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  Click here to go to the first staff post in this thread.   Thread: START HERE: Troubleshooting just about anything!

  1.   This is the last staff post in this thread.   #1
    Nick[Supercell]'s Avatar
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    Thumbs Up START HERE: Troubleshooting just about anything!

    Hey All!

    Did you or someone in your family get a new iOS (like iPad mini, iPhone 5 etc) or Android (like Nexus 7 etc) device and would like to continue to play Hay Day on it? Did you lose your farm somehow and are looking for a way to get it back?

    If you just said "Oh Yeah" then this guide is for you! This should help you transfer your game or recover your game if you lost it. Please make sure to read all steps thoroughly.

    FOR iOS DEVICES:

    STEP 1: CONNECT YOUR FARM TO GAME CENTER ON YOUR OLD DEVICE

    It is strongly suggested that you connect Hay Day to your Game Center account, not only just to add friends but also to make sure that you can play your farm on a new device as well. If you haven't created a Game Center account yet, please do so. It's very easy: just locate Game Center App on your device, login (or create an account) and then launch Hay Day. You will notice a small popup saying "Welcome back, YOURNICKAME" which means that you have successfully locked your farm to your Game Center account.

    This is important if you are going to get yourself a new device, since Hay Day locks itself to your Game Center account (and Facebook if you have connected to Facebook from the game).

    STEP 2: CONNECT TO GAME CENTER & APPLE ID ON YOUR NEW DEVICE

    1. When you set up your new device, please use the same Apple ID as you use for your old device (it will ask you to login when you start using the device)
    2. When the device has been set up, locate Game Center and login (unless you already are logged in)
    3. Install Hay Day from the App Store
    4. Launch Hay Day, and at some point you will see the following popups:


    This popup will appear if you are using Game Center. Tap on "YES, LOAD GAME"


    This popup may appear as well if you are also logged into Facebook. Again, tap on "YES, LOAD GAME"


    Next you will see this image which will ask you to confirm that you want to load your existing farm.


    Type CONFIRM (capital letters) and then tap on the green checkbox-button.

    You are done and you should be able to continue your farm on your new device.

    LOST FARM?

    If you lost your farm for some reason, there's a chance that you can restore it yourself, but it's not certain. Please try these steps:

    1. Delete Hay Day from your device
    2. Log out from Facebook and Game Center from your device
    3. Restart your device
    4. Login to your own Facebook account and/or Game Center account (which you used when you played your farm)
    5. Re-install Hay Day from App Store
    6. Launch Hay Day
    7. You should get the popup asking if you want to continue your "old" farm, and again tap on "YES, LOAD GAME"
    8. The next popup is the confirmation popup, and type CONFIRM (in capital letters), depending on your language settings

    If you need to transfer your farm from/to between iOS and Android devices, please refer to this guide: http://bit.ly/HayDaySwitch

    You should now be playing your farm! If this doesn't help, please use the in-game Report An Issue (Game Settings -> Help and Support) to contact our support. If you email them, please provide them with your lost farm's name, which level it is, your Facebook URL (example: http://www.facebook.com/IDNUMBERORNAME)

    FOR ANDROID DEVICES: (images coming soon)

    STEP 1: CONNECT YOUR FARM TO FACEBOOK OR GOOGLE+ ON YOUR OLD DEVICE

    It is strongly suggested that you connect Hay Day to your Facebook or Google+ account, not only just to add friends but also to make sure that you can play your farm on a new device as well.

    This is important if you are going to get yourself a new device, since Hay Day locks itself to your Facebook and/or Google+ account if you have connected to Facebook / Google+ from within the game.

