Hidden City®: Mystery of Shadows

Question: I have started the new Room of Fate event and it has vanished. What should I do?

Answer: Our Technical Team is currently working on isolating the problem and fixing it. We would appreciate some additional information to speed up the fix. Please contact our Support Team at support@g5e.com and provide the detail description of your issues including details below:
• Your G5 Friends Profile Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game
• Your IDFA number.

Here’s how to find your IDFA:
∙ Launch the game on your device.
∙ Wait for the page with our games to appear.
∙ Tap the hidden button in the upper left hand corner on our “Continue to Game” screen and an automatically created letter form will appear.
∙ Your DI / IDFA will be indicated at the bottom of this letter.
∙ Simply tap Send and your DI / IDFA information will be sent to us; you don’t need to do anything else.
∙ Or you can simply copy the DI / IDFA from the form and send it in your reply to this email.

Thank you for your understanding and cooperation.

 

Question: Since the 1.13.1302 update, the game crashes when I try to enter certain locations. What should I do?

Answer: Our Technical Team is currently working on isolating the problem and fixing it. We would appreciate some additional information to speed up the fix. Please contact our Support Team at support@g5e.com and provide the detail description of your issues including details below:
• Your G5 Friends Profile Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game
• Your IDFA number.

Here’s how to find your IDFA:
∙ Launch the game on your device.
∙ Wait for the page with our games to appear.
∙ Tap the hidden button in the upper left hand corner on our “Continue to Game” screen and an automatically created letter form will appear.
∙ Your DI / IDFA will be indicated at the bottom of this letter.
∙ Simply tap Send and your DI / IDFA information will be sent to us; you don’t need to do anything else.
∙ Or you can simply copy the DI / IDFA from the form and send it in your reply to this email.

Thank you for your understanding and cooperation.

 

Question: I can not open the drawer to retrieve the objects in Room of Fate location since the newest 1.13.1302 update has been launched. What should I do?

Answer: We are happy to report that the problem you encountered was a temporary issue that has been isolated and fixed. In order to apply the fix to your game, please follow these steps:

First, you’ll need to close the game app completely:
∙ Press the Home button twice and all minimized apps will appear.
∙ Swipe upwards on the app window to remove it from running in the background.
∙ Launch the game with the stable internet connection.

 

Question: I do not receive any rewards after I play the mini-games like Crystals, Expedition, etc. This has started since the launch of the Master of Time event in 1.13.1300 update.

Answer: Please be informed that our Technical Team is currently working on fixing the problem of rewards not being credited to your game. In the meantime, we have found a temporary solution for this problem.

Try restarting the game after completing each mini-game while we are working on a permanent fix. You can do that in the following way:
1) Double-click the Home button to see your most recently used apps.
2) Swipe right or left to find the app that you want to close.
3) Swipe up on the app's preview to close the app.

Note that you need to restart the game each time you have completed a mini-game successfully to make sure items are credited to your game.

The update 1.13.1301 with the fix is on it's way, make sure you'll download the update for this application in time to apply the fix.

 

Question: The Tree of Life Event disappeared from my game. What should I do?

Answer: We are delighted to inform you that our Technical Team has resolved this issue. Please make sure you have a stable Internet connection and then launch the app. Note that you may need to restart the app to ensure optimal performance.

Question: My Autumn Lanterns were not swapped for the Ice Keys. What should I do?

Answer: Please be informed that we have implemented a new universal item for you to enter the special locations – Skeleton Key. All the items necessary to search them (Small Birds, Autumn Lanterns, Holy Water, etc.) were converted to the Skeleton Keys, but not to the Ice Keys that are needed to search the Santa’s Workshop scene. They can be found in any location or a mini-game.

 

Question: My game freezes when I try to open a Christmas gift. What should I do?

Answer: Our Technical Team is currently working on isolating the problem and fixing it. We would appreciate some additional information to speed up the fix. Please contact our Support Team at support@g5e.com with the detailed description of your issue and a screenshot of the part of the game where the issue occurred. Thank you for your kind assistance.

 

Question: My game keeps crashing after the 1.11.1100 Christmas update. What should I do?

Answer: Our Technical Team is currently working on isolating the problem and fixing it. We would appreciate some additional information to speed up the fix. Please contact our Support Team at support@g5e.com with the detailed description of your issue. Thank you for your kind assistance.

 

Question: I made a purchase of the Ice Keys, but they were not delivered to my game. What should I do?

Answer: Our Technical Team is currently working on isolating the problem and fixing it. We would appreciate some additional information to speed up the fix. Please contact our Support Team at support@g5e.com with the detailed description of your issue. Thank you for your kind assistance.

 

Question: The Mystery of the Ghost Train Event disappeared from my game. What should I do?

Answer: Please be informed that our Technical Team is currently working on isolating the problem and fixing it. We would appreciate some additional information from you to speed up the investigation process. Please contact our Support Team at support@g5e.com with the detailed description of your issue for us to investigate your matter as quickly as possible. We are thankful for your patience and will do our best to find a solution as soon as possible.

 

Question: I did not receive the purchase in the game. What should I do?

