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Jewels of Rome: Gems Empires

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Question: I'm getting a blank window when trying to connect to the Microsoft Store to make an in-app purchase

Answer:  The issue occurs on the Microsoft side, please contact the Microsoft Store Support Team directly to have the matter resolved. Also, you can try turning on the ‘Purchase sign-in' feature in your Microsoft Store account settings to overcome the issue.

 

Question: I can no longer watch ads to receive free gems in the game. What should I do?

Answer: Our Technical Team has fixed the problem. Please restart your game in order for ads to appear.

 

Question: I don't get free rubies after watching video ads.

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.

  

Question: After the 1.28.2800 update, my game often crashes in the middle of playing a location.

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.
  • The location where the issue occurred and its rank.
  • The quest you were working on when the issue occurred.
Question: I lost my Energy after the new 1.28.2800 game update.

Answer: We have isolated the cause of this problem and fixed it - the problem should not reoccur after updating to the latest 1.28.2801 game version.

 

Question: I get an error message trying to install the update from G5 Store.

Answer: Please try rebooting your PC as a workaround solution. If this doesn't help, contact our Support Team at support@g5e.com specifying the error code you get and the number of the Windows version you are running.

 

Question: My game doesn't launch after the 1.24.2400 update. What should I do?

Answer: Make sure you remember your G5 Friends login and password and try reinstalling the app as a temporary solution. If this doesn't 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: How can I add items to my Wish List?

Answer: You can add items to your Wish List in the following way:

  • Open the Collections menu. All collection items and assemblers are listed here.
  • At the top of the page you can see your Wish List.
  • You can add an assembler to your Wish List by tapping the green plus sign plus_sign_jor.png next to the assembler you need.

To remove any item from your Wish List, please tap the red cross sign cross_sign_jor.png next to the item in either Wish List. Alternatively, you can do that directly in the Collections menu. Keep in mind that only assemblers can be added to your Wish List. Collection items are not yet available for requesting.

 

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 fulscreen.png 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 settings.png in the top-right corner of the screen. Click on Music music.png and/or Sound sound.png 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.

 

If you haven't found the answer to your question in this article, please have a look at the following sections:
 
Technical section with the answers to the platform-specific questions and basic technical instructions for different devices:

G5 Store
iPhone
iPad
Android
Kindle Fire
Windows PC
Mac
Facebook

 

Troubleshooting section with the answers to random account/billing questions and basic troubleshooting instructions for G5 games:

General troubleshooting questions
G5 Friends account questions
Zendesk account questions
Purchase issues
Refunds

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