Support

Remove Ads belongs to your Google account (Android) or your Apple ID (iPhone), so it can come back on a new phone or after a reinstall.

1. Connect to the internet and sign in to the same Google account (Android) or Apple ID (iPhone) that bought it.
2. Open the game, tap the gear button for Settings, and press RESTORE PURCHASES.
3. The game asks Google Play or the App Store and, if it finds your purchase, switches the ads off again.

Ticket packs and the Snack Bundle are used up when you buy them: the tickets and snacks go into your carnival. They come back with your saved progress (see the next question), not through RESTORE PURCHASES.

If Google Play or the App Store charged you and the game did not give you what you bought, write to us with the date and what you bought. For refunds, Google and Apple decide, so ask them too.

Saving progress is for grown-ups (players 13 and over). On the old phone, open Settings, then MY PROGRESS (in a game set up for a child it is called GROWN-UPS and asks a grown-ups' question first). You have two ways:

• Restore code. Press PROTECT MY PROGRESS to get a 12-character code and write it down. On the new phone (Android or iPhone, either way), open the same card and press RESTORE PROGRESS, then type the code. Keep the code private: anyone who has it can open your carnival.
• Google Play Games (Android) or Game Center (iPhone). Press SAVE TO GOOGLE PLAY GAMES or SAVE TO GAME CENTER and sign in. On a new Android phone with the same Google account, or a new iPhone with the same Apple ID and iCloud, your carnival comes back with no code to remember.

On a new phone the game asks the age question again first. Children's games do not have cloud saves: a child's progress stays on that phone.

• On your phone: uninstall the game, or clear its storage in your phone's settings. That removes the save from the device.
• Our server copy (grown-ups): email us your restore code (or, if you never made one, your character's name as it shows on the leaderboard and roughly when you last played). We will delete the save, the code, the leaderboard rows, weekly results, trophies, reports and gift-code records within 30 days.
• Google Play Games or Game Center copy: delete it in your own Google account or Apple ID / iCloud settings. It never comes to us.
• Children: the game sends us nothing that identifies a child, so uninstalling the game removes everything it keeps. The anonymous play statistics cannot be tied to one person, so there is nothing to look up.

The full details are in the Privacy Policy.

Reporting and blocking are for grown-ups, who are the only ones who can see the leaderboard. Open the leaderboard, tap the player's name to see their card, and press REPORT (choose the name, the prize's name, or something else) or BLOCK. A blocked player disappears from your boards. You can undo a block in Settings, MY PROGRESS, BLOCKED PLAYERS.

When three different players report the same name, it is hidden for everyone. You can also email us about a player at any time.

A gift code is a 16-character code that Golden Oak Games gives out. It can hold tickets, prizes, outfits or snacks. Gift codes are for grown-ups: open Settings, MY PROGRESS, then REDEEM A CODE and type it in. You need an internet connection. A code can be used a limited number of times, and some are for one carnival only. If a code does not work, check each character (there is no letter I, L, O or U in a code) and write to us if it still fails.

The game is free, and ads help pay for it. Children see only family-friendly ads. Remove Ads (an optional purchase in Settings) takes away the banner and the ads between rounds. Ads you choose to watch for a free extra throw, wheel spin or snack stay available. In a child's game a grown-ups' question comes before any purchase.

Try closing the game completely and opening it again, and make sure you have the newest version from Google Play or the App Store. If it is still wrong, email us what happened and which screen you were on.