Hello dear Port managers,

There have been many reports from you that ads do not work properly. We are really sorry about this issue which is preventing you from gathering double rewards. But we would like to assure you that, unfortunately, this is a known ongoing issue that we are trying to resolve. Meanwhile, we would like to share with you the basic troubleshooting for this problem.

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In the case that you are using an emulator of any kind, unfortunately, we are unable to guarantee that the ads will work on 100%. This is due to the fact that Port city was primarily developed as a mobile game, not a PC game. Using an emulator we could not guarantee that ads would run smoothly and without any issues.

1. I get the message "No videos available" or I am stuck in 30 seconds loop where no video plays

We are doing our best in order to offer each player a video ad at all times. However please note that this service is provided to us by a third party ad provider and we have no direct impact on the availability of the video ads.
It can happen from time to time that there will not be enough video ads available in your region and you will be temporarily getting the above-mentioned error message. Please be patient and try this troubleshooting:

Please kill the app using the task manager in your device (Apple - kill the app by double-clicking the Home button in your device). In the case that this issue would persist please restart your phone. A reason why this step might resolve your issue is that the collected cache might be preventing the ads from being displayed. It would be always helpful to close other applications before launching the Port City game to prevent more cache from being stored.
Please clean up your RAM. In case you do not know how to clean your RAM please follow this guide:
- if you have an android device, please follow this guide
- if you have an IOS device, please follow this guide
  Or let us know on which device do you play Port city and we will be happy to help you.
In case the previous methods do not work for you, we would like to suggest you clear the Port City application cache. For this step to work, it could be beneficial to check if you have any applications on your device that you are no longer using and you could uninstall them, but this does not mean that you need to remove everything from your device (such as photos or documents). Those are stored in your SD memory or on your device memory that should not directly influence the game ads. In case you are not sure how to do this step, please let us know the specifics of your device (manufacturer, model, and operating system). We will be happy to further assist you with this matter.

2. Video ads do not load. I get a black screen or ad freezes and the app crashes.

In this case, when you experience this issue we would like to recommend you first please clean up your RAM and also clear the Port City application cache. And also check if you have any applications on your device that you are no longer causing and you could uninstall them, but this does not mean that you need to remove everything from your device (such as photos or documents). Those are stored in your SD memory or on your device memory that should not directly influence the game ads. In case you are not sure how to do this step, please follow this guide:

In a case that you tried everything but the issue is still is persisting please contact us. Unfortunately, as it is difficult to track and identify which ads are causing this issue, we would like to ask you for your cooperation with this issue. Please let us know the following:

Could you please let us know on which specific model and type of device you play Port city?
Could you please provide us names or screenshots or a video of these ads that are causing you this issue? Even when you can see a black screen, usually in the corner there is an icon or a logo of the provider of this ad. Thanks to that logo we will be able to identify the provider and report this ad.

In a case that you have tried all steps and these issues are still persisting, please contact our support
We will report this issue to our developers, but they would need more information regarding this issue. Could you please answer these questions for us:
It would also really help us if you could please answer these questions for us:

Are you using an emulator, tablet or do you play on your mobile device?
Do you see any message or error in the space of the ad?
Could you please provide us with a screenshot/video of this issue? Even when you can see a black screen, usually in the corner there is an icon or a logo of the provider of this ad. Thanks to that logo we will be able to identify the provider and report this ad.

3. There is an ad that does not give the reward (it has no "close " button, etc.) What should I do about it?

We deeply apologize if this happens to you and you do not get the reward. It is very helpful for us if you could report such an ad and we will forward the details to the video ad provider. The third-party provider can block such dysfunctional ads in their system and thus prevent this situation in the future. Please send us as many details about the ad as possible ( including the name, screenshot, what exactly does not work). Please send the information to us via Support.

Could you please let us know on which specific model and type of device you play Port city?
Could you please provide us names or screenshots or a video of these ads that are causing you this issue? Even when you can see a black screen, usually in the corner there is an icon or a logo of the provider of this ad. Thanks to that logo we will be able to identify the provider and report this ad.

4. I got an inappropriate ad (political, violent, etc) and would like to report it. How can I do that?

Please note that the ads are offered by a third party and we have no option to adjust or influence the selection for our game. The ads in our game are in line with basic gaming industry standards and approved for the suitable age limit.
We fully understand that some ads may be perceived as too violent or political and we will be happy to block them. In case you encounter such an ad please send us a screenshot or video and the full name of the ad or game.
Please send the information to us via Support.
Thanks to provided information we will be able to track this issue and it will greatly help us to resolve this issue as soon as possible.

How can I report these ads?

If you encounter any issue with an ad for example an ad that does not have any " close" button or an ad that is inappropriate. You can report this ad directly to Google Play or the App Store. All you need is to tap on the "i" icon:

Or if you can see this Help menu icon with a hand, tap on this icon to see the menu as you can see in the picture below:

Then you will be able to choose the reason why you are reporting this ad to its provider:

This way the process of reporting would be much faster.

We would like to deeply apologize for any inconvenience and thank you for your cooperation.

With ❤️ your Cm's Alz, Luc and Lenka