Support

Which sign-in options are available?

On iOS, you can sign in as a guest or with Google or Apple. On Android, you can sign in as a guest or with Google. Sign in with Apple isn’t available on Android.

Are guest records saved on the server?

Yes. A guest gets a unique account, and case progress, XP, collected records, and AI question counts are saved on our servers. However, if you delete the app or clear your device data before linking a social account, it may be hard to get back into that guest account.

Does going back to the start screen delete my records?

No. Returning to the start screen as a guest keeps your account and records. To delete your records, use Delete Data in the Profile tab.

Can I link my guest records to a Google or Apple account?

Yes. If the social account has no Pixel Detective records yet, it’s linked to your current guest account and you keep using the same case records.

What if the social account already has records?

Guest records and the existing social account records aren’t merged automatically. On the notice screen, you can keep using your current guest records, or check the other account’s details, permanently delete your guest records, and switch to the existing social account’s records. Your guest records stay as they are until you confirm.

How do I play with my old social account records again?

As a guest, you can check the existing records of the social account you want to link and then switch. If you’re already signed in with a social account, sign out in the Profile tab and sign in with the account you want, and its server records will load. Records from two different accounts are never merged automatically.

Can I play on another device after linking?

Yes. Sign in with the same social account to load the records saved on our servers. Sound, music, haptics, and language settings are saved only on each device, so set them again on the new device.

Is the limit of 3 for the whole case?

No. You can send up to 3 successful questions for each account, case, and suspect combination. Each other suspect in the same case gets 3 of their own. For cases with a reinvestigation pass and for paid cases, it’s 6 per suspect.

Do network errors count as a question?

Requests our servers confirm as failed don’t count. If you closed the screen or lost your connection while a request was being processed, it may take a moment to check its status, so please check again shortly.

Are my questions and answers saved?

Successful questions and answers are saved so you can pick up where you left off when you sign in with the same account. We don’t save the text of failed requests. Please don’t include personal or sensitive information in your questions.

What is the window that appears when I ask my first question?

It explains that your question is sent to an outside AI company (Anthropic) to create the answer, and asks for your consent. Tap [Agree and Send Question] and the question you typed is sent. It appears only once per account. If you don’t agree, you can still play everything except AI interrogation.

I see “Please Check the Age Requirement.”

In places where the law requires it (such as Texas in the United States), we check the minimum age using the age range the app store (Apple) provides. Pixel Detective is only for people aged 14 and older, so this screen appears when the app store tells us you’re under the minimum age. If you’d like the account and records you already created to be deleted, please email us.

How do I change the app’s language?

Go to Settings (the gear icon) > Language and choose Auto, 한국어 (Korean), or English. Auto follows your phone’s language. Case content and AI interrogation answers also appear in the language you choose, and your progress and purchases stay the same whatever the language. Interrogation conversations you’ve already had stay in the language they were in.

The next case is locked.

A free case unlocks right after you solve the previous free case and our servers confirm it. There are no conditions such as watching ads or waiting. Cases marked as paid can be played once you buy them, whether or not you’ve solved earlier cases.

I solved it, but the next case is still locked.

Check your network connection, close the app completely, and open it again. If it’s still locked, email us your case number and detective ID.

I bought something, but it isn’t applied.

Check your network connection, then tap [Restore Purchases] in the Profile tab. Purchases belong to the Pixel Detective app account you used to pay, so make sure you’re signed in with that account. To check your store purchases again, your device must be set up with the same App Store or Google Play account you used to buy. If that doesn’t work, email us your detective ID, the store you bought from, and roughly when you paid.

If I delete my account and sign up again, can I use what I bought?

Yes, if the purchase is still valid. Deleting your account deletes your Pixel Detective app account and the purchase access attached to it, but not your purchase history with Apple or Google. After creating a new app account with Google or Apple sign-in, run [Restore Purchases] in the Profile tab on a device set up with the same App Store or Google Play account you used to buy, and purchases the store confirms are still valid will be linked to the new account. Refunded or cancelled purchases aren’t restored, and case records, XP, and AI conversations from before you deleted your account don’t come back.

How do I get a refund?

Payment cancellations and refunds follow the procedures of the store where you bought. For the App Store, request a refund on Apple’s Report a Problem page; for Google Play, request one from your order history. Paid products are digital content delivered as soon as you buy them, so depending on where you live, change-of-mind refunds may not be available once delivery has started. When a refund is confirmed, access to that product is revoked.

If something is wrong with a purchase, please email us. You may have rights under the consumer protection laws where you live, and asking the store for a refund doesn’t affect those rights.

Do I lose my records if I sign out?

No. Signing out only ends the sign-in on this device and keeps your records on our servers. Sign in with the same account to load them again. If someone else signs in, they won’t see the previous user’s conversations or cached data.

Can I recover a deleted account?

No. Deleting data and deleting an account can’t be undone. You can sign up again with the same Google or Apple account or create a new guest account, but your previous progress won’t come back.

I tapped delete, but it said it failed.

If it failed, your data wasn’t deleted, and the app won’t show it as successful. Check your network and try again. If it keeps failing, email us a deletion request.