Mobile game support

Rescuing super-cute pets can be a challenge, so if you’re looking for hints and tips on overcoming a difficult level, or have run into some more technical problems, take a look at our FAQs below for help:

  • Supported devices Find out more about device compatibility. Read more...

    Apple devices

    Pet Rescue Saga supports iOS version 4.3.5 or later on the following models:

    • iPhone 3GS, iPhone 4, iPhone 4S and iPhone 5
    • iPad 2 and later, and iPad Mini
    • iPod Touch 3rd generation and later

    Pet Rescue Saga does not support jailbroken iOS devices (iPhone, iPad or iPod Touch)

    Android devices

    Pet Rescue Saga runs on all the Android devices that fulfill the following criteria:

    • Own a processor built on ARMv7 architecture
    • Support OpenGL ES 2.0
    • Support a 320x480 resolution or higher
    • Run on Android OS 2.2 or higher

    Pet Rescue Saga is not available for my mobile device. Why?

    We want to ensure you have the best playing experience, so unfortunately this game is not available for all mobile devices. However, you can still get in on the fun by playing the game on Facebook. Click here to play now!

  • Troubleshooting If you are experiencing problems with the game, get help here. Read more...

    The game keeps freezing - what should I do?

    For mobile: Memory issues on your device can cause a game freeze/crash. The best way to fix these issues is to restart your device, which clears the memory (this will not cause any loss of data). If this doesn’t help, please get in touch with our support team using the ‘contact us’ link below.

    For Facebook: You may need to check that your you Adobe Flash Player is up to date. Please click here to download the latest version to your computer. If this doesn’t solve the problem, please contact our support team using the ‘contact us’ link below.

    The game is not loading in Facebook - what shall I do?

    If the game isn’t loading, please shut down all other running programs as these can affect the game’s performance. If the issue persists, you may need to check that your Adobe Flash Player is up to date. Please click here to download the latest version to your computer. If you are still experiencing issues, please get in touch with our support team using the ‘contact us’ link below.

    I purchased an item in-game on my mobile device, but I haven’t received it. Why not?

    For iOS: Mobile devices sometimes experience a weak internet connection. When you make a purchase, the App Store needs to send a message back to the game to confirm that your payment has been successful. If you lose internet connection when this message is sent, your purchase may not be processed. If this happens, please complete the following steps:

    • Go to the home screen of the game
    • Tap on the arrow in the bottom left hand corner of the screen
    • Tap on the 'Settings' icon
    • Tap on 'Restore purchases' to recover your items

    If this doesn’t solve the problem, then please check your App Store receipt, sent to you via email. If the item you purchased is on the receipt but you can’t locate the download, please contact Apple using the ‘Report a problem’ link in the email.

    For Android: Firstly, please ensure the ‘Don't keep activities’ option is unchecked in the ‘Advanced settings’ on your device.

    Mobile devices sometimes experience a weak internet connection. When you make a purchase, the Google Play store needs to send a message back to the game to confirm that your payment has been successful. If you lose internet connection when this message is sent, your purchase may not be processed. If this happens, please complete the following steps:

    • Go to the home screen of the game
    • Tap on the arrow in the bottom left hand corner of the screen
    • Tap on the 'Settings' icon
    • Tap on 'Restore purchases' to recover your items

    If this doesn’t solve the problem, then please check your receipt, sent to you via email. If the item you purchased is on the receipt but you can’t locate the download, please contact Google Play using the ‘Report a problem’ link in the email.

    I purchased an item in the game on Facebook, but I haven’t received it. Why not?

    It's possible that you've successfully made a payment for an item, but you can’t yet see it in the game. Please note that during particularly busy periods it can take up to 4 hours for purchased items to appear in your account.

    If you think there might be an issue with an item you’ve purchased, please follow these steps:

    • Go to the ‘Payments’ tab in your ‘Account settings’
    • Check your account balance at the top of the page
    • Verify that your payment was successful by reviewing the associated receipt
    • Double-check that the item(s) you ordered have not arrived (remember that it can take up to 4 hours for virtual item purchases to be reflected in the game)
    • If you have confirmed that your item has not been delivered, please notify King by clicking the ‘Didn't receive this item’ link in the email receipt
    • Follow the instructions to notify Facebook and contact King regarding your problem receiving virtual items

    If I try to reinstall the game, will I lose my progress?

