Hidden City®: Mystery of Shadows

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 Profile 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 Profile 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.

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