How can we help?

For game, account or purchase questions, email hello@fiddlercrab.eu. Tell us what happened and which device or browser you used.

Include the collection name and order reference for a purchase issue. Never send a password, sign-in code, full card number or an authentication link. Screenshots are useful if you remove personal details first.

My collection is missing

1. Sign in to the FiddlerCrab account used for the purchase. Google, Apple and email can be different sign-in methods for the same linked account; a different account does not inherit a purchase.
2. Open the store and select Check my purchases in the browser, or Restore purchases in a native iPhone/iPad build. For Apple purchases, use the Apple Account that made the purchase as well as the original FiddlerCrab account.
3. Reconnect and try again. A collection unlocks after the server verifies the payment. A checkout return page alone is not proof of payment.
4. If it is still missing, contact us with the receipt reference. Please avoid paying for it a second time while we investigate.

My look differs on another device

Use the same signed-in FiddlerCrab account. Your own collection preference, private opponent override, board, lighting, finish, background, glass, app theme, coordinates and cape preference can sync. Keep the game open and connected, or return to it to refresh. Offline changes wait for a connection. The app shows a message if syncing or device saving fails.

SpaceMouse calibration, rendering quality and reduced motion stay on the device. Guest settings stay local until a new account first adopts them. Existing account settings take priority when you sign in.

Account access and password resets

Choose the same sign-in method you used previously. For email/password sign-in, use Forgot password and check your spam folder if a message does not arrive. Contact us if you still cannot regain access. FiddlerCrab sign-in and password changes are shared across our connected games. Do not create another account to recover an existing purchase.

Online games and replay

My games groups games by your turn, the opponent's turn, waiting and finished. Online play needs a connection. If an update is delayed, reconnect and reopen the game. When replay shows a historical position, return to the live position before moving. Clocks in a timed online game continue on the server while you are disconnected.

3D controls and performance

Use mouse or touch to rotate and zoom, or choose the 2D board for a clear overhead view. SpaceMouse support needs a compatible desktop browser and permission to connect the device. Navigation settings contain reconnect, speed and direction controls. If 3D is slow, try a lower rendering quality; this does not change the chess rules.

Refunds and purchase questions

For a direct German website order, contact FiddlerCrab using the details below. For a foreign website order sold through Stripe Managed Payments, the seller and Link support route are identified in checkout and on the receipt. We can still help with game access. For an Apple-billed purchase, see Apple's refund guidance. Approval is determined under the applicable terms and consumer law.

Our withdrawal information explains the statutory right for direct purchases and immediate digital delivery. Defective-content rights are separate from a change-of-mind request.

Learning, ideas and privacy

Our Learn chess guides explain the rules with examples. The game menu also has How to play, Send feedback and Suggest a collection. Read our privacy notice or contact us for data requests. Account deletion is available in the game account menu; contact support before deletion if you need help retaining purchase access.

Contact

Email: hello@fiddlercrab.eu
Telephone: +49 30 69204740

Last updated: 2026-11-03.