Youre here because, most likely, someone you care about has jumped into one of our games, and youre wondering, Are they safe in there?

We get it. Lets talk safety. Age-appropriate features, in-app purchases, privacy all concerns we take seriously. So were here to give you the info to feel in control.

To offer parents the best advice on online gaming safety, we've created this parents guide with contributions from Internet Matters, a leading online-safety organisation. It provides a wealth of information to help children stay safe, while enjoying our mobile games, and having the best experience.

Find answers to questions you might have about managing social controls, screentime, age limits, in-app purchases, privacy and more.

OUR PRINCIPLES

To ensure players can enjoy Supercell games in a healthy environment, we have a set of principles that have consistently served our players well:

Respect for Players: We pour our passion into creating the most enjoyable games. We prioritise game quality above any short-term considerations.

Transparency and Control: We want players to have complete control over their experience with our games. Before downloading, players should have clear information about the games content and be aware of any in-app purchase opportunities.

Responsive Support: If you or your child encounter any issues with our games, finding solutions should be easy. We provide guides like this one and help you contact the appropriate company for your issue, whether its related to payments (typically handled by Google or Apple) or the game itself (handled by us).

We are committed to making players gaming experience safe, fun, and worry-free.

UNDERSTANDING MOBILE GAMING ON SUPERCELL

What children can do on Supercell games

Play games

Supercell offers a range of games that children can play, including Hay Day, Clash of Clans, Boom Beach, Clash Royale, and Brawl Stars.

Socialise with others

Joining teams: Players can join teams (Clan, Neighbourhood, Club, or Task Force depending on the game) to chat, donate resources, and participate in game events together.

Friend System: Players can add friends to send and receive friendly battles, team up, and share game progress. We have specific safeguards in place to protect children from unsuitable content and preserve privacy in these social features. You can read more in section Supporting Safer Gameplay.

Take part in events and challenges

At times there are special events and limited-time challenges that offer unique rewards and experiences.

Personalise their experience

Players can customise villages, farms, maps and other in-game elements to personalise their experience in the game.

Make in-app purchases

While optional, children can make in-app purchases to speed up progress, buy cosmetic items, or acquire powerful resources (with parental supervision and appropriate safeguards in place, see section Using device-based settings to support safer gameplay for more information).

Make purchases in the Supercell Store

Children can optionally make purchases at the Supercell Store instead of in-app. Parents can control child access to visit or buy things at the Store.

Participate in Supercells ID Rewards program

Children can optionally collect points and earn rewards at id.supercell.com. Parents can control child access to this program.

How Supercell games work

How to find games - within App stores

Our games are globally available for free on iOS and Android phones and tablets. To start playing one of our games, simply download the game's app to a device via the Google Play Store (for Android devices) or the Apple App Store (for iOS devices).

What games are available?

We have launched seven games worldwide, each offering a unique experience:

All our games are designed to be easy to pick up and play, but they also offer depth and complexity for those who enjoy a more strategic challenge. Whether you enjoy building and strategy, fast-paced action, or relaxed simulation, our diverse range of games has something for everyone.

Find out more about our games here on our site.

What are the age limits on Supercell games?

Our games do not have general age limits. We have created a gaming experience suitable for our younger audience and precondition certain features with a legal guardians approval. Moreover, under our Terms of Service, users under the legal age of majority in their country of residence need their legal guardians approval of the Terms of Service before registering an account.

Please note: When you download our games from platforms like Google Play or Apple's App Store, you will find age recommendations in the app descriptions. These age or maturity classifications refer only to content suitability (similar to movie ratings like G, PG, or PG-13 in the U.S.), based on gameplay, animations, and other factors as assessed by the respective rating bodies. These ratings are independently determined by third parties and may not align with our Terms of Service.

For more information on how these categories are defined, visit the support websites for Apple and Google.

Are Supercell games free to play?

All Supercell games are free to download and play, offering optional "in-app purchases". In-app purchases are never required to play the game but can be used to enhance certain gameplay elements. In-app purchases vary in price, ranging from $0.99 to $99.99 (without taxes) in U.S. app stores, for example. In-app purchases are paid for with real money and are always clearly labelled as such. They are accessible "in-app", meaning that the options to make a purchase are found within the game app itself.

