Hidden City®: Hidden Object Adventure – G5 Entertainment

Question: Snowy the cat on the main game map doesn't react to any actions. What should I do?

Answer: Our Technical Team is currently working on a fix for this issue.

Please contact our Support Team at support@g5e.com and specify the following information, so that we could investigate this issue further:
• 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
• 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: I have pressed the "Skip history" button in the Diary, and now the Christmas investigation is displayed as completed. Also, one of my previously earned event collection items has disappeared. What should I do?

Answer: We are happy to inform you that our Technical Team has fixed this problem in the latest 1.26.2601 game version, which is now available for download at your preferred app store. Please make sure to download the update in order to apply the fix to your app.

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: All my friends wish lists do not display any items, this has been going on since the new 1.25.2501 Halloween event started. What can I do?

Answer: To investigate this issue further, please contact our Support Team at support@g5e.com and specify the following information, so we could investigate this issue further:
• 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
• Your IDFA number.

Question: Since the new update with the Greenhouse, I’m unable to remove and replace items on my wishlist.

Answer: Our Technical Team is aware of the problem, and they are currently working out the solution for it. In the meantime we suggest you tapping slightly to the left from the icon to be able to remove wishlist items.

Question: I have been losing reputation points for visiting friends Why is this happening?

Answer: We are happy to inform you that our Technical Team fixed this issue in the latest 1.24.2400 game version, which is now available for download at your preferred app store. Please make sure to download the update in order to apply the permanent fix to your app. You won't lose any reputation points after updating your game.

Question: Since the 1.21.2100 update the game crashes when I try to enter certain locations including the new Japanese Garden location. What should I do?

Answer: We are happy to report that our Technical Team has resolved this issue. Please make sure you have a stable Internet connection and then launch the app. Note that you will need to restart the app to ensure optimal performance.

Question: I'm currently running iOS 8.0 on my iPad and I can't update my game to the 1.21.2100 version. What should I do?

Answer: Please be informed that starting from the 1.21.2100 game version the game requires iOS 9 or later. We are striving to improve our games and new game features are becoming more and more demanding of system requirements that is why the minimum required iOS version is 9 and above.

Question : I’ve lost all the Ice Keys that I found so far, what should I do?

Answer : We would appreciate some additional information from you to speed up the investigation of this issue. 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 device model
• Your IDFA number.

Question: Snowmen stopped giving out Sun Keys, they only give out coins and energy. What should I do in this case?

Answer: The reason you are no longer getting any Sun Keys from Snowmen is that you’ve reached the limit for the number of Sun Keys they can generate.

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 has isolated this issue in the latest 1.18.1804 version of the game. Please visit the App Store and install the update.

Question: After updating to the 1.18.1803 version, the game doesn't launch. What should I do?

• 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

• 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: The Secret Items mode doesn't appear in the Crash Site location and I can't search for Sun Keys. What should I do?

Answer: This issue has been fixed in the 1.18.1804 update. To get the fix, please visit the App Store and download the latest update.

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 your Wi-Fi on.
•The totem might still be locked.
•Restart your game:
- Press Home button twice and all multitasking apps will appear
- Swipe up the app you want to remove from running in the background
- Press Home button again to go back to the home page and launch the application.

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 Profile Login
• The email address associated with your G5 Friends profile
• The level you've reached in the game
• Your IDFA number.

Question: My progress was set back along with the collection items and inventory. What should I do?

Answer: Please provide the following details to our Support Team at support@g5e.com:
• Specify your G5 Friends Profile 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 investigate this issue and restore your game progress. While we are devising a solution, please avoid launching the game until you get further notice from us.

Question: I updated my game and when I tap on any location, I receive the error message “Content is in download queue!”. The quests’ icons are shown as chests, and I can see only monsters’ silhouettes instead of the monsters’ full image.

Answer: Please try to free about 3 GB storage on your device and close all running applications. Please wait some time for the game content to be completely downloaded and all icons/ images to be displayed correctly. Make sure that your internet connection is stable and restart the game to ensure its correct operation.

As for restarting the game, please follow the next steps:
• Press Home button twice and all multitasking apps will appear
• Swipe up the app you want to remove from running in the background
• Press Home button again to go back to the desktop and launch the application.

Question: Since the 1.13.1302 update, the game crashes when I try to enter certain locations. What should I do?

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.

