Mobile: My purchase did not appear in my game
To make an in-app purchase an Internet connection is required. Where possible, it is recommended that you use Wi-Fi to ensure any in-app purchases you make are processed successfully.
While most of the time purchased items are delivered immediately to your device, on occasion, some orders take longer to process. If your purchase doesn't arrive right away, please wait a few minutes – you should have it soon!
If you make a purchase but do not receive the item, please check your email for a proof of purchase from the app store you are using (e.g. iTunes App Store, Google Play). You may also want to check your purchase history.
If you have a proof of purchase and still haven’t received your purchase after a few hours, please refer to the assistance provided in your receipt:
- For the iTunes App Store please click the "Report a problem"
- For Google Play, please click the "Questions? Contact Pretty Simple"
Mobile: Can I transfer in-app purchases between my devices?
Your purchases will automatically register on all devices on which you are playing as long as you're connected to the same Facebook account.
If you've purchased a Pet, and you want it on another device, you can "Restore" your purchase in the Setting's Menu (click the "gear" icon visible on the Map screen, then click the button "Restore in-app purchases"). This also applies to non-Facebook connected users.
Note: If you've made a purchase, but this purchase hasn't registered on another device, please see the following article under Supported Devices and Settings "What is synchronized between Facebook and my device?".
Mobile: I found some purchases I did not make
Please note that we cannot make charges to your account without your authorization.
If you share your device with other household members (especially children), we recommend that you set up a payment password.
- iOS (iPhone, iPod or iPad): To find out how to set up restrictions, click: https://support.apple.com/HT204396
- Android: To find out how to prevent accidental or unwanted purchases, click: https://support.google.com/googleplay/answer/1626831
- Amazon Fire: To find out how to set up parental controls, click: http://www.amazon.com/gp/help/customer/display.html?nodeId=201729930
Mobile: Where can I view my purchase history?
To review your purchase history:
iTunes App Store (iPhone, iPad, iPod)
1. Open iTunes on your computer
2. Select your username (this should be your e-mail address), and choose “Account”
3. Scroll down to “Purchase History” and choose “See All”
For more detailed instructions, please check the following iTunes App Store FAQ article: https://support.apple.com/HT204088
Google Play (Android devices)
1. Go to payments.google.com, then log in with your Google account
2. Select “Transactions” to display your Play Store order history
3. Choose an individual entry to view its corresponding receipt
For more detailed instructions, please see the following Google Play FAQ article: https://support.google.com/googleplay/answer/2850369
Supported Devices & Settings
Mobile: Which devices are compatible? Where can I download the app?
Criminal Case requires iOS version 6.0 or later on the following device models:
- iPhone 4, iPhone 4S
- iPhone 5, iPhone 5c, iPhone 5s
- iPhone 6, iPhone 6 Plus and later models
- iPod Touch 5th generation
- iPad 2 and later models
- iPad Mini and later models
Criminal Case is available on Android devices that meet the following technical criteria:
- Run on Android OS 4.0 (Ice Cream Sandwich) or higher
- Support a 320x480 resolution or higher
- Own a processor built on ARMv7 or x86 architecture
- Support OpenGL ES 2.0
Amazon Kindle Fire / Fire Compatibility
Criminal Case is available on the following Amazon Kindle Fire and Fire devices:
- Kindle Fire (2nd Gen)
- Kindle Fire HD 7 (2nd Gen)
- Kindle Fire HD 8.9 (2nd Gen)
- Kindle Fire HD 7 (3rd Gen)
- Kindle Fire HDX 7 (3rd Gen)
- Kindle Fire HDX 8.9 (3rd Gen)
- Fire phone
- Fire HD 6 (4th Gen)
- Fire HD 7 (4th Gen)
- Fire HDX 8.9 (4th Gen)
Download Criminal Case from the following app stores:
iTunes App Store (iOS): http://bit.ly/CriminalCase_iOS
Google Play Store (Android): http://bit.ly/CriminalCase_Android
Amazon Appstore (Fire): http://bit.ly/CriminalCase_Amazon
Why isn't Criminal Case available for my mobile device?
We want to ensure that you have the best playing experience possible, and as such, Criminal Case is regrettably not available for all mobile devices due to constraints with some device specifications.