    If you have played the game whilst connected to Facebook, your progress will be stored on your Facebook account and will not be lost. However, if you’ve played the game offline (not connected to Facebook), your progress will only be saved locally (on the device) and will therefore be lost when the application is deleted or the phone restored to factory settings.

    I have connected to Facebook, but I’m not getting any Facebook messages or help from friends on my device. Why?

    You may need to reconnect to Facebook to receive your messages. You can do this in the game’s main menu by tapping the ‘Facebook Connect’ icon, or by tapping the settings button and disconnecting from Facebook. Once you’ve done this, try connecting again.

    I have connected to Facebook, but my progress from Facebook does not show up on my mobile. Why?

    If you have a good internet connection, but your mobile isn’t synchronizing with your Facebook account, please follow these steps to reset the app:

    For iOS:
    • Tap out of the game (by pushing the device home button)
    • Shut down the app by double clicking on the device home button (pressing it twice, quickly)
    • Swipe left to scroll through the multitasking bar that appears
    • Once you’ve found Pet Rescue Saga, swipe upwards over the app screenshot to shut down the game
    • Press the home button to return to the menu – you can then reopen the game

    Please note: The instructions above are based on iOS 7. Please check your user manual for instructions on how to shut down an application on your particular device.

    For Android:

    • Tap out of the game
    • Go to ‘Settings’
    • Then select ‘Application Manager’
    • Look for Pet Rescue Saga in the applications list and tap on it
    • Then tap on ‘Force Quit/Shutdown’ to close the application
    • Return to the main menu and reopen the game

    Please note: These instructions are based on the Samsung Galaxy – other Android devices may vary. Please check your user manual for instructions on how to shut down an application on your particular handset.

    My friends have sent me extra lives, but the game says I only have five lives. Why is this, when I’m sure I should have more?

    You can only ever have five lives at a time, so if you have a full set of lives and a friend sends you an additional one, you will still only have the maximum five lives.

    How does the game vary on mobile and Facebook?

    As the mobile game was released later than the Facebook game, you may sometimes notice fewer levels or slight differences in gameplay. We regularly update the game across all platforms, and our team is working hard to deliver more levels on mobile.

    Do I need a Facebook account to play Pet Rescue Saga?

    No. You can play the full game without ever connecting to Facebook. In fact, you can even play Pet Rescue Saga without an internet connection. There are, however, certain advantages of connecting to Facebook, such as:

    • Synchronized progress: You’ll be able to synchronize your progress from Facebook to your mobile and vice versa. If you play while connected with Facebook, your progress will be stored on your Facebook account and will not be lost.
    • Synchronized friends: The more the merrier! On Facebook you can keep up to date with your friends’ progress (score and level) and compete against them to make sure you’re top of the score list. Friends can also give you more lives and help you to unlock new episodes.

    Please note: Boosters and lives are not synchronized between mobile and Facebook. For example, if you buy a booster on mobile, you won’t see it when you access the game on Facebook.

    If I connect to Facebook, will you post things to my Facebook wall or spam my friends?

    We’ll never send any requests to your friends that you did not actively send from the game, and we won’t post anything to your Facebook wall without permission. However, when you Facebook Connect with Pet Rescue Saga you are automatically part of Facebook Open Graph. This ‘social graph’ generates events/actions when you perform certain tasks in the game that can be visible on your timeline profile and, in some cases, show up in your Newsfeed. You do have the option to hide these posts.

    If I log out of my Facebook account and someone else logs in on my computer or device, will I lose all my game history?

    No. The game supports multiple logins with different Facebook accounts. If you log in with another Facebook account, then the game history associated with that account becomes available.

    When are you releasing more levels?

    We're always adding new levels to the game, so keep an eye on our Facebook fan page for news and updates!

    How do I switch off the music and sound effects in the game?

