The fastest way to get help is to email support@oakferry.com. Tell us your device, your iOS version, and what you expected to happen. There is no ticket system and no bot — the mail reaches a person.
01Where did my streak go?
Your streak, your lifetime hits and today’s guesses live only on your device, so removing the app takes them with it. There is no account behind them and no server copy, which also means we cannot restore them. Restoring a device from an iCloud backup that included the app brings them back; reinstalling from the App Store does not.
02I finished a puzzle but the leaderboard is empty.
Leaderboards need you to be signed in to Game Center on the device. Open Settings, tap Game Center, and check you are signed in. The Leaderboard button only appears on today’s result card, and only while you are signed in. It does not show for past puzzles or the sample.
If you finish a puzzle with no connection, or before sign-in completes, SumWord holds the score on your device and sends it the next time you finish a puzzle or Game Center sign-in completes. A daily score that has not gone out by the time the next puzzle arrives is dropped; your all-time total is kept and still goes through.
03A word I know was rejected.
The game accepts more than 116,000 words, but no list holds every word anyone knows. Proper nouns, hyphenated words and abbreviations are deliberately out. If an ordinary word was refused, send it to us — genuine gaps get fixed.
04Today’s target feels impossible.
Every target has at least 35 solutions, and more than half have over 200, so there is always a way in. A handful of targets are deliberately hard: their answers are all long words with nothing short to fall back on. You only need one exact hit to keep a streak alive — three earns the stars.
05The puzzle number looks wrong.
Puzzle #1 is October 1, 2026. The new puzzle arrives at midnight in your iPhone’s time zone, so it changes when your own day does. If the number looks wrong, check that your iPhone’s date and time are correct.
06How do I unlock a past puzzle?
Every day joins the archive whether you played it or not. Tap the past puzzles button (the file-cabinet icon) at the top right, tap a locked puzzle, and tap Watch to confirm (Cancel changes your mind, and nothing is requested). Then watch one short rewarded video ad — watching it to the end unlocks that puzzle for good, and closing it early leaves it locked. If another screen is open when you tap Watch, the puzzle stays locked: close that screen and tap again. Today’s puzzle never shows an ad and is always free.
If an ad can’t be shown for any reason (none available, no connection, or you declined ad consent), the puzzle unlocks anyway, and SumWord tells you so.
07How do I report an ad?
Tap the ? button at the top left, then tap Report an ad in the How to play card. It opens an email to support@oakferry.com that asks what the ad showed and when you saw it. If no email opens, write to support@oakferry.com yourself.
08Reporting something we should fix
Bug reports are welcome and genuinely get read. The useful ones say what you did, what happened, and what you expected instead. A screenshot helps more than a description of a screenshot.
If the game crashed, Oakferry has no crash reporting of its own: no telemetry or analytics reaches us, so we only learn about a crash if you tell us. Google’s ad library may send crash and diagnostic data to Google, as the privacy page explains.
09Contact
One mailbox, read by a person, no automated triage in front of it.
- Company
- Oakferry Games Inc., incorporated in Canada
- Support
- support@oakferry.com
- Privacy
- support@oakferry.com
- Response
- Within two business days