Virtual City Playground®

Question:    I experience problems with finding applications. What should I do?

Answer:      If you´re having problems with finding applications, please contact the Google Play team through the Google Play Help Center and user forum. In spite of our willingness to help, we won´t be able to assist you in such requests since Google Play issues are not connected with our games and are to be resolved by Google Play support specialists.

 

Question:      I want to download and install application on my device. What I am to do?

Answer:        It's easy to download and install items from Google Play Store to your device; please follow these steps:

  1. Select the item you want to install. The item details screen appears. Read more about the item and its developer on this screen.
  2. If you want to install the item, select the Install button.

  3. Press OK to accept the permissions for the app.

  4. The item will start downloading immediately.

 

Question:     I am trying to download the game, but I get 'error 905'. What should I do?

Answer:        In order to overcome the issue you need to update your Google Play Store app. You can do it in the following way:

1. Select "Settings".

2. Go to ‘Applications’.

3. Select the "Google Play Store" app.

4. Select "Uninstall updates".

5. Restart your device

6. Launch the Google Play Store app and it will automatically update itself.

After that please try downloading the game again.

 

Question:       I cannot download the application. It keeps saying “Download unsuccessful”. What should I do?

Answer:         If you receive a "Download unsuccessful" message when attempting to download an application, try the following troubleshooting steps to resolve the issue:

  • Restart your phone and then try downloading the app again.
  • Check if your internet connection is stable (contact your mobile service provider if you aren't connected).
  • Try downloading the application again after a while.

In case you still download the application, you need to contact Google Play Help Center, as the problem is not likely caused by the application and should be forwarded to the Google Play Help Center which is in charge of suchlike issues.

 

Question:      I´ve downloaded the app from Google Play and after I launched it, it keeps on Splash screen saying "downloading game data" with progress bar. Why does it happen?

Answer:       Once you´ve downloaded the game from Google Play and launched on the device, it starts downloading additional game data. Downloading game data is a process of resuming additional data. We use downloading game data because there are game´s size restrictions on Google Play. Also there is limit on some devices in size of downloading data. We want every customer to play our games in best quality regardless the device they use. Our games provide a good set of hi-res graphics that´s why downloading game data may take some time, depending on speed of Internet connection you use and quality of communication. We recommend using Wi-Fi connection or a high-speed data plan. Also you need to have enough memory on your device for successful downloading game data.


Question:        Downloading process takes much time, progress bar doesn´t move. I think its stuck. What am I to do?

Answer:          In rare cases depending on connection stability downloading process may stuck. Check your Internet connection, probably you are out of Wi-Fi zone or the speed has become too slow. In case everything is ok with Internet connection try to restart downloading game data.
If the game stopped downloading, you may try to force stop this downloading.
You can do it in the following way:

  1. Tap on "Settings" on your top screen.
  2. Choose "Applications".
  3. Go to "Manage applications".
  4. Choose the game you need.
  5. Tap on "Force close" button.

Also it is recommended that you clear data of the application and uninstall it.
You can do it in the following way:

  1. Tap on "Settings" on your top screen.
  2. Choose "Applications".
  3. Go to "Manage applications".
  4. Choose the game you need.
  5. Tap on "Clear data" button, then "Uninstall".

Then you are to reinstall the application. Follow the instruction to do this:

  1. Find the application on Google Market.
  2. Tap on "Install".
  3. Tap on "Accept permission".
  4. Choose "OK", " Install".
  5. You will see the message: "Your item will be downloaded".

The game will appear in the folder "Applications".

 

Question:       How can I speed up downloading game data?

Answer:         Downloading of the game is not an immediate process, it takes some time, depending on speed of Internet connection you use and quality of communication. We recommend using Wi-Fi connection for downloading game data or a high-speed data plan. While choosing data plan also point out its included traffic amount. Our games provide a good set of hi-res graphics that´s why downloading game´s data size may be large. It´s preferable to use unlimited data plan or plan with lots of traffic included in it.

 

Question:       I experience problems with download or installation of the application. What should I do?

Answer:         If you´re having problems with downloads or installs, please contact the Google Play team through the Google Play Help Center and user forum.
In spite of our willingness to help, we won´t be able to assist you in such requests since Google Play issues are not connected with our games and are to be resolved by Google Play support specialists.


Question:      I experience problems with accessing Google Play. What should I do?

Answer:        If you´re having problems with Google Play access, please contact the Google Play team through the Google Play Help Center and user forum.
In spite of our willingness to help, we won´t be able to assist you in such requests since Google Play Store issues are not connected with our games and are to be resolved by Google Play support specialists.

 

Question:        Having installed the recent update of the application it does not launch smoothly. What should I do?

Answer:          After you have installed the update it is recommended that you force close the application and restart it.
You can do it in the following way:

  1. Tap "Settings" on your top screen.
  2. Choose "Applications".
  3. Go to "Manage applications".
  4. Choose the game you need.
  5. Tap "Force close" button.
  6. Tap the game icon in App´s folder to restart the application.

 

Question:       I encounter problems when playing the game. How can I get rid of them?

Answer:         If you face any kind of problems with the application, it is highly recommended that you update your Android firmware version up to the latest available firmware version. Please check the manual for your device to find out how to do it and enquiry your carrier if they distribute this update.
If the problem recurs, please, state the name of the game, platform and device you are playing on to fill in the form at http://www.g5e.com/support which is the easiest way of describing the problem, or drop us a line at support@g5e.com. It would be helpful if you specify your last steps in the game before the issue occurred. In case the problem has something to do with passing of the level, the number or the name of the latter will be very appreciated. Additional information will help us process your complaint in the promptest way possible and provide an answer right away.

 

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. 

 

Question:      The game force closes. What am I to do?

Answer:        Please try to restart the application. You can do it in the following way:

  • Tap on "Settings" on your top screen.
  • Choose "Applications".
  • Go to "Manage applications".
  • Choose the game you need.
  • Tap "Force stop" button.
  • Tap "Back".
  • Start the game once more.

 

 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.

 

Question:      I want to transfer my game progress to my new device. What should I do in this case?

Answer:        In order to restore your game progress, please log into your G5 friends account in the following way: 
• Tap the 'Friends' icon at the bottom of the screen on your main game board. 
• In a new window tap 'My Profile' in the very bottom of the screen. 
• Tap 'Change Player' in order to log in with your Player Name and password you used in your game. 
• Tap 'Sign in' to confirm the changes.

 

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.

 

Have more questions? Submit a request

0 Comments

Article is closed for comments.
Powered by Zendesk