Contact Hidden City Support

by CatherineMorland

I am sadly changing my 5 star review to one star. I’ve played this game for years and love it, and have spent a decent amount of money on in-app purchases. It takes a lot of work to make a game like this and I don’t mind spending some money and supporting the makers of the game. However, over the years, it’s become more and more difficult to play without making in-app purchases. One issue that’s currently frustrating me is that you have to find certain objects to enter the event location. Right now I need 25 objects to enter the event room. It takes me at least 15 minutes to earn 25 objects, then when I do, it doesn’t give me a collection item. Today I explored the event location FOUR times with no collection item! That’s ridiculous and I’m no longer having fun. Also I find the timer incredibly annoying and wish there was an option where you could turn off the timer and explore the game in peace. I would love to actually admire the artwork and graphics of a new room, but I can’t because I’m too busy racing against the stupid timer. And the cost of buying tools to extend the time is insanely high! This game only causes me frustration and anxiety from the loudly ticking timer, it makes people work way too hard to complete a collection (like the event issue I described) and gives unfair disadvantages, and the greed with in-app purchases has spiraled out of control. I’m done. Sad to lose a favorite game, but it’s no longer fun.

by Bambiwithanattitude

I have played Hidden City for over 4 years and this last update has been awful. So many glitches and problems. For instance my player lost all its friends, my totems, and many rubies. I wrote to them numerous times within 2 weeks, and I got the same response. That I should uninstall and reinstall my game. That has not fixed the game. My game is not back to where I was. It has yet to be resolved. I also was not compensated for rubies bought and lost nor boosters which were in play when this fiasco happened, during play. I’ve lost my progress within the event which I completed and G5 has yet to address this as well. The best I got was a reset with no friends, I had to start over from 400 to 0, also I was dropped by two levels and my totems are still missing around the board and the others are back to being the initial beginner totems. I play daily and have enjoyed the graphics, the friends interface and the challenges of the game, but this needs to be resolved and quickly. To make matters worse, I have heard from so many players they are having similar problems with no resolve. This is no way to treat players who pay for this game, money to buy items for our quests which g5 advertises during play. FIX IT and take care of your loyal players!!!

by Cae0359133

During the last game update around Dec 5th, I lost a lot of Rubies I just purchased as well as snowflakes needed to play various sections of the game in order to advance. I contacted tech support and was helped by “Karina” who after numerous emails clearly has no clue what the problem was or how to resolve it! I sent screen shots as well as numerous copies of receipts validating the purchases of the rubies and snowflakes. Karina finally said we see you made purchases and used these items to play the game! Seriously??? Yes...since Dec 5th I have indeed purchased more rubies and snowflakes several times, so I COULD continue to play multiple times daily. What Karina failed to mention in her several emails was how to resolve the items that mysteriously disappeared during the actual updating of the game!! Am I suppose to accept the loss and move on? Or how about reimbursing me for the loss of those items? That would seem to be a novel and fair idea! Or why not employ knowledgeable tech support people who can actually converse intelligently? Another novel idea!
I will not give a good review if issues of a game cannot be reported and easily resolved. If issues hinder game play, why bother playing? If your tech’s are inept and can only cite excuses and cannot resolve issues in a timely and satisfactory manner, why bother to play?

Susanmariepell