Hidden City®: Hidden Object Adventure

Question: The language in my game has changed to English. What should I do? 

Answer: Please be informed that our Technical Team is aware of this issue and they are working on fixing it as quickly as possible. We will keep you updated on this matter via our help desk. Thank you for your patience.

Question: I have the Totem on my game map, but it is not active, nor is the gifts trunk. What should I do?

Answer: The Totem and gifts trunk were left on the City map as a mere decoration after the end of the previous event. The new Totem and gifts trunk will appear once the new event is pushed live.

Question: The game doesn't load past the blue G5 intro page, what should I do?

Answer: Please accept our apologies for the issue with launching the game. To overcome the issue, please make sure to update your Chrome browser to the latest 68.0.3440.106 version:
• On your computer, open Chrome.
• At the top right, click More.
• Click Help > About Google Chrome.
The current version number is the series of numbers beneath the "Google Chrome" heading. Chrome will check for updates when you're on this page. Click Relaunch to apply available update.

Question: The game is no longer available on Facebook. What should I do?

Answer: We are happy to inform you that this matter is already resolved and you can access the game on Facebook. 

We apologize for the temporary inconvenience and thank you for your patience while we were working on this issue.

Question: I've started the new Mystery of the Crashed Plane event and suddenly it has vanished. What should I do?

Answer: Please be informed that our Technical Team is aware of the problem, and they are currently working out the solution for it. Update with the fix is going to be released soon.

Question: The game doesn't launch. 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 device model

Question: My game freezes on G5 Games splash when I try to open it. What should I do?

Answer: Please be informed that we’ve fixed this issue. Try to clear your browser cache and launch the game to overcome this issue. If the problem persists, please contact our Support Team at support@g5e.com

Question: The game does not 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.

Question: My game does not 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: Upon launching the app, my game crashes. What should I do?

Answer: 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.

Question: How can I request a refund for the purchase I did not receive?

Answer: 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.

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 now. I hope that 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.