Hidden City®: Mystery of Shadows

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: 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: I updated my game to the 1.7 game version and now the energy doesn't refill properly. 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.

 Please try to restart the application 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.

 A simple restart when you close and reopen the application doesn’t stop the game completely, while a restart with force stop terminates all the processes involved in the game functioning.

 

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: 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 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 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:      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.

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.

 

Please try to restart the application in the following way:

<!--[if !supportLists]-->·         <!--[endif]-->Tap on "Settings" on your top screen.

<!--[if !supportLists]-->·         <!--[endif]-->Choose "Applications".

<!--[if !supportLists]-->·         <!--[endif]-->Go to "Manage applications".

<!--[if !supportLists]-->·         <!--[endif]-->Choose the game you need.

<!--[if !supportLists]-->·         <!--[endif]-->Tap "Force stop" button.

<!--[if !supportLists]-->·         <!--[endif]-->Tap "Back".

<!--[if !supportLists]-->·         <!--[endif]-->Start the game once more.

 

A simple restart when you close and reopen the application doesn’t stop the game completely, while a restart with force stop terminates all the processes involved in the game functioning.

 

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.

 

Please try to restart the application in the following way:

<!--[if !supportLists]-->·         <!--[endif]-->Tap on "Settings" on your top screen.

<!--[if !supportLists]-->·         <!--[endif]-->Choose "Applications".

<!--[if !supportLists]-->·         <!--[endif]-->Go to "Manage applications".

<!--[if !supportLists]-->·         <!--[endif]-->Choose the game you need.

<!--[if !supportLists]-->·         <!--[endif]-->Tap "Force stop" button.

<!--[if !supportLists]-->·         <!--[endif]-->Tap "Back".

<!--[if !supportLists]-->·         <!--[endif]-->Start the game once more.

 

A simple restart when you close and reopen the application doesn’t stop the game completely, while a restart with force stop terminates all the processes involved in the game functioning.

 

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