How can we help?

Water Sort: MyPuzzle currently uses a guest player account associated with the app installation. Reinstalling the app, clearing its local data, or moving to another device may create a new guest account and may prevent automatic recovery of the old account. Contact us with any previous player ID, current player ID, approximate level, and purchase transaction IDs so we can investigate.

First, keep the app installed, confirm you are online, and reopen the Shop. A pending purchase may complete after the app reconnects. If items still do not appear, email us with the product name, purchase time, player ID, and Apple order or transaction ID. Do not purchase the same item repeatedly while a transaction is pending.

Coins, boosters, timed lives, and bundles are consumable purchases and are not restored through Apple's Restore Purchases feature after they have been delivered. Any permanent non-consumable entitlement introduced in a future version will provide an in-app restore option.

Apple processes App Store payments and refund requests. Visit reportaproblem.apple.com, sign in with the Apple Account used for the purchase, and follow Apple's instructions. We cannot access your payment-card information or approve an Apple refund ourselves.

A rewarded ad grants the reward shown in the game only after the advertising provider reports successful completion. Availability can vary by region, device, network connection, and advertiser demand. If a completed ad did not grant a reward, contact us with the time, reward type, and player ID.

Open Settings in Water Sort: MyPuzzle and select Privacy Options when the option is available for your region. You can also change iOS tracking permission in Settings → Privacy & Security → Tracking. See our Privacy Choices page for details.

Use Delete Account or Delete Game Data in the in-app Settings when available. You may also email kzhfdev@163.com with the subject “Water Sort: MyPuzzle Data Deletion” and include the player ID shown in the app. See the deletion instructions.

Restart the app and device, confirm that iOS and Water Sort: MyPuzzle are up to date, check available storage, and verify the in-game music and sound settings. If the issue continues, email us with the level number, device model, iOS version, app version, and steps that reproduce the problem.