"I can't claim this hex"
Claiming needs your phone to confirm you are standing inside the hex. It will refuse indoors with a poor signal, or when the reading places you in the hex next door. Stepping outside, away from glass, fixes most of it. If it keeps refusing where you are certain you are standing, tell us where and when — that is a bug worth chasing.
"Why does it need my location while the app is open?"
Because standing somewhere is the product. The app never reads your location in the background, and has no permission to.
"I bought something and nothing happened"
Purchases are verified with Apple before anything is granted, which usually takes seconds. If it has been longer, email us with the date and what you bought; nothing is ever charged twice for a claim that did not complete.
Delete your account
In the app: Settings → Your data → Delete account. It is two taps and a confirmation, and the confirmation tells you exactly what happens — your hexes are released immediately, your tiles and friendships are removed, and your profile is anonymised. It cannot be undone.
You can also export everything first, from the same place.
Reporting something on a hex
Every tile has a report action. Reports are reviewed, and anything flagged is hidden while it is looked at. You will never see a moderation queue — content publishes immediately and is checked afterwards.
Still stuck
Email support@thehexr.com. Telling us your username, roughly when it happened, and what you expected instead is usually enough to find it.