Support
Something broken, a purchase that did not arrive, or a player who needs reporting: this page tells you where to write and what to include.
Email us
Write in English, Azerbaijani, Turkish or Russian. We usually reply within 2 business days.
What to include
- Your nickname, exactly as shown on your profile.
- Your device and OS version, for example iPhone 15, iOS 19, or Pixel 8, Android 16.
- The app version, shown in Settings.
- What happened and what you expected. A screenshot helps a lot.
Coins or items that did not arrive
If a purchase was charged but your balance did not change, send the store receipt (the email from Apple, Google or Huawei) together with your nickname. We match the transaction and credit it. Please do not buy the same pack again: every purchase is credited exactly once, and a second purchase will not fix a missing one.
Refunds
Refunds for in-app purchases are handled by the store, not by us:
- App Store: reportaproblem.apple.com
- Google Play: play.google.com/store/account/orderhistory
- Other stores (Huawei AppGallery, Galaxy Store, RuStore): through the purchase history or customer support of that store
Reporting a player
You can block or report a player from their profile in the app. To add details, email us the nickname, the approximate time and what happened. Matches are recorded on our servers, so we can find the exact match.
A problem in a match
Send the details above plus roughly when the match happened. Every online shot is settled on our servers, so we can review it. Note that when no human opponent is available, you may have been matched with a computer-controlled opponent (see the Terms).
Deleting your account
In the app: Settings → Account → Delete account. See Delete your account for what is removed and how long it takes.
Privacy and data requests
Access, correction, export or deletion requests go to support@pixhelm.com. Your rights are described in the Privacy Policy.
Company
Poolive is published by PIXHELM LTD, registered in England and Wales (company number 17389527).