But you can still have fun playing Criminal Case on Facebook via a desktop computer! Just go here: https://apps.facebook.com/criminalcase
Mobile: How do I connect to Facebook and why is it a good idea?
To connect to the game with your Facebook account, click the "Log in with Facebook" button on the loading screen.
IMPORTANT: If you have the Facebook app installed and you are connecting your game to Facebook for the first time, please first make sure that you are logged into YOUR Facebook account on the Facebook app. Your game and any progress you’ve made, will automatically sync to the Facebook profile that you are signed in to.
While not mandatory, there are several benefits to connecting your game to your Facebook account!
Here's why it's a good idea:
- You can save your game progress if you ever need to uninstall/reinstall the app on your device
- You can start playing at exactly the point where you left off at while connected to Facebook (or any other Facebook connected device)
- You can collect all the Energy and the Cards your Teammates send you
- You can easily unlock new Cases by asking your Facebook Teammates for Reports
- You can compare your high-scores with those of your Teammates (and then try to beat their scores!)
Mobile: How can I save my game progress?
Your mobile game progress is saved in one of two ways depending on whether you're playing Facebook connected, or not.
Option 1: Your progress is saved with Facebook (most secure)
If your game is linked to your Facebook account, and you're playing while connected to the Internet, your progress will be automatically saved online. This ensures that you will not lose your progress if, for example, you need to switch to a new device or reinstall the app.
Option 2: You're progress is saved only on your device
If your game is not connected to Facebook, your progress will only be saved locally on your device. Please be aware that if you should reset or switch to a new device, or even accidentally delete Criminal Case, your progress will be permanently lost.
Mobile: Can I play without an Internet connection?
Yes, it is possible to play Criminal Case without an Internet connection. However, once you start a new Case, you will need to download the new content via a stable Internet connection.
Furthermore, if you want to play with your Facebook friends, purchase items or continue playing across multiple devices, you will need an connection to the Internet.
If you are Facebook connected, but temporarily playing without an Internet connection, the game will re-synchronize with Facebook the next time you open the app while connected to the Internet.
Note: Some features are only active when you have an Internet connection.
Mobile: What is synchronized between Facebook and my devices?
Your game progression and all of your Inventory Items (Orange Juice, Chips, Hamburgers, Lucky Cards and Avatar Items) will be synchronized between your devices and Facebook. This means that you can switch between devices and be able to continue playing exactly where you left off.
Only your Energy Bar is not synchronized between your devices. This means Pizza purchases will only be activated on the device from which it was purchased.
Although your Energy Bars are independent, it also means that you have an extra 110 Energy available to investigate with!
For example, you can play on your phone and use your 110 Energy, then switch to your tablet or computer and you will still have another 110 Energy to use.
Mobile: I want to disconnect from Facebook or switch accounts
Once you connect to Facebook, your game becomes permanently linked to your Facebook account. If you log your game out of Facebook, your game progress will be reset to Case 1. You can resume your progress at any time by reconnecting to the game to your Facebook account.
To disconnect or switch to another account, please follow these steps:
1. Make sure you are connected to the internet (WIFI is preferable).
2. Open Criminal Case. On the Map screen, click the settings "gear" icon in the top left corner of game.
3. Click "Log out of Facebook."
4. The game will reload.
5. If you wish to switch to a different Facebook account, open the official Facebook app and make sure you're using the right account.
6. Click "Log in with Facebook" on the loading screen.
If you are receiving an error message when trying to log out, please verify your internet connection and try again. When unable to log out over a 3G/4G connection, we recommend that you connect to a WIFI connection to ensure that your game progress can be saved.
Mobile: How do I change the language of the game?
Criminal Case will automatically detect and use the language that you use on your mobile device.
If you'd like to change the language of the game, you must change the default language in your device's settings. Please refer to your particular device's support page if you need assistance with this:
- iOS (iPhone, iPad, iPod): http://support.apple.com/kb/HT2371
- Android phones and tablets: http://www.wikihow.com/Change-the-Language-in-Android
- Amazon Kindle Fire devices: http://www.amazon.com/gp/help/customer/display.html?nodeId=201540670
As soon as you re-open the game, your preferred language will be displayed.