    STEP 2: CONNECT TO FACEBOOK OR GOOGLE+ ON YOUR NEW DEVICE

    1. Setup the new device, and login to your existing Google+ account when/if prompted
    2. When the device has been set up, locate or download the Facebook app and login using same account as on your old device
    3. Install Hay Day from the Google Play Store
    4. Launch Hay Day, and at some point you will see the following:

    1) A popup may appear if you are logged into Facebook and/or Google+ asking if you want to load your old farm. Tap on "YES, LOAD GAME"
    2) Next you will see a popup which will ask you to confirm that you want to load your existing farm.
    3) Type CONFIRM (capital letters) and then tap on the green checkbox-button.
    4) Game will reboot and load your farm

    You are done and you should be able to continue your farm on your new device.

    Cheers,

    Nick
    Nick / Supercell
    Community Manager
    Like Hay Day on Facebook: http://facebook.com/HayDayOfficial
    Follow Hay Day on Twitter: http://twitter.com/HayDay
    Follow Hay Day on Instagram: http://instagram.com/HayDay
    Subscribe to Hay Day YouTube: http://youtube.com/HayDay

  2. #2
    Forum Superstar Tinkerbell's Avatar
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    Arrow START HERE: Troubleshooting just about anything!

    A BIG THANK YOU TO TWISTER FOR WRITING THIS GUIDE

    Hay Day is extensively tested before each update on several device types internally, within Apple's Software Development Kit, as well as by Apple themselves during the update approval process. There are times however, where some users' devices encounter issues after initial install, update, or server maintenance. Here are some self-help steps to try if you are encountering issues. Some of these steps or menu paths may be different or not available on every iOS version.

    PLEASE ASSOCIATE YOUR VILLAGE WITH GAME CENTER! VILLAGES NOT ASSOCIATED WITH GAME CENTER (ONLY LINKED TO THE LOCAL FILES ON THE DEVICE) CAN BE VERY DIFFICULT, AND ON OCCASION IMPOSSIBLE TO BE RETRIEVED IF YOU LOSE ACCESS TO THE LOCAL FILES.

    IMPORTANT: Jailbroken devices are not fully supported. If it's jailbroken, we can't help you. Return the device to original configuration to fully enjoy Hay Day.

    1. Close all apps and relaunch the Hay Day app.

    From the home screen, click the home button twice (or do the 4-finger swipe upwards) to show open apps. Press and hold until the red "-" appears. Click that to close the program- do this for all running apps.
    Press home to exit that screen.
    NOTE: For iOS 7 users, double click the home button, swipe each app picture upwards to close.

    2. Power your device off and back on try launching app.

    Press and hold sleep button until power off swipe displays, then power off

    3. Check that your device is not full (Settings>General>Usage)

    Make sure you have at least 500 MB available for temporary/update files.

    4. Remove the app and re-install it

    Tap and hold on Hay Day icon until icon jiggles and "X" appears then tap it to remove. Press the home button to stop the jiggling/exit delete mode. If the icons don't start to wiggle, make sure "Deleting Apps" is not turned off in Settings>General>Restrictions.

    5. Update your device to the latest iOS version it supports.

    Either via your iTunes sync or over the air for iOS 5+ (Settings>Software Update)

    6. Reset your Apple ID Authorization by simply installing any free app that isn't already on your device. You can remove it afterwards if need be.

    7. Log out of Game Center or Facebook (if linked) and log back in.

    You can disconnect from Facebook in-game if you can access the game. To log out of Game Center open it, click "me" at the bottom, then click the banner that says "Account: your account" then "Sign Out". Log back in 1 at a time if on both to see which, if either is causing the issue.

    On iOS 7, you can sign out of Game Center by visiting the Settings app on your device, scrolling down until you see Game Center, then tapping on your Apple ID and selecting the option to sign out.

    8. If your device utilizes syncing with a computer through iTunes, try syncing.

    9. Ensure your Date/Time settings and Time Zone are correct.

    Settings>General>Date & Time

    10. Make sure you have a strong network connection.

    If you suspect network issues, you can reset network settings: Settings>General>Reset>Reset Network Settings

    10a. Try an alternate connection method.

