Player support
How can we help?
Get help with Emoji Merge: Drop, report a bug, share feedback, or contact the VELIAN Games team.
Emoji Merge: Drop
Faster troubleshooting
Include these details in your message so we can understand the issue more quickly.
- Your device model
- Your Android, iOS, iPadOS, or macOS version
- The Emoji Merge app version
- What you expected and what happened
- Steps that reproduce the issue
- A screenshot or screen recording, when helpful
Try first
- Close and reopen Emoji Merge.
- Restart your phone, tablet, or Mac.
- Install the latest app and system updates available to you.
- Confirm the device has free storage space.
Avoid uninstalling before contacting us when preserving local progress is important, because removing the app may remove locally stored game data.
Apple 1.1.10 · Current release
Apple support
What changed in Apple 1.1.10?
Version 1.1.10 improves automatic recovery of eligible earlier Score and Combo records into Global All Time, keeps in-game BEST aligned with the active profile, and saves new Combo records before Game Over. It improves gem, ticket, purchase and reward recovery, keeps guest progress separate, and prevents delayed account responses from restoring deleted data. Translated labels and VoiceOver descriptions are improved.
Routine game-account synchronization waits until Game Over or leaving for the main menu, including while paused or backgrounded. Online run preparation happens before play; explicit purchase backup and confirmed profile deletion can still complete during a run. A brief Preparing indicator may appear before a connected run starts. Guest play remains available offline.
Automatic-ad timing now stays consistent when the device date or time changes. New ad-availability controls and stability diagnostics help us investigate problems. If an ad still freezes, contact us with the approximate time, device model, app version, and whether it was a Quick Break, Game Over, or optional ability ad.
Backgrounding pauses your run while the app stays open in memory. Force-quitting during gameplay or an ad ends the unfinished run; reopening returns to the main menu and Play starts a new run. Eligible earlier Game Center records can restore to shared All Time. A saved Combo record can sync after leaving a run; the unfinished board is not restored.
Which languages can I play in, and how do I change them?
Apple 1.1.10 supports English, Spanish, Brazilian Portuguese, French, German, Ukrainian, Japanese, Korean, Italian, Turkish, Indonesian, Polish, Traditional Chinese, Thai, and Hindi.
Open Settings from the main menu or pause menu, then choose Language. Select a language to update the interface immediately without restarting or resetting your current run. Your choice is saved after relaunching. The language list stays open so you can compare languages; Back returns to Settings.
Device Language follows the first supported language in your device preferences and falls back to English when none match. It refreshes when you return to the app. Traditional Chinese is supported; Simplified Chinese is not included. Emoji names and player names stay unchanged, while App Store purchase sheets and ad-consent dialogs use their own language settings.
What changed in the menu, Emoji Vault, and Shop?
Version 1.1.6 refreshes the main-menu progress cards, collection progress and next-discovery information, and Shop cards for gems, tickets, and the 7-Day Party Pass. Purchase options, benefits, and creator-code guidance are clearer.
Gameplay instructions, ability availability, and gem purchase-limit messages are shorter and easier to follow. Text fits more comfortably across languages, and iPad backgrounds keep their decorative artwork visible on larger displays.
What is clearer in Settings and ability buttons?
Version 1.1.7 uses larger text in the graphics and streaming-quality settings, improves translated sound and vibration switches, and makes run-selection buttons and ticket benefits clearer.
In Choose Ability, translated WATCH AD and KEEP PLAYING buttons omit their icons to give the words more room. Long labels shrink only when needed to fit the button. English buttons keep their icons. Your selected ability and reward limits stay the same.
When are the Halloween characters and worlds available?
From October 1 through November 2 inclusive (UTC), Blink becomes Vesper, Imp becomes Pumpkin, Rage becomes Webix, and Luna becomes Boo Luna. The Rare and Mystery worlds and main-menu logo also receive Halloween artwork. These are seasonal looks for existing characters; your 15 discoveries and saved progress stay with you.
The theme is selected when the app launches. Relaunch on or after November 3 (UTC) to return to the original artwork.
When does the New Year theme appear?
