FAQ
Top 10 FAQ
- Game won’t load on my computer.
-
1. Try to delete cache and cookies of your web browser. Below links tell you! how-to.
- Google Chrome (https://support.google.com/chrome/answer/95582?hl=en!)
- Microsoft Internet Explorer (http://kb.wisc.edu/page.php?id=15141)
- Mozilla Firefox (http://support.mozilla.org/en-US/kb/how-clear-firefox-cache)
2. Try to access the game in another browser
3. Update your Adobe flash-player, you can get the latest version here:
http://get.adobe.com/flashplayer/
(It is not necessary to install the Free McAfee antivirus for this installation to work!)
It is not advisable to do automatic updates by simply clicking on the button right on the site,
because if the problem is in the player (flash plugin), then after the upgrade, it probably will not go anywhere.
So the upgrade should be done in this sequence:
1) Download the installation file from the official website (choose the version for your type of browser).
2) Remove the old version (via the Start menu: add / remove programs)
3) Close all browsers.
4) Install the new version.
Please, feel free to contact us at support@purplekiwii.com if you still have problems and we will troubleshoot further.
- Game freezes while playing.
-
Please try steps below to troubleshoot a freezing issue:
1. Check if you have the most up-to-date Internet browser.
(Click to download latest version for Windows: Internet Explorer, Firefox, Google Chrome.
For Mac OS: Safari, Firefox, Google Chrome).
2. Delete cache and cookies of your web browser. Links below tell you how-to.
- Google Chrome (https://support.google.com/chrome/answer/95582?hl=en!)
- Microsoft Internet Explorer (http://kb.wisc.edu/page.php?id=15141)
- Mozilla Firefox (http://support.mozilla.org/en-US/kb/how-clear-firefox-cache)
3. Try accessing the game in another browser
Contact us at support@purplekiwii.com if the issue persists.
Or, visit and refer to Facebook Help Center.
- I made a purchase by accident. How can I get a refund for the purchase?
-
If payment went through properly, the receipt should be in your purchase history.
Please send the receipt to support@purplekiwii.com with a reason for requesting a refund.
Please follow the link below to view recent purchase history:
- I cannot ask or receive requests.
-
Requests might not be sent out or received due to unstable Facebook server condition. This is beyond our control so please try to wait a little until the server gets back to its normal condition. Also, received gifts are stored in the mailbox for only first 24 hours since their arrival.
You may check your notification app settings. If you have checked not to get any notifications from Facebook Apps, no gifts can be delivered to your account. Take a screenshot if possible and send the details to Facebook Help Center:
- App won't load on an android / App crashes on an android
-
Due to the issue with the update to the webview system app, Google Apps, including Gmail, Chrome, and its partner apps were unexpectedly forced to shut down on Android.If the device has been affected by the issue, you can solve it in the following way.You can solve this issue by updating the Android system webview and Google Chrome.
For affected devices, Google Play will automatically update the app, and you may receive updates manually from Google Play for faster resolution.
Some devices may not have web views preinstalled, in which case you only need to update chrome.
If you want to manually update your Android system webview and Google Chrome right now, you can do the following::
1. Launch the Play app.
2. Search the Android system WebView.
(https://play.google.com/store/apps/details?id=com.google.android.webview)
3. Select the "Update" option. If you do not see the "Update" option, you can skip this step.
4. Update Google Chrome in the same way.
(https://play.google.com/store/apps/details?id=com.android.chrome)
Caution: manually deleting webview updates is not recommended. This can lead to data loss for some apps.
In rare cases, manual updates of web views or chrome on Android 10 or Android 11 may not be completed. In this case, you can use the procedure below to resolve the problem.
1. Launch the "Settings" app on your device.
2. "Apps and Alerts" (or "Apps") > "Google Play Store" > "Storage and Cache" (or "Storage") > "Discard Data"
This procedure may disable some settings, such as the user's child protection function and automatic update settings. Please check these settings again after following this procedure.
3. Again, update the web view and chrome through the manual update procedure in the paragraph above.
- How do I permanently delete my account?
-
To request user data deletion,click here to visit our Help Center and submit a ticket, or contact us at: support@purplekiwii.comPlease provide the title of the game and your user ID number which you can check in your game profile.Your account and all associated data will be deleted within several days.
Loading/Freezing
- Game won’t load on my computer.
-
1. Try to delete cache and cookies of your web browser. Below links tell you! how-to.
- Google Chrome (https://support.google.com/chrome/answer/95582?hl=en!)
- Microsoft Internet Explorer (http://kb.wisc.edu/page.php?id=15141)
- Mozilla Firefox (http://support.mozilla.org/en-US/kb/how-clear-firefox-cache)
2. Try to access the game in another browser
3. Update your Adobe flash-player, you can get the latest version here:
http://get.adobe.com/flashplayer/
(It is not necessary to install the Free McAfee antivirus for this installation to work!)
