Game Center FAQ
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1. Game Center User Feedback Question Template.
Game Center bugs.a. Game Center version number, device model, ColorOS version number, user's SSOID (and IMEI if the user is not logged in to an account).
b. Scenario description (time of occurrence, operation process and so on).
c. Screenshot of problem.
Payment problems.
Device model, game name, game account, order number, country, payment amount, payment channel, time of payment, screenshot of successful payment, user's SSOID (and IMEI if the user is not logged in to an account).
2. How do I clear the number on the Game Center icon badge?
To clear the number on the Game Center icon badge: Go to "Game Center" > tap the information icon in the top right corner to go to "My Information" > see new messages.
3. What is the download path for Game Center?
1. Game Center is a built-in system app for OPPO devices. Currently, Game Center only supports OPPO devices and does not support devices from other manufacturers. 2. If Game Center is uninstalled from an OPPO device, search for ""Game Center"" in the App Market and download it again.
4. Will the rewards that I've won from Game Center events be delivered to me?
When you win rewards from Game Center events, our staff will arrange for the delivery of the rewards to you. Please wait patiently. Gentle reminder: Remember to follow the event rules and provide the correct information to claim your rewards.
5. How do I participate in Game Center events?
We will notify you of any event through push notifications, floating icons and banners.
6. How do I hide the floating Game Center icon in a game?
By tapping the floating icon in the top left corner of the game interface, users can check their game account information, HeyTap account information, game events, gift pack information, etc. Tap and hold the floating icon and a prompt will appear to ask the user whether they would like to hide the icon. After hiding the icon, the floating icon will appear again the next time the game is initiated.
7. How do I see game purchase rebate promotions?
To see game purchase rebate promotions: If the game is part of the purchase rebate promotion, a pop-up window showing detailed information of the promotion will appear when the game is started. Read the rules carefully before participating in the event.
8. An error warning indicates that my account has expired.
Troubleshooting: The error may be caused from not logging in for a long period of time or from changing the account password. Log in by manually entering the account ID and password. If the password has been changed, recover the account and try logging in again.
9. How do I check to see when a game server is online?
To check to see when a game server is online: The time when a game server comes online can be found on the official game forum or website. Refer to the timing stated on official notices.
10. Can I cancel a scheduled download for a preordered game on Game Center?
Can users cancel a scheduled download for a preordered game on Game Center? The Game Center does not allow the cancellation of a scheduled download for a preordered game. When the game is released, the device will automatically download and install the game when connected to a Wi-Fi network. If you don't wish to install the game, you can cancel the download then.
11. How do I check the game version?
To check the game version: The game version can be found in ""Settings > App Management"". Tap the game name and the version number will be shown below it. To check for the latest version of the game, go to Game Center and search for the game. The latest version number can be found in the detailed information.
12. Why can't I find a game in Game Center?
Troubleshooting: 1. The game may be listed in the later part of the search results and does not appear in the first page. If a user says they cannot find a game, ask for the name of the game and perform a search in Game Center. See if the game can be found in the search results. Try to look through all the results. Guide the user to find the game in the search results.
2. If the game is quite new, then it may take some time before it becomes available in Game Center as it has to undergo a strict quality control review process.
3. If the game includes purchases, malicious ads or viruses, it will not be available in Game Center to safeguard user experience and interests.
4. If the game contains malicious ads or is non-compliant with our inclusion regulations, Game Center will not recommend the game or show it in search results. Game Center will only allow the game to be updated for improvements.
a. Kindly inform the user that the game is not available in Game Center yet. If the game is found to be safe, thank the user and tell the user that we will make it available as soon as possible.
b. Ask for and record the information of the game (name, online multiplayer or single player etc.) and deliver feedback to the contact person (technical support and team leader).
13. What should I do when I find a game bug?
Solution for game errors.1. Close the app and log in again to see if the problem is resolved.
2. On the home screen, tap and hold the game app icon, tap ""App Information > Storage Space (Storage) > Clear Cache"", restart the phone and log in again.
3. If the above cannot resolve the problem, contact the game's customer service. (Customer service contact information can be found in the game's official page.)
14. A game is no longer available in Game Center.
Troubleshooting: 1. If a user's feedback states that a certain game cannot be found in Game Center, generally, this is due to two reasons: The app was never available in Game Center or was available previously, but has been taken down. Find out the reason the game cannot be found and answer the user accordingly.
2. In general, the games have a shelf life in Game Center. A game may be taken off because: the cooperation with the game developer has ended, the game has a major issue that affects the user experience, or the game itself is no longer supported by the developer (the customer service staff should find out the reason, but do not explain this in details to the user).
