# Support **URL:** https://community.gemsofwar.com/c/support/10.md [Latest](https://community.gemsofwar.com/latest.md) · [Categories](https://community.gemsofwar.com/categories.md) --- ## [Official Support and How to Contact Us!](https://community.gemsofwar.com/t/official-support-and-how-to-contact-us/29)
**Author:** [@Gems-of-War](https://community.gemsofwar.com/u/Gems-of-War)\ **Replies:** 0\ **Last updated:** [July 16, 2015, 5:50am UTC](https://community.gemsofwar.com/t/official-support-and-how-to-contact-us/29 "2015-07-16T05:50:33Z")
While the team does keep a close eye on our Support forum, sometimes your question might have already been answered on our official support site. If you can’t find an answer for your issue here, on our official support … --- ## [On playstation the Game freezes during explore run after update](https://community.gemsofwar.com/t/on-playstation-the-game-freezes-during-explore-run-after-update/90263)
**Author:** [@Santandrix](https://community.gemsofwar.com/u/Santandrix)\ **Replies:** 6\ **Last updated:** [October 4, 2026, 11:30am UTC](https://community.gemsofwar.com/t/on-playstation-the-game-freezes-during-explore-run-after-update/90263 "2026-10-04T11:30:20Z")
NOTE: This is a community-drive category. A developer may not respond to your post. If you need help with Gems of War please contact support here. To report a bug go here. The Game freezes occasionally during explore af… --- ## [I cannot log onto GOW on Chromebook as I keep getting the age verification /quit game message](https://community.gemsofwar.com/t/i-cannot-log-onto-gow-on-chromebook-as-i-keep-getting-the-age-verification-quit-game-message/90152)
**Author:** [@Tarpy\_Tank.45](https://community.gemsofwar.com/u/Tarpy_Tank.45)\ **Replies:** 3\ **Last updated:** [September 7, 2026, 3:02am UTC](https://community.gemsofwar.com/t/i-cannot-log-onto-gow-on-chromebook-as-i-keep-getting-the-age-verification-quit-game-message/90152 "2026-09-07T03:02:57Z")
This has been happening for months and I am so over it --- ## [Network connection failing](https://community.gemsofwar.com/t/network-connection-failing/90143)
**Author:** [@MattDB87](https://community.gemsofwar.com/u/MattDB87)\ **Replies:** 2\ **Last updated:** [September 1, 2026, 10:52pm UTC](https://community.gemsofwar.com/t/network-connection-failing/90143 "2026-09-01T22:52:19Z")
Platform, device version and operating system: Xbox One Screenshot or image: What you were expecting to happen, and what actually happened: logging in. Server error messages. How often does this happen? Wh… --- ## [\[submit a ticket\] Game froze then skipped an angel](https://community.gemsofwar.com/t/submit-a-ticket-game-froze-then-skipped-an-angel/90057)
**Author:** [@Zuul-Emo](https://community.gemsofwar.com/u/Zuul-Emo)\ **Replies:** 0\ **Last updated:** [August 6, 2026, 3:24am UTC](https://community.gemsofwar.com/t/submit-a-ticket-game-froze-then-skipped-an-angel/90057 "2026-08-06T03:24:09Z")
Platform, device version and operating system: PS5 Screenshot or image: What you were expecting to happen, and what actually happened: Expected game not to skip an angel for no reason. Actually happened … --- ## [GoW is blocked in Russia](https://community.gemsofwar.com/t/gow-is-blocked-in-russia/90028)
**Author:** [@Smiling\_Spectre1](https://community.gemsofwar.com/u/Smiling_Spectre1)\ **Replies:** 10\ **Last updated:** [August 4, 2026, 5:20pm UTC](https://community.gemsofwar.com/t/gow-is-blocked-in-russia/90028 "2026-08-04T17:20:56Z")
Platform, device version and operating system: Windows 11 Screenshot or image: What you were expecting to happen, and what actually happened: Since Friday I see only this. I am on the biggest Russian provider Rost… --- ## [Shiny dust article wording](https://community.gemsofwar.com/t/shiny-dust-article-wording/90011)
**Author:** [@Quincy](https://community.gemsofwar.com/u/Quincy)\ **Replies:** 5\ **Last updated:** [July 24, 2026, 3:03pm UTC](https://community.gemsofwar.com/t/shiny-dust-article-wording/90011 "2026-07-24T15:03:52Z")
Expected behaviour: The help guide explicitly says that by spending a shiny key OR converting shiny dust into a shiny, you will receive 1-3 random shiny tokens. Actual behaviour: I ALWAYS receive exactly 1 shiny token… --- ## [Global chat failure](https://community.gemsofwar.com/t/global-chat-failure/90009)
