The Secret Society® – Hidden Mystery

Question: As I try to install the update from Google Play, it says the update is already installed. And I’m stuck in the loop with the update message. What should I do?

Answer:  Please follow the instructions on updating your apps here and free some extra space in your device’s memory storage – you’ll need to have at least 1.6 GB free in order to download this update. You can learn more about how to manage your device’s storage here.

Should the issue persist after following these steps, please contact our Support Team at support@g5e.com with the detailed description of your issue.

 

Question: After 1.24.2402 update my friends have disappeared. What should I do?

Answer: Please contact our Support Team at support@g5e.com with the detailed description of your issue and the screenshot of your Friends Tab for us to investigate your matter as quickly as possible.

 

Question: After 1.24.2401 update I can't connect to the Friends server. What should I do?

Answer: Please be informed that our Technical Team is aware of this issue and they are working on fixing it as quickly as possible. Please avoid reinstalling the app in the meantime, as your game progress and purchased items will be lost.

We will keep you updated on this matter via our help desk and notify you by email.
Thank you for your patience.

 

Question:  When I try to visit a friend or send them a gift, I get an error message " Please wait" and after a while I get a message "Failed to connect to the server". What should I do?

Answer: We are happy to report that our Technical Team has resolved this issue in the latest 1.21.2201 update of The Secret Society. Please visit the Google Play Store to download the update and implement the fix.

 

Question: After downloading 1.21 update, I cannot open the game. What should I do?

Answer: We would like to inform you that our Technical Team has resolved the issue in the latest 1.21.1 update of the game. Please visit the Play Store to download the update and implement the fix. Note that you may need to restart the app after updating it to ensure optimal performance.Our team at G5 is thankful for your patience and understanding.

 

Question: After the 1.20 update, I get wrong reward for combining collections. What should I do?

Answer: Our Team is currently looking into this issue trying to work out a solution as quickly as possible. Please help us speed up the resolution by providing the detailed description of your problem at support@g5e.com.

 

Question: After the 1.18.6 update, I cannot open the game. I get the error message "Unfortunately the Secret Society has stopped". What should I do?

Answer: Our Team is currently looking into this issue trying to work out a solution as quickly as possible. Please help us speed up the resolution by providing the detailed description of your problem at support@g5e.com.

Meanwhile, please try the following troubleshooting steps to resolve the issue:
• Go to "Settings".
• Tap "Applications".
• Choose "All".
• Choose "Secret Society".
• Tap "Clear Cache". Do not tap "Clear Data" as your game progress will be lost.

 

Question: After the 1.18 update I cannot access the Friends tab in the game. What should I do?

Answer: Our Team is currently looking into this issue trying to work out a solution as quickly as possible. Please help us speed up the resolution by providing the detailed description of your problem at support@g5e.com.

 

 

Question: I have purchased Christmas balls needed for researching the Wonder Shop location, but they were not delivered to 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: The event “Social Events” has disappeared from my game. What should I do?

Answer: Please be informed that our Technical Team is aware of this issue and they are working on fixing it as quickly as possible. Please avoid reinstalling the app in the meantime, as your game progress and purchased items will be lost.

Thank you for your patience.

 

Question:  When I try to visit a friend or send them a gift, I get an error message " Please wait" and after a while I get a message "Failed to connect to the server". What should I do?

Answer: Please be informed that our Technical Team is aware of the issue and they are working on fixing it as quickly as possible. Thank you for your patience.

Please avoid reinstalling the app, as your game progress and purchased items will be lost.

 

Question: I try to download the update for my game but it fails. What should I do?

Answer: Please be informed that our Technical Team is aware of the issue and they are working on fixing it as quickly as possible. 

It will be extremely helpful if you contact us via support@g5e.com and specify the following details so that we could speed up the investigation:

- What is your device model?

- What Store have you installed the game from?

- Did you get the message encouraging you to install the update for your app? 


Please avoid reinstalling the app, as your game progress and purchased items will be lost.

   

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 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.

 

QuestionWhen I try to send a gift to my friend, I am unable to see his/her wish list. What should I do?