3. If a user has made an in-game purchase recently before the game is taken off, the user may react strongly to it. Try to gather information from the user and see if there is any other way to compensate the user (remember to manage expectations).
4. If a game has been taken off, do not send the installation pack to the user to avoid any subsequent disputes.
15. How do I find a game's community?
Currently, the community feature is only supported by a small number of games. To find a game's community: Go to ""Game Center > Game details page > Community"".
16. How do I update Game Center?
To update Game Center: Go to ""Game Center > Mine"" > tap settings icon in the top right corner > double tap ""Version Number"". If there is an update, the system will automatically check and update.
17. Where do I find game APKs after they have been downloaded?
After downloading and saving a game APK, you can find through the path below: 1. ""File Manager > View APKs"" (if the user cannot find the APK, go to ""Game Center > Me > Settings > Disable Clearing of APKs"" and download again).
2. If the APK is downloaded using Browser, go to ""Browser Settings > Save Path/Download Path"".
18. What is the Game Center currency exchange rate?
Game Center currency exchange rate: 1 KoKo Coin = 0.35 THB; 1 KoKo Coin = 0.75 INR; 1 KoKo Coin = 150 IDR; 1 KoKo Coin = 0.5 PHP;
1 KoKo Coin = 0.04 MYR; 1 KoKo Coin = 250 VND; 1 KoKo Coin = 0.3 TWD.
19. About Game Center.
Game Center not only offers a wide selection of games, but also has many exciting promotions. Users can earn points which they can use to redeem various game gift packs.
20. What is the address of the Game Center forum?
At the moment, there is no Game Center forum for users outside of China.
21. When will my rewards from Game Center be delivered?
If you win a physical prize in a Game Center event, the prize will be delivered based on the specific rules of the event. For more information, please see the event rules.
22. Why does Game Center automatically update itself?
Reason: Automatic update is enabled by default. Go to ""Game Center > Me > Settings"" to see if ""Automatic update over Wi-Fi connection"" is enabled. This setting is enabled by default.
Solution:
If the user wants to turn off automatic updates, ask the user to disable ""Automatic update over Wi-Fi connection"". If the above cannot resolve the problem, support the user, record the following information and contact the contact person (technical support, team leader)
1. Check if the problem occurs all the time and whether the problem can be recreated on a test device by the customer service personnel.
2. Scenario description (including whether only one game updates itself automatically or multiple apps update automatically).
3. Screenshot of the problem.
4. Name of the game that automatically updates itself, Game Center version number, device model and ColorOS version number.
23. Why do pages of the same game appear differently?
The reason pages of the same game appear differently: 1. Check the user's device model (brand and model number): the same game may be different for different platforms
2. Check the game version: the same game may be different for different versions. Some features may be enhanced in subsequent versions.
3. If the device model and the game version are the same, report the problem to determine the cause.
24. How do I play the games?
Please contact the game developer directly for information on gameplay/strategy and events.
25. About Preordering games.
Preordering games: 1. Go to ""Game Center > Highlights > Preorder games card/Future event signup H5 page"".
2. After preordering a game, you will be able to get the latest news on the game.
3. When the game is available, the device will automatically download it when connected to a Wi-Fi network.
26. When are game gift packs updated?
Gift packs are updated from time to time. Gift packs are available while stock lasts and on a first come, first served basis.
27. Game communities muting rules.
For in game communities, there are two types of muting: board muting and forum muting. Board muting means that in a specific discussion board the user cannot submit any post or reply; forum muting means that a user is muted across all forums and cannot submit any post or reply. Board muting (can be implemented by a board owner, community administrator or a higher authority):
1. Any user who violates the board or community rules or causes a nuisance and disregards warnings may be muted for 5 hours to 3 days depending on the severity of the situation.
2. Any user who submits the same post repeatedly or submits a large amount of meaningless content (such as meaningless posts or replies) and disregards warnings may be muted for 5 hours to 1 day depending on the severity of the situation.
3. Any user who disrupts order in the forum and disregards warnings, such as engaging in verbal abuse or posting controversial content may be muted for 5 hours to 3 days depending on the severity of the situation.
4. Any user who maliciously submits content that advertises an external website or external rebate programs may be muted for 3 days to 1 month depending on the severity of the situation.
Forum muting (can be implemented by a community administrator or a higher authority):
1. Any user who submits the same content to multiple boards may be muted for 1 to 3 days depending on the severity of the situation.
2. Any user who submits advertising content may be muted for 1 month to being permanently muted depending on the severity of the situation.
