posted this on August 24, 2012, 20:58
Question: How can I request a refund for the purchase I didn’t receive?
Answer: You can request a refund for your purchase in the following way:
• Locate the receipt for the purchase in question (it was automatically sent to your e-mail address associated with your iTunes account)
• Tap on the “Report a Problem” link in the receipt.
Or you can do it following the next steps:
• Start iTunes on a Mac or a PC and open the Store
• Then click “Account” in the Quick Links section
• Log into your account if necessary
• Scroll down through the Purchase History
• Click on the arrow icon to the left of the purchased item
• On the next screen, click the “Report a Problem” button at the bottom
• Then click on the “Report a Problem” link where the purchase in question appears
• An online form will open in your default browser
• Choose the reason for the refund and press the “Submit” button.
Question: I didn´t receive the invest points I´ve purchased from within the app. What should I do?
Answer: Sometimes it takes awhile to deliver invest points to your game. Please wait some time and make sure your internet connection is stable enough for that procedure. Please be informed that some of our players do experience this problem and our Technical Team is working on fixing it. Sorry for the inconvenience. You are very welcomed to contact our Support Team with the detailed description of your issue that would be very helpful in its resolving in the fastest way possible. Thank you for your assistance in advance.
Question: I want to transfer my game progress to my new device. What should I do in this case? Answer: To transfer your game progress to another device, please back up your previous device data and restore it on your new device using iTunes. You will find more information about backing up your device data here: http://support.apple.com/kb/HT1766?viewlocale=en_US . Notice that the game should be installed on your new device before you restore your backup on it.
Question: I am experiencing some problems with the game. Should I reinstall it? Answer: Please avoid reinstalling the app because your game progress and purchase items will be lost. Keep in mind that the game goes in real time and it recharges statuettes and energy even when the app is minimized or closed. In case the app is reinstalled your game progress and purchased items are lost. If the game has some issues, please contact G5 Support Team and one of our representatives will get back to you as soon as possible.
Question: I have already played this game on my previous device and now I’ve got a new one. How can I transfer the game progress I’ve already made to it? Answer: Due to certain technical reasons it is impossible to transfer your game progress from one device to another. In case you reinstall the app, your game progress and purchased items are lost.
Question: The game doesn’t run after installation or shuts down during play.
Answer: To ensure optimal performance of the game, it is recommended that you restart your device after installing a new application. To restart your device, press and hold both Home and Power buttons for about 10 seconds until the device restarts.
Question: The game takes too long to launch. What am I to do?
Answer: Please keep in mind that the game goes in real time and it earns you credits and energy even when the app is minimized or closed. Trying to open the game your city works out what has happened during the time you were away and it might take some time to launch completely.
In case you´ve been waiting awhile and the application hasn´t launched, please contact our support team at email@example.com and provide us with more detailed information concerning the issue you´ve faced:
What device are you using to download the application?
Did you try to reboot your device?
What firmware version are you currently running on your device?
Does your internet connection work correctly?
Any other details you consider worth mentioning are very welcomed.
Question: I would like to start a new city in Virtual City Playground. How can I do that? Answer: Unfortunately, there is no way you can start another city within the current application. In order to build a new one you need to delete your application and reinstall it. Thus, your progress will be lost and you will start working on another city. Sorry if the game feature has caused any kind of inconvenience for you.
Question: How can I move/ delete/ rotate buildings after the 1.16 update of the game?
Answer: Please follow the steps below:
• Tap and hold down the building till the arrow pointing up becomes green.
• If you want to move the building, please place it on the other spot of the city and tap the green checkmark button below the building.
• If you want to remove the building, just tap Remove button (with a bulldozer on it).
• If you want to rotate the building, tap the white arrow and then the green checkmark button below the building.
Question: My city credits disappear when I minimize or close the game. What should I do?
Answer: We are terribly sorry for the inconvenience. Our Technical Team is aware of this problem and is currently working on fixing it. Please wait till the next update becomes available to overcome this problem. Thank you for your patience and understanding.
Question: I don´t know how to build Oil Derrick or Plastic Factory. It tells me to build one but I can´t find it anywhere. What should I do?
Answer: If you need to find an Oil Derrick and a Plastic Factory, please, tap the Build Tab, swipe the menu to the left and choose Cosmetics. You will find Dairy Farm, Recycling Plant, Oil Derrick, Grain Farm, Extract factory, Plastic Factory, Cosmetics Factory and Shopping Mall there.
Question: I don’t receive new quests. What should I do? Answer: Please be informed that if you don’t get any new quests within 24 hours, it means that you’ve completed all available quests. You can continue playing game using invests points to unlock the stuff for decorating and developing your city. With the nearest update we are going to prepare new quests where you can unlock the new stuff completing levels and quests step by step. You can receive invest points as a reward for completing levels or you can buy invest points.
Question: The game doesn´t recognize that I have fulfilled the goal to add all houses to Dumpster´s route. What should I do?
Answer: Please make sure all newly-built houses and Recycling Plant are added to the dumpster´s route. Keep in mind that your vehicle should be upgraded. If the problem persists, try to delete your trash-collector if any, sell and buy a dumpster again and assign its route through all houses. The issue should now be solved. We apologize for this inconvenience and will try to fix it in the nearest future.
Question: I want to listen to my own music during play on my iPad.
Answer: You can do it in the following way:
On the Home screen, locate and tap the icon "iPod".
Choose the option "Music".
Choose the preferable music track.
Press the Home button.
On the Home screen, tap on G5’s game you would like to play.