Frequently asked questions and user problems

If you can't find a solution below send an email with your question to support@ovekode.com.

Startup

#1: Nothing happens. I get a black screen.

This is because of a problem with the underlying gaming platform that WordKrangle uses.

Please tell us about it by email: support@ovekode.com. If you could also tell us the make and model of your gaming device we would be eternally grateful! Thankyou!

#2: It says 'Connecting' forever.

There are several possible reasons for this:

1. Your network connection is down. Check your Internet access, firewall, etc.

2. Your IP address has been blocked for 1 hour. This happens if you or somebody else using the same IP address violated the terms of service agreement.

3. The server is too busy or under maintenance.

Profile

#1: Email not confirmed.

You need to confirm the email address you used when you registered.

You should have received an email (with a confirmation link) when you first registered. If not you have to order a new one.

Do the following:

1. From inside WordKrangle go to Log on > ? > Help.

2. Type your email address and click on the 'Confirm profile email' button.

3. Wait for the confirm email and follow it's instructions.

#2: Wrong email or passcode.

If you are sure you typed your email and passcode correctly you have to reset your passcode.

Do the following:

1. From inside WordKrangle go to Log on > ? > Help.

2. Type your email address and click on the 'Reset profile passcode' button.

3. Wait for the reset email and follow it's instructions.

#3: Why is my profile banned?

Because you have violated the terms of service agreement.

If you think this is a mistake send an email to support@ovekode.com.

#4: How do I log on as guest?

1. From inside WordKrangle go to Log on.

2. Remove your email address and password.

3. Click on the 'Guest log on' button.

#5: How do I go to profile?

Do the following: From inside WordKrangle click on your own profile image after you have logged on.

#6: Unable to change passcode.

If you just changed your passcode you have to wait 2 minutes before changing again.

Invitations and new games

#1: Unable to start new random game.

There are 2 possible reasons for this:

1. You already have 5 existing games.

2. There were no other players waiting at that very moment. You should keep trying every minute.

#2: Unable to add friend.

There are 2 possible reasons for this:

1. You typed or pasted your friends email address incorrectly. Remember case sensitivity.

2. Your friend is not registered yet.

Playing

#1: Unable to switch tiles.

You are playing with limitations and ads because your trial period is over or because the 30 days without ads and limitations you bought have passed.

#2: Unable to play placed tile(s) when it's my turn.

There are 4 possible reasons for this:

1. You have a loose tile on the board somewhere.

2. You forgot to set a letter after placing a blank tile on the board.

3. You used too many blocks. Allowed ratio is half as many blocks as placed tiles, and no more than 2.

4. It's too soon after the previous play. You have to wait 1 minute. All the opponents are given time to challenge a new play.

#3: How do I remove ads and limitations?

Do the following:

1. From inside WordKrangle go to Profile > click on the cog icon > Update.

2. Click on the 'Remove ads and limitations' link at the bottom.

3. Follow given instructions and pay using a debet or credit card.

(Only possible for registered users with expired trial days)

#4: How many blocks may I use?

There is a block to tile ratio: Half as many blocks as placed tiles, and maximum 2.

Removing blocks does not affect this.

Notifications

#1: Not receiving notifications.

There are 3 possible reasons for this:

1. Your network connection is down. Check your Internet access, firewall, etc.

2. You have recently changed your profile passcode but forgot to update it inside WordKrangle Notices.

3. WordKrangle Notices has stopped and needs to be restarted. This sometimes happens.

Please note that notifications will only be sent for inactive Android users and for 1 hour only.

In this context 'inactivity' is defined as having WordKrangle running in the background and being logged in.