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FAQ

Help me!

You find different games at Pointvoucher we have endless runner, archade and Match 3 games. For details on a specific game go the the game’s “Settings” and press “How to play”.

In all Pointvoucher’s games you earn voucher points for the time you spend in the game. The points can be used for vouchers in the voucher shop associated with the game and in Pointvoucher’s own shop.

You can exchange the points you earn in the game for vouchers for real products and experiences. The voucher is sent to you by email, and you claim it by taking it to the game provider where you will get your product or experience or it is send to you as digital merchandise.

Go to the game’s voucher shop by clicking the gift icon at the top right side of the game, or go to www.pointvoucher.com and choose a voucher shop from the drop down menu, where you can see all the great products and experiences available.

Yes. All Pointvoucher’s games are free to play. In each game you can buy fun boosters and extra lives, coins and jewels. All levels can be completed without help, but of course it’s faster and easier with the help of boosters or power-ups.

Once you’ve downloaded the game, open the app and tap Create Profile. Choose your sign up method; by Facebook or your email address and a password. When your registration has been completed, you’ll receive an email with a confirmation link in it to confirm we’ve got the right person as well as address. Click the link to confirm, so we can make sure your vouchers will arrive correctly to you.

If you don’t receive the confirmation email to the email address you expected, please double check which email address is registered to your Facebook profile. It’s easy to do by going to www.pointvoucher.com > Log in with Facebook > My Profile.

Here you can view and change the information which was taken automatically from your Facebook account during sign up. If the email is incorrect, please change it and click Update to get a new confirmation email sent to you.

You automatically earn voucher points when you play, so the more you play, the more voucher points you earn. You can keep playing the same level over and over again if you so desire in order to keep earning voucher points.

Please note: You need to be online and logged into your account to earn voucher points.

You can earn a maximum of 30,000 voucher points a day (00:00:00 to 23:59:59 CET). You’re welcome to play as much as you like, but you can’t earn any more voucher points until a new day starts.

To view your voucher points, go to www.pointvoucher.com > Log in > My Points. Filter the games in the drop down menu to view each game’s current points.

Your voucher points will expire after 1 year.

You have to be online and logged in in order to earn voucher points. If the text next to the gift icon says “Log In”, you’re not logged in. Click it or go to Settings to log in.

You may have reached the maximum number of voucher points you can earn per day. The daily limit is 30,000 voucher points. Play again tomorrow to earn more voucher points (days start at 00:00:00 CET and end at 23:59:59 CET).

No, voucher points that you earned in one game can be used in either Pointvoucher’s own shop or in the game’s voucher shop. It’s not possible to spend your voucher points across games/voucher shops.

Voucher points are a “currency” in the voucher shop, when you claim vouchers. The more points you have, the more you can claim.

Go to the game’s voucher shop by pressing the gift icon in the top right of your game screen and click Go to Voucher Shop. Or go to www.pointvoucher.com and choose your voucher shop.

The price for each voucher is stated in points. Click More to see where to redeem the voucher as well as expiry date and any other terms that may apply.

Press Claim to read and accept the terms and conditions, and click Confirm to confirm your transaction. The voucher is then sent to the email you provided when you registered your account.

You can always go to My Vouchers at www.pointvoucher.com to view, print or resend your vouchers. Click your own image at the top right corner to get to My Vouchers menu.

Yes! The expiry date is stated on the voucher before you claim it, and it’s your sole responsibility to ensure you have the time and opportunity needed to claim it before it expires.

The expiry date is also stated on the voucher that’s sent to you by email.

If you’re not able to attend the voucher experience you’ve claimed (an amusement park visit for example), you’re welcome to send us an email, and we’ll see if we can refund the points that you’ve spent. We make no refund guarantees, but of course we appreciate unfortunate and unpredictable circumstances.

Yes, of course you may!

Log into you profile at www.pointvoucher.com > My vouchers > Show > Resend.

Please check the expiry date and terms of use of the voucher. Maybe you’ve have already claimed your voucher? A voucher can only be claimed once.

There are several options:

First of all, make sure you’re logged into your profile.

Remember to confirm your email, so we can send your vouchers to you. If you’ve lost the first one, go to www.pointvoucher.com > My Profile and update your email. Open the confirmation email that’s sent to you and click the link to complete the confirmation steps.

