Pocket Gems FAQs

Creating a PIN code on your Android device is a great method to help avoid inadvertent purchases being made on your device. Please note that the PIN does not completely stop purchase- it simply will ask you to insert your PIN number before the purchase(s) finalize.

Click this link to get directed to the Android App Store and start setting up your PIN: https://support.google.com/androidmarket/bin/answer.py?hl=en&topic=1100168&answer=1626831

~UPDATE~Our team recently released an update for the game that should have resolved this issue. Please try updating your game using the Apple App Store.

To Update your App:

1) Tap the App Store icon on your devices Home screen to launch the App Store app.2) Tap Updates to show all available updates for the apps you have installed on your device. Find your game on this list and tap the Update button.3) You may be asked for your iTunes password or e-mail address and password. Type them into the relevant fields and click the OK button.4) Wait. Messages will appear as the update completes, starting with Waiting, followed by Loading and, finally, Installing. When the status bar is filled and the app icon returns to normal, you can use your updated app.

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We deeply apologize for the current issue with the invisible models in Runway Life.

This issue is a direct result of the iOS 10 update. At this time, Runway Life is not yet fully compatible with iOS 10.

Our team is actively investigating this issue and are working towards repairing it as soon as possible. At this moment, we do not yet have an exact time estimate as to when this repair can be expected.

We apologize for the inconvenience this issue has caused.

Players with an earlier version of iOS will still be able to play without issue.

We're so happy to hear that you're interested in writing your own stories! You can go to the following link to start your story: https://www.episodeinteractive.com.

The Episode Writer Portal is a place where you can create and direct your own stories for our popular mobile app, Episode - Choose Your Story. Using our library of hundreds of backgrounds, outfits, and characters along with our simple directing tools, you can create your own story in no time at all! To get started, check out the directing guides at https://pg-story.appspot.com/write/guides.

This issue typically can be fixed by updating the app.For iOS:

1) Tap the App Store icon on your iOS device's Home screen to launch the App Store app.2) Tap Updates to show all available updates for the apps you have installed on your iOS device. Find your game on this list and tap the Update button.3) You may be asked for your iTunes password or e-mail address and password. Type them into the relevant fields and click the OK button.4) Wait. Messages will appear as the update completes, starting with Waiting, followed by Loading and, finally, Installing. When the status bar is filled and the app icon returns to normal, you can use your updated app.

For Android:

1) Tap on the Google Play Store icon on your device.2) Tap on the "hamburger" icon (three horizontal lines) in the top left to open the menu.3) Select "My Apps"4) Find your app and press "Update"5) Wait. Messages like "Downloading" and "Installing" will appear as the update completes.6) Try running the game once again to see if the problem persists.

Authors on the Episode Platform must be 13 or older.

If you are 13 to 17 years of age, you must have parental permission to submit and publish your story.

Recently, we released an update to Episode that will change the availability of some features in the app. Don't worry, features such as the Search bar, Profile section, Create section, User Stories, and Contest Winner shelves will be made available to your app within the next couple of weeks. In the meantime, you can read all of our featured stories.

If you wish to write a story, but do not have access to the Create feature just yet, we highly suggest joining the Writers Portal website to write and preview your stories. You can visit the Writers Portal website here: https://www.episodeinteractive.com/write/

If you have any other questions or concerns, you are welcome to join the Episode Official Forum to discuss anything and everything related to app and even meet other players and authors just like you. You can find the Episode Forum here: https://forums.episodeinteractive.com/

If you have forgotten your password you can have it reset by tapping on the following menu buttons:

1) Menu (at the bottom right corner)

2) Settings

3) Account

4) Forgot Password (at the bottom right corner of the window that appears)

After your password is reset a new password will be sent to the email associated with your Pocket ID account.

Here are some troubleshooting steps to potentially help resolve this issue:

Log out of Game Center. To log out on your iOS device, you will need to go to Settings and tap Game Center > Apple ID > Sign Out.

Launch Tap Paradise Cove. If prompted to log into Game Center, swipe up to cancel.

Perform a Full Close of the game. To do this, double-press the Home button and swipe up on the app card that you with to close.

Log in to Game Center. To log in on your iOS device, you will need to go to Settings and tap Game Center, and then enter your Apple ID.

