Technical difficulties FAQ

Sometimes you can run into technical difficulties while playing Hero Wars. This article provides basic troubleshooting steps that help solve most technical issues.

The game doesn't start, crashes, or restarts.

Here is a quick video guide that covers possible solutions.

Android iOS Huawei

1. To run the game properly, your mobile device has to meet the minimum requirements — 2 GB free RAM. Stable performance cannot be guaranteed on devices with lesser RAM capacities.

2. Make sure that your Hero Wars account is connected to your Google Play account, then follow these steps:

  • Uninstall the game.
  • Reboot your device.
  • Reinstall Hero Wars.

When you reinstall the game, your progress will be automatically recovered.

3. Your operating system has to be up-to-date to ensure stable performance. Check if there are any updates to your operating system.

If none of the above helps, contact our Support team. Our specialists will review your inquiry.

Critical error message.

Here is a quick video guide that covers possible solutions.

Android iOS Huawei

1. To run the game properly, your mobile device has to meet the minimum requirements — 2 GB free RAM. Stable performance cannot be guaranteed on devices with lesser RAM capacities.

2. Make sure that your Hero Wars account is connected to your Google Play account, then follow these steps:

  • Uninstall the game.
  • Reboot your device.
  • Reinstall Hero Wars.

When you reinstall the game, your progress will be automatically recovered.

3. Your operating system has to be up-to-date to ensure stable performance. Check if there are any updates to your operating system.

If none of the above helps, contact our Support team. Our specialists will review your inquiry.

Battle processing error.

This error usually occurs due to an incorrect interaction between characters’ abilities. The development team monitors this issue and does its best to fix it.

As a temporary solution, try the following:

  • Change the heroes or titans on your team one by one.
  • Change the battle mode from auto to manual or vice versa.
  • Slightly upgrade any skills of the heroes or titans used in the battle.
Videos don't load or freeze.

Here is a quick video guide that covers possible solutions.

Android iOS Huawei

If videos from the Theater or Boxy do not load or freeze, follow these steps:

  • Make sure that your mobile device meets the minimum requirements — 2 GB free RAM. Stable performance cannot be guaranteed on devices with lesser RAM capacities.
  • Switch your internet connection from mobile to Wi-Fi or vice versa.
  • Reboot your device, make sure that your Hero Wars account is connected to your Google Play account, and then reinstall the game. Your progress will be automatically recovered.

  • If you use VPN services, try temporarily disabling all of them and then check if your connection has become better.
  • If you do not use VPN services, install and enable a VPN and then check if your connection has become better.

If none of the above helps, contact our Support team. Our specialists will review your inquiry.

No videos to watch.

Here is a quick video guide that covers possible solutions.

Android iOSHuawei
  • To get more videos, open Theater and click the Request button. 
  • Reboot your device, make sure that your Hero Wars account is connected to your Google Play account, and then reinstall the game. Your progress will be automatically recovered.

If you still do not get more videos to watch, it means that there are no available videos at the moment. Please wait for new videos to appear.

Videos don't grant rewards.

Here is a quick video guide that covers possible solutions.

Android iOSHuawei

1. Make sure that you are connected to a reliable network and the signal of your device is stable.

2. Switch your Internet connection from mobile to Wi-Fi or vice versa.

3. Make sure that your Hero Wars account is connected to your Google Play account, then follow these steps:

  • Uninstall the game.
  • Reboot your device.
  • Reinstall Hero Wars.

When you reinstall the game, your progress will be automatically recovered.

If none of the above helps, contact our Support team. Our specialists will review your inquiry.

Game chat doesn't work.

Here is a quick video guide that covers possible solutions.

Android iOSHuawei

1. Make sure that your Hero Wars account is connected to your Google Play account, then follow these steps:

  • Uninstall the game.
  • Reboot your device.
  • Reinstall Hero Wars.

When you reinstall the game, your progress will be automatically recovered.

2. Switch your Internet connection from mobile to Wi-Fi or vice versa.

If none of the above helps, contact our Support team. Our specialists will review your inquiry.

No Internet connection.

This issue occurs if you have connection problems.

  • Make sure that you are connected to a reliable network and the signal of your device is stable.
  • Switch your Internet connection from Wi-Fi to mobile or vice versa.
  • Install and enable a VPN. If this helps, contact your Internet service provider and inform them that there is a problem on the route to Hero Wars game servers.
Didn't find an answer to your question? Let us know.