Droppy support

Write to droppy@hostcapixaba.com.br. There is no form on this page, deliberately: the mailbox is the channel, and a form that said “sent” without the message arriving would be worse than none.

So that the first reply solves it, include in your message:

• your device model (for example Moto G84, Galaxy A15);
• your Android version — under Settings › About phone › Android version;
• the game version, if you know it: it is shown on Droppy's settings screen;
• what you did, what you expected and what happened, in that order;
• for anything about a purchase, the Google Play order number. It arrives in Google's confirmation email, starts with GPA. and is the single thing that speeds up support the most;
• a screenshot, when the problem shows up on screen.

Write in whichever language you prefer. We answer in Portuguese and English; in other languages the reply may take longer.

This page promises no response time, and we are not going to invent one. The mailbox is read by the publisher, and we reply as quickly as we can.

Never send a card number, password, verification code or identity document. We do not ask for them, we do not need them and we could not use them: payment is entirely Google Play's.

You were charged and the game delivered nothing. It is the most common case, and this almost always fixes it:

1. close and reopen the game with the device connected to the internet;
2. open the in-game store and tap Restore purchases. That resolves the non-consumable products — the characters Mystic and Gold, and ad removal;
3. check that the device is using the same Google Play account that made the purchase. A purchase made on another account cannot be restored on this one;
4. if none of that works, write to us with the order number (GPA.…) and the product name.

The pack of 10 lives and the lives passes are consumables: they do not come back through Restore purchases, because they have already been delivered. If one of them was charged and the balance or the period never appeared, write with the order number — that one is for us, and we will fix it.

A purchase verified while the service was unreachable may take time to apply. In that case the product usually arrives on its own once the connection is back.

lives_unlimited_24h and lives_unlimited_7d are one-off purchases with a duration: they are not subscriptions, they do not renew, and there is nothing to cancel. When the period ends, the game returns to the normal lives balance.

The period runs in real time, not in play time: 24 hours means 24 hours on the clock, and closing the game does not pause the countdown. An expired pass does not erase progress, coins, trophies, characters or ad removal.

Entitlement holds for up to 24 hours offline, and the app re-checks it when the game starts, with a minimum interval of 5 minutes between queries — there is no periodic background query. If a pass stopped applying before the period you paid for, that is a fault: write with the order number, the approximate date and time of the purchase, and the moment lives started being counted again. The terms of use describe what a pass delivers.

Droppy's progress — completed levels, coins, lives, trophies, characters and preferences — lives on the device. We offer no cloud save, so we have no copy of your progress to give back.

What may exist is the copy that Android's automatic backup keeps in your Google account. That copy is yours and Google's: we do not access it and we do not read it. That is why, when you reinstall the game on the same device and the same account, progress sometimes comes back on its own.

Clearing the app's data, uninstalling without a backup, changing devices without restoring the account, or using a different Google account are all situations where local progress does not come back. In that case write to us and tell us what happened: we can help work out where the progress was, but we cannot recreate it.

Non-consumable purchases are a different story: they stay in your Google Play account and come back with Restore purchases.

Thirteen of the fifteen characters are unlocked with the coins you earn by playing, in the in-game store. If the coins were deducted and the character did not open, write to us saying which character and what appeared on screen.

Mystic and Gold are paid products. If the purchase went through and the character did not appear, follow the steps in section 2 — Restore purchases resolves most cases, because both are non-consumable.

Droppy has eight languages: Brazilian Portuguese, English, Spanish, French, Italian, German, Japanese and Arabic. The language is chosen in the game's settings.

The world names — Brickwell, Mosshollow, Prismdeep, Rootways, Icefall, Reefsong, Rustworks, Cracklands, Cloudrise and Wellspring — and the character names are proper nouns and appear the same in all eight languages. That is not a missing translation.

Clipped text, text outside its box, a wrong translation or a sentence that makes no sense: write to us with a screenshot, the language and the device model. Clipping depends on screen size, and the screenshot is what makes it reproducible.

Droppy shows two ad formats: interstitial, between runs, and rewarded, which you choose to watch. Both only appear in the 16–17 and 18-or-over age ranges: in the 9–12 and 13–15 ranges, and when no age has been given, no full-screen or video ad is requested — the privacy policy has the table by range. When they do appear, the ads come from Google's advertising platforms, and their content belongs to the advertiser — we do not choose which ad is shown to whom.

An ad that froze the game, would not close, did not deliver the promised reward, or showed inappropriate content: write to us with the device model, the Android version, what the ad was showing and, if possible, a screenshot. Inappropriate content is taken to Google, which serves it.

If you would rather have no ads, there is the ad removal product (remove_all_ads), a one-off purchase. Advertising consent choices appear in the 16–17 and 18-or-over ranges, where your region's rules require them; in the ranges that get no ads the form does not appear. The privacy policy describes what those components collect.

We do not process payments and cannot reverse a charge. Google Play did the charging, and that is where a refund is requested — through your Google Play account or Google Play support, which applies the refund rules of the platform and of your region.

If Google Play refunds or revokes a purchase, the product stops applying in the game: the character locks again, ad removal stops applying, and a running pass is ended. That is in the terms of use.

Do write to us, even so, when a purchase was charged and not applied: that case is ours, and it is different from wanting your money back.

Questions about personal data, and requests for access, correction or deletion, go to the same address: droppy@hostcapixaba.com.br.

Before writing, it is worth reading the Droppy privacy policy, which describes what stays on the device, the technical profile the game requests from our server, and what Google and Unity collect. The data deletion page explains what you erase yourself, what exists on our server and today's limits — including that there is no automatic deletion and no defined period.

• Refunds and billing. They belong to Google Play, as section 8 says.
• Your Google account. Passwords, authentication, family payment approval and the account backup are Google's. We have no access to your account.
• The Android backup. The copy of your progress kept in your Google account is yours and Google's. We do not access it, we do not read it, and we cannot restore or erase it for you.
• Recreating lost progress. With no cloud save of ours, no copy of your progress exists on our side.
• Granting a product without a purchase. We do not hand out paid products or coins by email.
• The content of ads. We can pass it on to Google; the serving is Google's.

For company matters that are not about the game — websites, hosting, systems — the channel is HostCapixaba contact.