Hoop Loop Support

Last updated: 26 August 2026

Something wrong, or a question the game does not answer? Write to hi@fubl.org and say which device you are on. There is one person behind this game, so a reply usually takes a day or two rather than an hour.

You can also report a problem from inside the game: Settings → Report a bug. That form reaches the same place and tells us which build you are on, which saves a round of questions. It is a one-way form, though — if you want an answer, use the email address.

Common things

I paid and did not get it. Open the store and use Restore purchases at the bottom. Anything permanent you have bought — the launch bundle, the coin doubler — comes back on any device signed in to the same Apple ID. Gem packs are consumable: they are spent once and are not restored, but if a purchase was charged and never arrived, mail us with the date and we will sort it out.

The store says there are no packs. That normally means the device cannot reach the store rather than that anything is broken. Check the connection and reopen the store.

I asked for a custom name and nothing has happened. Custom names are read by a human before they go on a public leaderboard, and that can take up to a week. Your gems are held until it is decided, and if the name is turned down you get every one of them back. You keep playing under your current name in the meantime.

I lost my progress. In Settings → Account there is a recovery key. If you still have it, it moves your account, scores and purchases onto a new device. Without it there is no way for us to identify which account was yours, so keep it somewhere safe before you need it.

I want my account gone. Settings → Account → Delete account removes it, including your leaderboard entries. You get a key that can bring it back for 30 days, after which it is unrecoverable by anyone, us included.

The ads are too personal, or not personal enough. Settings → Ad privacy choices reopens the consent form wherever the law provides one. On iOS, tracking is separately controlled in the system settings under Privacy & Security → Tracking.

Everything else

Felix Ubl
Grinzinger Allee 42/9
1190 Vienna
Austria

Contact: hi@fubl.org