Customer Support

I can't start my game. Help!

Reboot your device and synchronize it with iTunes. If that doesn't work, then try deleting the game from your device and iTunes. You may easily download it again by clicking the purchase button. The App Store will not charge you again.

If you still have questions, please contact us using the form below. Give as detailed a description of the problem as possible and attach the error report file to your message. To produce the report, follow these steps:

1. Connect your device to your PC or Mac.
2. Synchronize your device with iTunes. When synchronization is complete, all of the log files will be copied to your computer.
3. You may find them here:
• Mac OS X: ~/Library/Logs/CrashReporter/MobileDevice/
• Windows XP: C:\Documents and Settings\\Application Data\Apple\Computer\Logs\CrashReporter\MobileDevice\
• Windows Vista or 7: C:\Users\\AppData\Roaming\Apple\Computer\Logs\CrashReporter\MobileDevice\
4. File names begin with the application title; the file extension is «crash».
5. Please send us these files.

There's no sound in my game. What should I do?

Check the sound volume in the game and your device settings. Also, turn the sound on your device on, then off, then on again, and then reboot your device.

I deleted a game but want to play it again. Do I need to pay again?

You may download the game again by clicking the purchase button. The AppStore will download the application without asking you to pay again. If you have any questions concerning the device, or encounter a problem with downloading or purchasing an application, please contact the Apple Support Team.

Do I need to pay for both the iPad and iPhone/iPod Touch versions of a game?

If the game you want to play on both devices is not a universal application, then you will need to buy it for each device. To find out whether or not an app is universal, read the game's information page in iTunes. If you see «This app is designed for both iPhone and iPad» under the price of the game, then it's a universal applications.

How do I remove a game from my device?

Tap on the game icon and hold your finger on it until all of the icons on the screen are shaking. This takes a few seconds. Then click on the "X" above the application you want to delete.

I need help purchasing a game in iTunes or on the App Store.

If you need help with a purchase or refund, write to the Apple Support Team.

I want a refund!

Apple sells our applications through iTunes, so send your request to Apple.

When are you going to release an update for the game I purchased?

The Support Team cannot provide you with information about game updates and new games. Subscribe to our newsletter channels to receive this info.

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You can subscribe to our news within every game by clicking on «News» or «Subscribe». This is the best way to learn about game updates, new games and contests.

How can I update a game?

If you want to update a game on your iPad, iPhone or iPod Touch and the update is available, follow the relevant instructions below:

On your device:

1. Tap on «AppStore».
2. Choose «Updates».
3. If an update is available, select the game you want to update and agree to install the update.
4. Enter your password and tap on «OK»
5. Select «Free».
6. Then select «Install» and agree to the update.

iTunes:

1. Connect your device to your computer using a USB cable.
2. Start iTunes and login.
3. Select «Programs» in Media.
4. Click on «Updates Available: Х» at the bottom of the screen.
5. You will see a screen with available updates. You can update your applications one at a time or all at once.
6. Select your device in the left column.
7. Select «Programms» in the available tabs.
8. Place a tick next to the game.
9. At the top of iTunes, click on «File».
10. Select «Synchronize [your device name]».
11. Allow your device to synchronize completely before removing it from your computer.

I can't download or update a game. Help!

If you are having trouble downloading or updating an application via the App Store, then Apple is experiencing problems with its servers. We develop only the applications available for download on the App Store, so we cannot fix any problems Apple is experiencing with its servers. If you can't download a game from the App Store, restart your device (turn it off and then turn it back on) and try again. You can also try downloading the application from iTunes and then synchronizing your applications with your device. If none of these steps work, then contact Apple Technical Support.

Can I save my progress in a game to my PC?

You can save your progress in a game to your PC by using iTunes to synchronize your device with your PC. To restore your previously saved progress, connect your device to your PC and launch iTunes. Click on the device name using the right mouse button and then choose «Restore From Backup».

For detailed instructions, visit the Apple website:

Synchronization: http://support.apple.com/kb/HT1386

Restore: http://support.apple.com/kb/HT1766

I have a new device. Can I copy my games to it?

Connect the old device with your computer. Save the data using iTunes. Disable the device. Connect the new device. Restore the data you saved.

If you have already backed up your programs, then follow these steps:

1. Connect the new device to your computer.
2. Open the «Programs» tab in iTunes.
3. On the list, find the game you want to restore.
4. Mark it and synchronize your PC and your new device.
5. After synchronization is complete, the game, including your progress in it, will appear on your new device.

How do I take a screenshot?

To take a screenshot, press the «Home» and «On/Off.» buttons on your device. You can copy the screenshot to your computer using a USB cable.

How do I unsubscribe from your email list?

Reply to an Alawar Games Newsletter you receive or fill out the form below. Let us know you want to unsubscribe from our email list. We'll then remove you from the list of recipients.