3. Any user who submits content that severely violates community rules, such as pornographic, violent or political content, may be muted for 3 months to being permanently muted depending on the severity of the situation.
4. Any user who violates other community rules and affects normal interaction may be muted for 1 day to 1 month depending on the severity of the situation.
Note: Multiple offenders may be muted for a longer period depending on the intent and the severity of the situation. Game communities muting FAQ:
1. How do I check why I was muted?
A: A user will only be muted for violation of community rules. Any user who is muted will receive a notice from the community system that states the reason for the muting. Alternatively, you can head to the top right corner of the ""Game Center app > Messages > Community Messages"" to find the notice.
2. How can I get myself unmuted earlier?
A: In accordance with community rules, users will not be unmuted before they complete the mute period. Kindly explain and remind the user to pay attention to and follow the community rules. Once a user completes the mute period, they will be automatically unmuted and can start submitting posts and replies again. For users who submit serious or multiple appeals, the customer service staff can contact the community administrator and see if the muting can be lifted in advance.
3. Why I am muted for no reason?
A: Guide the user to the top right corner of ""Game Center > Messages > Community Messages"" to find out the muting reason. Generally, a user will be muted by a board owner or administrator due to violation of community rules. Remind the user to pay attention to and comply with community rules and avoid posting content that is not permitted (advertisements, meaningless posts, etc.).
4. Would I be muted for submitting multiple meaningless posts or replies?
A: In accordance with the community rules, a user who submits multiple meaningless posts or replies will be warned. If the user ignores the warnings, then the user may be muted for 5 hours to 1 day depending on the severity of the situation. Repeater offenders may be muted for a longer duration. Remind the user to pay attention to and comply with community rules.
28. Why should I do if Game Center keeps showing a "logging in..." message?
If Game Center keeps showing a ""logging in..."" message: 1. Check if the network connection is stable. Try switching to another Wi-Fi or 4G network.
2. If that does not resolve the problem, restart the phone or clear the app data of the phone and game, then try logging in again.
3. Delete the app, clear the files and data using File Manager. Download and install the app again and try.
29. There is a problem with my in-game character.
If users discover any problem with their game characters (character error, loss of character, wrong character) after logging in to their Game Center account, try the following: 1. Check if the game version is the same as before (and whether the app is downloaded from Game Center).
2. Check if the account information is correct. Game data will only be synced if the user uses the same account to log in to the game on the same platform earlier.
3. Select switch game ID at the account login page. If there are multiple IDs under the account, try switching to another ID and log in to try again.
4. See if the game server is set to the correct region.
5. If the above cannot resolve the problem, record the specific information and submit a report to Network.
30. I lost my in-game items.
Cause of the problem: 1. See if the items have been used by someone who has been given access to the account.
2. See if there is a bug in the game. 3. See if the account has been hacked.
Troubleshooting:
1. Ask the user whether they allowed someone to access their account before the items were lost.
2. Ask the user to close the app and log-in again to see if the problem is resolved.
3. If the problem cannot be resolved, support the user, record the name of the game, user's device model, game account, game display name, server region, item name and quantity, and the time of loss of items and submit a report to the contact person (technical support, team leader).
31. I can't send voice messages in a game.
Troubleshooting (OPPO & realme): 1. Check if the permission is allowed for the function. Path: ""Settings: Security > Voice and Call Recordings"", find the game and allow permission to access the function.
2. Check if the network connection is stable and try sending the message later.
3. Check if the problem is caused by abnormal game data. Tap and hold the game icon on the home screen and select ""App Information > Storage Space (Storage)"", clear the data, log in and try sending it again.
4. Uninstall the game and install it again. <br>Note: If the game is an offline game, do not complete step 3 and 4 to prevent loss of game data.
Troubleshooting (OnePlus):
1. Check if permission is allowed for the function. Path: ""Settings: Security > Apps and Notifications > App Permissions"", find the game and allow permission to access the function.
2. Check if the network connection is stable and try sending the message later.
3. Check if the problem is caused by abnormal game data. Tap and hold the game icon on the home screen and select ""App Information > Storage Space (Storage)"", clear the data, log in and try sending it again.
4. Uninstall the game and install again; <br>Note: If the game is an offline game, do not complete step 3 and 4 to prevent loss of game data.
32. I can't send text messages in-game.
Solution (OPPO & realme): 1. ""Settings > App Management > Show System Processes"", search for customized input method and storage space, clear the data, restart the device and try again.
