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Technical Troubleshooting for with Hungry Shark World

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Technical Troubleshooting for with Hungry Shark World

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Why isn't my device compatible?    
We are doing our best to make Hungry Shark World playable on as many of them as we can. However, as each device operates differently it is impossible for us to support them all.

Can I transfer my data between different devices?    
If your new and old devices both use the same Operating System (OS) you can transfer your saved data using cloud saving. It is not possible to make a transfer between different OS e.g. between Android and iOS.

To use Cloud save:

•  Make sure you are connected to the internet.
•  Ensure you have downloaded the latest version of the game.
•  On the main menu click on the cloud service you would like to use in the top left corner of the screen and log into your account. Make sure that you sign into the same cloud account you used previously on your other device.
•  You will see a green tick on the cloud icon indicating your progress has been restored.

I didn’t get the items I bought. Can you help me?   
Please contact our support team who will be happy to assist you. To do this click on the cog icon in the top left corner of the main menu to open the settings menu, click on the ‘Support’ tab, then on the 'Support' button to open the support section, and finally click on 'Contact Support'.

When contacted us please provide your FGOL Cloud save ID along with the receipt of your purchase.

I didn’t get my reward after participating to a contest. What should I do?
Rewards are issued once an event has finished. You can check if an event has concluded from the level select menu. If it has, restart the app and check that you have a strong internet connection.
If you still don't see your reward, please contact our support team with your FGOL ID, along with the name and date of the contest.
To contact our support team click on the cog icon in the top left corner of the main menu to open the settings menu, click on the ‘Support’ tab, then on the 'Support' button to open the support section, and finally click on 'Contact Support'.

Where can I find my FGOL ID?    
To find your FGOL ID, press on the small cogs on the start screen. Then select the "Support" tab. At the top of the screen, you will see your FGOL ID. If you need help with anything, tap on 'Copy ID' then on the 'Support' button to open the Support section. Select 'Contact Support' and paste your ID in the ticket description so we can take care of your problem.

How do I get a refund?
For Google Android:

Please contact our support team with the reason you need a refund and a screenshot of your Google play receipt or the Gmail email address used to make the purchase. Refunds can take 5 to 7 business days and are given on a one-time only basis. We reserve the right to refuse if the request is unreasonable or unlawful.

To contact our support team click on the cog icon in the top left corner of the main menu to open the settings menu, click on the ‘Support’ tab, then on the 'Support' button to open the support section, and finally click on 'Contact Support'.

Apple iOS:

Apple controls refunds for purchases made on iOS platforms, which means you will need to contact them directly. For full details on their policies and how to apply please see this article: https://support.apple.com/HT204084

All of my progress is gone. How can I recover my data?   
Did you save your progress in the Cloud before? It is the best way to keep it safe if you switch device or uninstall the game, as without Cloud saving you will inadvertently reset all progress made locally, including in-app purchases. If you are switching devices, make sure to screenshot your FGOL ID in the 'Support' tab in the Options section to prevent any loss.
Something that often works is:

•  Turning wi-fi settings to off
•  Restart your device
•  Launch Hungry Shark World and activate Cloud Save (see: "How do I use Cloud Save?" FAQ)
•  Then try this exact method with your Wi-Fi settings turned on. If nothing works, please contact the support team and we'll see what we can do.

To contact our support team click on the cog icon in the top left corner of the main menu to open the settings menu, click on the ‘Support’ tab, then on the 'Support' button to open the support section, and finally click on 'Contact Support'.

How do I use Cloud Save?   
Make sure you enable Cloud Save to keep your game progress saved! If you are logged into a iCloud or Google Play with a stable internet connection a cloud save will be created for you. You can link your Apple ID, Facebook, or Weibo to save your progress.  

To use Cloud save:

•  Make sure you are connected to the internet.  
•  Ensure you have downloaded the latest version of the game.
•  Ensure you are logged into an iCloud or Google Play account or alternatively go to the main menu click on the social login you would like to link your save to in the top left corner of the screen and log into your account.  
•  If the game finds a conflict between your local and cloud saves, it will ask you to choose which one you want to keep. Tap on 'Continue' and select the progress you want to keep. Be careful when making your choice as it will erase the other progress.  
•  You will see a green tick on the cloud icon indicating your progress is saved online.
•  When logging into a new device of the same OS, simply sign into your cloud account of choice and repeat the steps above.  
•  You can manually force the game to upload your local progress to the Cloud Save by tapping on the cloud icon in the top left hand corner of the main menu. Alternatively, you can upload your progress from the “Online” tab in the settings menu. Click on the cog icon in the top left corner of the main menu to open the settings menu, then click on the Online tab and tap on "Sync Save Data". 

If Cloud Save is not working, please contact the support team and we'll see what we can do be happy to help you. 

To contact our support team click on the cog icon in the top left corner of the main menu to open the settings menu, click on the ‘Support’ tab, then on the 'Support' button to open the support section, and finally click on 'Contact Support'.  

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