Contact Support
Email support@puzzlely.app. Include your iPhone model, iOS version, Puzzlely version, the screen where the issue occurred, and steps that reproduce it. A screenshot is useful if it does not include private information.
Puzzlely Support
Let’s get you back on the path.
Start with the quick fixes below. If the problem persists, send us the details and we will help.
Restore a purchase
Open Puzzlely Settings and choose Restore Purchases while signed in to the Apple Account that bought the lifetime unlock. Confirm the device is online. Restoration should never charge you again.
Reset a stuck puzzle
Use Restart on the puzzle screen to clear the current Number Paths route or all current Color Paths routes while keeping the same board. If controls do not respond, close and reopen the app. For Fresh Play, include the difficulty and approximate time. For Collections or Color Paths, include the collection or pack name and puzzle number.
Progress and deletion
Puzzlely progress is stored on your device. Use Delete All Gameplay Progress in the app to clear both puzzle families’ saved routes, favorites, completion history, named play presets, Fresh Play access state, milestones, and tutorial progress. A verified lifetime purchase remains tied to your Apple Account. App-container data is removed when you delete the app, but Keychain-backed Fresh Play integrity state, retained legacy access state, and the verified purchase cache may persist or return through iOS backup, migration, or restoration.
Find the new puzzles
This guide includes version 2.0 features that are pending Apple approval and release. If a screen is missing from your installed app, it may belong to the upcoming update.
Open Your Puzzle Library for Collections and saved Number Paths. Open Color Paths from Home or the Library for its free lessons, three packs, and Saved Color Paths. The complete guide explains each screen.
A save needs attention
If a save fails, keep the app open and use its retry action. Unsaved edits may be lost if the app closes. Unreadable entries appear separately from healthy saves; remove only the unavailable entry you intend to discard.
At capacity, follow the in-app notice. Removing a Color Paths entry removes that board’s routes, favorite, and completion history. Removing a Number Paths Library entry preserves earlier attempt history and Collection completion.
Before you write
Helpful details make a faster answer.
- What you expected to happen
- What happened instead
- The shortest steps that reproduce it
- Your device, iOS, and app versions
- Any accessibility setting involved
I bought the unlock but premium modes are locked.
Check that the App Store recognizes the same Apple Account, confirm network access, and choose Restore Purchases in Settings. If it remains locked, contact Support with the purchase date and storefront country. Do not send a full receipt or payment-card details unless Apple Support specifically requests them through an Apple channel.
Does my existing lifetime unlock include the new puzzles?
Yes. Collections and all three Color Paths packs are included with the same lifetime unlock. There is no second purchase. If the app does not recognize your purchase, use Restore Purchases in Settings. The four Color Paths lessons are free.
Where did my saved preset go?
Presets are saved on one device in Unlimited Play and Zen. They store your play style, difficulty, and board size. They are separate from saved puzzle boards and do not synchronize across devices. You can keep eight; removing one leaves your puzzle progress intact.
Can Support recover my gameplay history?
No. Puzzlely does not maintain an online gameplay account or server copy of your progress. Local history can be affected by app deletion, device reset, backup settings, or data migration.
How do I report an accessibility problem?
Email Support with the assistive technology and settings you use, the control or content that is difficult, and what would make it operable. Accessibility reports are welcome even when the app is otherwise working as designed.
Where are the privacy policy and terms?
Read the current Privacy Policy and Terms of Use on this site.