Hidden Pictures Puzzle Play 4+

We have enjoyed using this app on an iPhone, iPad, and in our Mac Chrome browser since we purchased the annual subscription June 15, 2020. We have an active subscription through June 16, 2021. But something has changed in the last week or two (with the updated look). No matter how many times I uninstall the app and try logging back in, it now says I don’t have a subscription even though the App Store confirms our subscription is still active. The app sent me to Highlights for support but they said I had to contact the apple store. Writing a review seems to be the only way to attempt getting customer support. Can you help?

Hi, thank you for reaching out and we apologize for the difficulties. Please email us at highlights-apps@highlights.com and we will be happy to further troubleshoot. Thanks!

I really enjoy this game, but there are a couple of issues that need to be addressed. There are some levels that have items just out of view (at least on my iPad screen) or items that don’t register as found if you click on them. My biggest frustration is that the app seems to crash after every iOS update. I did a soft reset on my device and that did not fix the issue- the game continued to crash every time I tried to open it. I had to delete it from my device and download it again. I was able to restore my purchase and access the different levels BUT ALL of my progress was gone. It was very frustrating to have to start at the very beginning again and not have access to the levels that I had previously unlocked. For the price, I think these quality control issues need to be corrected.

Hello, thank you for the review and we are so happy you enjoy our puzzles! We apologize for the technical issues you are experiencing, but we can assure you these are being addressed and will be fixed in no time. Based on the information you provided, it seems like you don't have an account (account creation was optional at checkout). I would suggest creating an account and that will help ensure your progress is saved. Creating one is easy (click on the “H” in the upper left hand corner of the app>click the people icon>click register). If you have any other issues or concerns please feel free to email us at highlights-apps@highlights.com. Thank you! FOLLOW UP: We are happy to announce that we recently pushed an update (1.4.2) designed to address the issues above. To check that you are playing on the latest version select settings in the top left corner and the version will be listed at the bottom of the blue box that appears. Thank you for your help. Please email us at highlights-apps@highlights.com with and additional questions or concerns. Thank you.

I purchased a subscription for the grandkids and it was a great purchase for about a year. Now it’s been over a year and I’ve continued to pay in hopes a glitch would get fixed and restore all the purchases I’ve made. Yes, I have clicked the “restore” button. I don’t want to delete the app and re-install because it would erase the 100s of puzzles the kids have completed. I also don’t want to delete my subscription because I would be out all the money I’ve paid and getting nothing for it. I cannot get a hold of any support or customer service to address my issue so I had to include it in a review. If there’s any way Highlights could restore my purchases and guarantee I would receive new puzzles OR support to contact if I don’t then I would continue my monthly subscription.
Thank you,
Gramma Valerie
(Grandmother of 8!)

Hi, thank you for reaching out and we're here to help! If you've paid for a subscription, you are able to uninstall the app from your device and redownload without losing progress. When you reinstall the app be sure to select "log in" as opposed to "restore". If you need further assistance please contact highlights-apps@highlights.com. Thanks!