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IMPORTANT: In all circumstances, we strongly discourage deleting/uninstalling apps to try to fix problems unless explicitly instructed to do so by our customer support agents. You never need to delete any app to close it, restart it, or to install an update. Doing so can result in permanent data loss.
 
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■ Event end times displaying incorrectly
 
The "Mouse-Watering" event starts July 3rd and ends July 6th.
 
We have received reports of the end time shown in the event area being incorrect for some players, counting down to a point after the official end of the event. The event section may also appear under Suggestions after the event ends.The team have identified the cause and we are in the process of releasing an app update to fix this.
 
Once the official end of the event is reached, you will not be able to collect more event pieces. All players have the same amount of time to complete each event.
 
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■ Issues with special issues released in version 7.7.0
 
There have been some issues with the special issues released in the latest app update. You may notice Word Snake issue 18 is missing and some issue covers display as a white rectangle.
 
We're currently working to fix the issues with white covers. Please keep an eye out for version 7.7.1 being released, as this will fix this problem.
 
Word Snake issue 18 has been delayed and will be included in the next content update alongside other new issues.
 
We're sorry for the inconvenience.
 
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■ Banner ads displaying a pop up mid-puzzle without being tapped.

We have received reports that some of the banner ads that are shown at the bottom of the screen during puzzles are opening pop ups that cover the puzzle. We are working to block all affected ads from all of our games as quickly as possible, but need your help! 

If you experience this issue:

  • As soon as you see one of these ads, rotate your device so the screen faces the floor, rotate it back towards the ceiling, back to the floor, and finally back to the ceiling. 
  • A blue circle with a stylized ‘A’ in it will appear along the right edge of the screen. Tap on this.
  • You should see a list of the last few ads shown in the game. Select the one with a time that matches when the issue occurred
  • Tap on ‘share’ in the top right corner of this screen. 
  • Email this to [email protected] including reference "Pop up ad - Puzzle Page App"  in the email subject or body.

Thank you for taking the time to help us stop these ads from appearing again.

 
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■  (Apple/iOS) Issues when trying to sync data between devices

Some players have reported that data is not migrating to a new device or stops syncing between devices signed into the same Apple ID.

If your progress isn't syncing between your devices, please follow these steps to sync both devices to show the data from one of them:

On your main device (the one with the correct record of your progress), please create an account to back up your data. To do this, open the app there and sign into the Profile (if you're not already signed in), using sign in details that haven't been used with the game previously. Once you've done this, ensure 'on' is selected at the top of this page to enable syncing data via the cloud save. 

Please note, it can take a few minutes for your progress to transfer into a new account when this is enabled. It may look like your data is missing or incomplete while this is happening.

Once you've created an account from the main device, switch to this account on your secondary one.

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■ (Amazon) Screen jumps when browsing special issues

A small number of players are experiencing issues where the special issue screen jumps when open. Once the cause has been identifed and a fix created, this will be released thorugh an app update. Please keep an eye out for new updates becoming available.

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■ (Amazon) Crossword stats and achievements reset

The Amazon App Store version of the game will reset the stats of completed Crosswords, Diamonds and Challengers when the app is closed and reopened. Thank you for your paitence while we investigate the cause of this issue.

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Apologies for any inconvenience caused by these issues. If an issue is listed above, please be assured that we are working to resolve it as soon as we can. Please check back to this page for updates.

If you've encountered an issue that is not listed above or covered elsewhere in the FAQs, please contact us including details of the issue, and the device you're using to play.