You probably have questions about keeping you or your children safe while connected to our games through your mobile device. Things like age limits, in-app purchases, and privacy are all very valid concerns, and we’re here to make sure that you get the support you need.
To make sure you can enjoy Supercell games in a safe and controlled environment, we stick to a clear set of principles that have served our gamers and us well:
- We respect our gamers, and we put all our might into making the most fun games for them to enjoy. We’ll never sacrifice game quality for any other short-term considerations.
- We want you to be in total control of your experience with Supercell games. That means that before you or your child download our games, you should be given upfront information about the game’s content. This means that it should be totally clear when you’re about to make any purchases within a game.
Most children play safely and positively, but a few simple steps can help make play even safer and give parents confidence along the way. Check out the Online Safety Checklist below and read here for further details.
If we've missed anything, email us at parents@supercell.com. In your email, be sure to include any specific details that might be useful, like what happened and when, possible transaction ID, receipts, etc.
What are the age limits and general policies for Supercell's games?
Our games do not have general age limits. However, players of our games should observe that, under our Terms of Service, users under the legal age of majority in the country of their residence require their legal guardian’s approval of our Terms of Service before registering their account.
Please note! When you download our games from app marketplaces such as Google Play or Apple’s App Store, you will find published age recommendations in the app description. However, these age or maturity classifications refer only to the content suitability (similar to movie ratings G, PG or PG-13 in the U.S., but related to gameplay, animations, etc.) according to the respective rating body responsible for such ratings. As these ratings are done independently by a third party, they are not necessarily in line with our Terms of Service.
For more info on how these categories are defined, visit these support websites for Apple (under the Reference section) and Google.
How can I manage or turn off in-app purchases?
All of our games are free to download. Please note, however, that our games also offer entirely optional “in-app purchases.” These purchases are never required to play the game, but can be used to enhance some elements of gameplay. In-app purchases vary in price and range from $0.99 to $99.99 (without taxes) in U.S. app stores, for example.
In-app purchases are paid for with real money, and are always clearly labeled as such. They’re accessible “in game,” meaning that the options to make a purchase are found within the game itself.
Important: You can easily manage the ability to make in-app purchases, adjust password protection settings, or disable in-app purchases entirely through your mobile device’s general settings. The way to do this depends on whether you’re using an Apple iOS device, like an iPhone or an iPad, or a Google Android device. Either way, the instructions you need are here:
Who processes in-app purchases?
Here at Supercell, we don’t process payments for in-app purchases, or have access to any of your credit card information. That’s because the payment transactions themselves are completed through Apple’s App Store or Google Play (depending on your device), via your personal email address associated with that account. Receipts for these transactions are emailed to you by Apple or Google after each purchase (though, please note that any post-purchase processes are controlled by Apple or Google and are subject to change by them).
I've seen another site that offers me in-game products for Supercell games. Can I buy from them?
Beware of any third party sites that promise you enhancements for our games (like “free gem” websites, etc). These sites may collect your personal information, money, or both, and often never deliver the promised in-game products. If you want to make an in-app purchase, the safest way is simply to make the purchase through the game itself on your mobile device. Selling, redeeming, or trading virtual in-game currency is otherwise not allowed by our Terms of Service.
My child accidentally made an in-app purchase. Can I get a refund?
As with most downloadable software products, items bought in our games (in-app purchases) are non-refundable. In rare cases, exceptions can be applied.
If the purchase was made on an Apple (iOS) device:
For purchases made on an iOS device, Supercell is not able to handle refunds directly. Please visit Apple support.
If the purchase was made on a Google (Android) device:
Please send an email to parents@supercell.com or contact us directly through Help & Support. In your message, please state the name of the game the purchase was made in and add the receipt of the purchase. The transaction ID (looks similar to this - GPA.1234-1234-1234-12345) at the bottom of the document must be visible. Receipts for transactions have been emailed to you by Google after each purchase.
I've received a bill for a purchase I didn't make. What should I do if I suspect fraudulent activity?
If you or your child have never played one of our games, but suspect that there’s been fraudulent transaction activity on your account, then you should immediately contact Apple (for iOS devices) or Google (for Android devices), who control the transaction process.
For Apple (iOS) devices:
Visit Apple support and choose the option that fits you best.
For Google (Android) devices:
Visit Google support and perform a search.
If you’ve already contacted Apple or Google about suspected fraudulent activity and they’ve sent you to us, please contact us at transactions@supercell.com. Be sure to include specific details like what happened and when, transaction ID receipts, relevant screenshots, etc.
Also, be sure to read through our Fraud Issues section for more information about suspected fraudulent activity.
What is Supercell's policy on privacy?
Your privacy is always on the top of our minds. Here at Supercell, we don’t have access to any of your credit card information. That’s because the payment transactions themselves are completed through Apple’s App Store or Google Play (depending on your device), via your personal email address associated with that account. We’ll also always ask for your consent when it comes to sending direct marketing messages to your mobile device.
We won’t sell or disclose your personal data to third parties for their own commercial purposes.
Read more in our Privacy Policy.
Protecting my Personal Information
When sending screenshots or receipts to Player Support, make sure that all personally identifiable information (PII) is hidden. See our guide on how to redact PII from your receipts and screenshots here.
How can I contact Supercell?
Like we said, we’re here to help! If you have any more questions, send us an email at parents@supercell.com. In your email, be sure to include any specific details that might be useful, like what happened and when, possible transaction ID receipts, relevant screenshots, etc.
You can also check our Support pages for plenty of information. An additional resource is available inside your game, by going to Settings > Help. There you can read frequently asked questions (FAQs) or report an issue that will automatically include some of your basic game information so that we can assist you more effectively.
How does chat work in Supercell games?
Many of our players enjoy interacting with one another through group chat in our games, and we work hard to maintain a safe and secure environment for this. We don't have a private chat facility in any of our games, and we display regular warnings against sharing personal information. We have also built, and constantly update, a 'blacklist' of offensive words and phrases that can be quickly found and removed from all areas of our games.
If there are any issues, our games contain prominent tools for players to report any offensive, insulting, or inappropriate behavior to us. We've also made it possible for users to mute chat from any other player whose messages they do not want to see.
If you prefer to report any concerns by email, you can also reach us at parents@supercell.com. In your email, please be sure to include as many specific details as possible, to help us quickly understand and identify the issue.
Thanks for your help in making our games as safe and as fun as possible!
Online Safety Checklist
Talk and Explore Together
Ask your child about the games they play and who they play with. Encourage them to tell you if something or someone upsets them.
Play together or watch a few rounds to see how the games work. It's the easiest way to learn and stay connected.
Familiarize yourselves with using tools like reporting features.
Set Up Safely
Username: Help your child choose a name that doesn't reveal their real name or identity. Our filters help with this too.
Age: Make sure your child enters their correct age during account set up so that the right age-appropriate features are applied automatically.
In-app purchases: Review or disable purchase settings on your child's device to avoid surprises. Learn how to manage or disable in-app purchases on your child's device (Apple iOS or Google Android).
Stay Aware
Remind your child not to share personal information such as real names, social media handles, or locations.
Encourage them to leave a chat or team if they ever feel uncomfortable, and to report it using in-game tools.
More information
If you would like to know more about Supercell's games, please visit here.