When reporting an issue or your feedback to Arkadium Support, we understand that the processes we use might not be entirely clear. As such, we'd like to explain how our processes work and how your report goes through our systems.


Reports are usually divided into four main categories: 


  • Issues, which are related to problems you might have regarding the games, the website or any of the services that we offer.
  • Account Details, which are related to your Arkadium account or the Advantage subscription.
  • Questions, which are any and all questions you may have regarding our games, our website, services and other things.
  • Feedback, which is your opinion about our games and services, which we highly value and take into account when planning for any updates or changes to what we offer.


You can scroll to one of them by using our menu:


Feedback


Feedback is always important to us. Your enjoyment of our games is the reason for our business, and we will always place our user's own fun and entertainment as top priority. Our game development teams will always hear all you have to say at least once a week, depending on the schedule, and when deciding which games to update and in what way, consulting what you send us is always the first thing we do. 

We are always updating different games with different kinds of content, and many times we have updates that either help with the game performing better in different devices and systems, or introduces new content on games such as new pictures for jigsaw puzzles, and new crossword puzzles. At times, we introduce new features. 


EXAMPLE: we changed the color in our crosswords so that it would look nicer, and easier to see, as one of our users suggested an easier color on the eyes for late night playing.


 
We are always updating games and looking for new suggestions on how to improve them. But these suggestions tend to be applied some time from now, because unless an update is urgent, such as fixing an error that's making a game unplayable because of a browser update that made it incompatible, we have a very large backlog of updates that our team is working tirelessly on.

Every suggestion presented to Support gets noted down carefully in our feedback notes, and we always present them to the games development team in our next meeting. There, all of our players' communications are shared, and our team will take note of all of them. Then, along the way, they check which ones are feasible and workable in the schedule, sometimes months away, and which ones are compatible with the system, making sure that they can be playable in all phones and devices.

Your suggestions are in good hands, and we intend to value them. And even if they're not placed in the schedule, we always look at past suggestions that can be worked on.


Issues


The reporting of issues occurs directly connected to any problems that might be occuring within our games, or in your system. 


Our team always makes sure to test all of our games and services in a regular basis on a wide variety of devices. Whenever you report a problem in a game, the first thing we do is acquire enough data and attempt to check whether that problem is occuring within our systems. 


Please be aware that whenever you report anything to our support, Testing always takes priority. We will always try to find whether the problem is occuring in the game itself, before providing you with troubleshooting steps.


Should we be unable to identify the issue right away, we'll request further details, such as Screenshots, in order to find what could be occuring. A screenshot will always assist us in understanding the problem, even if it may seem like the problem isn't immediately visible. It provides us visual information about the game area, game version and other characteristics which makes us capable of simulating the problem more accurately.


Should the issue not be found within our tests, we'll provide troubleshooting steps. These are useful to understand whether any issue within your browser or your system may be affecting your ability to play one of our games.


We will always do our best to assist you in any problem you may have. Our investigation into issues may take more or less time depending on the situation, and as such, should you notice a longer wait, feel free to request a status update via the same e-mail.




Account Details and Subscription

 

Your Arkadium Account, as well as your ability to access it, is always important. Please feel free to contact us over any issues you may have, such as login issues, problems with your Password, Changing your e-mail, or any other questions you may have regarding in-game items such as Gems. We're always here to assist you.


We're also here to deal with any issues you may have with your Arkadium Advantage subscription. These problems will always take priority status, as we respect the investment that our users make in the service that we provide.



Questions


We're also here to answer any questions you may have about our website, our games, our services, or anything else you're unable to find in our guides, even things you might be curious about. Our Support Team is always here to assist you regarding anything you may require to do with Arkadium services and games. Whether it's regarding a particular specific gameplay feature on one of our titles, a newly added element on the website or anything else, we're here to help.