Mobile devices

If you are experiencing any issue with viewing ads in our games on your mobile device, please try the following steps:

  • Please quit and reopen the app
  • Restart your device - yes, we know “Have you tried turning it off and on again?”...but it does work most of the time!  
  • Please ensure that you are running your device on a stable connection. Anything above 5mbs down should be adequate. You can test your connection here. We recommend running our games on a wifi connection to ensure the best performance and to avoid any additional carrier charges.
  • Please ensure your game is up to date by visiting the relevant App Store page. If you see an “Open” button, then you are running the latest game version available.
  • Please make sure that you are also running the latest available operating system for your device.
    For Android: Settings > System Updates > Check for Updates
    For iOS: Settings > General > Software Update
  • Allow your ads to be tracked - in your device settings. Enabling Limited Ad Tracking or changing your Ad ID may cause issues with in-game ads such as availability or seeing the same ads displayed repeatedly.We recommend having this option disabled for optimal performance.
    For Android: Settings -> Google -> Ads -> Uncheck “Opt out of Personalized Ads”
    For iOS: Settings > Privacy > Advertising -> Uncheck “Limit Ad Tracking”Please do not “Reset Advertising ID” on either device.
If these steps do not resolve your in-game ad issues, please contact through the help menu in the game settings menu with the following information:
 
Any steps you may have already taken to try and resolve the issue so that we can better investigate this for a proper resolution.
Please also include any information about the ad - if available i.e.:
  • The subject of the ad
  • At what point in the game was the ad shown?
  • Was there a close button?
  • If available, screenshots are very helpful.

 

Desktops & laptops

For the best experience with our games we recommend to play with either Chrome or Firefox. Other browsers and older computer configurations will most likely work, but performance will vary. Ideally we also recommend that you use a 64bit machine with a 64bit browser.
 
If you are experiencing any issue with viewing ads in our games, please try the following steps:
  • Ensure that you are running your computer on a stable connection. Anything above 5mbs down should be adequate You can test your connection here.
  • Browser plugins like AdBlock or Script Blocker prevent applications from loading. Please check to see if you have any of these plug-ins installed. If you do, we recommend that you temporarily disable them and test your game.
  • Ensure your browser is allowing 3rd party Cookies. Most of our games offer the ability to “personalize” your ad experience. If you opt out of this, you may not see ads in your web games. Check your game settings menu and ensure you have not opted out of “Personalized Ads”.
     
  • We also suggest trying your game in an “Incognito” or “Private” browsing mode, you will have to log into Facebook and reload your game again. Incognito/private browsing mode often disables any extra plugins that may be installed and allows customer care to help narrow down where the issue might be originating from.
If these steps do not resolve your in-game ad issues, please contact us with the following information:
  • User ID (located in your game settings menu),
  • What Operating system are you using?
  • Which browser are you using?
Please also include any steps you may have already taken to try and resolve the issue so that we can better investigate this for a proper resolution.
Please also include any information about the ad - if available i.e.:
  • The subject of the ad
  • At what point in the game was the ad shown?
  • Was there a close button?
  • If available screenshots are very helpful.