Support
Something not right, or stuck on a job? Email us and a real person will get back to you, usually within a day.
support@heistplanner.app
Common questions
I bought something and it didn't show up
Close the game completely and open it again: anything you paid for is handed over the next time the game starts. If it's still missing, open the Store in the game and tap Restore purchases at the bottom.
How do I get my Kingpin Pack on a new phone?
Sign in with the same Apple ID and open the game. The Kingpin Pack comes back by itself, or tap Restore purchases at the bottom of the Store.
How do I cancel the Crew Pass?
On your iPhone, open Settings, tap your name, then Subscriptions, and choose Heist Planner. You keep the Crew Pass until the end of the month you've paid for.
Can I get a refund?
Purchases are made through Apple, so refunds are handled by Apple at reportaproblem.apple.com.
Will my progress move to a new phone?
Your progress is saved on your phone. If you move to a new iPhone using an iCloud or computer backup, it comes along with the backup. Deleting the game deletes the saved progress.
I'm stuck on a job
Every job has a way in and a way out. Press Preview to watch the guards' rounds first, and look for the moment a doorway is clear. The hint button draws a safe route from where your crew stands, and the Planning Room gives you free hints every day.
Why does the game ask to track me?
Only for the optional ads you can watch for a reward. Saying no is fine: ads still work, they just aren't personalised. See the privacy policy.