Technical Issues

How can I improve game performance?

Please see this article for tips to improve game performance on WebGL.

I didn’t get my VIP, Game Cash or tokens after a purchase?

Visit our website and fill in a support ticket. Please be sure to include your name, a valid email address and game account name so that we can identify you! Please be sure to include your game username and payment details (transaction ID’s date/time if possible) and we will fix the problem for you ASAP (usually within 24-48 business hours).

http://www.hoovesoffire.com/support.php

If you made a purchase on Google Play, please make sure to include your receipt number from Google (Starts with GPA.XXX)

My In-app purchases are not working on Google Play?

Google Play saves your payment methods so that you can quickly and easily make purchases. The cached data in Google Play can become corrupted over time and this may be a reason why your payment is not processing. Resetting the cache for both the Google Play Store may resolve this issue.

2. Reset the Play Store Cache

1. Open the Settings menu.
2. Select Apps.
3. Choose the Google Play Store app > Storage.
4. Open Google Play Services and open Storage and then select Clear cache.
5. Restart your phone/tablet and try making purchases again.

2. Remove and re-add payment methods

If the previous solution didn’t work you can try removing and re-adding your payment methods in Google Play.

To do this:

1. Open the Play Store.
2. Tap on the hamburger icon in the upper left corner and open Account.
3. Select Payment methods.
4. Tap More payment settings.
5. Remove the current payment method and reset your phone/tablet.
6. Go back to the payment settings and tap Add credit or debit card.
7. Enter your user credentials again and try purchasing something in the Google Play Store.

3. Uninstall and reinstall Hooves

1. From the app menu view, tap-and-drag the Hooves icon to the top of the screen to Uninstall.
2. Go to the Google Play Store and install the app again.
3. Try making in-app purchase again.

I’ve forgotten my login email address?

Please contact us here. We may ask you for the answer to your secret account question or other details to confirm your identity.

I no longer have access to the email address linked to my Hooves account?

Please contact us here.  If your account is linked to your Facebook account, we can reset the email for Hooves Passport so you can sign up again. We may ask you for the answer to your secret account question or other details to confirm your identity.

My Facebook account has been hacked, what should I do?

Please don’t report this issue via Hooves of Fire – that report gets sent to us and we cannot restore a Facebook account to its rightful owner. The account owner needs to visit this link:

http://www.facebook.com/help/?page=420

My Facebook account has been deactivated, what should I do?

Please don’t report this issue via Hooves of Fire – that report gets sent to us and we cannot restore a Facebook account to its rightful owner. Reasons for the deactivation may vary but these links may be helpful:

https://www.facebook.com/help/228372557180280?sr=1&query=account%20recovery&sid=2x1hEahxkg29AlXQH

https://www.facebook.com/help/contact/logout?id=260749603972907

Or alternatively, you can try contacting Facebook directly; appeals@facebook.com

The game appears to have frozen

If this happens to you there may have been a connection error to the game server, normally the game should recover from this, but if you are stuck then simply reload the web page and the game should resume working.

How do I turn chat back on?

This feature will only work for the Flash version of Hooves of Fire.

If you want to reset the chat restriction question you can do so by visiting this URL

http://www.hoovesoffire.com/hooves/reset-restriction.php

You may need to have logged into the game first for this to work. The change will take place when you next load the game.

My game wont load past the loading screen / Clearing the cache

If you are stuck on the loading screen this is most likely a problem with your cache. Also if you are seeing an old version of the game and need to get the latest version then you will need to clear your cache.

If you are familiar with clearing your cache then try that and reload the game.

If you wait 15 seconds during the load up some text will come up asking if you are stuck on the loading screen. If you click this it will attempt to reload the game which may solve your problem.

If you still are having problems the steps listed on this page will outline how to clear the cache in your browser. Then reload the game and it should work.

I’ve cleared the cache and the game is still stuck on the loading screen…?

If you’ve cleared the cache and the game is still stuck on the loading screen;

1. Right click the game to bring up a menu
2. Go into “Settings”
3. Set the local storage to something other than “None”

How do I change my account name on the Hooves of Fire website?

The short answer is no, you can’t do this.

The longer answer is yes, you can, if you signed up via Facebook and then the website (using Hooves Passport), but it requires a bit of trickery.

1. Change your name and profile picture on Facebook to what you want it to be on the Hooves website
2. Log into www.hoovesoffire.com
3. Your new ‘name” should appear
4. Log back into your Facebook account and change it back to your original name

As long as you don’t log in to Hooves of Fire on Facebook again and only access the game via our website, the change will stay.

How do I change my password on the Hooves of Fire website?

To change your password on the Hooves website, just enter your login email address in the forgotten password form.

Please make sure you are not currently logged into the game when you request the password reset, otherwise the reset link will not work.

My question wasn’t answered here?

Visit our website and fill in a support ticket. Please be sure to include your name, a valid email address and game account name so that we can identify you!

http://www.hoovesoffire.com/support.php