Question: As I try to install the update from Amazon Appstore, it says the update is already installed. And I’m stuck in the loop with the update message. What should I do?
Answer: Please be informed that our Technical Team is currently working diligently to isolate the cause and resolve the problem with this update.
In the meantime, as a temporary solution, we have turned the forced update off so that you can access your game now.
We sincerely apologize for this inconvenience and truly appreciate your patience in this matter.
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 email@example.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 cannot launch the game. What should I do?
Answer: If you are having problems opening the game, please contact our Support Team at firstname.lastname@example.org 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 have questions regarding Payments. What should I do?
In spite of our willingness to help, we won´t be able to assist you in such requests since Amazon Appstore issues are not connected with our games and are to be resolved by Amazon Appstore Customer Support specialists.