Dragon City

Dragon city support

Current Hot Topics

Dragon City iOS can’t be accessed

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We’re aware that Dragon City iOS is experiencing problem and we’re doing our best to solve them as soon as possible. It seem to be a problem that Apple experiences with some iOS7 systems and we’re working together to solve it. It’s very important that you DO NOT uninstall the app since you might lose the progress of your game.
Thank you for your patience and understanding. Since we’re aware of the issue, please note that it’s not necessary that you send a ticket to Support. When the issue is solved it will be fixed for all the affected players.

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Can’t take dragons out of the Dragonarium

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Some players of Dragon City are experiencing problems with the Dragonarium. In case you are one of those players, you will only be able to release dragons from the “Elements” tab, all other tabs are blocked. We would like you to know that our developers are working to find the source of the issue, it should be solved at the beginning of next week. Since we’re aware of the issue, please note that it’s not necessary that you send a ticket to Support. When the issue is solved it will be fixed for all the affected players.

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Haven’t received the dragons from reaching the required level in Social Empires and Social Wars?

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During the last several days we were experiencing issue with the cross-promotion event of our games.
Players who reached  the required levels in Social Empires and Social Wars didn’t obtain the promised dragons.

This error was solved yesterday and all players who have reached the requirements should have the special dragons in their Dragon City accounts.

 

In case you don’t see the dragons-rewards please follow these steps:

If you are a NEW player to the other game(s):
Before entering Dragon City enter Social Empires/Social Wars
~ Play to level 10+
~ Exit Social Empires/Social Wars
~ Enter Dragon City & go to the Build: Egg section
~ Clear a spot(s) for the new egg(s)
~ Click on the dragon you need to claim
~ If the notice tells you need to reach a level & asks if you’d like to play Social Empires/Social Wars, click YES.
~ Let Social Empires/Social Wars load completely
~ Refresh Dragon City
~ Enter Dragon City & go to the Build: Egg section
~ Click on the dragon you need to claim… this will reward the egg now

If you are a CURRENT player level 10+:
~ Enter Dragon City & go to the Build: Egg section
~ Clear a spot(s) for the new egg(s)
~ Click on the dragon you need to claim
~ If the notice tells you need to reach a level & asks if you’d like to play Social Empires/Social Wars, click YES.
~ Let Social Empires/Social Wars load completely
~ Refresh Dragon City
~ Enter Dragon City & go to the Build: Egg section
~ Click on the dragon you need to claim… this will reward the egg now

Players will also need to be of a level to have the habitats available for the dragons.

 

Since we are aware of this issue and it is already solved we hope you want abuse of our support service and send multiple mails of the same problem.
Please, first try the steps we suggested above and check your game account.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Managing purchases

How to redeem Dragon City Gift Cards?

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It’s important to know that the gift cards for Dragon City are available only in the following countries:  Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Italy, Mexico, Netherlands, Norway, New Zealand, Ireland, Spain, Sweden, Switzerland, United Kingdome and the United States.

If you don’t know which stores in your country sell Gift Cards you can click on Get Gems-> Redeem Card and Find a store. When you type your post code you can see the closest stores where redeem cards of Dragon City are available.

Please keep in mind that the prize of the cards can vary due to additional taxes that retailers add. Not always prices of Gift Cards are the same as our Dragon City “Get Gems” prices

Once you’ve bought the card you need to scratch the back and reveal the number.
Click on the “Redeem Now”  banner below the game window and you will be able to type the digits.  This automatically adds the purchased amount of  gems to your account. Please wait couple of hours since there can be short delays occasionally.

If there has passed 24 hours and you haven’t received the gems, please look into your Facebook Credits Balance. Go to Account Settings-> Payments-> Facebook Credits Balance.

It is possible that the automated process could have stuck at that point. What you should do is use the Facebook Credits to buy the gems.
In order to convert the Facebook credits into Dragon City gems you need to go to Get Gems tab above the game window, select the amount of gems that corresponds to the amount of credits and convert them.

 




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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How do I buy Dragon City gems?

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You have many options to buy Dragon City gems. Click on the Get Gems tab above the game window and chose your method of payment- Credit/debit Card, PayPal, Mobile Phone, Redeem Cards, Bank Transefer etc. Keep in mind that Facebook decides what payment method are available in your country.

