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Support & FAQ

Please read the "Frequently Asked Questions" section at the end of the page before sending a support request.

Maybe the answer you need is already in the FAQ.
Give it a try and go to the FAQ section now.

Thank you.

Support

I bought some gems but did not receive any. How do I get my gems?

Hi, thank you for taking the time to send a support request!

Please fill out the form below as detailed as possible. This will enable us to track down the error and help you faster.

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What´s your e-mail address?

The support team will reply to this e-mail address.

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What is your ID in the game?

You can find your ID in the menu under "friends" > "add friends" below the input box.

I don´t have an ID:

If you don´t have an ID please create one now. It is required to identify your account. To create one please tap on the "friends" menu button and follow the instructions in the game. If you don´t want to connect through Facebook choose "other options" on the registration screen and type in your desired ID.

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What amount of gems is missing?

Please enter a number.

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Detailed description

Please describe the error you experienced as detailed as you can. This will help us to track down the error and fix it. Usually the most helpful information is what happened just before and after the error occurred.
Thank you!

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What device are you playing on?

Please select the one closest to your device. If your device is not included in the list please mention it in the personal statement at the end of the form.

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When did you make the purchase?

It does not have to be exact. If you are not sure please take a guess. Please Type the date in the format "YYYY-MM-DD", e.g.: "2014-01-31".

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Anything else you want to tell us?

If you have chosen "something else" as device above then please let us know what device you are using.

I bought some coins but did not receive any. How do I get my coins?

Hi, thank you for taking the time to send a support request!

Please fill out the form below as detailed as possible. This will enable us to track down the error and help you faster.

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What´s your e-mail address?

The support team will reply to this e-mail address.

*
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What is your ID in the game?

You can find your ID in the menu under "friends" > "add friends" below the input box.

I don´t have an ID:

If you don´t have an ID please create one now. It is required to identify your account. To create one please tap on the "friends" menu button and follow the instructions in the game. If you don´t want to connect through Facebook choose "other options" on the registration screen and type in your desired ID.

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What amount of coins is missing?

Please enter a number.

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Detailed description

Please describe the error you experienced as detailed as you can. This will help us to track down the error and fix it. Usually the most helpful information is what happened just before and after the error occurred.
Thank you!

*
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What device are you playing on?

Please select the one closest to your device. If your device is not included in the list please mention it in the personal statement at the end of the form.

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When did you make the purchase?

It does not have to be exact. If you are not sure please take a guess. Please Type the date in the format "YYYY-MM-DD", e.g.: "2014-01-31".

*
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Anything else you want to tell us?

If you have chosen "something else" as device above then please let us know what device you are using.

I have bought a new device and want to continue my game there. How do I transfer my game to another device?

Please follow the instructions below.

How to transfer your game to a new device:

Step 1 of 2: First you will have to create a transfer code on your old device.

  1. Please open the "build" menu. The "build" button is in the lower right corner of the screen.
  2. Please open the "settings" menu. The "settings" button is in the lower left corner of the screen.
  3. Please open the "Transfer Game" menu. The "Transfer Game" button is in the lower left corner of the screen.
  4. Please choose "THIS IS MY OLD DEVICE" (the upper button).
  5. Please press the "Generate Transfer Code" button. The game will request a transfer code from the server. This code will enable you to transfer your game onto any other device. Please write down or memorize the generated transfer code.
    Please notice that in order to generate a code you will have to be online. The code is only valid for a short time period (usually 30 minutes).
  6. Now you are ready to transfer your game. Please proceed with step two.

Step 2 of 2: Once you have your transfer code you can start the transfer process on your new device.

  1. When you start the game on your new device for the first time you will have to finish the tutorial tasks. This happens automatically, sorry for the inconvenience.
  2. Once the tutorial is done please open the "build" menu. The "build" button is in the lower right corner of the screen.
  3. Now please open the "settings" menu. The "settings" button is in the lower left corner of the screen.
  4. Now please open the "Transfer Game" menu. The "Transfer Game" button is in the lower left corner of the screen.
  5. Please choose "THIS IS MY NEW DEVICE" (the lower button).
  6. Now please type in the transfer code you have generated in step one and press the "Transfer my game!" button.
    Please notice that you have to be online in order to transfer your game.
  7. The game will now download your game and restore it on your new device. Please notice that you can only play on one device at a time. The game will be deactivated on your old device.
  8. Congratulations! You have successfully transferred your game.

