Frequently Asked Questions

Last Updated: 17/10/2025

Find answers to common questions about Skrawl, purchases, account recovery, and account management.

💰 Refund and Purchase Issues

I want my money back for a skin/theme I purchased. How do I get a refund?

All in-app purchases are final sales as stated in our Terms of Service. However, you can request a refund directly from Apple App Store or Google Play Store within their refund windows (typically 48 hours for Apple, 2 hours for Google).

Important: We don't process refunds directly - the app stores handle all payment disputes.

The app store denied my refund request. What are my options?

App store refund decisions are final and outside our control. As per our Terms of Service, all digital purchases are final unless required by law.

If you believe there was a technical error with your purchase (item not delivered, charged twice, etc.), please contact us with your transaction ID and we'll investigate.

My child made purchases without permission. Can I get a refund?

We understand this is frustrating. Please contact Apple/Google directly for unauthorized purchase disputes - they have specific policies for purchases made by minors.

To prevent future accidental purchases, we recommend:

• Enable "Ask to Buy" (iOS) or require authentication for purchases
• Set up parental controls in your device settings
• Review purchase settings in the app store

🔧 Account and Technical Support

I lost my premium content after reinstalling the app. How do I get it back?

Your purchases should automatically restore when you log in with the same account. Please ensure you're using the same Apple ID/Google account used for the original purchase.

If the content still doesn't appear, please contact us with your transaction ID and we'll help restore your purchases.

I got a new phone. Where are my purchases?

Purchases are tied to your app store account (Apple ID/Google account), not your device. Log in with the same account on your new device and your purchases will restore automatically.

Make sure you're signed into the same account in your device settings before opening Skrawl.

I paid for something but didn't receive it. What should I do?

We apologize for this issue. Please provide your transaction ID/receipt and we'll investigate immediately. Sometimes there can be delays in purchase processing.

If the purchase was processed by the app store but not delivered in-app, we'll manually restore it to your account.

Can I access my account if I forgot my login details?

Please contact us with your purchase receipts and account email. We can help verify your account and restore access.

Your purchases are tied to your email address and will be restored once account access is recovered.

🔄 Account Recovery and Restore Process

How do I restore my purchases when moving to a new device?

Moving to a new device is easy! Follow these steps to restore your purchases:

Step 1: Sign in to your new device with the same Apple ID or Google account you used for purchases

Step 2: Download and open Skrawl

Step 3: Sign in with your original email address

Step 4: Your purchases will automatically restore within a few minutes

If purchases don't restore automatically, try the "Restore Purchases" button in Settings or contact us with your transaction ID.

I reset my account but want my purchases back. Is this possible?

Yes! According to our Privacy Policy, purchases are preserved during account resets. Here's how to recover them:

Automatic Recovery:

• Log back in with your original email address
• Use the same device or Apple ID/Google account
• Your premium content should restore automatically

Manual Recovery:

• Go to Settings → Account → "Restore Purchases"
• Wait 2-3 minutes for the process to complete
• Restart the app if needed

⚠️ Important: You must use the same email address and Apple ID/Google account that was used for the original purchase. Purchases are permanently tied to your account and cannot be transferred to different accounts for security reasons.

Still having issues? Contact us with your original email and any transaction receipts. We'll manually restore your purchases.

What information do I need to recover my account and purchases?

To help us restore your account and purchases, please provide:

Required Information:

• Your original email address used for the account
• The Apple ID or Google account used for purchases
• Your approximate username in the app

Helpful Additional Information:

• Transaction IDs or receipts from purchases
• Screenshots of purchase confirmations
• Approximate dates of purchases
• Device model and operating system

Privacy Note: We only use this information to verify and restore your account. All data is handled according to our Privacy Policy.

How long does the restore process take?

Automatic Restore: Usually 2-5 minutes after logging in

Manual Restore: Up to 24 hours if we need to verify your account

Complex Cases: 1-3 business days for accounts requiring additional verification

Tip: Most restores happen automatically. If you're waiting more than 10 minutes, try restarting the app or using the "Restore Purchases" button.

I switched from iOS to Android (or vice versa). Can I keep my purchases?

No, purchases are platform-specific and cannot be transferred between iOS and Android.

⚠️ Important Platform Policy:

• Purchases made on iOS (Apple App Store) only work on iOS devices
• Purchases made on Android (Google Play Store) only work on Android devices
• This is required by Apple and Google's app store policies - not a Skrawl limitation

Why this restriction exists: Apple and Google require that in-app purchases made through their stores only unlock content on their respective platforms. This is an industry-standard policy that applies to all apps (Spotify, YouTube Premium, etc.).

