Total Games

Let’s get you
back to play.

Help with purchases, progress and the occasional unexpected pause.

A purchase hasn’t appeared

  1. Check that the purchase completed in your Apple purchase history. A pending payment or approval may need to finish first.
  2. Connect to the internet and reopen the game. Make sure you’re using the Apple Account that made the purchase.
  3. For a permanent unlock, open the game’s shop or settings and choose Restore Purchases, where available.
  4. If a completed purchase is still missing, contact us with the item, approximate purchase date and what happened. Please hide personal details in any receipt screenshot.

Consumable items, such as coins or one-use boosters, are used within a game and cannot normally be restored through Apple’s Restore Purchases feature. Restoring a permanent unlock does not restore a local game save.

See Apple’s help with missing in-app purchases. For a refund request, use Apple’s Report a Problem service. Apple handles payment and refund decisions.

Keep your progress safe

In games that save only on your device, progress belongs to that installation. Moving to another device or reinstalling the app may not bring it back. A device backup may help, but recovery depends on your backup and the app.

Contact us before deleting the app. Deleting an app can remove its local progress, settings and unused consumable items.

If progress appears to be missing, check that you opened the same app on the same device. Close and reopen it, then contact us before resetting anything. We cannot recover a local save that was never sent to us.

Something isn’t working

Try closing and reopening the game, restarting your device, and checking the App Store for an update. Keep enough free storage available for the app to save your progress. Purchase and restore features need an internet connection even when the game itself can be played offline.

If the problem continues, tell us what you expected, what actually happened, and the steps that lead to it. A screenshot can help; crop out notifications and other personal information.

Send us a note

Include the app you’re using, your device model, your iOS or iPadOS version, the app version if available, and a short description of the problem. For a puzzle issue, include the level number.

Never send your Apple password, payment-card details or other account credentials. We do not need them to help.

Information you send to support is handled as described in our privacy notice.