Digu Support

Email us

Write from the email address you sign in with, in English, and tell us what happened. We aim to give every message a human reply within 2 business days. There is no live chat and no in-app ticket queue — this address is the whole of Digu support for everything except money, and it reaches us directly.

Stuck part-way through paying for coins? There is a phone line for exactly that: +960 7906878. It is a payments line — for anything else, email is faster and leaves us a record to work from.

Writing about a brand campaign, a sponsorship or anything else commercial? That belongs with marketing & partnerships, not here.

1How support works

Digu is a small team. When you email support@diguapp.com a person reads it — there is no bot in front of us and no menu to get through. We answer in the order messages arrive, with anything involving money or a locked account jumped to the front.

What happens after you write:

1. You get a human reply, not an auto-responder. If we need more information to find your account, that first reply is what asks for it.
2. We look up your account, the match, or the order you are writing about in our own records — every match, coin movement and purchase is logged server-side, so we can usually see exactly what happened.
3. We tell you what we found, in plain terms, including when the answer is that nothing went wrong or that we cannot undo it.
4. If it is a bug, it goes on the fix list and we tell you which release to expect it in.

Response targets

These are the times we hold ourselves to. They are targets, not guarantees — a public holiday or an unusually busy week can stretch them, and we will say so rather than go quiet.

2Try this first

Most reports we get are one of these four, and all four are faster to fix yourself than to wait on us:

• Update the app. Digu talks to a live server, and older builds are eventually turned away with an update notice. Check the App Store or Google Play before anything else.
• Check your connection. Digu needs a steady internet connection for the whole match — a table freezing mid-turn is almost always the phone, not the server.
• Close and reopen the app. This reconnects you to the server and, if a match of yours is still live, offers to take you back to your seat.
• Pull your balance fresh. Coins credited by staff appear the next time the app talks to the server — reopening it is enough.

3What to put in your email

We can act on almost anything if we can find your account and the moment it went wrong. Digu deliberately does not show players a long account number, so these are what identify you instead:

If it is about money, add the amount you sent, the date of the transfer and the reference on it. If it is about a code, paste the code exactly as printed.

4Matches that go wrong

Every Digu match runs on our servers, not on the phones at the table. That means we hold an authoritative record of every deal and every move, and we can tell you exactly what happened in a match that went strange. It also means the server, not your phone, decides what a disconnection costs you.

4.1 You dropped out mid-match

Reopen the app. If the table is all human players and the match is still moving, Digu offers to take you back to your seat and you carry on where you left off.

Two things end that window. If you miss three turns in a row, your seat is forfeited automatically so the other players are not left waiting on someone who is gone. And tables that include bots cannot be rejoined once you leave — a bot table is meant to be a game you can walk away from, so walking away ends it.

Leaving on purpose is also final. When you tap out of a table the app asks you to confirm, and confirming gives up the seat — there is no undo.

4.2 A match froze and nobody could move

Turns are on a timer, and a match that stops moving anyway is swept up automatically and closed rather than left hanging. If a match of yours has vanished from the app, that is usually what happened to it. Tell us roughly when it was and we will look up what the server recorded.

4.3 Another player left and ruined the match

Their seat forfeits and the remaining players finish the match. If everyone leaves, the match is abandoned rather than left open. We know this is not the same as a clean win, and we do not charge you again to start another table.

4.4 The score looks wrong

Write to us with the date and roughly the time. We can replay the recorded moves of that match and check the scoring against the rules engine. If the engine got it wrong, that is a bug and we want it — we will tell you what we find either way.

4.5 What we can and cannot put right

5Bugs, crashes and things that look broken

Report them. A bug nobody tells us about is a bug that stays. Send it to support@diguapp.com with the details from section 3 and, if you can manage it, one of these:

• A screenshot of the screen where it goes wrong — including any error message, in full.
• A short screen recording, if the problem is something moving or something that only happens sometimes.
• The steps that reproduce it: what you tapped, in what order. Even “it only happens on the fourth round” is a real clue.

