Hey there my new little friends. Bunny here with helping hands…errr..paws? Lol. Well here I am, trying to help out in the same regard I always have loved to. I will be taking you on a lil journey with me to give you a few pointers and things you may want to know when you first start out your game.
In this edition, Contacting TinyCo.
As we all know, everything technical comes with its lil twitches and glitches. Just can’t catch everything. Not to mention it is impossible to know how something will work until you have it in the hands of millions of players all at once. Lol
So what you came here for…
How do you contact TinyCo? Well they did a really cool thing with this game and actually put a direct link to them within the game itself. REALLY! A few quick taps and you can send them a message. Genius idea.
Go to your lil Menu Icon and select it.
Then go to your Help & Support Menu.
As soon as you click on it you will see the message icon in the top right corner of your screen as well as some basic stuff to help you if you want to poke around.
You can also be directed to it by selecting Contact Support, then Contact TinyCo Support.
I realize a time may come that you are not able to even get into your menu and you still need to reach out to someone. Use their email address instead.
Email: help@tinyco.com
Now what all should you say in the message to them? When reporting any issues include as much information as you possibly can. It will help in the long run the more they know.
Give them information like:
*What you were doing when the issue occured? (Like I was doing Peter’s task Shipoopi)
*What type of device you are playing the game on?
*Whether this is a re-occuring issue that happens over and over or if this is just on one time thing?
*Did you lose any in game cash/coins or clams resulting from the issue?
Really just put in as much detail as you can. Helps them in the response.
If you get a pop up on the screen and can’t get in your game, look for an option on the Pop up to “Report” or “Help” and it should take you to the TinyCo Error Report & Help Screen. You can also submit a ticket this way.
As usual, always feel free to reach out to us if you have any questions. Here to help all we can.
Until Next Time
~Bunny
Family Guy Addicts 
I am getting an error trying to start the game and it’s not even letting me click help. I took a screenshot of this weirdness, how can I send it to you or to TinyCo? Can’t get anywhere with it as of now.
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You don’t need Send anythung, Jam City are aware of the issues caused by latest update https://familyguyaddicts.com/2020/01/23/update-alert-app-version-2-2-1-warning/
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I am having a problem with my game on my iPad, it starts loading and then kicks me out before getting onto the game, I have tried deleting it and reinstalling and have cleared up space but nothing seems to work. Please can someone help as I miss playing the game. TIA
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What iPad do you have? Is it an older model?
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I am now having a slightly different problem. It says “failed to load saved game. (parse)”
I emailed tinyco from the “help” option. Haven’t heard anything yet.
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It is a different issue to the one at the weekend, they are looking into it and getting games fixed as quick as they can.
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When I log in I am back at level one. I have been plains since day one and have lost everything. I logged out and back in again and it didn’t fix.
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There are other players with same issue. Contacting TinyCo and waiting for a response is all we can advise just now. But just for information what device are you playing on?
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This happened to me as well yesterday. You are clearly not alone. I have notified support through the in-app-messaging and am waiting for any kind of response.
I’m on the latest version of iOS and app. Playing on both an iPad Air 2 and iPhone 7 – mostly on the iPad.
It was different than the usual occasional thing where the device logs out and starts the game from scratch, in that 1) it didn’t start from the animation – it jumped directly to the empty town with peter, locked-chris, the house and the builder’s-house, and 54 clams (which, while a far cry from the 700+ I had, is also way more than you normally would start the game with) and 2) my user wasn’t logged out. I manually logged out and back in, and was taken right back to the exact same spot.
I sure hope I get back my town, characters, coins, and clams…
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Thanks for the information.
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Confirming that TinyCo had to repair my game, and I’m back exactly where I was before the glitch! So yeah, definitely reach out to them if it happens to you!
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Well, it was good while it lasted. Logged in today and I’m back at the beginning again with 50 clams (54 after getting the ones from the intro house tap) and will have to reach out to TinyCo once again. Womp womp. This is certainly going to hurt my ability to complete the halloween event, but it’s a relief to know that they can fix it when it does occur.
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And the saga continues. I got a response from TinyCo and they recovered my game a second time, which was great for about 8 hours. Last night, I received a notification that a task had completed, and when I tried to enter the game, I got a lovely Consuela “LOAD ERROR: Failed to load save game. (parse)” and was unable to get any further than that. Hitting OK simply reloads and brings back Consuela, while hitting Help allowed me to send an email to TinyCo (which I have done). I’ll keep you posted on what happens next time on “As The Sitruc Turns”… 🙂
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I need help. I can’t even open my game. It says invalid wallet data as its almost done loading.
