PAYMENT QUESTIONS
As a rule, you receive your purchase instantly. In rare cases, delays occur and the purchase takes longer to process.
Our recommendations in this case:
If after a day the purchased resources are still not credited, please create a support request using one of the following methods:
The request must include the following information, depending on the platform used:
for Android - order number (transaction id) from the email sent by Google play. You can also see the order number on the Google Pay website, or in the Google Payment Center by selecting the desired payment. The format of the order number must be GPA.XXXX-XXXX-XXXX-XXXX
for iOS - a screenshot of the email you received from the App Store with the purchase result. You can also view all purchases made in your iTunes account, go to iTunes Store > View Account > Purchase History > View All
Our recommendations in this case:
- update the game to the latest version
- check internet connection
- close all background applications and restart the game again
- restart your phone and start the game again
If after a day the purchased resources are still not credited, please create a support request using one of the following methods:
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
The request must include the following information, depending on the platform used:
for Android - order number (transaction id) from the email sent by Google play. You can also see the order number on the Google Pay website, or in the Google Payment Center by selecting the desired payment. The format of the order number must be GPA.XXXX-XXXX-XXXX-XXXX
for iOS - a screenshot of the email you received from the App Store with the purchase result. You can also view all purchases made in your iTunes account, go to iTunes Store > View Account > Purchase History > View All
Items successfully purchased in the game cannot be returned or exchanged. You voluntarily and consciously make a purchase decision, confirm payment and are responsible for the decision made.
To resolve the issue, you need to send a request to the support service in one of the following ways:
The request must include your game ID and payment information, taking into account the platform on which you play:
for Android - order number (transaction id) from the email sent by Google play. You can also see the order number on the Google Pay website, or in the Google Payment Center by selecting the desired payment. The format of the order number must be GPA.XXXX-XXXX-XXXX-XXXX
for iOS - a screenshot of the email you received from the App Store with the purchase result. You can also view all purchases made in your iTunes account, go to iTunes Store > View Account > Purchase History > View All
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
The request must include your game ID and payment information, taking into account the platform on which you play:
for Android - order number (transaction id) from the email sent by Google play. You can also see the order number on the Google Pay website, or in the Google Payment Center by selecting the desired payment. The format of the order number must be GPA.XXXX-XXXX-XXXX-XXXX
for iOS - a screenshot of the email you received from the App Store with the purchase result. You can also view all purchases made in your iTunes account, go to iTunes Store > View Account > Purchase History > View All
for Android devices:
Payments made through Google play are processed by Google. To solve a detailed study and solve your problem, you need to contact Google Support
for iOS devices:
Payments made through the App Store are processed by Apple. For a detailed study and solution to your problem, you need to contact Apple Support
Our recommendations in this case:
Payments made through Google play are processed by Google. To solve a detailed study and solve your problem, you need to contact Google Support
for iOS devices:
Payments made through the App Store are processed by Apple. For a detailed study and solution to your problem, you need to contact Apple Support
Our recommendations in this case:
- check if your valid credit card is linked in the app store and if it has enough funds
- check your purchase history in the app store and check if your order went through
- check your device's internet connection
- update your app store to the latest version
The payment methods are completely dependent on the platform you are playing on. You can always find out about additional payment methods in the Support Service of a specific platform (Google Play, Apple Store, AppGallery)
If you did not find the answer to your question, please create a support ticket using one of the following methods:
In the request, describe the problem in detail and indicate your game ID (available in the game settings).
We will be glad to help you.
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
In the request, describe the problem in detail and indicate your game ID (available in the game settings).
We will be glad to help you.
ACCOUNT QUESTIONS
If your game progress was tied to a game account and the game started again, most likely you have logged out of your account.
Launch the game, go to the settings menu and log in to your game account to which the game is linked by clicking on the "connect" button. When you connect to your account, your game progress will be loaded.
If the game progress did not load when connecting to your account, please create a support request in one of the following ways:
In the request, describe the problem in detail and indicate your game ID (available in the game settings).
Launch the game, go to the settings menu and log in to your game account to which the game is linked by clicking on the "connect" button. When you connect to your account, your game progress will be loaded.
If the game progress did not load when connecting to your account, please create a support request in one of the following ways:
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
In the request, describe the problem in detail and indicate your game ID (available in the game settings).
There is no way to start over in the game, but if you are sure you want to start over, we can help you. The decision to start the game again will result in the complete deletion of your current game account. After deleting your game account, all your current game progress and previous purchases will be impossible to restore!
To delete a game account, you need to send a request to the support service from it in one of the following ways:
Attention: deleting a game account is a conscious and responsible step on your part, such requests are considered individually and with particular care. During the review process, we may ask you for additional information to identify you as the owner of the account.
To delete a game account, you need to send a request to the support service from it in one of the following ways:
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
Attention: deleting a game account is a conscious and responsible step on your part, such requests are considered individually and with particular care. During the review process, we may ask you for additional information to identify you as the owner of the account.
