Mahjong Journey®

Question: My game crashes when I try to open it. 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: My game doesn't load. It stays on the loading screen. What should I do?

Answer: Please make sure you have a stable Internet connection and leave the game on the loading screen for a while. The game will download the update for some time. It may take several minutes to load it. Once the download is complete, the game app will start normally. If the problem persists, please contact us. 

 

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: 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.

 

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:        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:      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.

If the application’s restart doesn’t help, try to reinstall the application.
First you should uninstall the application. You can do it in the following way:

  • Click on "Settings".
  • Choose "Applications".
  • Go to "Manage apps ".
  • Choose the application you need.
  • Click "Uninstall".

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

  • Find the application on Google Play.
  • Click on "Install".
  • Click on "Accept permission".
  • Ok, install.

You will see the message: "Waiting for downloading and installing".
The game will appear in the folder "Applications".
Also you can open the game from the market, clicking "Open", when it finishes downloading successfully.
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 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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