Help

Support

Troubleshooting, purchase restoration, privacy choices and a direct route to report an inappropriate or age-inappropriate ad.

KOŁO Support

1. Contact Support

Email hello@ostoya.games with KOŁO Support in the subject line.

Include the platform, device model, operating-system version, what you expected, what happened and the steps that reproduce the issue. For a purchase problem, include the product name and approximate purchase time, but do not send card details, a store-account password or a complete receipt containing unnecessary information.

Send a support request

Support is available in English or Polish.

Email support

2. Quick Troubleshooting

No sound or haptics

SFX and Music are separate switches in KOŁO Settings; Music works with SFX off. Then check silent mode, volume, Focus settings and system haptic settings. Fully close and reopen the app after changing an audio route.

A score or setting did not persist

Close and reopen the app once. KOŁO has no game account or cloud recovery system for ordinary local progress.

The age setting needs correction

The age answer is chosen when KOŁO first starts. If you answered 16 or older, you can change it to Under 16 or Prefer not to say in Settings → About → Age; to answer again from the start, delete and reinstall KOŁO (local scores and settings are removed; Remove Ads can be restored).

The game paused by itself

A call, Control Center or leaving the app pauses the run. Tap Resume to continue.

Share Usage Stats

Open Settings → About → Share Usage Stats to turn analytics and crash reporting off.

Rate KOŁO

Settings → About → Rate KOŁO opens the App Store review page.

The game does not launch correctly

Restart the device, confirm that storage is available and update the operating system where practical. Reinstall only after noting that local progress may be removed.

3. Remove Ads Purchase and Restoration

Where offered, Remove Ads is a one-time, non-consumable entitlement processed by the applicable Platform Store. It removes all third-party advertising displayed inside KOŁO on that platform.

Apple

  1. Confirm that the App Store purchase completed and is not pending.
  2. Close and reopen KOŁO.
  3. Open KOŁO Settings and use Restore purchase under the Remove Ads card.
  4. Confirm that the device uses the Apple Account that made the purchase.
  5. Retry with a stable connection if the App Store cannot be reached.

Android / Google Play

  1. Confirm that Google Play reports the purchase as completed rather than pending.
  2. Confirm that Google Play uses the Google Account that owns the purchase.
  3. Close and reopen KOŁO.
  4. Use Restore purchase (under the Remove Ads card) or the equivalent entitlement-refresh action.
  5. Retry with a stable connection if Google Play cannot be reached.

Restoration recovers Remove Ads only. It does not restore local scores, settings or run history. Apple and Google Play purchases do not transfer between ecosystems.

4. Pending, Failed or Missing Purchases

A transaction can remain pending because of family or parental approval, payment verification, account restrictions, network conditions or store-service status. KOŁO does not unlock Remove Ads until the applicable store reports a valid completed and verified purchase.

On Apple, Ask to Buy or payment approval can delay completion. On Android, delayed payment methods can leave a purchase pending until it changes to purchased and is processed correctly.

If the Platform Store shows a completed charge but KOŁO cannot restore the entitlement, contact us with the platform, approximate transaction date and only the non-sensitive information needed to identify the issue.

5. Refunds and Purchase History

Apple

Apple processes App Store refunds and purchase history. Use Apple’s Report a Problem service for an eligible App Store refund request.

Apple Report a Problem

Google Play

Use Google Play’s refund workflow for Android purchases. Depending on the purchase, time elapsed and location, Google may direct you to the developer for support.

Request a Google Play refund

A refund, cancellation, reversal or revocation may remove Remove Ads. Mandatory consumer rights remain unaffected.

6. Privacy, Age and Local Data

KOŁO has no game account. Scores, settings, your age answer and compliance records are stored locally. Before playing, you choose Under 16, 16 or older, or Prefer not to say. KOŁO never asks for your exact age or date of birth and stores only that answer and how it was given, on your device. Players who answered in an earlier version are asked once more. An answer of 16 or older can be changed to Under 16 or Prefer not to say in Settings → About → Age; it cannot be changed back there. Answering 16 or older is not consent by itself — consent is asked separately where the law requires it.

No advertising, Google UMP, Firebase Analytics or ATT request is permitted before age is known. Under 16 and Prefer not to say get the protected experience: only non-personalised, child-directed ads with a general-audience content rating; no tracking request; no advertising identifier; no analytics or crash reporting. Players who answered 16 or older remain subject to consent and platform-permission choices.

Deleting the app generally removes local data, subject to operating-system behaviour and backups. Purchase records are controlled by the Platform Store and may remain available so a valid entitlement can be verified or restored.

7. Accessibility

KOŁO includes settings intended to support different play preferences. The exact system haptic, vibration, sound and accessibility behaviour may vary between supported devices.

Send accessibility feedback by email and include the platform, assistive technology or setting used and the exact screen where the problem occurs.

8. Advertising, Privacy Choices and Support

KOŁO’s initial advertising plan is limited to Google AdMob interstitials. Players who answer Under 16 or Prefer not to say receive only non-personalised, child-directed ads.

Ads appear only between runs, after a game over — never during play and never from the Settings or Pause menu. A new player sees no ads in their first 8 completed runs and first 5 minutes of play. After that there are at least 6 runs and 4 minutes between ads, at most 4 in one session, and never right after a new best or after a run shorter than 12 seconds. Players who bought Remove Ads never see these ads.

Privacy choices

When Google UMP requires a privacy-options entry point, open KOŁO Settings → About → Privacy choices to review or change the available consent choices. On Apple devices, tracking permission can also be changed in iOS Settings. Refusing consent or ATT does not block gameplay.

Ad support

To report an inappropriate or age-inappropriate advertisement, open KOŁO Settings → About → Support (it opens a pre-filled email) or email hello@ostoya.games.

Include the approximate date and time, the screen where the ad appeared, why it was inappropriate and a screenshot if one is safely available. Do not tap the advertisement just to gather information. Do not send an advertising identifier, payment data, a store-account password or information about another person.

Why you may see an ad

Ad eligibility is based on your age answer, Remove Ads ownership, consent status, platform permissions, run count, elapsed time and whether an interstitial was already loaded at a natural break. If you answered 16 or older, personalised advertising is permitted only where the required consent and, on Apple, ATT permission allow it. If you answered Under 16 or Prefer not to say, you get only non-personalised, child-directed ads.

9. Legal Documents

Privacy Policy
Terms of Service
Impressum
Japanese Commercial Disclosure