    If you have any questions (or errors while transferring) please fill out the form below.
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What´s your e-mail address?

The support team will reply to this e-mail address.

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What is your ID in the game?

You can find your ID in the menu under "friends" > "add friends" below the input box.

I don´t have an ID:

If you don´t have an ID please create one now. It is required to identify your account. To create one please tap on the "friends" menu button and follow the instructions in the game. If you don´t want to connect through Facebook choose "other options" on the registration screen and type in your desired ID.

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Anything else you want to tell us?

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My game has reverted to level one. How do I get my old game back?

Hi, we are sorry this has happened to you. Thank you for taking the time to send a support request!

Please fill out the form below as detailed as possible. This will enable us to track down the error and help you faster.

This is a bug in old versions of the game.
We have created an update which will restore your game from our servers. Please keep an eye out for new versions of the game and update as soon as possible.

My lost game does not restore automatically. What`s can I do?

There are four possible reasons for failure:
  1. You are offline. The app requires an internet connection to restore your game.
  2. The update with the restore functionality may not yet have been published for your device. It´s included in version 4 and above. You can check your version number in the lower left corner of the "settings" menu.
  3. You never created an ID. Only accounts with ID can be stored on our server. We´re sorry but we can´t restore your game. It´s probably lost forever! Please fill out the form below.
  4. Your games backup file on the server is broken. This is very unlikely but still possible. In that case you will see a "Sorry, loading your game failed..." message after the game has started. We´re sorry but we can´t restore your game. It´s probably lost forever! Please fill out the form below.

My lost game does not restore automatically. I have restarted but my purchased gems and coins are missing. What can I do?

Please fill out the form below. Don´t forget to mention your level in the lost game and the amount of missing gems and coins.

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What´s your e-mail address?

The support team will reply to this e-mail address.

*
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What is your ID in the game?

You can find your ID in the menu under "friends" > "add friends" below the input box.

I don´t have an ID:

If you don´t have an ID please create one now. It is required to identify your account. To create one please tap on the "friends" menu button and follow the instructions in the game. If you don´t want to connect through Facebook choose "other options" on the registration screen and type in your desired ID.

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Anything else you want to tell us?

I have upgraded my energy tank but now it has suddenly downgraded again.
This is a bug in old versions of the game.
We have created an update which fixes this bug. Please keep an eye out for new versions of the game and update as soon as possible.

Please fill out the form below as detailed as possible. This will enable us to track down the error and help you faster.

1 of 4

What´s your e-mail address?

The support team will reply to this e-mail address.

*
2 of 4

What is your ID in the game?

You can find your ID in the menu under "friends" > "add friends" below the input box.

I don´t have an ID:

If you don´t have an ID please create one now. It is required to identify your account. To create one please tap on the "friends" menu button and follow the instructions in the game. If you don´t want to connect through Facebook choose "other options" on the registration screen and type in your desired ID.

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How many times did you upgrade?

Please enter a single digit number.

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Anything else you want to tell us?

None of the cases above describes my problem.

Hi, thank you for taking the time to send a support request!

Please fill out the form below as detailed as possible. This will enable us to track down the error and help you faster.

1 of 4

What´s your e-mail address?

The support team will reply to this e-mail address.

*
2 of 4

What is your ID in the game?

You can find your ID in the menu under "friends" > "add friends" below the input box.

I don´t have an ID:

If you don´t have an ID please create one now. It is required to identify your account. To create one please tap on the "friends" menu button and follow the instructions in the game. If you don´t want to connect through Facebook choose "other options" on the registration screen and type in your desired ID.

*
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Have you been looking for an answer in the "Frequently Asked Question" section at the end of the page?

Maybe the answer you need is already there. Give it a try and go to the FAQ section now.

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Detailed description

Please describe the error you experienced as detailed as you can. This will help us to track down the error and fix it. Usually the most helpful information is what happened just before and after the error occurred.

Thank you!

