The Zynga With Friends Helpdesk

John M. June 23, 2011 Announcements

--UPDATED 7/18 @ 11AM PT--                     

The following is a list of links to Knowledgebase articles for all Zynga With Friends Games and lists of known issues / bugs with the applications. 

CWF_icon.png  HWF_icon.png  WWF_icon.png  WWFhd_icon.png

Solutions to Common Issues (All Games)

Unable to see tiles, Stuck “Sending Move”, blank game board, etc.
These steps should be performed for most technical game-play issues.

  1. Check your connection. Ensure that you have an active Internet connection. If you are on Wi-fi, double check that it is working correctly.
  2. Close the application
    1. (iOS) Close the app from your multitasking bar and reopen it. To do this, exit the app, then press the home button on your device twice. This will bring up the multitasking bar at the bottom of your screen. Tap and hold the With Friends game icon until it wiggles. Tap the red delete button to completely shut down the app.
    2. (Android) Open the Settings menu on your device (not the Settings menu in the application). Click ‘Manage Applications’ and click on ‘Words Free.’ Click ‘Force Stop.’
  3. Now reopen the app and try again.
  4. Uninstall / Reinstall the app. If the issue you are having still persists, the next troubleshooting step is to uninstall the application and reinstall it. 
    1. (iOS) From your device’s home screen, press and hold on the application’s icon. The icon will wiggle and a (X) will appear in the corner of the icon. Press the (X) to uninstall the app. Now you are ready to install the application again. Please visit the App Store and search for Words With Friends. There are multiple versions of the application, please ensure you reinstall the correct app:
      1. Words With Friends – Free
      2. Words With Friends – Paid
      3. Words With Friends HD – Free (for iPad)
      4. Words With Friends HD – Paid (for iPad)
      5. *Note – If you have previously paid for and installed the Paid version of WWF or WWF HD, you will not be charged again to reinstall. 
    2. (Android) Open the Settings menu on your device. Click ‘Manage Applications’ and click on ‘Words Free.’ Click ‘Uninstall’ to remove the application from your device. Now you are ready to install the application again. Visit the Google Market and search for Words With Friends. Reinstall the application.
  5. Now reopen the app and try again
  6. Contact us. If you are still having issues with your application after following these steps, please contact us for further assistance. Be sure to note in your submission that you have performed the above steps. 

 

 

Account Management (All Games)

Password Reset - http://gameswithfriends.newtoyapps.com/forgot_password
(Check your spam filters and “junk” folders if you do not receive the reset email)

Forgot your login email address? - http://gameswithfriends.newtoyapps.com/forgotten_email
(You will need your username and password)

                                                                                                                                                                                                                                           

CWF_icon.png

Chess With Friends

Rules - http://en.wikipedia.org/wiki/Rules_of_chess
(Chess With Friends uses standard chess rules)

Quick Solutions to common issues - http://newtoy.zendesk.com/entries/423981

 

Known Issues 

End of game -- Draws / Check / Checkmate – There is an issue with some games not ending correctly.

*We are working to correct all of these known issues in a future update to the app.

                                                                                                                                                                                                                                           

HWF_icon.png

Hanging With Friends

How To Play - http://newtoy.zendesk.com/entries/20184911

 

Known Issues

History dropdown scrolling – The history of words played is not scrolling to the bottom of the list automatically.

Background image is blacked out.

Coins crediting slowly – When you hit 200 points, your 20 coin bonus is not appearing immediately.

*We are working to correct all of these known issues in a future update to the app.

                                                                                                                                                                                                                                              

 WWF_icon.png  WWFhd_icon.png

Words With Friends

Rules - http://newtoyinc.com/gameswithfriends/support/Words_With_Friends_Rulebook.html

Dictionary reference - http://dotnetperls-controls.googlecode.com/files/enable1.txt
*(not all words in ENABLE are permitted in WWF and not all accepted words are in ENABLE)

Suggest a word for the WWF dictionary - http://bit.ly/faQUCB

Resign time limits - http://newtoy.zendesk.com/entries/105134

WWF Android FAQ - http://newtoy.zendesk.com/entries/514858

Quick Solutions to common issues - http://newtoy.zendesk.com/entries/423981

 

Known Issues

Android and iOS – Games missing and having the wrong turn.