Please note that the app is currently available in 9 languages (English, French, German, Indonesian, Italian, Portuguese, Spanish, Traditional Chinese and Turkish).
Don't see your language? Don't fret! We are working hard to translate Criminal Case in even more languages in the future!
Mobile: Can I change my name in the game?
If you are playing Facebook connected, your avatar's name will correspond to your first name as it is displayed on Facebook. Changing your name on Facebook will change your name in the game too. Before changing your name, we encourage you to review Facebook's name standards.
If you are not playing Facebook connected, you will be prompted to enter your name after completing the tutorial. At the present time, it is not possible to change your name once it's entered.
Mobile: My game crashed. What should I do?
Sorry that you experienced a crash while playing the game! Please know that we are doing our best to reduce these instances with each update, and we thank you for your patience while we address these bugs.
That being said, many "bugs" can be resolved by following the steps below:
- Update to the latest version of the game for all the latest content and bug fixes
- Force close the app and reopen it
- Force close other open apps to free up available memory
- Restart your device to free up memory
- Delete other apps if you're low on disk space
- Update your device's software
If after trying the above solutions, you are still experiencing frequent crashes, please don't hesitate to get in touch with us. Please explain the issue in detail by telling us what action you were taking when the app crashed and if it is recurrent. Thank you!
Mobile: I can't download the next Case
On the mobile version of the app, you'll need to download new Case content before you can play it.
To do this you must have a stable Internet connection (WIFI is recommended if you're experiencing issues on a 3G/4G network).
If you are having trouble downloading the next Case, please double check your connection and try again. If this doesn't work, you may not have enough free memory on your device.
You can delete past Cases in the game’s “Settings.” To do this, click the “gear” icon in the top left corner of the game screen then select “Manage Storage” to free up space.
It may also help to "force close" the app and try again.
Please note that due to the needs of the Android operating system, you may need a larger amount of free local storage on your device (NOT on your SD card) to install and unpackage new Case content. This minimum amount of required free space varies per device. Don't worry - once installed, Cases only take up a minimal amount of storage.
If you've already checked your connection and deleted past Cases but are still having trouble downloading the next Case, then please free up some additional space on your device's local storage.
Android: I'm not able to download a new Case even though I have lots of free space on my SD card.
Due to the requirements of the Android operating system, you need free disk space on your device's local storage in order for Criminal Case to run well. The minimum amount of required free space varies per device.
Even if Criminal Case is installed on your SD Card, all new content is downloaded and installed on your device's local storage as well. If you can't download the next Case, please free up space on your device by transferring other files or apps to your SD card until you can download more content. Don't worry - once installed, new content only takes up a minimal amount of storage.
Mobile: My Daily Bonus icon is grayed out
The Daily Bonus is a free gift you can receive everyday. To claim your Daily Bonus, click on "Gift" icon on the Map screen.
If your Daily Bonus icon is grayed out, please check your connection and try again. If you have an unstable 3G or 4G connection, we recommend that you try again over a WIFI connection.
Also, the daily cutoff for collecting bonuses is at 00:00 GMT. If you've already collected your Daily Bonus on your computer or on another device, you will not be able to collect within the same collection period.
Mobile: I have connected to Facebook, but I can't send or receive Reports or Gifts. How can I fix this?
First, please check your Internet connection. A stable connection is required to send requests and receive messages (e.g Reports, Energy gifts). We recommend that you use WIFI if you aren't able to send or receive messages over a 3G/4G connection.
If you're connection is good, but you are still having issues, then you may need to disconnect then reconnect to Facebook in order to reestablish the connection with your Facebook account. You can log out of Facebook via the game's settings menu (click the "gear" icon in the top left corner). To reconnect, simply click the "Log in with Facebook" button on the loading screen.
Mobile: I'm connected to Facebook, but I can't see any of my Teammates. Why?
If your Internet connection isn't strong enough, you will not be able to send Energy to your Teammates, nor will you be able to view your Teammates on the score leader board at the end of a Crime Scene.
To resolve this issue, please double check your Internet connection and try again! If you're having trouble over a 3G/4G connection, try connecting to a WIFI network. It may also help to force close, then reopen the app.
Mobile: Why can't I see "Cash" on my mobile device?