Answer: Please be informed that our Technical Team is currently working on isolating the problem and fixing it. We would appreciate if you are able to help us and provide with some additional information to speed up the fixing process. Please contact our Support Team at support@g5e.com with the detailed description of your issue for us to investigate your matter as quickly as possible. We are thankful for your patience and will do our best to find a solution as soon as possible.

 

Question: I have lost all my progress and collected items in my game. What should I do?

Answer: Please be informed that our Team is working to implement a fix as quickly as possible. Please avoid playing these games until we notify you.

We need the following details to help us resolve this matter swiftly:

• Your G5 Friends Profile Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game

After getting this information, it may take us up to several business days to isolate the core of the incident and restore your game progress.

Also, keep checking your store app for the alert about a new available update with the fix for your game.

We are thankful for your patience.

 

Question: After applying 1.7 update all my progress was erased. What should I do?

Answer: Our Technical Team is aware of the problem, and they are working to implement a fix as quickly as possible. While they are devising a solution, please close your app and do not launch it until we notify you. We need the following details to help us resolve this matter swiftly:

  • Your G5 Friends profile name
  • The email address associated with your G5 Friends profile

 

Question: I updated my game to the 1.7 game version and the Wishing Well timer is stuck. What should I do?

Answer: Please be informed that our Technical Team is currently working on isolating the problem and fixing it. We would appreciate if you are able to help us and provide with some additional information to speed up the fixing process. Please contact our Support Team at support@g5e.com with the detailed description of your issue for us to investigate your matter as quickly as possible. We are thankful for your patience and will do our best to find a solution as soon as possible.

 

Question: After applying 1.7 update I lost all collection, inventory and weapon items. What should I do?

Answer: Please be informed that our Technical Team is currently working on isolating the problem and fixing it. We would appreciate if you are able to help us and provide with some additional information to speed up the fixing process. Please contact our Support Team at support@g5e.com with the detailed description of your issue for us to investigate your matter as quickly as possible. We are thankful for your patience and will do our best to find a solution as soon as possible.

 

Question:     I updated my game to the 1.7 game version and when I tap on any location, I receive the error message “Content is in download queue!”. The quests’ icons are shown as chests, and I can see only monsters’ silhouettes instead of the monsters’ full image.

Answer:        Please wait some time for the game content to be completely downloaded and all icons/ images to be displayed correctly. Make sure that your internet connection is stable and restart the game to ensure its correct operation.

 

 As for restarting the game, please follow the next steps:

• Press Home button twice and all multitasking apps will appear 
• Swipe up the app you want to remove from running in the background 

• Press Home button again to go back to the desktop and launch the application.

 

Question:     I want to complete the quest and when I tap on “Show me” button, the error message “This content is not yet available for download” appears on the game screen.

Answer:       In order to eliminate the error message and proceed with the quest, please restart the application. Please note that you need to have a stable internet connection while restarting the app.

As for restarting the game, please follow the next steps:

• Press Home button twice and all multitasking apps will appear 
• Swipe up the app you want to remove from running in the background 
• Press Home button again to go back to the desktop and launch the application.

 

Question: I play the game in Chinese and after the 1.7 update my game crashes.

Answer: Our Technical Team is aware of the issue and they are currently investigating the cause of it. To overcome the issue in the meantime, please change the language of the game to any other language and launch the game. Play the game for some time and switch back to Chinese.

To change the language of the game, please follow the next steps:

1. On the Home screen, locate and tap the icon with an image of a gear (“Settings”).

2. Find the game Hidden City: Mystery of Shadows in your Applications list in the left part of the screen and tap on it.

3. In the right part of the screen the option “Language” will appear.

4. Tap on the language you want to choose.

 

Question: When I enter my game, all my progress was erased. What should I do?

Answer: Our Technical Team is aware of the problem, and they are working to implement a fix as quickly as possible.  While they are devising a solution, please close your app and do not launch it until we notify you. We need the following details to help us resolve this matter swiftly:

  • Your G5 Friends profile name
  • The email address associated with your G5 Friends profile

 

Question: After updating my game to 1.4 version, my in-app purchases disappear.

Answer: Please be informed that our Technical Team is currently working on isolating the problem and fixing it. We would appreciate if you are able to help us and provide with some additional information to speed up the fixing process. Please contact our Support Team at support@g5e.com with the detailed description of your issue for us to investigate your matter as quickly as possible. We are thankful for your patience and will do our best to find a solution as soon as possible.

 

Question: I am unable to connect to my G5 Friends account, I get the error message "Connection to G5 Friends network lost".

Answer: Please be informed that our Technical Team is aware of the issue and they are working on fixing it as quickly as possible. We are thankful for your patience and will do our best to find a solution as soon as possible.

  

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 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: In order to restore your game progress, please log into your G5 friends account. You can do it in the following way:

- In the game please tap the 'Friends' icon in the bottom of the screen.

- In a new window tap 'My Profile' in the very bottom of the screen. 

- Tap 'Change Player' link under the avatar.

- In a new window log in with your nickname and password you used in your old game.

 

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 cannot post my achievements to Facebook. What should I do?