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All I can suggest is basics.
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Bunny – please help! I just got a Galaxy S7 Edge last night. I can’t get into my saved game because it’s not recognizing the buttons at the bottom of the screen, I’m guessing because of the curved screen. I literally can’t press them. When I press the account button, it just thinks I’m trying access district 2 (since it’s a new game and I can’t log in). I can’t log a ticket or log into my game because I can’t access account settings. I’ve tried everything I can think of and everything is updated (game and OS). Has anyone else seen this?
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Hmmm. I just got the S7 basic but I wonder… will it allow you to disable the curve area from access at all? I’m trying to remember if there was a setting to do so.
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Game won’t work on Windows 10. Stuck on black screen
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Report it to them.
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Haven’t been able to play since late last night game loads then closes after 1 second. I have contacted tiny co and still no response . I did all the troubleshooting.
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Give them time to respond. They do it all in house, and it is just them. Not outsourced worldwide like other game houses. So hang in there and see if they can help you out.
Other than that all I can offer is basic troubleshooting and tips for Crashing/lagging issues. Are you by chance upgraded to iOS9?
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No , I know that the game was crashing when people updated so I’m waiting till all the problems are fixed with all apps and the update.
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Thank you
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Welcome.
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I have been getting the data error message on the loading screen. I need to get into my game to save my progress through email. That way I can transfer to a new phone. I’m on level 41 and do not want to lose anything. I sent an email to tinyco and they said they do not have a solution at this time. Any ideas?
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If TinyCo can’t assist you, I am not sure what you want us to do. All we can offer is the Basics. It is there game and they are the only ones with access to players accounts… not us. Sorry. If they said not a solution, then it sounds like there is not a current solution. Sorry.
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I was trying to spend my cookie on the mystery box and now it won’t load say data error please help
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I have tried all the ways suggested by yourself to sort out the crashing problem on my sony xperia z2 but I’ve had no success even tried contacting tinyco and havent gotten a reply, any othet ideas bunny? Thank Mr Lee Clark
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Outside the usual… no. Sorry. I honestly just nuked my town and only place what I need in it. Game runs great.
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My game says that I am qualified for zoot suit Stewie, but I cannot gain access to him. If I have qualified for him, how do I access him and put him into play?
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That is an item you can “possibly win”. It depends on your standings when the game ENDS.
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Hello there…i have a few problems with my galaxy s5 sm-g900h..which is running android kitkat…i am extremely bored with some games like gta san andreas when it loads i cant play it crashes suddenly..and also some games like the walking dead and asphalt 8 are showing some messsges that they are not purchased i already downloaded all the data…what should i do please help me ..i would be very thankfull.
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Not sure how our site on the Family Guy Game can help you out?? All I can suggest is try some Game Playing Basics.
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I have HTC desire 610 my game keep crashing and won’t load I try unstall and restall and still having problem I try play it on tablet still doing it
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Is there an email other than the “help” that would be better to contact them with for ideas or suggestions? I don’t need technical help but do have an idea I don’t want to type on mobile via in-game.
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Just their email. It is fine to use. Just ensure the title and the opening of the email clarify what you are writing about. It helps to get the email to the appropriate places.
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I think the site just lost my comment; this may be a duplicate.
I have been experiencing a bug in which items collected go missing or sometimes when gained fail to be added on to the characters/outfits that need them.
There is no Help & Support link in the Main Menu anymore (I’m guessing they are going they way of so many large companies and phasing that out. I tried contacting TinyCo through the website but the message never gets sent. Is their an email address or phone number that I can use? I can’t seem to find either.
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I downloaded the game through the Windows Store and the Main Menu is much more limited now having only Settings and Inventory (neither contain a Help & Support link. I’m guessing they went the way of so many large companies and decided to drop it.
I have tried contacting the company through their website about a bug but the message never goes through. Is there another way to contact them or is their an email address I can use?
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Main address or the Windows one.
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I’m getting a very strange (and kind of scary) glitch.
Whenever I get close to my Drunken Clam the screen starts jittering around. Once I was finally able to get over I noticed a bunch of glitchy lines flickering back and forth right above my Drunken Clam. The last thing I did before this happened was task Data to malfunction, so I don’t know if it’s acting this way because of Data or not.
