Purchase inquiries

Please note:

• Jigsaw Puzzle Collection HD and Block Puzzle apps offer only one-time purchases. Premium upgrade (ad-free version) is a one-time purchase as well. Oil Painting and Line Art apps offer subscriptions.
• We do not charge users directly, this is done by the Apple App Store (iOS) or Google Play Store (Android). All the purchases you make in the app go through the Store. Thus, all the purchases in the app are connected to your Apple/Google ID.

In case your purchase is missing

1. Check if your purchase was completed

To find the name of a newly purchased pack, please check the list in the "Purchase History" of your device. 

• iOS devices: Go to Settings and tap the icon with your name (it is located right on top). Then, tap "iTunes Store & App Store" → Apple ID: your.email @example.com → View Apple ID → Purchase History. 

         * iOS 14.0 or later: Go to Settings and tap the icon with your name (it is located right on top).

         Then, tap "Media and purchases" → View Account → Purchase History.

• Android devices: Open the Google Play Store app. Tap Menu (≡) → Account → Purchase history.

If the transaction is completed, you will be able to see the name of the item (and its price) in your Purchase History. 

For Jigsaw Puzzle HD app:

Having the name of the pack, you will be able to find it in the "Play Puzzles"/"Collection" section (on the main screen of the app). 

In case you purchased an offer (a set of different puzzle packs), only the offer name will be indicated in the Purchase history. If you don’t remember what packs should be included in your purchased offer, please ask a support specialist.

2. Make sure that you’re signed in to the correct Apple/Google ID

All the purchases in the App are connected to your Apple/Google ID. 

Please make sure that you are signed in to the same Apple/Google ID you were using while making a purchase. If there’s no item in the Purchase History of your device, you may have bought it using another ID.

3. Restore your purchases/subscription

Please use the “Restore purchases” button in the Settings of the game (located at the top corner of the Start screen, for Color by Number games in the “My Collection” section) to get back all the packs, Premium, or subscription you've purchased before. 

For Jigsaw Puzzle HD app:

If you have a lot of purchased puzzle packs, it may take a considerable amount of time to download them all. Please tap the "Restore Purchases" button and wait for approximately 30 minutes. Don’t close the App and don’t lock the screen during this period.

During the restore, you can prevent your screen from locking by changing the screen Settings:

1. Open the Settings app on your iPad.
2. Tap Display & Brightness, then tap Auto-Lock.
3. Tap Never.

You can change this back later in Settings. 

For iOS devices: 

Letting you know that the situation when the screen flashes “Connecting to iTunes” and then returns to the Settings section is normal. This's how it works and after that, the packs should start downloading. They will appear in your collection in the place where they should be in alphabetical order.

If your purchases/subscription still won’t restore, please send us a screenshot of the transaction (from the Purchase History of your device) and your Game/User ID.

Game/User ID can be found in the Settings/Info section of the game. Settings/Info section of the game is located at the top corner of the Start screen, and for Color by Number games in the “My Collection” section. 

Game/User ID can be found at the bottom of this section. The ID looks like a set of letters and numbers.

• How to take a screenshot on an Android device: 

https://support.google.com/android/answer/9075928?hl=en 

• How to take a screenshot on iPhone:

https://support.apple.com/en-us/HT200289 

• How to take a screenshot on the iPad:

https://youtu.be/hUUeUC6-MKk

Transfer your purchases

To restore all the packs and the Premium you've purchased before on another device, please sign in with the same Apple/Google ID on your 2nd device and tap the Restore Purchases button in the Settings of the game. The Settings of the game can be found at the top corner of the Start screen, and for Color by Number games in the “My Collection” section. 

Note: The progress of the game cannot be synchronized on different devices.