The game has the ability to transfer game progress between devices. To synchronize game progress between devices, do the following:
1. Launch the game and log into your current account.
2. Go to the menu section "add device"
3. Click the "add new device" button and write down the received code
4. Launch the game on a new device and go to the "add device" menu section
5. Press the "enter code" button and enter the previously received code
6. Click the "apply" button
7. Congratulations, your progress is synced across devices!
1. Launch the game and log into your current account.
2. Go to the menu section "add device"
3. Click the "add new device" button and write down the received code
4. Launch the game on a new device and go to the "add device" menu section
5. Press the "enter code" button and enter the previously received code
6. Click the "apply" button
7. Congratulations, your progress is synced across devices!
Your game progress will always be safe and available to you if you link it to your Google Play Games, Apple ID/Game Center, AppGallery/HMS game account (depending on the device)
By linking a game to a Google Play Games, Apple ID/Game Center, AppGallery/HMS account, a player cannot change/delete this link on their own. We can help you remove the link, after which you can link the gameplay to the desired account again.
Attention: Such requests are considered individually and with particular care. During the review process, we may ask you for additional information to identify you as the owner of the account.
To unlink a game account, you need to send a request to the support service from it in one of the following ways:
Attention: Such requests are considered individually and with particular care. During the review process, we may ask you for additional information to identify you as the owner of the account.
To unlink a game account, you need to send a request to the support service from it in one of the following ways:
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
Indefinite blocking of the game account is a punishment measure and is applied for violation of the Terms of Use by the player, as well as in a number of other cases. If you believe that your account has been blocked by mistake, you can submit a request to the support team for further clarification.
You can create a support ticket in one of the following ways:
You can create a support ticket in one of the following ways:
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
If you did not find the answer to your question, please create a support ticket using one of the following methods:
In the request, describe the problem in detail and indicate your game ID (available in the game settings).
We will be glad to help you.
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
In the request, describe the problem in detail and indicate your game ID (available in the game settings).
We will be glad to help you.
TECHNICAL QUESTIONS
For a comfortable game you need a stable internet connection. If the connection is unstable or completely disconnected, the following problems occur:
Try the following steps to resolve the issue:
If these tips did not help you, please create a support ticket using one of the following methods:
In the request, describe the problem in detail, describe in detail the actions you performed and indicate your game ID (available in the game settings).
- game won't start
- server connection error messages
- error messages about loading data from the server
Try the following steps to resolve the issue:
- after the error appears, try to wait a bit and try to start the game again
- close the game and restart your mobile device, then reopen the game and check if the problem is solved
- check the availability of mobile Internet and if not, try using a Wi-Fi connection
- turn Wi-Fi off and on again in your mobile device settings
If these tips did not help you, please create a support ticket using one of the following methods:
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
In the request, describe the problem in detail, describe in detail the actions you performed and indicate your game ID (available in the game settings).
Such problems are usually faced by players with insufficiently productive devices. You can take a number of actions to improve the situation:
restart your phone before starting the game
close all background applications before starting the game
For additional troubleshooting instructions, see:
restart your phone before starting the game
close all background applications before starting the game
For additional troubleshooting instructions, see:
We closely monitor the security of data on game servers. The probability of a software failure resulting in the loss of items or resources, or resulting in a breakdown in the mechanism for obtaining them, is practically excluded.
If for some reason you have the impression that an item or resource is missing/disappeared, the following actions can help you:
restart the game, sometimes due to problems with the Internet, the data inside the game may not be displayed correctly
check all the items and the amount of resources more carefully and compare with what happened in the game
check if an error occurred during the purchase and if the item/resource that was previously planned was not accidentally purchased
If these tips did not help you, please create a support ticket using one of the following methods:
In the request, describe the problem in detail, describe in detail the actions you performed and indicate your game ID (available in the game settings).
If for some reason you have the impression that an item or resource is missing/disappeared, the following actions can help you:
restart the game, sometimes due to problems with the Internet, the data inside the game may not be displayed correctly
check all the items and the amount of resources more carefully and compare with what happened in the game
check if an error occurred during the purchase and if the item/resource that was previously planned was not accidentally purchased
If these tips did not help you, please create a support ticket using one of the following methods:
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
In the request, describe the problem in detail, describe in detail the actions you performed and indicate your game ID (available in the game settings).
To resolve this issue, please submit a support ticket using one of the following methods:
In your request, you will need to provide the following information:
For a faster solution to your problem, you can attach screenshots
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
In your request, you will need to provide the following information:
- does it open in fullscreen mode? If not, do you see any messages?
- does the video start playing?
- does the video play all the way to the end? (the appearance of a cross in the upper corner of the screen)
- do you manage to close the video after watching it?
- do you see any messages when you click on the ad view button again?
For a faster solution to your problem, you can attach screenshots
This problem is not a technical or game error. Partner companies may, at their discretion, temporarily limit the number of commercials available for viewing.
To resume further viewing, you need to wait for a while, when more commercials become available.
To resume further viewing, you need to wait for a while, when more commercials become available.
If you did not find the answer to your question, please create a support ticket using one of the following methods:
In the request, describe the problem in detail and indicate your game ID (available in the game settings).
We will be glad to help you.
- sending an email to support@snowstorm.studio
- by clicking the "Support" button in the game menu
In the request, describe the problem in detail and indicate your game ID (available in the game settings).
We will be glad to help you.