Support
Need a hand with House Rules Cards? Email support@houserulescards.com and a real person will read it. We reply within two business days.
Most questions have an answer below, and checking first is usually faster than waiting on a reply.
Before you write
Section titled “Before you write”Including these saves a round trip and gets your problem solved in one reply:
- Your username (the one on your profile, not your email, if you can).
- What you expected to happen, and what happened instead.
- When it happened — roughly the date and time, and your time zone.
- Your device and app version — e.g. “iPhone 14, iOS 18.2, app 1.0.0”, or the browser you were using on the web.
- A screenshot, if the problem is something you can see.
For anything involving a purchase, include the receipt or order confirmation from Apple, Google, or Stripe. We cannot look up a payment without it.
Accounts
Section titled “Accounts”I can’t sign in
Section titled “I can’t sign in”Use Forgot password on the sign-in screen to get a reset link by email. The link is single-use and expires, so request a fresh one if it has been sitting in your inbox for a while. If the email never arrives, check your spam folder and confirm you are using the address you signed up with.
If you are still stuck, email us from the address on the account so we can confirm it is yours.
I want to change my username or display name
Section titled “I want to change my username or display name”Both live on the You tab. Your username is how friends find you, so it has to be unique; your display name is what other players see at the table. Names are screened for profanity, so if a name is refused, that is why.
How do I delete my account?
Section titled “How do I delete my account?”In the app, open the You tab and tap Delete account at the bottom, or go straight to houserulescards.com/delete-account.
Deletion is permanent and immediate. It removes your profile, statistics, ratings, achievements, club memberships, and any cosmetics or gems on the account. Gems and purchased items are not refundable and cannot be restored afterwards, so spend or think twice before you delete.
Purchases, gems and ads
Section titled “Purchases, gems and ads”I paid for gems and they haven’t arrived
Section titled “I paid for gems and they haven’t arrived”Payments are confirmed by the payment provider before we credit an account, and that hand-off occasionally takes a minute or two. Close and reopen the Store first — the balance refreshes when you do.
If they still have not appeared after about ten minutes, email us with the receipt from Apple, Google, or Stripe and we will credit the account manually.
I bought Remove Ads and I’m still seeing ads
Section titled “I bought Remove Ads and I’m still seeing ads”Remove Ads is attached to your account, not to your device, so make sure you are signed in to the same account you bought it on. Signing out and back in re-reads your purchases.
Note that Remove Ads switches off the ad banners around the app. If you choose to watch a rewarded ad to earn gems, that one still plays — it is opt-in, and buying Remove Ads does not take that option away from you.
I got a new phone. Do I have to buy everything again?
Section titled “I got a new phone. Do I have to buy everything again?”No. Purchases, gems, cosmetics, achievements and stats all follow your account, not the device. Sign in on the new phone and everything will be there. This works across web, iOS and Android — the same account, wherever you play.
If you were playing signed out, there is unfortunately nothing tied to you to restore. Guest progress lives only on the device it was made on.
How do I get a refund?
Section titled “How do I get a refund?”Purchases made on iPhone or iPad are handled by Apple — request a refund through reportaproblem.apple.com. Purchases on Android go through Google Play’s refund process. We cannot issue refunds for store purchases ourselves, because we never receive the payment directly.
For purchases made on our website, email us and we will sort it out.
Can I buy gems with real money and get them on another device?
Section titled “Can I buy gems with real money and get them on another device?”Yes. Gems are credited to your account, so a purchase on the web shows up on your phone and vice versa.
Playing
Section titled “Playing”Online play says it is paused for me
Section titled “Online play says it is paused for me”If you leave several games that are already in progress within a short time, online play pauses for 30 minutes. It is a cooldown, not a ban: your account, purchases, clubs and stats are untouched, and playing offline against bots still works normally. It clears by itself — there is nothing to appeal and nothing you need to do.
It only counts games you abandon while other real people are at the table. Leaving a table where the other seats are bots costs nothing, and neither does leaving a game that has already finished or has not started yet. If you were disconnected by a bad connection and came straight back, that does not count either.
A player was cheating or abusive
Section titled “A player was cheating or abusive”Open their profile — tap their seat at the table, or find them in your friends or club list — and use Report. You can also Block them, which keeps you out of each other’s games entirely and hides you from each other’s searches.
Reports go straight to us. We read every one, though we cannot always tell you what we did about a specific account.
The game says the rules are different from what I expected
Section titled “The game says the rules are different from what I expected”Each table shows the house rules it is using before you sit down. Our rules wiki explains every game and every built-in variant in detail, including the exact scoring.
If you think a rule is being applied incorrectly, tell us which game, which house rules were active, and what you saw — that is usually enough for us to reproduce it.
Can I get a rule added that the builder can’t express?
Section titled “Can I get a rule added that the builder can’t express?”Yes, please ask. In the app, open the rule builder or the community rules screen and use Request a rule. You can attach whatever you have built so far, which helps a lot in explaining what you are after.
My stats or rating look wrong
Section titled “My stats or rating look wrong”Only games against other real people count towards your rating, and win-based achievements count those games too — so wins against bots will not move them. Offline games are not recorded at all. That accounts for most surprises.
If the numbers still look wrong after that, email us with the approximate date of the match and we will look at it.
Privacy and legal
Section titled “Privacy and legal”To request a copy of your data, or deletion of it, email support@houserulescards.com from the address on your account.
House Rules Cards is made by EvDev Studios, LLC, an Ohio limited liability company. Every message to support@houserulescards.com reaches us directly.