Help & Contact

Need help with buggs.io? Find your question below. If it isn't answered, email us at support@buggs.io.

For the rules, see our Terms of Service, Privacy Policy, Purchases, Subscriptions & Refunds and Community Guidelines.

Today you play buggs.io in a web browser at the game page. You can also play in our Android app from Google Play. Answers about our iPhone, iPad and desktop apps apply as each one is released.

How do I contact support?

Email support@buggs.io. It's the one address for everything: help, purchases, privacy, parents, reports, and legal and security notices. Parents can also reach us by phone or post; see Who runs the game.

To help us answer quickly, include:

  • your Player ID (see Where do I find my Player ID?);
  • where you play: web browser (and which one), iPhone or iPad, Android, or desktop;
  • your nickname;
  • for a purchase problem, the receipt or order number from Stripe, Apple or Google;
  • when it happened: the date, the time and your time zone;
  • what you did, what you expected, and what happened instead. A screenshot helps.

Never send us your card details, a password, a recovery code or a transfer code. We don't need them. If we need to check that an account is yours, we may ask you to make a new transfer code in the game while we're in touch. We can see on our side that a code was made, so you never send it to us.

How fast will you answer?

We aim to reply within 5 business days (Monday to Friday, not counting US public holidays). Some problems take longer to solve; if so, we'll keep you posted. For privacy and deletion requests, we confirm we got your request, normally within 5 business days, and aim to finish within 30 days. See Delete Your Account & Data Requests.

Where do I find my Player ID?

Your Player ID is a random code that identifies your account. It is not your nickname.

  1. Open the game and select Settings (the gear button) on the main menu.
  2. Go to the Account section. Next to Player ID you'll see a short version, such as 3f2a…9c1d.
  3. Select Copy. This copies the full Player ID (32 letters and numbers). Paste it into your email.

The Account section appears in versions of the game that are connected to our account and purchase service. On the web, if you don't see it, check that you're online and reload the page.

How do I move my account to another device?

There's no email or password. Your account lives on the device or browser where you play. To keep a backup for later, save a recovery code. To use your account on another device right now, use a transfer code:

  1. On the device that has your account, open Settings ▸ Account ▸ Transfer code and select Save code. The game shows an 8-character code.
  2. Within 15 minutes, on the new device, open Settings ▸ Account ▸ Transfer code, select Enter code and type the code.
  3. Read what the game says will come along, then confirm.

Good to know:

  • A transfer code works once and expires after 15 minutes. It's for moving an account now, not a backup to keep for later. For that, save a recovery code.
  • Moving doesn't sign the old device out: the account then works on both. If other people use the old device or browser, or you're giving it away, clear the site data for buggs.io in that browser (or, for an app, delete the app and its data) once the move is done. Erase save is not enough, because it keeps the account.
  • If the new device already has its own account, the game shows what moves over (for example, purchases and coins you bought) and what stays behind (for example, coins you earned) before you confirm. Merging accounts this way is limited to once every 30 days.
  • Device XP and settings stay on the device they were saved on. Device XP is your practice progress ("Practice on this device") and unlocks nothing online. Online XP belongs to your account, so it comes along when you move the account, with your online level, per-bug progress and records.
  • Never enter a code someone else gave you, and never give your code to anyone. This goes for transfer codes and recovery codes. Entering someone else's code moves your purchases into their account. We will never ask you to send us a code.

Restore purchases (Android)

In the Android app, Settings ▸ Account ▸ Restore purchases brings back items and subscriptions bought with that Google Play account. A purchase that moved to another account in the last 7 days has to wait before it can move again. No app store can restore coins, on Android or on iPhone and iPad. Your coins and items stay on your buggs.io account, and a transfer code or your recovery code brings that account back, with them, on any device.

How do I save a recovery code?

A recovery code brings your account back on any device, even if you lose the one you play on or clear your browser. Make one, especially after you buy something, and keep it safe.

  1. Open Settings ▸ Account ▸ Recovery code and select Create recovery code. The game shows a 16-character code that looks like XXXX-XXXX-XXXX-XXXX.
  2. Select Copy and keep the code somewhere safe outside the game, for example in a password manager or written down at home.