Android tablets - Players with an Android tablet are unable to find the app in the Market *RESOLVED 7/5*

*We are working to correct all of these known issues in a future update to the app.

 

 

 

John M. June 08, 2011 Solutions

Solutions to Common Issues

Recovering Your Email or Password
If you have access to the game, you can tap 'Settings' on the games list screen, then 'Help' and then 'Account Issues' where you can recover your email, password or set a password if you have a new device. If you can't access the game, you can perform one of these tasks here:http://www.zyngawithfriends.com/hang...t_Support.html 


Password Reset Email Is Not Showing Up
Have you checked your junk mail folder? Sometimes our emails end up there. If you have and still don't have the email, you will need to submit a ticket here so we can manually reset it for you:http://newtoy.zendesk.com/anonymous_requests/new 


Stuck "Sending Move"
  1. First, ensure you have an active Internet connection. If you are playing on Wi-Fi, double check that it hasn't stopped working.
  2. Then try closing the app from the multitasking bar and reopening it. To do this, exit the app, then double click the home button on your device to bring up the multitasking bar at the bottom of the screen. Tap and hold the Hanging With Friends icon until it wiggles, then tap the delete button. Once you've done this, reopen the app and try again.
Occasionally, we have delays with our servers. If this is the case, we will be actively working to fix it at the time of the issue, so try playing the game again in an hour.


Dealing With Bugs
  1. Close the app and reopen it.
  2. Try closing the app from the multitasking bar and reopening it. To do this, exit the app, then double click the home button on your device to bring up the multitasking bar at the bottom of the screen. Tap and hold the Hanging With Friends icon until it wiggles, then tap the delete button. Once you've done this, reopen the app and try again.
  3. If that doesn't work, close the app from multitasking once again, and then do a soft reset of your device by holding down the home and sleep button on your device until you see the Apple logo appear. Then open the app and try again.
  4. Finally, if you're still having problems, delete the app and reinstall it from the App Store (if you purchased the paid version, you won't be charged for downloading it again). Then open the app, log back in and try again.
  5. If all else fails, visit our help desk here for additional support: http://newtoy.zendesk.com/home

Out of Sync Games (an active game is moved to the game over list with a red box over it)
This game became corrupted on our servers and had to be deleted to prevent further damage to our servers. We are working to fix this issue.


Logging Out of Your Account on Hanging With Friends
To log out, you have to delete the app and reinstall it either from the App Store or your backup on iTunes (if you purchased the paid version, you won't be charged downloading it again). Once you have a fresh copy on your device, you can log in with another account or create a new one.


Multiple Game Accounts on One Device
You can only have one account per copy of the game. However, you can get around this by installing both the paid and free versions of the game on your device and using one for each account. Keep in mind that you can only link your Facebook account to one Games With Friends account. 


Reporting an Abusive Player
You can formally submit a complaint here http://newtoy.zendesk.com/anonymous_requests/new. Please mark 'abuse' in the reason field.

John M. June 08, 2011 Game Instructions

How to Play Hanging With Friends

Getting the Game
Hanging With Friends is currently available on the Apple App Store and Android Market. It is compatible with iOS 4.0 or greater and all Android devices above OS 2.1 and all resolutions above MDPI (except Honeycomb).


Creating an Account
You can create an account with your email address or sign in with your Facebook account. If you already have an account from Chess or Words With Friends, you will be able to use the same login on Hanging With Friends.


Starting a Game
You can tap the + sign at the top of the games list screen, or the 'Create Game' at the bottom. From there, you can create a game in one of the following ways:
  • Facebook Friends: Login to Facebook and play with your friends who also have the game linked to Facebook.
  • Random Opponent: We will find you an opponent automatically.
  • User Name: Play with a friend if you know their username.
  • Contact List: Choose a friend from your contact list. (Note: they have to register for the game with the email you have for them, or they have to add their phone number in Account Settings.)
  • Pass and Play: Hand off the game to a friend for a local game. (Note: Pass and Play games will never auto-resign, and you can't earn coins while playing them.)


Logging into Facebook or Twitter
You can post a message via Facebook or Twitter asking your friends and followers to start a game with you. And if you log into Facebook, your other Facebook friends who are playing the game will be able to start games with you. Just tap the respective buttons on the games list screen and follow the login instructions.



