Support

99 — iPhone

One address, and a person on the end of it. getbetter@play99.lol

Tell us what phone you are on and what you were doing when it went wrong. If it is about a charge, the email on your Apple ID helps us find it.

The usual things

I paid and the app still looks locked

Open Settings → Subscription → See Plans and tap Restore Purchase. That asks Apple directly, which is the only thing that knows for certain. It also fixes a new phone, a reinstall, or a second device — the subscription follows your Apple ID, not the handset.

How do I cancel?

Cancelling is done in your Apple ID, not in 99 — we cannot do it for you, and nobody should be able to. On your phone: Settings → your name → Subscriptions → 99. Or open Manage Subscriptions directly. The same two taps are linked from the plans screen in the app.

Cancel during the free week and nothing is charged. Deleting the app does not cancel anything.

I want a refund

Refunds are Apple's to give, not ours — we never see your card and cannot reverse a charge. Request one at reportaproblem.apple.com. If something in the app caused it, tell us too so we can fix the cause.

My coach gave me a code and it will not work

Codes go in on the ORG tab. Check it with your coach — they can see the current one on their dashboard, and it changes if the team is remade. A code that works puts you straight on the roster, and your spot is paid for by them.

I am a coach and cannot switch to the coaching side

Coaching comes with a plan rather than a switch in the app, so an account without one is asked to pick again. If you have paid for a plan and the app still says otherwise, email us with the address on the account and we will sort it.

Sign in with Apple or Google is not working

Both need you signed in to that account on the phone itself — iCloud in Settings for Apple, a Google account for Google. If neither button appears at all, the build you have is missing them; delete and reinstall from the App Store.

My rating went down and I did not do anything

That is the point of it. A rating in 99 slips when you stop training, because a number that only ever goes up stops meaning anything. Train the sub-skill again and it comes back. If you need a break, Rest Mode in Settings pauses the slide.

Your account and your data

Deleting your account

In the app: Settings → Your Data → Delete Account. It removes your profile, your results and anything you sent a coach. It cannot be undone and we cannot restore it afterwards.

Reporting somebody, or a clip

On the Friends tab, tap the ⋯ next to anyone to block or report them. Blocking is immediate. Reports come to us and we act on them; if something needs attention faster than an in-app report, email the address above and say so in the subject.

Privacy

What we hold, and the much longer list of what we do not, is on the privacy page. Deletion requests can also go to privacy@play99.lol.

Under 18

99 is built for a young audience and it is normal for a parent to ask about it. If you are a parent or guardian and want to know what your child's account holds, what their coach can see, or want the account removed, email getbetter@play99.lol and say that in the first line. We will not ask them for anything before answering you.

Still stuck