It is not advisable to do automatic updates by simply clicking on the button right on the site,
because if the problem is in the player (flash plugin), then after the upgrade, it probably will not go anywhere.
So the upgrade should be done in this sequence:
1) Download the installation file from the official website (choose the version for your type of browser).
2) Remove the old version (via the Start menu: add / remove programs)
3) Close all browsers.
4) Install the new version.
Please, feel free to contact us at support@purplekiwii.com if you still have problems and we will troubleshoot further.
- Game freezes while playing.
-
Please try steps below to troubleshoot a freezing issue:
1. Check if you have the most up-to-date Internet browser.
(Click to download latest version for Windows: Internet Explorer, Firefox, Google Chrome.
For Mac OS: Safari, Firefox, Google Chrome).
2. Delete cache and cookies of your web browser. Links below tell you how-to.
- Google Chrome (https://support.google.com/chrome/answer/95582?hl=en!)
- Microsoft Internet Explorer (http://kb.wisc.edu/page.php?id=15141)
- Mozilla Firefox (http://support.mozilla.org/en-US/kb/how-clear-firefox-cache)
3. Try accessing the game in another browser
Contact us at support@purplekiwii.com if the issue persists.
Or, visit and refer to Facebook Help Center.
- App won't load on an android / App crashes on an android
-
Due to the issue with the update to the webview system app, Google Apps, including Gmail, Chrome, and its partner apps were unexpectedly forced to shut down on Android.If the device has been affected by the issue, you can solve it in the following way.You can solve this issue by updating the Android system webview and Google Chrome.
For affected devices, Google Play will automatically update the app, and you may receive updates manually from Google Play for faster resolution.
Some devices may not have web views preinstalled, in which case you only need to update chrome.
If you want to manually update your Android system webview and Google Chrome right now, you can do the following::
1. Launch the Play app.
2. Search the Android system WebView.
(https://play.google.com/store/apps/details?id=com.google.android.webview)
3. Select the "Update" option. If you do not see the "Update" option, you can skip this step.
4. Update Google Chrome in the same way.
(https://play.google.com/store/apps/details?id=com.android.chrome)
Caution: manually deleting webview updates is not recommended. This can lead to data loss for some apps.
In rare cases, manual updates of web views or chrome on Android 10 or Android 11 may not be completed. In this case, you can use the procedure below to resolve the problem.
1. Launch the "Settings" app on your device.
2. "Apps and Alerts" (or "Apps") > "Google Play Store" > "Storage and Cache" (or "Storage") > "Discard Data"
This procedure may disable some settings, such as the user's child protection function and automatic update settings. Please check these settings again after following this procedure.
3. Again, update the web view and chrome through the manual update procedure in the paragraph above.
Payment
- I made a purchase but did not receive the item
-
Restart the level and look at the item icons on the left down.
The number next to each item icon shows how many of them you own.
If payment went through properly, the receipt should be in your purchase history.
Please send the receipt to support@purplekiwii.com to troubleshoot the problem.Please follow the link below to view recent purchase history:
https://www.facebook.com/help/220279601335568
- Payment does not go through
-
This issue usually occurs due to following reasons:
- Incorrect card information: please check if your payment information is properly registered to your account.
- Temporary system error: try refreshing the page after a while and make a purchase again.
- Delete cache and cookies of your web browser.
- How do I check / change my payment methods?
-
Go to Facebook settings -> Account Setting -> Payment.
You can check your payment methods on manage section.
- Where can I find my purchase receipt?
-
Please follow the link below to view recent purchase history:
https://www.facebook.com/help/220279601335568
- I made a purchase by accident. How can I get a refund for the purchase?
-
If payment went through properly, the receipt should be in your purchase history.
Please send the receipt to support@purplekiwii.com with a reason for requesting a refund.
Please follow the link below to view recent purchase history:
Mailbox
- I cannot ask or receive requests.
-
Requests might not be sent out or received due to unstable Facebook server condition. This is beyond our control so please try to wait a little until the server gets back to its normal condition. Also, received gifts are stored in the mailbox for only first 24 hours since their arrival.
You may check your notification app settings. If you have checked not to get any notifications from Facebook Apps, no gifts can be delivered to your account. Take a screenshot if possible and send the details to Facebook Help Center:
Setting
- How do I permanently delete my account?
-
To request user data deletion,click here to visit our Help Center and submit a ticket, or contact us at: support@purplekiwii.comPlease provide the title of the game and your user ID number which you can check in your game profile.Your account and all associated data will be deleted within several days.