Tell us what happened.
Email [email protected]. Please include:
- Your app version, iPhone model and iOS version.
- The story, mission or mini-game where the problem occurred.
- What you expected, what happened and any error message.
- A screenshot if useful, with personal and payment information hidden.
Never send your Apple password, verification codes or payment-card details. Please do not send a complete save file unless we specifically request it and explain why it is needed.
Protect your progress first.
Your adventure saves on your device. In Settings → Saves & iCloud, review the displayed save and sync status before selecting a different adventure or moving powerups between devices.
If you are changing devices, keep the existing device and save copy until you have checked that recovery worked. App Store purchase ownership and iCloud save storage are separate: restoring a purchase does not by itself recover a saved adventure.
A story won’t download?
- Check that your iPhone has a working internet connection and enough free storage.
- Allow the story download to finish before trying to play it offline.
- Check that the Apple Account used for your App Store purchases is the one that owns the story.
- If an error persists, email us the story name and the exact message.
Purchased story content must finish downloading before it is available offline. Keep an existing working copy while we investigate a download or recovery problem.
Purchases & refunds
I purchased a story or outfit, but it is missing.
Use the shop’s Restore Purchases control to recheck eligible permanent purchases. If it is still missing, contact us with the product name and approximate purchase date. Do not send payment-card details.
Will restoring purchases replace used consumables?
Finished consumable purchase history is not an inventory balance. Restore Purchases does not automatically replace items you have already used. Contact support if a purchase was charged but its items were not delivered.
How do I request a refund?
Apple handles App Store payments and decides refund requests. Visit reportaproblem.apple.com to request one. Candanova cannot promise whether Apple will approve a full or partial refund.
What happens to items after a refund?
When Apple confirms a refund, the app adjusts the corresponding unused paid items or benefit. Earned items and completed progress are preserved, and a refund does not create a negative item balance. A paid heart refill that has not yet been applied cannot be delivered after its refund. Refunded permanent purchases may lose access to their paid content.
Privacy & data questions
Read the Pictastrophe privacy notice, or use our contact details above with “Pictastrophe privacy” in the subject.