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FAQ
| Q: | How can I purchase your game(s)? / What payment methods do you offer? |
| A: |
If you're from countries, where paid apps are available on Android Market (read here)
you can find our apps in Market app on your phone: Jewellust Devilry Huntress Crystallight Defense Tap'n'Feed Jewellust Xmas EGGGZ Myth Defense or just All our games Note that our games may be invisible on Market if you have "hacked/rooted" firmware. If you can't find our games on Market in your country, you can also purchase our games using Mobihand store: Jewellust Devilry Huntress Crystallight Defense Tap'n'Feed Jewellust Xmas EGGGZ Myth Defense |
| Q: | Why can't I find full versions of your apps on Market? |
| A: |
Currently our games are available on Android Market in these countries. If you live in one of these countries but can't find our apps on Market, problem can be not in Google but in last carrier update. Please contact your carrier support to find out what's wrong. All we can do in such situation is to suggest you alternative payment methods. On our site you can see currently available methods, for example Mobihand Store. As far as we know full versions of our games are invisible for some "hacked/rooted" firmware. |
| Q: | Is the cost for the full version monthly or just one payment? |
| A: | It is one-time payment. |
| Q: | I can't download!!! Why? |
| A: |
Our customers are contacting us to complain that they cannot download the application after purchasing it. We found that there are few reasons for this problem. See if you find the problem that applies to you below. We hope that this description will help you. Problem: User entered the wrong credit card number or the credit card is declined. Resolution: Users that have this problem need to sign into their Google Checkout account and change the credit card information.
Problem: The credit card takes a long time to be authorized. Resolution: Users that have this problem need to sign into their Google Checkout account and check the status of their order. We have no way to speedup the process of credit card authorization. Problem: Google download server does not allow the user to download the application. Resolution: Contact Google by using the Market forum. Here are some our advices.1. Mostly download problems exist on holidays when many people try to download apps from Market and it fails to serve such amount of clients. So purchase NOT on holidays. 2. When you download make sure that there are no other downloads in progress. You have more chances to fail if there are 2 or more simultaneous downloads. 3. Jewellust's size is 3.8Mb, Crystallight's size is 2.5Mb, so you should use fast internet connection (3g gprs network or wifi connection). So if connection is poor you may go to settings->wireless controls and change network type (from wifi to gprs and vice versa). 4. Do not request for refund just because you can't download the app. Acccording to market rules you can get refund only once per app (and withing 15 minutes after purchase). Don't worry, if you purchase the app and your card is accepted, you'll download it sooner or later. If you can't download for at least 2 hours made sure that you card was accepted by google on our Order Search Form. If your card was declined you can't get a refund because your card wasn't charged. Problem: User cannot download application after phone has been reset or exchanged for a new phone. If you do not enter the same Google Account you will not gain access to your prior purchases. If you forgot your Google password and you need to use a new Google account you need to purchase the application again. Source |
| Q: | Market says that game is purchased, but still "download unsuccesful"! What's wrong? |
| A: | Let's see how Android Market system works. When you purchase application via Market it immediately lets you ability to download app as it uses "optimistic purchase" model. Market can't know status of your purchase until it checked your card (whether it's valid or not). Normally you purchase the app and start downloading it; download pauses for some time until your card is authorized and passed all security checks; then download resumes, and as a result you have this app downloaded. BUT: if your card didn't pass security checks - you don't even know about it. You still think that it's ok and waiting for download completion. Yes, Google Checkout sends an email in such cases, where it explains what happens and what to do. But in most cases mailbox attached to your Checkout account is auto generated and looks something like me-bgfcs0f0@checkout.google.com. Of course you don't check this weird mailbox and don't see an email. We saw such cases so many times. Market application keeps telling that app is purchased even after we receive Checkout resume: "The authorization of the customer's credit card failed. Google has sent an email instructing the customer to update their card. If they fail to provide a valid card within seven days, this order will be automatically cancelled by Google." So if you've purchased our game but can't download it for a hour or more, try to check your Checkout account's mailbox and read instructions received from Google. You can learn all details about creating and managing Google Checkout account on Checkout Support Center. If Google Checkout has declined your card it doesn't surely means that card is bad - sometimes it declines cards accepted by others, we don't know why. To resolve this situation you can change payment method in your Google Checkout account and enter another card's details. Also please read this Google article about payment methods accepted by Google. In order to know what happened with your order you can use Order Search Form. |
| Q: | I'm sure, I've paid for the game but it did not download. I have checked Checkout mailbox and it seems that all is right. / Market don't let me download the newer version! Why? |
| A: | If you've checked your mailbox and sure that your payment is ok - don't worry! Such things happened before and in all cases everything finally was ok. It's not our fault. This can be due several reasons: connection may be bad, market may be too busy, etc. You should wait for a while and try to download it later. Optionally you can turn off and then turn on your phone and repeat an attempt. Try to change internet connection type: use EDGE (GPRS) connection instead of WiFi and vice versa. In some cases it helps. Anyway you should check your order by yourself. In order to know what happened with you order you can use Order Search Form. |
| Q: | I bought it but can't download. So I requested a refund and bought again, but app still wouldn't download. Now it doesn't allow me to request a refund and try once more! Help! |
| A: | You should not request a refund in such situation - it doesn't help. It's not in our power somehow make apps getting downloaded, because they are on Google servers.
