Support & FAQ

Option 1 — In the app (instant)

If you have Block Slots installed:

• Open Block Slots
• Tap Settings on the title screen
• Tap Delete Account
• Confirm by tapping DELETE ACCOUNT on the warning panel

Your account is wiped immediately on our servers and the app restarts as a fresh anonymous user.

Option 2 — By email (within 30 days)

If you no longer have the app installed, or prefer to request deletion in writing:

• Email contact@velavia.io
• Subject line: Account Deletion Request
• Include the email address and/or phone number associated with your Block Slots account so we can locate it
• If you know your in-game UID (Settings → About → UID), include that — it speeds things up

We process deletions within 30 days of receiving your request and reply by email confirming completion.

What data is deleted

The following are permanently and irreversibly erased from our systems:

• Your Firebase user account (anonymous UID + linked phone number)
• Your email address
• Token balance + lifetime token totals
• Coin and gem balances
• Game progress, level, total stars, score
• Owned themes and active theme selection
• Daily login streak, daily mystery box, daily quest state
• Earn ledger (every token-earning event)

What data is retained (and why)

The following may be retained to comply with US law and tax authority requirements:

• Redemption tax records — for users who redeemed gift cards totaling $600 or more in any calendar year, we are legally required to retain transaction records for 7 years per IRS rules (1099-MISC reporting). These records contain only the redemption date, dollar amount, and tax-identifying information you provided to our gift-card partner Tremendous — not your gameplay data. Records are stored encrypted at rest and accessed only for tax compliance.
• Aggregated, anonymized analytics that no longer identify you personally (counts of installs, retention curves, etc.) are not deleted but cannot be tied back to your account.

If you redeemed less than $600 total in any year, we retain no records about you after deletion.

Q1How do I earn Loyalty Tokens?

Tokens are earned through engagement, never from chance. You get tokens for:

• Daily login (+50 tokens)
• Time played (every 5 minutes, +25 tokens)
• Watching rewarded video ads (+50 tokens, up to 5 per day)
• Completing daily missions (+100 tokens)
• Leveling up (+200 tokens)

Q2Why can't I redeem yet?

To redeem, you need ALL of the following:

• Your token balance ≥ the cost of the gift card tier you picked
• You've tapped to confirm you're 18 or older
• You've verified your email address
• You've verified your phone number (one-time SMS code)
• It's been at least 24 hours since your last redemption

The redemption modal will tell you exactly which step is incomplete.

Q3I redeemed but didn't get an email

Gift cards are delivered by Tremendous, our reward partner. They usually arrive within 5-10 minutes. If it's been longer than 1 hour:

• Check your spam folder
• Verify the email address you entered is correct (Settings → Account)
• Email contact@velavia.io with your UID and the order ID shown in the redemption confirmation

Q4Can I transfer my account to a new phone?

Yes — your progress is saved server-side against your account. On your new phone, sign in with the same Google account or phone number you used on the old one. Your tokens, themes, and high score will sync automatically.

Q5How do I delete my account?

Two ways — see the Delete Your Account section above for full details:

• In the app: Settings → Delete Account → confirm. Wiped instantly.
• By email: contact@velavia.io with subject "Account Deletion Request". Processed within 30 days.

Q6Is this gambling?

No. Block Slots is a free puzzle game. The slot mechanic drives the in-game points and coin economy, but Loyalty Tokens — the only currency that can be exchanged for real-world value — are awarded only for engagement-based, non-chance actions: daily login, time played, missions, level-ups, and rewarded video opt-ins. There is no purchase, wager, or chance-based payout in the redemption pipeline.

Q7Are there in-app purchases?

Yes — optional cosmetic theme packs and currency bundles. Buying nothing is a complete experience; in-app purchases are quality-of-life only and do not affect Loyalty Token earn rates.

Q8Is Block Slots available outside the US?

The game itself is free to play worldwide, but Loyalty Token redemption for gift cards is currently U.S. residents only. We may expand to additional regions in the future. The program is also geo-blocked from AR, CT, DE, LA, and SD per state promotions law.

Q9Found a bug or have a feature request?

Email contact@velavia.io. Include your device model, Android version, and a description of what you expected vs what happened. Screenshots help. Bugs that affect token-earn or redemption get priority.