Support

Before you write

A few things come up often, and you may not need us at all.

My progress has disappeared

Your progress is kept on our server against a player number the game makes for you, not on the device. If the game opens on a fresh save, it usually means it could not reach the server - check your connection and reopen it. If it is still empty after that, write to us and say roughly how far you had got, and we will look for your account.

I bought coins and they have not arrived

Coins are added by our server after Apple confirms the purchase, so a purchase made while you are offline finishes the next time you open the game with a connection. You are not charged twice and nothing is lost in between. If coins are still missing after reopening the game, write to us - please include the date of the purchase.

Refunds are handled by Apple rather than by us: reportaproblem.apple.com.

A level seems impossible

Some are hard on purpose, but nothing in the game requires you to buy anything to pass it. Every level can be cleared with upgrades bought using coins earned by playing. If you are stuck on one in particular, tell us which - if a level is wrong, we would like to know.

The sound is too loud, or there is no sound

Music, sound effects and vibration each have their own switch in the settings, behind the cog in the top left. If the game is silent with all of them on, check the ringer switch and the volume while the game is open.

Reporting a bug

The more of this you can tell us, the faster it gets fixed:

• Which device, and which version of iOS
• Which level you were on, if it happened during a run
• What you did, and what happened instead of what you expected
• A screenshot or a screen recording, if you have one

Deleting your data

You can ask us to delete everything we hold about you, and we will. Write to goalquesters@gmail.com from any address and say so - we may ask for your player number so we delete the right account. There is more about what we keep and why in the Privacy Policy.

How long we take

Lazy Sheep is made by one person, so replies are not instant - but every message is read, usually within a few days.