What can Supercell games offer?

Supercell games are designed to be fun and they can also offer positive experiences that go beyond play. When enjoyed in moderation and with guidance from parents, they can help children:

• Think strategically: Games like "Clash of Clans" and "Clash Royale" involve real-time strategies and encourage players to plan ahead, make quick decisions, and adapt strategies to changing situations.

• Collaborate and communicate: The games often require players to work together towards a common goal fostering teamwork and allowing players to build up their communication skills.

• Express creativity: Players can personalise villages, teams, or environments, using imagination to make their in-game world their own.

• Share moments together: Family members can play side by side or cheer each other on, turning screen time into shared time.

Online safety checklist

Supercell games offer fun, social play. Use these simple steps to help ensure a safer experience for your child.

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Helping children keep things safe and fair on Supercell

What is not allowed on the platform?

Our policies and Terms of Service are designed to create a positive gaming environment. Here's a summary of what is generally not allowed on Supercell's platforms:

For detailed and specific guidelines, players are encouraged to review our policies for more information:

Safe and Fair Play Policy
Terms of Service
Privacy Policy
Fan Content Policy

What happens if players violate our policies?

Violating our policies can result in various penalties, including temporary suspensions or permanent bans from our games. Our enforcement actions are designed to ensure a fair, safe, and enjoyable gaming environment for everyone. We employ both automated systems and manual reviews to detect and address violations. If you encounter any breaches of our terms and policies, we encourage you to report them to us.

Heres a summary of the account penalties that can be applied:

Need more information?

SUPPORTING SAFER GAMEPLAY

What tools can players use to enjoy a safer experience on Supercell games?

At Supercell, we continuously look for ways to ensure our games are played responsibly and securely. Here are some that are available:

Supercell ID

Supercell ID is an account management system developed to help players save and manage their progress across different Supercell games. It allows players to access their game accounts from multiple devices and ensures their game data is securely stored.

Parents can use the following features to manage and monitor their children's gaming activities across Supercell games.

Create a Supercell ID for a child

Parents can create a Supercell ID using a parent-controlled email address. This allows parents to monitor account activity and ensure the childs account is more secure.

Secure account information

It offers a secure login system that helps prevent unauthorised access to the child's game account with two-step email authentication. When a player logs into their Supercell ID account, a verification code is sent to the email address associated with the account eliminating the need to remember passwords.

Friend List

Supercell ID allows players to connect with friends. Parents can monitor and manage the childs friend list to ensure they are interacting only with known and trusted individuals.

Heres how you can set up your Supercell ID

Supercell Store

The web-based Supercell Store gives players extra bonuses. Players must log in to the Supercell Store with a Supercell ID. Parents who set up a Supercell ID for their child can share the Supercell ID with them. As long as no payment information (e.g., credit card details) is added to the Supercell Store, no purchases can be made.

ID Rewards

The web-based ID Rewards program rewards players for completing missions in game and for making some purchases. Players must also login to ID Rewards with a Supercell ID.

Using device-based settings to support safer gameplay

Outside of the Supercell platform, device-based settings can be used to help restrict in-app purchases to prevent accidental or unauthorised spending and set screen time limits.

Managing in-app spending

As long as no payment information (e.g., credit card details) is stored on a child's device, no in-app purchases can be made. If a parents payment information is added to the device to make in-app purchases for the child, its important to adjust password protection settings or disable in-app purchases entirely afterwards to prevent unauthorised transactions.

In-app purchase settings can be adjusted directly on a device and vary depending on the type of device you are using. Find the specific instructions below:

• Apple iOS devices (like iPhone or iPad)

• Google Android devices (like Samsung Galaxy, OnePlus, HTC, Nexus, etc)

Setting time limits on gameplay

Parents can manage their child's device usage by setting time limits through the devices settings or by using third-party apps. If parents want their child to take a break from a game, there is also a self-exclusion option available, which parents can request on their childs behalf. When the child is ready to resume playing, we can assist with unsuspending the account and restoring their progress.

How to set screen time controls on childrens devices

Google Play Store (Android):

You can also use the Google Family Link app to establish digital ground rules, manage apps, and monitor screen time on children's devices. It allows you to set up notifications that require parental approval for all in-app purchases. See instructions from Google here.

