Player Support

Useful details

Help us understand the issue.

• App name: Block Glow.
• Package name: com.puzzlergames.blockglow.
• Your device model and system version.
• The game mode and a short description of what happened.
• Steps that reproduce the issue, if known.
• For purchase questions, the purchase date and Google Play order reference if available.

Automatic crash diagnostics

Block Glow uses Firebase Crashlytics to automatically send crash, application-not-responding, device, app, installation, and session diagnostics for reliability investigations. These reports are not linked to your support email. If you contact support about a crash, include the approximate time, app version, device model, Android version, and steps that triggered it so the issue can be matched more reliably.

Purchase troubleshooting

If the game shows a tester notice instead of a Google Play price, Remove Ads is not available in that build and no charge is started. Once Google Play makes the product available, first confirm that the device is signed in to the Google account used for the purchase, then use the in-game restore option. If Remove Ads is still not recognised, contact support with the non-sensitive order reference.

Deleting local progress

Block Glow does not use player accounts. Local progress can normally be removed by clearing the game’s local storage or uninstalling it. This action may not be reversible.