Chalk Hero — Support
Developer: JUAN DU · Published by Puka · About the game
Need help? Email us.
We read every message and aim to reply within 2 business days. Writing in English or Chinese is equally fine.
To help us fix things faster, please include: your device model, your iOS/Android version, the game version (Settings → About), and what you were doing when it happened. A screenshot or screen recording helps a lot.
Frequently asked
I got a new phone / reinstalled the game, and my progress is gone
Chalk Hero has no account and no cloud save. Everything — cleared lessons, your upgrade tree, chalk skins, codex entries — is stored only on the device you played on. Deleting the app, or moving to a new device, means that progress is gone, and unfortunately we cannot restore it for you. We are sorry; this is a limitation we plan to remove in a future update.
One thing that does carry over on iOS: the Remove Ads purchase. See below.
How do I remove the ads?
On iOS there is a one-time Remove Ads purchase in the shop. After buying it, the game stops requesting ads entirely.
On Android there is currently no way to remove ads — the Android build has no in-app purchases at all.
I bought Remove Ads but the ads came back
Open the shop and tap Restore Purchases. The game asks Apple to confirm the purchase on your Apple Account and turns ads off again. Make sure you are signed in with the same Apple Account you bought it with, and that you have a network connection.
If it still does not restore, email us with the date of purchase and we will look into it. For refunds, Apple handles those directly at reportaproblem.apple.com — we cannot issue refunds on Apple's behalf.
I do not want personalised ads
You can turn tracking off at any time:
- iOS — Settings → Privacy & Security → Tracking, and turn off the toggle for Chalk Hero (or "Allow Apps to Request to Track" for all apps). Declining the prompt is a complete opt-out.
- Android — Settings → Google → Ads → "Delete advertising ID".
You will still see ads, but they will not be personalised. Full detail is in the privacy policy.
A rewarded ad did not give me my reward
The reward is granted when the ad finishes. If you close an ad early, or the network drops mid-ad, the reward is not granted. If an ad played all the way through and you still did not get the reward, email us — tell us roughly when it happened and what the reward was for.
The game is in the wrong language
Chalk Hero follows your system language. You can also change it inside the game in Settings.
Is this suitable for children?
Chalk Hero is not directed at children under 13 (or under 16 where local law sets a higher age), and we do not knowingly collect personal information from children. The game does show advertising. If you believe a child has provided personal information to us, email us and we will delete what we hold.
How do I delete my data?
Everything we store is on your device, so deleting the app deletes it. Data held by Google (AdMob, Firebase) is controlled through the OS settings above, or directly with Google. For anything else, email us and we will help where we technically can.
Bug reports and feature requests
Both go to the same address: contact@pukagame.com. We are a very small studio, so we cannot promise every request gets built, but we do read all of them and they genuinely shape what we do next.