Answer: Please be informed that the wish list feature has been taken out of service for resolving some technical issues. Our Technical Team will do their best to push it live as quickly as possible. We sincerely apologize for this inconvenience and truly appreciate your patience while we work to fix the issues.

 

Question:  Where can I find Unicorn Blood?

Answer: Please be informed that you can find Unicorn Blood in Witch's Hut starting from the Detective level or you can get it as a gift from a friend.

 

Question: I need to get Carrots to research Illusionist's Room. What should I do?

Answer: Please note that you can find carrots in the Eastern Bazaar picture, you can get them as a reward for completing certain collections, you can get them as a gift or you can purchase them.

 

Question: What does hiring a Friend mean? How do I hire a Friend?

Answer: Please note that the Friend you’re hiring  will help you in the next location you will open. Every player has randomly been given a profession and it influences the way this player can help you. You can check your Friends' professions under their info tab. Keep in mind that you can hire any friend once a day for free.  As your Reputation grows, you can "hire" more Friends to help you in different locations.

To hire a Friend please tap the Hire button on the player’s avatar in the Friend’s tab.

 

Question: How can I help my Friends?

Answer: You can send gifts to your Friends, charge their statuettes and give Hints to them on different locations.

 Keep in mind that you can give a Hint to your friend in the following way:

1. Go to Friends menu. Tap Friends tab.

2. Choose a Friend you would like to visit and tap Visit.

3. Tap any magic picture available.

4. Confirm your choice in the screen that appears.

 

You can also send gifts to your friends in the following way:

1. Tap "Friends".

2. Tap "Send a gift".

3. You will see your friend's wish list at the top of the screen. You can choose any item from your inventory below and send it.

 

Please follow the steps below to charge statuettes for your Friend:

1. Go to Friends menu. Tap Friends tab.

2. Choose a Friend you would  like to visit and tap Visit.

3. Tap the statuette you would like to charge.

4. Confirm your choice in the screen that appears.

 

Question: I can’t find an item at the location indicated in its description! The item is not displayed in To be Found Tab. What should I do?

Answer: Please be informed that on different mastering levels there are different lists with objects to find. The item you are concerned about can be found at the same location but with higher level of mastering. Please continue playing the game and you will find the item.

 

Question: Where can I find Fireflies to play the Night Garden location?

Answer: Please be informed that you can find Fireflies in the Palatial Office picture. You also get them as a reward for visiting your Friend’s game once a day and from Friendliness statuette.

 

Question: I used Weight and it didn't restore my energy! What should I do?

Answer: Please be informed that Weights are not meant to increase your energy level as they restore Strength. Note that as you tap any item in your inventory a small screen appears describing the item itself and its purpose in the game.

 

Question: What are Strength and Reputation used for?

Answer: Please note that Strength is similar to Energy required for performing actions in your Friend's game. You can charge statuettes for your friends or leave them Hints in different locations. For each action you get +10 points to your Reputation which displays the level of your social activity. As your Reputation grows, you can "hire" more Friends to help you in different locations.

 

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:  Currently it is impossible to transfer or sync your game progress due to certain technical reasons. In case the app is reinstalled or installed on another device your game progress and purchased items are lost. But we understand the importance of this feature and it is something that we are working on. We apologize for the temporary inconvenience.

 

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:        What does the abbreviation "SKR" mean, while buying game’s unlock?
Answer:        Please, be informed that while buying game’s unlock you will see the abbreviation "SKR" which means Swedish Krona. Be sure to contact your bank representative to obtain more accurate information concerning the rate of exchange.

 

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 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 either the FREE button, or for paid apps, select the price of the app.

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

  • If you’ve selected a free app, then the item will start downloading immediately.

  • If you’ve selected a paid app, you may be asked to sign in to an additional Google account. Sign in and select ‘Purchase now’ if you want to proceed. Step through the purchase screens.

 

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 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:        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:        I have questions regarding Payment/Google Checkout. What should I do?
Answer:        If you´re having problems with refunds or payments, 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:        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.

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