Maybe you don’t have enough voucher points to claim the voucher? You can check your current voucher points status at the top right when you’re logged into the game.

There’s a chance the voucher you’re trying to claim has sold out. If you have any questions, please contact us.

You can claim three vouchers per day - that can be 1 from 3 shops or 3 vouchers from 1 shop. What ever you feel like:-)

We update our voucher shops from time to time, so pop by once in a while to see all the new stuff.

Currently we support Android and iOS devices with minimum operating system version for Android being 4.0.1 and for iOS 8.0, all with a minimum of 256 RAM memory to be able to run the game. For Apple devices we support from iPhone 4s and up and iPAD 2 + newer devices.

The game cannot be downloaded on Windows devices.

Unfortunately there’s a common issue with certain phones making it difficult to download or play newer apps. You may also encounter problems with instability if you’re playing on a Samsung S3, or login problems if you’re playing on a pre-2013 device. We are aware of the issues and are working on a solution.

On iOS, you might have parental control turned on. You can disable it by going to Settings > General > Tap Restrictions > Turn off restrictions for the game.

On Android, this is typically an issue with Google Play. Go to Settings > Apps > Google Play > Clear Cache (not data!).

Make sure that you do not have a lot of other apps running at the same time, as this could have a significant impact on the performance of the game. On Android, you can try clearing the cache (not data).

Please note: If you clear data or delete the app and install it again, your game progression will be deleted.

Yes, you are able to play the games, but you will not be earning voucher points, and you cannot make in-app purchases until you are online again.

Yes. We save all the voucher points that you’ve earned, while you’ve been logged into the game. Your points are only saved, if you’re logged in while playing.

If you delete the app and reinstall it, your game progression (the level points) is deleted.

Your normal level points (game progression) will not be transferred to a new device. Voucher points are, however, saved.

Test from a computer/laptop that is logged into your Facebook account whether the problem is related to your login or the Facebook connection to your Pointvoucher account.

Go to www.pointvoucher.com > Log In > Log in with Facebook.

If you’re able to login from the computer but not your phone/tablet, it’s likely due to someone else having been logged in to his/her Facebook account on the device you’re using.

In this case, you can reset your FB login on the device by following these steps:

  1. Log out of the game. If you’ve got multiple Pointvoucher games installed, log out of all of them.
  2. Check the Facebook App Settings on your device. Be aware of auto-login settings - check to see that they are yours and that they are correct.
  3. Open the Facebook App and click log out, regardless of whom is currently logged in (even if it is yourself).
  4. Log into your account.
  5. In all installed browser apps (Internet Explorer, Chrome, Safari, Firefox, etc.): log out of www.facebook.com and log in with your account.
  6. Go to www.pointvoucher.com in all browser apps, and log out.
  7. Open the game app and try to log in again.

If you need any assistance, please contact us.

Help us help you by providing as much information as possible, such as:

  • Which game are you playing?
  • Which phone or tablet are you using?
  • Which operating system (+ version)?
  • When did the problem occur?
  • Always send screenshots when possible and relevant.

Yes! In order to complete the levels easier and faster, you can buy lives, boosters, powerups and coins in the game. But you can also just play for free and without help… a challenge that’s going to take a little more time.

If your in-app purchase fails, try closing the app and opening it again. If that doesn’t solve your issue, press “Restore purchase” in the game’s Settings menu.

Before contacting us, please make sure that your purchase has in fact been completed and money has been deducted from your account.

If you would like us to refund your purchase, please send us a screenshot of your App Store or Google Play reciept.

If you have any further questions regarding purchases or credit card use, please contact Google Play or App Store.

If you have questions that are not covered in our FAQ, or if you would like to comment on or suggest anything regarding games or vouchers, please feel free to contact us. We’re looking forward to hearing from you!

Tivoli Puzzle: tivolipuzzle@pointvoucher.com

Far til Fjorten: kundeservice@etrack.bilka.dk

The Big One: thebigone@pointvoucher.com

Tuborg Derby: support@tuborgderby.dk

Do you have

any questions?


Contact us at

kundeservice@etrack.bilka.dk