Help Center
Most questions are already answered below. If yours is not, send a ticket and you get its number right away.
Account & progress
Do I need an account to play?
No. You can play straight away, and your progress is saved on the device you are using. A free account can be created at any time, and from then on your progress, collection, and purchases live on the server and read the same on every device.
I changed phones. Does my progress come with me?
It does, as long as you have an account. Sign in with the same email or Google, and your collection comes back on its own. Without an account, progress stays on the old device and cannot be moved.
I forgot my password.
On the sign-in screen, tap "Forgot password?" and enter your recovery email. A reset link goes there. If it does not arrive, check the spam folder first, then send a ticket through the Account Issue form.
How do I delete my account?
From inside the game: Settings, then the Account section, then Delete account. You do not need to email anyone. Deletion runs after a 7 day grace period, and during that window signing back in is enough to cancel it. After it passes, diamonds, snakes, streak, and purchases are gone for good and cannot be restored.
Can I download my data?
Yes, at any time. Open Settings, the Account section, then "Download your data". The file contains what we store about your account.
Can I change my display name?
Yes, from your player card. A name change costs 1,000 💎, and the new name has to pass the same name filter everyone else passes.
Purchases
I paid but the item has not arrived.
Open the Shop while signed in to the same account you bought with. A purchase that was paid but never finished recording is restored right then. If it still has not arrived after that, send a ticket through the Payment Issue form and include your order number.
I bought from the web. How do I redeem it?
The code goes to the email you used when ordering. Open snakeverse.app/redeem, sign in, and enter the code. Each code works once, and should never be shared.
How do refunds work?
In-app Android purchases are processed by Google Play, so refunds are requested through Google Play. Once Google refunds the payment, the matching item is taken back from your account.
Does anything for sale make a player stronger?
No. Speed, turn radius, and reach are identical for everyone. What is sold is looks and convenience, and power-up pouch capacity is capped at the same number for free players and buyers alike.
Playing
The game stutters on my phone.
Graphics quality adapts to your device on its own as long as the graphics preset in Settings is still Auto. If you once locked it to a high preset by hand, set it back to Auto first, because a manual preset switches that adaptation off. Closing other tabs also helps on phones with little memory.
How do I steer?
On a phone, swipe your thumb toward where you want to go and hold to boost. On a PC the snake follows the cursor, A and D or the arrow keys turn, W or space boosts.
My progress disappeared after clearing my browser.
Progress without an account lives in browser storage, and clearing site data erases it. If you had already created an account, signing back in brings everything back. If you had not, that data cannot be recovered, and this is exactly why the free account exists.
Online arena
How do I play with a friend?
Share your room from inside the game: the link is copied and you just send it. Your friend can also join by typing your five digit room code. Either way they land in the same arena as you, on the map you are playing.
I cannot get into the online arena.
Check your connection and press START again. If the arena is full or unreachable you are placed in a fallback room and play continues. If it keeps happening, send a ticket through the Bug Report form and mention when it happened.
Why was I dropped when I joined from another device?
One account occupies one arena at a time. When you join from a second device the seat on the first is released, and the round already running there is still paid out first.
Safety & reports
A player is using an offensive name.
On the records board, press and hold that name to report it, and the name is hidden on your device right away. You can also send a ticket through the Bug Report form quoting the name exactly as it appears.
I found a security issue.
Thank you, and please hold off on publishing it. Send a ticket through the Bug Report form with the steps to reproduce. Security reports are read ahead of the rest of the queue.
Send a ticket
Pick the form closest to your problem. You receive a ticket number as soon as it is sent; keep that number, because it is what we look up when you follow up.
Deleting your account
Account deletion is self-service from inside the game, with nothing to request from anyone: open Settings, the Account section, then Delete account. You are asked for your password once more, because a device left unlocked must not be able to delete someone's account.
Deletion runs after a 7 day grace period. During that window, signing back in is enough to cancel it. After it passes, diamonds, snakes, streak, and purchases are gone for good and cannot be restored, not even by us.
The details of what is erased and what is retained for legal obligations are in the Privacy Policy.
Other enquiries
Partnership, sponsorship, collaboration, licensing, and investor enquiries live on the Business page. Job applications live on the Careers page. Every route, including the official address and security reports, is gathered on the Contact page.