The game shows the code only once. We keep only a scrambled version of it, so neither the game nor we can show it to you again.

To use it, open Settings ▸ Account ▸ Transfer code on any device, select Enter code and type your recovery code. The same field takes both kinds of code. Read what the game says will come along, then confirm.

Good to know:

  • A recovery code doesn't expire. Your account has one at a time. Replace code makes a new one, and the old one stops working at once.
  • Each recovery code works once. After you use it, the game asks you to make and save a new one straight away.
  • If the device you enter it on already has its own account, the two are combined just as with a transfer code. The game shows what moves over and what stays behind before you confirm, and the same once-every-30-days limit applies.
  • After you buy something, a dot on the Settings gear reminds you until you've copied a recovery code.
  • A recovery code stops working if its account is deleted or combined into another account.
  • Treat it like a key to your account. Anyone who has it can take your account. Never share it, and never type in a recovery code someone else gave you. We will never ask you for it.
  • If you think someone else has seen your code, select Replace code to make a new one, or email us with your Player ID and we'll stop the old one working.

I lost my account. Can I get it back?

Because there's no email or password, we can't sign you back in. Here's what can help:

  • Saved a recovery code? On the new device, open Settings ▸ Account ▸ Transfer code, select Enter code and type it. See How do I save a recovery code?
  • Still have the old device or browser? Move the account with a transfer code.
  • Bought items or a subscription in the Android app? Use Restore purchases on the new device. No app store can restore coins: they come back only with your account.
  • Bought something on the web or desktop? Email us with your receipt or order number and the email address you entered at checkout. We look at each case. We may be able to restore what you bought to your new Player ID, and we can cancel a subscription you can no longer reach.
  • Want the old account deleted? Email us with the subject Delete my account, even without your Player ID. Include any receipts or order numbers, the email you used at checkout, your nickname and where you played. See Delete Your Account & Data Requests.

Coins and progress you earned by playing can't be recovered without your recovery code or the original device or browser data. We can't look up or resend a recovery code, because we keep only a scrambled version of it.

On the web, your account is stored in your browser. Clearing the cookies and site data for buggs.io, or playing in a private window, can remove it. Save a recovery code, or move your account to another device, before you clear your browser data.

"This profile is linked to another device"

This means this device or browser can no longer sign in to the account it had. Usually the account was combined into another one with a transfer code or a recovery code, or we signed it out (for example, after a report that someone else took it). If you still have the account on another device, make a transfer code there and enter it here. If you saved a recovery code that still works, you can enter that here instead. Start new profile gives this device a new, empty account: the old account's coins and purchases don't come with it. If you didn't expect this message, email us with your Player ID before you start a new profile.

If you think someone else has taken your account, for example after you entered a code they gave you, or someone has seen your recovery code, email us right away.

The game asks me to contact support to confirm the account is mine

Rarely, the game can't prove on its own that your device owns the account. Until we confirm it, the account can't make transfer codes or recovery codes, be moved into another account, or be deleted in the game. Email us with the subject Confirm my account and your Player ID. We'll ask a few questions (see "How we check it's you" on Delete Your Account & Data Requests) and then unlock it.

Something went wrong with a purchase, or I want a refund

I paid, but my item didn't arrive

A purchase is added to your account once the payment provider confirms it, even if you closed the payment page. Reopen the game on the same device or browser and wait a minute. If it's still missing, email us with the receipt or order number and your Player ID.

An item is missing, or says "Update to use"

Some items need a newer version of the game. Update the game to see items your version doesn't have: on the web, reload the page; in an app, update it from its store. An item you bought or were given that your version can't use stays on your account. The game shows it as "Update to use" or "Not available in this version", and you can't equip it in that version.

Refunds

Where to ask depends on where you paid:

  • App Store (iPhone, iPad): Apple handles refunds. Request one at reportaproblem.apple.com. We can't refund App Store purchases ourselves.
  • Google Play (Android): Google Play purchases follow Google's refund policies. For a short time after a purchase, you can usually ask Google directly from your Google Play order history. After that, or if Google can't help, email us your Google Play order number.
  • Web or desktop (Link): email us within 14 days of the purchase if something went wrong, for example an accidental or unauthorized purchase, or an item that never arrived. Include the receipt and your Player ID. We review each request. You can also ask Link's support (support.link.com). This doesn't limit your rights under consumer law.
  • In the EU, EEA or UK: you may also have a 14-day right to withdraw from a web or desktop purchase. See EU and UK right of withdrawal.

