This page describes some problems that have occasionally been reported and ways to resolve them.
Suggestion: Check that you are running the latest version of the app
The app version number can be seen by tapping the info icon below the main menu of the app. The latest version of the app is 1.63.0, released 6th April 2025.
Another way to check if you are running the latest version is to visit the Sumaddle app page in the App Store. The App Store shows the latest version number and lets you install an update if there is one available.
Another way to check if you are running the latest version is to visit the Sumaddle app page in the App Store. The App Store shows the latest version number and lets you install an update if there is one available.
Problem: My in-app purchases are not showing
If any purchases are not showing when Sumaddle is launched, please tap "Restore purchases" from inside the app to restore them.
As of version 1.63.0, the restore process prompts you to enter your Apple account credentials. This is so that your purchase history can be retrieved from the App Store. These credentials are requested automatically by internal services built into your Apple device. The credentials are not made available to the Sumaddle app and the app cannot obtain them in any way.
As of version 1.63.0, the restore process prompts you to enter your Apple account credentials. This is so that your purchase history can be retrieved from the App Store. These credentials are requested automatically by internal services built into your Apple device. The credentials are not made available to the Sumaddle app and the app cannot obtain them in any way.
Problem: "No purchases were found to be restored"
If the restore process displays the message "no purchases were found to be restored", or if only some but not all of your purchases were restored, then there may be a problem with your App Store sign-in.
Please follow these steps to resolve the problem:
If your purchases are still not found then you can investigate further by going to Apple's page to View your purchase history for the App Store, iTunes Store, and other Apple media services.
Please follow these steps to resolve the problem:
- Launch the App Store app and tap your initials (or profile picture) top-right. This should bring up the page for your App Store account.
- Scroll to the bottom of the page and tap “Sign Out”, then tap Done.
- Now tap the profile symbol top-right and sign-in again. It is important that you sign-in with the same account that was used for the original purchases.
- Terminate Sumaddle if it is already running (the steps for doing this are detailed in step 3 of the answer about Game Center not being reachable, below).
- Launch Sumaddle again. If the purchases are still not showing, try to restore them once more.
If your purchases are still not found then you can investigate further by going to Apple's page to View your purchase history for the App Store, iTunes Store, and other Apple media services.
Problem: Family sharing is not working
Family sharing is supported for the Puzzle Generator. However, it is not supported for the individual puzzle packs.
Normally, if one member of the family group has purchased the puzzle generator then it will be made available to other family members automatically. If the puzzle generator does not show up automatically, try tapping "restore purchases" on the puzzle generator page, to load the purchase.
If restoring purchases does not unlock the puzzle generator, the first thing to check is that the family group settings are looking correct:
If the settings for family sharing look correct, family members should try signing out of App Store and signing back in. The steps for this are detailed in the previous answer.
Normally, if one member of the family group has purchased the puzzle generator then it will be made available to other family members automatically. If the puzzle generator does not show up automatically, try tapping "restore purchases" on the puzzle generator page, to load the purchase.
If restoring purchases does not unlock the puzzle generator, the first thing to check is that the family group settings are looking correct:
- Go to Settings > Family on the various devices of all family members and check that all names are listed correctly.
- Also, be sure to check that Purchase Sharing is enabled.
If the settings for family sharing look correct, family members should try signing out of App Store and signing back in. The steps for this are detailed in the previous answer.
Problem: Purchases have been restored, but the puzzles in the puzzle packs have not been reset
This is actually working correctly. The puzzles in the puzzle packs do not get reset when you restore purchases. But don't worry, there is another way to reset the puzzles.
If you would like to reset the puzzles and play them again, just select the option "Reset puzzle packs" from the options menu. To bring up the options menu, navigate to the app section Puzzle Packs and tap the symbol which has three dots in a circle, located top-right of display.
If you would like to reset the puzzles and play them again, just select the option "Reset puzzle packs" from the options menu. To bring up the options menu, navigate to the app section Puzzle Packs and tap the symbol which has three dots in a circle, located top-right of display.
Problem: When trying to restore purchases, the busy indicator just goes on whirring
This issue was seen with iOS 16 when the player was not signed in to the App Store. If the app is stuck in waiting state, it may be necessary to terminate it using the app switcher (swipe up and out). Then please follow steps 1-3 of the previous answer to sign-in to the App Store again.
The option to restore purchases should work normally once you are signed in to the App Store.
The option to restore purchases should work normally once you are signed in to the App Store.
Problem: "Game Center is not currently reachable"
Sometimes it can happen that sign-in to Game Center appears to have worked, but when you try to view a leaderboard you see the message "Game Center is not currently reachable".
Please follow these steps to resolve the problem:
1. Check that you have network connectivity. For example, check that the browser on the device is working.
2. Go to your device Settings > Sumaddle
3. If Sumaddle is already running then terminate it using the app switcher:
4. Go to your device Settings > Game Center
5. Launch Sumaddle again. Check that it reports successful sign-in, then try to view a leaderboard.
6. If the problem still persists…
Please follow these steps to resolve the problem:
1. Check that you have network connectivity. For example, check that the browser on the device is working.
2. Go to your device Settings > Sumaddle
- Check that “Connect to Game Center” is enabled.