Apple App Store (iOS):

Screen Time settings enable you to set time limits for specific apps and categories on children's devices. You can also restrict in-app purchases and configure content and privacy restrictions. See instructions from Apple here.

How does chat work in Supercell games?

Supercell games have in-game chat functionality. Many of our players enjoy interacting with others through chat, and we work hard to maintain a safe and secure environment for that.

ALLIANCE CHAT

In all our games, players can talk to other players by joining an alliance (which is named as Task Force, Clan, Club, Team, Group, Lobby, or Neighbourhood, depending on the game). Alliances are player-created social groups for players to come together to cooperate, and compete together, inside the games. Once you join an alliance, you have access to the alliance chat functionality and can talk to the members of your alliance. Alliances can be closed, invite-only or open to everyone. In mo.co, players can also join larger global group chats called Communities, which have stricter word filters for chat.

Although alliance chats are limited to text messaging, it is still worth reminding young people about their digital footprint. Once shared, messages can be screenshot, re-shared and posted anywhere online.

SAFETY FEATURES

All alliance chats have an automated filter tailored to the player's age and team status. It's important for parents to ensure that their child's age is accurately set in the game. This helps in applying appropriate filters and restrictions based on age.

Advise your child to exit the team or game and talk to you if they feel uncomfortable chatting with someone they don't know. Remember, players can leave a team at any time and join or create another one. Additionally, the chat includes a report function that can be accessed directly, allowing players to report behaviour that goes against our terms. More details on this feature are provided in the next section.

Safeguarding with the filter

Our games use a word filter as a first line of defense against disruptive content. This ensures a safer environment for players, and prevents certain kinds of harmful or dangerous language from being used in our games. Parents can also monitor in-game chat to ensure safe interactions.

The filter ensures a positive and safe experience by reviewing all text and name submissions in our games, including chat, player names, team names, and descriptions. Enabled by default, it guarantees that everyone has an enjoyable experience while playing Supercell games. To offer the right experience for all, a stricter filter is employed with young players and in family-friendly settings.

Family Friendly Teams use a stricter filter

To better care for our younger players safety, we take special care to ensure we filter content that could reveal personal information or redirect young players to different locations online. Young Players can only join these Family Friendly Teams.

Want to learn more?

Managing data privacy

Protecting childrens privacy online is a top priority for us. If you are a parent or guardian and wish to review, modify, or delete personal data collected from your child, you may contact us. We will assess and respond to such requests in accordance with our procedures and relevant legislation, which may or may not allow for the release or deletion of the information.

Here are some things you need to know about the information that is provided to us.

Username

Our players are asked to set up a username during the game's tutorial. To protect our players security and privacy, we remind our players to choose player names that do not identify them in real life. Our filter also proactively blocks attempts to use real names in our games in line with our Safe and Fair Play Policy.

In some of our games, you are able to change the username through the in-game settings (open the game, tap on the gear-wheel icon and look for "change name").

Payment Information

We do not store any credit card information related to in-app purchases as the payment transactions are completed through Apple's App Store or Google Play (depending on your device) via the personal email address associated with that account.

Marketing

We may send news and updates about Supercell and our services to the email address connected with the Supercell ID account, if you have consented to receiving direct marketing. We do not provide personalised ads or personalised offers to young players in-game and do not share their personal data with third parties for marketing or ad targeting purposes.

Please find out more about our privacy and data processing practices from our Privacy Policy.

Reporting and Seeking Help

If your child encounters in-game issues, use in-game reporting features or contact Help & Support to seek assistance.

How can you report in-game?

If you or your child encounter a disruptive chat message violating Supercell's Safe and Fair Play Policy, report it by following these general steps:

• Open the game's chat.

• Find the message you wish to report.

• Tap the message and select "Report".

In some of our games, you can also report disruptive player and team names. Do this by going to the player or team page, tapping the disruptive name, and then tapping Report. Your identity as a reporter will remain confidential.

See steps on how to report issues within each game:

Need to contact our support teams?

• Open the game and navigate to the settings menu (usually represented by a gear icon).