2. Change to another network and try again.
3. Check if the problem is caused by abnormal game data. Tap and hold the game icon on the home screen and select ""App Information > Storage Space (Storage)"", clear the data, log in and try sending it again. (do not perform this step for single player games as it will clear game data.)
4. Uninstall the game and install it again (do not perform this step for offline games).
Solution (OnePlus):
1. Head to ""Settings > App Management > Installed > Baidu Input Method OnePlus Edition"", clear the data, restart the device and try again.
2. Change to another network and try again.
3. Check if the problem is caused by abnormal game data. Tap and hold the game icon on the home screen and select ""App Information > Storage Space (Storage)"", clear the data, log in and try sending it again. (Do not perform this step for single player games as it will clear game data.)
4. Uninstall the game and install it again (do not perform this step for offline games).
33. I can't I log in to a game.
Troubleshooting: 1. Check if the login problem is caused by a poor network connection. Switch to another network and try again.
2. Go to ""Settings > App Management > Installed"", find the game and clear the cache. Restart the device and try again.
3. Delete the game and install it again (do not perform this step for single player games to prevent data loss).
4. If the login issue is due to server maintenance, try again at a later time.
5. If the above steps cannot resolve the problem, report it to the contact person (technical support, team leader).
34. I was charged by an app that I've downloaded from Game Center without any reason.
Solution: Kindly communicate with the user and record the following information. 1. The name of the app or game.
2. User's description of the scenario or process. (or that the user did not perform any operation, but was charged);
3. Proof of charge such as a screenshot of the SMS message showing the charge.
4. User's contact information. Consolidate the information and submit it to the contact person (technical support and team leader).
35. Why can't I update a game in Game Center?
1. Try switching to another network to ensure that the problem is not caused by a poor network connection. 2. Tap and hold the game icon on the home screen, go to > ""App Information > Storage Space (Storage) > Clear Data"", restart the device and log-in again. (Do not perform this step for single player games to prevent loss of game data.)
3. If the device's OS is not the latest version, update it to the latest version and try again.
36. Why can't I open a game in Game Center?
If a game cannot be opened in Game Center, try the following steps: 1. Check if the server is under maintenance (follow the game's server and maintenance official notices).
2. If the device has insufficient memory, the game may exit on its own. Try to clear memory space or restart the device.
3. The game app is corrupted. Try to download and install the game again under a stable network connection. (Do not perform this step for single player games to prevent loss of game data.)
37. Why can't a game be updated to the latest version?
Cause of the problem: Updates are provided by the game's operator and must undergo a review process to ensure a good gaming experience. Updates will only be made available after they pass the review.
Troubleshooting:
Ask the user to wait patiently. Once the game update is available, open the game or ""Game Center > Me > Game"", there should be an alert for the update.
38. Why is there an error when I try to use a gift pack that is redeemed from Game Center?
A gift pack can only be redeemed and used once for each HeyTap account. Gift packs cannot be redeemed or used again. If the error occurs when a gift pack is redeemed for the first time, provide screenshots of the successful and unsuccessful redemptions and send them to the contact person (technical support, team leader).
39. Why haven't I received the game gift pack, VIP pack or item rewards from Game Center?
Game gift pack, VIP pack and item rewards from Game Center are distributed by game developers. If you have not received them, try contacting the customer service of the relevant game developer.
40. Why haven't I received the game event rewards?
If you haven't received the game event rewards: After the game confirms the winners, the game should contact them and ask them to provide their shipping information. If they have not received any communication or rewards after a certain period of time, send screenshots of the event and winning announcement to the contact person (technical support, team leader).
41. Why can't I reply to an in-game message with the screen orientated vertically?
While a game is running: 1. If the screen orientation lock is not enabled, the screen cannot be orientated vertically when opening the message window.
2. With the screen orientation lock disabled, close the message window to display the screen vertically.
3. If the screen orientation lock is enabled, the screen can only be displayed vertically after the message window is closed.
4. f the screen orientation lock is enabled, the screen cannot be orientated vertically when opening the message window.
If you cannot reply an in-game message with the screen orientated vertically, go to Message Settings and check if ""Message Window"" is enabled. Close this function to reply a message with the screen orientated vertically.
42. Why does the phone suddenly zoom in while a game is running?
While gaming, the screen may zoom in if the zoom in gesture function is enabled. Close it to resolve this problem. Zoom in gesture setting (OPPO & realme):
1. For ColorOS 5.0 or higher: Go to ""Settings > Additional Settings > Accessibility > Zoom in Gesture"", and turn the function on or off.
2. For ColorOS 3.0-3.2: Go to ""Settings > Additional Settings > Accessibility > Zoom in Gesture"", and turn the function on or off.