Taking Your Turn
If you created the game, tap 'Play' again and create a word you think your opponent will have a hard time guessing. Then tap 'Play' again to submit that word. That's it!

If your opponent created the game, there are two parts to your turn. The first part is guessing your opponent's word. Tap 'Play' and choose letters you think are in the word. Remember, you can only use one lifeline during this part of the turn, so choose carefully. Then after you have guessed the word, you'll tap 'Play' and create a word to send back. 


Taking Another Turn
Open the game and you'll have the option to watch a replay of their attempt to guess your word. You can also skip the replay and go directly to solving your opponent's mystery word. Try to guess the word before you strike out and lose a balloon! Once you're done with their word, don't forget to create a new mystery word to send back to your opponent.


Number of Guesses Allowed
The number of strikes you have to guess a word depends on how long the mystery word is. The longer the word, the fewer strikes you or your opponent will have to solve it. Keep that in mind when creating a new mystery word. The exact breakdown for strikes allowed is:

4 letter word = 8 strikes
5 letter word = 7 strikes
6 letter word = 6 strikes
7 letter word = 5 strikes
8 letter word = 4 strikes


Recalling Tiles
Tap 'Recall' to bring the tiles you currently have on your rack back into your tray.


Resigning From a Game
Tap 'Resign' to end the game. However, you can only resign when it is your turn.

We designed Hanging With Friends to be played at a flexible pace. Some opponents are faster than others, so we like to give everyone a fair chance to play. However, if your opponent does not make a move in a reasonable amount of time, the game will be automatically resigned. For random games, it's 5 days without a move. For all other games, it's 11 days.


Chatting With Your Opponent
Tap 'Chat' at the top right of the game screen to type a message to your opponent.


A Free Vowel
We always give you the last vowel in each new word you have to solve. If that vowel is used more than once in the word, we will display all instances in which it occurs. If you don’t see a vowel at the beginning of a move, it means your opponent has sent you a word that does not contain any vowels.


What Words Are Valid
We require words to be a minimum of 4 letters. Beyond that, all words labeled as a part of the English language (including those listed of foreign origin, and as archaic, obsolete, colloquial, slang, etc.) are permitted with the exception of the following: proper nouns (words always capitalized), abbreviations, prefixes and suffixes standing alone, words requiring a hyphen or an apostrophe or derogatory words and racial slurs.


Lifelines
Lifelines help you when you're stuck solving a word. There are three different lifelines:
  1. Suspects: The Suspects lifeline reveals four letters, one of which is the word. Guessing one of them incorrectly will result in a strike.
  2. Extinguish: The Extinguish lifeline will remove four incorrect tiles from your letter tray.
  3. Revive: The Revive lifeline will remove one strike.
You can use each one once per turn unless you have coins to buy more.


Earning Points
Points add a layer of depth to the game by giving you a chance to earn more opportunities to use lifelines. Points fill up your coin bar, and each time you fill it up you get more coins, allowing you to buy more lifelines for those hard to solve words.


What are the point values of the tiles?
1 pt = A, E, I, O, R, S, T
2 pt = D L, N, U
3 pt = G, H, Y
4 pt = B, C, F, M, P, W
5 pt = K, V
8 pt = X
10 pt = J, Q, Z



Bonus Spaces
They are bonus spaces and they are randomly placed on the rack each turn. They will increase the amount of points you get in a given turn. They stand for:
  • DL: Double Letter Score
  • TL: Triple Letter Score
  • DW: Double Word Score
  • TW: Triple Word Score

Coins
Coins are used to purchase additional lifelines. FYI, the game does not award coins during the Pass and Play mode.


Reviewing Words Played
Tap anywhere on the coin bar or vs. screen to drop down the history of words played in each game.


Winning a Game
Winning is simple – don't be the first person to lose all your balloons. That means you have to correctly guess your mystery word more often than your opponent.


Active Simultaneous Games
You can create up to 20 games simultaneously.


Changing Your Avatar or Balloon Set
iOS: Tap 'Customize' on the main games list and pick an avatar, or tap the balloon icon and pick a balloon set (balloons customizing is iOS only for now). Android: Tap 'Settings' on the main games list screen and then tap the 'Characters' button to select a different avatar. Some avatars and balloon sets must be unlocked by spending coins.


Buying More Coins
Tap 'Customize' on the main games list and then the coin icon at the top of the screen to purchase coins (iOS only for now).