Select the amount of gems you would like to purchase and click on Buy. If you haven’t introduced previously any payment method you would have to do it now. If you already have preferred payment method then just confirm the purchase and shortly the gems should be added to your account.

 

If you don’t receive the gems immediately, please wait couple of hours, having in mind that occasionally there could be delays.
If you haven’t received the gems in 24 hours please consult your Facebook Cretits Balance. Rarely a Facebook error occurs and instead of sending gems to Dragon City they send you FB credits into your Facebook account. To verify this you need to go to Account settings-> Payments-> Facebook Credits Balance. You can convert the credits into gems by simply going back to Get Gems and select the amount of gems that corresponds to the amount of credits you have.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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How do I buy gems using my mobile phone?

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Buying gems via mobile phone payment if one of the available options. You can buy cash by clicking the “Get Gems” tab and then selecting “Buy with mobile”.
Enter your mobile phone number to complete the transaction and click on Continue.

The price of the gems may differ based on the agreement between Facebook and your mobile provider.
As we are not directly responsible for purchases made via mobile, if you have any problems you should contact Facebook.

 




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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I paid via bank transfer. Where are my gems?

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It can take up to three weeks for a bank transfer to be received as gems in your Dragon City account.

The process is sometimes slow because the transaction has to go via your bank to the account of Facebook. It normally takes several days if the transfer is international. The next step is Facebook receiving the money and putting in Facebook Credits into your account. The last step is an automated process of converting the FB credits into Dragon City gems. After all these steps are completed you will receive the gems you’ve purchased.

If 3-4 weeks have passed and you still haven’t received the gems, first you need to contact your bank in order to verify that the transaction has been successfully completed.

If their answer is confirmative, you should check your Facebook Credits balance in case you’ve received FB credits instead of Dragon City gems. You need to go to Account Settings->Payments-> and look for the amount of FB credits you have in the upper part of the window.

You can convert the FC credits into Dragon City gems by going back to Get Gems tab and making a gems purchase that corresponds to the amount of credits you have.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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I bought gems but haven’t received them yet. What’s happening?

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You can check your Facebook transactions by going to the payment settings page and looking at your purchase history.

If your transaction doesn’t appear there you should contact Facebook, as they are directly responsible for payments.

If the transaction does appear in your purchase history please take a screenshot and send it to us.

Please notice that instead of receiving Dragon City gems you could have received Facebook Credits which you can verify on the payment settings page. If you have accumulated FB credits you can convert them into Dragon City gems for free. Go to Get Gems tab above the game window, chose the amount of gems that corresponds to the amount of credits you have and make the purchase. You won’t be charged with real money, but the credits will convert into gems.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Do you store my credit card details?

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We don’t, but Facebook do as part of their standard payment process. You’ll need to contact them directly if you have a question relating to this.

If you use Paypal with Facebook a “proxy” purchase agreement is made and stays active unless you go into your PayPal account and change the agreement status to inactive.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Can I claim a refund from Social Point?

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Unfortunately, we’re not authorized to give refunds!

Facebook manages the entire transaction process and has complete authority, including giving any refunds. If you do have an issue you should contact Facebook directly.

For your security our system will automatically suspend an account if a significant sum is withdrawn. It’s possible that  your account is disabled if you have claimed a refund from Facebook. If so, please get in touch with us so we can sort it out.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Gift Gems- what is it for and how does it work?

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Gift Gems is a new very secure option to buy gems for your friends or children.

One of its main advantages is that you don’t have to put your credit card information in someone else’s account. You have your data in your account and safely buy and send gems to other players.

How it work?
1. Chose the amount of cash you want to purchase
2. Collect  people you want to send gems to.
3. Click on “Buy”

Please have in mind that depending on the Facebook’s performance the gems might be received immediately or with a delay of few hours.

 




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Gameplay hints and tips

What’s the maximum level in Dragon City?

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Currently the highest level you can reach in Dragon City is 99.

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Do dragon habitats have limit?

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Yes, currently the limit of habitats you can have is 38 in total.
It has a strategic point. Think and decide which habitats you want to keep un the island and which ones you’ll put in the storage. This way you’ll decide with dragons you want to train and define your game strategy.
Here you can see the level and the number of habitats you can have.