3. For ColorOS 2.0: Go to ""Settings > General"" > tap the second ""More"" > ""Accessibility > Zoom in Gesture"", tap the same spot on the screen 3 times to zoom in.
Zoom in gesture setting (OnePlus):
""Settings > System > Accessibility > Zoom in"".
43. Why does it show that my account is suspended when I log in to the game?
If it shows that your account is suspended when you log-in to the game: 1. If the account is suspended or muted due to the use of improper language, private account trading, use of third-party plug-in or other violations. Contact the game developer for more information.
2. If the account is suspended without committing any violations, report to the contact person (technical support, team leader).
44. What should I do if I forgot the game server location?
If you forgot the game server location: 1. Open the game and tap switch ID to see the most recent server location for the account.
2. Provide the name of the game, game display name, character level or purchase records and report it to the contact person (technical support, team leader).
45. I have received an event page error in Game Center.
If there is an event page error in Game Center: 1. Try switching to another network to ensure that the problem is not caused by a poor network connection.
2. Tap and hold the game icon on the home screen > ""App Information > Storage Space (Storage) > Clear Data"", restart the device and log-in again.
46. Why are my game assets frozen?
The reason your game assets are frozen: Game assets may be frozen due to offline trading, unfair trading, game currency transfers and other violations. Contact the game's customer service to see if your assets can be released.
47. There is a network error while downloading a game or update.
Cause: Check other pages of Game Center or go to a webpage on a browser to confirm whether there is a network error. If so, that would be the reason for the error.
Solution:
1. If there is a problem with the Wi-Fi connection, ask the user to check it or change to another Wi-Fi network (if the action does not use much data, ask the user to switch to cellular data).
2. If the user is using cellular data, ask the user to confirm that the connection is available (data network is turned on), if data access is disrupted due to failure to pay bills (sufficient phone credit) and ask the user whether the signal strength is sufficient (try again somewhere with better signal strength).
Other solutions:
1. Ask the user to try clearing download records and download the app again.
2. Close the Game Center and open it again to see if it can be downloaded normally. If the above cannot resolve the problem. Record the following information and contact the contact person (technical support, team leader)
a. Check if the problem occurs all the time and whether the problem can be recreated on a test device by customer service personnel.
b. Scenario description (including whether only one game or multiple games cannot be downloaded, download progress at the time of failure, error message, user's operations and so on).
c. Screenshot of the problem.
d. Name of the game that cannot be downloaded, Game Center version number, device model and ColorOS version number.
e. If the problem occurs all the time or at a high frequency, guide the user to capture the log and send it to the development team for analysis
(log capturing method:
1.Type "*#800#" in dialpad, goto LogKit
2.Turn on screen recording, and start logging
3.Return to the desktop, open the App Market and start to reproduce the bug
4.Return the logkit to stop logging, fill in the form, and save log
5.Search the “oppo_log” in the file manager, Press “oppo_log” and compress files, then Get the log “oppo_log.zip”
Note: the steps are quite complicated and users may not want to cooperate).
48. The game download progress bar is stuck.
Problem: If the game download progress bar is stuck:
Troubleshooting:
1. The problem may be caused by simultaneous download of multiple games. Ask the user whether they are downloading multiple games at the same time. Go to ""Game Center > Me > Download Manager > Currently Downloading"" to see the number of games that are being downloaded. If multiple games are being downloaded, then this is normal. To maintain download speed, at the moment, the Game Center only allows for the simultaneous download of two games at any time. While two games are being downloaded, a progress bar will appear for other games awaiting installing, but these games will wait in the queue. Once a download is completed, one of the games in the queue will start downloading.
2. Check if the network connection is stable and accessible. Ask the user to try downloading another game, opening other pages in Game Center or opening any webpage on a browser to see if the network connection is normal.
Solution:
1. If there is a problem with the Wi-Fi connection, ask the user to confirm whether the issue is the Wi-Fi network (if the action does not use too much data, ask the user to switch to cellular data).
2. If the phone is connected to cellular data, ask the user to confirm that the connection is available (data network is turned on), if data access is disrupted due to failure to pay bills (sufficient phone credit) and ask the user whether the signal strength is sufficient (try again somewhere with better signal strength).
3. If the above cannot resolve the problem, support the user, record the following information and contact the contact person (technical support, team leader).
(1) Check if the problem occurs all the time and whether the problem can be recreated on a test device by the customer service personnel.
(2) Scenario description (including whether only one game or multiple games cannot be downloaded, where is the progress bar stuck at, error message, user's operations and so on).