    If you’re playing the game on Facebook, you can click on the music and speaker symbols in the top right hand corner of the game screen to silence the game.

    If you’re playing the game on a mobile device, just tap the left hand corner of the screen to bring up some options. You can then tap on the music note and speaker symbols to silence the game.

    I’ve been stuck on the same level for ages. What can I do?

    Some levels are more challenging than others and can take a few days or even weeks to complete. Don’t give up – this is part of the fun! Keep an eye on our Facebook fan page for tips on how to progress through the game.

  • Mobile In-App Purchases Concerned about Mobile In-App Purchases? Read more...

    It is essential that you protect your purchase account login information to prevent unauthorized charges on your account. If you are concerned about Mobile In-App purchases, please note that you can create a password to control access to your device.

    In-App Purchases for iOS and Android

    If you have an iPhone, iPad, iPod Touch or Android device please click here for instructions on how to secure your device.

  • How to play New to the game or do you simply need a recap ? Find out more about how to play Pet Rescue Saga.Read more...

    Become a pet-saving hero today by solving the puzzles that keep the poor pets trapped. Pop two or more blocks of the same color, and win enough points to earn at least one star, to complete a level.

    How do I gain points?

    Press on two or more adjacent blocks of the same color to crush them and win points. The aim is to earn enough points to win at least one star. The more points you get, the more stars you’ll win – up to a maximum of three. Crushing a larger set of blocks will generate substantially more points and win you more stars.

  • Lives and levels How many lives do you get? How many levels are there? Get the answers here. Read more...

    How many lives do you get in Pet Rescue Saga?

    You begin the game with five lives. If you don’t pass a level, you will lose a life, with one life being refilled for free every 30 minutes. If you don’t like waiting, you can purchase a full set of lives from the Pet Rescue Saga shop (by clicking on the heart icon in the top left hand corner of the screen), or ask your friends to send you extra lives.

    My friends have sent me lives but the game says I only have five lives. Why is this when I’m sure I should have more?

    You can only ever have five lives at a time, so if you have a full set of lives and a friend sends you an additional one, you will still only have the maximum five lives.

    What are the different game modes?

    Pet Rescue Saga has several game modes, each of which challenges you in a different way:

    • Classical: In this game mode you have a certain percentage of blocks to clear. You must also reach the score required to earn at least one star. You’ll only pass the level if you achieve both these things.
    • Rescue: In this mode you need to save a certain number of pets by bringing them down to the ground level. You also need to earn at least one star, so don’t forget to rack up the points!
    • Score: In this game mode you must complete your goal within a certain number of moves. There can be different goals to complete, although you must always achieve at least one star to succeed.

    When are you releasing new levels?

    We're always adding new levels to the game, so keep an eye on our Facebook fan page for news and updates!

  • Boosters Boosters are really useful for passing a tricky level. Find out how they can help you. Read more...

    What are boosters?

    Boosters can be helpful if you find yourself in a pickle, or if you’re stuck on a particularly challenging level. Each booster comes with a number of charges, one of which is consumed every time you use the booster.

    What types of boosters are available?

    You can purchase all sorts of boosters from the Pet Rescue Saga shop, each allowing you to do something different in the game:

    • Color Pop Balloons clear all the blocks of a similar color on the screen
    • Column Blaster Rockets clear a vertical range of blocks
    • Line Blasters blast in-line obstacles to smithereens
    • Block Buster Hammers allow you to target and remove any one block from the playing board. This is a tactical booster
    • Mesh Mashers allow you to cut your way through confining meshed blocks
    • Master Keys unlock locked block barriers.

    How do I use boosters?

    Some boosters can be activated in the pre-game screen before you enter a level, whilst others can be activated during gameplay. More boosters may be unlocked or become available for you to purchase or earn through points as you progress through a level.

    Is it possible to complete the game without buying boosters?

    Yes. In fact it's not only possible, but very common. Most people who complete all the levels in the game have not bought anything at all.

  • More Read more...

    Still struggling to find what you’re looking for? Looking for more information and tips on challenging levels and gameplay? You can contact our support team using the button below:

 

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