    Switch from cellular to wifi or vice versa. Try a neighbors (with permission) wifi, preferably with a different ISP.

    10b. Does your network allow traffic over port 9339? Some public hotspots do not have this open. Here is a quick URL to check: http://portquiz.net:9339/

    10c. Cycle the power on your Router.

    11. If your device was issued through work or school - There could be issues with any profiles installed via Mobile Device Management programs, Apple Configurator, or content filtering.

    Check with your work/school IT Department to further investigate.

    12. Check the crash logs, they may provide a clue.

    Settings>General>About>Diagnostics & Usage>Diagnostics & Usage Data> Within that list, any Hay Day ones should start with "Hay Day_then date There is lots of techie stuff in there, but some plain text info near the top that may help.

    13. Contact your Service Provider.

    If the above steps didn't help you, 99% of the time, it's an issue with your ISP. Some providers either unintentionally or for specific reasons mis-catagorize Hay Day network traffic. Several major ISPs do or have blocked the game in the past either all the time or during specific times of the day. Contact their customer support and explain your issues to them to see what they can do.

    14. You can always do a factory reset (Not recommended without being linked to Game Center)

    Recommend doing an iCloud backup first then restore from iCloud backup - make sure
    Settings>iCloud>Doucments & Data is turned on. You can further check that Hay Day is specifically being backed up by clicking Settings>iCloud>Storage & Backup>Manage Storage>Backups (your device name will be here) under "Backup Options" confirm Hay Day is "on" For older devices, you can do a backup through iTunes. This should be the last option. If your village is not linked to Game Center, this step is not advised as you will lose access to the locally stored village files.

    If none of these steps help you, these are your next options:

    a. If you can access the game at all-use the in-game menu to report your issue- Click the "Settings" icon- the gear shaped icon on the top left of your screen, then click then the "Help and Feedback" button, then "Report an Issue" button, then the "Report a Problem" button. This will generate a e-mail with in-game account data needed to better help you. Add to this email your problems and all steps that you have already attempted.

    b. If you cannot access the game-E-mail support directly with as much detail as you can to: hayday.feedback@supercell.net

    It is helpful to already know and include the following information - most of which can be retrieved through: Settings>General>About
    *iOS device model - iPad (1/2/3/4/mini/Air), iPhone (iPhone/3G/3GS/4/4S/5/5c/5s), iPod Touch (1/2/3/4/5th gen)
    *iOS software Version
    *Utilizing wi-fi or cellular

    c. Make a forum post in the "Bugs & Issues" sub-forum.

    The first thing we are going to ask is did you try the steps in this Sticky, so please indicate that if you did. When making the posts, Please include model/ios/connection type as well as what point the app fails/crashes and as many details as possible.


    **If anyone has found any other steps helpful that I forgot, or I have something worded wrong in this, feel free to PM me so I can update to better help others.**
    Last edited by twister; February 6th, 2014 at 11:57 PM. Reason: Added iOS 7 instructions



  3.   Click here to go to the next staff post in this thread.   #3

    Google Play Gem Purchasing and Payment Issues

    Having trouble with purchasing diamonds or wondering about a strange purchase? Maybe your diamonds didn't come through when you purchase them? This is the place to start.

    Here's what to do if....

    It has been over 24 hours and you have not received the diamonds you purchased:

    Sometimes it may take a little while for the diamonds to be delivered, so please wait at least 24 hours before contacting Player Support. In the meantime, there is no need to purchase the diamonds again! Your previous purchase is still being processed and we will not be able to process a refund for an additional purchase.

    It may also help to restart your game, so try this too!

    1. Go to Settings, and then tap 'Apps'.
    2. Tap the 'Running' tab at the top of the Manage Applications screen
    3. Choose the application that you want to stop.
    4. Touch either the Stop or Force Stop button.


    If it has been more than 24 hours please contact our Player Support team via the in-app reporting form in the Settings menu. Include a copy of your receipt in order to ensure your request is processed as quickly as possible!