• Select "Help and Support". Use the search function to find articles related to your issue. If you cannot find an article answering your issue, look for the chat button on the top right corner to contact support directly.

• Provide detailed information about the issue, including the player IDs and a description of the incident.

Get support from the Supercell website

• Visit the Supercell Support website: Supercell Support

• Choose the game you are playing.

• Browse through the FAQs or use the contact form to report an issue directly.

Tips for reporting effectively

• Be Specific: Clearly describe the issue, including what happened, when it happened, and any other relevant details.

• Follow Up: If you dont receive a response in a reasonable time, follow up through the same support channels.

By following these steps, you can help us maintain a positive gaming environment by ensuring that inappropriate behaviour is reported and addressed promptly.

What happens after a report?

Reports are reviewed by our moderators and we may take up to 72 hours to review your report. We take all reports very seriously and players who are found to violate our policies will be penalised (section What happens if players violate our policies? has more information on penalties). Reporting does not automatically result in a penalty on the reported player.

If we have missed anything, contact Help & Support or parents@supercell.com with details of what happened and when, as well as player IDs of those involved. If we need more information, we will be in touch.

How Supercell maintains the Safe and Fair Play Policy

Heres how we maintain our Safe and Fair Play Policy:

Provide policies on what is not allowed

Clear guidelines outline acceptable behaviour. Violations can result in suspensions or bans. Read our Safe and Fair Play Policy for more details.

Player Reporting System

Players can report suspicious behaviour in-game. Reports are confidential and thoroughly investigated.

Manual Review

Our moderators manually review player reports and proactively detected content, and take appropriate action against rule breakers.

Proactive Review

We employ different detection models to monitor in-game chat for harmful content.

Zero Tolerance for Disruptive Behaviour

We swiftly address harassment and bullying to maintain a positive gaming environment.

Communication and Education

We remind players to play fairly and report suspicious activity through in-game messages and initiatives.

Cheat Detection

We use advanced systems to detect and prevent cheating, regularly updating them to tackle new methods.

Regular Updates

We continually update our games to fix bugs and close exploits, ensuring a level playing field.

Account Protection

We encourage players to use Supercell ID to access their progress in games from anywhere anytime. Enabling account protection helps safeguard player accounts from malicious recovery attempts or maintain accounts in case of device change.

Got questions? - Get help

Get support with in-app purchase issue

I've made my in-app purchase, but I haven't received what I paid for. What now?

Usually, transactions are instant. However, in rare cases, it can take up to 48 hours for transactions to process through Apple or Google and then appear in a players game. It is recommended to restart the app by fully closing and reopening it, as sometimes a fresh connection to the servers can trigger the in-app currency to appear.

If it has been 48 hours and the transaction still has not appeared, heres what parents can do:

• Google Transactions: If the transaction is successfully charged, we can donate the missing in-game content. There is no need to contact Google, as we can handle this in-house.

• Apple Transactions: If the player prefers to receive the in-game content, we can manage this for them. If they would rather have their money refunded, they will need to contact Apple directly.

For any further assistance or issues, please feel free to contact our support team.

My child accidentally made an in-app purchase. Can I get a refund?

As with most downloadable software products, items bought in our games (in-app purchases) are non-refundable. In rare cases, exceptions can be applied.

If the in-app purchase was made on an Apple (iOS) device:

For in-app purchases made on an iOS device, Supercell is not able to handle refunds directly. Support can be found on the Apple support page by selecting "Billing and subscriptions" and choosing the option that fits best.

If the in-app purchase was made on a Google (Android) device:

Please send an email to parents@supercell.com or contact us directly through in-game support by going to Settings > Help & Support and then tap the blue Message Bubble in the top right of the screen to send us a message. Messages sent need to state the name of the game the in-app purchase was made in, account username and add the receipt of the in-app purchase. The transaction ID (looks similar to this - GPA.1234-1234-1234-12345) at the bottom of the document must be visible. Receipts for transactions are emailed to you by Google after each in-app purchase.

Please note: Receipts for any transactions are emailed to you by Apple or Google soon after each in-app purchase. However, in-app purchases may be bundled together if multiple items are bought and might take longer. These post-in-app purchase processes are subject to change by Apple or Google. Supercell doesn't offer any billing programs.

