What to do before contacting Gladiator Heroes user support

Not sure how to play the game? Or maybe you’re being affected by a bug? Following the global launch, our support team have been inundated with thousands of daily messages. So, if you don’t want to wait, here’s what to do to solve your problem as soon as possible.

 

Q: I don’t understand part of the game.

A: Want to know how to level up your gladiators, how skills work, or how to get more resources? We’ve got all of that information and more in our Wiki and in our FAQs. If you still can’t find the answer to your question, try asking other players in our Facebook group here. If all else fails, then get in touch with us via Facebook message.

Q: I made a purchase in the game but never received it.

A: In very few cases the server takes a little while to credit your purchase. If, after a few hours, you still haven’t received your items, please contact user support via the form in the game, making sure you attach a copy of your receipt. Following the global launch, the user support team has been inundated with thousands of general enquiries, but are prioritising purchase enquiries above these. However, it may still take a few days for them to respond to your message, check the game data and restore your purchase. Please wait for a reply from the support team in this case, and don’t send additional follow-up messages to the Facebook page or email. Thank you for your patience!

Q: I closed the game during the forge tutorial and now I’ve lost my forge.

A: If you close the game during a tutorial, it won’t save your progress and will assume you haven’t reached the tutorial, reset, and force you to do it again. It’s very important that you do not close the game during the forge tutorial and follow it until the end. When you enter the forge tutorial, the game will automatically ‘gift’ you five new weapons; one to forge, and four to forge it with. You will NOT lose your own weapons through this tutorial, so please don’t try to exit the game.

If the forge doesn’t provide you with these five weapons to forge, you need to go to your armoury and sell all the scrap. Once your armoury is free of scrap, you can re-enter the forge tutorial and continue the game.

Q: The ‘Games of Glory’ video is repeating over and over again. How can I make it stop?

A: This is a small bug we’ve found to be affecting about 0.02% of players. We believe it is actually a connectivity error, where your device cannot maintain a strong enough internet connection to save game data to the server. While we are working on a solution for this issue, here are a few things you can try:

  • Find a stronger, more reliable internet connection to get through this tutorial so that the game can save to the server
  • Turn on your device’s flight mode then open the game. Turn off flight mode while in the game.
  • Turn off your game’s internet connection and continue playing offline while we work to resolve the issue. You will not be able to access multiplayer offline.
  • Making sure you’re connected via Facebook, delete and reinstall the game. You shouldn’t lose any progress.

Q: My game is lagging or freezing in loading pages.

A: Please make sure you have the current version (1.7.3) installed. It includes many performance improvements. Otherwise, make sure you have enough memory on your device and close background apps.

Q: I’m experiencing another sort of bug/issue.

A: Make sure you have the latest version (1.7.3) installed. Close the app completely, and restart your device. If the problem persists, contact the game support team via the in-game app. As they are currently inundated by thousands of messages per day, please expect a wait of three to four days for a response. Thanks for your patience!

Q: I want to reset my game and start from the beginning.

A: We currently don’t offer the option to reset games to the beginning, as this could corrupt your data in future games. We will be happy to give you tips on how to improve your game if you’re not happy with it, however.

Q: There are hackers at the top of the game rankings.

A: Build a game, and the hackers will come. We’re aware of these suspicious accounts and will be setting aside one day per week to remove them. Keep in mind that account termination takes a bit of time – not only do we have to locate the accounts, we then have to verify that they are illegitimate, and take steps to block them in future. The ranking data then takes anywhere from a few hours to a day to refresh worldwide.

Q: What is ‘value’ building?

A: This is a small text error affecting a few players at this time. Value refers to the training ground corresponding to your gladiator (i.e. sword and shield training ground, two-hands training ground).

Q: How do I get stone if I can’t build a quarry yet?

A: Even if you can’t build the quarry, there are still a few options for you to get stone.