What DOES transfer: Your account data (drawings, profile, progress, settings) syncs across all platforms when you log in with the same email address.

What DOES NOT transfer: Premium content purchases (Lunch Edition, theme packs) must be purchased separately on each platform.

💡 Before You Buy: If you use both iOS and Android devices, you'll need to purchase premium content separately on each platform. Consider which device you use most often before making a purchase.

What if I can't remember the email I used for my account?

Don't worry! We can help you identify your account:

Check Your Purchase Receipts:

• Look for Skrawl purchase emails in your inbox
• Check your Apple ID or Google account purchase history
• The email on the receipt is your account email

Contact Us With:

• Any purchase receipts or transaction IDs
• Your approximate username in the app
• Device information and approximate account creation date

We'll help identify your account and guide you through the recovery process.

What happens if I login with a different email on the same device?

Purchases are tied to your original email address and cannot be transferred.

If you login with a different email address, you will not have access to purchases made by another account, even if you're using the same device or Apple ID/Google account.

Why this security measure exists:

• Prevents unauthorized access to premium content
• Protects against account sharing and purchase theft
• Ensures only the purchaser can use their premium content
• Complies with app store terms and digital rights management

⚠️ Error Message: If you see "Purchase(s) are linked to a different account" when trying to restore, it means you're logged in with a different email than the one used for the purchase. Always use the same email address you originally purchased with.

To access your purchases: Log out and log back in with the original email address used for the purchase.

✨ Premium Content and Features

Can I use my purchases on multiple devices?

Yes, but only on the SAME platform (iOS or Android).

✅ Same Platform - Works:

• Buy on iPhone → Works on iPad (both iOS)
• Buy on Android phone → Works on Android tablet (both Android)
• Must use the same email address and Apple ID/Google account

❌ Different Platforms - Doesn't Work:

• Buy on iPhone → Does NOT work on Android devices
• Buy on Android → Does NOT work on iOS devices
• This is required by Apple and Google's app store policies

Summary: Your purchases sync across all your devices on the same platform (iOS-to-iOS or Android-to-Android), but do not transfer between different platforms (iOS-to-Android or vice versa).

Can I transfer my purchases to another account?

No, purchases cannot be transferred between accounts as stated in our Terms of Service. Each purchase is permanently tied to the purchasing account for security and licensing reasons.

What happens to my purchases if I reset my account?

According to our Privacy Policy, purchases are preserved during account resets. Please log back in with your original email address, and your premium content should be automatically restored.

If your purchases don't restore automatically, contact us with your transaction details.

Why did the price of an item change after I bought it?

Price changes don't affect previous purchases - you keep what you bought at the original price. New purchases may have different pricing as stated in our Terms of Service.

Your existing premium content remains yours regardless of current pricing.

What happens to my purchases if Skrawl shuts down?

According to our Terms of Service, if we discontinue the service, we'll provide reasonable advance notice. While we cannot guarantee refunds for discontinued services, we'll do our best to provide fair resolution options within legal and technical constraints.

🎮 General App Questions

How do I play Skrawl? What are the basic rules?

Skrawl is a drawing and guessing game for 2-8 players with 3 rounds. Each player takes one turn as the drawer per round.

How to play:
• Join a multiplayer room or play solo
• When it's your turn, draw the given word
• When others draw, try to guess what they're drawing
• Earn points for good drawings and correct guesses

Can I play without creating an account?

Yes! You can play as a guest user with full functionality. Guest users enjoy enhanced privacy:

• No personal information required
• Local preferences stored only on your device
• Temporary session data automatically deleted
• Full game access without creating an account

How do I report inappropriate content or behavior?

We take community safety seriously. To report inappropriate content or behavior:

• Use the in-app reporting feature (if available)
• Contact us at skrawlapp@gmail.com with details
• Include screenshots or descriptions of the issue

We'll investigate reports and take appropriate action according to our Terms of Service.

Is Skrawl safe for children?

Skrawl is designed to be family-friendly, but users must be at least 13 years old to create an account. Users under 18 should have parental permission.

We do not knowingly collect personal information from children under 13 without parental consent. Parents should review our Privacy Policy and enable appropriate device controls.

How do I contact support for other issues?

For any questions not covered in this FAQ, please contact us:

Email: skrawlapp@gmail.com
Response Time: We aim to respond within 24-48 hours

Please include relevant details like your device type, account email, and transaction IDs for purchase-related issues.

How can I stay updated with Skrawl news and connect with the community?

Join our community and stay updated with the latest Skrawl news:

🐦 Twitter/X: @skrawl_app
💬 Discord: Join our Discord server