Stuck on something?
We can help.
Email us at [email protected] and we'll get back to you within a couple of days. Below are answers to the things people ask most often.
The app won't identify my photo
Identification works best on a clear, close shot of a single organism in good light. If the species is rare, indoors, or partially hidden, the identifier may not have enough to go on — try moving in closer, getting more of the subject in frame, or coming back when the lighting is better. If you're consistently getting wrong answers on something you're sure about, email us and we'll take a look.
I want to delete my account
Open the app, go to Me, then Settings, then Delete account. This removes your profile, captures, sanctuaries, and friend connections from our servers. If you can't reach the in-app option for any reason, email [email protected] from the address you signed up with and we'll do it manually.
I bought a Matter pack but it didn't show up
Apple sometimes takes a moment to confirm purchases. If the balance hasn't updated after a minute, force-close and reopen the app — Pixel Wild will retry any unfinished transaction on launch. If the Matter still hasn't arrived after that, email us with the date of purchase and the pack you bought and we'll sort it out. For refunds, Apple handles those directly at reportaproblem.apple.com.
Making a sanctuary private
Sanctuaries are public by default so people can share them with a single link. To make one private, open the sanctuary, tap Settings, and toggle visibility off. Private sanctuaries don't appear at any share URL.
Adding friends
Friend discovery uses Bluetooth and your local Wi-Fi network to find other Pixel Wild players nearby. Both phones need to be on the same Wi-Fi or in Bluetooth range, with the app open on the Friendstab. If discovery isn't working, check that Bluetooth and Local Network permissions are granted in iOS Settings → Pixel Wild.
Reporting a bug or a wrong identification
Email [email protected] with what happened, what you expected, and a screenshot if you have one. For wrong identifications, including the photo and what species it actually is helps us improve the pipeline.
Privacy and data
See our privacy page for what we store, how it's used, and how to request a copy or removal.