Need help with your iOS Game? Is something not working right? Check out the FAQ below to get a quick solution to your problem. Remember to visit the Big Fish Games Forums if you need more game help, or for technical trouble shooting see our FAQ.

Looking for game play help?

Our game walkthroughs are a great first stop whether you’re stuck in a game or just looking for a few tips. You can find detailed instructions, helpful screenshots, and plenty of hints to get you through the game. Please note that these walkthroughs may be slightly different because they are based on the PC and Mac versions of a game, but most of the advice is helpful for iPad and iPhone users.

You can also find advice, tips, and hints from other players in the Big Fish Games Forums, which are full of helpful information for every game.

Game crashing, freezing, or not working?

There are several reasons why a game may crash, freeze, or have other technical issues. If you’ve been playing for more than one hour consecutively, then there is a greater chance of this happening. The following is a list of troubleshooting steps that may help.

Improve game performance

First, try these tips to improve the performance of your game:

  • Double-check that your device has plenty of battery life left. If you’re playing with low battery life, the device has to work harder to run a game. It’s recommended to play while connected to your computer, a wall outlet, or after the battery has fully charged.
  • Check on updates for the game and your device using the steps in the sections down below.
  • Close all applications. When you exit an app, the app does not close automatically. For some issues, including game crashes, it is a good idea to close all applications running in background to free up your device’s resources. Please see Apple’s iOS: Understanding multitasking help article for more information. To close background applications:
    1. Double click the Home button (the button on the front of your device) and all multitasking apps will appear.
    2. Swipe up on each app to remove it from running in the background.
    3. Click the Home button again to go back to the normal screen.
    4. Restart your device and open the game.
  • If you’re still having trouble, try restarting your device. Apple also recommends restarting after installing any application. Follow these steps to restart an iPad, iPhone, or iPod touch:
    1. Hold the Sleep/Wake button at the top of the device for 5 seconds.
    2. Run the slider across the screen to power off.
    3. Wait 30 seconds, then start the device again by holding the Sleep/Wake button until you see the Apple icon.
    4. Start your game.

Reinstall your game

If the steps above didn’t help, try uninstalling and reinstalling the game. Once you’ve purchased a game (or downloaded a free to play game), it can be reinstalled on any of your devices. Please make sure to sign in to the same iTunes account used to make the original purchase and/or download the game.

By uninstalling your game, you will lose all saved progress and settings in that game. If this is a concern, please try all other troubleshooting steps before uninstalling and reinstalling your game.

Uninstalling a game

  1. Hold your finger on the game icon for 5 seconds. This will cause the icons on the screen to jiggle and a small X will appear over the game icon.
  2. Tap on the game icon to delete it from your Apple device. When prompted, tap Yes to complete the removal process.

Reinstalling from the App Store

  1. Sign into the iTunes account that was originally used to purchase the game.
  2. Find and download the game from the App Store.
  3. After the installation is complete, please restart your Apple device as instructed above.

Reinstalling from iTunes (if your device was synced to iTunes after the game’s purchase)

  1. Connect your Apple device to your iTunes program.
  2. Once the device has been detected, click the Applications tab in iTunes.
  3. Make sure there is a check mark next to the game you want to reinstall and click the Sync button to reinstall it.
  4. After the installation is complete, please restart your Apple device as instructed above.

How do I start over if my game is stuck?

Try clearing your saved game. This option may appear differently in each game. Here are a few examples:

  • Check under the Options menu.
  • Some games include a New Game button.
  • Some games will allow you to add a new player profile.

Please note: Options 1 and 2 above will erase all saved data, requiring you to start over from the beginning of the game.

I have a free version game, how do I purchase and unlock the full version?

Follow these steps to upgrade to a full version game from a free version that you’ve already installed:

  1. Open your game and wait for it to load to main menu.
  2. From the main menu, tap the Unlock or Buy button. The name of the button may vary depending on the game.
  3. Confirm your purchase. If there is a Collector’s Edition available, you may be asked to choose which version of the game you’d like to buy.



 

How can I get updates for my game?

You can check the App Store app to see if any updates are available for your game. For every available update, you’ll see a number appear in red on the top right corner of the App Store icon. Open the App Store app to choose which updates you’d like to install.