We only upload apps there. If app isn't downloading for 2 hours you should use our Order Search Form to check the status of your order.
If app isn't downloading for 12 hours you should take a look at Android Market Help and
Android Market Forum. There are two variants here: Market has not check your card yet or has checked but card is declined. By the way - according to market rules you can request a refund only once for a application. |
| Q: | Google doesn't accept my debit card, please help! |
| A: |
Market has some problems with debit cards. Please take a look at Android Market Help and Android Market Forum. |
| Q: | I have purchased your app, but it still runs as trial! Do something! |
| A: |
Our lite and full versions are different apps. For example lite version of Jewellust is called "Jewellust Lite", and full - "Jewellust"; they are two different apps and can be installed and uninstalled separately.
The full version icon doesn't have inscription "FREE" on it. When you buy the full version, download may take some time, that's why you can't see purchased app immediately. You can find all answers regarding to downloads in this FAQ. |
| Q: | When I update your app it says "authorizing credit card". Is it charging my card? |
| A: | According to Market rules you are not chaged for updates. This help center article should explain everything in detail. |
| Q: | I've purchased your game at Mobihand store. How do I get the serial no? Where I can download the game? |
| A: | Serial number is 16-digit activation code you get when game is purchased. Mobihand sends complete instructions to your mail when you purchase the game. To find your activation code go to mobihand.com, authorize and then go to "My apps". You can find game's package (apk file) and serial. When app starts, enter the code; it is required only once. Note that there are no zeroes in our serials, only "O" letters. |
| Q: | Game "FORCE CLOSES" every time I lauch it! / When I launch the game it shows black or logo screen and nothing happens! What should I do? |
| A: |
All our games (except Myth Defense) have "Safe start" feature. If game "force closes" or freezes when starts you should use it. When your phone have been running for a long time, about a week or so, Android may behave strange. It became laggy and doesn't wait for apps to save their data. As a result when you exit game by HOME button and then restart it, game may read wrong data and "force close" dialog may appear. To avoid this next time start the game holding trackball button before it loads completely, then release trackball. In this case game "forgets" previous unsuccessful saving and loads menu. By the way in all our games there is an option "Save and Exit". To avoid described situations you should use it instead of "HOME" button when possible or just restart your phone from time to time (about once in 3-4 days). |
| Q: | I get the message "Emulator not supported". What's happened? |
| A: |
This message means that the unique phone ID request returns empty ID (as emulator does). But the ID (your phone’s IMEI) is necessary for storing your profile in the online storage (it's needed to rank your results on leaderboards, restoring lost profiles, etc). So, the empty IMEI is irregular situation (unfortunately, it's the firmware issue). To ensure that IMEI isn't correct go to the Settings/About phone/Status and look at the IMEI value. Value like "000000000000000000" means system failure while reading IMEI. Try to restart your phone. This helps in most cases. |
| Q: | All my profiles are lost. Why and how can I restore them? |
| A: |
If your phone have been running for a long time, about a week or so, Android may behave strange. It became laggy and doesn't wait for apps to save their data. As a result when you exit game by HOME button and then restart it, game may read wrong data or erase files while saving data. To avoid such situations you should use "Save&Exit" dialog button instead of HOME button. Using such exit method guarantees that all data will be saved correctly. All games except Myth Defense: Please use Profile Recovering Feature to restore your profiles. It exists in every our game (except Jewellust). As profiles are synchronized with online storage, we've added a special feature to our games: you can restore all your profiles (up to 7) if they were lost. For instance, you played the game and then uninstall it (when uninstalling, all game data is erased). If you install the game later, you can restore all your profiles and continue to play! Note that it works only if you use the same phone. To restore profiles go to Profiles page in the Main menu, then hold trackball for 3 sec and agree with dialog. Myth Defense: See this answer. |
