Support
Common questions
- I bought Pro and it's gone. How do I get it back?
- Open Settings and tap the Pro row, then Restore Purchases. Pro is a one-off purchase tied to your store account, so it restores on any device signed in to the same Apple or Google account. If it still doesn't appear, email us with the store receipt and we'll sort it manually.
- I was WordKO — is this the same app?
- Yes. WordKO became Duelo because there was no reason to limit 1v1 play to word games. Same app, same account, same friends and the same head-to-head record. Nothing was reset in the rename.
- How do I delete my account?
- You can do it from inside the app, and the full process is on the account deletion page. It removes your profile, your match history and your friend connections.
- My opponent isn't getting my challenge.
- Challenges arrive as a push notification, so the usual cause is notifications being off for the app on their device. Ask them to check their system notification settings. The challenge is waiting for them in the app either way — it doesn't expire because a notification was missed.
- A game is stuck or a board won't load.
- Force-quit and reopen first; the board state lives on the server, so nothing is lost by restarting and you'll return exactly where you were. If it happens twice in the same game, email us the game name and roughly when it happened.
- Do I need an account to play?
- No. You can play as a guest straight away. Creating an account only matters if you want your record and rating to survive reinstalling the app or moving to a new phone.
Reporting a bug
Bug reports are only actionable if we can find the game you are talking about, so the difference between a fixed bug and an unfixable one is usually four lines in the first email.
Include:
- Your username in the app.
- Which game, and which mode — live, turns, co-op or anytime.
- Roughly when it happened, including your timezone.
- Your phone and OS version, and the app version from the bottom of Settings.
- A screenshot, if the problem is something you can see.
If the app crashed, say so explicitly. Crashes are reported automatically, and knowing roughly when yours happened is what lets us match your email to the right crash report.
Privacy and your data
What we collect and why is set out in the privacy policy, and the terms of service cover the rest. To remove your account and everything attached to it, see deleting your account — it can be done from inside the app and does not require emailing us.
For a request about your data specifically — a copy of it, a correction, or a deletion you would rather we handled — email the address below and say which one you want.
Contact us
Duelo is made by Keeda Studios in London. It is a small team, so replies are slower at weekends — but every email is read by a person who can actually change the app.