Apple 1.1.9 and Android 1.0.9 include New Year character looks, seasonal backgrounds, and a festive main-menu logo. They appear automatically from December 1 through January 14 inclusive (UTC). Relaunch the app during that period to load the theme, or on or after January 15 (UTC) to return to the original artwork.
These are seasonal looks for the existing 15 characters. Discoveries, unlocked avatars, and progress stay with you; the theme does not add stages. Current store and website screenshots still show Halloween artwork.
What is new with Prisma and Glossy?
Reach Glossy at level 11 to see sleepy eyelids and a gentle nod, then Prisma at level 12 for refreshed artwork and a flowing rainbow glow. Both animations are available year-round and pause with the game. Emoji Vault and discovery images remain static.
With Reduce Motion enabled in iOS Settings, Prisma’s aura stays visible but stops moving. The glow and sleepy animation do not change merging, scoring, or collision boundaries.
Why can't Clear remove a higher-level emoji?
Clear removes emojis at levels 1–7. Levels 8–15 are protected and show a lock badge while Clear is active. Choose a highlighted eligible emoji, then tap it again to confirm. Tapping a protected emoji spends neither a use nor gems.
If the cup has no eligible emoji, Clear cannot be activated or purchased with gems. Existing Clear uses remain available for later in the run.
When does the cup get bigger?
The cup expands when you first reach level 11, then again at level 13, and again at Luna (level 14) in Apple 1.1.9. A “Bigger cup!” message appears at each milestone. It pauses with the game and fades after play resumes. The larger cup stays for the rest of that run; a new run starts with the standard cup. In 1.1.5, the cup artwork and collision boundaries expand together.
What changed about the cup and game over?
Version 1.1.5 uses a thinner front rim and softer glass reflections to keep faces visible. Emojis that escape remain visible in front of the cup, and the run ends after the entire escaped emoji falls below the visible cup base.
Can I find players outside the Top 100?
Yes. On Apple devices, the game shows up to 100 players in the main list. Search players by name to find participants throughout the selected leaderboard, including outside the Top 100. Results appear as ranking pages load; allow the search to finish. Clear the search to return to the main list.
The number beside the people icon is the total participant count for the selected leaderboard, not the number of loaded rows or search matches. The YOU row keeps your own ranked result visible even when you are outside the Top 100.
A current, complete Top 100 list ends with “Top 100 shown” and “Search to find any player” when more participants exist. If a search cannot finish, follow its Retry or pull-to-refresh message. Switching periods or Score/Combo changes which leaderboard you are searching. Game Center and an internet connection are required.
Why did Invite Friends open when I returned to the game?
Version 1.1.4 fixes the share sheet opening unexpectedly after leaving and returning to the app with the leaderboard open. Invitations open when you tap Invite Friends. If the issue continues after updating, tell us your device, app version, and what was open before you left the game.
Mac controls and iPhone Duo layouts
Play on Macs with Apple silicon using keyboard and pointer controls. Aim with the pointer or Left/Right arrow keys, press Space to drop an emoji, and use Escape or P to pause and resume during gameplay. iPhone and iPad use touch controls. Version 1.1.3 refines Mac menu spacing and the placement of the cup and ability controls, with background artwork, modal dimming, and loading screens covering the full window.
Version 1.1.7 improves iPhone Duo menus, the playfield, and access to Settings and Pause as the display changes size. The expanded portrait layout uses more of the app window; the closed layout keeps its side status strip. Discovery backgrounds fill the app window during size changes, and the active run is preserved when folding or unfolding. Landscape modes may still have system margins around the portrait game area. For display or ad issues, include your device, app version, and whether you folded or rotated it.
The game has no sound or haptics
Check the in-game settings, your device volume, Silent Mode, and whether haptics are enabled in iOS Settings.
My local progress looks different
Avoid uninstalling the app. Tell us what changed and whether the issue followed an update, restart, or device restore.
How do I join the leaderboards?
Sign in to Game Center on your Apple device, reopen Emoji Merge, and finish a run. Apple 1.1.10 uses global Score and Combo rankings shared with compatible Android versions (1.0.9 and later). No extra registration is required. Friends comparisons remain in Game Center and do not determine global prizes. Earlier Android releases use separate historical rankings.
