Question: My game doesn't launch after the latest 1.18.1802 update.
Answer: Good news - we’ve fixed the issue that was causing your Jewels of Egypt game to crash. Please visit your preferred app store to download the 1.18.1803 update with the fix.
Question: My game crashes when I try to collect the Harkhuf's Gift.
Answer: Our Technical Team has fixed this problem in the latest 1.18.1803 game version. Please make sure to download the update in order to apply the fix to your app.
Question: I can't accept gifts after updating the game to the latest 1.18.1802 version.
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 whether you can't accept some specific gifts or all of them.
Question: The in-game energy does not accumulate above the maximum level.
Answer: With every game update, we make changes – both large and small. Some changes affect artwork, some affect game playability, and others affect the currency.
We very much appreciate your feedback and understand that while most of the changes we make are positive, some are not as enjoyed by everyone as we would like. Therefore, we take your suggestions and feedback to heart and will do everything in our power to continue improving the game in a positive manner.
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.
iPhone
iPad
Android
Kindle Fire
Windows PC
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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