Level 1-> 1 habitat                               Level 8 and 9-> 7 habitats
Level 2-> 2 habitats                            Level 10-> 8 habitats
Level 3-> 3 habitats                            Level 11-> 9 habitats
Level 4-> 4 habitats                            Level 12-> 10 habitats
Level 5-> 5 habitats                            Level 13-> 11 habitats
Level 6 and 7-> 6 habitats               Level 14-> 12 habitats

 

Level 15-> 13 habitats                      Level 21-> 19 habitats
Level 16-> 14 habitats                       Level 22-> 20 habitats
Level 17-> 15 habitats                     Level 23-> 21 habitats
Level 18-> 16 habitats                      Level 24-> 22 habitats
Level 19-> 17 habitats                      Level 25-> 23 habitat
Level 20-> 18 habitats                    Level 26-> 24 habitat

 

Level 27-> 25 habitats                    Level 33 -> 31 habitats
Level 28-> 26 habitats                  Level 34 -> 32 habitats
Level 29-> 27 habitats                    Level 35 -> 33 habitats
Level 30-> 28 habitats                    Level 36-> 34 habitats
Level 31 -> 29 habitats                   Level 37-> 35 habitats
Level 32 -> 30 habitats                   Level 38-> 36 habitats

 

Level 39-> 37 habitats
Level 40-> 38 habitats




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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I think I am missing some dragons. What should I do?

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We’ve made sure it’s impossible for dragons to actually disappear. Check your habitats, your hatchery and your storage. If an error occurs and you think you have lost units, they will be automatically sent to your storage.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Managing your Dragon Team

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In Stadium or Combat World, you can manage your Dragon Team easily. Just select or unselect your dragons to fill the slots so that the dragons will appear in that particular order in combat.


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Expanding and buying islands

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In order to expand to other islands, you need to make sure you own all the land from the previous island. After that you need to pay gold or gems to unlock the new island. This gives you your first tile on the new island, and once the island is unlocked you can continue buying further expansions.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Elfs, unicorns and other sharing items

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Gold Tree, Wizard Snail, Lost Baby Unicorn, Baby Elf… These kinds of items, which you can find on your islands, cannot be converted into units. If you share your discovery and a Facebook Friend clicks on the message in your Facebook board, you receive a gold extra bonus.

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Building farms

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Farms don’t give you a food reward after completing their construction, just XP. The info popup simply shows you the maximum amount of food you will be able to farm.

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Breeding Secrets

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The breeding system has its secrets and mysteries, so we can’t tell you how to breed opposite elements or get rare dragons. Some things you have to find out by yourself!

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Game Loading problems

Minimum technical requirement to play Dragon City

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Browser Version

Windows
- Google Chrome v.23 or higher
- Mozilla Firefox v.15 or higher

MAC

- Google Chrome v.21 or higher
- Mozilla Firefox v.15 or higher
- Safari v.4 or higher
To check your current browser version or to upgrade:
1. Open your browser
2. Click on the name of your browser from the top tool bar
3. Select About

Flash Version
- Adobe Flash Player v.10.2 and up

Java Version
- JAVA SE 6 and up

Internet Connection
- DSL (speeds ranging from 128 Kbps to 8 Mbps)
- Cable (speeds ranging from 512 Kbps to 20 Mbps)
- Wireless Internet (speeds vary depending on the network)
- T-1 Lines (speeds ranging up to 1.544 Mbps)




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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A single feature in my game is not loading

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If just one of the ingame features is not loading (PvP, tournaments, quests, etc) and not the whole game, try clearing your browser’s cache and cookies. If that doesn’t work then it could be a browser issue. We recommend trying different browsers – Internet Explorer, Safari, Firefox, Chrome, Opera, to name a few – to find out which works best with your setup.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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The whole game is not loading

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“Right now we are experiencing some database problems! Please come back in a few minutes! Sorry for the inconvenience!”

If you see this message it means the game is offline while we do some essential maintenance! Meanwhile, why not check out our epic videos on the Dragon City YouTube Channel.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Why do I keep losing my connection?

