Plasta Support

I can’t sign in with Apple

Sign in with Apple is offered on the welcome screen and in your Player Profile. If it fails:

• Check that you are signed in to iCloud on the device: Settings › [your name].
• Make sure the device has a working internet connection — signing in needs one.
• Close Plasta fully (swipe it away from the app switcher) and reopen it, then try again.

If you chose Hide My Email when you first signed in, Apple gives us a private relay address instead of your real one. That is fine — Plasta works normally with it.

If you have signed in with Apple before on a different Plasta account, signing in again will take you to that existing account rather than merging the two. See guest progress below.

I can’t sign in with Google

Signing in with Google opens a secure Google sign-in window. If it does not complete:

• Check your internet connection and try again.
• If the window closes immediately, close Plasta fully and reopen it.
• Make sure you finish the flow in the window that opens rather than switching away mid-way.

Plasta receives your email address and basic profile from Google. Your email is stored privately and is never shown to other players.

What a Guest account can and can’t do

Plasta creates a guest account for you automatically the first time you open the app, so you can play straight away without signing in. A guest account can play, earn progress, and use online features.

A guest account can buy Diamonds — signing in is never required to make a purchase. What a guest account cannot do is claim a unique username; guests get a display name only.

Guest progress is not recoverable. A guest account is tied to the app on that one device. If you delete Plasta, switch to a new iPhone, or the app’s stored data is cleared, that guest account cannot be restored by us or by anyone else — there is no password or email attached to it to look it up with. That includes Diamonds you bought as a guest, and because Diamonds are a consumable item, Apple cannot restore them either.

To keep your progress and your Diamonds, sign in with Apple or Google from your Player Profile. If you do that while playing as a guest, your existing progress is carried over to the signed-in account. If you instead sign in with an Apple or Google account that already has its own Plasta account, you will be taken to that account — the Diamonds left on your guest account are added to it once, and the rest of the guest progress stays behind.

Online matches won’t connect or won’t start

Online play needs a live internet connection for every player in the match. If a match will not start or a player seems stuck:

• Check your connection, and try switching between Wi-Fi and mobile data.
• Leave the lobby and create or join it again — a fresh lobby clears a stuck one.
• If you were invited, ask your friend to send the invite again. Invites are short-lived by design.
• Close Plasta fully and reopen it if the app was in the background for a long time.

If matches repeatedly fail, email us with your username, roughly when it happened, and the lobby code if you still have it.

I bought Diamonds and they haven’t arrived

Diamonds are added to your account only after Apple’s purchase receipt has been checked, so a purchase that was interrupted is held rather than lost. Plasta re-checks for held purchases automatically.

In order, try this:

1. Make sure you are on the account you bought them for. Diamonds are attached to the Plasta account that made the purchase — which may be a guest account, if that is what you were using at the time. They will not appear while you are signed in as someone else. This is the most common cause.
2. Open the Store again. Tap STORE in the bottom bar and open the Diamonds section. Plasta checks for held purchases every time this screen opens.
3. Close Plasta fully and reopen it. The same check runs shortly after the app starts.

You do not need to repurchase, and you should not be charged twice — a purchase can only ever be credited once. There is no “Restore Purchases” button because Diamonds are a consumable item, which Apple does not restore; the automatic re-check above is what recovers them instead.

If Diamonds still have not appeared after all three steps, email us with your username and roughly when you bought them. See Purchases below for what we can and cannot look up.

Changing your name

Open your Player Profile by tapping your player name or the level badge at the top of any menu screen. Under DISPLAY NAME, type the new name and tap CHANGE NAME.

If you are signed in with Apple or Google, this is your username: it has to be unique across Plasta, so a name already taken by someone else will be refused. If you are playing as a guest, it is a display name only and is not reserved for you.

Names are checked automatically and some are refused — names that impersonate Plasta staff, and names containing severe profanity or slurs.

Reporting a player or an offensive name

Plasta has no in-app report button. Players cannot send each other free-text messages in Plasta, so the only thing another player can show you is their name.

Names are screened automatically when they are chosen, but that screening is not perfect. If you see a name that is offensive, or a player behaving abusively, email us at realplastaapp@gmail.com with the name exactly as it appeared and roughly when you saw it. We can act on the account behind it.

Reporting a bug or suggesting a feature

Both go to the same address. For a bug, the details in the box near the top of this page are what help most — especially the steps that lead to it and whether it happens every time. For a suggestion, just tell us what you would like Plasta to do; we read them all.

Deleting your account

You can delete your Plasta account and its data from inside the app — you do not need to email us to start it.

Open your Player Profile by tapping your player name or the level badge at the top of any menu screen, scroll to ACCOUNT, and tap Delete Account. You will be asked to type DELETE to confirm.

Read the full account and data deletion page for exactly what is removed, what is kept, and what to do if it does not work.

Finding the Privacy Policy and Terms

Both documents are on this website — see the links at the bottom of this page. In the app they are under Legal in Settings, reached with the gear icon at the top right of any menu screen.