Privacy Policy for the full list of your rights.

Ads are showing too often, or an ad is broken

Send a screenshot and the approximate time. We pass it to the ad network. You can also turn off personalised ads in your device settings — see the Cookie Policy.

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