Support

Something not working, or a question about Tessera? Email support@tesserapuzzle.com and we'll get back to you. It helps to say which device you're on and what you were doing when it happened.

I played on the website. How do I keep my streak?

Tessera now lives in the free iPhone and Android apps. Your streak, history, handle and leagues come with you:

• If you signed in on the website, everything is already saved to your account. In the app, tap Continue with email and use the same email address.
• If you played without signing in, open tesserapuzzle.com in the browser you played in and tap Move my streak. That saves your history to your email. Then sign in to the app with the same address.

I signed in with Apple and my streak is missing

If you chose Hide My Email, Apple gives the app a private address, so the app made a new, empty account instead of finding your web one. Sign out, then sign in with Continue with emailusing your usual address. If you've already played in the new account and want the two put together, email us from the address you used on the website and we'll merge them.

Can I still play on the website?

The website lets each visitor try one puzzle. After that, every daily puzzle, Hard mode, past puzzles and Chain are in the app, which is free with optional purchases.

My coins or themes didn't arrive

Coins from a purchase are added by our server a moment after the store confirms it, so they can take a few seconds. If they still haven't appeared, open the Store in the app and tap Restore purchases, which checks again. If that doesn't fix it, email us with the date of the purchase.

I got a new phone

Sign in with the same account and your coins, themes and progress come with you. The every-theme unlock also comes back with Restore purchases in the Store.

Refunds

Purchases are made through the App Store or Google Play, so refunds are handled by them: on iPhone at reportaproblem.apple.com, and on Android from your Google Play order history. A refunded purchase removes the coins or themes it added.

Deleting your Tessera account

Tessera is made by Cooper Banfield Ltd. There are two ways to delete your account:

• In the app: go to Settings → Delete account.
• Without the app: email support@tesserapuzzle.com from the address you sign in with (for Google or Apple sign-in, that account's address), with the subject "Delete my account". We'll confirm and delete it within 30 days.

Deletion takes effect after 48 hours. If you deleted it by mistake, email us within those 48 hours.

What is deleted: your account and sign-in email, your leaderboard name, results and streaks, Chain progress, coins, hints, lucky boards, themes, purchase records and league memberships.

What is kept, and for how long: anonymous usage analytics, under a random ID no longer linked to you, for up to 12 months; crash reports for up to 30 days. Apple and Google keep their own records of App Store and Google Play purchases. The daily reminder email list is separate: unsubscribe from any reminder email.

Privacy and terms

See our privacy policy and terms.