Connect before starting a new run to enter a Weekly or Monthly competition. A run started offline or before a season opens can update All Time only. A run spanning a season boundary does not enter the new timed season. Rankings use your best completed run, not a sum of scores.
Why is a leaderboard empty or marked upcoming?
The first shared Weekly season starts October 19, 2026 at 00:00 UTC; the first full shared Monthly season starts October 31, 2026 at 00:00 UTC. Monthly means consecutive 30-day seasons, not calendar months. Check the dates and countdown in the game. All Time remains available before timed competitions open and does not reset with seasons. Historical records do not earn new seasonal prizes.
Why has my result not appeared?
Check Game Center sign-in and your connection, finish a run, and reopen the leaderboard. Pending completed runs retry when the game is active. The main list shows up to 100 players; Search players can find participants beyond it. Score and Combo have separate participant counts. The shared service assigns unique places: 1, 2, 3. Equal results are ordered by when the server received the record, with earlier records first. If retries fail, send support the period, result, approximate run time, and app version.
How do leaderboard rewards work?
Global Weekly and Monthly top-10 finishes earn gems in Score and Combo separately. Each player has a unique Global place; equal results favor the record received earlier by the server. Weekly prizes for 1st / 2nd / 3rd / 4th–10th are 50 / 35 / 25 / 12 gems. Monthly prizes are 150 / 100 / 75 / 30 gems. Your first Monthly top-three finish grants one Golden Ticket per platform account across both categories. All Time and Friends rankings award no prizes.
Prizes are calculated after a season ends, with a minimum 24-hour settlement delay. New payouts can be paused during the transition; a season start date does not itself enable payouts. The Guide shows availability. Once enabled and eligible, the first shared Weekly settlement is October 27 and the first shared Monthly settlement is December 1, 2026, at 00:00 UTC. Open the game online or use Sync in the Leaderboard Guide to collect available prizes.
New shared rewards require Game Center and internet, without an iCloud requirement. Recovery of eligible old Apple rewards still uses the original Game Center and iCloud accounts. Old results and reward history are not entries in the new competition, and previously collected prizes are not paid again.
Competitions are organized by VELIAN Interactive LLC. No purchase is required. Rewards are in-game items with no cash value and cannot be redeemed for money. Apple and Google are not sponsors and are not involved.
What if rewards cannot finish syncing?
Check your connection and Game Center account, then open the Leaderboard Guide and tap Sync. Already issued rewards can recover even while new payouts are paused. Retrying does not grant a second copy. For eligible legacy Apple rewards, also check the original iCloud account. Avoid uninstalling while a sync or delivery is pending.
Apple 1.1.10 synchronizes gems and tickets with your online account. Another device or reinstall can restore the last synchronized balance using the same Game Center account. Unsynchronized offline changes, the playable board, and unfinished runs cannot be recovered. Simultaneous offline spending on multiple devices may be reconciled to the available account balance.
How do avatars, account recovery, and deletion work?
Open Settings → Online Profile → Change Avatar. Discovering each of the 15 characters unlocks its avatar without spending gems. Existing discoveries count, and artwork follows the active season. In Apple 1.1.10, eligible previously uploaded Game Center Score and Combo records restore automatically to shared Global All Time. In-game BEST follows the active online profile; a new Combo record is saved before Game Over.
Gems and tickets synchronize only within the same platform account. Apple and Google accounts remain separate; subscriptions do not transfer between stores. Avatar unlock information supports the online profile, but does not restore the full Emoji Vault or an unfinished game.
Signing out of Game Center in Apple 1.1.10 selects a separate local guest profile. Its gems, tickets, records and discoveries stay on the device and are never uploaded or merged into an online profile. Signing back in restores that account’s cached or synchronized data. Signing out and deleting an online profile are different actions.
To delete, open Settings → Online Profile → Delete Profile, review the warning, and confirm. Deletion removes shared rankings, the online wallet, uncollected rewards and that profile’s cached BEST. Apple 1.1.10 immediately selects a separate local guest balance, BEST and collection. Deleted profile data is not restored by delayed responses or automatic sign-in. Subscriptions are not canceled. Interrupted deletion pauses shared submissions and can be retried; reconnect only if you want a new profile. See account and data deletion for details or help without the app.
