1Contact us
Email playtoniqgames@gmail.com. We reply within 3 working days.
Across the Pond is operated by PLAYTONIQ GAMES LIMITED, company number 17076663, registered in England and Wales.
Tell us your device, your app version (Settings › About) and your display name. It saves a round trip.
2A purchase did not arrive
Open Settings › Purchases and tap Restore Purchases. That brings back subscriptions and one-time purchases such as Remove Ads. Consumables like hint packs are used as you spend them and cannot be restored. Note that Remove Ads also switches off the opt-in reward videos, so the free hint you could earn by watching one is no longer offered.
If it still has not arrived, email playtoniqgames@gmail.com with the store receipt and we will look it up.
3Cancel a subscription or ask for a refund
Subscriptions are managed by the store you bought from. On iOS: Settings › your name › Subscriptions. On Android: Play Store › Payments and subscriptions. Cancel at least 24 hours before the period ends to avoid the next charge.
Refunds are issued by Apple (reportaproblem.apple.com) and Google (play.google.com). We cannot issue one on their behalf.
4Remove Ads vs the Dual Citizen Pass
Remove Ads is a one-time purchase that removes interstitial and reward ads only. It does not include any Dual Citizen Pass features, and because reward videos are gone too, the free ad-earned hint goes with them.
The Dual Citizen Pass is a subscription. It removes the same ads and adds the premium features: daily hints, bonus XP, the Battle Pass premium rewards, the daily currency bonus and every paid content pack, as they are released, while it is active. You do not need both — the Pass already covers ads.
Either purchase is tied to your store account. If one goes missing after a reinstall or a new phone, Settings › Purchases › Restore Purchases recovers it.
5Lost progress
Guest progress is saved to an anonymous account on our servers, but it has no email or sign-in attached, so it cannot be recovered on a new device. Signing in with the same Apple, Google or email account restores anything that was already backed up.
If you signed in and progress is still missing, email playtoniqgames@gmail.com with the account you used and roughly when you last played.
6Privacy and account deletion
Open Settings, scroll to Danger Zone and tap Delete My Account. Your profile, gameplay history, leaderboard entries and friends are deleted immediately.
Can't open the App? Email playtoniqgames@gmail.com from the address on your account and we will delete it for you. If you played as a guest there is no email to match, so tell us your display name and roughly when you last played, and we will delete the account from that.
To request a copy of your data, or to exercise any other privacy right, email playtoniqgames@gmail.com. Full details are in the Privacy Policy at https://acrossthepond.app/privacy.
7Report a bug or a wrong answer
Send the question, what you expected and what happened to playtoniqgames@gmail.com. Language is contested and regional — if we got one wrong, we want to know.