(3) Screenshot of the problem.
(4) Name of the game that cannot be downloaded, Game Center version number, device model and OS version number.
49. A game cannot be updated and the new and old version are incompatible.
Troubleshooting: Delete the older version of the game and install the newer version. 1. If the update cannot be downloaded completely, ask the user to delete the download records and try to update it again.
2. Close the Game Center and open it again to see if it can be updated normally. If the above cannot resolve the problem, record the following information and contact the contact person (technical support, team leader)
a. Check if the problem occurs all the time. The customer service personnel should try to recreate the problem.
b. Scenario description (including whether only one game or multiple games cannot be updated, error message, user's operations and so on).
c. Screenshot of the problem.
d. Name of the game that cannot be updated, Game Center version number, device model and ColorOS version number.
e. If the problem occurs all the time or at a high frequency, guide the user to capture the log and send it to the development team for analysis
(log capturing method:
1.Type "*#800#" in dialpad, goto LogKit
2.Turn on screen recording, and start logging
3.Return to the desktop, open the App Market and start to reproduce the bug
4.Return the logkit to stop logging, fill in the form, and save log
5.Search the “oppo_log” in the file manager, Press “oppo_log” and compress files, then Get the log “oppo_log.zip”
the steps are quite complicated and users may not want to cooperate).
50. Why are the game resources corrupted?
Solution: 1. If the download cannot be completed, go to ""Game Center > Mine > Download Manager > Current Downloads"" and delete all downloads. Try downloading the game from Game Center again.
2. If the download is completed, go to ""Home Screen > File Manager > APK"", find and delete the corrupted APK and download the game from Game Center again.
3. If the above cannot resolve the problem. Record the following information and contact the contact person (technical support, team leader).
a. Check if the problem occurs all the time and whether the problem can be recreated on a test device by the customer service personnel.
b. Scenario description (including whether only one game or multiple games have corrupted resources, error messages, the user's operations and so on).
c. Screenshot of the problem.
d. Name of the game with corrupted resources, Game Center version number, device model and ColorOS version number.
e. If the problem occurs all the time or at a high frequency, guide the user to capture the log and send it to the development team for analysis
(log capturing method:
1.Type "*#800#" in dialpad, goto LogKit
2.Turn on screen recording, and start logging
3.Return to the desktop, open the App Market and start to reproduce the bug
4.Return the logkit to stop logging, fill in the form, and save log
5.Search the “oppo_log” in the file manager, Press “oppo_log” and compress files, then Get the log “oppo_log.zip”
the steps are quite complicated and users may not want to cooperate).
51. A game has been downloaded, but cannot be installed.
Solution (OPPO/realme): 1. Go to ""Settings > General/Additional Settings > Security and Privacy (Device and Privacy)"" and see if the unknown source/permit installation of app from unknown source is enabled. If not, enable it.
2. The device's storage may be full. Try clearing the device to reserve sufficient space for the game.
3. The APK is a version that is lower than the current version or has compatibility issues. Try installing another version or downloading the app again.
Solution (OnePlus):
If a game is downloaded, but cannot be installed:
1. Head to ""Settings > Apps and Notifications > Special App Permissions"", see if ""Install Unknown App"" is enabled. If not, enable it.
2. The device's storage may be full. Try clearing the device to reserve sufficient space for the game.
3. The APK is a version that is lower than the current version or has compatibility issues. Try installing another version or downloading the app again.
52. A game is stuck in the installation process.
If a game is stuck in the installation process: 1. Try clearing the download records and download the app again.
2. Close Game Center, delete the APK and download it again.
3. Tap and hold the game icon on the home screen > ""App Information > Storage Space (Storage) > Clear Data"" and try downloading again.
53. Why there is no update notification in Game Center even though a game update is available?
Problem: There is no update notification in Game Center even though a game update is available.
Troubleshooting:
1. Ask the user for the latest version number and find out which channel or platform is the latest version of the game available on. Check which version of the game is available in Game Center
2. If the version in Game Center is lower, kindly inform the user that to ensure the quality of the game, the new version has to undergo a review. Game Center will try to make the update available as soon as possible. Thank the user for the feedback.
3. Record the name of the game and the latest version number and submit a report.
54. Why is a game being updated very slowly?
Problem: 1. Network issues may cause the time needed to download an update to be longer.
2. A large update will take a longer time to install.
Troubleshooting:
1. Check if the problem is caused by the network connection. Try opening other pages in Game Center, opening any webpage on a browser or downloading another game to see if the network connection is normal. If other downloads or webpages are also very slow, then the problem is caused by the network connection.
