Support

DoubleDeck Support

Help with accounts, Gold, purchases, Private Tables, restoration, account deletion and simulated blackjack.

Purchase delivery is designed to retry safely. If Apple completes a transaction but DoubleDeck cannot reach the service, the app leaves the transaction unfinished and retries delivery rather than granting twice or silently finishing.

Contact support

Email [email protected]. Include:

the DoubleDeck app version and build shown in Settings;
your iPhone model and iOS version;
whether you were playing as a guest or using a permanent DoubleDeck account, and the sign-in method if relevant;
the product name and approximate purchase time, if relevant;
a short description of what you expected and what happened; and
a screenshot that does not expose passwords, access tokens, table codes you still intend to use, or complete signed transaction data.

Do not email your Apple ID password, email-account password, Supabase token, complete App Store JWS or payment-card information.

Email Support

Account help

Playing as a guest

Basic Solo play does not require a permanent account. DoubleDeck can also use a device-bound anonymous authenticated identity for signed-out Private Tables and eligible consumable Gold delivery. This guest identity is tied to the app installation and may not be recoverable after app deletion.

Create or sign in to a permanent account

Open Progress → Settings or the account entry shown by Shop.
Select Sign in with Apple or use the email account flow.
Complete authentication.
Keep the app open while DoubleDeck refreshes Gold and cosmetic ownership and claims eligible guest commerce from this installation.

A permanent account supports synced Shop state and eligible non-consumable restoration. Basic gameplay and eligible consumable Gold purchases do not require a permanent account.

Sign out

Open Progress → Settings → Manage Account and choose Sign Out. Signing out does not delete your permanent server account, Gold or cosmetics.

Delete your permanent account

Open Progress → Settings → Manage Account → Delete Account. Deletion removes the active profile, Gold wallet and synced cosmetic state. Limited detached App Store transaction tombstones may be retained for duplicate-grant prevention, refunds and eligible non-consumable restoration as explained in the Privacy Policy.

Purchase and Gold help

The purchase sheet does not appear

Confirm Shop has finished loading Apple product information.
For the Starter Collection, sign in to a permanent DoubleDeck account first.
Check internet access and App Store purchase restrictions.
Restart DoubleDeck and reopen Shop.

Apple completed a consumable Gold purchase but Gold has not appeared

Keep the same DoubleDeck installation and reopen Shop with network access so unfinished delivery can retry.
If you made the purchase as a guest, do not delete the app while delivery is unresolved. The guest identity is device-bound.
If you have since created a permanent account on the same installation, allow the guest-commerce claim and Shop refresh to complete.
Restart the app with network access.
If Gold is still absent, contact support with the non-sensitive details listed above.

Do not repeatedly purchase the same product to resolve delivery. DoubleDeck uses Apple transaction identifiers and server-side idempotency to prevent duplicate grants.

A purchase is pending

Apple may mark a purchase pending because of Ask to Buy, payment review or another App Store process. DoubleDeck grants nothing until Apple confirms the transaction. The app processes the verified update when Apple approves it.

A refund changed my Gold or cosmetics

When Apple verifies a refund or revocation, DoubleDeck removes the associated cosmetics and available Gold up to the amount originally granted to the active identity. If some Gold has already been used, the service may retain refund-integrity information as described in the Privacy Policy.

Restore Purchases

Restore Purchases is intended mainly for the non-consumable Starter Collection and other eligible verified restoration work. It requires a permanent DoubleDeck account. Consumable Gold is not a permanent Apple entitlement.

Sign in to the permanent DoubleDeck account that should receive the eligible restoration.
When restoring after account recreation, use the same Apple identity that originally purchased the Starter Collection.
Open Progress → Settings.
Select Restore Purchases.
Return to Shop after the refresh completes.

Existing consumable Gold for a permanent account is loaded from the DoubleDeck server wallet, not Apple’s permanent entitlement list. Deleted Gold is not recreated after account deletion.

Starter Collection after account recreation

If you delete and recreate your permanent DoubleDeck account, eligible Starter Collection cosmetics may be restored only when:

Apple still reports the non-consumable entitlement;
you use the same stable Apple identity;
the verified signed transaction matches its original purchase binding; and
the transaction has not been refunded or revoked.

The restored account receives eligible Starter Collection cosmetics. The deleted 2,000 Gold grant is not replayed. Consumable Gold packs do not transfer through account recreation.

Private Table help

Who plays in a Private Table?: Private Tables are live sessions for 2–4 people who know the six-character table code. Kite, Mica and Nori appear in Solo mode only.
What currency do new Private Tables use?: Fictional Credits only. Gold is cosmetic-only and is never wagered. Older compatible table state may still be labelled as a legacy Gold table, but new tables cannot be created with Gold.
Why can’t I join?: Check the six-character code, network connection and whether the table is still open. Table membership is enforced by the DoubleDeck service.
What happens if my connection drops?: Keep DoubleDeck open or return to it with network access. The app and service attempt to restore the current Private Table state when possible.

Gameplay help

Are the Solo opponents real players?: No. Kite, Mica and Nori are computer-controlled Solo opponents. Private Tables are the live multiplayer mode.
Can Credits or Gold be cashed out?: No. Both are virtual, have no cash value and cannot be redeemed for money or prizes.
Can Gold be wagered?: No. Gold is cosmetic-only. New Solo and Private Table wagers use fictional Credits.
What happens if I leave a hand?: Leaving an active hand can forfeit the current fictional Credit wager. DoubleDeck asks for confirmation where the current flow supports it.
Why is an action unavailable?: Hit, Stand and Double are enabled only when permitted by the current hand, turn and available fictional Credits. Split is not part of the current production table.

Product analytics

Product analytics is enabled by default. You can disable Share product analytics from the first-hand screen or under Progress → Settings → Privacy. Disabling stops new product-analytics collection and clears analytics still waiting on the device for delivery. See the Privacy Policy for the exact data and retention details.

Accessibility

DoubleDeck supports system accessibility features including VoiceOver labels, minimum touch targets and Reduce Motion handling. Report any inaccessible control, clipped text or missing announcement to [email protected] with the screen and accessibility setting involved.

Privacy requests

For access, correction, deletion or privacy questions, email [email protected]. Permanent account deletion is also available directly in the app. See the Privacy Policy for analytics retention, retained transaction-tombstone purposes and other details.