Thank you for your understanding and cooperation.

Question: I did not receive the purchase in the game. What should I do?

Answer: We are sorry for the inconveniences caused. Please provide us with the details below at support@g5e.com, so we could resolve your issue:
• Purchase receipt
• Your G5 Player Login.
• Your device model and number of OS version.
• Your DI number.
Here’s how to find your DI number:
∙ 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 will be indicated at the bottom of this letter.
∙ Simply tap Send and your DI information will be sent to us; you don’t need to do anything else.
∙ Or you can simply copy the DI number from the form and send it in your reply to this email.

Your time and assistance is greatly appreciated.

Question: I am unable to connect to my G5 Friends account, I get the error message "Connection to G5 Friends network lost".

Answer: Please be informed that our Technical Team is aware of the issue and they are working on fixing it as quickly as possible. We are thankful for your patience and will do our best to find a solution as soon as possible.

Question: How can I request a refund for the purchase I didn’t receive?

Answer: You can request a refund for your purchase in the following way:
• Locate the receipt for the purchase in question (it was automatically sent to your e-mail address associated with your iTunes account)
• Tap on the “Report a Problem” link in the receipt.

Or you can do it following the next steps:
• Start iTunes on a Mac or a PC and open the Store
• Then click “Account” in the Quick Links section
• Log into your account if necessary
• Scroll down through the Purchase History
• Click on the arrow icon to the left of the purchased item
• On the next screen, click the “Report a Problem” button at the bottom
• Then click on the “Report a Problem” link where the purchase in question appears
• An online form will open in your default browser
• Choose the reason for the refund and press the “Submit” button.

Question: I have already played this game on my previous device and now I’ve got a new one. How can I transfer the game progress I’ve already made to it?

Answer: In order to restore your game progress, please log into your G5 friends account. You can do it in the following way:

• In the game please tap the 'Friends' icon in the bottom of the screen.
• In a new window tap 'My Profile' in the very bottom of the screen.
• Tap 'Change Player' link under the avatar.
• In a new window log in with your nickname and password you used in your old game.

Question: I am experiencing some problems with the game. Should I reinstall it?

Answer: If the game has some issues, please contact G5 Support Team and one of our representatives will get back to you as soon as possible.

Question: The game doesn’t 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. To restart your device, press and hold both Home and Power buttons for about 10 seconds until the device restarts.

Question: I cannot download the game I purchased from my iPad. It keeps me waiting for a long, but without any result.

Answer: Sometimes it takes longer than usually for the game to be downloaded, so you need to wait for a while. You can also try to restart iTunes or reinstall the application using your PC. You can reinstall the application in the following way:

Start iTunes.
Go to iTunes Store.
Sign in with the same account you used to purchase the game.
Choose the option “Downloads”.
Delete the current loading.
Find the game page in iTunes, press “Buy”. If you purchased this game previously, iTunes knows it and will offer you to re-download the game for free.
Press “Yes”, download will start.
Sync once the game is downloaded.

In case you still cannot download the application, you need to contact Apple Support (http://www.apple.com/support/) as the problem is not likely caused by the application and should be forwarded to the App Store Support which is in charge of suchlike issues.

Question: I cannot download the game I purchased from my PC. It keeps me waiting for a long, but without any result.

Start iTunes.
Go to iTunes Store.
Sign in with the same account you used to purchase the game.
Choose the option “Downloads”.
Delete the current loading.
Find the game page in iTunes, press “Buy”. If you purchased this game previously, iTunes knows it and will offer you to re-download the game for free.
Press “Yes”, download will start.
Sync once the game is downloaded.

Question: I want to switch to another language in the game on my iPad but I don't know how to do it.

Answer: You can do it in the following way:

On the Home screen, locate and tap the icon with an image of a gear ("Settings").
The Settings screen will appear. In the side menu on the left you will see a subsection with the settings of the apps installed on your device. Tap on G5's game which language you would like to change.
On the right side select the option "Language".
Press the Home button.
On the next screen select the language that you want the game to use. The option "Auto" is selected by default and makes the game use the system language set on your device.

Question: I want to listen to my own music during play on my iPad.

Answer: You can do it in the following way:

On the Home screen, locate and tap the icon "iPod".
Choose the option "Music".
Choose the preferable music track.
Press the Home button.
On the Home screen, tap on G5’s game you would like to play.

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