Support

Need help, or want to raise a concern? Email us and a person will read it. We aim to reply within 5 business days.

1Contact

Write to customer@heyplayinteractive.com. Please include your device model and iOS version — it helps us answer faster. A person reads this inbox; we aim to reply within 5 business days.

2Common issues

Talk time was not credited

Fully close and reopen the app so it can re-check your balance with Apple. If it still hasn't appeared after a few minutes, email us with the date and time of the purchase.

Restoring a purchase on a new device

Open Settings in the app and tap Restore Purchases. Your World packs are tied to your Apple Account and will return. (Talk time is a consumable and is not restored — see Refunds.)

A World pack isn't appearing

Make sure you're signed in with the same Apple Account used for the purchase, then tap Restore Purchases in Settings.

Audio routing / AirPods

If sound isn't coming through the expected device, check the output in Control Centre and reconnect your AirPods. Reopening the app re-establishes the audio session.

3Refunds

Apple handles all refunds, since Apple is the seller. Request one at reportaproblem.apple.com. Note that consumed talk time is not refundable, consistent with our Terms of Use.

4Report a safety concern

If the companion said something that felt wrong, or you have a safety concern, tell us at customer@heyplayinteractive.com with "Safety" in the subject. This is separate from a bug report, and a person reviews it. You can also report from inside the app — Settings → Report something.

5Accessibility

If you hit an accessibility barrier in the app or on this site, email customer@heyplayinteractive.com with "Accessibility" in the subject and we will work with you on it.