Game Support

Last updated: 30 September 2026

Need help with Jewel Craft 3D or Word Ace: Solitaire Puzzle? Contact Purple Koala Studios for gameplay help, technical problems, feedback and privacy requests.

Contact support

Email us with the game name and a description of the problem:

What to include

• The game name, app version, device model and operating-system version.
• What happened, what you expected and the steps that led to it.
• For a Challenge problem, the approximate time and whether each player uses iPhone/iPad or Android.
• A screenshot if useful, with private information removed.

Please do not send passwords, sign-in codes, payment-card details or private invitation links.

Jewel Craft 3D

Solo puzzles: Rotate the model to find connected gems, move them onto matching colours, and use the holding tray to make room. Hint, Undo and Auto can help. Solo puzzles work offline and progress saves automatically on the device.

Online Challenges: Both players need an internet connection and native Game Center (Apple) or Play Games (Android) sign-in. Open a model and choose Challenge. If an invitation has expired, ask your friend to send a new one. During the pre-release period, account access may be restricted to authorised testers.

Rewarded ads: Optional ads can replenish special items when an ad is available. A reward is granted after the ad provider confirms completion. No available ad, a connection problem or closing an ad early can prevent a reward. Include the approximate time and item in a support request; never click an advertisement just to test whether it works.

Saved progress

Jewel Craft solo progress and Word Ace progress are stored locally. Neither this page nor platform sign-in provides a cloud-save or device-transfer service. Uninstalling the app or clearing app data may permanently remove progress; contact us before doing this to troubleshoot a problem.

Privacy and data deletion

In Jewel Craft, open Settings > Privacy to manage optional gameplay analytics. Turning it off clears pending local analytics and requests deletion of the installation's server-side analytics when the app has a connection. Keep the app installed until that request can be sent.

To remove online Challenge data in supported versions, open Settings > Privacy > Delete online data, read the confirmation and select Delete Challenge data. We verify the signed-in game account before requesting deletion. The app disconnects and reports the request status; server cleanup continues even if you close the app. Your solo progress, saved puzzles and Apple/Google account stay intact. Connecting again creates a new online profile. Earlier pre-release builds may lack this button.

If you have uninstalled the game or cannot use the control, request deletion by emailing contact@purplekoalastudios.com with “Jewel Craft data deletion”, your platform and game display name. We will arrange ownership verification before processing the request and confirm completion. See the privacy policy's deletion instructions for retention and the separate analytics control.

Advertising choices are separate from gameplay analytics. In supported versions, use Word Ace's Privacy Choices or Jewel Craft's Settings > Privacy. Some Jewel Craft pre-release versions lack a working advertising-choice control; contact us if you cannot find or use it. Read our Privacy Policy for all data practices and regional choices.