Troubleshooting

Each item: symptom → possible cause → what to do.

Account and access problems

• The account confirmation email did not arrive → the email went to spam or the address has a typo → check your spam folder; try creating the account again and choose Resend email — you can do this once an hour Registration and email confirmation.
• "Confirm your email (link in inbox)." when signing in → the account has not been confirmed → click the link in the "FAMILIADA — Confirm your account" email.
• "Wrong email or password." → the password or address is wrong → check upper and lower case in your password; you can also sign in with your username; if needed, use Forgot password Recovering access and security.
• I cannot request another password reset → you can request another email after an hour → wait for the countdown to finish and check your spam folder.
• An email address change does not finish → it waits for the link in the message sent to the new address → until then you log in with the current one; check spam or choose Resend in Account settings (once an hour); you can also cancel the change Changing your email address and password.
• A notice about an address change you did not request → someone may know your password → log in, choose Cancel change in Account settings, change your password and report it to kontakt@familiada.online Changing your email address and password.
• "Confirm you are human" appears → several failed sign-in attempts → choose Continue and sign in again.
• The data from a guest account is gone → a guest account works only in one browser and is deleted after 5 days without a visit → to avoid this, save it as a regular account Guest account and saving your data.
• "Not available for guest account" → this feature requires an account → create an account and carry over the guest data Guest account and saving your data.

Problems with games and resources

• Play is inactive → the game is not ready or the poll is not closed → hover over the button to see the reason; what is missing is also shown under the game name The game list and game statuses, Game readiness conditions.
• I cannot edit a game → the poll is open or stopped, the game is open somewhere else, or it is being played → abort or close the poll, close the other window with this game, end the game Saving and editing a game after the poll has started.
• "In use elsewhere" (e.g. "This game is open elsewhere.", "This logo is currently being edited…") → the game, logo or base is open in another tab, on another device or by a collaborator (editor, settings, poll, control panel) → close that window. You don't need to reload the page: it checks the item itself and loads once it is free. After that tab is closed normally this happens at once; if the tab disappeared without closing (browser crash, a sleeping computer or phone, no network) — after about 30 seconds. A tab in the background (another window, minimised browser) keeps the item.
• "Lock lost" → this tab had no connection to the app for a while (e.g. after the computer slept), and in the meantime another tab took over the item → reload the page.
• "Game in progress" in game settings → the game in the control panel was not finished → finish it in the panel or choose End game and open settings; otherwise the game lock expires after an hour of inactivity Preparing the settings.

• An answer is not saved → it contains characters the Display cannot show (for example emoji), or it is too long → remove those characters; an answer can have up to 17 characters Questions and answers.
• Importing a file does not work → the file is not a game from the app or it is damaged → use a .famgame file exported from the app Importing and exporting; when importing text, check the format Importing questions from a text file.
• I cannot edit a logo → a game is being played or the game settings are open; on a phone, the editor is not available → end the game or close the settings; use a computer or tablet Saving, choosing and displaying a logo.
• "This database item is currently being edited…" → someone else is editing this item → wait a moment and try again Working together and managing access.
• Send is inactive → the game has a poll (only a draft can be sent), comes from Community Games or from demo materials, or you have no friends → check what can be sent Sending a game.

Problems with polls and voting

• A recipient did not get the invitation → they have notifications turned off or the email went to spam → ask them to check their spam folder; a friend will also find the invitation in Tasks Tasks and voting invitations; you can send Remind Choosing how people vote.
• "You have already voted in this poll" → someone has already voted in this browser → everyone votes once.
• A vote was not counted → the voter left before the last question → answers are only sent after the last question Voting.
• Count votes is inactive → the poll is not stopped or has fewer than 10 complete polls → stop the poll; collect more votes Counting and tidying up the answers.
• I cannot approve the count → a question has fewer than 3 answers with at least 4 points → in a standard poll, merge similar answers; if needed, resume voting Counting and tidying up the answers.

Problems during the game

• The button to move on stays inactive for a long time (for example Start after the intro) → the Display is minimised or open as a tab next to the control panel → open the Display in a separate window in full screen (TV, second monitor).
• The game paused with a message about a missing device → see Device problems.
• The game ended after the settings were changed → changing the settings during a game ends the current game → change the settings before the start or after the end; going to help and coming back does not interrupt the game Preparing the settings.
• The game was not ended → the control panel was closed without ending the game → always end the game with the Finish game button on the end screen Ending the game.
• The board or sound lags in test mode → all screens in one tab and frequent switching between tabs → test mode is for trying things out; for a real game, use separate devices Devices and connecting them.
• The game is waiting for sound from the Display → each time the Display is opened, and after the browser mutes the page (for example, a TV gone to sleep), you need to unlock the sound again → press Unlock sound before the start and do not reload the Display during the game Preparing and starting the game.
• Done — start the game is inactive → the final does not have 5 questions → choose 5 final questions or random mode Final questions.

Device problems

• The game pauses every now and then, and a device shows as disconnected → the phone with the buttons or the host tablet went dark or was switched to another app → keep the screen on for the whole game, plug the device into a charger, lengthen the automatic screen lock time and do not switch apps. If you use physical buttons or play without a host tablet, tick the matching option in the panel Devices and connecting them. When you return to the page, the device reconnects on its own within a few seconds.
• The QR code was scanned several times → the screen opened last works, the earlier ones show "This device was opened elsewhere" → use the newest screen and close the tabs you do not need.
• "This device was opened elsewhere" → the same device (buzzer, host screen or Display) was opened in another tab, browser or on other hardware → this screen does not return to the game by itself; to use it here, click Use here — the other screen switches off.
• "Turn your phone sideways…" on the buzzer → the buzzer works in landscape → turn the phone and switch off the screen rotation lock.
• "Not available on a phone" → the page needs a tablet or a computer (e.g. logo editors, Control panel) → open it on a tablet or a computer.
• "Rotate your device" → the page fits once the tablet is rotated → rotate the device.
• "Window too narrow" → the browser window is narrower than the page needs (e.g. Control panel, logo editors), also in split-screen view → widen the window or leave split screen. Lists, Help and voting pages work at any width.
• "Window too small" → the window is too low in landscape (under 580 px, e.g. because of browser bars or page zoom) → enlarge the window, zoom out or leave split screen.
• No sound → the sound is not unlocked or the device is muted → check where the sound should come from Preparing and starting the game, the device volume and the volume in the settings summary.

Contacting support

At the bottom of every page there is a Contact button. In the "Contact us" window:

• "Your e-mail" — the reply will be sent to this address (filled in for you when you are signed in),
• "Subject" and "Message" — describe the problem,
• "Ticket number (optional)" — if you are writing about an earlier report, your message will be added to it,
• "Attachments" — up to 5 files of 5 MB each, for example screenshots.

After sending, you get a ticket number. To help solve the problem faster, write:

• what you were doing (on which page, step by step),
• what you expected and what happened,
• the text of the message, if one appeared — ideally with a screenshot,
• which device and which browser you were using.