Netloom

Support

Answers within one business day

Write to us

Email . For anything about a payment, write from the address you paid with and include the approximate time of payment — that is how we find the order.

Delete my data

Netloom (by ) holds only what a membership needs: the email you paid with, the payment record, your access code and the random device ids of the phones you activated it on. The game keeps no account of any other kind.

To have all of it deleted:

  1. Email from the address you paid with, subject "Delete my data".
  2. We delete the membership record, the access code and the device ids within 7 days and confirm by email.

What is deleted: email, access code, device ids, membership end date. What is kept: the payment record (amount, date, Stripe reference) for as long as accounting law requires — it no longer links to your email. Deleting the record ends the membership; the game itself stays yours.

Progress inside the game (levels, stars, times) never leaves your phone; uninstalling the game removes it.

Common questions

I paid but the game still shows chapters 4–8 locked

Open the game once while online: it checks the membership every time it comes to the foreground. If you paid from a browser rather than from the game, go to Settings → Have an access code? and enter your email and the code from the confirmation page.

I lost my access code

Write to support from the email you paid with; we resend it. The code never changes, so you can also find it on the confirmation page if you kept the link.

I changed phones

Install Netloom from Google Play on the new phone, then Settings → Have an access code?. Up to five devices can share one membership; the oldest is dropped when a sixth is added.

When does my membership end?

The game shows the exact date in Settings and on the membership screen. There is no auto-renewal: when the date passes, the game returns to the chapters you own and nothing is charged.

I want a refund

See the refund terms. In short: if a completed payment does not activate within 24 hours and we cannot fix it, the money goes back to your card. Write to support with the payment time.

How can I pay?

Visa, Mastercard, Apple Pay and Google Pay through Stripe. The charge is a single payment; nothing renews by itself.

Something about the game itself

Boards that will not solve, a crash, a suggestion — the same address. A screenshot and the phone model help a lot.