Help

Can't find your answer? Contact us or email support@cozyislandgames.com.

Playing

Does Quokka Island need the internet?

Yes. The game needs an internet connection to play. If the connection drops for more than a few seconds, the game saves and pauses until it's back.

Do I need to sign in?

No. The game makes an account for you automatically the first time you play. You can link Google Play Games in Settings to keep your island if you change phones.

How do I move my island to a new phone?

On your old phone, open Settings → Account and link Google Play Games. On the new phone, install the game and choose Continue with Play Games. Your island, leaves and items come with you.

If you can't use Play Games (for example on some children's accounts), contact us with the account ID from Settings → Account and we'll help.

I lost my progress

• If you linked Play Games, open the game and choose Continue with Play Games.
• If you didn't, contact us with your account ID (Settings → Account) if you still have the old phone, and we'll look into it.

Why did one of my quokkas leave?

Quokkas that stay unhappy for a while build a little boat and sail away. You can invite them back from the Old friends list, for free.

Why is there a limit on leaves from playing?

To keep things fair, leaves earned from play sessions have a daily limit. Task rewards, the daily bonus and ads don't count toward it.

Purchases and ads

Do I have to pay?

No. Everything in the game can be earned by playing. Buying leaves is optional.

I bought leaves but didn't get them

Purchases usually arrive within a minute. Close and reopen the game. If they still haven't arrived, contact us with your account ID and the Google Play order number (from your receipt email, starting with GPA).

How do I get a refund?

Purchases are handled by Google Play. Request a refund through Google Play: support.google.com/googleplay/answer/2479637

How do purchases work for children?

Before a player under 13 can buy anything, the game asks a question for grown-ups. If your child's Google account is supervised with Family Link, Google Play also asks you to approve each purchase. You can turn purchase approvals on in the Family Link app.

Why do I see ads?

Only when you choose to watch one, to earn leaves. There are no ads in the middle of play. Children only see child-safe ads, and ads are never personalized for players under 18 (adults choose in Settings).

Your account and privacy

How do I delete my account?

In the game: Settings → Account → Delete account. Without the game: see Delete your account.

What information do you collect?

As little as possible: no names or email addresses. Read our privacy policy for the details.

I'm a parent. How do I see or delete my child's information?

Email support@cozyislandgames.com with the account ID from the game (Settings → Account). See "Children's privacy" in our privacy policy.