How can we help?
Answers to common questions, and a real person if you need one.
How do I play?
Drag pieces from the tray onto the board. Each piece is a slice of a moving scene, so match the motion as well as the picture: waves, lanterns and fireworks line up across every edge. Pieces pull toward the right spot and snap in. In swap levels, tap two tiles to trade places. In slide levels, tap a tile next to the gap.
How do lives work?
You have five lives, and they refill one every 30 minutes. You only lose a life when a timed or move-limited level runs out and you give up, or when you quit one partway. The first two worlds, Zen, the Daily Loop, Rush, quick Swap and Slide, and challenges never cost a life. Out of lives? Wait for a refill, refill all five for 150 coins, watch an optional ad for one life, or get unlimited lives for an hour or four.
I ran out of time or moves. What now?
You can buy a little more time or a few extra moves with coins (60, then 100, then 150 within one attempt), watch an optional ad once per attempt, or try again.
What do the boosters do?
Hint lights up a piece and the spot where it goes. Magnet pulls up to four pieces straight into place. Peek shows the whole picture for a few seconds. You get some for free, and you can buy more with coins.
A piece is in the right spot but it doesn't lock in.
That's a Desync piece: it's playing at the wrong moment. Tap it and slide its timing until the motion matches its neighbours.
How do seasonal events work?
Events open once you reach level 8 on the Journey. Each one has 15 levels in its own world, and every star you earn is an event token. Claim rewards at 6, 15, 24, 33 and 45 tokens, including a badge for collecting all 45. Event levels close when the event ends, but your rewards stay.
How does the weekly tournament work?
Play Rush while signed in to Game Center and your best score of the week counts. When the week ends, the app awards your prize the next time you open it: 1,000 coins and a gold trophy for the top 1% or first place, 500 and silver for the top 10% or top three, 250 and bronze for the top 25% or top ten, 150 for the top half, and 75 just for taking part. To sign in, open the tournament screen or go to iOS Settings › Game Center.
I bought Remove Ads but still see ads between levels.
Open Settings › Restore purchases in the game, signed in with the same Apple Account you bought it with. Optional reward ads stay available after Remove Ads, but they only play when you tap them.
My coins or unlimited lives didn't carry over to my new phone.
Coins, unlimited-lives time and the Starter Pack are consumable, and your progress is saved on the device you play on, so they don't move to a new device or come back after deleting the app. Remove Ads is the exception: restore it from Settings.
How do I get a refund?
Purchases go through Apple, so refunds do too: visit reportaproblem.apple.com.
How do I change ad tracking or consent?
Tracking: iOS Settings › Privacy & Security › Tracking › Loopsaw. Consent (EU, UK and Switzerland): in the game, Settings › Ad privacy choices.
Saving a Timelapse or Live Photo doesn't work.
Loopsaw needs permission to add to your photo library. Go to iOS Settings › Privacy & Security › Photos › Loopsaw and choose Add Photos Only or Full Access.
A friend's challenge link opens this website instead of the game.
Install Loopsaw, then open the link again and tap Open in Loopsaw.
Does Loopsaw work on iPad?
Yes. It has its own iPad layout in portrait and landscape, and works in Split View and Stage Manager.
Can I turn off sounds, music or haptics?
Yes, each one has a switch in Settings.
How do I reset my progress?
Settings › Reset progress. This erases your levels, stars, coins and collection on this device and can't be undone.
Reporting a bug? Tell us your device, iOS version and what happened just before. A screenshot helps a lot.