If the app crashes on launch, say which device and OS version, and whether it worked before an update. If a screen shows an error code, send the code exactly as written — those map to specific causes on our side and usually pin the problem in one step.

We do not embed third-party crash-reporting or analytics SDKs in Digu, and there is no hidden telemetry watching you play. That is a deliberate privacy choice, and the trade-off is real: for a crash we cannot reproduce, your description is the evidence.

6Coins, packs and payments

Digu coins are virtual items used to sit at tables inside the game. They have no cash value, cannot be exchanged for money, cannot be transferred between accounts, and are not a gambling product — there is no cash-out, ever.

6.1 How buying coins works

1. You pick a pack — either in the app, under Store, or on the web at diguapp.com/coins if you are topping up from a computer or paying for someone else.
2. You pay by bank transfer to the account shown on the checkout page.
3. You attach the transfer slip and submit the order.
4. A staff member checks the slip against the bank and approves it — normally within 24 hours.
5. Approval is what credits the coins. You get a notification, and the balance is there next time the app talks to the server.

If an order never reached the payment page at all, or the transfer went out and no order exists to attach it to, call +960 7906878 and we will finish it with you rather than leave your money in limbo.

Until a staff member approves it, an order sits as Submitted. You can watch it in the app under Store → Purchase history, which lists every order with its status and date. That list is the first place to look before you write to us.

6.2 Purchased coins are never taken away

Coins you paid for sit on top of your free weekly allowance and are never wiped by the Sunday reset, no matter how long you leave them. Free coins are spent before purchased ones, so paying does not make your weekly allowance smaller. If you ever see purchased coins disappear, that is a fault — tell us and we will trace the ledger, which records every single coin movement on your account.

6.3 When something goes wrong with an order

6.4 Refunds

Because coins are consumable virtual items delivered immediately on approval, purchases are final once the coins are credited. We will always put right anything that is our mistake — a duplicate charge, a rejected order that was still taken from you, the wrong pack credited, or coins that never arrived.

None of this affects statutory rights you may have where you live. If you believe you are entitled to a refund under the consumer law of your country, write to us and say so, and we will deal with it properly rather than point at this page. Where a purchase was made through the App Store or Google Play instead, their refund process applies, and we will help you evidence the claim.

Unspent coins are not refundable when you delete your account, and deleting an account destroys its balance permanently. Spend them first.

If an account is banned while it holds purchased coins, a separate rule applies and we contact you about a refund — see section 10.1.1 below.

7Voucher codes

A voucher is redeemed in the app on the Redeem screen. Type the code exactly as printed — codes are single-use and checked against our records the moment you submit, so a code either credits your account immediately or tells you why it did not.

There are only three ways it can refuse:

A successful redemption credits your account straight away and appears in your coin history. If the screen said success and the balance did not move, reopen the app first, then write to us with the code.

8Free weekly coins

Every player gets a free coin allowance that refreshes automatically every Sunday night. There is nothing to claim, no streak to keep alive, and missing a week costs you nothing.

The refresh sets your free balance rather than adding to it, so free coins do not stack up week over week — but it never touches coins you bought. If Sunday has passed and your free balance has not moved, reopen the app; if it still has not, tell us which week it was.

9Account and sign-in

9.1 Guest accounts

You can play without signing in. A guest account lives on that one installation: uninstall the app, wipe the device, or switch phones, and it is gone — with its coins and its history. We cannot recover it, because there is nothing on it that proves it was ever yours. Sign in with Google or Apple to make an account you can get back.

9.2 Cannot sign in

Sign-in runs through Google or Apple, so we never see or hold your password and there is nothing for us to reset. If sign-in fails, update the app first — most sign-in failures are old builds. If it still fails, tell us which provider you use, the exact wording of the error, and your device and OS version.