Relaunch the game.

We hope to have new episodes out in Early Spring 2016. Follow us on social media @episode to keep yourself posted about any new updates!

The Holidinghy is a free ship for the Holidays! Players are given the ship and then can upgrade it by completing the Tree of Gifts quests that appear each day.

The quest appears each day and the tree can be harvested every 24 hours. Be careful not to collect from the tree until the quest appears so you will get your tinsel!

Don't worry if you miss a collection or two, you'll still have the opportunity to completely upgrade the dinghy at the end of the quest.

Support Each Other:

If you have feedback on a story, rule, feature, standard, bug, etc., please be respectful and provide constructive feedback. We encourage everyone to support the stories they love by sharing them and providing constructive comments.

The versus button not showing up for some players is currently a known issue in the game. To participate in Versus events, first try:

1. Tapping the Profile button under the level bar on the top right of your screen.

2. Then, tap the "Fight" button on the screen that pops up.

If that doesn't work, you may able to see the Verses button by visiting another area or Cove. The Versus button should then appear there and sometimes also in the Main Cove when you go back to it.

100 Ruby Tree Droplets can be turned into one Ruby Tree Seed at the Tinkerer's Workshop. Once complete, these can be seenat the Ruby Tree in the center of Oxford where they continue to generate 10 rubies every 24 hours. Make sure to come back each day and collect them!

Please keep in mind you can only transfer Android games to Android devices and iOS games to iOS devices.Unfortunately we cannot transfer Android <-> iOS. Any attempts to do so will result in a 'Game State On A Different Platform' error message.

Here's how you can restore your game or transfer it to a new device:

Tap the 3 lines in the top left corner. A menu should come up on the left side of your app.

Tap the "Settings/Restore" tab at the bottom of this menu.

At the top of the menu, there will be 4 tabs or sections. Tap the "Restore" section.

Tap "Send to Self" to email or text your username and password to yourself. (Note: your username/password cannot be changed).

On your new device, go to the same "Restore" section under your Settings page and tap "Restore FROM Another Device."

Enter the username and password in the box that appears (you should have sent yourself this information in step 4). Then tap "Submit and Restore."

Voila, your game should be restored! If you are not able to restore or need further assistance please file a support ticket.

Cyberbullying -- We have a system in place to help remove cyberbullies from our platform, but some may still slip through. Please do not hesitateto report the behavior to us to help prevent future cases.Cyberbullying includes, but is not limited to, all of the below:

Abusive comments, hate speech, harassing messages - incessant, threatening, sexual or otherwise.

Posting negative content or creating content that paints other members in a negative/hurtful light.

Inciting violence or harassment towards Episode, Episode Community members, or Episode staff.

For more information on bullying and how to prevent it:

Stop Bullying

National Crime Prevention Center on Cyberbullying

Cyberbullying Research Center

Connect Safely

NetSmartz http://www.netsmartz.org/Cyberbullying

Tips: Creators, you can turn off Fanmail, as well as delete/report comments that you find threatening, hurtful, abusive, or invasive. If you feel concerned please contact Support.

**If you believe someone is in immediate danger, please call their local authorities.**

Here is how to transfer your Campus Life game:

1. Please install Campus Life on your new shiny device

2. Login to Game Center on both devices

3. Launch Tap Campus Life on your new shiny device

4. A popup menu will appear asking you if you would like to load a game from our servers. Tap "Yes".

5. Your game from your previous device should now be loaded on your new shiny device.

We no longer havea restart button for the app.In the meantime if youd like to restart a specific storyyou can replayyour story via the Replay feature.

At the end of an episode and while you're reading an episode, if you tap the 3 dots in the lower right corner youll see the "Replay" option appear in a pop-up menu.

If you tap the Replay button, youll see the option to start a new game.

We are now able to transfer games from one device to another using Game Center. Please make sure that both devices are login to the same Game Center account as well as both devices being on the same game version.

Once you launch the game on your second device, you should see your game automatically transferred over if you are under level 3. If you are above level 3, your new device will prompt you to load a saved game from our servers. Please tap YES to the Load Saved Game message. Tapping NO or "Keep Current Game" will result in your game being overwritten with a level 1 game, which we will not be able to recover.

