Totem Roll · Brightloop Games

Totem Roll Support and FAQ

Last updated: October 24, 2026

Answers to the most common questions. If the problem continues, see Contacting support at the end.

Account and sign-in

Do I need an account to play?

No. The game works without an account. The account is optional and serves to keep your progress in the cloud and to use your pearls and purchases on other devices. To create one, tap Settings, then Account, and choose "Sign in with Google" or "Sign in with Apple". We keep only a hash of your identifier, with no email, name, or photo.

How many devices can I use?

Up to 3 active devices per account. When you sign in on a fourth device, the one used least recently leaves the account. You can also remove a device in Settings, under Account. There is a limit of 3 device changes in 30 days.

Can I use Google and Apple on the same account?

Yes. In Settings, under Account, connect the other way of signing in. If it already belongs to another account of yours, the game offers to merge the two. The merge adds the pearls together, combines the entitlements, keeps the highest league score, and keeps the progress you choose. It cannot be undone.

The game showed "Which progress to use?". What do I do?

The account already has progress saved in the cloud, and this device has some too. The game shows a summary of both (level, stars, and best score). Choose which one to keep. The other one will be replaced. The account's pearls and purchases count either way.

I can't create an account.

The account is not available to people under 13. In that case, progress is saved only on the device.

How do I delete my account?

In Settings, under Account, tap "Delete account". See exclusao-de-dados.md.

Restoring purchases

How do I restore a purchase?

There is no button for it. Purchases are restored automatically when you open the game with the same store account that made the purchase (for example, the same Google account). If you use a game account, its pearls and entitlements also appear on any device you sign in to. This works after reinstalling the game or changing devices.

Subscription

My subscription did not renew. What happened?

Renewal depends on Google Play. The most common reasons are: you cancelled, the card was declined, insufficient balance, or a pending charge. To check, open Google Play, then "Payments & subscriptions" and "Subscriptions". If the subscription is active and the game does not show the benefit, close and reopen the game with the same Google account, since purchases are restored automatically.

How do I cancel my subscription?

Through Google Play, in "Payments & subscriptions" and then "Subscriptions". Uninstalling the game does not cancel the subscription. The benefit continues until the end of the period already paid for.

Undelivered purchases

I paid, but the item did not show up. What should I do?

  1. Close and reopen the game with the same store account that made the purchase. Purchases are restored automatically when the game opens.
  2. Check that the purchase appears in the store's order history.
  3. Without internet, the purchase stays pending and is completed when the connection returns.

If the item still does not appear, write to contato@brightloopgames.com.br with the store order number (receipt) and the purchase date. We reply within 5 business days.

Refunds and returns

I want a refund.

Brightloop does not refund. Refunds are made only by the store (Google Play or App Store), under its policies. Make the request through the store's order history.

What happens to what I received if the store refunds?

The store notifies us, and we remove what the purchase granted: the VIP benefits of the period, the premium rewards of the Season Pass, the pearls credited, and the right to permanent items. The pearl balance may become negative. While it is negative, you cannot spend pearls, but you can still make purchases.

Can I return a cosmetic?

Yes, up to 3 cosmetics per account, within 7 days of the purchase, even if you have already used it. The return undoes the purchase of the cosmetic and gives back to your balance the pearls spent on it.

Does cancelling the subscription refund the money?

No. Cancelling stops the next renewals. The benefit continues until the end of the period already paid for.

Ads

The ad does not load. What should I do?

An ad that does not load does not erase your progress. If the video does not load or is closed before it ends, the reward is not delivered and nothing is deducted from the daily limit.

I want to see fewer ads.

You can decline personalization in Settings, under "Privacy options" (in the European Union, the United Kingdom, and Switzerland) or "Personalized ads" (in other countries). You can also buy the "No videos forever" item, which gives you the rewards from the videos without having to watch them. See anuncios-e-consentimento.md.

Progress and devices

I lost my progress. Why?

Without an account, progress is saved only on your device. The most common causes are: uninstalling the game, changing devices, or clearing the app data in Android settings. In those cases, the game cannot recover the progress. With an account, progress is also in the cloud and comes back when you sign in again.

I'm changing devices. How do I take my progress?

With an account, install the game on the new device and sign in with the same Google or Apple login. The account's progress, pearls, and purchases appear. Without an account, progress is not transferred, because it is saved only on the old device. In that case, create an account on the old device before switching.

Leaderboard and league

How does the leaderboard work?

The leaderboard is global. Ranked matches are sent to the server as a replay, and the server checks each one. Your nickname only appears if you allowed showing your plays and are 18 or older. No purchase gives an advantage on the leaderboard. The game keeps the pointer or finger path in ranked matches, only for anti-cheat.

How does the league work?

The league uses a hidden skill rating and league points, calculated on the server from your ranked matches. The hidden rating is not shown to anyone.

Why does my score not appear on the leaderboard?

A match whose replay is impossible under the game rules is refused automatically. Scores flagged for suspicious patterns are reviewed by a person before any measure, as described in termos-de-uso.md. There are no automatic bans. If you think there was a mistake, write to contato@brightloopgames.com.br and ask for review by a person.

Bugs and technical problems

How do I report a bug?

Write to contato@brightloopgames.com.br with:

Do not send personal data, such as passwords or card details. We do not need them. You can also use the "Send feedback" button in Settings.

The game freezes or closes on its own. What should I do?

Check that the device has free storage and that the game is up to date in Google Play. Restart the device and open the game again. If the problem continues, report it by the email above.

Privacy

How do I delete my data?

In Settings, tap "Delete my data" for the device data, or Account, "Delete account", for the account. See exclusao-de-dados.md.

What data does the game keep about my age?

Only the age range, on the device, and never the year of birth. See the Privacy Policy.

Contacting support