9.3 Two accounts by accident

Signing in with Google on one device and Apple on another creates two separate accounts. We cannot merge them — they are two histories and two balances — but if one of them holds coins you paid for, tell us and we will move that balance to the account you want to keep.

9.4 Changing your name or avatar

Both are yours to change in the app, any time, from the profile screen. If a name you chose is offensive we may reset it and tell you why.

9.5 Deleting your account

In the app: Settings → Delete account. It is immediate, it needs no approval from us, and you do not have to give a reason. If you have already uninstalled the app, file the request at diguapp.com/delete-account instead — that route cannot prove who you are on its own, so a human checks it, normally within 7 days.

Deletion is permanent. Coins, history and standings do not come back. Read section 9 of the privacy policy for exactly what is removed and the few records we must keep.

10Safety, reporting and bans

Digu has no chat and no way to send another player a message, which removes most of what goes wrong in online games. What is left is behaviour at the table and the name someone chose, and you can report both from inside the game — pick the player, pick a reason, add a note if you want to.

Reports go to a moderation queue that a person reads. We do not tell you what action was taken against another player, because that is their account, but every report is looked at.

10.1 If your account is banned

You will see a notice when you open the app. Bans are for cheating, abuse, or trying to break the game or the payment flow — not for losing badly or leaving matches occasionally.

10.1.1 What a ban does to your coins

Free coins — the weekly allowance and any promotional credit — may be revoked when an account is suspended or banned. They were a grant, not a purchase.

Coins that were paid for are not simply taken. If a banned account holds purchased coins, we email the account holder at the address on the account and ask for what we need to refund the purchased balance — the name on the account, proof of the original payment, and the bank details the refund should go to. We will never ask for a password, a card number, a PIN or a one-time code, and a message asking you for one is not from us. The full rule is section 7.2 of the Terms.

To appeal, email support@diguapp.com from the address on the account. Say when you last played and what you think happened. A moderator re-reads the reports and the match records behind the decision and replies either way — including when the answer is that the ban stands.

10.2 Children

Digu is not intended for young children, and there is no gambling and no cash prize in it. If you are a parent and your child has an account you want removed, write to us from your own address, say so, and we will handle it — see also the privacy policy.

11Notifications

Digu notifies you when it is your turn, when a match you are in moves on, and when coins arrive. All of it is optional.

• Turn categories on or off, and set quiet hours, in Settings → Notifications inside the app.
• Turn the whole thing off in your device's own settings, which overrides everything in the app.
• Notifications about money — a coin order approved or rejected — are treated as transactional and are sent even during quiet hours, because you asked for them by paying.

Getting nothing at all? Check the device permission first, then reopen the app so it can re-register the device. If that does not fix it, tell us your device, OS version and which notifications you expected.

12Privacy and data requests

Requests to access, correct, export or delete the personal data we hold go to the same mailbox: support@diguapp.com. Send them from the address on your account. We answer within one month, and usually far sooner.

What we collect and why, who processes it, how long we keep it and what rights you have are all set out in the privacy policy; what you and we each agree to are in the Terms. The short version: no ads, no advertising identifiers, no third-party tracking SDKs, and we do not sell your data.

13Things we cannot do

Said plainly, so nobody waits on an answer that is not coming:

• We cannot convert coins into money, or pay out a balance. Coins have no cash value and there is no cash-out.
• We cannot transfer coins, ranks or history between two accounts as a favour — only to correct a genuine mistake of ours.
• We cannot recover a guest account that was uninstalled or lost with its device.
• We cannot restore anything after an account is deleted. Deletion is permanent by design.
• We cannot reverse, replay or re-score a completed match.
• We cannot act on a purchase made from anyone other than the app's Store or diguapp.com/coins.
• We cannot tell you what action we took against another player you reported.

14Common questions

15Still stuck?

Write to us. Even a message that is only “something is wrong and I cannot explain it” is worth sending — we will ask the right questions from there.