| Q: | All my progress has been lost when the battery is taken out. Why? |
| A: | Sorry, but nor we neither Android OS can't "feel" that phone power is off in such way. That is why your current profile's progress can't be saved. However if you exit game, switch to desktop or another application before you take out the battery your progress will be saved. |
| Q: | I have the latest build but my profiles are getting deleted everytime I exit and reopen the app. Why? Btw, I am using a rooted firmware with the Apps to SD card hack. |
| A: | Yes, our game may not work properly on hacked firmware. Install Jewellust on standard firmware - it works perfect there. |
| Q: | Why is your game so laggy? It could be smoother! |
| A: |
Game itself is quick enough, it runs about 30-35 fps. But because of Android OS behaviour game processing becomes unstable and laggy. When Android thinks that there are no resources to run app
it kills some processes and frees its' resources. It is well known that Android distributes resources wrong way, it even never uses available memory (192M for G1). So when
on phone runs some processes in background (Google Map, Google Talk, etc.) and we launch app that uses at least 6M of memory Android sometimes becomes "nervous" -
it kills and relaunches processes,
performs many garbage collect actions and so on. When you playing a game you'll feel such Android activity as frame freezing,
sometimes game responses not immediately. In most cases OS does such things not so long and then stays calm but sometimes however it lasts too much time.
As Android was planned as system with no explicit process termination, you can't kill once started processes yourself.
So the only way to get rid of these "lags" is to restart your phone. For quick restart
you can use CALL+MENU+POWER.
If you want you can read about details in this Google groups thread |
| Q: | I beat the whole game. Why can't I play it again? |
| A: |
Go to the Main Menu. Tap the 'Profiles' button. Tap on empty slot and create new profile. Tap on it and play.
You can play in our games forever. When all profiles are used, just delete one of them and continue!
|
| Q: | Market says that you game has access to phone calls. Why? |
| A: |
We don't know why READ_PHONE_STATE permission is named this ridiculous way - "Phone calls". Our games ask for two permisions (you can see full permissions list in Android Reference): INTERNET (for online profiles and access to our site): Allows applications to open network sockets READ_PHONE_STATE (for identify device for leaderboards): Allows applications to check device ID. ACCESS_NETWORK_STATE (for online profiles): Allows applications to access information about networks. CHECK_LICENSE (for DRM needs): Allows applications to check license. To make calls application should have CALL_PHONE permission, but we don't ask for it. You can make sure that our games ask only these permissions, for example, using Androlib. Below the game description you can see: System permissions : 4 INTERNET ACCESS_NETWORK_STATE READ_PHONE_STATE CHECK_LICENSE |
| Q: | Game wants to connect to Android Market. Is there a way to play offline? |
| A: |
Normally our games need internet connection only for first authentication per installation. They can also ask authentication after version update.
To play offline without issues, please make sure that Android Market works ok before you launch the game in the first time. Usually after 2-3 minutes game
gets license from Market and can work ofline. Usually customer receives license to use the game within 15 minutes but sometimes Market can delay it. That's why we recommend to launch the game once again 20 minutes after the first launch. If it's all right, the game will work offline. |
| Q: | Game don't track my score, I can't see online scores! What should I do? |
| A: |
Try to open our site in the browser on your phone. Technically, if it opens score tracking system should work.
Try to restart your phone, launch the game and press High Score button. You should see High Scores table. If all lines are "loading" check your
Internet connection. If you're sure your connection is ok, but can't see High Scores table, please contact us. If you can see it but think that system don't track your score,
enter http://crystallight.smartpixgames.com/user.php?n=<your name> into browser (you can do it from PC), replacing <your name> with your profile's name. If you have
noticed something strange, please let us know, we'll solve problems together. We're interested in your satisfaction!
|
| Q: | My phone doesn't have a trackball, what is the substitute button for the trackball? |
| A: |
You should use CAMERA button instead or INFO option in options menu.
