Grid Duel support.
How to get help with Grid Duel, answers to common problems, and how to delete the data the game holds about you.
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Getting help
Write to support@mobilebytesensei.com. Tell us your phone model, its Android version, the game version shown at the foot of Settings, and what happened against what you expected. A person replies.
| Help with the game and fault reports | support@mobilebytesensei.com |
|---|---|
| Purchases and refunds | billing@mobilebytesensei.com |
| Privacy requests and data deletion | privacy@mobilebytesensei.com |
| Security vulnerabilities | security@mobilebytesensei.com |
When we reply
| First response | Within 2 working days |
|---|---|
| Game unusable for everyone | Same working day, with a fix or rollback taking priority |
| An incorrect charge | Within 1 working day |
| A fault affecting some players | Within 5 working days, with whether and when it will be fixed |
| Not satisfied with our answer | Write to legal@mobilebytesensei.com; we acknowledge within forty-eight hours and decide within thirty days |
Common problems
| My Remove ads purchase is missing | Connect to the internet, open Settings and choose Restore purchases, signed in to the Google account that paid. |
|---|---|
| I changed phones and lost my progress | Progress is stored only on the device, and there is no account or cloud save, so we cannot move or recover it. Android's own backup may restore it if it was switched on. Your Remove ads purchase can always be restored. |
| The game says my progress was damaged | The game keeps a backup copy and recovers from it automatically. If that also fails, it offers to start fresh. |
| I do not want to see ads | Buy Remove ads, or switch off Ads in Settings > Privacy settings. Hints in exchange for an ad then become unavailable, but the free daily hint remains. |
| Can I play offline? | Yes. Matches, progression, the collection and the daily chest all work offline. Ads, hints in exchange for an ad, and buying or restoring Remove ads need a connection. |
| How do I unlock Sage? | Beat Rook three times. Choose rival shows your progress. |
| Sound, vibration or motion is too much | Settings has switches for Sound, Music, Haptics and Reduced motion. The game also follows your phone's text size. |
| Which phones are supported? | Android phones running Android 7.0 or later, held upright. Tablets and landscape play are not supported. We support the current release and the one before it. |
Deleting your data
Grid Duel has no accounts, so there is no account to delete. The data the game holds about you is removed as follows:
- Data that law requires us to keep, if any, is kept only for as long as that law requires. The Privacy policy sets out what is collected and how long it is kept.
| Progress, collection and statistics on your device | Settings > Your data > Start fresh deletes them at once. Uninstalling the game deletes everything it stored on the device. |
|---|---|
| Match record only | Settings > Your data > Reset statistics clears it and keeps everything else. |
| Usage events and crash reports held by Google | Write to privacy@mobilebytesensei.com asking for deletion, with the game's app instance identifier if you can. We delete the data linked to it within thirty days. Start fresh resets the identifier, so later data is not linked to earlier data. |
| Advertising data | Reset or delete your advertising ID in your Android settings. Google controls this data; you can also contact Google. |
| Remove ads purchase | Kept by Google Play with your Google account. Ask Google Play to remove it from your order history. |
Accessibility
X and O differ by shape as well as colour, nothing depends on sound, and touch targets are large. If something in the game is hard for you to use, write to support@mobilebytesensei.com and tell us what happened.
Warranty and liability
The disclaimer and the limits of our liability for Grid Duel are set out in the Terms of use.
Questions about this document: write to legal@mobilebytesensei.com. A person responds.