Hidden City FAQ

***Note:*** *This wiki is maintained by fans of the game, and is not affiliated with G5 Entertainment. If you are experiencing technical issues with the game itself, please contact customer support.*

Hidden City, like any game, can be hard to understand. Monthly updates, limited-time events, and glitches can make things even more confusing.

The following list of frequently asked questions covers some of the most common questions that players have about the game.

## Hidden City FAQ

### Why haven't I received the new update?

* It depends on when the devices appstore decides to release it. G5 can submit the update to the store but it has to go under review and then the appstore has to approve it.
* Please be aware that G5 announced that they **wouldn't be updating their games for anything earlier than Windows 10**.

### How do I check for updates on Windows 10?

1. Open Microsoft Store
2. Click on "Library" in the lower left hand corner. Wait for your apps to load
3. Click on the "Games" tab
4. Click on "Get Updates". This will get any game updates you don't already have.

### How do I contact support?

If you are having technical issues with the game, or something doesn't appear to be working properly, the best thing to do is to contact *G5 Entertainment* support for assistance. Some players make the mistake of writing a review of the game, where they ask how to fix a problem they encountered. However, you will not get a timely response from the company, and it is likely that no staff members will even notice your question there. Instead, you should contact *G5* support through one of the following methods:

1. Send an email to **support@g5e.com** . Consider saving it in your address book, so it doesn't end up in your spam folder by mistake.
2. In your **newsfeed** area, click the green button that says **"Send Feedback"** and then click **"Report a Problem"**.
3. **Submit a ticket** through the *G5 Zendesk* account. You will need to either make an account, or use Facebook to sign up (which is faster), so they can respond to you.

### Why do I still have items from the last event?

* Event entry items may not always be converted to Skeleton Keys right away as sometimes when a new event starts, players will still need the previous event entry keys in order to play the previous event location.

### What is a *Paid Location*?

* A *Paid Location* is a location that needs Skeleton Keys to enter. To find out which locations use Skeleton Keys, please visit the Locations page.

### What are Skeleton Keys used for?

* They are special entry keys required to enter some locations like Santa's Workshop, Polar Quarter, Picnic. To find out more, visit Skeleton Keys. To find out which locations use Skeleton Keys, please visit the Locations page.

### What is a *Story Location*?

* A *Story Location* is a location that the game has declared is related to the event location for the duration of an event. The game will then give you tasks to complete that must be accomplished in the "Story Locations". There will be an icon on the right side of your main screen that will show you the Story Locations for this event. And the current event page will mention this information.

### What is Monstrology

* This is a term that refers to the mini-event Monstrology Mini-Event. Quite a while ago, the game used the terms "Monstrology" and "Phantoms" to refer to the old style of these mini-events. People on the Wiki still use the term as a convenient shorthand to refer to the current style of the mini-event.

### What are Phantoms

* This is a term that refers to the mini-event Monstrology Mini-Event. Quite a while ago, the game used the terms "Monstrology" and "Phantoms" to refer to the old style of these mini-events. People on the Wiki still use the term as a convenient shorthand to refer to the current style of the mini-event.

### Should I try to play through a location or search different places?

* The game is designed in a way where you can play the cases/quests/events or just play only events or only diary cases. You can even ignore everything and just play random locations for fun.

### What do the symbols mean on the icons on the left?

These symbols help players distinguish different types of quests:

* **Candle**: Case from the Diary of Investigations
* **Red Dot with Closed Eyes**: Quest about Monsters
* **Anomaly Sign**: Quest in which you learn about that particular anomaly
* **Brown dot with a Roman Cipher in it**: a invitation to play a location or mini-game to get a higher rank
* **Bag**: a Collection

### If I have already completed a collection should I assemble it again if I have the necessary items?

* It's a personal choice. Some collections have rewards that you might want to receive again. Be aware that if you've completed a collection before getting the quest for it then you'll be asked to find all the separate items again.

### How do I get more friends?

* Check out the "Friends" page. It has an add list and gives suggestions as well.

### Do I need a wishlist? How do I make one?

* If you want certain assemblers and collection items faster, then yes you do. The wishlist shows up in your friends news feeds and tells them what you want most.
* The Gifting page has instructions on how to make a wishlist.

### If I send a gift does it disappear from my inventory?

* If you send a Collection Item or a Sticker, yes, it will be taken out of your inventory. If the other person declines the Collection Item or Sticker, the item will **not** be given back to you.
* If you send an Assembler or a Gift Box, no, it will not be taken out of your inventory.
* The Gifting page has more information about gifting.

### Does it still come out of my inventory if I send a Collection Item in response to a request?

* Yes, Collection Items sent in response to a request will be taken out of your inventory.
* The Gifting page has more information about gifting.

### I don't want people sending me stuff that I don't ask for. How do I make that stop?

* Try writing "Wishlist only" in your nickname.
* Message the person and explain to them that you only want wish list items.
* If that doesn't work then, you can click the X to ignore the gift and not have it added to your inventory.

### What does the “hands” symbol over some of the locations means?

* It means that a friend gave that specific location a "bonus" when they visited you. Check our Visiting page to learn more.

### My "Achievement" section in the game is greyed out and I can't access it.

* It is only accessed through the mobile version of the game and not on PC.

### How can I change my avatar image to one of my own - not one of the games?

* The My Profile page has information about your profile, including how to change your avatar.

### The banners for the locations won't stop popping up all the time, is there a way I can turn this off?

* Either bookmark them or play the quests that are related to that location. The banners pop up because there is an active quest for that location.

### My boost isn't working correctly, what do I do?

* Contact support. Tell them the exact problem and include screenshots if possible. They should be able to help you.

### What happened to the Philosopher Stone?

* We don't know, but try contacting support.

### How do I add a new player profile (create a second account)?

* First, you will need a different email address to use. (The game does not allow two player profiles to be associated with one email address.) You can easily create a different (free) email account.
* To add a new Player Profile in Windows, create a new Windows Local Account. Information on creating a new Local Windows Account can be found on Google or Youtube (make sure to include the Windows version in you query, e.g. "Windows 10 creating local account"). Also, you do NOT need to create a Microsoft Account to access the Microsoft Store for the additional Local Windows Account.
* Download a new copy of the game (from the Microsoft Store) while in your new Windows Local Account.
* Start up the game and start to play the tutorial.
* You will have to get to Level 2 in order to be able to link this Local Windows Account to your new email address. When at Level 2, click on your avatar (even though it is just a silhouette). This will take you to your My Profile page and you can link your new email address at this point.
* After the Player ID is linked to an email address, the Player Profile can be used on any Local Windows Account or alternate device (mobile phone, tablet, etc).

### Can I download the game on another device and not lose my progress?

* If your profile is set up and you know your player login/password, then yes.

### How do I get Illusions anomaly to appear?

* Check out our Anomalies, Summoners and Dispellers page for more info on that.

### Why do I lose energy when I close the game?

* According to G5 the fact that players could close the game in the middle of a scene and keep their energy was a "glitch". It's now been fixed by them.

## Related Pages

* Home Page
* Wiki FAQ
* Hidden City Info
* Events
* Locations
* Friends
* Gifting
* Visiting
* Gameplay

***Note:*** *This wiki is maintained by fans of the game, and is not affiliated with G5 Entertainment. If you are experiencing technical issues with the game itself, please contact customer support.*