Support

We're here to help you get back on the road.

Email us

We usually reply within two business days. Tell us your iPhone model and what you were doing when it happened.

Playing

How do I play?

Each puzzle piece is a card. You hold three, and the rest wait in the deck. Drag a card onto the photo where it belongs. The right spot snaps it in; a wrong spot is a miss, and the card flies back. Tap the deck for new cards. From Level 21, some cards arrive turned, so tap one to rotate it before you place it.

How do stars work?

You earn up to three stars for each photo. Misses, hints and a slow time cost stars. Replaying a photo can raise your best, and you're paid the extra coins when you do.

What do hints do?

Spot highlights a card that fits right now.
Reveal uncovers part of the photo.
Place puts a piece in for you.

Every level comes with a few free hints. After that they cost coins, and with Premium they're unlimited.

How do I unlock the next city?

Finish all five photos in a city. Your plane then flies the route to the next city on the map, and its first photo opens.

Daily puzzle and events

When does the daily puzzle change?

At midnight UTC, the same moment for everyone. Every player gets the same photo, cut into more pieces as you travel further.

How do streaks and streak freezes work?

Play the daily puzzle on consecutive days to grow your streak. A streak freeze (150 coins in the Shop, and you can hold two) covers a day you miss. It's used automatically when you next open the game.

What are special events?

Seasonal events with seven themed cities: Haunted Cities (Oct 20 – Nov 2), Winter Lights (Dec 10 – 28), Countdown Cities (Dec 29 – Jan 5) and Cities of Love (Feb 7 – 15). A new puzzle opens each day. Finish all seven while the event runs to earn its passport stamp and 300 coins. Look for the banner at the top of the map.

How do I add the widget?

Touch and hold an empty spot on your Home Screen, tap Edit, then Add Widget, and search for CitySnap. There are small and medium sizes, plus Lock Screen widgets for your streak.

Purchases and Premium

How do I restore my purchases?

In CitySnap, go to the Shop and tap Restore purchases at the bottom. You can also open Your Journey, tap the gear, then Restore purchases. This brings back Premium on a new iPhone or after reinstalling. Coins are used up as you spend them, so they aren't restored.

How do I cancel Premium?

On your iPhone, open Settings → [your name] → Subscriptions → CitySnap Premium, then Cancel Subscription. Premium stays on until the end of the period you've paid for.

I bought coins but they didn't arrive.

If a parent approves purchases through Ask to Buy, the coins arrive after they approve. Otherwise, close CitySnap and open it again; the app finishes any purchase Apple has confirmed. If they still haven't arrived, email us with the date of the purchase.

How do I get a refund?

Apple handles refunds for App Store purchases. Request one at reportaproblem.apple.com.

Privacy and settings

How do I change my ad privacy choices?

To stop tracking, open iPhone Settings → Privacy & Security → Tracking. Players in Europe, the UK and Switzerland don't see ads at all, and Premium removes them everywhere. Read more in our Privacy Policy.

Can I move my progress to a new iPhone?

Not yet. Your progress is saved on your iPhone, so deleting the app deletes it too. Syncing through iCloud is on our list. Premium carries over through Restore purchases.

How do I turn off sounds, haptics or reminders?

Open Your Journey and tap the gear in the top corner. Sounds, haptics, daily reminders and the Light or Midnight look are all there.