Help and support

Your support code

Fillbrook has no accounts, so we can’t look you up by name or email. Instead, Settings → About Fillbrook shows your support code: a random code for your copy of the app, in groups of four letters and numbers. It isn’t your name, email or phone number.

When you write about coins, purchases or your data, please include it. Email us, in the same place, adds it to your message for you. The code lets us find your coin history and purchases and, if usage statistics were on, the usage statistics linked to it (privacy policy, section 6). It finds nothing else.

Restore purchases

Bought the Ad-free edition, and changed phone or reinstalled? Open Settings → Your edition → Restore purchases. Use the same Google account you bought with. Restore purchases brings back what you bought to keep: the Ad-free edition and, once they’re offered, Bumper Books and Home delivery. It doesn’t bring back coins.

• “No purchases found for this Google account.” Check which Google account the Play Store is using on this phone, then try again.
• Google Play charged you, but nothing arrived? For the Ad-free edition, tap Restore purchases first. If it’s still missing, or coins you bought didn’t arrive, email us with your support code and the Google Play order number (it starts with GPA). Never send us card details; we don’t need them.
• Refunds. Payments are handled by Google Play, so you can ask for a refund through Google Play (Google Play Help: refunds), or write to us.

Report a word

A word that doesn’t belong, a misspelling, or a grid that went wrong? We want to know.

1. Open Settings → Write to the editor.
2. Choose A correction (or Something went wrong if the grid itself misbehaved).
3. Tell us the word, the paper’s date and the grid (Quick, Standard or Magazine). Tick Include details about my phone and this puzzle if you’d like us to see your app version, Android version and phone model.
4. Tap Send to the editor. Your email app opens with the letter ready; send it from there.

Or email hello@fillbrook.app with the paper’s date, the grid (Quick, Standard or Magazine) and the word. Corrections are printed in the next editor’s letter.

Write to the editor

Theme ideas, thoughts on the paper, anything at all: use Settings → Write to the editor. You can also reach the form from the editor’s letter in each month’s Issue.

• Send to the editor opens your email app with your letter ready. Nothing is sent until you send it from there, and we reply to the address you send from.
• If we use your theme, we credit it by place (“a reader in Kent”), and by first name only if you tick the box.
• If your phone has no email app, write to hello@fillbrook.app from any device instead.

How ads work

• Only between puzzles. Automatic ads appear after you finish a grid and tap Next, before the next grid opens. Never while you solve, and never when you open the app.
• Ads for coins are your choice. “Watch a short ad” buttons say so plainly, and nothing plays unless you tap one.
• The Ad-free edition is a one-time purchase that turns off the automatic ads for good. Find it in Settings → Your edition. Ads for coins stay available if you want them, and you can hide them in the same place.
• Your ad choices. Where the law asks for consent (for example in the EEA and the UK), Google’s consent form appears before any ad loads. Where Google offers privacy options (for example the EEA, the UK, Switzerland and US states with privacy laws), change your choices any time in Settings → Privacy options.

Deleting your data

• On your phone. Your puzzles, diary, progress and settings live on your device. Uninstalling Fillbrook, or clearing its storage in Android settings, removes them. If Android backup is on, a copy is kept in your own Google Account, which you control.
• Coin history, purchase records and usage statistics. Email privacy@fillbrook.app with your support code and ask us to delete them. We confirm by email within 30 days.
• Letters and emails. Tell us the address you wrote from, and we delete what you sent us.
• Ad and usage-statistics choices. See Settings → Privacy options where Google offers them, and your phone’s own ad settings.

The details, including what we may have to keep for tax law, are in the privacy policy under Your choices and rights and How long we keep things.

Where to get Fillbrook

Fillbrook is coming soon to Google Play, for Android phones and tablets. When it’s in the store, the link will be on the home page.