Cuddle Connect Support
Cuddle Connect is a cozy puzzle game: connect cute animals, close loops and clear the board. If something is wrong, or you just want to tell us something about the game, write to the address below. It is read by the developer, not by a support desk, so please give it a day or two.
Contact: caesgames.dev@gmail.com
It helps to include your device model, your Android or iOS version, the game's version (shown at the bottom of Settings, the gear on the home screen) and the level you were on. If the game closed by itself, tell us what you had just done. For a purchase, include the order number from the receipt email Google Play or Apple sent you.
Common questions
I lost my progress, or it didn't move to my new phone
Your progress, coins and helpers are saved only on your device. The game has no account and no cloud save, so we can't see or restore your progress. If you uninstall the game or clear its data, your progress is gone, and it doesn't move to a new phone by itself. Your phone's own backup (Android's backup with Google, or iCloud Backup or a computer backup on iPhone and iPad) may include the game's data when you restore that backup, but that is controlled by your Google or Apple account, not by us.
I bought No Ads. How do I get it back after reinstalling or on a new phone?
- Android (Google Play): open the game while you are online, signed in to Google Play with the same Google account you bought it with. No Ads comes back automatically.
- iPhone and iPad (App Store): No Ads usually comes back by itself as well. If it doesn't, open the shop and tap Restore Purchases in the No Ads section, using the same Apple Account you bought it with.
A restore brings back No Ads, bought on its own or as part of No Ads + Coins. The coins and helpers in a pack are a one-time bonus, given when you buy it, so they are not given again.
I paid, but the item didn't arrive
Open the game again while you have a working connection. Your app store hands over a purchase the game couldn't finish delivering, and the item is added then. If the game says Payment pending, the store is still waiting for the payment, for example a cash payment or a parent's approval (Google Family Link or Apple's Ask to Buy); the item arrives once the store confirms it. If it is still missing after that, email us with the order number from your receipt email.
Can I buy the Starter Pack again?
The Starter Pack is a one-time offer: once you buy it, it leaves the shop.
- Android (Google Play): it belongs to your Google account, so it can't be bought again, even after reinstalling the game or on a new phone.
- iPhone and iPad (App Store): the game remembers the purchase only on your device. If you delete and reinstall the game, or start fresh on a new iPhone or iPad, the Starter Pack may appear in the shop again. Buying it again is a new purchase: you pay again and get its coins and helpers again. Restore Purchases doesn't bring it back, because its coins and helpers were already given when you bought it.
The Helper Pack and the coin packs can be bought as often as you like.
Why do I see ads, and how do I turn them off?
Ads keep the game free. Videos you watch for a reward (+5 moves, x2 coins, free coins in the shop) are always your choice. From level 10, a full-screen ad may appear between levels, at most once every three levels. Buying No Ads or No Ads + Coins turns those full-screen ads off for good; the optional reward videos stay. If the game says "No video right now", no ad was available at that moment, so try again a little later.
How do I change my ad privacy choices?
Where the law requires it (for example in the EEA, the UK, Switzerland and some US states), the game shows a privacy button on the map screen (the icon with a small purple lock) and a Privacy Settings button in Settings (the gear on the home screen). Tap either one to reopen Google's privacy form and change your choice. On iPhone and iPad you can also turn tracking off at any time in Settings > Privacy & Security > Tracking. On Android you can delete or reset your advertising ID in your phone's Settings, under Privacy (or Google) and then Ads.
How do I get a refund?
Payments are handled by your app store, so refunds go through it:
- Google Play: follow Google's steps at https://support.google.com/googleplay/answer/2479637. Google Play's refund policies apply.
- App Store: request a refund from Apple at https://reportaproblem.apple.com/. Only Apple can refund an App Store purchase.
If you need help, email us.
How do I delete my data?
Cuddle Connect by Cae's Games has no account and no server of its own. Your game data (progress, stars, coins, helpers, purchases made in the game and settings) is stored only on your device.
Delete your game data yourself:
- Android: open Settings > Apps > Cuddle Connect > Storage and tap Clear data, or uninstall the game.
- iPhone and iPad: delete the app (touch and hold its icon, then Remove App > Delete App).
This removes all of the game's data from that device at once and for good. Nothing is kept anywhere else by us.
Ask us to delete data we hold: email caesgames.dev@gmail.com with the subject "Delete my data". The only data about you we can hold is the emails you sent us and the limited order information Google Play or Apple shows us for in-app purchases. We delete your emails within 30 days of your request. Order records are kept by Google or Apple, and in our accounting records only as long as tax and accounting law requires; they can't be deleted earlier.
Data held by Google and Unity: the ads and purchase software send some data directly to Google and Unity Technologies (see the privacy policy). You can delete or reset your Android advertising ID in your phone's Settings, under Privacy (or Google) and then Ads, or turn off tracking on iPhone and iPad in Settings > Privacy & Security > Tracking.