Frequently Asked Questions (FAQ)
The reason might be due to the setting of your device, the store application and available payment options and balance.
Please try the following:
1) Check the Internet connection.
2) Check your selected payment method and available balance.
3) Check the system date on your device to make sure it corresponds to the real date and time. To avoid this problem, enable automatic syncing in the date and time settings.
4) Check your device for any hacking applications. We verify purchases and such applications invalidate purchases.
5) Reinstall the application.
6) In case of Google Play — clear the cache of the Play Market application. Go to Settings -> Applications -> Google Play Market -> Memory.
Sometimes application store servers return an incorrect response when purchases are made. If the payment goes through and you received a receipt from the application store:
Google Play:
Delete the game from the device, restart the device, and reinstall the game. The purchase should be restored automatically upon starting.
Apple AppStore:
Tap «Restore Purchases» button in the game settings.
Google Play:
Please make sure that the Google Play account used during the purchase of the game is the same account as the one connected to the device. If there are multiple accounts connected to the device, it is easy to accidentally use the wrong account. To switch the active account, click on the account address located at the top of the Play Market app settings panel. If the active account is the same as the one used for the purchase, then delete the game from the device, restart the device, and reinstall the game. The purchase should be restored automatically upon starting.
Apple AppStore:
Please make sure that the Apple account used during the purchase of the game is the same account as the one connected to the device.
Check the purchase history of your account:
- Open AppStore app
- Tap on your userpic in the top right corner
- In the window choose «Purchase history»
- If the needed purchase is there, then you can restore it in the game by tapping «Restore Purchases» button in the game settings.
Please email us at appsupport@lazyshrimp.studio and include the receipt from the application store, the device model, the operating system version, and the country and city where the purchase was completed. We will do our best to determine the cause of the problem.
When you first sign up for a subscription, you get 3 days of free use — this is a trial period during which you can test all of the app’s features.
If payment for the subscription renewal isn’t received once this time is up, the system automatically cancels the subscription and access to the paid features stops.
If there aren’t enough funds on your chosen payment method for automatic renewal, the free period is voided and the subscription is cancelled as soon as it ends.
Please check that you did in fact pay for the subscription after the 3-day free trial ended.
You can subscribe again at any time — just select «Subscribe» in the app. Once payment goes through, the subscription will be activated for the period you’ve chosen, depending on the plan, and all the premium content will be available again.
Apple
You can cancel a subscription to any service in the Apple ecosystem through your device settings or the App Store. Access remains available until the end of the paid period, and cancellation stops auto-renewal.
Via iPhone/iPad Settings:
- Open «Settings» and tap your name (Apple ID) at the top
- Select «Subscriptions» — you’ll see active and expired ones
- Tap the subscription you need, then «Cancel Subscription» and confirm
Via the App Store:
- Launch the App Store and tap your profile photo in the top right
- Go to «Subscriptions»
- Select the service and tap «Cancel Subscription» at the bottom
Google
You can cancel a subscription to services in Google Play (Android) through the app or a browser — the process stops auto-renewal, but access remains until the end of the period. It works on all Android devices, including smartphones and tablets. Subscriptions are managed by Google, regardless of whether the app is deleted.
Via Google Play on your device:
- Open the Google Play app
- Tap the profile icon in the top right, then «Payments & subscriptions» > «Subscriptions»
- Select the one you need, tap «Cancel subscription» and follow the instructions
Via a browser on a computer:
- Go to play.google.com and sign in to your Google account
- Select «Subscriptions» or «My subscriptions» on the left
- Next to the service, click «Manage» > «Cancel subscription» and state the reason
If your subscription disappears in the app, it means the app hasn’t received confirmation from the payment provider’s servers that the subscription is active for that specific device or profile. Every time the app launches, it checks whether the subscription is still valid for that device or profile. If the request fails, the subscription may appear inactive.
Possible reasons the subscription isn’t showing as active
- Your internet provider is having trouble reaching the payment provider’s servers
- An unstable internet connection
- Use of a VPN
- Mobile network restrictions or networks with allowlists
- Using the app offline for an extended period
What to do
- Close the app completely and open it again.
- Check your internet connection.
- Try switching:
- from Wi-Fi to mobile data;
- from mobile data to your home Wi-Fi.
- Try changing your VPN setup:
- if your VPN is on, turn it off and open the app again;
- if your VPN is off, try opening the app with a VPN enabled.
- Launch the app on a stable internet connection. This matters especially if the app has been used offline for a long time.
If the subscription still isn’t restored
If your subscription still doesn’t appear after these steps, please contact our support team. We’ll look into it and do our best to help.
- Please, check your network connection. Do you have access to another services and websites?
- Try to switch to another internet provider, sometimes it helps.
- Please, check that you have the latest version of the application. Sometimes the outdated version refers to obsolete server path. If this is the case, update application from the mobile store.
Our goal is to create high-quality and safe applications for children. App development and support is impossible without financial resources. As a result, access to the full version of the app is provided for a fee. In the free version, some cars are still available for assembly. We hope you understand.
We are very careful to ensure that advertising in our games is safe for children. The ad filters are set to exclude any adult material. If some network violates the requirements of the filter, then we disable it. If you see inappropriate advertising, please send us a screenshot so that we can take appropriate action.
Please email us at appsupport@lazyshrimp.studio and we will do our best to help you.