If an update for your game doesn’t appear in the App Store application, then it has already been installed. Once you reinstall a game, the most recent version available will be installed automatically.

 
 
 

How can I update my device?

To make sure your device is running the latest software updates available from Apple, please follow the steps below:

  1. Tap the Settings app.
  2. Tap General.
  3. Tap Software Update.
  4. If an update is available, it may be run by tapping Download & Install.

Have a billing question?

For billing questions regarding your game, please contact Apple iTunes Support. In some cases, our Customer Support team can gift certain games using Apple’s game gifting feature. This will be done on a case by case basis if there are account or billing problems.

Since iPad, iPhone, and iPod touch games can only be purchased from the iTunes App Store, the Big Fish Games purchasing system is not used. As such, Game Club credits, Punch Card coupons, and coupon codes cannot be used to purchase these games.

Only games available through the iTunes App Store will work on these Apple devices.

You can check your purchase history through iTunes, or in the Mac App Store. Please see the following help article from Apple: iTunes Store & Mac App Store: Seeing your purchase history and order numbers



 

Your Big Fish Account

Creating an account is fast, easy, and completely free.

Create a new account

  1. Go to the game’s Options or Settings menu.
  2. Tap the Sign In button.
  3. Tap Create Account.
  4. Enter your email address and create a password for your account.

Sign in to your account

If you already have an account, you can sign in at any time.

  1. Go to the game’s Options or Settings menu.
  2. Tap the Sign In button.
  3. Enter the email address and password for your Big Fish account.

To sign out, just tap the Sign Out button in the game’s Options or Settings menu.

Forgot your password?

If you forgot your password, just tap the Forgot your password? link on the Sign In screen. You’ll be asked to enter the email address for your account, and we’ll send you a temporary password so that you can sign in.

Never received your new password?

It is possible that our email was sent to the Spam or Junk folder of your inbox. To ensure that you receive your reset password, please add no-reply@bigfishgames.com and bigfishgames@mailwc.custhelp.com to your safe-senders list. If you still do not receive this automated email, contact Customer Support and we’ll reset your password.

Forgot your email address?

If you’ve forgotten the email address that was used to create your account or no longer have access to that email address, please contact Customer Support. In order to promptly locate your account, please provide your first and last name, first four and last four digits of the payment card on the account, and your billing address. Please do not include your entire credit card number.

Email address already in use?

If you see this message, an account with the chosen email address has already been created on the Big Fish website or in another iPhone/iPad game. To sign in to this account, please select Forgot Your Password? in the sign in window and we’ll send a new password to the email address.

Need to update your email address and/or password?

You can update your email address or password from our website.

  1. Go to www.BigFishGames.com.
  2. Click Sign In in the top right corner of the site, then sign in to your account using your current account email address and password.
  3. Click on My Account, followed by Account Info.
  4. Click Edit to enter a new email address and/or password.

Have more than one account?

It is not possible to merge multiple accounts and email addresses. If you have created more than one account, using multiple email addresses, please sign in to each of these accounts separately.

If you created an account that is assigned to an email address you no longer use, you can still sign in with that address. The email address does not need to be active. Once signed in, you can update the email address to one that has not been previously registered with us.

Did the information above not resolve your issue? Contact our Customer Support team directly here!

  • Patrick

    *DUNGEON BOSS* issue: game Will freeze every time when in a pvp and one hero leaves the battle because of fear (using lupina or tsume). I was sometimes able to close the game and reload and get back in the pvp, but since the last update, it won’t load up, stays on the ‘Loading Dungeon…’ screen. Please fix as I lose on average of 150 cups a day since the only way to get back in the game is to reload the game and select exit battle in progress. Thank you.
    Edit Reply

    • Hello Patrick, I’m sorry to hear that you’re experiencing difficulties with your game. Big Fish is aware of this issue. Unfortunately the problem is with Adobe and Big Fish has contacted them on this issue and they are currently working on getting it fixed. I’m sorry for the inconvenience Patrick.

  • Patrick

    *DUNGEON BOSS* issue: game Will freeze every time when in a pvp and one hero leaves the battle because of fear (using lupina or tsume). I was sometimes able to close the game and reload and get back in the pvp, but since the last update, it won’t load up, stays on the ‘Loading Dungeon…’ screen. Please fix as I lose on average of 150 cups a day since the only way to get back in the game is to reload the game and select exit battle in progress. Thank you.

