Support
Need help with Buccaneer's Horizon? Write to 0ndr4N@proton.me. We are a small team and usually answer within a few working days, in English.
Please always include your Support ID. You find it in the game under Settings › About; tap Copy and paste it into your e-mail. Without it we cannot find your captain. Never send us passwords or payment details; we never ask for them.
Common questions
I have a new phone or reinstalled the game. Where is my progress?
Your captain can move to another phone through Google Play Games. If you are signed in to Play Games on your phone, the game links your captain automatically; check it, or link by hand, in Settings › Account while you still have the old phone. On the new phone, sign in to Play Games with the same Google account and start the game: your captain is restored. A guest captain that was never linked stays on the old phone; Android's backup only carries the game's settings, not the captain.
I bought something but it is not in the game.
- Open Shop › Restore purchases. It asks Google Play again for this captain's purchases.
- Some payments take a while to be confirmed (pending). The item is added as soon as Google Play confirms it, even if you are not playing at that moment.
- Purchases belong to the captain they were bought for. A purchase made for another captain on the same Google account stays with that captain.
- If Google Play could not confirm a purchase, it refunds the payment automatically within 3 days.
- Still missing? Write to us with your Support ID and the Google Play order number (it starts with
GPA.and is in Google's receipt e-mail).
How do I get a refund?
Payments are handled by Google Play, so refunds are requested there: Google Play refund help. When a purchase is refunded, its items are removed from your captain.
How do I get a copy of my data?
In Settings › Your data › Export my data. The game saves a JSON file with everything stored about your captain where you choose. It works once a day. You can also ask us by e-mail.
How do I change my privacy choices?
- Ads and analytics consent: Settings › Privacy › Privacy options (shown where the law requires a choice).
- Usage analytics and crash reports: the switches in Settings › Privacy.
- Answered the age question wrongly? Write to us with your Support ID.
Details are in our privacy policy.
How do I delete my account?
In Settings › Your data › Delete account, or by e-mail if you cannot open the game. See Delete your account for the steps and what is kept.
I found a bug or the game crashed.
Write to us with your Support ID, your phone model, the Android version, the game version (shown in Settings › About, for example "Version 1.0.0 · build 1"), what you did and what happened. A screenshot helps. If you are 16 or older and crash reports are on, crashes reach us automatically, but without your Support ID.
Does the game work offline?
No, the game needs an internet connection: your harbor, rewards and battles are kept safe on our server. While you are away, your crew's work orders keep running on the server, for up to 8 hours at first and longer with upgrades.
My reward or score is missing, or I think another captain cheats.
Results that look implausible are held back and reviewed. Write to us with your Support ID and the time it happened; a person will look at it.