Help Center & Support
Find answers to frequently asked questions.
Account
Progress is saved automatically every few minutes. However, if you want to err on the safe side, Force Saving the game via Medieval Merge > Settings > Force Save might be a good idea!
Please pay attention to whether or not the date is being updated when Force Saving the game, and, if it isn’t being updated, please contact us via in-game mail.
Ensure you’re connected to the same Google Play Games or Game Center account as the last time you played the game and it should fetch your data once you enter the game.
If you’re unable to recover your progress, contact us via in-game mail we’ll try to recover your progress!
If you’re switching over to a new device that uses the same operating system as your current device, make sure you Force Save the game on your older device and log in to the same Google Play Games account (Android) or Game Center (iOS) on your new device.
If you’re switching to a different operating system, please Force Save the game on your older device, contact us via in-game mail, and select “Transfer”. Please include both the game ID of your current and new devices. Please let us know once you fetch your data after we restore/transfer it so you can keep playing the game normally.
Your game ID is the alphanumeric code at the bottom of the game’s settings menu.
An ID can only be generated if you’re connected to either Game Center (iOS) or Google Play Games(Android).
If you cannot connect/enable Google Play Games, please reinstall Google Play Games and try again.
Purchases
Although most purchases are delivered instantly, some may take some time.
Please refer to Google Play or Apple and check the status of your purchase as it may have been canceled, refunded, or still is in process.
If you still haven’t received your purchase, please close the game and relaunch it.
If you’re on Android and have been charged and relaunching the game has not resolved the issue, please contact us via the in-game mail in the settings menu, select the corresponding option from the drop-down menu, and include a copy of your receipt.
If you’re on iOS, please request a refund at: https://support.apple.com/en-us/HT204084.
Troubleshooting
Please follow the instructions below to fix the issue:
- Restart the game;
- Restart your device;
- Update Google Play/App Store;
- Update Android/iOS;
- Restart your network;
- Make sure the game has the permissions needed to run on wifi/mobile data;
- Make sure your clock settings are updated;
- If you are using public wi-fi, there may be a limitation on which apps work on it;
- Make sure you have plenty of storage space available on your device;
- Avoid playing with a low battery.
If none of these fix the issue, please wait a bit and try again in a while.
If the problem persists, or it’s an initialization error, please contact us via the support button on the error screen.
Known Issues
In case you’ve sent a ticket and have yet to be answered, first do the following:
Check if our reply has been flagged as spam;
Check if your inbox is full.
If even so, you have not got an answer, please send a new email and we’ll try to get to you as soon as possible.
Keep in mind that our support is only available Monday through Friday during business hours (GMT -3).
Please contact us via in-game mail and let us know which Dark Jewels levels you need to be able to complete the item’s chain.
You’ve likely concluded all the game content available – for now!
We’re still working on more quests and content, stay tuned for new updates!
Unfortunately, we do not return items sold accidentally, nor gems used up on accident. 🙁
Remember that you can undo a sale in case you’ve accidentally sold an item!
Still have a questions?
If you cannot find answer to your question in our FAQ, you can always contact us: