Purchases
My purchase didn't arrive
Make sure you're connected to the internet, then go to Settings > Controls > Profile > Restore Purchases. Purchases also get checked every time the game starts. Still missing? Email us with the order number from your Google Play receipt (it starts with GPA.).
I got a new phone or reinstalled the game
Remove Ads, VIP and the 4th weapon slot come back automatically when you sign in to Google Play with the same Google account, or with Restore Purchases. To bring your progress back, use cloud save (below).
Can I get a refund?
Refunds are handled by the store. For Google Play, see Google Play's refund help. On Roblox, see Roblox Support.
Progress and cloud save
How do I keep my progress on a new device?
On Android, sign in to Google Play Games (the game usually does this automatically, or use Settings > Controls > Profile > Sign In). Your progress is then saved in your Google account and comes back when you install the game on another device with the same account.
Where's my Player ID?
Settings > Controls > Profile. It looks like B7KQ-2M9X-TR. Include it when you contact us about your account, a ban or a report.
How do I start over or delete my data?
See Delete your data.
Controls and controllers
- Touch: move and resize every button in Settings > Button Layout.
- Controllers: PlayStation and Xbox controllers work in the menus and in game, and the button prompts match your controller. Rebind buttons in Settings > Key Binds. The touch buttons hide while you use a controller and come back when you touch the screen.
- Mouse and keyboard: supported on PC and on Android devices with a keyboard.
- First or third person: switch any time with the camera button.
Online play
I can't connect or find a match
Online play needs a working internet connection. Try switching between Wi-Fi and mobile data, check that you and your friends have the latest version of the game, and try again in a minute; the game automatically tries more than one server. Some school, work or public Wi-Fi networks block game connections.
How do I play with friends?
One player hosts a party and shares the party code; the others choose Join and enter it. Or use Quick Match to join a public party.
Reporting and blocking
Open the players list during or after an online match to block a player (they can't join your parties) or report them. Reports come straight to us and we review them. Players who break the rules can be banned from online play.
If you think you were banned by mistake, email us with your Player ID.
Performance
If the game stutters, open Settings > Graphics and choose Low or Medium, or lower the frame limit. If it's still slow, the game may offer to send us a performance report; it's optional, and it helps us make the game run better on your device.
Ads
The free Android version shows a video ad between some runs, plus optional reward ads. Remove Ads or VIP turns off all ads for good. Change how ads use your data in Settings > About > Your Privacy Choices (where available). More in our Privacy Policy.
Contact us
In the game
Tap Feedback on the main menu to send a bug report or idea straight to us. Leave Include game info ticked so we can find the problem faster.
By email
[email protected]
Include your Player ID, your device and what happened. We usually reply within a few days.
Hollow Porch Games is an independent studio. For privacy questions, see our Privacy Policy.