Question 1

I got a duplicate Hero when opening a box? Why?

Accepted Answer

You can get duplicates in the game! If you do not want to keep your duplicate Hero you can chose to Dismiss it in the Fortress/Barracks Menu for Embers, or use it to craft special eggs in Alchemy + much more!

Question 2

I would like to report a bug and/or a player! How?

Accepted Answer

Click the support button on the top of the page and send us an email with screenshots of the bug 🐛 or player

Question 3

My game keeps lagging and freezing!

Accepted Answer

So sorry about this! The first thing you should do (if you haven't) is to
 
1) Update your Android device Operative System to Version 8.0 or above.
2) Update your iOS device Operative System to Version 12 or above.
3) Castle Cats/Dungeon Dogs needs at least 2GB RAM on the device to run smoothly - see if there are other apps you can delete to free up some more RAM space.  We also recommend closing all background apps while playing Castle Cats/Dungeon Dogs as well as playing on Airplane mode which is easier for a device with less RAM to handle! :3 
4) Clearing cache can also help with crashes. Before you clean your cache, please do a manual save first to not lose any progress. When you are sure your progress has been saved, follow the instructions below:

1. Go to Phone Settings > Applications > Castle Cats OR Dungeon Dogs
2. Clean cache (NOT Data) 
3. Open the game

If you're still experiencing issues, please contact support using the form below!

Question 4

Will ( x ) Monthly Promotion Outfit come back?

Accepted Answer

Yes! Don't worry if you've missed an Outfit - they rotate and might come back anyday! :3

Question 5

The game keeps crashing randomly while watching ads!

Accepted Answer

So sorry about this! The first thing you can do (if you haven't already) is to:
 
1) Update your Android device Operative System to Version 8.0 or above.
2) Update your iOS device Operative System to Version 12 or above.
3) Castle Cats/Dungeon Dogs needs at least 2GB RAM on the device to run smoothly - see if there are other apps you can delete to free up some more RAM space if you lack some. If there is a lack of RAM it can also work to close all other apps and play in Airplane mode!
4) Clearing cache can also work. Before you clean your cache, please do a manual save first to not lose any progress. When you are sure your progress has been saved, follow the instructions below:

1. Go to Phone Settings > Applications > Castle Cats OR Dungeon Dogs
2. Clean cache (NOT Data) 
3. Open the game

If you're still experiencing issues, please contact Support directly using the form below! :3

Question 6

I have too many tokens and the game won't let me trade it in!

Accepted Answer

Don't worry! To fix this just get another token and tap Deliver. You will get the surplus amount back asap! :D

Question 7

I can't access chat, minigames, showroom or see my Avatar in the camp?

Accepted Answer

This means you haven't finished the tutorial yet. If you keep doing the missions in the purple envelope tab to your right you will soon be able to finish the tutorial!

Question 8

I can’t recover my save?

Accepted Answer

In order to recover your save, your game must be connected to Google Cloud or iOS iCloud first! :3 You can connect your game by going to the Settings Menu (tap the Cogwheel located at the top right corner in Main Menu /Guild Hall/Rebel Camp) or in the Start Menu! Then you can restore your progress! :D
 
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If you cannot load your progress, then it must not have been saved to the Cloud. So sorry about this! Next time, make sure to Cloud Save before uninstalling.

Question 9

I purchased ( x ) but I didn't get it!

Accepted Answer

Oh no!
 
Use the form below to get in touch with our Support and they will make sure the purchase is returned to you!
 
Or if you want a refund: Issue a refund on the App Store or Play Store using the receipt that you received when making the purchase! :3

Question 10

Why can't I see the In-Game Chat?

Accepted Answer

If you can't see the in-game chat it means you filled in "below 16 years of age" when starting the game! The reason for that is that because of GDPR laws in Europe, In-Game chat is disabled for players below 16 years of age, amongst other things!.
 
If you are under 16 years old and want to access the In-Game Chat we require Parental Consent. In order to do so, you'd need to send an email to: support@pocappstudios.com with the title "Castle Cats - Parental Consent" OR "Dungeon Dogs - Parental Consent" :3
 
Information required in this email:
1) Attach a copy of your ID, your parents ID and a written consent from your parent stating that you (the player) are allowed to use these features in the game.
2) After we have reviewed and confirmed the information we will help you enable the features restricted by GDPR laws - like the In-Game chat!