(1) If the device is connected to a Wi-Fi network, ask the user whether there are many other devices or processes (such as movie downloads) that are taking up bandwidth. Ask the user to switch to another Wi-Fi network (if the action does not use too much data, ask the user to switch to cellular data).
(2) If the device is connected to cellular data, ask the user to check whether the signal strength is sufficient (try again somewhere with better signal strength).
2. A large update will take a longer time to install. Ask the user for the size of the game update to check if it is a large update. If so, inform the user that this is normal. A large game involves more files and take a longer time to update compared to other games. Ask the user to wait patiently.
3. If the above cannot resolve the problem, support the user, record the following information and submit a report:
(1) Check if the problem occurs all the time and whether the problem can be recreated on a test device by the customer service personnel.
(2) Scenario description (including whether one game or multiple games update very slowly, user's operations and so on).
(3) Screenshot of the problem.
(4) Name of the game with the problem, Game Center version number, device model and system version number.
55. A game takes very long to load or cannot be opened.
Problem: If a game takes very long to load or cannot be opened:
Cause of the problem:
1. There may be disruption in the network connection.
2. There may be an error with the server.
Troubleshooting
: Ask the user to open any webpage on a browser. If the webpage cannot be opened normally, then there is an issue with the network connection.
Solution:
1. If there is a problem with the Wi-Fi connection, ask the user to check it or change to another Wi-Fi network (if the action does not use too much data, ask the user to switch to cellular data).
2. If the user is using cellular data, ask the user to confirm that the connection is available (data network is turned on), if data access is disrupted due to failure to pay bills (sufficient phone credit) and ask the user whether the signal strength is sufficient (try again somewhere with better signal strength).
3. If the above cannot resolve the problem:
(1) Ask the customer if the problem has occurred before.
(2) Customer service personnel to find and install the game themselves to see if the problem persists or occurs all the time.
(3) Thank the user for the feedback, record the name of the game, Game Center version number, device number, system version number and problem, and submit a report.
56. Why can't the phone detect an update for Game Center?
Troubleshooting: Ask the user for the device model. See if it is a new device (released in the last 3-6 months). If so, that is the cause of the problem.
Solution:
To ensure the user experience of new devices, in the first 3-6 months, the apps on the device will not be updated.
57. Why can't I redeem a game gift pack?
Troubleshooting: Ask the user to open other pages in Game Center or open any webpage on a browser. If the pages do no open normally, the problem lies in the network connection.
1. If there is a problem with the Wi-Fi connection, ask the user to check it or change to another Wi-Fi network (if the action does not use much data, ask the user to switch to cellular data).
2. If the user is using cellular data, ask the user to confirm that the connection is available (data network is turned on), if data access is disrupted due to failure to pay bills (sufficient phone credit) and ask the user whether the signal strength is sufficient (try again somewhere with better signal strength). Why does the webpage show that there are still gift packs for redemption, even though there is none left?
Solution:
1. Ask the user to close Game Center and open it again. Open the gift pack redemption page. If the gift pack balance is 0, inform the user that the previous balance was from the cache.
2. If the gift pack is available, but cannot be redeemed, guide the user to contact the game's customer service or submit a report to the contact person (technical support, team leader).
58. What should I do when a game gift pack is redeemed, but I've not received the items?
Problem: If a game gift pack is redeemed, but the user has not received the items:
Record the following information and submit a report to the contact person (technical support, team leader) for checking:
1. Screenshot of successful redemption.
2. Name of the game, name of the gift pack redeemed, content of the gift pack, user's device model, game account, game display name and server location.
59. The content of a gift pack is not as described.
Cause of the problem: Solution for gift pack content errors:
Thank the user for the feedback and record the name of the game and gift pack information (items listed in the gift pack description and the actual content received by the user) and submit a report to the contact person (technical support, team leader).
60. A gift pack cannot be redeemed due to a code error.
Problem: If a gift pack cannot be redeemed due to a code error:
Troubleshooting:
Support the user and record the following information and submit a report to the contact person (technical support, team leader) including the name of the game, name of the gift pack redeemed, content of the gift pack, user's device model, game account, game display name and server location.
61. Why can't I enter a text message in the game?
Solution for when unable to enter text message in a game.1. Ask the user to close the app and log in again to see if the problem can be resolved.
2. If the problem cannot be resolved, record the name of the game, user's device model, game account, game display name, server location and time of occurrence, and submit a report to the contact person (technical support, team leader).
62. Why am I muted during in-game chat?
Reasons why a user is muted during in-game chat: 1. The user sent a message relating to prostitution, gambling or drugs.
