Top 10 FAQ

• How do I permanently delete my account?

• To permanently delete your account:
  
  1. Log into Solitaireromance from your device.
  2. Tap [⚙️Settings] at the top
  3. Click [Account]
  4. Click [My Account]
  5. Click [Delete Account]
  6. Click [Delete]
  
  Or you can also submit the request through the Help Center or at support@solitaireromance.com,
  and please provide the following information: 
  - Your correct User ID
  - Registered email address
  
  Please note that once you submit the request for account deletion,
  your data and game progress will be no longer accessible to you,
  and your account will be automatically and irreversibly deleted after 90 days.
  You can recover your account before the deletion process is complete by accessing your game and choosing the 'Recover' option.

• How do I save my progress?
• You can save your game progress by SIGNING IN.
  You can sign in from the TITLE SCREEN or from SETTINGS > MY ACCOUNT page.

• Game won’t load, crashes or freezes.
• If you experience any issues with the mobile app, try the steps below to troubleshoot the problem:
  
  1. Check if you have a stable Wi-Fi or internet connection.
  2. Reboot your Wi-Fi router if you have one: unplug it for 30 sec and then plug it in again.
  3. Try switching from your Wi-Fi to phone data and vice versa.
  2. Check if you have the latest version of the app -> update your app to the latest version.
  5. Reboot your phone.
  
  In case the problem still occurs after you performed the steps above, please, try to delete the app from your device completely and reinstall the app from the App Store again.
  
  Contact our Help Center for any further assistance.
   

• I made a purchase but did not receive my order.
• If you were charged but didn't receive the item you paid for, please send the receipt through the HELP CENTER with your user ID number and we will look into this for you as soon as possible. If payment has been properly processed, the receipt should be in your purchase history. Please send the receipt to support@solitaireromance.com

• [COMPLETE] NOTICE: Maintenance on March 26 COMPLETE. The game is available now!

•  

  Maintenance Complete! The game is back online! Please enjoy playing again! ❤️

  ----------------------------------

  The game will undergo maintenance on March 26 at 6:00 AM UTC (2:00 AM Eastern, 11:00 PM Pacific on March 25).

  Expected downtime: 40 minutes–2 hours.

   

  During this time, the game will be unavailable. Thank you for your patience!

Loading/Freezing

• Game won’t load, crashes or freezes.
• If you experience any issues with the mobile app, try the steps below to troubleshoot the problem:
  
  1. Check if you have a stable Wi-Fi or internet connection.
  2. Reboot your Wi-Fi router if you have one: unplug it for 30 sec and then plug it in again.
  3. Try switching from your Wi-Fi to phone data and vice versa.
  2. Check if you have the latest version of the app -> update your app to the latest version.
  5. Reboot your phone.
  
  In case the problem still occurs after you performed the steps above, please, try to delete the app from your device completely and reinstall the app from the App Store again.
  
  Contact our Help Center for any further assistance.
   

• [COMPLETE] NOTICE: Maintenance on March 26 COMPLETE. The game is available now!

•  

  Maintenance Complete! The game is back online! Please enjoy playing again! ❤️

  ----------------------------------

  The game will undergo maintenance on March 26 at 6:00 AM UTC (2:00 AM Eastern, 11:00 PM Pacific on March 25).

  Expected downtime: 40 minutes–2 hours.

   

  During this time, the game will be unavailable. Thank you for your patience!

Items

• What are Coins for?
• Coins are the in-game currency that can be used to buy a cards while playing solitaire levels. You can get some coins by clearing solitaire levels, watching Ads, and completing episodes.

• What are Gems for?
   
• With Gems, you can buy special choices that might affect the story you play.
  You can get Gems by clearing certain solitaire levels, watching Ads, and completing the whole episode. You can also purchase them from the Gem Store.

Game Play

Payment

• I made a purchase but did not receive my order.
• If you were charged but didn't receive the item you paid for, please send the receipt through the HELP CENTER with your user ID number and we will look into this for you as soon as possible. If payment has been properly processed, the receipt should be in your purchase history. Please send the receipt to support@solitaireromance.com

• I was overcharged
• Sometimes Apple charges your card several days after the purchase was made
  and Apple also makes purchases made on different dates and charges them all at once as well, you can learn more about it here:
  https://support.apple.com/en-us/HT201359.
  
  You can recheck your purchase history at Apple to see if everything looks all right there:
  
  - Go to Settings > [your name] > iTunes & App Store.
  - Tap your Apple ID, then tap View Apple ID. You might be asked to authenticate your Apple ID.
  - Scroll to Purchase History and tap it.
  
  If you still have questions, please reach out to us through the Help Center and we will do our best to get back to you ASAP.

Setting

• How do I permanently delete my account?

• To permanently delete your account:
  
  1. Log into Solitaireromance from your device.
  2. Tap [⚙️Settings] at the top
  3. Click [Account]
  4. Click [My Account]
  5. Click [Delete Account]
  6. Click [Delete]
  
  Or you can also submit the request through the Help Center or at support@solitaireromance.com,
  and please provide the following information: 
  - Your correct User ID
  - Registered email address
  
  Please note that once you submit the request for account deletion,
  your data and game progress will be no longer accessible to you,
  and your account will be automatically and irreversibly deleted after 90 days.
  You can recover your account before the deletion process is complete by accessing your game and choosing the 'Recover' option.

• How do I save my progress?
• You can save your game progress by SIGNING IN.
  You can sign in from the TITLE SCREEN or from SETTINGS > MY ACCOUNT page.

• I bought a new phone, can I transfer my progress to my new device?
• MY ACCOUNT > GET ACCOUNT CODE\n2. Write down the temporary account code. Do not share your account code with others.\n3. On your new device, open the game and go to TITLE SCREEN or SETTINGS > MY ACCOUNT\n4. Select ENTER ACCOUNT CODE and type in the account code you’ve written down earlier.\n\nIf you are uncertain about the account you used to log in, please send an email to support@solitaireromance.com with your current user ID number included.\n"}" data-sheets-userformat="{"2":897,"3":{"1":0},"10":1,"11":4,"12":0}">Yes, just SIGN IN to the game with the same account that you used to sign in on your previous device. You can continue playing from where you left off on any device as long as you sign in with the same account.
  
  Alternatively, if you still have your old device with you, you can try as follows:
  
  1. On your old device, open the game and go to SETTINGS > MY ACCOUNT > GET ACCOUNT CODE
  2. Write down the temporary account code. Do not share your account code with others.
  3. On your new device, open the game and go to TITLE SCREEN or SETTINGS > MY ACCOUNT
  4. Select ENTER ACCOUNT CODE and type in the account code you’ve written down earlier.
  
  If you are uncertain about the account you used to log in, please send an email to support@solitaireromance.com with your current user ID number included.