Help and Support
How to reach us
- In the game: Phone › Help. Choose what it is about (technical error, purchase problem, general question, appeal a ban, report a player). You get a case number, and our reply appears in the phone under "Your cases". This needs a connection to the server and an account (guest is enough).
- By email: support@life-empire.de. Please include your player name or friend code and, if available, the case number. We never ask for your password or payment details.
We usually reply within 2 working days.
Frequently asked questions
I paid but did not receive anything
Restart the game with an internet connection and sign in. Our server verifies purchases with Apple and then credits them, even after a crash or on a new device. Please don't buy the same pack again just because the credit is still missing. If something is still missing, contact us in the game under Help › Purchase problem. We can see your purchases on the server there (numbers only, no payment data). More under Purchases & gems.
How do I get my money back?
Purchases go through Apple, so Apple decides on refunds: https://reportaproblem.apple.com – details under Purchases & refunds.
How do I back up my progress or switch devices?
Sign in with email or Sign in with Apple. The game then backs up your progress to the cloud automatically. Sign in with the same account on the new device. A guest account is tied to the device; link it to an email address first.
How do I delete my account?
In the game: Main menu or Pause menu › Account & privacy › Delete account for good. Account, profile, messages, cloud saves and gems are deleted immediately. This cannot be undone. Step by step and what remains afterwards: Delete account.
Someone is behaving badly
Tap the chat line or open the profile and choose "Report" or "Block". Blocked players can no longer message you, invite you or hear you in voice chat. We look at every report.
I have been suspended
The suspension notice shows the reason and the end date. From there you can appeal without signing in; a human reviews it.
Does the game work without internet?
Yes, your own world also runs offline. Chat, friends, leaderboard, online races, purchases and cloud saves need a connection. Without a connection, AI traders bring chat and leaderboard to life; they are labelled as AI.
Which languages is the game available in?
German, English and Spanish. The game follows your iPhone's language; for other languages it appears in English.
How do I change my ad settings?
Ads only come as optional videos for the offline bonus. You change your consent with Google in the game in the pause menu under "Privacy settings (ads)" (the entry appears where Google requires consent), and the tracking permission in the iPhone settings under Privacy & Security › Tracking. More in the privacy policy.
I watched a video but did not get a reward
You get the reward when the video ran to the end and the connection held; the offline bonus works at most once a day. If it is missing, contact us in the game under Help › Technical error.
Is Life Empire suitable for children?
Information about the age rating, chat and purchases is under Parents & age rating.
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