2. The user sent a message containing sensitive political content.
3. The user maliciously attacked another user.
4. The user spread rumors or used negative language.
5. The user has exposed and encouraged other users to exploit a loophole in the game.
Troubleshooting:
1. Ask the user whether they received a mute notice stating the reason and duration. Generally, a user who is muted will receive a notice. If the duration is stated, ask the user to wait patiently for it to be lifted.
2. Ask if the user has performed any of the above. If the user said they did not commit any of the above or felt very strongly against the muting, calm the user down and record the name of the game, user's device model, game account, game display name, server location and time of muting, and submit a report to the contact person (technical support, team leader).
63. There was an in-game task error.
Solution to an in-game task error: 1. Ask the user to close the app and log in again to see if the problem can be resolved.
2. If the problem cannot be resolved, record the name of the game, user's device model, game account, game display name, game level, server location and task name, and submit a report to the contact person (technical support, team leader).
64. Why can't I collect my task rewards?
If user cannot collect their task rewards: 1. Ask the user to close the app and log in again to see if the problem can be resolved.
2. If the problem cannot be resolved, record the name of the game, user's device model, game account, game display name, game level, server location, task name and rewards, and submit a report to the contact person (technical support, team leader).
65. The game showed that I have collected a reward, but I did not receive it?
Problem: The game showed that a reward is collected, but the user did not receive it.
Troubleshooting:
1. Ask the user to close the app and log-in again to see if the problem can be resolved.
2. If the problem cannot be resolved, record the name of the game, user's device model, game account, game display name, server location, rewards and time of collection, and submit a report to the contact person (technical support, team leader).
66. The Game Center search results page failed to load.
Problem: The search results page of Game Center failed to load.
Troubleshooting:
1. There is no result for the keyword that the user searched for. Ask the user what was the keyword and whether the error only occurs when this keyword is used. If the other keywords are working normally, the reason is due to no associated results. Thank the user for the feedback and inform the user that we will add related results for the keyword as soon as possible. Report the keyword and a summary of the problem to the contact person (technical support, team leader).
2. Check if there is an issue with the network connection or it is not accessible. Ask the user to open other pages in Game Center or open any webpage on a browser. If the pages do no open normally, the problem lies with the network connection.
(1) If there is a problem with the Wi-Fi connection, ask the user to check it or change to another Wi-Fi network (if the action does not use much data, ask the user to switch to cellular data).
(2) If the device is using cellular data, ask the user to confirm that the connection is available (data network is turned on), if data access is disrupted due to failure to pay bills (sufficient phone credit) and ask the user whether the signal strength is sufficient (try again somewhere with better signal strength). If the above cannot resolve the problem, record the following information and submit a report to the contact person (technical support, team leader). Scenario description (time of occurrence, error message, user's operations); screenshot of the problem; Game Center version number, device model and system version number.
67. A page in Game Center failed to load.
Cause: Network connection is unstable or cannot be accessed.
Troubleshooting:
Ask the user to open other pages in Game Center or open any webpage on a browser. If the pages do no open normally, the problem lies with the network connection.
Solution:
1. If there is a problem with the Wi-Fi connection, ask the user to check it or change to another Wi-Fi network (if the action does not use much data, ask the user to switch to cellular data).
2. If the user is using cellular data, ask the user to confirm that the connection is available (data network is turned on), if data access is disrupted due to failure to pay bills (sufficient phone credit) and ask the user whether the signal strength is sufficient (try again somewhere with better signal strength).
3. If the above cannot resolve the problem. Record the following information and submit a report to the contact person (technical support, team leader).
a. Check if the problem occurs all the time and whether the problem can be recreated on a test device by the customer service personnel.
b. Scenario description (time of occurrence, error message, user's operations and so on).
c. Screenshot of the problem.
d. Game Center version number, device model and ColorOS version number.
e. If the problem occurs all the time or at a high frequency, guide the user to capture the log and send it to the development team for analysis (log capturing method: [link url=""http://bbs.coloros.com/find7-100618-1-1.html""]http://bbs.coloros.com/find7-100618-1-1.html[/link]; the steps are quite complicated and users may not want to cooperate).
68. Why are the payment event rewards not the same?
Ask for a screenshot of the event page, the winning notice and the rewards page and submit a report to the contact person (technical support and team leader).
69. I can't take part in a payment event even though I qualify for it.
Check if the user qualifies for the event. If the user qualifies for the event, but cannot participate, collect the user information and submit a report to the contact person (technical support and team leader).Related Articles
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