Video ads problems

In this article, you can find out what you should do if you have video issues.

Videos don't load or freeze
Android iOS Huawei

If videos 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. Closing other applications that run in the background might help to improve the performance of the game.
  • Switch your internet connection from mobile to Wi-Fi or vice versa.
  • Reboot your device, make sure that your game account is connected to Google Play, 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.
No videos to watch
Android iOSHuawei
  • To get more videos, open Theater and click the Request button. 
  • Reboot your device, make sure that your game account is connected to Google Play, 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
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 game account is connected to Google Play, and then reinstall the game.

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

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

All videos are provided and controlled by a third-party company, ironSource. If the instructions above have not helped, you can contact ironSource directly by email: mobile-customersupport@ironsrc.com. In your inquiry, make sure to specify your Hero Wars: Alliance account ID and describe the situation in detail.

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