**Author:** [@TigressOfTheLore](https://community.gemsofwar.com/u/TigressOfTheLore)\ **Replies:** 0\ **Last updated:** [July 23, 2026, 10:20pm UTC](https://community.gemsofwar.com/t/global-chat-failure/90009 "2026-07-23T22:20:32Z")
UPDATE: it fixed itself , of course the moment I report it after troubleshooting :woman\_facepalming:t3: Platform, device version and operating system: Screenshot or image: (wouldn’t let me post with embedded media I wi… --- ## [So Long, Goodbye, and Farewell](https://community.gemsofwar.com/t/so-long-goodbye-and-farewell/90004)
**Author:** [@Darkborne](https://community.gemsofwar.com/u/Darkborne)\ **Replies:** 13\ **Last updated:** [July 22, 2026, 10:23pm UTC](https://community.gemsofwar.com/t/so-long-goodbye-and-farewell/90004 "2026-07-22T22:23:48Z")
@Jeto I am requesting to be banned from the Forums. Permanently. Silencing me so that I can no longer directly message you was unnecessary in the aftermath of the 9.2 deed to crystal conversion, and I have held resentme… --- ## [Unable to buy last GW reward](https://community.gemsofwar.com/t/unable-to-buy-last-gw-reward/89890)
**Author:** [@Etiger](https://community.gemsofwar.com/u/Etiger)\ **Replies:** 0\ **Last updated:** [June 23, 2026, 11:15am UTC](https://community.gemsofwar.com/t/unable-to-buy-last-gw-reward/89890 "2026-06-23T11:15:14Z")
NOTE: This is a community-drive category. A developer may not respond to your post. If you need help with Gems of War please contact support here. To report a bug go here. Describe your issue: I bought the guild wars pa… --- ## [Serverfehler](https://community.gemsofwar.com/t/serverfehler/89873)
**Author:** [@DarkQueen90](https://community.gemsofwar.com/u/DarkQueen90)\ **Replies:** 8\ **Last updated:** [June 21, 2026, 11:46pm UTC](https://community.gemsofwar.com/t/serverfehler/89873 "2026-06-21T23:46:03Z")
Seit einer Woche geht das schon so ,jedes Mal wenn ich eingeloggt bin bekomme ich diesen Fehler ,das ist doch nicht normal oder? Wann bekommen wir denn endlich Mal ein neues Update wo Mal alles funktioniert,das Spiel is… --- ## [Wiedergeborenes event](https://community.gemsofwar.com/t/wiedergeborenes-event/89822)
**Author:** [@DarkQueen90](https://community.gemsofwar.com/u/DarkQueen90)\ **Replies:** 0\ **Last updated:** [June 10, 2026, 9:43am UTC](https://community.gemsofwar.com/t/wiedergeborenes-event/89822 "2026-06-10T09:43:06Z")
Ist das richtig das ein Event am Mittwoch erscheint? Gestern wurde nix angezeigt das es mitten in der Woche kommt.Ist das beabsichtigt oder so gewollt? Liebe Grüße --- ## [\[not a bug\] No star stone goal week?](https://community.gemsofwar.com/t/not-a-bug-no-star-stone-goal-week/89672)
**Author:** [@Prisane](https://community.gemsofwar.com/u/Prisane)\ **Replies:** 3\ **Last updated:** [May 18, 2026, 10:39pm UTC](https://community.gemsofwar.com/t/not-a-bug-no-star-stone-goal-week/89672 "2026-05-18T22:39:04Z")
Platform, device version and operating system: PC, Windows 11, game version 9.1 Screenshot or image: What you were expecting to happen, and what actually happened: The calendar states there is supposed to be a mo… --- ## [\[not a bug\] Missing PvP premium pass rewards](https://community.gemsofwar.com/t/not-a-bug-missing-pvp-premium-pass-rewards/89647)
**Author:** [@Tresk](https://community.gemsofwar.com/u/Tresk)\ **Replies:** 2\ **Last updated:** [May 11, 2026, 1:45am UTC](https://community.gemsofwar.com/t/not-a-bug-missing-pvp-premium-pass-rewards/89647 "2026-05-11T01:45:36Z")
Platform, device version and operating system: ios Screenshot or image: What you were expecting to happen, and what actually happened: I decided to upgrade to the paid pvp pass today. After spending the money, I expec… --- ## [\[resolved\] GK Belohnung nicht einsammelbar](https://community.gemsofwar.com/t/resolved-gk-belohnung-nicht-einsammelbar/89610)
**Author:** [@DarkQueen90](https://community.gemsofwar.com/u/DarkQueen90)\ **Replies:** 1\ **Last updated:** [April 27, 2026, 7:34am UTC](https://community.gemsofwar.com/t/resolved-gk-belohnung-nicht-einsammelbar/89610 "2026-04-27T07:34:37Z")
Liebe Entwickler, Die GK Belohnung ist wieder nicht einsammelbar. Was ist da los wenn ich Mal fragen darf? Vor 3 Wochen der GK wieder das gleiche!!! Es kann nicht sein das wir spielen aber die End Belohnung nicht bek… --- ## [Update in iOS shop today?](https://community.gemsofwar.com/t/update-in-ios-shop-today/89559)