I emailed TinyCo earlier and am waiting for a response. If I could post a screenshot here then it would make it a little easier to see what I’m talking about.
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You are welcome to email it to us too. I would try to Force Close your game and restart your device to see if that helps restore it.
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Just sent a message to Support (after checking the forums), but thought I’d give it a try here. Was playing the new Bird event fine, then suddenly FGQS no longer connects thru wifi on either IOS device (iphone 5S; ipad 4). All other apps are fine and work thru wifi. Can only connect FGQS thru data, which I only have on my phone. I stored buildings & characters, hard reset app, hard reset devices, uninstalled/reinstalled. Still, only FGQS won’t connect thru wifi. Anyone else run into this?
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Please help!! I can’t play the game!!!
I was organizing my city when suddenly there was an error message on the screen and now I can’t enter the game. The error message is always there. I already deleted the game and downloaded it again from the app store but there it is, the same error again: “Config empty for id herberts House Generic in Building Action”.
I went to the site of TinyCo to send them an e-mail. I write the message and I attach the print screen I made with the error but when I click on “send”, it stays there and do nothing. If I try close the page it says that it is still trying to send the message. Is is possible for one of you, Bunny or Alissa, send them the e-mail with this case? I don’t have any other way to reach Tinyco 😦 😦 Thank you!
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They’re aware. Hang in there. You can find their email on our Contact TinyCo post should you need it in future. 😉
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Oh! Ok! I though this was happening only to me 🙂 Thank you for your answer.
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Yesterday when the game loaded up, the graphics (specifically the coins Above houses and the task pics) look so much worse! No longer sharp lines, but almost fuzzy or blurry. Tried restarting, tried uninstalling and reinstalling, and it’s still bad.
What gives??
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They probably made some adjustments to devices that reported the most issues with Memory for the game. By tuning the graphics down a bit, it helps to alleviate too much memory use and prevent crashing.
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Can you send me some screenshots of the changes you are seeing in the game graphics and the details of your device? Make/Model, all that good stuff? familyguyaddicts@gmail.com
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please fix this error ” Array not found for key character dialouge” .
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Try the steps below or contact them using instructions in this post.
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I’m getting a load error. Town: attempting to place unusable plaeable enterpriseSkinHouse of class
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So while playing last night my game closed itself (not too uncommon lately). But now when I open it back up, the load screen status bar starts to progress, freezes, then closes the game with no error message at all. Tried uninstalling and reinstalling twice, no luck. It does let me choose option of loading my saved game, but then crashes again. I emailed them just after midnight (12 hrs ago) hope to hear something back soon. Any thoughts? Seems like most folks have been getting error messages when having loading troubles.
Belated Merry Christmas and thanks for your work on this site!
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If you followed all the basics for crashing and lagging…it is a matter of waiting for them to get caught up on back log from the Holiday.
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I keep getting data error it says there was a issue configuring the game and to try again.
I keep trying and still can’t get into the game any help would be great
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All I can suggest is basic troubleshooting and beyond that, contact them. Sorry.
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Just recently started getting Data Error while trying to load game anyone know a fix? I tried reinstall and support peeps are a joke still no reply from anyone.
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What is the exact message you see?
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I get the same data error and to try again
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I usually see that with a few things going on… weak/poor signal, low memory/storage space, or possible corrupted file. Try all the basics and if nothing still works, let them know. Contact them.
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my game won’t load past the “getgamearea” error message. I can’t contact Tiny Co directly. Any suggestions or help? I’m logged on thru Facebook for progress. I play on a Samsung galaxy 3.
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There email is in this same post you’re commenting on. 😉 Also, the issue has hit many.
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This happens to me sometimes. I just have to clear the game’s data from my phone and log back into the game.
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Hi all.I have some trouble: since I updated on Friday, haven’t been able to play the game, I click on my game and it starts to load then says config_engine_error_title.Please help.
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If the basics are not working to clear it up, please report it to them.
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I need help restoring my progress. I have tried contacting tinyco but their not responding to any of my questions. I was in level 48 (facebook account) when i opened the app i was already logged in on my facebook account but i was in level 48 but it sent back to the beginning to level 1 i tried logging back out nd back in but nothing changed i was still in level 1 please help restore my progress 😞
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TinyCo is the route you have to take with this. We have zero ability to restore your game. How long ago did you contact them?