Changing Your Avatar
Tap 'Settings' on the main games list screen and then tap the 'Avatars' button to select a different avatar.


Adjusting Sound/Music
You can adjust the volume for both by tapping 'Settings' on the games list screen and then 'Options.'


Tutorials
Tutorials walk you through the game when you first start playing. Once you have viewed the tutorial one time through it is automatically turned off. You can also turn it off by tapping the 'X' at the bottom right of a tutorial pop up or going into 'Settings' > 'Options' and switch them off there. To turn it back on, tap 'Settings' and then 'Options' and turn on the 'Help Tutorial' button.


Additional Help
Tap 'Settings' on the games list screen, then 'Help' and then 'Learn to Play' for a guide on playing the game.


Deleting Completed Games
iOS: delete completed games by swiping your finger to the right over the game and tapping the 'Delete' button. For Android: tap and hold until the 'Delete' button appears.


Changing Account Information
Tap 'Settings' on the games list, then 'Account,' change your details, such as username, email or phone number, and then tap 'Save and Close' at the bottom. FYI, adding your phone number allows your friends to start games with you via the Contact List option.


Adjusting Push Notifications
iOS: to change the Push Notification settings, exit the app by pressing the Home button on your device, selecting 'Settings' and then 'Notifications.' At the notifications screen you can either enable or disable alerts, pop-ups and badge updates. Android: you can change the timing of when the app checks for new moves in the game's ‘Settings’ > ‘Options’ section.


About Our Dictionary
Hanging With Friends shares the same dictionary with Words With Friends, which has more than 173,000 acceptable words for use. Our list is based on the Enhanced North American Benchmark Lexicon (ENABLE), a public domain list used by many word games. We've added a few of our own words to game such as 'bling' and 'texting,' and more words may be added in the future. If you'd like to suggest a word, you can do that here.


Removing Ads
You can purchase the paid version of Hanging With Friends in the app store to remove ads permanently (iOS only for now).

John M. March 31, 2011 Solutions

Are you experiencing issues with the Android version of Words With Friends? If so, please check out these frequently asked questions before attempting to contact us for support.

 

Q: Why does the app keep force closing?

A: Several factors can cause the app to force close, some of which are related to bugs in the app that we are currently working to fix. However, certain apps have been known to cause issues, including some ad blocker and task killer apps. You should try disabling or uninstalling these.

 

Q: Why are my games disappearing?

A: This is a known issue that we're working to fix. In the mean time, if you are missing games, perform a Force Stop and Clear Data. You can do this from Android's Settings > Applications > Manage Applications > Words Free and then tap "Force Stop" and then "Clear Data." You'll have to log back in with your account email address.

 

Q: Why does the game keep repairing and logging me out?

A: A couple things can cause this; for example, if you have an opponent playing with the iPhone or iPad version and their game becomes corrupted. We're working to fix it now.

 

Q: Why aren't notifications working?

A: Currently, notifications run in the background. You can change the frequency that the app checks for a new move in the game's Account Settings. In a future version, we'll add true push notifications that work the way they do on the iPhone version. 

 

Q: Why do I get incorrect notifications?

A: Notifications run as a separate service and it is sometimes possible to receive a one for a move you have already made, particularly if you make the move before the notification was able to arrive. This will improve in future versions.

 

Q: It says a game is "Their Move" for both my opponent and me -- what do we do?

A: This is a known issue. We're working on fixing this. In the mean time, perform a Force Stop and Clear Data. You can do this from Android's Settings > Applications > Manage Applications > Words Free and then tap "Force Stop" and then "Clear Data." 

 

Q: When can I expect the next version of the game?

A: We are working hard on the next version and hope to have it ready soon. In general, we plan to release an update every 2 to 3 weeks.

 

Q: Why can’t I find the game on the Android Market?

A: There are two requirements to run Words Android: 1) you have to be running Android version 2.1 or higher. 2) your screen size must be at least 320×480 (for example, the HTC Wildfire can’t run the game).

 

Q: How do I get rid of the ads?

A: We are currently working on a paid, ad-free version that will be available soon.

 

Q: What about tablets?

A: We are also working on a version optimized for Android Honeycomb.

 

Q: How do I turn off the sound?

A: Open the "Account Settings" in the game and deselect the check mark next to "Sounds."