**Author:** [@Namour](https://community.gemsofwar.com/u/Namour)\ **Replies:** 6\ **Last updated:** [April 20, 2026, 1:30am UTC](https://community.gemsofwar.com/t/update-in-ios-shop-today/89559 "2026-04-20T01:30:30Z")
There is a Gems of War update in the iOS app shop. This is unexpected so am not sure I want to download and find I cannot play or some other issue. @Jeto --- ## [Two Real Money Issues and no Response](https://community.gemsofwar.com/t/two-real-money-issues-and-no-response/89482)
**Author:** [@Ash3nShad3](https://community.gemsofwar.com/u/Ash3nShad3)\ **Replies:** 1\ **Last updated:** [March 25, 2026, 8:49pm UTC](https://community.gemsofwar.com/t/two-real-money-issues-and-no-response/89482 "2026-03-25T20:49:00Z")
I have submitted tickets on two real money losses and I have not received any response. During the weekend of the Library issue I lost around 40 Citadel War Sigils (not sure of the exact amount) that were purchased and s… --- ## [ETA Please!](https://community.gemsofwar.com/t/eta-please/89395)
**Author:** [@Starlite](https://community.gemsofwar.com/u/Starlite)\ **Replies:** 4\ **Last updated:** [March 21, 2026, 1:29pm UTC](https://community.gemsofwar.com/t/eta-please/89395 "2026-03-21T13:29:59Z")
Please provide rough ETAs for the game returning, every half hour or so! We don’t need an accurate estimate. We just need some useful communication. --- ## [Crompas realizadas/Recursos perdidos](https://community.gemsofwar.com/t/crompas-realizadas-recursos-perdidos/89405)
**Author:** [@Xavitri10](https://community.gemsofwar.com/u/Xavitri10)\ **Replies:** 0\ **Last updated:** [March 21, 2026, 11:58am UTC](https://community.gemsofwar.com/t/crompas-realizadas-recursos-perdidos/89405 "2026-03-21T11:58:40Z")
Buenas tardes, Para reunificar hilos y contestación a una simple pregunta. ¿Que pasa con los recursos comprados? Jugador@s que invirtieron dinero en el día de ayer y hoy esos recursos desaparecieron. En mi caso ya ma… --- ## ["There was a problem when trying to conact the server..." game dont load on Steam](https://community.gemsofwar.com/t/there-was-a-problem-when-trying-to-conact-the-server-game-dont-load-on-steam/89390)
**Author:** [@zambelli](https://community.gemsofwar.com/u/zambelli)\ **Replies:** 4\ **Last updated:** [March 21, 2026, 4:29am UTC](https://community.gemsofwar.com/t/there-was-a-problem-when-trying-to-conact-the-server-game-dont-load-on-steam/89390 "2026-03-21T04:29:23Z")
I have good Setup and play lot of games. but this one is not opening, i restart pc reinstall, change steam account. change DNS, update grahic cards and change DNS configuration. but nothing work.. PLEASE HELP ME --- ## [Auto Update not updating](https://community.gemsofwar.com/t/auto-update-not-updating/89361)
**Author:** [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Replies:** 4\ **Last updated:** [March 18, 2026, 7:40pm UTC](https://community.gemsofwar.com/t/auto-update-not-updating/89361 "2026-03-18T19:40:17Z")
Just making a quick thread as I saw a couple of comments of people having Gems of War set to auto update, but it not doing so. I just need to know; what platform/device you play on where exactly you have it set to aut… --- ## [\[Submit a ticket\] Game crashes 16 mar 26](https://community.gemsofwar.com/t/submit-a-ticket-game-crashes-16-mar-26/89346)
**Author:** [@Supa-N00b](https://community.gemsofwar.com/u/Supa-N00b)\ **Replies:** 2\ **Last updated:** [March 17, 2026, 6:38am UTC](https://community.gemsofwar.com/t/submit-a-ticket-game-crashes-16-mar-26/89346 "2026-03-17T06:38:40Z")
Platform, device version and operating system: Mobile Screenshot or image: What you were expecting to happen, and what actually happened: Game crashed to home screen twice in the last 5 minutes. Cost me underspire t… --- ## [Cliffy errors](https://community.gemsofwar.com/t/cliffy-errors/87324)