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Because so many people are playing Dragon City! We have had reports that increased numbers of players have caused issues like slowdowns or connection errors. We take this extremely seriously and we are constantly working to enhance our service and improve your gaming experience.

If you’re having a problem try reconnecting again after a few minutes. And thanks for your patience!




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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My game isn’t displaying properly

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If you’re experiencing display issues with Dragon City try clearing your browser’s cache and cookies. If that doesn’t work then it could be a browser issue. We recommend trying different browsers – Internet Explorer, Safari, Firefox, Chrome, Opera, to name a few – to find out which works best with your setup.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Managing your account

Account suspended due to payment irregularities

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This means that you have made purchases, spent the gems, but then had your money refunded. This will automatically be detected as fraud and lead to your account being suspended.

To reactivate your account we’ll need an explanation of what has happened. So if you think there has been a mistake, or you need to explain the reason for the refund, please get in touch with us at irregularities@socialpoint.zendesk.com. And please remember to include your Facebook ID!




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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What is your policy on hacking Dragon City?

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If we detect serious use of hacks to boost your game account your account will be reset. This decision is final and will not be revoked. Our terms of use are clear: hacking the game harms both our players and us, and is therefore forbidden.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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Additional information

You have proves that another player is using cheats?

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If you are sure and have proves that another player is hacking or using any type of cheats you can report him/her here.

When reporting give us the following information:

1. Facebook ID or a link to the Facebook profile of the person you believe is cheating.

2. Indicate why do you think he/she is using hacks. If possible send us proves.

Please keep in mind that if you send  several  false hacker reports this will have consequences in the support service provided to you in the future.

Be fair when reporting.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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I used the Earn Gems option, complete the surveys and didn’t get gems!

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We’re not responsible for the offers and surveys for free gems.

Facebook manages the entire process. They provide the surveys and offers and keep a direct contact with the provider.  You should contact Facebook here: http://www.facebook.com/help?page=837

Or click on Earn Gems. When the window pops out, click on the Help button on the upper right part.




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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How do I upgrade my Flash Player?

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You can upgrade your Flash Player here http://get.adobe.com/flashplayer/

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How do I take screenshots?

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In Windows:
1. Press the “Print Screen” button.
2. Open Microsoft Paint. To do this, click Start > All Programs > Accessories > Paint.
3. Click inside the white part of the screen.
4. Go to the Edit menu and select Paste.
5. Click File > Save As.
6. In the box that pops up, change the “Save As” type to JPG.
7. After typing in a filename for your screenshot, choose a location on your hard drive to save to, for example the Desktop, and then click “Save.”

In Mac OS X:
1. Simultaneously hold down the Command (Apple) – Shift – 4 keys.
2. Press the spacebar.
3. Click on the open window that you want to a screenshot of. The screenshot should appear as a file on the desktop, labeled “Picture 1.” In Mac OS X 10.6 and above the file will be called “Screen shot [date] at [time].”




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.

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How do I clear cache and cookies?

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It depends which browser your using. This comprehensive guide from Google should point you in the right direction.

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How do I find my Facebook ID?

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When you’re playing Dragon City look below the game window and you’ll find your Facebook ID number, which is automatically generated by our system.

If you can’t find it you can also send us your Facebook profile URL.

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Still have a question?

I haven’t found the answer I was looking for!

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If you’ve read through the FAQ and still not found the answer you’re looking for, please use the form below to get in touch.

It’s important that you fill in your correct Facebook ID. That way we can help you as efficiently as possible.

Please give us a clear and detailed description of your issue. It helps us to help you.

One more thing! We care about providing excellent customer support, and we aim to read and respond to all your queries. Sometimes you may not get an answer right away – if it’s the weekend or a holiday – but you will get an answer. So there’s no need to send a question more than once, as it just slows things down. Thanks!




Also we would like to ask you to remain calm and polite since the members of the Support Team are trying to solve hundreds of issues per day. If players are being rude and offensive to us we preserve our right to not respond to their requests.



También quisiéramos pedirte que, por favor, mantengas la calma y seas educado, pues los miembros del equipo de Soporte están intentando resolver centenares de casos cada día. Si los jugadores se comportan de forma irrespetuosa y ofensiva, nos reservamos el derecho a nor responder sus peticiones.

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other game support?

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