Hidden City®: Hidden Object Adventure

Question: I've launched the game and Harvest Festival Totem has locked up, what should I do?

Answer: We have prepared another fix for this problem. Please follow the steps below:
• Launch the game with the stable internet connection. 
•The totem might still be locked. 
•Restart your game:
- Click the Task View button to see thumbnail views of each of your currently running apps and programs.
- To close an app shown in thumbnail view, click or tap the X in its upper right corner. With a mouse, you can also right-click the app’s thumbnail, and choose Close from the pop-up menu.
- To leave the Task View mode, click or tap the desktop.
- Start the app again.

 

Question: I've started the new Where Wishes Lead event and Harvest Festival with Autumn Inventory have vanished. 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 detailed 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.

 

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: After 1.15.1500 update the progress of my Totems went down. What should I do?

Response: Our Technical Team has isolated the cause of this problem and fixed it. To apply the fix to your game, make sure you have a stable Internet connection and launch the 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: I have started the new Room of Fate event and it has vanished. 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: First you need to set Mail program as default. The path to do this is - Control Panel\Programs\Default Programs\Set Default Programs.
∙ 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: Since the 1.13.1302.0 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: First you need to set Mail program as default. The path to do this is - Control Panel\Programs\Default Programs\Set Default Programs.
∙ 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 1.13.1301.0 update. To make sure you are running this version of the game on your device, please check updates in Windows Store.

 

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:     The game doesn’t run after installation or shuts down during play.

Answer:        Please try to restart the app. You can do it in the following way:

1. Launch the game.

2. Swipe the game screen down.

3. When the game screen becomes small, drag it down to the bottom of you device screen.

4. Start the game once again.

 

Question:  How do I reinstall the app?

Answer:  Please follow the instruction below to do this:

1. Go to the Main Screen of your device.

2. Swipe the game icon up.

3. Choose "Delete" in the lower left corner of the screen.

4. Tap "Delete".

5. Go to Windows Store and download the game again.

 

Question:  I have a question regarding my purchase. What should I do?

Answer:  Please be informed that for any kind of replacing/payment issues, you should contact Windows Store Support directly, as this issue is out of control of G5 Entertainment.

 

Question: I cannot post my achievements to Facebook. What should I do?

Answer: When posting an achievement, you should leave a comment or fill in a couple of words in "What´s on your mind" box. After that the achievement should be posted to your wall.
Apparently, Facebook is experiencing some problems at the moment. Hopefully, this issue will be resolved soon and you will be able to post your achievements again. We will keep you up-to-date on any new information on this issue. You can get more details contacting Facebook Help Center support specialists.
Sorry for the inconvenience.

 

Question: My game is in English and I would like to change the language of the game. How can I do that?

Answer: The game is using the language that is set as default for your OS. To change the language, please set another language as default in your OS language settings:

  • Go to Start > Settings > Time & language > Region & language.
  • Choose one of your languages and then select Options.
  • Select Download from the Download language pack option.
  • Once the language pack is installed, select back.
  • Choose one of your languages that reads Language pack installed and then select Set as default to make that language the Windows 10 display language.
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