  • Tracy Wales

    I played fairway solitaire blast this morning and all was fine, came to play this evening and it kept saying I needed to sign in to Facebook, which I tried and tried to do, even tried playing the game through facebooky( I am using my iPhone 5c) but it would just not connect!! Uninstalled the game and downloaded it again, and it is still saying the same thing!!! I don’t have any other apps open or running, have turned my phone off and back on, have contacted customer support and gave my game ID

    • Hello Tracy, I’m sorry to hear that you’re experiencing some difficulties with your game. This has happened to me as well on Gummy Drop. Some advice that I can offer is to try to reconnect with Facebook. Also, try playing through a few levels and you should get a prompt to reconnect with Facebook. This should restore your progress. Please get back with me on this matter. I understand how frustrating this can be.

  • Hello everyone, I see that a lot of you are experiencing some issues with with coins being lost. I would suggest getting in contact with customer support as they have the authority to further assist you. Please be sure to have your gamer ID ready. Please let me know if you have any further questions or concerns.
    Happy gaming,

    Wendy

  • Hello Jacqs7, I’m sorry to hear that you’re experiencing some difficulties.
    A few tips that I can offer you is to be sure that you’ve closed out of all other apps when playing Gummy Drop as this can cause slowing, freezing, and crashing. Try clearing your cookies and caches. Shut down your device and restart it. Please let me know if you need further assistance. I am customer service, but if none of the above suggestions help, I would suggest getting in contact with customer support. Please be sure to have your gamer ID ready.
    Good luck and happy gaming!
    Wendy

  • Jacqueline

    Thanks!

    • You’re very welcome and I wish you luck. If you have any questions, please let me know.

  • Jacqueline

    Is there anyone monitoring this board?

  • Jacqueline

    How come part of the games is saying CLAME instead of CLAIM?

  • Amy Salter

    Sir Match A Lot– ever since the recent update, I’ve been stuck on level 34 in the third world, because the extra moves are costing a ridiculous 3400! The coins in the daily requests have disappeared too. Also, when the pop up screen appears to play the level, half of the screen is missing and every button says “claim”. You need to fix this update real bad!

    • Carol Gladwin

      Totally agree – the charges for different bonuses seems to vary hugely too. Not tested properly me thinks….

  • Sam Stevenson

    Why in the world have the power ups costing so many coins now they’ve gone from 340 to 3400 when you still only get minimal coins from the levels it’s ridiculous

  • Carol Gladwin

    Really not happy with sir match a lot level 70 “fun factor”. It’s no fun at all as the heads get stuck EVERY TIME on the side bars with no way of getting them out. I like challenging levels but this just burns lives with no hope of finishing the level. Most dissapointing.

  • Stephanie Usher

    Hi there, great game but having issues with Energy, when I play the Chapters it’s taking 17 energy instead if the 15 it’s supposed to, can you please advise on how to fix this, thanks, Steph Usher,

  • Carlene lee

    Don’t even try

  • Carlene lee

    League of light silent mountain I just purchases this for £4.99 it will not work, have followed all suggestions I want my money back, this is not the first big fish game that I have lost money on

  • Becca Denham Jackson

    Doing a deep dive in sunken secrets. I need one more deep light but there is no way to get it and complete the dive.

  • Diane Baker

    I have just purchased “Curse at Twilight: Thief of Souls” for a SECOND time and still no better response. I purchased the full version for PC back in December, but it wouldn’t load. Tried getting money back to no avail. Just purchased for iOS and now can’t read what the screen says. Nothing but red blocks covering words. What do I do now?

  • Tabitha Green

    Dark manor has been down all day. Tried all the faq fixes and nothing. No other place to report it.

  • Momofthree

    I was finally able, after months of trying to get back onto my FB account on Solitaire Blast. I finally had my coins back, 45,350 and then I closed out the game because it was moving slow AND I am back to 250 coins and have lost all of my extra help cards. What is going on?!

  • Me

    Solitary blast games last night Saturday I had like 53000 coins today I wake to play I only have 650 or so what happened I need my coins back where they at? I worked hard to get those coins why are they missing please explain

    • Momofthree

      I am having the same problem and it seems that BF doesn’t really care.