Support

Welcome to BeLabs support. If you need help with one of our games, please check the frequently asked questions below, and if you still need a hand, contact us using the details on this page.

1. Contact us

1.1. You can reach our support team by email at hello@belabs.ro.

1.2. When you write to us, it helps to include your player ID, the game you are playing, the platform (Google Play, App Store, or Steam), and a short description of the issue (screenshots are welcome).

2. Company details

2.1. The games and this support service are provided by:

Company: BELABS SOFTWARE SRL
Trade Registry no.: J2023000769339
CUI (tax ID): 48046258
Registered office: 38 Oborului Street, Bogdănești Village, Suceava County, postal code 727035, Romania
Email: hello@belabs.ro

3. Frequently asked questions

3.1. Which platforms can I play the game on?

Our games are currently available worldwide on Google Play, the App Store, and Steam.

3.2. How old do I need to be to play?

Our games are intended only for users who are 18 years or older.

You need an account to play, and you sign in with the account for the platform you are on: Google on Google Play, Apple on Apple devices, and Steam on Steam. You do not create a separate username or password with us. If you cannot log in, make sure you are signed into the correct platform account and that you have an internet connection; sign-in and password recovery are handled by that platform (Google, Apple, or Steam). If the problem continues, contact us at hello@belabs.ro.

3.4. How do I contact support?

You can reach our support team by email at hello@belabs.ro. Before writing to us, we also recommend browsing the FAQ on this page and our support center articles, which may already answer your question or help you resolve the issue.

3.5. My game is not working. What can I do?

First, make sure you have an active internet connection and the latest version of the game installed. If restarting your internet connection or your device does not fix the problem, try reinstalling the game. If it still does not work, contact us at hello@belabs.ro and include your player ID and platform so we can help.

3.6. Where do I find my player ID?

You can find your player ID in the game's settings or profile screen. Having it ready helps us find your account quickly when you contact support.

3.7. I did not receive my purchase, or I was charged twice. How can we fix it?

If you did not receive an item you bought, contact us at hello@belabs.ro with your receipt and your player ID, and we will investigate and get back to you with the next steps. If you were charged twice or believe you were charged in error, the payment was processed by the store (Google Play, the App Store, or Steam), so these cases are usually resolved through that store's refund process; we will point you to the right place and help where we can.

3.8. Can I get a refund, or transfer or sell my virtual items?

Because purchases are made through the store, refunds are handled by that store (Google Play, the App Store, or Steam) under its own refund policy. Virtual items (such as coins, tokens, or in-game goods) have no real-world value, cannot be exchanged for money, and cannot be sold, transferred, or gifted. Purchases of virtual items are generally final, except where a refund is required by law or granted by the store.

3.9. Why do I see ads, and how do I turn off personalized ads?

Our games are free and are supported by advertising. For personalized ads we ask for your consent, which you can change or withdraw at any time in the game's settings or your device settings. You can also reset or limit your advertising ID in your device settings. If you opt out of personalized ads, you may still see non-personalized ads.

3.10. How do I access, correct, or delete my personal data?

You can ask us to access, correct, or delete your personal data by emailing hello@belabs.ro. For details on what we collect and your rights, see our Privacy Policy. If you are in the EU/EEA, you also have the right to complain to a data protection authority. In Romania, this is the National Supervisory Authority for Personal Data Processing (ANSPDCP).

3.11. How do I delete my account?

You can delete your account from within the game, in the account or settings screen. Deleting your account also removes the personal data associated with it, except for anything we are required to keep by law (for example, records needed for tax purposes). If you need help, contact us at hello@belabs.ro.