|
| Q: | Help me to solve the puzzle with the rotating circle! |
| A: | You have to place all gems to cells in the order that repeats the order in the center circle, but with one restriction:
gem in each cell must be one of four colors (shown on the cell's frame). So the main trouble is to find first cell. (Do not read the text below if you want to solve the puzzle yourself). The right order (from the top cell, clockwise): red, yellow, green, blue, orange, purple, white. |
| Q: | It's very difficult to play! Gimme more fun! |
| A: |
MD is deeper than most such games, it has "Shop", "Alchemy Lab" and "Hall of Fame" (achievements). Click button "Citadel" and you can enter to the Shop. Harndess 1 is pretty easy, comparing to other TD games, but to play on higher difficulty levels you should buy upgrades in the Shop. Take a look at Alchemy lab. There you can create runes (once you start you have 3 of them to try) to enforce your towers (it's very important playing first waves). In addition, the more you achievements (see Hall of Fame) you have the more percents added to your GP when you finish any level. By the way, when play on lower levels, use fire towers instead of arrows. Here are some tips (you can see them when the game is loading): - Enemies run slower across swamps or puddles. - Glory Points multiplier increases GP earned for killed enemy. - Building your defenses, do not forget about flying enemies. - Various creatures can be more or less resistant to fire, magic, etc. - Runes enhance abilities of towers. See details in Alchemy Lab. - Spend your GP for improvements at the Shop within the Citadel. - When you pass the whole campaign, you are advanced to the next rank. - Every time you pass the campaign it becomes harder. - At higher hardness levels enemies become clever, they try to find the safest way. - You can pass every campaign location as many times as you wish. - Use traps to slow enemies down. - Critical strike gives you multiplied GP and coins. - Critical strike causes multiplied damage and finishes off the enemy. - You can increase critical strike rate at the Shop. - You can play either Battle or Campaign to earn GP. |
| Q: | I have problem with authorizing my card. |
| A: | Try to find the answer at Checkout Support. |
| Q: | Game says "not enough memory to install". I have plenty of it! |
| A: | Please make sure you have enough free space in internal memory - not sdcard - (uninstall or move to sd some installed apps), restart the phone and then install game again. |
| Q: | The game tells me I am not authorised to use it even after paying for the full version. |
| A: |
This should be some Market application issue.
Normally you receive license to use the game within 15 minutes but sometimes Market can delay it. If you think you wait more than 20 minutes, uninstall the game completely (profile - if any - will be saved to sd card). Clear Market cashe (Settings -> Applications -> Manage Applications -> Market -> Clear cache). Reboot your phone. Install the game from Market. Run the game, making sure your device is connected to Internet and Android Market application works ok. |
| Q: | Full version of the game didn't import free version profile, what to do? |
| A: |
1. Go to Applications->Manage Applications->Myth Defense (full one) and click "Clear Data" 2. Go to sd card, SmartpixGames/saves/MythDefense and delete file "profile.dat" and "mainf.dat" (do not toutch "liteprofile.dat")! 3. Turn internet off, launch the game, go to Citadel->Shop, you should see your upgades. Close the game. 4. Turn internet on, launch the game and play. |
| Q: | How can I backup my profile just in case? |
| A: |
Actually profiles are stored in 3 places: in device internal memory, on sd-card (/SmartpixGames/saves/<game name> folder) and on our server. Primary storage is internal memory of the phone. The game will automatically import the SD profile if no internal data found. If there is no SD profile, game tries to load data from the server, and if profile for your device is not found on the server, or it is not available (no internet connection) the game tries to import the free version profile. Assume you want to install profile from device A to device B. Then you have to clear internal data of the app (or uninstall and install it again) on device B, then copy "/SmartpixGames/saves/<game name>" folder with files from SD card of device A to SD card of device B and then launch the game on device B. |
| Q: | Why does game not support my phone? |
| A: | Try to look for your problem in this FAQ. We did our best to support all device models, our game can be installed and works well on devices even with Android 1.5, like Moto Cliq, and with 320x240 displays, like HTC Wildfire. In menu->settings you can find several performance options to play with. Reboot also may help. |
| Q: | After launching the game I get "The game can't connect to Android market" message. |
| A: |
Please check your Internet connection, make sure Market application works ok.
Recently Google added anti-bot protection to Market. So before launch the game try to open Market application, it may ask you to enter a word you see in a picture. Enter it, make sure
Market is loaded ok, return to the phone menu and lauch the game again.