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I contacted them on sunday. They had sent me a email saying than you for contacting us we’ll get back to you in a short while but after that i never had a repsond.
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Give it some time. Weekends are always crazy since they have limited staff on, since it’s the weekend. And yesterday they were dealing with mass glitches with Brian and the rest of the weekend tickets. If they don’t get back to you in 5 days send in another ticket.
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Okay thanks for helping ☺
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antonioreza83, were you able to get your facebook account fixed? same thing is happening to me right now as well, sent tiny co a message already and nothing seems to be happening….
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See this post please.
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No they couldn’t do nothing they could only restore your purchases and refunds but i started all over again
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Yesterday I was excited because I only needed one more candy to unlock Pink Brian. I found the candy, clicked it and when I went to the pumpkin, it said that the candy I just found was an extra in a set I already completed. I believe TinyCo had this issue during the Comic Con event. I messaged TinyCo, but I never get any responses from them. Did anyone unlock Pink Brian, as it has been enough days to collect enough candy? Can anyone help me actually contact and get a response from TinyCo?
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No one unlocked Pink Brian yesterday. The candy has been going in order every day…the same for everyone. Purple, Red, Blue…Saturday was blue, yesterday was purple…today will be red. Not a glitch, just how it’s playing out. Sucks for those who collect everyday, but helpful for those who missed 1 or 2 days…
Same candy each day for every player. So don’t worry…no one is ahead of you.
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I’ve been having problems visiting my neighbors no I can click on them but nothing happens and them it kicks me off of the game all together I contacted tinyco thru my game like I saw but how do they get back to me? Via email? I know they are busy and I’m waiting patiently I was just wondering how they reply ? I still have those nerds walking around bevause it’s taking me forever to get stewie ugh ! Thanks for any help
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I have heard of others having issues with game crashes during neighbor visits. We can suggest the basic troubleshooting methods to try and resolve it. Outside that, it really is just waiting for them to reply. They work standard M-F kinda 9-5. So if you send info on the weekend, it most likely will take a lil longer to respond. Other than that it can take at LEAST 3 days for them to get to you. It all depends how busy they are.
Hang in there. We have reported issues of the neighbor crashing too. I believe they are looking into it.
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Hi my game keeps freezing at the loading screen, it will not let me progress any further than this point so I am unable access the game, any help would be appreciated
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Have you checked your WiFi signal to make sure it is a strong steady one? Have you done any troubleshooting?
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I can’t claim the Red Hot outfit. I tried to claim it while creating Blobulous, which apparently is a known glitch. I have contacted TinyCo twice during the last three days, both times via the Help & Support function in the game but haven’t heard anything back from them… How long do they usually take to reply to an opened ticket?
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Up to three days when they aren’t that busy…right now they are very busy…could take longer.
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Alright. I guess I’ll just have to wait in patience some more 😉
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Bunny can i get a update so i can play my game. i can’t get past the loading screen for 4 days. please help.
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Did you open a ticket via the email with TinyCo too? I know many are experiencing this and they are looking into it. It is hard to say issue as the devices vary in brand and model, so they have to look at each one different. I am still waiting for word back too on this issue. They are working on many right now.
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I can’t access my account at all. keep getting the data error message. Its been like this for 4 days. Tried everything. Force close, tried to re install the game. Nothing is working. I even reached out to Tiny Co, but was unable to make any progress as of yet. I want to play my game so bad. If you know of anyway i can play again, or any trouble shooting facts please let me know. Or can you please release a new update, because i have seen that there is many others with the same problem im having.
Thanks in advance.
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Well…we’d release a patch if we could but sadly we’re not TinyCo 😦 However, it’s a known issue with a lot of players and I know they’re working on the fix for it.
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I was on my android and the post came up that says tap 20 mummies but no mummies
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This is a known issue. Hang in there.
https://familyguyaddicts.com/2014/06/07/where-is-my-mummy/
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I was playing on my Android phone, and a call came in. When I got off the call, all my progress was gone. If I had not yet created an id nor recorded the game id nor linked to Facebook, am I out of luck?
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It depends. You can try contacting TinyCo and see if they’re able to recover it for you. But they would be the only ones who could at this point.
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I submitted a help request within the game. No response yet. We shall see. Back to TSTO in the meantime. Thank you for the reply!
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I can’t contact customer support through my game because it won’t even open the game still says can’t load data
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We’ve posted the alternate way to contact them if you’re locked out of your game in this post.
