Mobile Requesting Horizontal/Vertical Mode

Article Title
Mobile Requesting Vertical/Horizontal Mode

Category
Technical Issues / Games Technical Issues

General Information
Players using mobile devices may encounter prompts requesting vertical or horizontal mode if their device orientation settings are not properly enabled.

Purpose / Objective
To guide agents in resolving issues where mobile games require a specific screen orientation.

Scenario / Use Case
A player reports that their game is asking them to switch to vertical or horizontal mode or is not displaying correctly on their mobile device.

Step-by-Step Instructions

1. Ask the player if auto-rotate is enabled on their device:

   • If not enabled → Instruct the player to turn it on in their device settings

2. Instruct the player to rotate their device:

   • Turn the device clockwise
   • If that does not work, rotate counterclockwise

3. Have the player exit the game and re-enter it

Additional Information / Tips

• Orientation issues are commonly caused by auto-rotate being disabled
• Some games require specific orientations to display properly

Variations / Related Questions Phrased Differently

• “Why is my game asking me to rotate my phone?”
• “Why won’t my game display correctly?”
• “Do I need to turn my phone sideways?”
• “Why is my screen stuck?”

Common Issues / Troubleshooting

• Issue: Auto-rotate disabled

  • Enable auto-rotate in device settings

• Issue: Screen not adjusting after rotation

  • Try rotating both directions

• Issue: Game not updating after change

  • Exit and relaunch the game