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Glimmerhop support

Last updated: 6 October 2026

Stuck, lost something, or found a bug? Most answers are below. If yours isn’t, email support@candlewren.com. We are one person, and we answer every message: you will hear back within 2 working days (South African time, UTC+2), usually sooner.

To help us help you quickly, please include:

  • your device model and Android or iOS version;
  • the game version (open Options → Credits; the version is at the top);
  • what happened, and what you expected;
  • for a purchase: the order number from your Google Play or Apple receipt (never your card details or password; we will never ask for them).

Purchases

I bought something and I can’t see it

Open the Shop and tap Restore purchases. Make sure you are signed in to the same Google or Apple account you used to buy it, and that you are online. If it still isn’t there after a few minutes, email us with the order number.

On Android, a purchase can sit in a “pending” state (for example with some cash or bank payment methods). The item arrives once Google Play confirms the payment.

How do I restore my purchases on a new phone or after reinstalling?

Install Glimmerhop, sign in to the same Google or Apple account, open the Shop and tap Restore purchases. The Starter and Founders packs and cosmetic sets come back.

Glow is different. Glow packs are used up when you buy them: the Glow goes into your save on that device. The store cannot restore Glow on its own, so it comes back only if your save comes back (see the next question).

How do I get a refund?

Refunds are handled by the store you paid through. We can’t issue them ourselves, but we’re glad to help if something went wrong.

Can I stop my child buying things?

Yes. Purchases always go through Google Play or the App Store, and both let a parent or guardian require approval: Google Play’s purchase approval and parental controls, and Apple’s Family Sharing with Ask to Buy. Glimmerhop is meant for players aged 13 and over.

Progress and saves

I reinstalled the game and my progress is gone

Glimmerhop has no account and no cloud save. Your progress lives on your device, so deleting the game deletes it there.

It can come back from a device backup:

  • Android: if Google backup is on (Settings → Google → Backup, or Settings → System → Backup, depending on your phone) and the game had been backed up, reinstalling from Google Play on a phone signed in to the same Google account restores your save automatically. Android backs up app data roughly once a day while the phone is charging and on Wi-Fi, so the most recent progress may be missing.
  • iPhone and iPad: restoring the device from an iCloud or computer backup that was made while Glimmerhop was installed brings your save back. Reinstalling the game from the App Store on its own does not.

We can’t see or recover save files, because they never reach us. Sorry: we know that’s hard after hours of play.

To protect your progress: keep your phone’s backup turned on, and don’t uninstall the game to free space or fix a problem without one.

Ads

Ads aren’t loading, so I can’t get my reward

Rewarded ads need an internet connection. Try:

  1. Check you are online (Wi-Fi or mobile data), then try again in a minute. Sometimes there is simply no ad available for a moment.
  2. Turn off any ad blocker, private DNS or VPN that blocks ads.
  3. If you have just been asked about ad privacy, finish that choice first: no ad is requested until it is settled.
  4. Close and reopen the game.

Rewarded ads are optional. The rest of the game works offline.

How do I change my ad privacy choices?

Ads in Glimmerhop are non-personalised unless you accept personalised ads in Google’s consent form, which appears only in the UK, the EEA and Switzerland. Where a choice applies to your region, open the Shop and tap Ad privacy choices to change or withdraw your consent, or to opt out of the sale or sharing of your information where your US state’s law gives you that right. If you don’t see the button, there is nothing to change: your ads are already non-personalised.

You can also:

  • Android: delete or reset your advertising ID in Settings → Privacy → Ads (or Settings → Google → Ads).
  • iPhone and iPad: Glimmerhop never asks to track you, so your advertising identifier is not used.

Your choice never takes away a reward or a game feature. More detail is in our Privacy Policy: https://candlewren.com/privacy/

Controls

Can I play with a controller?

Yes. Glimmerhop supports game controllers as an option alongside touch. Pair your controller in your phone’s Bluetooth settings, then open the game. Standard Bluetooth and USB game controllers with Xbox or PlayStation layouts are supported; if yours does not respond, tell us the model.

If a controller isn’t responding: make sure it is connected (not just paired), close and reopen the game, and check that it isn’t connected to another device.

Anything else

The game crashed or I found a bug

Please email us with your device model, the OS version, the game version and what you were doing. A screenshot or short screen recording helps a lot.

Does Glimmerhop work offline?

Yes. You can play without a connection. Purchases, restores and rewarded ads need one.

Is there an account I can delete?

No. Glimmerhop has no accounts, so there is nothing to delete. Uninstalling the game deletes its data from your device. To be removed from our mailing list, use the unsubscribe link in any email or write to us.

Privacy requests

To ask what personal information we hold about you, or to have it corrected or deleted, email support@candlewren.com. Our Information Officer is Timm Roark Garde. See the Privacy Policy for your rights in South Africa, the UK, the EU and the US.

Contact

support@candlewren.com
Timm Roark Garde, trading as Candlewren Games
68 Symmonds Lane, Howick, 3290, KwaZulu-Natal, South Africa

Privacy Policy: https://candlewren.com/privacy/\ Terms of Use: https://candlewren.com/terms/