How do I restore my Party Pass?
Open the in-game Shop and choose Restore Purchases. Restore checks your current Apple subscription entitlement. Successfully delivered consumable gem and ticket packs are not restorable; unfinished verified purchases are recovered automatically.
How do I manage or cancel the Party Pass?
Use Manage Subscription in the in-game Shop, or open your Apple account's Subscriptions settings. The Party Pass renews weekly until canceled and remains active through the paid period.
How do I redeem a creator code?
In version 1.1.3 and later, open Shop, scroll to Creator Code, and tap Enter Code. Apple's redemption sheet handles eligible App Store offer codes. A valid ticket offer adds the items associated with that offer after Apple verifies the transaction. Code availability, eligibility, and expiry depend on the offer. A code is optional and is not needed to play.
If Apple rejects a code, check its spelling and the offer terms, including whether it has expired or already been redeemed. If redemption succeeds but items do not appear, reconnect and reopen the game. Contact us with the approximate time, offer details, and any error message; do not send account passwords or an unused code.
Can I choose my rewarded ability?
Yes. Tap +1 ABILITY / WATCH AD, select Merge, Clear, or Lift, then confirm WATCH AD. Selecting an ability alone does not start an ad. KEEP PLAYING closes the offer and returns to the game. Offers depend on connection, consent, and ad availability.
Completing the ad reward requirement grants one use of the selected ability. In Apple 1.1.9 and later, each run allows up to three ad rewards per ability and nine in total, including ticket and Party Pass runs. Spending or buying uses does not reset these limits; starting a new run does. A failed ad or one closed before the reward requirement is met grants no use and consumes no reward allowance.
A contextual offer may also appear when an ability has no owned uses and cannot be bought with gems. It names the exact ability before you confirm and shares the same per-ability limits. Gameplay pauses while the offer is open. Rewarded ads are optional in every run type.
When do automatic ads appear?
In ad-supported runs, the first Quick Break becomes due after five minutes of active gameplay. Further breaks require another five active minutes after the previous ad presentation, with at most three Quick Breaks per run. Breaks wait for a settled board and show a brief notice. Time in menus, ads, or the background does not count as active play.
A Game Over ad can appear after at least 60 active seconds, including after three Quick Breaks. Automatic ads share a two-minute cooldown. Game Over uses an already loaded ad and does not wait for a network request. Ads depend on availability. Ticket and active Party Pass runs have no automatic ads; rewarded ability ads remain optional.
Starting with Apple 1.1.8, changing the device date or time does not shorten or extend the two-minute cooldown. The timer continues across app relaunches. Unavailable or failed ads do not consume a Quick Break allowance.
An optional ad did not grant an ability
A rewarded ability is granted only after the ad provider confirms the reward. Closing before that confirmation grants no use. Extra video segments or end cards do not grant extra abilities. If no reward appears, reopen the game and tell us the approximate time, device, app version, and what happened. Never send an advertising or device identifier in a support message.
How do I change advertising privacy choices?
Open Emoji Merge Settings and select Privacy Options when that control is required for your region. You can also review our privacy choices explanation.
I need to request data deletion
Emoji Merge does not require a VELIAN account. Progress and settings are stored locally, but scores submitted while signed in to Game Center are stored by Apple and may remain after you remove the app. CloudKit reward records may also remain in your private iCloud database; manage that app data through Apple’s iCloud storage controls. See our retention and deletion policy. Contact us to delete support messages or other information you previously submitted to VELIAN.
How do I remove local game data?
Emoji Merge stores progress and settings on your device and does not use a VELIAN player account. Removing the app may remove that local data, so contact us first if you are troubleshooting or want to preserve progress.
How do I send a screenshot?
Email contact@veliangames.com directly and attach the image or screen recording. Do not include passwords or payment details.
Android 1.0.11 · Current release
Android support
These instructions cover Android 1.0.11, with separate notes for earlier releases.
Get it on Google PlayWhich Android devices are supported?
The release targets compatible 64-bit Android phones and tablets running Android 8.0 or later. Final availability depends on the device compatibility shown in Google Play. The game uses a portrait layout. Since 1.0.6, folding, unfolding, or resizing a compatible foldable device adapts the game area while preserving your active run and pause state.
