Hidden City®: Hidden Object Adventure

Question: My rank in the Crystals mini-game was reset after the 1.16.1600 update. What should I do?

Answer:
You rank wasn't reset, you are simply playing in the new “Lower the Item” bonus mode we have launched in the game. While playing in this mode you can collect magical items that you can exchange for rare boosts in the Merchant’s Shop. This mode is available when you have a special "Magic Pumpkins" quest and it lasts for 24 hours. Your previously achieved progress in the Crystals mini-game returns back when a special "Magic Pumpkins" quest expires.

 

Question: After the end of the Ghostly Dance Event, the monsters displayed have the appearance of the standard monsters but the weapons required are those from the special event. What should I do?

Answer: We are happy to inform you that our Technical Team fixed this issue in the latest 1.16.1600 game version, which is now available for download at your app store. Please make sure to download the update in order to apply the fix to your app.

 

Question: Since 1.15.1500 update the number of the energy points required to play the Pier location has been constantly changing. What should I do?

Response: Our Technical team has corrected the number of energy points required to research the Pier location. Please make sure you have a stable Internet connection and launch the app to apply the fix to your game.


Question: Ever since the latest 1.15.1500 update my game has been crashing during the download or after clicking on the "Continue to game" button. What should I do?

Response: Our Technical Team is aware of the issue and they are currently investigating the cause of it. We would appreciate your help, please contact our Support Team at support@g5e.com and specify the following information:
• Your G5 Friends Player Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game
• Your IDFA number.

 

Question: Since the 1.13.1302 update, the game crashes when I try to enter certain locations. 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 and provide the detail description of your issues including details below:
• Your G5 Friends Player Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game
• Your IDFA number.

Here’s how to find your IDFA:
∙ Launch the game on your device.
∙ Wait for the page with our games to appear.
∙ Tap the hidden button in the upper left hand corner on our “Continue to Game” screen and an automatically created letter form will appear.
∙ Your DI / IDFA will be indicated at the bottom of this letter.
∙ Simply tap Send and your DI / IDFA information will be sent to us; you don’t need to do anything else.
∙ Or you can simply copy the DI / IDFA from the form and send it in your reply to this email.

Thank you for your understanding and cooperation.

 

Question: I do not receive any rewards after I play the mini-games like Crystals, Expedition, etc. This has started since the launch of the Master of Time event in 1.13.1300 update.

Answer: Please note that we have fixed this issue in 1.13.1301 update. Make sure you are running this version of the game on your device.

 

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: 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 Player 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 Player Login
  • The email address associated with your G5 Friends Player account

 

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: 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 Player Login
  • The email address associated with your G5 Friends Player account

 

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 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:     I have questions regarding Payments. What should I do?

Answer:       If you´re having problems with payments, please contact Amazon Appstore Customer Service.
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.

 

Question:     How can I speed up game downloading?

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 game downloading because there are restrictions on size of downloading files while using 3G connection. These restrictions can be specified within your mobile service provider.

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