Support

SUPPORT AND FAQ

MERGE JOURNEY

Last Updated: February 9, 2025

Operator: New Version Limited

Location: New Zealand

Contact: mergejourney-support@newversion.tech

1.0 GETTING STARTED

1.1 WELCOME TO MERGE JOURNEY

Welcome to 2248 Merge Journey, an addictive number chain puzzle game! Connect

matching tiles and watch them merge into bigger numbers as you climb the

leaderboards.

1.2 HOW TO PLAY

The goal is to connect chains of tiles and merge them into higher values:

(a) Start by connecting two or more tiles with the SAME number

    Example: Connect 2-2 to merge into 4

(b) After connecting same numbers, you can extend the chain by adding

    tiles that DOUBLE in value

    Example: 2-2-4-8-16 is a valid chain

(c) The chain must follow adjacent tiles (including diagonals)

(d) When you release, all tiles in the chain merge into ONE tile with

    DOUBLE the value of the highest tile in your chain

    Example: A chain of 2-2-4-8 creates a 16 tile

(e) Score 2 points for each tile in your chain

1.3 CHAIN RULES

Valid chains:

- 2-2 (two same numbers)

- 4-4-4 (three same numbers)

- 2-2-4 (same numbers plus their double)

- 8-8-16-32 (same plus doubling sequence)

Invalid chains:

- 2-4 (no matching pair to start)

- 2-2-8 (skipped 4 in the sequence)

- 2-2-2-8 (went from 2 to 8, skipping 4)

1.4 SYSTEM REQUIREMENTS

To play 2248 Merge Journey, you need:

iOS Devices:

- iPhone or iPad running iOS 14.0 or later

Android Devices:

- Android phone or tablet running Android 9.0 (API 28) or later

Additional Requirements:

- Internet connection for leaderboards and cloud sync (optional for offline play)

- Approximately 100 MB of storage space

2.0 FREQUENTLY ASKED QUESTIONS (FAQ)

GAMEPLAY QUESTIONS

Q: How do I score points?

A: You earn 2 points for each tile in your chain. Longer chains mean more

   points! Focus on building long chains with doubling sequences.

Q: What happens when I reach certain score milestones?

A: As you progress, lower-value tiles are automatically removed:

   - At 1,000 points: All 2s are removed, new tiles start at 4

   - At 2,000 points: All 4s are removed, new tiles start at 8

   - At 5,000 points: All 8s are removed, new tiles start at 16

   - At 10,000 points: All 16s are removed, new tiles start at 32

Q: What are power-ups and how do they work?

A: Power-ups help you in difficult situations:

   - Shuffle: Rearranges all tiles on the board

   Power-ups can be purchased with Gems.

Q: How do I unlock new themes?

A: Themes can be unlocked using Gems. Go to Settings or the Theme Selector

   to see available themes and their costs.

Q: What is Game Over?

A: The game ends when there are no more valid moves - meaning no two adjacent

   tiles have the same number. Try to keep same numbers near each other!

Q: Can I play offline?

A: Yes! You can play without an internet connection. Your progress saves

   locally and syncs to the cloud when you reconnect.

ACCOUNT QUESTIONS

Q: Do I need to create an account?

A: No! You can play immediately without registering. An anonymous account is

   automatically created to save your progress.

Q: How do I change my username?

A: Go to Settings and tap on your username. You can enter any name you like

   (3-20 characters using letters, numbers, spaces, and underscores).

Q: How is my progress saved?

A: Your game progress is saved in two ways:

   - Locally on your device (works offline)

   - In the cloud (syncs across devices, requires internet)

Q: Can I transfer my progress to a new device?

A: Yes! Your progress automatically syncs to the cloud. When you install the

   App on a new device, your progress will be restored.

Q: What if I lose my phone?

A: Your progress is safely stored in our cloud servers. When you install the

   App on a new device, your scores, levels, and gems will be restored.

PRIVACY QUESTIONS

Q: What data does the app collect?