What is new in Android 1.0.11?
Version 1.0.11 improves active-profile BEST and Combo recovery, keeps guest progress separate, and makes gem, ticket, purchase and reward synchronization more reliable. Routine game-account synchronization waits until Game Over, including while paused, backgrounded or restoring an unfinished run. Purchase backup and explicitly confirmed profile deletion can still complete during a run; ad, consent and Google Play services use their own connections.
Version 1.0.10 fixes Score and Combo leaderboards when players have equal results, restores the correct next target, and clarifies tie-breaking and seasonal prizes. Every player has a unique place. For equal results, the record received earlier by the server ranks higher; prizes follow the final Global place.
Version 1.0.9 adds shared global Score and Combo rankings with iOS, 15 character avatars unlocked through discoveries, and synchronized gems and tickets with the same Play Games account. Manage your profile, delete it, or reconnect in Settings → Online Profile. Optional ad rewards now allow three per ability, nine per run. The cup expands again at Luna, with improved Crownix and Luna animations, collection spacing, and translations.
Halloween artwork remains active through November 2 (UTC). New Year character looks and backgrounds appear December 1–January 14 inclusive (UTC); see seasonal theme dates.
Version 1.0.8 improves ad reliability and recovery after failed displays. Timing between automatic ads stays consistent after restarting the game or changing the device date. If a Quick Break ad cannot be shown, gameplay continues while another ad becomes available; a ready replacement uses the usual notice at a safe point in play. Added diagnostics help us investigate ad-related freezes and long ad displays.
Version 1.0.7 centers icons and text together in ability-card labels, including ad rewards, loading states, and gem prices. Rounded labels now size themselves to the translated text and fit longer captions within the card. Tablet Shop and Leaderboard headers now follow the iPad layout, with less excess space above the Leaderboard. Emoji Vault titles use the available header width. The installed app is named Emoji Merge in every language; its Google Play title is Emoji Merge: Drop.
Version 1.0.6 made Settings explanations and ticket-run choices clearer, added layouts that adapt to foldable screen changes, and localized Google Play descriptions and screenshots in all 15 supported languages. See the Android release history.
Prisma’s rainbow aura, Glossy’s sleepy animation, and the Halloween menu logo from 1.0.2 remain available. Seasonal artwork appears October 1–November 2 (UTC), with the theme chosen when the game starts.
How do I change the game language?
Open Settings → Language from the main menu or a paused game. Select a language to apply it immediately, or choose Device language to follow your Android preferences. A paused run stays paused, and your progress is preserved.
Choose from English, Spanish, Brazilian Portuguese, French, German, Ukrainian, Japanese, Korean, Italian, Turkish, Indonesian, Polish, Traditional Chinese, Thai, and Hindi. If none of your preferred device languages is supported, the game uses English.
On Android 13 and later, the game also follows Android’s per-app language setting. Google Play screens and external websites manage their own language.
Can I choose my rewarded ability?
Yes. Choose Merge, Clear, or Lift before watching an optional rewarded ad. Completing it grants one use of the selected ability. Each run allows up to three ad rewards per ability and nine in total, including premium runs, subject to ad availability. Spending or buying uses does not reset the ad limit. A new run resets it.
How do Clear and cup-growth milestones work on Android?
Only levels 1–7 can be removed with Clear; levels 8–15 show lock badges and are protected. Tapping a protected emoji does not spend a use or gems. Clear cannot be purchased with gems when no eligible target is available.
The cup expands when you first reach levels 11, 13, and 14 (Luna) in a run, with a “Bigger cup!” message that pauses with gameplay. A new run starts with the standard cup.
How do Android leaderboards and seasonal rewards work?
Sign in through Google Play Games; no extra registration is required. Android 1.0.9 joins iOS players in shared global Score and Combo rankings across Weekly, 30-day Monthly, and All Time. Your nickname, selected character avatar, result, and rank are visible to other players. Basic gameplay works without signing in. Friends comparisons remain Apple-only.
The main list shows the Top 100. Search checks all participants in the selected leaderboard, including players outside that list. Each player has a unique place: 1, 2, 3. For equal results, the record received earlier by the server ranks higher. Seasonal prizes follow your final Global place. Your rank and next target appear in the main menu.