When a purchase is refunded, what it gave you (items, Premium or coins) is removed. If you already spent the coins, your balance can go below zero, and the game shows "Your coin balance owes coins from a refund". You can't spend coins until the balance is back to zero. Coins you earn by playing count toward it, so you never have to buy coins to clear it. You can keep playing, and the rest of your account keeps working. If you think a charge is wrong, please contact us first, because we can often fix it faster. You can still dispute a charge with your bank, and a chargeback has the same effect in the game as a refund. Full rules: Purchases, Subscriptions & Refunds.

Why is a bug or power-up locked online when I unlocked it offline?

Your level, each bug's mastery and your records come from your online account. Device XP stays on the device as practice progress (Settings ▸ Account ▸ Practice on this device) and unlocks nothing online. Online XP belongs to your account and comes only from online games. Offline, your device XP can open bugs and power-ups for practice against bots (the game marks them "Practice (offline only)"). Online, you can use an item when it's free, when you bought it or got it as a reward, or when your online XP has reached what it needs. Each item in the Store's Collection shows how to unlock it and how far you are.

How do I cancel Premium?

Premium renews automatically until you cancel it. Cancel where you subscribed:

  • Web or desktop (Stripe): in the game, open Settings ▸ Account ▸ Manage subscription. It opens Stripe's billing page, where you can cancel.
  • iPhone or iPad (App Store): open the Settings app, tap your name, then Subscriptions. Choose buggs.io and cancel.
  • Android (Google Play): open the Play Store app, tap your profile picture, then Payments & subscriptions ▸ Subscriptions. Choose buggs.io and cancel.

On the App Store and Google Play, cancel at least 24 hours before the renewal date to avoid the next charge. On the web and desktop, cancel any time before the renewal date. You keep Premium until the end of the period you've already paid for. Full auto-renewal terms: Premium.

Deleting your account or uninstalling the game does not cancel Premium.

Subscribed on the web or desktop but can't open the game any more? Open Stripe's billing portal, sign in with the email address you used at checkout and cancel there, or do the same at link.com. Or email support@buggs.io with the subject Cancel Premium. Send it from the email address you used at checkout, or attach your receipt. You don't need to give a reason or anything else. We cancel the subscription and confirm it by email. If a renewal is charged after we receive your email, we refund it.

The game won't load in my browser

  • Use a current browser. The game needs WebGL 2: a current version of Chrome, Edge or Firefox, or Safari 15 or later. If you turned off hardware acceleration in your browser, turn it back on.
  • Phones play in landscape. If the game asks you to turn your phone, hold it sideways. If the screen doesn't turn, switch off rotation lock.
  • On an iPad, the browser gets the desktop layout. For the phone layout, open Settings ▸ Game ▸ Interface and choose Phone.
  • Keyboard not working? Click the game once so it has focus.
  • Reload the page. After an update, reloading gets you the new version.
  • Clear the cache, not your data. In your browser's settings, clear only cached images and files. Don't clear cookies and site data for buggs.io: on the web, that's where your account is stored.
  • Try without extensions. Ad blockers and script blockers can stop the game from loading.
  • Free up memory. Close other tabs and apps. Older devices may struggle, especially in Play Offline.

Still stuck? Email us with your browser and its version, your device, and a screenshot of any error.

I can't connect, or the menu says the server is offline

"Server offline, play with bots" means the game can't reach our servers. They may be down for maintenance or an outage, or your network may be blocking the game.

  • Check your internet connection and reload the page or restart the app.
  • School, work and public Wi-Fi networks sometimes block games. Try another network.
  • While you wait, select Play Offline to play against bots on your device. Offline games don't count on the leaderboards.
  • "Update required, this build is out of date" means a new version is out. Reload the page, or update the app from the store.

How do I report a player or a club?