Please note:

This is strictly for iOS and not for our Android or Kindle Fire users.

Also, we highly suggest using this transfer method totransfer your game onlyandnotto use this to play your game on multiple devices as you could potentially ruin your game state.

Some relics can also be traded for rubies once you unlock the necessary search sites that they drop in.

Where do I find the jewels I've crafted?

You can find your jewels by tapping Menu > Equipment > Equip. Alternatively, you can tap on the "Jewels" button from the Tinkerer's Workshop screen.

How do I equip jewels?

Simply tap on and drag jewels to the square slots in Maddie's Magical Compass. Once the jewels are in the slots, the bonuses that are displayed above the slots are active.

*Please note that the first purple slot can only equip Sunstones, the second green slot can only equip Emeralds and Garnets, and the last three blue slots are able to equip all other jewels.

What do each of the jewels do?

Sapphire: Boosts your item find score in search scenes.

*Useful for scoring challenges and quests!

Emerald: Reduces your search energy cost.

*Great to equip after your energy has charged to full so you can get the most benefit out of it!

Diamond: Increased your building items drop rate in dig sites.

Sunstone: Increased chance for a bonus shovel.

*Instead of getting just 3 shovels after every 6searches, you can now get a chance at 4 shovels!

Quartz: Boosts the amount of time you have to combo in between searching relics.

Garnet: Increases the maximum amount of energy you can holdwhen saving upenergy.

*Good to equip before going to bed or taking an extended break between playing.

Aquamarine: Reduces upgrade costs when upgrading sites with more relics.

There are a couple reasons your game might be crashing a lot.

Low memory device

If you're playing on an iPad mini, iPad 2 or iPhone 4 and below, or if you're playing on an older model of an Android device, the size of the RAM (random access memory) could be causing your device to crash. When we add new features to our games, this expands the size of the game and makes it harder for these larger games to run.

Internet usage

If you're using your device's data plan instead of wifi, we recommend going onto wifi to make a stronger connection and experience better loading.

How to fix it

Try zooming in in your game.

Close any other apps that are running in the background of your app.

Try deleting any unused apps.

The torches are part of an old quest that is no longer in the game. The lands that say you need torches to clear them will remain under fog because opening up this land in the Main Cove resulted in a lot of crashes for players.

In order to be able to explore more land you must achieve certain quests in the game. When tapping on the clouds, the game should tell you which specific quest needs to be achieved in order to unlock that specific piece of land. If you tap on a cloud and a 'Hidden Area' message appears, that means we are still working on expanding those areas in the future.

Currently we have noticed an issue that is affecting In-App-Purchases not being credited on Android devices. This is something that we are in contacts with Google to get more information on. We apologize for the confusion this has caused. We hope to have more updates on the cause soon.

For issues around purchases made on July 16th, 2018 that failed you can contact Google Play Support and they will be able to help you with getting a refund for the purchases that did not complete. Here's how to request your refund:

Go to the Google Play Store and then tap on the menu button

From that menu scroll down and tap on "Help & Feedback"

Tap on the Phone icon and you'll receive a "Request callback" form

From here you can fill in your first name, phone number, and write that you would like to request a refund for the transactions made on July 16,2018, since they were not credited to your game during the time purchases were not registering.

After completing this form you should receive a call back from Google Play Support providing assistance. If you are not able to get assistance from Google Play Support then please be sure to contact our support team again.

This is currently a known issue with the story 'It Starts With A Bra'. The team is currently investigating this issue.

Please note, the later chapters are now locked and will not be unlocked until this issue has been resolved. In the meantime, you may experience looping/repeating of the same chapter until the next chapter is unlocked for reading.

Sadly, some of our older games are no longer compatible with current Android devices. These games have been removed from the Google Play store, and their servers have been shut down. Campus Life for Android is one of those games, and Android players may receive a message telling them that they've been banned if they attempt to launch the game.

Campus Life for iOS remains available to play.

Pocket ID will help users load their previous game, transfer their current game to a different device, and help us resolve issues that you may experience.

You can use Pocket ID in the following games:

Animal Voyage

Secret Passages: Hidden Objects

Epic Empire

Here's how you can set up your Pocket ID:

Go into your game.

Go into the main Menu.