Weekly top-10 prizes are 50, 35, 25, and 12 gems for ranks 1, 2, 3, and 4–10. Monthly prizes are 150, 100, 75, and 30 gems. Score and Combo award separately. The first Monthly top-three finish gives one bonus Golden Ticket per platform account across both categories. All Time does not award prizes.
The first shared Weekly season starts October 19, 2026 at 00:00 UTC. The first full 30-day Monthly season starts October 31, 2026 at 00:00 UTC. Rewards become available after settlement, at least 24 hours after the season ends, when payouts are enabled. Open Leaderboard → Guide for the current dates, availability, and rules, then use Sync to collect eligible rewards. Historical Android-only results do not earn new shared prizes.
If sign-in fails, check your internet connection and Google Play Games account, then retry. An interrupted connection does not require another account. Earlier Android versions use separate historical Firebase rankings; update to 1.0.11 for shared competitions and correct loading of equal-result rankings.
How do avatars and wallet sync work?
Open Settings → Online Profile → Change Avatar. Each discovery unlocks the matching character avatar without spending gems; existing discoveries count. Artwork follows the active season.
With the same Play Games account, Android 1.0.11 restores the last synchronized gems, tickets and All Time records. Eligible historical Android records can recover automatically from the earlier online service. Stay online after Game Over to synchronize ordinary spending and earnings. A local save can resume an unfinished run on this device; reinstalling or another device cannot restore unsynchronized changes or its playable board. This is not a full cloud save. Offline spending on multiple devices reconciles to the server balance.
Signing out selects a separate local guest wallet, BEST and collection. Guest progress stays on this device and is never uploaded or merged into an online account. Signing back in selects that account’s cached or synchronized progress. Account changes during a round prevent the old round from setting another profile’s BEST or submitting its result.
Can I move progress or purchases from iPhone?
Apple and Google accounts remain separate, even though both platforms share global rankings. Wallets, discoveries, saved runs, purchases, and subscriptions do not transfer between platforms. Android 1.0.9 can restore its last synchronized wallet with the same Play Games account. Clearing storage or uninstalling removes local progress, including unsynchronized changes.
How do I restore purchases or resolve a pending payment?
Use the same Google Play account used for the purchase, connect to the internet, and choose Restore Purchases in the Shop. An active Party Pass can be restored; consumed gem and ticket packs cannot. Pending payments grant items only after Google Play confirms payment. Do not purchase again while a payment is pending.
For missing purchases, send the app version and Google Play order reference to support. Do not send card details. Refund requests are handled under Google Play's refund process.
How do I cancel Party Pass on Android?
Open Manage Subscription in the Shop, or Google Play → Payments & subscriptions → Subscriptions. Select Party Pass and follow the cancellation steps. It renews weekly until canceled. Uninstalling the game or requesting data deletion does not cancel a subscription. Access normally continues through the paid period.
How do ads and privacy choices work?
Automatic ads may appear at eligible breaks in free runs. Ticket and active Party Pass runs suppress automatic ads. Rewarded ability ads are optional. Where available, open Settings → Privacy Options to review advertising choices. Android uses Google's consent flow and advertising controls; Apple's tracking prompt does not apply.
How do I delete my Android game profile or data?
In Android 1.0.11, open Settings → Online Profile → Delete Online Profile, read the warning, and confirm while signed in with the same Play Games account. This removes the shared profile, avatar/unlock data, live ranking and run records, online wallet with gems and tickets, operation ledger, and uncollected rewards. Sessions are revoked and that profile’s cached BEST and pending submissions are cleared. The separate local guest wallet, BEST and collection are selected; other accounts’ cached data remains separate. Delayed responses cannot restore deleted profile data. It does not cancel Party Pass. Interrupted deletion pauses shared submissions and can be retried. Explicit reconnection creates a new profile.
Earlier versions use Settings → Delete account & data for the legacy Firebase profile and Firestore rankings. Shared-profile deletion does not automatically delete separate legacy records. For help without the app, the deletion scope, retained security records, or a broader request, use our account and data deletion page. Uninstalling alone does not delete online records.