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, along with every tune you backed up, 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.

What happens to my guest progress when I sign in?

If the Google or Apple account is new to PopGrab, your guest account simply becomes it, and everything stays where it is. If it already has a PopGrab account, what you played as a guest is merged into that one: backed-up tunes move over, Sparks add together, the higher level is kept, best scores and ratings keep whichever is higher, and your streak keeps the more recent one. The guest account is then removed.

If you sign in without a connection, the merge finishes the next time the game can reach us.

What happens when I log out?

Logging out saves your account to the cloud first, then clears it from this device and starts a fresh guest, so the next person on the phone does not inherit it. Sign back in to get it all back. Tunes you never backed up are not saved, and the log-out screen tells you how many before you confirm. If the save cannot reach us, you stay signed in.

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 — three more balls on a Pop Pinball board, keeping a Playhead run going, an AI Tuner remix past the free ones, a sound palette for three days, or a tune backup past the free ten. 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.

Your tunes

It says I have used my free backups

You can keep 10 tunes in the cloud for free, and while you have room, each round's tune backs itself up. Past that, back a tune up from History by watching a rewarded ad, up to 100 a month and 5,000 in all. Deleting a backed-up tune from History frees its place.

I deleted a tune. Is it really gone?

Yes. Deleting from History removes it from this device and, if it was backed up, from the cloud too. Deleting a backed-up tune needs a connection, so the two copies never drift apart.

Merge will not take a tune

Merge combines two or three 8-note tunes. Tunes of 24 notes cannot be merged.

The AI Tuner

It says I have run out of remixes

The AI Tuner gives you 10 remixes a week, shown in the editor, and the allowance refills every Monday. The first 3 cost nothing at all; after those, each one asks you to watch a rewarded ad first. When all 10 are spent, the refill is the only way to get more. Discarding a remix you did not like does not give it back — generating it is what costs, whichever way you decide.

It is greyed out

The Remix button greys out while you are offline, because the AI Tuner needs a connection, and while a remix is being composed. It is not a paid feature — the AI Tuner is free to everyone, as is everything else in the tune editor: changing notes, choosing a scale, length, tempo, instrument, room and harmony.

Something else

It asks me to update

When a new version is out, PopGrab offers it once, on Home. Update now installs it through Google Play on Android, or opens the App Store on iPhone; Not now hides it until the next release.

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.