Last updated
Something gone wrong, or a question the game does not answer? Write to info@hertreespuzzles.com — in English or Vietnamese, either is fine.
What to put in the message
Three things turn a report into a fix, and leaving them out usually costs a second message:
- the phone or tablet you play on, and its operating system version
- the chapter you were in, and the room, if you remember it
- what you expected to happen, and what happened instead
A photograph of the screen is worth more than a description of it. If the game closed by itself, say what you had just tapped.
A room you cannot get out of
Every room can be finished with what the game has already given you, and the hint button in the corner will talk you through the one you are in, a step at a time. If you have spent every hint a room has and you are still stuck, that is worth writing about — it usually means the room is asking for something it never taught.
Lost progress
Your save lives on your own device and nowhere else. We never receive a copy, so there is nothing on our side to restore from: deleting the app, or moving to a new phone, ends that run. This is deliberate — the game asks for no account and keeps nothing about you — but it does mean a lost save is genuinely lost, and it is better to hear it here than after the fact.
Coins and purchases
Coins buy hints. They are consumable, they are kept in the save on your device, and like the rest of the save they do not survive deleting the app.
A refund is the store's to give, not ours: on iPhone and iPad through reportaproblem.apple.com, on Android through Google Play. If a purchase was taken and the coins never arrived, write to info@hertreespuzzles.com with the store's receipt and we will help sort out which of the two to ask.
Languages
The game is played in English, Vietnamese, French, Spanish, Chinese or Korean, and the language is changed in the settings panel without losing your place. If a line reads wrongly in your language, send it to us — with the sentence itself, if you can. Those reports are the only way translation errors get found.
Privacy
What the game collects, and how little that is, is set out in full at https://hertreespuzzles.com/privacy.
Contact
VTCODE — info@hertreespuzzles.com