Something went wrong outside. Tell an actual person.
One address, read by somebody who can go and look at the log that refused you. No ticket number, no chat widget, no hold music.
support@
That is the whole support system, and it is the same address the app opens when you tap Report a problem. There is nothing to try first: no phone line, no help desk, no forum where a question goes to be forgotten politely.
Put what happened in the subject line. "Refused catch, NVDA, Paris, Tuesday evening" gets sorted in about a second. "Hello" does not.
We are not going to promise a reply within some invented number of hours for everything, because we would be making the number up. One number here is not invented: 72 hours, for a contested refusal. It is what we aim for rather than a guarantee, and the next card says exactly what is behind it.
write to supportNobody here wants your key.
Not your private key. Not a seed phrase. Not a password, a verification transfer, a wallet connection to unlock your account, or a fee to release a catch. There is no situation in this product where support needs any of that, because there is nothing we could do with it that you cannot do yourself.
We answer mail. We do not open conversations, we never message first, and we have no staff in your replies, your comments or your DMs. Anyone doing those things is not us, however convincingly the name is spelled.
Refused is not final. Contest it.
Anti-fraud runs on evidence rather than on vibes, and evidence gets things wrong. A refusal you think is wrong is worth an email, and it is worth five specific lines, because those five turn a complaint into something a person can actually go and check.
1. Which drop.
The symbol and the place, the way the map names them: NVDA at Rue de Rivoli. A city on its own is not enough — the busiest carry more than a dozen.
2. Roughly when.
The day and the hour, and which country you were standing in. The log is written in UTC and you almost certainly are not.
3. Roughly where.
The street, or the nearest corner. Do not send a GPS trace or a screenshot of one; the position log is already ours and yours adds nothing we can check against.
4. The sentence you got.
Copied out, not summarised. Every refusal answers with one sentence and that sentence is the name of the rule that fired. It is the difference between a five-minute answer and a shrug.
5. Your wallet address.
The public one, the 0x…, which is what the log is keyed on. Never the key itself — see the card above, which means it.
When a catch is refused after the physical checks have passed, the server writes one line: the wallet, the drop, the city, the reason, the time. Give us the address, the drop and roughly when, and that line is findable — we can say which rule fired and whether it should have. Without them we have your impression of a map, which we cannot audit.
Write early, and here is why. That log keeps only the last few hundred refusals — the newest one pushes the oldest off the end, and nothing expires on a timer. On a quiet week that is a long memory. On a busy one it is days. A line that has already rolled off cannot be found by anybody, us included, and we would rather you knew that now than heard it as an excuse later. Giving it a real retention window is on the list and is not done.
A refused player may contest the decision and have it reviewed by a person. That part is not conditional and it is not reserved for legendary events: a human reads it, opens the log and answers. The 72 hours is what we aim for rather than a guarantee, because one mailbox with no ticketing system behind it should not be printing deadlines it cannot see coming. What a review buys you is a real answer about what the log says and a rule that changes if the rule was wrong. It is not a button that vends a catch on request, and pretending otherwise would make it worthless.
A copy, a correction, or the whole thing gone.
What is held, and why, is set out on the privacy page: your position while the catch screen is open, a short trail of recent fixes, a movement figure from the accelerometer, and the account itself — handle, display name, avatar, bio, wallet address and catch history.
To ask for a copy, a correction, or to object to something, write to support@touchgrass.family from wherever you like and name the wallet address or the handle on the account. To delete it, go to delete my account — it walks you through getting your key out first, then hands you a written request. There is no one-tap button yet, and that page says so.
The GDPR gives a controller one month to answer a request like that. That is the legal ceiling and not an ambition.
The legal name and postal address are sent by reply to anyone who asks, and both appear here and on the privacy page the day the registration completes. Meanwhile support@touchgrass.family reaches a human today, which is the part you actually need in order to exercise a right.
Your tokens. They are transfers on a public chain and nobody can remove them, us included. Deleting the account also ends your access to the wallet it was holding, so export the key first from settings or that wallet goes with it, permanently.