 

Q: Is there a way to shuffle my tiles?

A: Yes. Just shake your device.

 

Q: Is there a way to delete old games?

A: If the game is completed, you can delete it by tapping and holding on the game until a "Delete" button appears.

 

Q: How do I zoom in on the game board?

A: You can double tap to zoom in. In a future version, you will be able to pinch to zoom.

 

Q: Can I play with people who have the iPhone or iPad version?

A: Of course! You can start a game with them if you know their username.

 

Q: I’m still experiencing issues with the game — what do I do?

A: Start by confirming that your device is connected to the Internet. If you still have problems, try rebooting your device. If that doesn't work, perform a Force Stop and Clear Data. You can do this from Android's Settings > Applications > Manage Applications > Words Free and then tap "Force Stop" and then "Clear Data." You should also check to make sure you have the latest version of the app.

 

If you're still having problems after that, please submit a report to our support team. Please make sure to include what device you're using, what version of Android you're running, what carrier you're on and what version of Words you have installed. You can submit a report here: http://newtoy.zendesk.com/anonymous_requests/new or email us at support@newtoyinc.com.

John M. January 31, 2011 4 Solutions

Hello Games With Friends players! 

Thank you for playing and we hope to get you back playing the game normally as soon as possible.  Please review the topics below to see if you can find an answer to your question….

 

Login related issues: 

 

Forgot your password? 
http://gameswithfriends.newtoyapps.com/forgot_password
*Sometimes the password reset email is marked as Spam, so check there if you have not received it.

 

Forgotten the email address you entered when you registered / first-played?
http://gameswithfriends.newtoyapps.com/forgotten_email

 

Want to change which email you are registered with?
To do this in the game, follow these instructions:

  • Inside the game, click "Account Settings"
  • Type in your new preferred email address and click Save



 

Want to change your password?
To do this in the game, follow these instructions:

  • Inside the game, click "Account Settings"
  • Type in your new password, type it again (to confirm) and click Save

 

 

Loading related issues: 

 

Loading issues can be very frustrating and we apologize in advance for their occurrence. Many loading issues can be resolved by doing the following:



  • Reboot your device.
    This will resolve many loading issues, since phones and other devices are kept on for weeks at a time. A fresh reboot resolves many common issues with the game.

 

  • Check your Region setting. (iOS Devices only - iPhone, iPod, iPad) 
    This setting is located in: Settings > General > International. A setting other than 'United States' is known to create issues (ie :grayed out buttons, common words not being accepted, and stuck tiles). If you have issues playing the game and have a Region setting other than US, then we recommend using United States as your region. We are working to correct this bug in a future update.

 

 

 

  • Uninstall and reinstall the game.
    Sometimes the game will need a fresh reinstall to work like normal. For directions on how to uninstall and reinstall, go here:
    http://newtoy.zendesk.com/entries/79352-how-to-reinstall-the-app.
    After reinstalling, re-enter your original email address into the app when you run it for the first time. If you have password or login issues, refer to the above Quick Answers for solutions to these issues.
    *You will not be charged again if you are reinstalling the Paid version of the App. When you buy it once, you receive free updates and reinstalls forever! 

 

Game Play Issues 

 

Word Not Accepted
The dictionary for Words With Friends contains many common nouns, verbs, adverbs, prepositions, conjunctions, interactions, and adjectives. Words that are formally used with a capitalized first letter, words that are usually considered "proper" nouns, are not included in the dictionary. We apologize for any inconvenience this may have caused you.

 

Resign Times

  • Contact list games automatically resign on the 12th day of no activity.
  • Random games automatically resign on the 6th day of no activity.


 

Delete Completed Game
To remove a game from your completed games list:

  • Slide your finger from left-to-right across the game you wish to delete
  • A red box delete button will appear
  • Press the red delete button to delete the game

 

Deleting Chat History
To remove the Chat History from a game:

  • Resign the game
  • Follow the above directions to "Delete Completed Game" from your device

*We are working to provide a feature to clear chat history in a future update.

 

 

Billing
iTunes / App Store Purchase support is provided by Apple Customer Service. You can receive more help with this issue by visiting this link:  
http://www.apple.com/support/itunes/contact.html

 

If you have a question that is not answered here, please submit a new ticket and we'll be happy to assist!

Best regards,
Zynga With Friends Customer Support