The reason might be due to the setting of your device, the store application and available payment options and balance.
Please try the following:
1) Check the Internet connection.
2) Check your selected payment method and available balance.
3) Check the system date on your device to make sure it corresponds to the real date and time. To avoid this problem, enable automatic syncing in the date and time settings.
4) Check your device for any hacking applications. We verify purchases and such applications invalidate purchases.
5) Reinstall the application.
6) In case of Google Play — clear the cache of the Play Market application. Go to Settings -> Applications -> Google Play Market -> Memory.
Sometimes application store servers return an incorrect response when purchases are made. If the payment goes through and you received a receipt from the application store:
Google Play:
Delete the game from the device, restart the device, and reinstall the game. The purchase should be restored automatically upon starting.
Apple AppStore:
Tap «Restore Purchases» button in the game settings.
Google Play:
Please make sure that the Google Play account used during the purchase of the game is the same account as the one connected to the device. If there are multiple accounts connected to the device, it is easy to accidentally use the wrong account. To switch the active account, click on the account address located at the top of the Play Market app settings panel. If the active account is the same as the one used for the purchase, then delete the game from the device, restart the device, and reinstall the game. The purchase should be restored automatically upon starting.
Apple AppStore:
Please make sure that the Apple account used during the purchase of the game is the same account as the one connected to the device.
Check the purchase history of your account:
- Open AppStore app
- Tap on your userpic in the top right corner
- In the window choose «Purchase history»
- If the needed purchase is there, then you can restore it in the game by tapping «Restore Purchases» button in the game settings.
Please email us at appsupport@lazyshrimp.studio and include the receipt from the application store, the device model, the operating system version, and the country and city where the purchase was completed. We will do our best to determine the cause of the problem.
When you first sign up for a subscription, you get 3 days of free use — this is a trial period during which you can test all of the app’s features.
If payment for the subscription renewal isn’t received once this time is up, the system automatically cancels the subscription and access to the paid features stops.
If there aren’t enough funds on your chosen payment method for automatic renewal, the free period is voided and the subscription is cancelled as soon as it ends.
Please check that you did in fact pay for the subscription after the 3-day free trial ended.
You can subscribe again at any time — just select «Subscribe» in the app. Once payment goes through, the subscription will be activated for the period you’ve chosen, depending on the plan, and all the premium content will be available again.
Apple
You can cancel a subscription to any service in the Apple ecosystem through your device settings or the App Store. Access remains available until the end of the paid period, and cancellation stops auto-renewal.
Via iPhone/iPad Settings:
- Open «Settings» and tap your name (Apple ID) at the top
- Select «Subscriptions» — you’ll see active and expired ones
- Tap the subscription you need, then «Cancel Subscription» and confirm
Via the App Store:
- Launch the App Store and tap your profile photo in the top right
- Go to «Subscriptions»
- Select the service and tap «Cancel Subscription» at the bottom
You can cancel a subscription to services in Google Play (Android) through the app or a browser — the process stops auto-renewal, but access remains until the end of the period. It works on all Android devices, including smartphones and tablets. Subscriptions are managed by Google, regardless of whether the app is deleted.
Via Google Play on your device:
- Open the Google Play app
- Tap the profile icon in the top right, then «Payments & subscriptions» > «Subscriptions»
- Select the one you need, tap «Cancel subscription» and follow the instructions
Via a browser on a computer:
- Go to play.google.com and sign in to your Google account
- Select «Subscriptions» or «My subscriptions» on the left
- Next to the service, click «Manage» > «Cancel subscription» and state the reason
If your subscription disappears in the app, it means the app hasn’t received confirmation from the payment provider’s servers that the subscription is active for that specific device or profile. Every time the app launches, it checks whether the subscription is still valid for that device or profile. If the request fails, the subscription may appear inactive.
Possible reasons the subscription isn’t showing as active
- Your internet provider is having trouble reaching the payment provider’s servers
- An unstable internet connection
- Use of a VPN
- Mobile network restrictions or networks with allowlists
- Using the app offline for an extended period
What to do
- Close the app completely and open it again.
- Check your internet connection.
- Try switching:
- from Wi-Fi to mobile data;
- from mobile data to your home Wi-Fi.
- Try changing your VPN setup:
- if your VPN is on, turn it off and open the app again;
- if your VPN is off, try opening the app with a VPN enabled.
- Launch the app on a stable internet connection. This matters especially if the app has been used offline for a long time.
If the subscription still isn’t restored
If your subscription still doesn’t appear after these steps, please contact our support team. We’ll look into it and do our best to help.
- Please, check your network connection. Do you have access to another services and websites?
- Try to switch to another internet provider, sometimes it helps.
- Please, check that you have the latest version of the application. Sometimes the outdated version refers to obsolete server path. If this is the case, update application from the mobile store.
Our goal is to create high-quality and safe applications for children. App development and support is impossible without financial resources. As a result, access to the full version of the app is provided for a fee. In the free version, some cars are still available for assembly. We hope you understand.
We are very careful to ensure that advertising in our games is safe for children. The ad filters are set to exclude any adult material. If some network violates the requirements of the filter, then we disable it. If you see inappropriate advertising, please send us a screenshot so that we can take appropriate action.
Please email us at appsupport@lazyshrimp.studio and we will do our best to help you.