Answer: When posting an achievement, you should leave a comment or fill in a couple of words in "What´s on your mind" box. After that the achievement should be posted to your wall.

Apparently, Facebook is experiencing some problems at the moment. Hopefully, this issue will be resolved soon and you will be able to post your achievements again. We will keep you up-to-date on any new information on this issue. You can get more details contacting Facebook Help Center support specialists.
Sorry for the inconvenience.

 

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. 

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: 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:  I purchased the game but with recent Sync the game has vanished from my iPad. How can I restore it?

Answer:  Start iTunes, go to iTunes Store, sign in with the same account you used to purchase the game. Find the game page in iTunes. Press "Buy". If you purchased this game previously iTunes knows it and will offer you to re-download the game for free. Press "Yes", download will start. Sync once the game is downloaded.

 
 
Question:  I cannot download the game I purchased from my iPad. It keeps me waiting for a long, but without any result.

Answer: Sometimes it takes longer than usually for the game to be downloaded, so you need to wait for a while. You can also try to restart iTunes or reinstall the application using your PC. You can reinstall the application in the following way:

  1. Start iTunes.
  2. Go to iTunes Store.
  3. Sign in with the same account you used to purchase the game.
  4. Choose the option “Downloads”.
  5. Delete the current loading.
  6. Find the game page in iTunes, press “Buy”. If you purchased this game previously, iTunes knows it and will offer you to re-download the game for free.
  7. Press “Yes”, download will start.
  8. Sync once the game is downloaded.
In case you still cannot download the application, you need to contact Apple Support (http://www.apple.com/support/) as the problem is not likely caused by the application and should be forwarded to the App Store Support which is in charge of suchlike issues.
 
 
Question:     I cannot download the game I purchased from my PC. It keeps me waiting for a long, but without any result.

Answer:       Sometimes it takes longer than usually for the game to be downloaded, so you need to wait for a while. You can also try to restart iTunes or reinstall the application using your PC. You can reinstall the application in the following way:

  1. Start iTunes.
  2. Go to iTunes Store.
  3. Sign in with the same account you used to purchase the game.
  4. Choose the option “Downloads”.
  5. Delete the current loading.
  6. Find the game page in iTunes, press “Buy”. If you purchased this game previously, iTunes knows it and will offer you to re-download the game for free.
  7. Press “Yes”, download will start.
  8. Sync once the game is downloaded.
In case you still cannot download the application, you need to contact Apple Support (http://www.apple.com/support/) as the problem is not likely caused by the application and should be forwarded to the App Store Support which is in charge of suchlike issues.

  

Question:     I want to switch to another language in the game on my iPad but I don't know how to do it.

Answer:       You can do it in the following way:

  1. On the Home screen, locate and tap the icon with an image of a gear ("Settings").
  2. The Settings screen will appear. In the side menu on the left you will see a subsection with the settings of the apps installed on your device. Tap on G5's game which language you would like to change.
  3. On the right side select the option "Language".
  4. Press the Home button.
  5. On the next screen select the language that you want the game to use. The option "Auto" is selected by default and makes the game use the system language set on your device.
  
Question:     I want to listen to my own music during play on my iPad.

Answer:       You can do it in the following way:

  1. On the Home screen, locate and tap the icon "iPod".
  2. Choose the option "Music".
  3. Choose the preferable music track.
  4. Press the Home button.
  5. On the Home screen, tap on G5’s game you would like to play.

Question: I play the game in Chinese language and after the 1.7 update my game crashes.

Answer: Our Technical Team is aware of the issue and they are currently investigating the cause of it.In the meantime, please change the language of the game to any other language, except for Chinese to overcome this issue. Play the game for some time and switch the Chinese language back.

 

To change the language of the game, please follow the next steps:

<!--[if !supportLists]-->1.     <!--[endif]-->On the Home screen, locate and tap the icon with an image of a gear (“Settings”).

<!--[if !supportLists]-->2.     <!--[endif]-->Find the game Hidden City: Mystery of Shadows in your Applications list in the left part of the screen and tap on it.

<!--[if !supportLists]-->3.     <!--[endif]-->In the right part of the screen the option “Language” will appear.

<!--[if !supportLists]-->4.     <!--[endif]-->Tap on the language you want to choose.

Question: I play the game in Chinese and after the 1.7 update my game crashes.

Answer: Our Technical Team is aware of the issue and they are currently investigating the cause of it. In the meantime, please change the language of the game to any other language and launch the game. Play the game for some time and switch back to Chinese.

Question:     I updated my game to the 1.7 game version and when I tap on any location, I receive the error message “Content is in download queue!”. The quests’ icons are shown as chests, and I can see only monsters’ silhouettes instead of the monsters’ full image.

Answer:        Please wait some time for the game content to be completely downloaded and all icons/ images to be displayed correctly. Make sure that your internet connection is stable and restart the game to ensure its correct operation.

 As for restarting the game, please follow the next steps:

• Press Home button twice and all multitasking apps will appear 
• Swipe up the app you want to remove from running in the background 
• Press Home button again to go back to the desktop and launch the application.

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