A: We collect minimal data needed for the game to work:

   - Anonymous user ID (not linked to your identity)

   - Display name (whatever you choose)

   - Country (from your device settings, for leaderboards)

   - Gameplay data (scores, levels, gems)

Q: Does the app collect my real name or email?

A: No. We never ask for or collect your real name, email address, phone

   number, or any other personal contact information.

Q: Is my data shared with anyone?

A: Your gameplay data is shared only for leaderboard features (display name

   and score). We use Google AdMob for ads, but all ads are non-personalized

   and do not track you.

Q: How can I delete my data?

A: Email mergejourney-support@newversion.tech with your User ID (found in

   Settings) and request data deletion. We will delete your data within

   30 days.

Q: Is this app safe for children?

A: Yes! The app is rated 4+ and is designed to be family-friendly. We comply

   with COPPA (Children's Online Privacy Protection Act) and do not collect

   personal information from any users.

AD QUESTIONS

Q: Why does the app have ads?

A: Ads allow us to provide the game completely free. We chose not to have

   mandatory purchases, so ads help support continued development.

Q: Can I remove ads?

A: Currently, there is no ad-free option. We may add this feature in a future

   update.

Q: What are rewarded ads?

A: Rewarded ads are video ads that support the game. There are two types:

   - Level-up ads: Play automatically when you level up and claim your gems

   - Store ads: Optional ads you choose to watch for bonus gems

Q: When do ads play?

A: - Banner ads: Small ads at the bottom of the game screen (always visible)

   - Level-up ads: After you tap "Claim Gems" on the level-up dialog

   - Store ads: Only when you tap "Watch Ad" in the Store

Q: I watched an ad but did not get my reward!

A: Make sure to watch the entire ad without skipping. If you still did not

   receive your reward, try:

   - Waiting a few seconds after the ad closes

   - Checking your internet connection

   - Restarting the app

Q: Why do I see ads that seem inappropriate?

A: All ads should be appropriate for all ages. If you see an ad that seems

   inappropriate, please report it to mergejourney-support@newversion.tech with

   a description of the ad.

3.0 ACCOUNT AND DATA

3.1 ANONYMOUS PLAY

You do not need an email address, password, or social media account to play.

We automatically create an anonymous account for you when you first open

the app.

3.2 YOUR USER ID

Your unique User ID can be found in Settings. This ID is used to:

- Identify your game progress

- Sync your data across devices

- Process support requests

Keep your User ID handy if you need to contact support.

3.3 CLOUD SYNC

Your progress automatically syncs to the cloud when you have an internet

connection. This includes:

- High scores

- Level progress

- Gems balance

- Unlocked themes

- Friend connections

3.4 DATA BACKUP

Your data is backed up in two places:

- Locally on your device

- On our secure cloud servers

Even if you lose your phone, your progress is safe in the cloud.

4.0 LEADERBOARDS AND FRIENDS

4.1 HOW LEADERBOARDS WORK

The app features two leaderboards:

Country Leaderboard:

- Shows players from your country

- Country is determined by your device's language/region settings

Global Leaderboard:

- Shows players from around the world

- Compete against the best players globally

4.2 WHAT APPEARS ON LEADERBOARDS

When you appear on a leaderboard, others can see:

- Your display name (username)

- Your high score

- Your country

4.3 FRIEND CODES

Connect with friends using Friend Codes:

To share your code:

- Find your Friend Code in the Friends section

- Share it with people you want to add as friends

To add a friend:

- Enter their Friend Code in the "Add Friend" section

- Once added, you can see each other's progress

4.4 FRIEND PRIVACY

Friends can see your:

- Display name

- High score

- Level

Friends cannot:

- Send you messages

- See your real name or location

- Access any personal information

5.0 TROUBLESHOOTING

5.1 GAME NOT SAVING

If your progress is not saving:

(a) Check your internet connection

(b) Make sure you have enough storage space

(c) Try closing and reopening the app

(d) Ensure you are using the latest version

5.2 ADS NOT LOADING

If rewarded ads are not available:

(a) Check your internet connection

(b) Wait a few minutes and try again (ad inventory varies)