**Author:** [@Rob17](https://community.gemsofwar.com/u/Rob17)\ **Replies:** 16\ **Last updated:** [March 16, 2026, 10:13pm UTC](https://community.gemsofwar.com/t/cliffy-errors/87324 "2026-03-16T22:13:25Z")
Are you ever going to do aomething bout the errors or at least make so you dont have to make team all over agin? This is getten real old --- ## [Ps5 Ladeverzögerung](https://community.gemsofwar.com/t/ps5-ladeverzogerung/89303)
**Author:** [@DarkQueen90](https://community.gemsofwar.com/u/DarkQueen90)\ **Replies:** 1\ **Last updated:** [March 2, 2026, 9:44pm UTC](https://community.gemsofwar.com/t/ps5-ladeverzogerung/89303 "2026-03-02T21:44:13Z")
Im PvP habe ich nur Ladeverzögerung,die Einheiten werden nicht voll,es hängt total. Weiter drücken dauert wieder ewig. Was ist da los ? Mein Internet ist stabil daran liegt es nicht. Neuinstallation hat leider nichts… --- ## [Wrong Faction Set For Next Tuesday's Faction Assault](https://community.gemsofwar.com/t/wrong-faction-set-for-next-tuesdays-faction-assault/89289)
**Author:** [@Theoden](https://community.gemsofwar.com/u/Theoden)\ **Replies:** 4\ **Last updated:** [February 26, 2026, 10:15pm UTC](https://community.gemsofwar.com/t/wrong-faction-set-for-next-tuesdays-faction-assault/89289 "2026-02-26T22:15:36Z")
Platform, device version and operating system: Xbox Series X, but most likely all platforms What you were expecting to happen, and what actually happened: In this instance, I was expecting it to be wrong. Last Glacial… --- ## [\[resolved\] Power Level Not Updating](https://community.gemsofwar.com/t/resolved-power-level-not-updating/89286)
**Author:** [@Bizkit](https://community.gemsofwar.com/u/Bizkit)\ **Replies:** 4\ **Last updated:** [February 25, 2026, 10:45pm UTC](https://community.gemsofwar.com/t/resolved-power-level-not-updating/89286 "2026-02-25T22:45:15Z")
I just got to VIP level 6. Some of my kingdoms went to power level 1 while others didn’t. I don’t mean the ones for which I haven’t completed the quests, I mean ones which I have. For Example, Broken Spire didn’t go to p… --- ## [\[Ticket replied to\] Changing username stops you getting guild gifts](https://community.gemsofwar.com/t/ticket-replied-to-changing-username-stops-you-getting-guild-gifts/88212)
**Author:** [@Mella](https://community.gemsofwar.com/u/Mella)\ **Replies:** 7\ **Last updated:** [February 10, 2026, 10:07pm UTC](https://community.gemsofwar.com/t/ticket-replied-to-changing-username-stops-you-getting-guild-gifts/88212 "2026-02-10T22:07:34Z")
Platform, device version and operating system: Xbox series X MELLA Sep 14, 2023, 16:06 GMT+10 I keep being told that my clan are sending me gem gifts, but i’ve never had any. How often does this happen? When did it … --- ## [Missing Dragonite](https://community.gemsofwar.com/t/missing-dragonite/89217)
**Author:** [@Supa-N00b](https://community.gemsofwar.com/u/Supa-N00b)\ **Replies:** 4\ **Last updated:** [February 2, 2026, 10:23am UTC](https://community.gemsofwar.com/t/missing-dragonite/89217 "2026-02-02T10:23:58Z")
Platform: Mobile What you were expecting to happen, and what actually happened: When I logged in after reset i found i am missing dragonite… i keep gaslighting myself by saying I saw wrong, (I happened to be in the du… --- ## [Fake Support Ticket Accounts](https://community.gemsofwar.com/t/fake-support-ticket-accounts/89194)
**Author:** [@Jeto](https://community.gemsofwar.com/u/Jeto)\ **Replies:** 0\ **Last updated:** [January 27, 2026, 1:05am UTC](https://community.gemsofwar.com/t/fake-support-ticket-accounts/89194 "2026-01-27T01:05:23Z")
Just a heads up. There has been a rampant increase of fake support ticket accounts being created to bulk report people in chat. And when I say “fake support accounts”, the emails are all fake emails, no information is … --- ## [No Gold Marks in PvP battles today?](https://community.gemsofwar.com/t/no-gold-marks-in-pvp-battles-today/89161)
**Author:** [@mrzombiechicken](https://community.gemsofwar.com/u/mrzombiechicken)\ **Replies:** 3\ **Last updated:** [January 15, 2026, 1:28am UTC](https://community.gemsofwar.com/t/no-gold-marks-in-pvp-battles-today/89161 "2026-01-15T01:28:42Z")
Platform, device version and operating system: Xbox Screenshot or image: What you were expecting to happen, and what actually happened: I was expecting gold mark battles to be available as usual. Is anyone seeing gold… [Next page](https://community.gemsofwar.com/c/support/10.md?page=1)