Basic Troubleshooting

Article Title
Basic Troubleshooting

Category
Technical Issues / Site & Games Technical Issues

General Information
Basic troubleshooting should be the first step when assisting players with technical issues such as game freezing, website errors, or functionality problems. Identifying the player’s device, browser, and system helps determine the best resolution.

Purpose / Objective
To provide agents with a standard set of troubleshooting steps and questions to diagnose and resolve common technical issues.

Scenario / Use Case
A player reports a technical issue such as a game freezing, the website not loading, or problems with cart functionality.

Step-by-Step Instructions

Step 1: Gather Information

Ask the player the following questions:

• What browser or app are you using?

  • Examples: Chrome, Edge, Safari, iOS app, Android app

• What device are you using?

  • Examples: Laptop, desktop, mobile phone, tablet

• What operating system are you using?

  • Examples: Windows 10, iOS, Android, Linux

Step 2: Apply Basic Troubleshooting Steps

Guide the player through the following:

• Try switching to Google Chrome or another browser
• Ensure the browser and device are up to date
• Log out and log back into the account
• Close and reopen the browser
• Clear cookies and cache
• Ensure JavaScript and cookies are enabled (including third-party cookies)

Step 3: Mobile App Troubleshooting

If using the mobile app:

• Ensure the latest version is installed
• Uninstall and reinstall the app

Step 4: Multifactor Authentication (if applicable)

• Confirm the email address or phone number used matches the account
• Check spam/junk folders for verification emails

Additional Information / Tips

• Older devices or operating systems may not function properly on the site
• Keeping software updated can prevent many issues
• Clearing cookies and cache often resolves loading or login issues

Variations / Related Questions Phrased Differently

• “Why isn’t the site working?”
• “My game froze—what do I do?”
• “Why can’t I remove items from my cart?”
• “The page won’t load—how do I fix it?”
• “Why is my app not working?”

Common Issues / Troubleshooting

• Issue: Website not loading or updating

  • Clear cookies/cache and refresh browser

• Issue: Game freezing or lagging

  • Check browser compatibility and restart device

• Issue: Cart or site functionality issues

  • Log out/in and try a different browser

• Issue: App not working properly

  • Update or reinstall the app

• Issue: Not receiving authentication code

  • Confirm correct contact info and check spam folder