Words of Wonder MobilePLAY NOW
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Frequently Asked Questions

How to Play
Technical
How do I find my ID?

 

Finding your ID is easy in Words of Wonder Mobile!

1) Tap the Settings icon in the upper left corner of your game

2. Then tap on the (helpdesk/support icon) previously known as the (i) icon

3) Write down your ID, or take a screen shot of the ID

4) Please include this ID with your support Ticket! WITHOUT THIS ID, WE CANNOT HELP YOU!

NOTE: If you are not synced, locate your mobile ID by clicking on the help button.

Why do you need my ID?

We use your ID to locate your game file. Without this ID, we cannot provide gold, boosts, unlock levels or investigate issues you report.

I am not sure if I am synced, how will I know?

-A synced ID is about 10-20 numbers long.

- An ID that is not synced contains letters and numbers, and is 40 characters or longer.

*Note: If you have not yet synced your game with Facebook, we recommend syncing to prevent losing your game if your device is lost or broken.

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General Troubleshooting/Installation and Other Issues (iPhone.iPod touch/iPad)

 

The following steps should resolve most issues with RockYou apps on an iPhone, iPod touch, or iPad:

Hard Refresh

1)  Double tap your Home button (The circular button on the front of the device). Your running apps will appear

2)  Swipe up on the RockYou App you would like to close.

(If you have many apps running, you can choose to close them, or scroll to the side to find your game.)

3) When the app has been closed, try launching the app again.

Powering down your iPhone/iPod touch/iPad:

1) Hold down the Sleep/Wake button at the top corner of the iPhone/iPod touch/iPad for a few seconds.

2) Move the slider that appears on the screen to the right (across the screen) to turn off the device.

3)  Once the device is completely powered down, turn it back on. Hold down the Sleep/Wake button again until the Apple icon appears on the screen.

4) When the device has restarted, try launching the app again.

Verifying whether there are updates available for the app

Visit the App store icon on your iPhone/iPod touch/iPad device, then tap on Updates. If any updates are available for the app, download and install the update to correct the issue. In most cases, installing the latest update should resolve some app-specific issues.

Quit all other apps running in the background:

1) Double-click the Home button to view the Multitasking status bar.

2) Touch and hold any of the app icons until they begin to jiggle.

3)  Touch the red minus sign in the upper left corner of the app icon to quit.

Reinstalling the App:

You must Sync your Game with Facebook first, or you may lose your game.

After you have synced your game, delete the app from your iPhone/iPod touch/iPad device, then download the application from the app store on your device. Launch the game to see if the issues still exists.

Note: There will be no additional charge for selecting "Buy App" in the app store to download a previously purchased app

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General Troubleshooting/Installation and Other Issues for Android

 

Hard Close the App

1) Go to your phone's Settings app

2)  Tap Apps

3) Swipe over to the Running tab

4) Select the RockYou App

5) Tap the Stop button

6) If you do not see the app in the list, tap the "Show Cached Processes" toggle in the upper-right corner of the screen

Restart Your Device

1) To restart your device, hold down your phone's sleep/power button for a few seconds until it asks you if you really want to turn off your phone.

2) Confirm that you do, and your phone will power off.

3) Once it is off, hold down the power button again until the screen turns on; your phone should be up and running again after a few moments.

Review Your Internet Connection, and WiFi Security Settings

When connected over a WiFi network, router security settings may allow you to play but may not allow you to use application network features. Pleases review your router documentation for help managing your router's security settings.

You May Also Attempt to Re-Download the App.

If your game is not synced, you will lose your progress. Please sync before deleting. You may also wish to create a backup of your device.

1) Restart your device, then try downloading the app again.

2) Confirm there is connectivity to either wireless or cellular networks on your device, and contact your mobile service provider if you are not connected.

3) Try your download(s) using both wireless and cellular network connections, and ensure firewalls are not blocking access to ports require for Google Play (TCP and UDP 5228).

-  Make sure you have cleared the cache and data of both the Google Play Store app and the Download manager.

1. Visit Menu > Settings > Applications > Manage applications

2. Tab over to "All"

3. Select the Google Play Store app, and then tap "Clear data" and "Clear cache"

4. Then select Download manager and tap "Clear data" and "Clear cache"

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Does Words of Wonder Mobile require an active internet connection?

You do not need an active internet connection to play. There are however, some benefits to connecting to the internet.

1) You can only complete purchases when you are online

2)  Connecting your game will save your game progress. (Only if synced)

3)  Connecting your game will allow you to pick up where you left off playing on a different device (Only if synced)

4)  Connecting your game makes it easier to find friends and unlock new chapters

What if I only have a connection some of the time?

This is ok! You can continue to play without connection. When you reconnect after being offline, the following will happen (If you are synced)

 

-  Your game progress will be saved.

-  Any levels or chapters you unlocked on a different device will now be unlocked to play. (You may need to restart your game).

-  Your boosts, high scores, and friends will be updated  

*Note: If you have played recently on another device, you will need to connect to the internet to load the most recent version of your game.


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Having trouble syncing the Words of Wonder app with your Facebook account?

 

You Be sure to not disrupt the syncing process. Disrupting the syncing process can affect your device from properly syncing. If you attempt to sync and get the "Oops..." pop-up message, just restart the app and try the syncing again. (Following the original steps and process) 

 

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How do I obtain a crash log?

 

iTunes Syncing

To obtain a crash log, you must first sync your device to your computer with iTunes. To do so, please connect your device to your computer and follow these steps:

1)  Open iTunes if it did not open automatically

2)  Go to File > Device > Sync ?[Device Name]

3)  The top bar will display a Syncing message indicating what step it is on. Wait until it is complete.

Locating Crash Logs

The crash logs have now been saved to your computer. To obtain them, please do the following:

For Windows Vista and Windows 7

1) Open Windows Explorer

2) Follow the path C: > Users > [USERNAME]

3) Copy the following path and paste after the Username:

\AppData\Roaming\AppleComputer\Logs\CrashReporter\MobileDevice

4) Select [DEVICE NAME]

5)  Locate the Crash files that begin with the game name and have the current date. Save the files to another folder and send it as an attachment with a support ticket.

For Windows XP

1) Open Windows Explorer

2) Follow the path C: > Documents and Settings > [USERNAME]

3) Copy the following path and paste after the Username: \Application Data\Applecomputer\Logs\CrashReporter\

4) Select [DEVICE NAME]

5) Locate the Crash files that begin with the game name and have the current date. Save the files to another folder and send it as an attachment with a support ticket.

Mac OS X

1) Go to ~/Library/Logs/CrashReport/Mobiledevice/[DEVICE NAME]

2) Locate the Crash files that begin with the game name and have the current date. Save the files to another folder and send it as an attachment with a support ticket.
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