- Check that the “Leaderboard display style” is set to “Top scores”.
- If you do not have a Wi-Fi connection then check that Mobile Data is enabled for the app.
3. If Sumaddle is already running then terminate it using the app switcher:
- if your device has a home button then tap the button twice;
- if your device has no home button then drag the home “bar” up from the bottom of the screen to the middle.
4. Go to your device Settings > Game Center
- Scroll to the bottom of the page and tap Sign Out.
- The Game Center page then reduces to a single toggle. Turn on Game Center again and sign-in if necessary.
5. Launch Sumaddle again. Check that it reports successful sign-in, then try to view a leaderboard.
6. If the problem still persists…
- Do you have any other devices and does Game Center work on any of them? If it is not working on other devices either then it indicates that Game Center itself may be down. Try waiting a little while (perhaps an hour) and then try again.
- Do you play any other apps and does Game Center work for any of them? It it is not working for other apps either then it indicates a more general issue, possibly with your device or possibly with Game Center itself (see also the point above).
- Try restarting the device completely: Settings > General > Shut Down, then press the lock button for 5 secs to restart the device.
Problem: The points for solving a puzzle are sometimes not being added to the leaderboard
The points for solving a puzzle are only added to the leaderboard if certain plausibility checks are passed successfully. This is aimed at combatting unfair playing tactics. The higher the number of points, the more the score is scrutinized!
If you have noticed that the points for solving a puzzle were not added to the leaderboard even though the puzzle was solved genuinely, please use the Contact form to report the issue. Please try to attach a screenshot of the page that shows the elapsed time for solving the puzzle (and showing the points that should have been awarded), as this will help to allow the problem to be diagnosed.
If you have noticed that the points for solving a puzzle were not added to the leaderboard even though the puzzle was solved genuinely, please use the Contact form to report the issue. Please try to attach a screenshot of the page that shows the elapsed time for solving the puzzle (and showing the points that should have been awarded), as this will help to allow the problem to be diagnosed.
Problem: The app is really sluggish
Sluggish response is usually an indication that the device is heavily loaded. The following checks might help to diagnose and resolve the cause of the problem:
- Has the device just been turned on, or just connected to a power source? If so, it may be busy with startup activities or updates. It may just need some time to finish its work.
- Try going to the Battery settings and checking battery usage. It may help to terminate any apps that are showing high usage activity.
- In the General settings, try checking the device storage. If free space is low (below 10%) then it may help to find ways to free up space.
- Is there any improvement if you switch to airplane mode? If so, this might suggest that the device is occupied with sending or receiving large volumes of data, perhaps related to streaming, backups or cloud synchronization.
- Was the app migrated from an old to a new device? In an isolated case, the sluggish response was believed to be linked to the migration of app data from an old to a new device. The problem could be resolved by deleting and re-installing the app.
Problem: The app has locked up
This problem has occasionally been seen when trying to connect to Game Center, such as at app startup or when trying to view a leaderboard. It seems that there can sometimes be difficulties trying to establish a connection to Game Center. While the connection is being attempted, the navigation controls stop working and buttons do nothing when tapped.
- Sometimes, the problem will resolve itself if you just wait for up to one minute. It may also help to put the app in the background and then bring it straight back to the foreground.
- If the simple measures above do not resolve the problem, then the cause may be network connectivity. In this case, you may find that other apps that require Internet will be struggling too (such as the browser). It may help to turn off wi-fi and then turn it on again, or to leave it off and use the mobile network instead.
- If you find that the app is still frozen once any network connectivity issue has been resolved, please try terminating and restarting the app.
Problem: The app has terminated abruptly
This means, the app has crashed.
If the app crashes at any time then it would be very helpful if you could please submit a crash report, so that the crash can be investigated. If the crash is reproducible then it would be especially helpful if you can provide the steps that lead to a crash happening.
If the crash can be repeated by following the same steps, it would also be very helpful to turn on developer feedback on the device. This way, a crash report will be sent to the developer automatically by Apple. The steps are as follows:
If the app crashes at any time then it would be very helpful if you could please submit a crash report, so that the crash can be investigated. If the crash is reproducible then it would be especially helpful if you can provide the steps that lead to a crash happening.
If the crash can be repeated by following the same steps, it would also be very helpful to turn on developer feedback on the device. This way, a crash report will be sent to the developer automatically by Apple. The steps are as follows:
- go to Settings > Privacy & Security > Analytics & Improvements
- turn on Share iPhone Analytics and also Share With App Developers
- repeat the steps that cause the crash to happen
- after the crash has been captured, analystics can be turned off again, if you prefer.
Problem: something else not right
If you encounter any other kind of issue where the app does not seem to be behaving correctly, please do not hesitate to report it via the contact form.