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Hello I play from an iPad 4. I have not been able to log into family guy for 4 days now. I have emailed the company and have received no help. I installed Spellstorm, gave them my ID #, and all I get are emails asking me to rate their support help. I have sent all the info they requested 3 times now, and still no response about not being able to load my game. Really miss playing.
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Sorry about that. I have sent them info in regards to this issue too. I know with the holiday weekend they are a lil behind, so hang in there. I will update you if I hear anything back myself.
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Hello bunny. Just wanted you to know the latest update cleared up my loading problem. Can play again. Thanks for your help.
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Awesome! So glad that it fixed it for you. I know they were working on many. 😉
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my game has been crashing non stop since yesterday. I re-installed my game today, restarted, an then figured out how to re-log into my facebook and retrieve my data. but now its gone straight back to constantly crashing..
help please!!1 so close to cleveland! >.<
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It might be a direct problem with your game. Your best bet would be to contact TinyCo they can go to your game directly and see if there’s a single issue causing your game to crash each time.
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i have played the game for a couple of weeks now and i still cant get the eye ball i only have one of them i have tried it for 2 week even the head band whip hey cat key-chain and they still have not not dropped out of any of the building or characters can you tell me how i can get them to complete the outfit for my characters
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It’s all random, unfortunately. Best advice, switch the character task to something else for a little break and go back to it. Beyond that there’s no real trick to it.
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Thanks for the reply it just the whip i cant get at all it never come out
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I have contacted them several times via in game contact us and have only received one reply. I paid for a lot of clams, dollars and Consuela’s house and was charged but didn’t get the clams, dollars and house. It has been 2 days since I first contacted them and I have sent another 3 messages only to get ignored. As a last resort today I have e mailed them. In addition to not getting my purchases, I was stuck on the same thing for over 24 hrs. I would go into my game and collect everything, send characters on new tasks only to find (when I went back in to collect the money from those tasks) I was back to where I started and had to re collect money etc, and reassign tasks. This happened from Saturday noon until Sunday 7pm so I lost out a lot by the tasks not being completed and money from buildings not updating. If they don’t respond to my e mail by tonight I will be getting all my money back from iTunes for in game purchases and deleting the game. In less than 3 days I spent over £120 and I think I deserve a response when that money is taken from me but I don’t get the items I purchased. Having played TSTO since it was launched (and spent over £500 over the 2 years) I am more inclined to start playing TSTO more regularly and quitting this game. It’s a shame but a company has a duty to respond to a serious issue, especially when my first issue about sound was responded to in less than an hour. These guys make EA look like generous benefactors. Anyone else had issues with clams/money or buildings not being credited????
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Please understand it was the weekend and they were FLOODED with millions of emails on the glitch issues with Chris and Bruce. (The regular help line is only Mon-Fri). Give them just a lil time to catch up. They really are responding to everyone as fast as they can. Trying to address each situation and issue. With each problem, they do try to see if they can go in your game and resolve the issue before contacting you. Hang in there. They are playing a lot of catch up and will continue to until all the issues are resolved. I know it is hard to wait, especially when loss of money is involved. Like you said, you do always have the option to go through your market to get a refund if needed. It does completely come down to what you would like to do.
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In your help menu screenshot it shows i have one more section… i seem to have one that says FG Macros (Unpublished) with a sub folder/heading of “giggity :)”. I guess thats not supposed to be there?
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Lol. I am on android. Unsure of all the various ways that peoples games and icons will show. It would be cool to see some alternatives. Can you send me a screenshot so I can see it? familyguyaddicts@gmail.com
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I have contacted them twice and each time they have gotten back to me right away. They are posting the issues they are having also, it is there in the help section.
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You have been lucky. They only replied to my first issue. The more serious ones (sent 3 more messages & an e mail) have been ignored. I am on level 12 having spent a lot of money so am not happy that £48.98 of my money has not been credited, along with Consuela’s house. I am about to get iTunes to refund ALL my money at this rate. I’m guessing your game issues did not involve you losing any money
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I do not think it is them “ignoring” you. The main help area was just not there over the weekend and now they’re playing catch up. I am addressing concerns such as these with them too. They are working to resolve all the new game bugs as fast as they humanly can. Hang in there. 🙂
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Bunny i have a question, i have two family guy accounts, i want to delete one that is on mine facebook account and replace it with mine other family guy account. Is this possible?
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At this time it is not. Once an account is linked to a Facebook it can’t be changed.
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