Question: After the recent 1.17.1700 update, I can’t watch a video to earn crystals. What should I do?
Answer: This issue has already been fixed. Please make sure your Internet connection is stable and restart the game app on your device to implement the fix.
Question: After the 1.15.1500 update, my game crashes when trying to explore the Thermae. What should I do?
Answer: Our Technical Team has resolved this problem in the latest 1.15.1501 update. Please visit your store to download the update and overcome the issue.
Question: After the 1.14.1400 update, my game crashes after successfully exploring the Forge. What should I do?
Answer: This issue has already been resolved in the latest 1.14.1402 update. Please make sure your Internet connection is stable and update the game app on your device to implement the fix.
Question: My game doesn't launch after the 1.8.800 update. What should I do?
Answer: We are already investigating the cause of the issue and 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 have problems with the sound in the game. What should I do?
Answer: Please contact our Support Team at support@g5e.com, let them know about this issue and specify the following information:
- Your G5 Friends Player Login.
- Your device model and firmware version.
- Your browser title and version.
Question: How do I play the game in full-screen mode?
Answer: In order to play the game in full-screen mode, click on the corresponding button 
in the top-right corner of your main game board. Click the button again to exit the full-screen mode.
Question: How do I customize sound and music in the game?
Answer: On the main game board click on Settings 
in the top-right corner of the screen. Click on Music 
and/or Sound 
icons to customize this setting.
Question: I cannot launch the game. What should I do?
Answer: If you are having problems opening the game, 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 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 save/restore your game progress, please log into your G5 Friends account in the following way:
- Tap on 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 on 'Change Player' in order to log in with the Player Login and password you used in your game before.
- Tap on 'Sign in' to confirm.
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.
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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