Support
Contact us: brandonliang.sz@gmail.com
Please include your player ID (Settings > Account & Progress) and your device model. We usually reply within 2 business days.
Purchases and membership
How do I restore purchases?
Open the Shop and tap Restore Purchases, signed in with the same Apple Account you used to buy. This restores the Lifetime No-Ads Pass, theme sets and an active Monthly Membership. Coins, tool packs, bundles and the Puppy Pass are consumable and are kept on your game account instead; use your recovery code to move them to a new device.
How do I cancel my Monthly Membership?
On your iPhone, open Settings > [your name] > Subscriptions > Puppy Sudoku and tap Cancel Subscription. Cancel at least 24 hours before the renewal date to avoid the next charge. You keep the benefits until the end of the period you paid for. Deleting the app or your game account does not cancel the subscription.
I was charged but didn't get my item.
Close and reopen the app while connected to the internet; pending purchases are delivered on launch. If it still hasn't arrived, email us your player ID and the order ID from your Apple receipt.
How do I get a refund?
Refunds are handled by Apple. Visit reportaproblem.apple.com. Refunded items are removed from your game account.
Does the Lifetime No-Ads Pass remove every ad?
It removes interstitial and banner ads. Reward videos become optional: you can claim their rewards without watching.
Account and data
How do I move my progress to a new phone?
On the old phone go to Settings > Account & Progress and create a recovery code. Keep it private. On the new phone, choose Restore and enter the code.
How do I delete my account?
Go to Settings > Data & Privacy > Delete this device's identity and game data and confirm. Your account and server data are deleted permanently and cannot be recovered. If you can't open the app, email us your player ID and we will delete it for you. Remember to cancel any subscription in your Apple Account settings.
How do I change ad and tracking choices?
Tracking: iOS Settings > Privacy & Security > Tracking. Ad consent: in the app, Settings > Data & Privacy. See the Privacy Policy.
Friends, swaps and safety
How do I report or block a player?
Tap ... next to the player's name in your friend list, friend suggestions, or on their Trade Plaza listing, then choose Report or Block. Blocking removes them from your friends, hides their listings and cancels pending swaps. We review reports; you can also email us.
Are all players real people?
No. Some profiles in the Trade Plaza, friend suggestions and event boards are computer-controlled characters that help swaps and events get going. They never ask for money or personal information.
Why can't I send a 5-star card?
5-star cards can only be gifted or swapped on Gold Card Day (Saturday, UTC+8). You can send up to 5 duplicate cards per day, and you always keep at least one copy of each dog.
Playing
What are the rules?
Place exactly one dog in every row, every column and every color region. Dogs may not touch each other, not even diagonally. Tap to mark an X, double-tap to place a dog.
Do I need an internet connection?
New levels, friends, swaps and leaderboards need a connection. Boards you have already loaded can be finished offline.