Question: I’ve got a message that the game goes offline permanently. What should I do?
Answer: Starting on April 1 games with version 1.36 and older won’t be connected to the server. To keep your progress, please avoid deleting or reinstalling the app. If you have any questions, please do not hesitate to contact our Support Team at support@g5e.com - we’ll gladly assist further.
Question: After the 1.44.5600 update I get a blank screen in Special Gem Match. What should I do?
Answer: We are doing our best to resolve this issue as quickly as possible. If you are having the same problem, please report it by clicking the Send Feedback button in the G5 Friends menu.
Question: The Secret Society is no longer available on Facebook. What should I do?
Answer: We are sorry to inform you that we are forced to discontinue this game on Facebook, as Flash is no longer supported by Adobe and web browsers since December 31, 2020.
We would suggest that you start playing the game on any other supported platform (iOS, Mac, Android, Amazon or Windows 10), where the updates with new special events and bug fixes are regularly released. You can also follow the link to G5 Games website and download the game on your device to restart your adventure.
Question: How can I transfer my game progress from Facebook to the other platform?
Answer: We regret to inform you that it is not possible to transfer the game progress of your Facebook game to the other platform for technical reasons. We are truly sorry about it and hope you’ll be willing to restart your adventure on any other supported platform.
Question: When I try to launch the game, I get an error message "Check your account. The Secret Society Hidden Mystery is currently not available in your account. Here's the error code in case you need it: Ox803F8001". What should I do?
Answer: Please be informed that according to the description and the error message, the problem is not likely caused by the application itself but occurs on the Microsoft side. Please contact the Microsoft Store Support Team directly to have the matter resolved.
If the issue persists after the troubleshooting steps provided by Microsoft, please contact us at support@g5e.com.
Question: I play on Facebook in Google Chrome browser. When I press “Get Adobe Flash Player” the game doesn't start. What should I do?
Answer: Please be informed that Google has disabled Flash being active by default in the latest browser update. To activate it again, please do the following:
- Click the lock icon to the left of the Omnibox (address bar).
- Click the “Flash” box, and choose “Allow.”
- Chrome prompts you to reload the page — click “Reload.”
You can learn more about how to use Flash in your browser here.
Question: I get an error message "php-fb-tss.g5e.com’s server IP address could not be found" when I try to launch the game on Facebook. What should I do?
Answer: Our Technical Team is aware of the problem, and they are currently working out the solution for it. We will keep you updated on this matter via our help desk.
Thank you for your patience.
Question: After the 1.40.4005 update my game has been crashing when trying to search the Mill and Night Garden scenes. What should I do?
Answer: We are happy to inform you that our Technical Team has fixed this issue. Please make sure you have a stable Internet connection and launch your app. Wait 5-10 minutes to download the latest update. Then restart your app.
If the problem persists after performing these actions, please let us know at support@g5e.com. Thank you for your patience while we were resolving this issue.
Question: The game crashes when I try to investigate "Veranda" location. What should I do?
Answer: Good news - we’ve fixed the issue that was causing The Secret Society game to crash. Please visit the Apple App Store to download the 1.40.4001 update with the fix. If the problem persists after updating your game app, please let us know.
Question: How can I create G5 Friends account?
Answer: Please follow these steps to create a new G5 Friends account:
- Launch the game.
- Tap the 'Friends' icon at the bottom of the screen.
- In a new window tap 'My Profile' at the very bottom of the screen.
- Fill in the fields with your credentials in order to create a new account.
- You will receive an email to confirm your email address. Click the confirmation link in the email. Keep in mind that the link is valid for 72 hours.
You need to use email that has never been used for your other G5 Friends accounts."
Question: When I try to fill in my email address I get a message “Email already in use”. What should I do?
Answer: Please note that the message 'Email already in use' means that you have already created G5 friends account with this email and it cannot be used for creating another account. Thus, you can either log into your old account in order to be able to play with your friends or create a new account.
In order to sign in with the existing G5 Friends account, please do the following:
- Make sure your internet connection is stable enough.
- Tap the 'Friends' icon at the bottom of the screen on your main game board.
- In a new window tap 'My Profile' in the very bottom of the screen.
- Tap 'Change Player' in order to log in with your Player Login and password you used earlier.
- Tap 'Sign in' to confirm the changes.
- In case you do not remember your Player Login or password, tap 'Forgot' in your new window.
The system will propose to enter your Player login or email address and the letter with your Player login and the link to reset the password will be sent to your email address.
If you still experience issues with your account after performing these steps, please contact us at support@g5e.com with a detailed description of your issue.
Question: How can I hire friends and check their profession?
Answer: To hire a Friend please visit a friend and tap the 'Hire' button at the bottom of the friend’s gameboard. You can check your friend's profession when you visit them or when you tap their avatar in the friends' list. We apologize if this new feature of the game caused you any kind of inconvenience.
Question: When I try to send a gift to my friend, I get a message " Each friend can be given only one free gift per day. Come back tomorrow". What should I do?
Answer: Please be informed that there is no notification/window about the successful gift sending in the newest version of the game, you just tap a gift icon and an item is sent at once. In case you have already sent a free gift to a certain friend from News Feed/friend's Wish list, you will not be able to send one more free gift within 24 hours in any other way.
Question: When I receive gifts, they do not appear in my Inventory. What should I do?
Answer: We are happy to report that we’ve fixed this issue in the upcoming 1.38.3801 update of the game, which will be released soon. Please keep checking your app store for alerts about a new available update. You should be able to play the game without any issues after updating your app version.
Question: I cannot open the game in the full screen mode. 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: When I try to visit a friend or send them a gift, I get a message " Please wait" and after a while, I get an error message "Failed to connect to the server". What should I do?