Tap the "Settings" button." Once you're in the setting menu, you'll see an option to "Create an Account."

Tap on "Create Account." A window will pop up where you can enter your email/ID and a password, and ta-da! You've created a Pocket ID account. Please remember your password in case you need to log in again!

To locate your Support ID:

1) Launch your game

2) Tap the "Menu" box in the lower right corner of your Secret Passages game.

3) Tap the "Settings" gear icon

4) Tap the "About" notebook icon

5a) iOS users can find their Support ID on the second line in the "About" screen

5b) Android users can find their Support ID on the bottom right of the "About" screen

If you are an iOS user and cannot open your game, you can locate your Support ID by:

1) Tapping on"Settings" on your device

2) Scroll down to the game you are having issues with

3) Tap on the game you are having issues with

4) Copy / Paste your Support ID to your support ticket

Were hoping to release these additional features to all players soon! Thanks for your patience!

iOS 11 is a 64-bit version of iOS. Unfortunately, as Animal Voyage is a 32-bit game, it's no longer compatible with iOS 11 or later which limit iOS App Store apps to 64-bit apps only. At this time, Pocket Gems does not have any plans to update the app.

We would love to help you!

Please click here to be taken to our Support Desk.

This is a known issue with this story and we hope to have this issue repaired in the next update.

This is a known issue with this story and we hope to have this issue fixed in the next update.

How they work:

Replays let you to start your story from the beginning, and have different levels of progress saved in the same story.

For example - if you've been reading your story but want to start your story from the beginning, you can use a replay slot to start over (while still having your progress saved in the other save).

You can replay a story up to FIVE times.

How toreplay:

Go to the story you want to replay

Tap the three dots in the lower right hand corner and three options will display

Share

Replay

Record

Tapping replay allows you to replay the story from the beginning!

Enjoy!

Reader retention (also called reader engagement) is a measure of how well your story keeps people reading. Episode looks at the number of people who start your story and compares that to the number of peoplewho finish each chapter. The more people who finish each chapter, the higher your retention is.Generally, we look for stories that have high retention.

We use this measure because it allows us to see how into a story readers are without being dependent on the total number of reads a story has. Here are twoexamples:

Example 1:

Story Starts: 10,000

Readers who finished Ch

Retention Score

Ch 1

5,000

50%

Ch 2

2,500

25%

Ch 3

1,250

12.5%

Example 2:

Story Starts: 500

Readers who finished Ch

Retention Score

Ch 1

400

80%

Ch 2

300

60%

Ch 3

250

50%

In Example 1 we can see that even though the story has morereads, the overall retention is lower than the story in Example 2.

Episode uses retention scores to measure how successful our own stories are with our readers. We also use this in conjunction with our grading rubric to help select user stories to feature and contest winners.

Iron ore found in dig sites is used to craft shovels at the tinkerer. You can craft two shovels at a time using 33 iron ore. It takes two hours to craft two shovels.

Currently we cannot sell or delete items in this game, but you can store any unwanted objects.

To store an item:

1. Tap on the object

2. Tap the move icon

3. On the bottom left corner, you should see a box can icon. Tap that and it will store that object.

**Note: As you store more items in your storage you will need to purchase more storage space**

It is with sincere regret that we must inform everyone that the Supermodel Contest / Models feature is now officially closed due to unforeseen technical issues. The team has done their best to try to repair this feature, but at this time, it is not possible to fix it. We sincerely apologize for the removal of this popular feature from Campus Life.If you require assistance with your profile due to this issue, please send me a ticket and I will be happy to assist you and answer your questions, as I know many of you have concerns regarding your Idol Points and being unable to recruit the last Model Recruit.

Tickets can be submitted using this link, please make sure to include your Support ID: https://pocketgems.zendesk.com/hc/en-us/requests/new

If you do not know where to find your Support ID, here are some helpful instructions: https://pocketgems.zendesk.com/hc/en-us/articles/201944736--How-do-I-find-my-Support-ID-PGID-

This is a known issue when attempting to restore an account that was previously played on a different, cross-platform, device. For example, if you previously played on an Android device, then attempted to log in to your account on an iOS device, this will result in this error message displaying.This is because Episode Profiles (Mobile Creator, Profile, Writer's Portal) are now linked to Episode Accounts (in-app reading history, Passes, and Gems).Now, when you log in to your email address to access features such as Mobile Creator, this will also log you in to your Episode app account.If you wish to use your Mobile Creator profile on a new device that is of a different platform (ie: iOS > Android, or Android > iOS), please submit a support ticket so that we can assist you with linking your email to your new Episode app account.This will allow you to continue editing your custom-made user stories on your new device.

