Support
MellowGrid Support
Contact us in English or Japanese about gameplay, purchases, privacy, advertising, online rankings, ranking data deletion, or technical issues.
Contact
We review messages as resources permit. We cannot guarantee a response time or resolution for every request.
What you can contact us about
- gameplay, progress, settings, and local save or record issues;
- optional Full Game, and purchase restoration;
- advertising, privacy choices, and the Privacy Policy;
- viewing online rankings or questions about game-result submissions;
- ranking display names, reports, blocks, and data deletion;
- reporting an inappropriate or age-inappropriate ad; and
- launch, display, accessibility, and other technical issues.
Ranking display names and safety features
Choose and save a name in Settings under “Ranking display name.” Names must be 2–12 characters and may use Latin letters (including accented letters), hiragana, katakana, kanji, Hangul, numbers, and _. Spaces, emoji, and other symbols are not allowed. Other players may use the same name. You can change your name once every 7 days. If you do not choose one, an automatic name is shown. Do not include your own or anyone else’s personal information, such as a real name or email address.
In the Full Game rankings, open another player’s row menu and choose “Report,” then select a reason. Choose “Block” in the same menu to hide that player’s display name on your screen; rankings are unchanged. You can unblock players from “Blocked players” in Settings. The operator reviews reports and takes action when needed.
Information that can help us investigate
If you can, include:
- the MellowGrid app version and iOS version;
- the approximate time the issue occurred;
- steps leading to the issue;
- the screen or action context; and
- an optional screenshot with personal and network information redacted.
For purchase questions, send only non-sensitive order information shown by Apple when relevant. Do not send a full purchase receipt or payment details.
To delete ranking data, select “Delete ranking data” in the App’s Settings and then “Delete data” on the confirmation screen. If the App cannot connect, the data is not deleted; check your connection and try again. Completing a later run creates a new anonymous profile.
Information you should not send
Do not send passwords, authentication codes or other authentication information, device or advertising IDs, IP addresses, private URLs, payment details, full purchase receipts, or DNS/VPN settings. Share only the information needed to investigate the issue.
Report an inappropriate ad
If you see an inappropriate or age-inappropriate ad, do not repeatedly load or click it. Contact us at the email address above.
If available, include only the information you know:
- the approximate time it appeared;
- the screen or action context;
- the visible advertiser name or a description of the ad; and
- an optional screenshot with personal and network information redacted.
We review the report where possible, but we cannot guarantee removal of a specific ad or a response time.
Privacy
Read the Privacy Policy for information about support messages, advertising, consent, and rankings.