Support

Answers to the things that go wrong most, and a way to reach a human.

Progress and accounts

I reinstalled and my progress is gone

Progress is recoverable only if you signed in with Google or Apple before the app was removed. Sign in with the same provider and account, and your progress will be pulled back down within a few seconds of the game opening.

If you were playing as a guest, the account lived only on the old installation, and there is no identifier that would let us find it. We cannot recover it, and neither can you — this is the one thing worth signing in for.

I signed in and my guest progress vanished

When you sign in, PopGrab first tries to attach the provider to your existing guest account, which keeps everything. That only works if the Google or Apple account has never been used with PopGrab before. If it already belongs to a PopGrab account, you are signed into that account instead, and its progress is what you see.

Your local progress is not deleted by signing in. Sign out and you are back to a guest account on the device.

Sign-in opens a browser and nothing happens

Let the browser tab finish and hand back to the game on its own rather than closing it. If it stalls, close the tab, return to PopGrab and tap the button again. Check the device has a working connection, and that the date and time are set automatically — a clock that is wrong by more than a few minutes will make sign-in fail.

How do I delete my account?

In the app: Settings → Account → Delete Account, then confirm. It happens immediately, and it works for an anonymous account too. Full instructions.

If you have already removed the app, email support.teammio@gmail.com from the address you signed in with, with the subject Delete my account.

Ads

What does PopGrab cost?

Nothing. There is no subscription and nothing to buy inside the game, so you will never be asked for payment details. Advertising is the only thing paying for it.

Every ad is one you choose to watch in exchange for something — more time on a finished round, an AI Tuner remix, or a sound palette for a few days. There are no banners, no ads between screens, and none when the game opens.

I watched an ad and got nothing

The reward lands when the ad finishes, so closing one early counts as turning it down. If you sat through the whole thing and nothing arrived, check your connection and try once more — if it keeps happening, email us with your device and what you were trying to unlock.

It says no ad is available

Sometimes there is nothing to serve: no connection, or nothing ready yet. When that happens you get the reward anyway. An ad we could not show is our problem, not yours.

Reminders and sound

I turned reminders on but nothing arrives

PopGrab's reminders are scheduled by your phone, not sent from a server, so they need notification permission. If you declined the system prompt, the switch turns itself back off — granting it afterwards means enabling notifications for PopGrab in your device settings, then toggling the switch on again in the game.

Battery optimisation on some Android devices delays or drops scheduled work. If reminders arrive late or not at all, exempting PopGrab from battery optimisation usually fixes it.

There is no sound

Check the Sound switch in Settings, then your device's silent or ringer switch, and whether another app has taken over audio. Sound and Haptics are separate switches — muting one leaves the other on deliberately, so you can feel your pops without hearing them.

The AI Tuner

It says I have run out of remixes

The AI Tuner has a weekly allowance, shown in the editor, which resets at the start of each week. The first few remixes cost nothing at all; after those, each one asks you to watch a rewarded ad first. When the weekly allowance itself runs out, the reset is the only way to get more. Discarding a remix you did not like does not give the allowance back — generating it is what costs, whichever way you decide.

It is greyed out

Remix stays inactive until you have typed or picked a mood, and it is out of reach once the weekly allowance is spent. It is not a paid feature — the AI Tuner is free to everyone, as is everything else in the tune editor: writing notes, choosing a scale, tempo, instrument and reverb.

Something else

Reporting a bug

Email support.teammio@gmail.com with what you did, what you expected, and what happened instead. Include your device model and OS version. If it happens every time, the exact steps are worth more than anything else you can send us.

Privacy and data requests

Requests for a copy of your data, corrections, or deletion go to the same address. See the Privacy Policy for what we hold and how long we keep it.