Answer: We are happy to inform you that this issue has been resolved, and the server is now up and running. If you still have this issue, please contact our Support Team at support@g5e.com and one of our representatives will get back to you as soon as possible.
Question: As I try to install the update from App Store, it says the update is already installed. And I’m stuck in the loop with the update message. What should I do?
Answer: Please make sure you have the correct time and date settings on your device and that you have at least 1.6 GB free in order to be able to download this update.
Should the issue persist afterwards, please contact our Support Team at support@g5e.com with the detailed description of your issue.
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 our Support Team at support@g5e.com and one of our representatives will get back to you as soon as possible.
Question: I want to transfer my game progress to my new device. What should I do in this case?
Answer: I regret to inform you that currently it is impossible to transfer or sync your game progress. In case the app is reinstalled or installed on another device your game progress and purchased items are lost. But we understand the importance of this feature and it is something that we are working on.
However, if you have an Apple device there is a workaround for this issue.
To transfer your game progress to another iOS device, please back up your previous device data and restore it on your new device using iCloud. You will find more information about backing up your device data here.
As for Mac, the game progress can be backed up using Time Machine like any other data. You can find save files of the game in the following way:
- Firstly, you need to reveal the hidden files on your Mac:
1. Open Finder
2. Open the Utilities folder
3. Open a terminal window
4. Copy and paste the following line in:
defaults write com.apple.Finder AppleShowAllFiles YES
5. Press return
6. Now hold ‘alt’ on the keyboard and right click on the Finder icon
7. Click on Relaunch - After that you can use the following path to get to save files of this game: Go/Home/Library/Containers/com.g5e.secretsociety.mac
Question: I'm currently running Windows 8.1 on my PC and I can't update my game to the 1.26.2600 version. What should I do?
Answer: Please be informed that starting from the 1.26.2600 version the game requires Windows 10 or later. We are always striving to improve our games and new features are becoming more and more demanding of system requirements that is why the minimum required OS version is Windows 10.
Question: I'm currently running iOS 8 on my iPad and I can't update my game to the 1.30.3000 version. What should I do?
Answer: Please be informed that starting from the 1.30.3000 version the game requires iOS 9.0 or later. We are striving to improve our games and new features are becoming more and more demanding of system requirements that is why the minimum required iOS version is 9.0 and above.
Question: I'm currently running Android 4.0.3 on my device and I can't update my game to the 1.44.5600 version. What should I do?
Answer: Please be informed that starting from the 1.44.5600 version the game requires Android 4.1 or later. We are striving to improve our games and new features are becoming more and more demanding of system requirements that is why the minimum required OS version is 4.1 and above.
Question: Where can I find Unicorn Blood?
Answer: Please be informed that you can find Unicorn Blood in Witch's Hut starting from the Detective level or you can get it as a gift from a friend.
Question: I need to get Carrots to research Illusionist's Room. What should I do?
Answer: Please note that you can find carrots in the Eastern Bazaar picture, you can get them as a reward for completing certain collections, you can get them as a gift or you can purchase them.
Question: How can I help my Friends?
Answer: You can send gifts to your Friends, charge their statuettes and give Hints to them in different locations.
Keep in mind that you can give a Hint to your friend in the following way:
1. Go to Friends menu. Tap Friends tab.
2. Choose a Friend you would like to visit and tap Visit.
3. Tap any magic picture available.
4. Confirm your choice on the screen that appears.
You can also send gifts to your friends in the following way:
1. Tap "Friends".
2. Tap "Send a gift".
3. You will see your friend's wish list at the top of the screen. You can choose any item from your inventory below and send it.
Please follow the steps below to charge statuettes for your Friend:
1. Go to Friends menu. Tap Friends tab.
2. Choose a Friend you would like to visit and tap Visit.
3. Tap the statuette you would like to charge.
4. Confirm your choice on the screen that appears.
Question: What does hiring a Friend mean? How do I hire a Friend?
Answer: Please note that the Friend you’re hiring will help you in the next location you will open. Every player has randomly been given a profession and it influences the way this player can help you. You can check your Friends' professions under their info tab. Keep in mind that you can hire any friend once a day for free. As your Reputation grows, you can "hire" more Friends to help you in different locations.
To hire a Friend please visit a friend and tap the Hire button at the bottom of the friend’s gameboard.
Question: I can’t find an item at the location indicated in its description! The item is not displayed in To be Found Tab. What should I do?
Answer: Please be informed that on different mastery levels there are different lists of objects to find. The item you are concerned about can be found in the same location but with a higher level of mastery. Please continue playing the game and you will find the item.
Question: Where can I find Fireflies to play the Night Garden location?
Answer: Please be informed that you can find Fireflies in the Palatial Office picture. You also get them as a reward for visiting your Friend’s game once a day and from Friendliness statuette.
Question: I used Weight and it didn't restore my energy! What should I do?
Answer: Please be informed that Weights are not meant to increase your energy level as they restore Strength. Note that as you tap any item in your inventory a small screen appears describing the item itself and its purpose in the game.
Question: What are Strength and Reputation used for?
Answer: Please note that Strength is similar to Energy required for performing actions in your Friend's game. You can charge statuettes for your friends or leave them Hints in different locations. For each action you get +10 points to your Reputation which displays the level of your social activity. As your Reputation grows, you can "hire" more Friends to help you in different locations.
Question: The game doesn’t run after installation or shuts down during play. What am I to do?
Answer: To ensure optimal performance of the game, it is recommended that you restart your device after installing a new application.
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Troubleshooting section with the answers to random account/billing questions and basic troubleshooting instructions for G5 games:
G5 Friends account questions
Zendesk account questions
Purchase issues
Refunds
How to find your IDFA