  • A club: open the club's page in Clubs and select Report. Choose "Its name" or "Something else".
  • A player's nickname: when you play online, choose Report name next to it on the Leaderboards, on the leaderboard in the arena, or on the screen you see after another player knocks you out, and pick a reason. See Report a nickname in the game.
  • Cheating, a nickname you can't report in the game, or anything else: email us with the subject Report, the nickname, where you saw it (an arena, a leaderboard or a club), when (date, time and time zone), and a screenshot if you have one.
  • Someone asking for your transfer code or recovery code is trying to take your account. Don't give it, and report it to us.
  • Something you believe is illegal, or a copyright problem: email us. See "Reporting illegal content" in our Community Guidelines and the copyright section of our Terms of Service for what to include.

There's no chat in the game, so nicknames and club names are the main things to report. Our game servers already show "Bug" instead of some offensive nicknames, and instead of a nickname several players reported until we review it, but no filter catches everything. We review reports and act under our Community Guidelines. To protect other players' privacy, we may not share the details of what we did. If you report something as illegal, we'll confirm we got your report and tell you what we decided. If someone is in danger, contact your local emergency services first.

I'm a parent or guardian. Where do I start?

Start with our Parents' Guide & Children's Privacy. Email us with your child's Player ID to:

  • approve purchases for a player under 13 (the game says "A parent needs to approve purchases. Ask them to contact support at buggs.io/support.");
  • review or delete your child's data;
  • withdraw your consent to purchases, or refuse further collection of your child's data (we do this by deleting the account);
  • fix an age setting.

We'll take steps to confirm that you are the parent or guardian before we act.

I entered the wrong birth year

The game asks for a birth year once, the first time you tap something in the lobby that involves buying or a store offer (such as Buy, Start Big, Boost Cubes or a free coin offer). We keep only an age group, never the year, and you can't change it in the game. Email us with the subject Age setting and your Player ID. We can set the right age group. If a change would remove protections for a younger player, such as the need for a parent's approval before purchases, we make it only after a parent or guardian confirms it. See Change an age setting.

How do I make a privacy request?

Email us with the subject Data request and your Player ID. You can ask for a copy of your data, a correction or deletion. You can also use your other rights, such as objecting to or restricting how we use your data, getting your data in a portable format, or appealing a decision about your request. A parent or an authorized agent can ask for you. Requests are free, and we check it's you first. How it works: Delete Your Account & Data Requests. All your rights, including complaining to a data protection authority, are in the Privacy Policy.

How do I delete my account?

In the game, open Settings ▸ Account ▸ Delete account. Or email us from any device with the subject Delete my account and your Player ID (if you no longer have it, include your receipts, nickname and where you played). Cancel Premium first: deleting your account doesn't cancel it. What we delete, what we keep and how long it takes: Delete Your Account & Data Requests.

How do I report a security issue?

If you find a security problem in buggs.io, our website, game servers, or account and purchase service, email us with the subject Security. Please include what you found, the steps to reproduce it, what an attacker could do with it, and how to reach you.

While you look into it, please:

  • use only your own account and test data, and don't access, change or delete other players' data;
  • don't use payment details that aren't yours, and tell us about any coins or items you got through a bug instead of using them;
  • if you come across another player's data, stop, don't keep or share it, and tell us;
  • don't disrupt the game for others (no denial-of-service attacks, spam or flooding), and don't trick players or us into giving anything away;
  • give us reasonable time to fix the problem before you tell anyone else.

We aim to confirm we got your report within 5 business days, and we'll keep you updated. We don't run a paid bug bounty. If you follow these rules in good faith, we treat your research as authorized: we won't take legal action against you for it, and the rules in our Terms of Service against probing or reverse engineering our services don't apply to it. This covers only systems we run. It doesn't allow testing of Stripe, Apple, Google, Cloudflare or our hosting providers, and we can't make promises for them.

Contact

buggs.io is run by POWERUP GAMING LLC, a limited liability company doing business as buggs.io in TN, United States. Email support@buggs.io for anything, including requests from users and authorities under the EU Digital Services Act. We communicate in English. We aim to reply within 5 business days. By post: POWERUP GAMING LLC, 311 Chimney Rdg, Nolensville TN, 37135.