  • Starting at mission 38 in the world map, you will earn stone whenever you finish a mission.
  • If your fame level is high enough, the map challenges that you can find alongside missions will also reward you with stone.
  • You will earn stone by levelling up your city.
  • You can always buy the resources you need with gems.

It’s recommended that you prioritise upgrading the Caravan in order to access mission 38 and further.

Q: How can I get gems without paying for them?

A: Yes, yes – there’s the option to buy gems in the game for those who want to pay. But, we’ve endeavoured to make a game that can still be played without having to spend any ‘real world’ money. Every few hours the chests on the map, full of free gems, are refreshed. Make sure you scour the whole map for chests – even areas that you haven’t yet conquered! You can also get gems from chests post-battle – just make sure you watch the video advertising to get more keys. You’ll also receive larger amounts of gems as a reward when you update your city, or by exchanging tokens for chests in the merchant.

15 replies
  1. Leandro
    Leandro says:

    I had to reinstall the game and lost all my progress. I had a village level 22 almost 23. How can i recovry?

    Reply
  2. David
    David says:

    I have been playing the game for over a month and today it restarted part of it’s tutorial. I cannot proceed with anything including contacting the support team.
    Please let me know of any fix.

    Reply
    • Danika
      Danika says:

      Hi David, please contact us via email or Facebook so we can find out a little bit more about your problem. Thanks!

      Reply
  3. Ali Raza
    Ali Raza says:

    Please bring on the next update!! I’m going crazy not being able to progress!!!! 🙂

    Also, I’m unable to find any helmets so far anywhere.

    Reply
  4. Apels
    Apels says:

    Hi, i’m stuck st the beginning of games of glory. 1 of My gladiator is dead so the tutorial bugs at the formation of the defence.. Cant contact in game support cuz of this either…

    Reply
    • Danika
      Danika says:

      We are about to release a fix for this, but in the meantime you can solve the problem by carrying out the following steps.

      1. Switch off your internet connection
      2. Re-enter the game and heal your gladiators
      3. Turn your internet connection on again and re-enter the game. You should be able to complete the multiplayer tutorial now.

      Best wishes, GH team.

      Reply
  5. Thomas
    Thomas says:

    Guys, after the last battle, which I lost and all my gladiators need healing, I was invited to participate in the Games of Glory and was forced to assemble my defense team which I can’t because all my gladiators were beaten and need healing. Now I am stuck on that page, can’t assemble, can’t go back, can’t go forth, can’t do anything. There’s not even the link to the main menu to get in touch with you guys. I had to do it this. Also, the game can’t be reset, so, here us my question: how do I get out of this mess???

    Reply
    • Danika
      Danika says:

      Hi Thomas,

      We are about to release a fix for this, but in the meantime you can solve the problem by carrying out the following steps.

      1. Switch off your internet connection
      2. Re-enter the game and heal your gladiators
      3. Turn your internet connection on again and re-enter the game. You should be able to complete the multiplayer tutorial now.

      Best wishes, GH team.

      Reply
  6. Gonzalo
    Gonzalo says:

    Hi after the update my game restarts and I lost all what I had achieved my village become in a village level 1 with no buildings and I was level 31. What can I do? I lost all the progress.

    Reply
    • Danika
      Danika says:

      Hi Gonzalo,

      Please send a message to our support team via the message form in the game so that they can solve your problem.

      Reply
  7. Swanny
    Swanny says:

    In the pvp tutorial it lets me set um my defenders but when I get to my fighters part the button is greyed out and since it’s on the tutorial the game won’t let me do anything else.

    Reply
    • Danika
      Danika says:

      Hi there, which version of the game do you have? 1.9.0 should have solved this problem. Otherwise, 1.9.1 will be released within the next few days.

      Reply
      • Swanny
        Swanny says:

        Nope, still grayed out and won’t let me go farther and have 1.9.1. It’s not an issue with my gladiators being beaten like others have said. I actually set up my defenders, but during the tutorial on the attack phase the choose fighters button is gray and won’t let me push it

        Reply

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