Help and FAQ

Last updated: October 22, 2026

Welcome! Here are answers to the most common questions. Can't find what you need? Write to us at support@ludogenie.com. A real person will answer.

Getting started

Do I need to create an account?

No. No account, no password. Your device creates a secret key that never leaves it. Your rights are called your "Lamp". Its identifier looks like this: L-7KQ2-9XHM.

How does free access work?

• You get 15 days of free full access.
• Every game and every mode is unlocked, except new releases (see below).
• No account and no credit card are required.
• Nothing renews. You will never be charged by surprise.

What happens after the first 15 days?

From day 16 to day 30, we give you 50 Ludo Tokens in every game. These are bonus tokens. They are used before your purchased tokens. At the top of the screen, the app shows the genie's gift and how many days are left to enjoy it.

At the end of day 30, bonus tokens are reset to zero. The Game of the Day then stays free, every day. To get all your favourite games back, you have two options:

Taxes are added based on where you live.

What about new releases?

Games in the "New releases" section of the gallery each offer 5 free discovery games, from the very first day, even during the 15 days of full access. After that, you need the Pass, which unlocks all new releases, or purchased Ludo Tokens. When a game leaves the "New releases" section, it follows the usual rules.

Ludo Tokens

How do tokens work?

Each game has its own balance. A game costs 1 token.

A pack adds its tokens to every game. Example: you have 70 tokens in poker and 90 in chess. You buy a pack of 100. You now have 170 tokens in poker and 190 in chess.

Is there a limit?

Yes: 500 tokens per game. Beyond that, tokens are not added to that game. The shop warns you before you buy.

Do my tokens expire?

Purchased tokens never expire. Only the day 16 to 30 bonus tokens are reset to zero, at the end of day 30.

Are tokens worth money?

No. Ludo Tokens have no monetary value. They cannot be wagered, won or exchanged. In poker, you play with play chips, which are something else. Ludo Genie is not a gambling site.

When is my token actually used?

At the start, your token is only reserved. It is used at the "commitment point", for example after 45 to 90 seconds of active play depending on the game.

• You stop before that point? The token is returned (up to 5 times per game per day).
• An outage before that point? The token is returned automatically.
• An outage or you quit after that point? Your next game of the same title is free for 24 hours.

What about online?

• Your opponent disconnects? You get your token back and the win is yours.
• You both lose the connection? Both tokens are returned.
• Your opponent does not show up? The tokens are returned.

Playing for free

What is the Game of the Day?

Every day, one featured game is offered. It is never chosen from the new releases. If you have no free access, no Pass and no tokens, you can play it once for free.

What is Generous Host?

With the Pass, you can invite a friend to an online game. They play for free. You can invite up to 3 different friends per month.

Can I play offline?

Yes, with the Pass. Your device receives a 24-hour offline pass. It renews each time you connect. Without a Pass, a connection is needed to reserve a token.

Your devices

How do I add a second device?

1. On your first device, open "My devices" and choose "Add a device".
2. A 6-digit code appears. It is valid for 10 minutes.
3. On the new device, enter that code.

That's it. Your Lamp can have at most 2 active devices.

How do I switch devices?

Remove the old device in "My devices", then add the new one. If the old one is lost, use "Recover my purchases" on the new one. You can replace a device at most 2 times per 30 days.

I cleared my browser. Did I lose everything?

No, your purchases are safe. Use "Recover my purchases" (see below). Your preferences and personal statistics, however, were only on the device.

Purchases and Pass

How do I recover my purchases?

1. Choose "Recover my purchases".
2. Enter the email on your receipt.
3. Enter the 6-digit code sent from noreply@ludogenie.com. It is valid for 15 minutes.

We never keep your email. We keep only an encrypted fingerprint used to recognize it.

How do I manage or cancel my Pass?

Tap "Manage my Pass" in the app. The secure portal opens. You can also go through link.com.

• Cancelling takes a few clicks, at any time.
• You keep your Pass until the end of the paid period.
• You receive a notice before each annual renewal.

How do I request a refund?

Write to support@ludogenie.com with your Lamp identifier and the purchase date.

• Pass: full refund within 14 days of your first purchase, if you played fewer than 10 games.
• Token pack: full refund within 14 days, if you used no purchased tokens.
• Error, duplicate purchase or not received: always refunded.

Details are in our Purchase Terms.

What will I see on my statement?

The descriptor "LINK.COM* LUDOGENIE". Link is Stripe's payment service. It acts as the official seller: it collects taxes and sends you the receipt.

Who sees my card number?

Only Stripe. Ludo Genie never sees or keeps your card number.

Online play

How do I play with a friend?

Choose a game, then "Play online". Share the code or QR code with your friend. The two devices connect directly.

Are my games private?

Yes. They are end-to-end encrypted. Our servers do not see your moves. They only see that a game took place, to manage tokens.

What about my nickname?

It is sent only to your opponent. It is never stored on our side. No insults, links or advertising: the filter blocks them. You can block a player at any time.

Security and privacy

What do you know about me?

Very little. No name, no readable email, no advertising, no tracking cookies. Everything is explained in our Privacy Policy.

What is no-trace mode?

It is a mode for playing without keeping history or statistics on your device. Handy on a shared device.

How do I delete everything?

Tap "Delete my Lamp". Your rights and data are deleted from our servers. Note: this is permanent, including for an active Pass and your tokens. You can also write to privacy@ludogenie.com.

Is Ludo Genie suitable for children?

The games are suitable for everyone. Children under 13 (under 14 in Quebec) need a parent's permission to make purchases. A parent can write to us at any time at privacy@ludogenie.com.

Contact us

We usually answer within 2 business days. Ludo Genie will never ask you for a pairing code, a recovery code or a card number.