Where do I find my in-app purchase history?

To review in-app purchase history, please check the guides below:

Android

• Open the Google Play Store app

• Tap your Account icon

• Choose Payment and Subscriptions

• Select Budget and history

You can also enter Google Payments, then log in with your desired Google account.

iOS

• Open the Settings of your device

• Tap on your username, then tap Media & Purchases

• Sign in with your Apple ID

• Tap on Purchase History

Heres the Complete Guide on how to see your iOS in-app purchase history from different platforms.

I've seen another site that offers in-game products for Supercell Games. Can I buy from them?

Some third-party websites (i.e. any site not under the supercell.com domain) promise free items or deals that are too good to be true. These sites then attempt to collect your personal information, money, or both. Don't be fooled! This will often lead to your account being compromised and you will rarely receive the promised in-game products. In some cases, third-party sellers log in to your game account to deliver in-game products, which can lead to your account being stolen. Selling, redeeming or trading virtual in-game currency is otherwise not allowed by our Terms of Service.

Remember: the only way to make an in-app purchase is through the game itself on a mobile device. Any browser-based interactions with Supercell will take place on a website under the supercell.com domain.

IMPORTANT: We don't use passwords, only verification codes. In case of an account recovery request, we will need the verification codes from the player to complete the recovery. Verification codes should not be shared with anyone else other than Supercell Support.

I've received a bill for an in-app purchase that I didn't make. What should I do if I suspect fraudulent activity?

If neither you nor anyone else who has access to your device have played one of our games, but you have been billed for an in-app purchase(s) made within our games, it is likely that your Google or Apple account was compromised. If so, immediately contact Apple or Google by following the instructions below:

For Apple (iOS) devices:

Visit Apple support and select "Billing and Subscriptions" and choose the option that fits you best.

For Google (Android) devices:

Please send an email to parents@supercell.com in your message, please state the name of the game the in-app purchase was made in and add the receipt of the in-app purchase. The transaction ID (looks similar to this - GPA.1234-1234-1234-12345) at the bottom of the document must be visible. Receipts for transactions have been emailed to you by Google after each in-app purchase.

If youve already contacted Google about suspected fraudulent activity and theyve sent you to us, please contact us at transactions@supercell.com. Be sure to include specific details like what happened, when, and transaction ID receipts etc.

Get support with a lost account

Ive lost access to my account, how can I get it back?

If a player has lost access to their Supercell account, here are steps to take to try to recover it:

Use Supercell ID Recovery

Check Email for Supercell ID: If a Supercell ID was created, you should have a confirmation email. Search email inbox for "Supercell ID" to find the account email.

Log In Using Supercell ID: Open any Supercell game (like Clash of Clans, Clash Royale, etc.) and tap on "Log in with Supercell ID" to see if the account is listed. If it is, you can log in using the email linked to the Supercell ID.

If there is no access to an email or account, contact us through the game for help. Once you have an email to connect, open the game and go to Settings:

• Select Help and Support.

• Tap the blue Message Bubble.

• Choose the option related to account access and Supercell ID.

We will verify the account ownership through a series of questions. Once confirmed, you can recover your game progress.

Get in touch for more support

How can I contact Supercell?

We are easy to reach either directly from within the game or via email. Our well-trained support staff is happy to answer your questions 24/7 in the following languages: Arabic, Chinese (Simplified & Traditional), English, Finnish, French, German, Indonesian, Italian, Japanese, Korean, Portuguese, Russian, Spanish and Turkish.

Via email

You can send us an email at parents@supercell.com. In your email, be sure to include any specific details that might be useful, like what happened and when, and the player IDs of those involved. Please check that your personal information is not included in the supporting information.

In-game

Follow these steps:

• Open the game

• Open settings (tap on the gear-wheel icon)

• Tap on "Help & Support"

• Tap on the blue Message Bubble in the top right corner

Office location

Supercell's Headquarter is in Helsinki, Finland. Additionally, we have offices in San Francisco, Shanghai, Seoul, and London.

Other sections in the safety hub

Safe and Fair Play Policy | Guide for Children | Guide for Teens | Privacy Policy | Support

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