We'll help.
A real person reads every message. Write to us and we'll get back to you, usually within two business days.
Booking a boat? If your question is about a charter, a captain, a payment, or a refund on the Makai app, you'll get help fastest at themakaiapp.com — that team has your booking in front of them. This page covers our games.
Within two business days.
Your device, OS version, the game, and what happened.
Common questions
I paid, but the ads are still showing.
Open the game's Settings and tap Restore Purchases. Make sure you're signed in with the same App Store or Google account you bought it with — this is the usual cause, especially on a new device or a family-shared device.
If the ads still appear, email us with the store receipt and we'll sort it out. You will never have to pay twice.
I got a new phone. Does my progress come with me?
Your purchase does — restore it as described above, at no additional cost.
Your level progress is saved on your device. If you restored your new phone from a backup of the old one, your progress should come across with it. If you set the new phone up fresh, your progress starts over. We're working on cloud save for a future update.
How do I get a refund?
Purchases are handled by the store, not by us, so refunds have to go through them. On iOS, use Apple's Report a Problem. On Android, use the Google Play order history. If a bug in our game is what prompted the refund, please tell us as well — we'd like the chance to fix it.
I found a bug.
Please tell us. Include your device and OS version, which level or screen it happened on, and what you were doing right before. A screenshot or screen recording helps enormously.
Is there an ad-free version?
Yes. Play carries ads between levels — never during one. Buying Remove Ads removes them permanently, for a single payment and with no subscription. Lives, gold and tools are unchanged by it, and every level is free either way. See our games.
How do lives work?
You have five. Losing a level costs one, and one comes back every forty-five minutes, with a top-up each day. If you would rather not wait you can watch a short video for one, or spend gold on a full refill. Restarting a level you are part-way through also costs a life.
A level seems impossible.
Every level in Cibola is machine-verified as solvable before it ships — a solver plays each one hundreds of times and rejects any level it can't finish. So it can be done, though "possible" and "easy" are not the same thing.
That said, if a level feels badly out of step with the ones around it, we want to know. Tell us the level number and we'll look at the difficulty curve there.
Accessibility
If something about our games is difficult or impossible for you to use, we consider that a bug worth fixing. Please write to us and tell us what's in your way. We would rather hear it than not.
Privacy
We don't collect personal data, and support email is the only place we'd ever have any. See our privacy policy.