*

Frequently Asked Questions (FAQ)

Tipps & Tricks
  • Build enough workshops to earn coins.
  • Fill your energy tank to keep your little gnomes working.
  • Complete tasks to get free xp and coins.
  • Expand your building space.
  • Build decorations to attract more customers.
  • Upgrade your energy tank to get longer lasting supplies.
  • Hurry workshops to finish production instantly.
  • Always collect all finished products, so your gnomes can start with new ones as quickly as possible.
  • If you make a purchase all ads are removed.
I don´t want to connect to Facebook. How do I create an account without Facebook?

To create an account please tap on the "friends" menu button and follow the instructions in the game.

If you don´t want to connect through Facebook choose "other options" on the registration screen and type in your desired ID.

Facebook is not working. I can´t login or share anything.

Facebook is currently working on Google Android and Apple iOS devices only. We will try to integrate it on BlackBerry and Windows Phone as soon as possible.

What are "tasks"?

Sometimes you will be offered tasks to solve, but you do not have to. For solving tasks, there is always a reward in the form of coins, xp or blue prints. Some tasks require that you have a certain number of products stocked in your shop. Tap the shop to see the number of products in stock. To prevent your customers from depleting the products you need to have stocked for a task, you can lock products. Go to the shop and tap on a product icon to prevent it from being sold. Tap it again to unlock it.

What´s the difference between a "give" and a "collect" task?
  • Collect tasks will require you to collect a number of new items. Items already existing in your inventory (shop) do not count towards the needed number of new items.

    We know it´s confusing and thus all "collect tasks" will be converted to give tasks in future versions of the game.

  • Give tasks require you to have a certain number of items in your inventory (shop). To achieve that, you should lock the items in your inventory by tapping on them.

What´s above level 50?

After Level 50 not every level up unlocks new content. Most content is below level 50.

What´s the maximum level?

The maximum level is 100.

Mini game (Wheel of Fortune) - my won items are missing!

Most won items are sold immediately to customers, so usually you won't see them in your inventory.

I can´t move any of the special buildings

Select one of the regular workshops an press the move button. Now you can also move your special buildings.

I can´t remove any of the special buildings

Sorry, it´s not possible to remove special buildings.

I would like to change my ID

Sorry, but that´s not possible at the moment.

How to get Friends

To add friends, do the following steps:

  1. go to the friends menu
  2. tap on the "Add Friends" Button on the bottom left
  3. add an ID of your friend.

To find more friends please post your ID on facebook in the "What´s your ID?" section.

energy tank

Your little gnomes need energy to keep production running. You have to keep the energy tank filled. If your energy tank runs empty, your workshops will stop production. You must therefore ensure that the energy tank is always full. The small carriages regularly brings some energy. Tap and hold the red blinking button. One load lasts for a few hours. Watch the timer above your supplies to see how long they will last.

You can upgrade your supplies capacity by spending gems. There are three upgrade levels for your energy tank.

workshops
Your little gnomes make products in your workshops. Watch out for them, they might fall asleep. The products are sold to customers in the shop. Collect your products from the workshops. You earn coins for selling products. You need the coins for building new workshops and decorations. Gradually you will find new blue prints to build new workshops. You will also get new ones with level ups or for completed tasks.
coins
You need coins to buy decorations, workshops or to expand your building space. You can earn coins by selling products.
gems
With gems you can build special workshops and decorations. You can also use gems on workshops to finish your products instantly. To finish your production instantly tap the button with the gems symbol in the menu on the bottom of the screen. The gems are are also used for all sorts of shortcuts, like when expanding your building space or to fill the energy tank instantly.
How can I get more gems?
There are multiple ways of getting some gems.

You will get them:

  • For Level Ups
  • Sometimes for filling the energy tank
  • For sharing a screenshot or a message on a social network.
  • For inviting friends into the game.
  • For writing a review about the game.
  • In the shop for real money
XP (Experience Points)
You receive xp for collecting products and for completing tasks. If you have enough XP, you will level up and earn nice rewards like blue prints or gems. The decorations that you build will also give you XP regularly. So you can beautify your world and level up faster.
Customers

There is a little shop at the bottom of your world. This is where your customers buy your products. All customers have special wishes, you can see them in the thought bubbles above their heads.

After they have bought products from you, look at their thought bubble to see how satisfied the customer is:

  • Thundercloud: Customer did not get anything
  • Smile: The customer got a product
  • Charm: The customer got the desired product