Survivors: The Quest™

Question: After updating my game to 1.2 version, I keep losing my progress every time I come out of the game.

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 such as your device characteristics and G5 friends player name. We are thankful for your patience and will do our best to find a solution as soon as possible.

 

Question: After updating my game to 1.2 version, my game freezes in the 4th location on the mountain plateau.

Answer: Please be informed that our Technical Team has managed to isolate and fix the problem.
Please follow these steps to overcome the issue:

  • Make sure you have stable internet connection
  • Launch the game
  • Wait for the message to restart the application (please note that you may wait 2-15 minutes for the message pop-up)
  • Accept the restart of application

 

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 downloaded the new 1.1 update for the game, but I haven't received a new location and quests. I'm stuck at the Lake location.

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 apologize for the temporary inconvenience.

 

 

Question:     After updating my game to 1.1 version, I lost my progress in the game.

Answer:       Please be informed that our Technical Team is currently working on isolating the problem and fixing it. We are thankful for your patience and will do our best to find a solution 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 am experiencing some technical problems with the game. What should I do?

Answer:       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.

 

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 was charged twice. What should I do?

Answer:    For any kind of replacing/payment issue, you should contact Apple Support directly and fill in the form there, as this issue is out of control of G5 Entertainment.

 

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 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.

 

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