    You can't purchase diamonds on your Android device:

    If the diamond icons in your in-game shop are greyed out, tap the icon for information about what might have gone wrong. You may need to:

    • check that you are logged in with a valid Google account, or
    • update your Play Store application by opening and updating it


    If this is not the case, please double-check that you have a valid payment method set up on the Google account that you are using. If your primary payment method is a credit card, you might also want to check with your credit card company whether your card has any restrictions on in-app or online purchases.

    If you still have trouble making your purchase, please let us know along with details about what happens on-screen when you try to buy gems.

    Please visit https://support.google.com/googlepla...content/?hl=en for further information about Google Play and purchases on Android devices.

    There are unintentional or unauthorized purchases on your account:

    As with most downloadable software products, diamonds bought in the Hay Day in-game shop are non-refundable. Unfortunately we cannot undo or change a purchase that has already been made, and we cannot consider refund requests

    To avoid any unintentional or unauthorised purchases in the future, please make sure that:
    • Your Google account password is safe and secure
    • You have restricted in-app purchases by opening the Google Play app, going to ‘Settings’ and checking the ‘Password’ box
    • If someone else is using your device, please consider making a separate User profile for them by going to Settings > Users > Add user, then follow the on-screen instructions


    You want a refund

    As with most downloadable software products, gems bought in the Hay Day in-game shop are non-refundable. Unfortunately we cannot undo or change a purchase that has already been made, and we cannot consider refund requests.

    We hope something here helped, if not, please use the in-app reporting form to advise Player Support about your issue. They will get back to you as soon as possible!
    Last edited by Tinkerbell; April 1st, 2014 at 10:19 PM.



    Steve / Supercell
    Brand Marketing

    Stop what you're doing and read these now:
    http://forum.supercell.net/forumdisp.../8-Forum-Rules

  4.   Click here to go to the next staff post in this thread.   #4
    Senior Member JPAW's Avatar
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    Post Minimum Device Requirements for Hay Day Android

    Howdy folks!

    In order to play on Android, your device will need to meet (at a minimum) the following specifications:

    • Google Play must be available on your device AND in your location
    • 512 MB+ of RAM (1GB or more recommended)
    • Android OS 4.0.3 or better
    • A screen resolution of 800x480

    Important: We can't promise that these specifications alone will be enough to run the game and in certain circumstances devices that otherwise meet these requirements still might not be able to run the game.

    If your device ends up having trouble running the game, please include a short note below with what kind of issues you're facing, what model of Android you own, and what version of Android it's running.
    Like Hay Day on Facebook: http://facebook.com/HayDayOfficial
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    Thanks to Ryan for my signature!

  5. #5
    Forum Superstar Tinkerbell's Avatar
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    Hay Day On Android Troubleshooting Guide: Start Here

    This thread is your one stop shop for all problems related to Android.
    We'll add to this list as we go!


    Having issues with Google+ or need to restore, back up or move your account to a new device? Start Here


    Payment Issues? Diamonds didn't come through? Can't purchase diamonds? Start Here


    Does your device meet requirements to run Hay Day for Android? Read this


    To play the game on Android, you will need a device that meets at least the following specifications:
    - 0.5 GB of RAM (1GB or more recommended)
    - Android OS 4.0.3 or better
    - A screen resolution of 800x480

    Please note, however, that we cannot guarantee these specifications alone will be enough to run the game. There are certain devices that simply do not support Hay Day on Android.


    Game won't load or frequent Crashing problems? Try a force quit:
    Go to Settings, and then tap 'Apps'.
    Tap the 'Running' tab at the top of the Manage Applications screen
    Choose the application that you want to stop.
    Touch either the Stop or Force Stop button.


    Downloaded Hay Day for Android from somewhere else, i.e., not the Google Play Store?
    Just update to the official version from your local Google Play store!
    Last edited by Tinkerbell; April 27th, 2014 at 09:54 PM.



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