comunities

Monster Legends support

Managing purchases

How do I buy Monster Legends gems?

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You have many options to buy Monster Legends 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 Monster Legends 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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First you need to register your mobile phone number on your Facebook account. Once your phone is registered you can buy gems by clicking the “Get Gems” tab and then selecting “Buy with mobile”. Enter your mobile phone number to complete the transaction.
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 bought gems but haven’t received it 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.




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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Thanks for your feedback. Glad we could help!

Can I claim a refund?

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We’re do not have the prerogatives to refund purchases since the entire process is managed by Facebook.
Please contact them for further information.




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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Thanks for your feedback. Glad we could help!

Gameplay hints and tips

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

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We’ve made sure it’s impossible for monsters 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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Thanks for your feedback. Glad we could help!

Game Loading problems

My game isn’t displaying properly

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If you’re experiencing display issues with Monster Legends 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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Thanks for your feedback. Glad we could help!

Why do I keep losing my connection?

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Because so many people are playing Monster Legends! We have had reports that increased number 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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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!




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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Thanks for your feedback. Glad we could help!

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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Thanks for your feedback. Glad we could help!

Minimum technical requirement to play Monster Legends

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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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Thanks for your feedback. Glad we could help!

Additional information

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 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.

Did this answer your question? Yes / No

Thanks for your feedback. Glad we could help!

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 find my Facebook ID?

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When you’re playing Monster Legends 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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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.

Did this answer your question? Yes / No

Thanks for your feedback. Glad we could help!

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.

Did this answer your question? Yes / No

Thanks for your feedback. Glad we could help!

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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