(c) Make sure you are not using a VPN

(d) Restart the app

5.3 GAME RUNNING SLOWLY

If the game is lagging or slow:

(a) Close other apps running in the background

(b) Restart your device

(c) Make sure you have the latest version

(d) Try clearing the app cache

(e) If using animated themes, try switching to Classic theme

5.4 LEADERBOARD NOT UPDATING

If your score is not appearing on leaderboards:

(a) Check your internet connection

(b) Pull down to refresh the leaderboard

(c) Wait a few minutes (updates may be delayed)

(d) Make sure you have a display name set

5.5 APP CRASHING

If the app crashes frequently:

(a) Update to the latest version

(b) Restart your device

(c) Reinstall the app (your cloud data will be restored)

(d) Make sure your device meets minimum requirements

5.6 LOST PROGRESS

If you lost your game progress:

(a) Make sure you are using the same device or account

(b) Check your internet connection for cloud sync

(c) Contact support with your User ID for recovery assistance

5.7 ERROR MESSAGES

Common error messages and solutions:

"No internet connection"

- Check your WiFi or mobile data

- The game works offline, but some features require internet

"Could not load ad"

- Ad inventory varies; try again later

- Check your internet connection

"Sync failed"

- Check internet connection and try again

- Your progress is saved locally and will sync when connection returns

6.0 PRIVACY AND SECURITY

6.1 WHAT DATA IS COLLECTED

We collect only what is necessary for the game:

Collected:

- Anonymous User ID (random identifier)

- Display name (you choose this)

- Country (from device settings)

- Gameplay data (scores, levels, gems)

- Device OS version (for compatibility)

NOT Collected:

- Real name or identity

- Email or phone number

- Location or GPS

- Photos or contacts

- Advertising IDs

6.2 HOW TO DELETE YOUR DATA

To delete all your data:

(a) Note your User ID from Settings

(b) Email mergejourney-support@newversion.tech

(c) Include "Data Deletion Request" in the subject

(d) Include your User ID in the email

(e) We will delete your data within 30 days

6.3 CHILDREN'S PRIVACY

This app is safe for children of all ages:

- We do not collect personal information

- All ads are non-personalized and child-appropriate

- There is no chat or messaging feature

- Parental consent is not required because no personal data is collected

7.0 CONTACT US

7.1 SUPPORT EMAIL

For all support inquiries, please email:

mergejourney-support@newversion.tech

7.2 WHAT TO INCLUDE IN YOUR REQUEST

To help us assist you quickly, please include:

(a) Your User ID (found in Settings)

(b) Your device type (iPhone, Android, etc.)

(c) Your operating system version

(d) A clear description of the issue

(e) Screenshots if applicable

7.3 RESPONSE TIME

We aim to respond to all support requests within:

- 24-48 hours for urgent issues

- 3-5 business days for general inquiries

- 30 days for formal privacy requests

7.4 FEEDBACK AND SUGGESTIONS

We love hearing from players! If you have suggestions for improving the game,

please email us. While we cannot respond to every suggestion, we read all

feedback and use it to improve the game.

8.0 DATA DELETION REQUEST

8.1 HOW TO REQUEST DELETION

To request deletion of your data:

(a) Find your User ID in the Settings screen

(b) Send an email to mergejourney-support@newversion.tech

(c) Use the subject line: "Data Deletion Request"

(d) Include your User ID in the email body

8.2 WHAT GETS DELETED

When you request deletion, we remove:

- Your anonymous user profile

- All gameplay data (scores, levels, gems)

- Leaderboard entries

- Friend connections

- Cloud-stored progress

Note: Uninstalling the app removes local data but not cloud data. You must

request deletion to remove cloud data.

8.3 DELETION TIMELINE

- We acknowledge your request within 7 days

- Data is deleted within 30 days

- You will receive confirmation when deletion is complete

8.4 AFTER DELETION

After your data is deleted:

- You will no longer appear on leaderboards

- Your friends will no longer see you in their lists

- If you reinstall the app, you will start fresh with a new account

Thank you for playing 2248 Merge Journey!

New Version Limited

New Zealand

mergejourney-support@newversion.tech