Get in touch
Write to [email protected] and tell us what happened. We read everything and answer as quickly as we can.
If something is broken, the fastest way to a fix is the detail: what you were doing, what you expected, what happened instead, which phone or browser you are on, and — if you have one — a screenshot. Never send us your password.
Signing in and your account
I forgot my password
On the sign-in screen, press Forgot password? and enter the username or email you signed up with. The reset link only arrives if that account has an email address on it — a username-only account has no address for us to write to, so write to us instead and we will sort it out.
I signed up with a username. What is my email?
There isn't one. A username-only account is keyed on an address on a domain we do not operate, which is exactly why password recovery needs us when you have not given a real address.
Can I play without an account?
Yes — Play offline on the sign-in screen. The Sim stays on that device and there is no chat. A guest save cannot be moved to another phone or to the browser.
How do I delete my account?
In the game: open the Phone tab, then Settings, then Delete account and data. It asks you to confirm, tells you what will go, and does it there and then — you do not have to ask us. The account closes with it: your saved Sim, your name and presence in Lagos, and the messages you posted in the chat.
Purchase records are the one thing that stays, because tax and consumer law require us to be able to show what was sold and when. Our privacy policy lists exactly what goes and exactly what is kept. If something looks wrong afterwards, or you would rather a person did it, write to the address above and we will finish it by hand.
Your save
A signed-in Sim saves to the server, so it follows you between your phone and the browser — sign in on another device with the same account and it is where you left it. A guest's Sim lives on one device only.
If a save looks wrong after being offline, stay online for a moment: the game reconciles with the server as soon as it can reach it.
Top-ups and payments
What does a top-up buy?
In-game naira — nothing else. It credits a balance on your account, and you collect it into the running Sim from the Bank app. In-game money has no real-world value and cannot be transferred or cashed out.
I paid and the money is not showing
Open the Bank app and look for an uncollected balance — a purchase lands there first, and Collect is what moves it into your wallet. If it is not there either, write to us with the date, the amount and the reference from your receipt and we will trace it.
Can I get a refund?
A top-up is spent once it is collected into the Sim, so it is not refundable except where the law requires it or a purchase failed and the money was taken anyway. Where the purchase went through the App Store or Google Play, their refund process also applies — see our terms.
Notifications
The app can remind you when the rent is due, or when one of the meters has run down, with a notification rather than with the app open. They can be switched off in the app's Settings, and in your phone's own Settings for the app. Nothing else is ever pushed.
Playing with other people
The rooms in the chat are read by any signed-in player. You can also simply stay out of the rooms — the whole city is playable alone.
Reporting a player
Long-press any message that is not yours and choose Report. A name in your phone's Contacts or Messages, or a player standing beside you in a venue, has the same menu. Pick a reason, add anything else we should know, and send it: it comes to us with the room, the time and the message itself. We read every report and act on the ones that break the rules, usually within a day. Reports are private — the other player is not told, and no one but us can read them.
Blocking a player
The same menu has Block. Blocking hides that player's messages and their name from your game everywhere at once, and stops them starting a chat with you. It is immediate, it needs no permission from them, and it is reversible: open the Phone tab → Settings → Blocked players → Unblock.
If you have been threatened, or something worse than rudeness has happened, write to the address at the top as well. A report tells us what happened in the game; the email is how you reach a person.