Peakvelop® | We're here to help
Email Support
We typically respond within 1–2 business days
[email protected]
Phone
Mon–Fri, 09:00–17:00 CET/CEST
+49 (89) 901 827 89
Common Topics
I see a charge I don’t recognise
First check whether the payment was processed through Apple, Google, or Steam — in that case, the respective platform operator is your first point of contact. For payments made directly through our browser games (Stripe / PayPal), please contact us at [email protected].
I want to request a refund
For purchases in our browser games, we review each case individually. Simply write to us with the date, amount, and a brief description. For App Store and Steam purchases, please use the platform’s own refund process:
My child made purchases without my permission
We take these cases very seriously. Please contact us with a brief description, the date, and the amount. We will work with you to find a straightforward solution. To prevent future purchases, we recommend removing payment methods from any child profile.
The game won’t load / keeps crashing
Please try these steps first:
- Clear your browser cache and do a hard reload (Ctrl+Shift+R / Cmd+Shift+R)
- Try a different browser (Chrome, Firefox, Edge)
- Temporarily disable browser extensions
- Make sure JavaScript is enabled
If none of these help, please write to us with your browser, operating system, and a description of the error.
My game progress wasn’t saved
Progress in browser games is saved locally. Make sure you’re not playing in incognito / private mode and that cookies are allowed for our website.
I completed a purchase but didn’t receive my content
There can occasionally be a short delay after payment. Please try reloading the game. If the content is still missing after 10 minutes, send us your payment receipt at [email protected].
I can’t log in
Use the “Forgot password” feature on the login page. You’ll receive an email with a reset link. If no email arrives, check your spam folder or write to us directly.
I want to delete my account
Send a short email to [email protected] with the subject line “Account deletion” and the email address associated with your account. We process deletion requests within 5 business days.
I want to access my stored data (GDPR request)
You have the right to request information about your stored data at any time. Send your request to [email protected] with the subject “Data access request”.
Issues with an App Store or Google Play app
We’re also available by email for technical problems with our mobile apps. For payment issues processed through the App Store or Google Play, please contact Apple or Google directly.
Issues with a Steam game
For Steam purchases and technical questions about Steam titles, the Steam Support is the right first step. For game-specific questions (e.g. bugs, balance) you can also reach us directly by email.
Reviews or feedback about our games
We love hearing from our players! You can write to us directly or leave a review on the relevant store. Your feedback directly shapes the development of our games.
I want to unsubscribe from the newsletter
Simply click the “Unsubscribe” link at the bottom of any newsletter email. You’ll be removed from the mailing list immediately. Alternatively, you can send us a short email.
I’m receiving newsletters but never signed up
This shouldn’t happen. Please contact us immediately at [email protected] — we’ll remove you right away and investigate.
Response Times & Availability
Tip for faster help
To help us assist you as quickly as possible, please include a short topic keyword in the subject line
(for example “[Payments]”, “[Technical]”, “[Account]”, “[Apps/Platforms]”, or “[Newsletter]”) and the following details in your email:
the name of the game, your device and browser, and — for payment queries — the date and amount of the transaction.