If Market works, but problem persists - it seems like it is an Android Market issue, maybe local carrier issue. Try to reboot the phone and reinstall the game, change network connection type (EDGE/Wifi). |
| Q: | I have Samsung Galaxy 2 / Motorola Atrix. The game locks up and closes randomly. |
| A: |
We've received recently many issues regarding to dual-core phone Samsung Galaxy 2. It has bugs in Android firmware, especially in dual-core parallel process realization. Audio and sound drivers of this device are headache for many developers - and the truth is - java developers have nothing to do with bugs in Android core which they don't have access to. We did our best to make our game work ok even on low-end devices with qvga display and Android 1.5. In Myth Defense we've recently implemeneted a "safe" work-around for playing sounds on Samsung Galaxy 2. Myth Defense: you should download the latest version (this should fix problem with sound output). If you have problems with graphics: switch to Software mode (instead of OpenGL), check "Simple animation" (just in case, to free more memory) Other games: you can only turn off the sound - press menu button of your device while in game and choose "Sound off". Also you should download the latest firmware for your device from manufacturer site, maybe it has a cure. |
| Q: | If I play the game several hours it start to run slowly or just return to home screen. Who's to blame? |
| A: |
We did our best to minimize memory requirements of our games, but as we have to work in Dalvik VM
environment we can't tell Android how to manage the memory. Every app that works with
big amount of memory will cause Dalvik to kill it - sooner or later (depending on your device model and manufacturer). In Myth Defense to conserve more memory you can check "Simple animation" in game menu->settings, or you can even turn sound off. Also we can recommend to reboot your device or just restart the game from time to time - it should help. |
| Q: | My game keeps opening with the graphics messed up looking when trying to play, it is rotated and looks bigger/smaller than usual. |
| A: | This issue exists very rarely - Android answers wrong values if device is changing orientation (or trying to do it) while process is being launching. Most times restarting the game is quite enough to fix it, if it doesn't reboot your phone. |
| Q: | When I play sometimes the game works very slowly, how to fix this? |
| A: | Some devices have not enough memory or bugs in Android firmware (like in Samsung Galaxy 2). Go to game menu->settings and check "Simple animation" to fix lags. It it doesn't help reboot your device, go to menu->settings and turn off sound. If game works ok, try again with sound on. |
| Q: | Additional maps are separate apps, I would like to know if GP earned on the map will transfer to the main game? |
| A: | Not the map, its installer is a separate app. You download installer, install a map and while it is on your phone, map is a part of main game. Even if you uninstall the map installer from your device (map will disappear from the game), GP earned on this map is still yours. |
| Q: | I've removed additional map installer from my phone, and I can't see the map in Battle maps. |
| A: | Yes, you must keep installer package on your device to play on purchased map. If you uninstall it GP earned will remain. You can install/unistall the map whenever you wish, it will not affect your profile. |
| Q: | After "Initial authentication" message game Force Closes or just return to the home screen. / Every time I launch the game it crashes, what should I do? |
| A: |
Try fully uninstall the game, unplag sdcard, install game from Market and launch it.
Don't worry, your profile is saved on our server so it will be restored once you press Play or Citadel.
If problem persists contact us: |
| Q: | I get "package is signed incorrectly" error. |
| A: | Most probably you used non-official version of the game and have purchased the official one recently. Just uninstall the game and install it from Market again. According to Market rules you will not be charged for the game twice. |
| Q: | How can I insert a rune into a tower to enhance it? |
| A: | When you're in game, tap on a tower and you'll see the tower's menu (3 circle buttons around it). Left rainbow circle is a rune slot, tap it and rune menu will appear. Choose a rune from available and it will be plugged into the tower. |
| Q: | How can I restore my profile from the server? |
| A: |
To force restore profile directly from the server you must: - delete file sd:/SmartpixGames/saves/MythDefense/profile.dat - reinstall the game or clear its data (Phone menu-> Settings -> Applications -> Manage applications -> Myth Defense -> Clear data) - launch the game and press "Play" or "Citadel" button in main menu For details about profile backup see this answer. |
| Q: | How can I restore my profile from the server? |
| A: |
- unistall the game - delete sdcard:/SmartpixGames/saves/MythDefense folder - install the game and launch it - tap Play, if the game suggests to restore your profile from the server, answer "NO" |
| Q: | Glory Rate - what is this? |
| A: |
Each complete 1000 GP earned for a victory or even for a defeat adds 1 to Glory Rate, which is your leaderboard score. In the Shop you can spend unused GP on your Glory Rate (500 to Glory Rate costs 1000000 GP). |
