Support

Email support@box1.app. Tell us your device, your iOS version, and what you expected to happen.

Will I lose my collection if I do not sign in?

Not while the app is installed — your collection lives on the device and every catch works with no account and no network. But it is not backed up anywhere, so deleting the app deletes it. Either sign in, or use Settings → Export to save a file somewhere you keep things.

I signed in and my existing catches vanished

They have not been deleted. Collections are kept separately per account, and the catches you made before signing in are adopted into the first account you sign into. If you are seeing an empty dex, you are most likely signed into a second account — see below.

I seem to have two accounts

This can happen if you first signed in with Apple using Hide My Email and later signed in with Google or with an email and password. Apple's relay address does not match your real one, so there is no way for us to tell that the two are the same person, and a second account is created.

Write to support@box1.app and say which two sign-in methods you used. Export your collection from Settings → Export first if you can — an import only ever adds catches, so restoring that file over the account you want to keep is always safe.

I bought premium and it is not unlocked on my other device

Use Settings → Restore Purchases on the second device, signed into the same Apple Account you bought it with. The unlock is tied to your Apple Account, not to a box1 account — you do not need to sign into box1 at all to buy it or restore it.

The confirmation email never arrived

Check spam first. If the link opened a browser tab that then did nothing, your account was still confirmed — return to the app and it will notice within a few seconds. If nothing arrives at all, ask us to confirm the address by hand.

I forgot my password

Use Forgot password? on the sign-in screen. The reset link has to be opened on the same device that asked for it — opening it on a different phone or on a desktop will not work.

Delete my account

Settings → Delete Account, in the app. It removes your account, your display name, your purchase records and your collection — the copy on your device as well as the synced one — immediately and for good. Export your collection first if you want to keep it, from Settings → Collection → Export.

Your premium unlock is not affected: it is held by your App Store account, and Restore Purchases brings it back.

If you cannot reach the app at all — a lost phone, or an account you can no longer sign in to — email support@box1.app from the address on your account and we will remove the account and everything synced to it. See the privacy policy for the full list.

I would rather not see the official artwork

Settings → Original Artwork turns it off. Sprites then draw as silhouettes and every other feature keeps working.