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Blitzmate support

Most questions are answered below. If yours is not, use the contact box — it opens your email app with the details we need already filled in.

Contact us

Coins

Can I exchange coins for money?

No. Coins have no cash value and cannot be withdrawn or exchanged for money. Play responsibly. Coins also cannot be transferred between accounts or exchanged for goods or services. They exist only to stake on matches inside the app.

How do I get coins?

You get coins when you sign up. After that you can complete free offers and surveys in Wallet → Free coins, or buy a coin pack in the Shop tab. You never have to spend anything to keep playing.

I completed an offer but did not get my coins

Offers are credited when the advertiser confirms the completion, which is usually quick but can take up to 48 hours. A few things stop it entirely:

• The offer's own requirements were not fully met — many need you to reach a specific level or step, not just to open the app.
• You had already installed that app before, so the advertiser does not count it.
• You left the offer partway through and came back through a different link.

If 48 hours have passed and you are sure the requirements were met, message us with the offer name, the date, and a screenshot of the completed step.

A purchase did not credit

Coin packs are credited by our server after the store confirms the payment, so a brief delay is normal. If your balance has not moved after a few minutes, contact us with the store receipt and we will trace it.

Matches

Am I playing real people?

Yes, always. Every match is against another person. There is no computer opponent anywhere in the app.

How does staking work?

You pick a stake before the match. Both players put in the same number of coins, and the winner takes the pot. A draw returns each player's stake.

Which time controls are available?

Bullet at 1 minute, blitz at 3 and 5 minutes, and rapid at 10 minutes.

My connection dropped and I lost on time

Clocks run on our servers rather than on your phone, so a brief drop does not cost you the time you were not actually using. A long disconnection will still run your clock down, exactly as it would if you had walked away from the board. If a match ended in a way you cannot explain, send us the date, the time and your opponent's username.

How do I play a specific friend?

Tap Play, then Challenge, and enter their username. They get an invitation and the match starts as soon as they accept.

Account

I forgot my password

On the sign-in screen tap Forgot password and enter your email. We send a code to that address. Enter the code and your new password on the next screen, and you are signed straight in. The code is valid for a limited time — request a new one if it stops working.

I signed in with Apple, Google or Facebook and cannot find my password

You do not have one. Accounts created with a social provider are unlocked by that provider, so use the same button you used to sign up.

How do I delete my account?

Open the app, go to Profile, then Delete account. Full details of what is removed and what is retained are on the account deletion page.

How old do I have to be?

Blitzmate is 13+. Our Terms of Use set a minimum age of 13, or the minimum age required in your country if that is higher.

Fair play

How do you stop cheating?

Every move, every clock and every coin is validated on our servers — nothing about a match is decided on a player's device, so a modified app cannot make an illegal move, add time, or change a balance. We also record device and network information during games to detect engine assistance and multiple accounts.

How do I report a player?

You can report and block players from inside the app. If you would rather write to us, use the contact box above and include their username and the date of the match.