Help
Contact and help
Something not quite right? Let us know — the animals are waiting for you.
Quick fixes
The game won't load
Refresh the page, check your internet, and use an up-to-date browser that supports WebGL 2
I can't find the install button
On iPhone, open the site in Safari, then use “Add to Home Screen” from the Share button
The screen is small or not full
On the game page, tap “Full screen” in the top-right corner
Payments and Diamonds
I paid but my Diamonds haven't arrived
Diamonds usually arrive within a minute. Keep the game open, then close and reopen the shop. If they still haven't arrived after a few minutes, email us with the time you paid, the amount, your Player ID and the Stripe receipt.
I was charged twice
Email us with both receipts. We refund the extra charge.
Can I get a refund?
Digital items are final once delivered, except for double charges, Diamonds that never arrived and payments made without permission. See the Refund policy.
My child bought something without asking
Contact us as soon as you can with the receipt and the Player ID. We look at each case.
Contact the team
Email us and include your Player ID (in the game's Settings, under Account). We usually answer within 3 business days.
Email: [email protected]
When reporting a problem, please include
- Your device and browser, e.g. iPhone 15 / Safari or Windows / Chrome
- Whether you opened the game on the website or from the installed icon
- What happened, and what you expected to happen
- A screenshot, if you have one