None of the information provided will be shared and will only be used for this purpose! :3

Question 11

I missed a Daily Login Bonus progress! What now?

Accepted Answer

Don't worry! If you miss a day, week or month your progress will stay the same where you left off! :3

Question 12

I can't save my Avatar. It says "Permission Needed"?

Accepted Answer

This means that your game needs permission to save a photo on your device! To do this, please go to your device's App Settings > Find Dungeon Dogs / Castle Cats > Check the box called "Storage Permission". Now your game will have permission to save your photo onto your device! 😄📷

Question 13

Why can't I login to Facebook and/or get Minty Heart/Minty Bark?

Accepted Answer

If you can't login to Facebook and/or get Minty Heart/Minty Bark it means it means you filled in "below 16 years of age" when starting the game! The reason for that is that because of GDPR laws in Europe, certain in-game functions are disabled for players below 16 years of age, amongst other things!.
 
If you are under 16 years old and want to get Minty Heart we require Parental Consent. In order to do so, you'd need to send an email to support@pocappstudios.com with the title "Castle Cats - Parental Consent" OR "Dungeon Dogs - Parental Consent" :3
 
Information required in this email:
1) Attach a copy of your ID, your parents ID and a written consent from your parent stating that you (the player) are allowed to use these features in the game.
2) After we have reviewed and confirmed the information we will help you enable the features restricted by GDPR laws - like the In-Game chat!

None of the information provided will be shared and will only be used for this purpose! ❤

Question 14

If I switch devices will my progress be saved automatically?

Accepted Answer

No - to save your progress you need to connect your Google Play or iCloud account with the game. The Menu can be found in Game Settings > Check Cloud Save > Log In or Save To Cloud! :3
 
Now you can switch devices (Android > Android or iOS > iOS) and recover your save without a problem! To switch devices Android > iOS or vice versa, you need to follow our guide located in the questions below! :3
 
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For iOS devices: you first need to make sure you are connected to iCloud and that the Keychain feature is activated. You also need to be logged in to GameCenter in the iPhone Settings for it to work.

For Android devices: you first need to make sure to be connected Google Cloud in-game. You can access it by going to the Settings Menu (tap the Cogwheel located at the top right corner in Main Menu/Guild Hall/Rebel Camp) or in the Start Menu.

Question 15

How do I transfer my Android game file to my iOS device (or vice versa)?

Accepted Answer

It's a bit tricky! To transfer your game from Android to iOS (or vice versa) you would first need to:
 
1. Press the Support button up top to contact us and type this in: "Exporting from (Device 1) to (Device 2)"
2. We will give you a code to transfer your game with a set of instructions.
3. You contact us again when you are done with the code.
4. We will give you another code to enter on the device you'd like to move the game to.
5. Done! You now have your latest progress on your newest device! Wiee!

Question 16

Is there a way to reset my account (progress)?

Accepted Answer

Yes! You can reset the account by removing all of your cache and data files from the game in your phone app settings! You should be able to find the Cache in Phone Settings > Installed Apps > Castle Cats OR Dungeon Dogs > Cache
 
If you're unable to do so, please contact support using the button up top and we'll assist you as soon as we can!

Question 17

The quest tells me I need 4 Heroes, but I only have 3 slots?

Accepted Answer

The quest needs 4 skills! It means that you will have to evolve one hero to unlock their second skill to be able to continue the quest! 👍
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Question 18

How do I transfer my game from one device to another?

Accepted Answer

Android to Android OR iOS to iOS ONLY (If you try to transfer between Android to iOS or vice versa, contact support!)

Step 1: Preparing for transfer
Go to Game Options > Settings > Cloud Save > Save to Google Play / iTunes you should be able to save and prepare for the transfer. Always make sure you're connected to the internet while you are saving, so the progress actually goes online. Otherwise, it will only be saved on your phone and you won't be able to transfer your save.

Step 2: Transferring
On the device you wish to have the game, do as follow:
1. Go to Game Options > Settings > Cloud Save > Check Data
2. It might take some time
3. Choose which file you'd like to have
4. Enjoy!

OBS: If you don't have the option to save, you might have the below +16 version. But if you've gotten the wrong type of account, contact support and they'll help you!

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