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 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. 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 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.
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.
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.

Also, here is a quick video guide that covers possible solutions.

Didn't find an answer to your question? Let us know.