Support
How can we help?
A real person reads every message. Most answers are already on this page.
Write to us
Tell us your device, the app version and, for Online Life, your character’s name. Problems with gems or purchases? The contact button in the game’s Store adds the technical details for you.
Never send passwords or payment card details.
Restore purchases
- Open the classic game and tap the gem counter at the top to open the Store.
- Scroll to Returning player? and tap Restore.
- Use the same Apple ID or Google account you bought with.
Life+ and permanent upgrades come back. Gems that were already spent cannot be restored.
Manage or cancel Life+
- iPhone: Settings → your name → Subscriptions → Life Simulator.
- Android: Google Play → Profile → Payments & subscriptions → Subscriptions.
- Refunds are handled by Apple (reportaproblem.apple.com) or Google Play under their rules.
Delete your online account and data
You can delete your Online Life account at any time, right in the app:
- Open Online Life and go to the Profile tab.
- Tap Settings, then Delete account.
- Tap Confirm with Apple and sign in with Apple once more.
- Press and hold Hold to delete until the ring fills.
What is deleted
Your character, diary, relationships, messages, posts and photos — everything you made online — are deleted for good, and your Apple sign-in is disconnected. Your classic game is not affected.
What we keep
Only what safety requires: if the account was banned, suspended or muted, a keyed fingerprint of the sign-in (never the sign-in itself) and its age group stay until the sanction ends, so deleting cannot be used to escape it; for a player under 13, the age group stays with that fingerprint. Reports about the account stay with the moderators.
Life+ is billed by Apple: cancel it in your App Store subscriptions if you no longer want it.
Can’t open the app any more? Write to [email protected] with your character’s name and we will help.
Your classic save data
- Classic lives are saved on your device only — we never receive them.
- Deleting the app deletes your saved lives.
- Purchase, gem and daily-reward records are kept on our services so they can be restored. To ask for access to them or their deletion, write to [email protected].
Common questions
Online Life does not open
It needs an iPhone with iOS 17 or later and an internet connection. Update the game from the App Store, then try again.
I was muted or banned
The online terms explain what each step means. If you think we got it wrong, write to [email protected] with your character’s name.
How do I report a player?
Open their profile in Online Life, tap ⋯ and choose Report profile. Reported content may be hidden while we look at it; we aim to decide within 24 hours. You can also block anyone.
I found a bug
Tell us what happened, what you expected, your device and the app version. A screenshot helps a lot.