Six answers before you write.
It says location is denied and it never asks again.
iOS asks once, ever. After a refusal nothing inside the app can bring that prompt back, which is why the button opens Settings instead — Location has to be switched on for Touch Grass there. Android does the same after the second refusal. And if Precise Location is off on iOS, the app is not broken: the map still works, but no catch can go through, because every fix arrives deliberately fuzzed to a few kilometres and no honest server can accept that as proof you stood anywhere.
It says I am too far and I am standing on the thing.
The catch opens at 40 m plus half of whatever accuracy your phone reports, so a shaky fix earns a wider circle than a sharp one, out to about 73 m. Past 65 m of accuracy the answer stops being a distance and becomes "GPS accuracy is 84 m. Get out from under that roof." That is what a fix bouncing off a glass tower, a covered gallery or an underground car park looks like from here. Step into the open, watch the accuracy fall, then hold. Walking further is the one thing that does not help.
Someone just took this one.
Drops are shared and finite, and that is the whole design: scarcity lives on the map where you can see it before you walk. A drop that has been caught sleeps for 25 minutes, and gives out 24 catches in a UTC day before it goes quiet until midnight. The refusal tells you when it wakes and the map shows which drops are awake right now. Your own wallet also waits 2 hours between catches, 3 in a day, which is the game telling you to go somewhere else.
The hold reset when I looked at a message.
On purpose, and it is the least popular sentence on this page. The server wants 4 position fixes spanning at least 20 seconds and none older than 3 minutes. iOS stops delivering position the instant the app leaves the screen, so a trail that survived a phone call would have a hole in it — and a hole in a trail is indistinguishable from a teleport. Rather than refuse you for something nobody could explain afterwards, the app throws the trail away and you stand there for another 20 seconds. Keep the screen up.
The catch was smaller than the drop said.
A brand new wallet is the one thing a farm can make for free, so drop size is earned rather than given. A wallet that has never caught anything receives 25% of the amount on the map, a wallet with one catch receives 60%, and from catch number 3 it is the full amount from then on. The claim screen says which rung you are on and how much is left of the climb. Keep the same wallet and that is about 4 hours of walking; make a fresh wallet every time and you sit on the floor permanently, which is exactly the point. The live numbers are published at /api/vault, not only written here.
I signed in with Apple in the app and my catches are missing.
They are not missing, they are on your other account. Sign-in goes through Privy, each provider is a separate identity with its own wallet derived for it, and there is no merge — not in the app, not on the site, not by us, not in Privy's own tooling. The website offers Google and X. The app offers those two plus Apple, so an Apple sign-in on the phone can land you somewhere brand new. If your app account is Apple-only, do not fix it by signing in with Google on the website, because that makes a third one: open Your account in the app and use Link Google or Link X. Linking adds a second door to the same person and provably moves neither the wallet nor a single catch. If two accounts already exist, write to us — we cannot join them, but we can tell you which address is holding what.
Reverse a transfer.
A catch is an ERC-20 transfer on a public chain. Once it is sent nobody here can pull it back — not out of a scammer's wallet, not out of a typo.
Recover a lost key.
The wallet is non-custodial. Privy derives it for your account and we never hold it, so there is nothing on our side to send you. Export it while you still can.
Merge two accounts.
Not a policy, a fact. Two sign-in providers are two identities with two wallets, and no merge exists in the app, on the site, or in Privy's own tooling.
Tell you what to do with your money.
We are not licensed to give investment advice and are not going to pretend otherwise in an email.
A Stock Token is a token representing a derivative contract with Robinhood Europe UAB that tracks the price of a listed share. It is not a share and confers no shareholder rights. Its value fluctuates and may fall. It is not covered by any investor compensation or deposit insurance scheme. Walking is not earning, and nothing here is an income. 18 or over, in the EU, and not open to US persons.
Still stuck? support@touchgrass.family. Or read what you are actually holding.