When submitting a support ticket, please provide your email address for your Episode Profile, and your new Support ID found in the Settings menu of your app.

Not all stories in Episode reward Gems for reading chapters.

Stories that reward Gems for reading will only reward Gems for the first play-through. Subsequent replays will not reward additional Gems.The stories that reward Gems for reading will have a blue banner on the description page similar to the example below.

Why are the team names showing twice on the leaderboard?

We introduced a new feature called Global Leaderboards in conjunction with this event. Thesenew leaderboards were intended to provide both players and teams with an ongoing rank of their performance across our the entire global player base. However, in this case, there was a bug which caused the team names to be displayed twice during the weekend Battle Event.

We were able to identify this issue quickly and are working right now to correct this glitch in future events. We are so sorry for the confusion this bug caused over the weekend event and appreciate all the players who wrote in to alert us to this problem.

How will rewards work if everything isdisplayedtwice? Won't my team get lowerrewards?

We absolutely wanted to ensure that all players and team received the same rewards they would have earned if there had not been duplicate name on the leaderboards.

After careful consideration we decided to expand the number of teams who could win each prize at each level. For example: in a normal guild battle only the top 2 teams would receive a ship, but for this event the top 4 teams would. The top three teams would have received the cannon, but we expanded it the top 6 - and so on down the prize list. In the event that the duplicate entries interfered with the event rankings this would still allow players to earn the correct rewards.

Many players wrote in expressing concern that team would receive double rewards. As it turned out, the duplicate leaderboard listings did not interfere with theprize distribution and duplicate rewards were not an issue! As of 1PM PDT on Aug 18th all the rewards have been distributed. If you have not yet received the rewards please full-close and relaunch your game before filing a ticket!

Thanks for reading and we will continue to update this post as necessary!

Sometimes this issue can occur if you have your volume turned up, but your ringer button turned off. Please check your ringer button and flip it to the on position to hear sound in the Episode app.

Be Creative:

The best stories come from collaboration and unique perspectives. We want to encourage our Readers and Creators to work together to make the best stories that can possibly be made.

You might lose your progress if you delete/reinstall.

Certain games will allow you to load your previous game via your Pocket ID (i.e. Animal Voyages & Epic Empire: A Hero's Journey).

If you want to transfer your Episode game to another device, send us the Support IDs for both devices. Here's how:

You can visit this FAQs to learn how to get your Episode support ID: https://pocketgems.zendesk.com/hc/en-us/articles/202013693-How-do-I-find-my-Support-ID-

If you log into the game on your device and your account is back to level one, or is not an account you recognize, pleasecontact our support teamand let them know your information.

Please first relaunch the game so that it may sync with our servers. Then, after launching the game, please search a scene and if these quests are available for you, they will appear in your quest log.

Here's how to fix this issue:

Restart your device.

Download the app from iTunes on your computer.

Sync the app to your device.

This is currently a known issue with certain video advertisements causing Episode to freeze on a blue or black screen. Our testers and developers are investigating this issue and we hope to have it resolved soon.

Please note that this issue is temporary and will likely resolve itself once the affected advertisement expires in your app, which can sometimes take up to a few days. We deeply apologize for any inconvenience this has caused. If you notice this issue persisting for longer than a few days, or if you notice this issue is removing passes from your game, please submit a support ticket for further assistance.UPDATE - June 16, 2017:

Leaving the blue screen open for several minutes without tapping the screen or exiting the app can sometimes fix this issue. Leaving the blue screen open may cause the advertisement that is stuck to 'timeout' and then your next episode should start playing.

You can publish a story to the app by tapping the publish button as soon as your story meets the minimum requirements:

Your story must be at least 3 episodes long.

Each episode must have at least 400 lines of dialogue to publish.

All episodes must be error free and follow our Content Guidelines.