Question: My game crashes in the middle of gameplay after the recent update 1.25.5500. What should I do?
Answer: We are happy to report that our Technicians have managed to isolate the issue. The new 1.25.5600 app version is already available. Please visit your app store to download the update to have the fix applied.
Question: The game does not let me play showing the message, that I'm not connected to the Internet. My connection is stable but I still cannot play. What should I do?
Answer: We are happy to report that the problem you encountered was a temporary issue that has been isolated and fixed. Please make sure you have a stable Internet connection and launch the game. You will need to restart the app to ensure the best performance of the game, however.
Question: I have played the required level many times but I can't get the necessary collection item. What should I do?
Answer: Our Technical Team is aware of the issue and they are currently investigating 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.
- Your device model and firmware version.
- Your IDFA number.
Question: I was notified that I needed to update my game, but the update will not install. What should I do?
Answer: 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.
- Your device model and firmware version.
- Your IDFA number.
Question: My sound settings reset every time I open the game. 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: My game crashes when I try to open it. 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.
Question: My game doesn't 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 our Support Team at support@g5e.com with the detailed description of your issue.
Question: I play on Facebook and 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 clearing 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: 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.
Question: Where I can find special items to enter event levels?
Answer: Please be informed that in order to play event levels you need to have a certain number of special items to enter each level. If you tap to play at the event level, the game prompts you that you have no special items and you can find them on the main game map.
Please tap "Go to Map", the game brings you to the current part of levels you are playing on and shows you the levels that give you the special items after completing them. When you tap on the special item image in the lower part of the event icon the game also will show you the levels where the special items are available. These levels are marked with a special item's image. You can win 1, 3 or 5 items, if you finish the level with 1, 2 or 3 stars.
Please note that when you gather all special items available in the offered section, you should spend them. After you spend all special items for completing event locations, the game offers you other levels where you can win them.
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