SUPPORT
Need a hand?
Answers to the most common questions are below. If you’re still stuck, email us and a real person will help.
Contact us
Email support at
[email protected]To help us sort it out quickly, please include:
- Your device (for example, iPhone 15 or iPad Air) and iOS version
- Your player name, shown under Your adventure in Shop & account
- What happened, what you expected, and the level or mode you were playing
- A screenshot, if you have one
We read every message and reply as soon as we can.
Playing
How do I play?
Drag the joystick on the left to move. Drag farther to move faster. Tap JUMP on the right while moving to cross a gap. Collect fireflies, avoid hazards, and reach the glowing arch. You can reopen the How to play walkthrough from the menu at any time.
Which devices are supported?
iPhone and iPad running iOS 18 or later, in portrait or landscape.
Do I need an internet connection?
Yes, to start a run, use the shop, and sync progress. If your connection drops during a run, the game keeps your result safely on the device and sends it the next time you’re online. Starting a new run while offline isn’t possible.
I ran out of lives. What now?
You have up to five lives, and one comes back every 30 minutes. You can also buy an extra life in the shop for 25 fireflies. Winning a course gives back the life you used. Owl World Pro gives you unlimited lives.
My fireflies didn’t show up after a run.
The counter during a run is separate from your saved balance. Fireflies are added to your balance when the run ends and the result reaches our server. If the run was interrupted, they’re added the next time the app connects. Open Shop & account and tap Refresh saved progress to check. If they still haven’t arrived, email us.
Do characters change how the game plays?
No. Characters are cosmetic, and every pal has the same movement, jump height, and collision size. Power-ups are separate permanent upgrades that you buy with fireflies and can switch on or off before each attempt.
Progress and accounts
Do I need to sign up?
No. The app creates a guest account the first time you play, so you can start right away.
How do I keep my progress on a new device?
Link Sign in with Apple under Shop & account. Your guest progress comes with you. On the new device, sign in with the same Apple ID in Shop & account and your fireflies, characters, power-ups, and records come back.
If you haven’t linked Apple and you delete the app, your guest progress can’t be recovered.
I linked Apple on a second device that already had progress.
The two accounts are merged once. Fireflies, records, bought lives, characters, and power-ups from the guest account are added to your Apple-linked account. The guest’s five starting lives aren’t added.
Pro and purchases
What does Owl World Pro include?
Unlimited lives and every character. It’s a one-time purchase, not a subscription, so there’s nothing to renew or cancel. Power-ups aren’t included and are still bought with fireflies.
I bought Pro, but the game doesn’t show it.
Open Shop & account and tap Refresh purchase status. If that doesn’t work, tap Restore purchases while signed in to the same Apple account you used to buy Pro.
How do I get a refund?
Apple handles App Store payments and refunds. Request a refund at reportaproblem.apple.com. We can’t issue refunds ourselves.
Can I buy fireflies with real money?
No. Fireflies are only earned by playing.
Deleting your account
Open Shop & account, tap Delete account and saved progress, and confirm. This permanently removes your game account, fireflies, characters, power-ups, and run history from our servers. It can’t be undone.
Deleting your account doesn’t cancel or refund App Store purchases. If you linked Sign in with Apple, you can also stop using your Apple ID with the app in the Settings app: tap your name, then Sign in with Apple. You can also email us to delete your account. See our Privacy Policy for details.