Support

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*Please refer to frequently asked questions at 505 Games Support before submitting a report.*

#### **Non-Critical Bug Reports and Feedback**

*Should be submitted here:*

https://fs30.formsite.com/505games/pocketpioneers/index.html

#### **Critical Issues**

*Should be submitted via the 505 Support Website:*

https://support.505games.com/hc/en-us

**What is a Non-Critical bug?**

* known bugs that we are working on addressing (check #Known\_Bugs/Issues|Known Bugs/Issues)
* invisible coop/barn (known bug, requires manual fix)
* tile issues (known issue, requires manual fix)
* device compatibility
* typos in game
* daily rewards/daily log in bonus issues
* crashing/hanging
* graphic problems
* exploits may also be reported here or via support\*
* feedback and suggestions

**What should be submitted to 505 Support?**

* Payment/purchase issues
* Account Access/Lost Account
* Exploits (support or bug reports)
* Critical Issues (not listed in #Frequently\_Asked\_Questions|FAQ or #Known\_Bugs/Issues|Known Bugs/Issues)

## Support Request Requirements

When submitting a support ticket, please include in your ticket:

* **IGN#1234** (in-game name including the numbers)
* **Your device model** (brand and specific model)
* **Screenshot of your Account ID** from the splash screen (this will help if you are having purchase related issues)
* **Screenshot(s) of the issue**
* **Specific detail of the issue** Example: If it is invisible coop/barn or broken tile, please make sure a screenshot clearly indicates which coop/barn or broken tile on your farm. If you are missing item/gems/event items, please be specific as to what it is and how many you are missing. If the issue is related to the equipment, provide a screenshot of the crafting table screen showing the equipment in question.

In some cases the bug and issues require a longer time or more specific information to manually correct. Submitting your issue as a ticket will ensure that we have a record number attached to your issue and that our support and customer service team can reach out to you if they need.

*Not including all of the above may further delay resolution as support has to go back and forth to confirm details of the issue.*

## Frequently Asked Questions

*See Discord server's **#faq** channel for latest information.*

## Known Bugs/Issues

*See Discord server's **#known-bugs** channel for latest information.*

**Google Play notice that "App isn't compatible with your device anymore"**

Your device may have been excluded from Google Play due to the GPU which is causing rendering and graphics issues. This is a manufacturer related issue which we do not have control over. We are trying to resolve this issue with the chipset manufacturers however, your device may no longer be able to update because of this. This may change with out notice at anytime. Sorry for any inconvenience.

**App isn't Compatible Notice after 11/5/2020 Update**

We are seeing an increased report of players having this message on Google Play. We are looking into the reason why this is happening. If you are affected please submit a ticket using the **Non-Critical** support link above.

*Edited on 11/6/2020*

For those with these devices you should have access to the app again.

* Moto G
* OPPO A3
* Samsung J6+
* Samsung J7
* Samsung Galaxy S7
* Vivo V9 (6gb and Pro also)
* Xiaomi Redmi S2
* ZTE Blade X Max and X2 Max

However:

* Samsung Tab A, we are still investigating the issue.
* Vivo Y11, this device is not supported due to either minimum OS and Open GL compatibility

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