As you may have you've noticed, there are some minor differences between the mobile version and the Facebook version of the game, one of them being that there is no virtual "Cash" option on the mobile app. Instead, on your mobile device, you don’t need virtual cash and purchase Energy Items, Reports, Instant Analysis and Pets directly.
If you play on Facebook as well, you can continue to buy and use virtual "Cash" as normal via a desktop computer.
Mobile: How do I update the app?
Always make sure your Criminal Case app is updated in order to benefit from the latest content, features and bug fixes!
To manually update iOS (iPhone, iPad, iPod) apps:
- Tap the "App Store" button on the home screen of your device
- Tap "Updates" in the bottom right corner
- On this menu, any apps that have updates available will be listed at the top
- If updates are available tap the "Update" button next to each app title or tap "Update All" at the top of the screen
How to manually update Android apps:
- On your Android smartphone or tablet, open the Google Play Store app
- Tap the Menu icon and select 'My Apps'
- On this menu, you can see which apps on your device have updates available
- Select individual apps and tap Update
Mobile: How do I force close the game?
Closing the app entirely ("force closing") and reopening it can often resolve many issues from synchronization to crashes. Please refer to the instructions and links below to find out how to force close apps on your device.
iOS (iPhone, iPad, iPod)
- Press the Home button two times quickly. You'll see small previews of your recently used apps.
- Swipe left to find the app you want to close.
- Swipe up on the app's preview to close it.
For full instructions, please refer to Apple's Support article: http://support.apple.com/kb/ht5137
Android Phones and Tablets
To find out the multiple ways you can force close an app on an Android device, please refer to the following article: http://www.wikihow.com/Close-Apps-on-Android
Android: Why can't I collect the daily rewards on the Criminal Case Fan Page?
Due to the current limitations of the Facebook app on Android, it is not possible at this time for Android users to claim rewards from the Facebook Fan Page.
You can however collect these rewards on the Facebook version of our game via your desktop computer or laptop:
1. Click the following link to add the Facebook version of the game to your computer: https://apps.facebook.com/criminalcase.
2. Visit the Facebook Fan Page to collect your daily reward: https://www.facebook.com/CriminalCaseGame
3. After collecting, re-synchronize your rewards to your device.
Please note that you can still directly claim any rewards that your Teammates share with you on Facebook (Coins, Orange Juice and Chips) via the Facebook app on your Android device.
iOS: I can't hear any sound or music in my game. Why?
It may be because your device is in "silent mode." When "silent mode" is enabled, all game sounds and music will be blocked even if the game's sound settings and your volume are switched on.
Depending on your settings and your iOS device model, you can re-enable sounds by either toggling the switch on the side of your device, or by swiping up from the bottom of the screen (to open the Control Center) and deselecting the "silent" option.
After un-silencing your device, the game's sound effects and music should resume immediately.
If this doesn't help, we recommend that you check the in-game sound settings by clicking the Settings "gear" icon in the top left corner of the game. It is visible when you're on the Map screen. In the settings menu you will have the option to toggle on or off the music and sounds individually.
Mobile: I can't connect to Facebook. What should I do?
First, please check your Internet connection. We recommend that you use WIFI if you aren't able to connect over a 3G/4G connection.
Still having trouble? It may help to log out of your profile on the Facebook app first. Please open the Facebook app on your device and sign out, then force close the Criminal Case app and try again.
If you need help logging out of the Facebook app, please consult the Facebook support links below:
- iOS (iPhone, iPad, iPod): https://www.facebook.com/help/112099682212213
- Android devices: https://www.facebook.com/help/225861947424289
Mobile: I'm having trouble synchronizing with Facebook
Once connected to Facebook, your game progress should automatically synchronize every time you open or close the app.
However, your game is ONLY able to synchronize with Facebook and across your devices if you have a stable internet connection when opening or closing the app.
If you are having trouble, double check your internet connection then try again. Also, if you are experiencing problems synchronizing over a 3G/4G network, we recommend that you try synchronizing over a WIFI connection.
You can also force synchronization by force closing the app and then reopening it on a strong internet connection.
Please note that the game progress that will be synchronized with all your devices is based on your XP Level (not Case progression). As such, you may lose your progress on one device if you play on another without synchronizing your progress first.