Piecevale / Player support
A little help,
when you need it.
Missing a piece of the picture? We’re here for questions about your game, your account, or a purchase.
Good questions. Clear answers.
How do I get started?
Open the museum, choose an available collection, and select a picture. The first-time tutorial walks you through placing pieces and using helpful tools. You can skip the tutorial if you prefer to explore on your own.
What do the hints and boosters do?
A Hint places a piece for you. Borders helps you focus on edge pieces, Highlighter marks matching spaces, and Magnet helps guide nearby pieces into place. Check the game’s description of each booster before activating it. Receiving a supply does not automatically spend it.
I bought a pack, but it hasn’t appeared.
Check your connection, then reopen the game and allow it to reconcile the purchase. If the store still shows the payment as pending, wait for it to complete. Don’t buy the same pack again to fix a missing delivery. Email us your player ID, app version, pack name, and store order ID so we can investigate. Never send your card details or account password.
How do I restore a purchase?
Use Restore Purchases in Settings with the same store account and linked Piecevale account. Restoration reconciles eligible purchases; it does not refill supplies that you have already used. If a purchase belongs to another Piecevale player, contact us before replacing your player.
I watched an ad, but didn’t receive the reward.
A reward can take a little time to be verified after an ad finishes. Reconnect and let the pending reward reconcile. Closing an ad before the provider confirms completion may not earn a reward. If a completed reward is still missing, send your player ID, the approximate time, and the reward you expected. Ad availability varies, and ads are always optional.
Will signing in move my puzzle progress to another device?
Connecting a sign-in method helps recover your player identity. It is not a guarantee that an unfinished puzzle will transfer between devices. Replacing a player may remove the current device’s progress from play. Please read the in-game confirmation carefully and contact us before replacing or reinstalling if you need help preserving progress.
How can I request a refund?
Apple and Google handle payments made through their stores. For an Apple purchase, visit reportaproblem.apple.com and follow Apple’s refund process. For a Google Play purchase, use Google Play’s order history and refund options. We can help investigate a delivery issue, but the store decides refund eligibility.
How do I change my advertising choices?
Open Settings and look for Privacy choices. Where applicable, you can change the choices used for optional ads. You can also manage tracking permission in your device settings. Declining tracking does not prevent you from playing. Some changes may require restarting the game.
Your account. Your choice.
To request account deletion in the game, open Settings → Your player account → Delete player and follow the confirmation. The game displays the scheduled deletion and any available cancellation period. You can also email hello@picsy.am with the subject “Piecevale account deletion.” We may need to verify that the account belongs to you. Necessary financial and security records may be retained as described in our privacy policy.
A little escape is on its way.
Piecevale is preparing for its first public App Store release. The download link will appear here when the game is available. If you’re testing an early build, you can still contact us for help.