Game FAQ
  1. Help! My game does not load.
    The following steps often help:
    1: Close all internet browsers and re-open the website.
    2: Refresh the website (Ctrl + F5).
    3: Clear the cache (Ctrl + Shift +Delete, and select all except your password).

    Still doesn’t work? Try this:
    1: Check your Flash and Shockwave versions here.
    2: Try using a different browser (Internet Explorer, Firefox, Safari, Chrome, etc.).

    When a social game isn’t working, we normally add a warning notification above the game, or replace the game with a maintenance page. If the game does not load, and you see no warning, please use the contact form to inform us. We will do our absolute best to get the game back online as soon as possible.

  2. Can I play these games on my mobile device?
    You are able to play some of our games on your mobile device. Go to our website using your mobile device and you will be redirected to the mobile version. All the games listed there can be played on a mobile device. We are working on adding new games all the time, so keep coming back to check out our mobile games! Note: our social games are not playable on mobile devices or tablets, because they do not support Flash.

  3. How do I save my progress in a game?
    Progress of social games will be saved if you have a registered account. You can create a registered account by going to ‘Register’ at the right top corner of your screen. For other types of games, the high score and any awards you earn are saved to your account.

Account FAQ
  1. How do I delete my account?
    To delete your account, please click here.

  2. My email address was used to create an account without my permission. How do I delete the account?
    You can delete an account easily if you have access to the email address it was assigned to. Follow these steps:
    1: Go to this page and request a new password
    2: After receiving a new password you can unregister yourself using this page.

  3. How do I add friends?
    Click on ‘Profile’ at the right top corner of your screen. Go to the tab named ‘Friends’ and add the name of the friend you want to add. Once you’ve found your friend, click on ‘Send friend request.’ A confirmation pop-up will appear.

    You can also add friends using ‘Search for friends,’ which checks if you have any real-life friends on the website.

  4. Can I have more than 500 friends?
    You can have up to 500 friends. If you want to add more friends, you need to remove other friends first.

  5. How do I remove friends?
    Go to ‘Profile’ and click on the tab ‘Friends’. An overview of your friends can be found at the bottom of the page, where on the right side there’s an option to ‘Remove friend.’ Click on this and confirm the removal again. Your friend is now removed. You need to remove each friend individually so you don’t accidentally remove the wrong one.

  6. How can I change my account information?
    • To change or edit your name, go to Update Info.
    • To make your profile either public or private, go to profile settings.
    • To change your email address or your password, go to change password.
    • Our system does not allow you to modify gender, username, or age once an account has been created.
    If you have made a mistake, we advise you to remove the account (see ‘How do I delete my account?’ section above) and create a new account. You can then choose a different username.

  7. How can I retrieve a new password?
    To retrieve a new password click here. You can only retrieve your password if you signed up using a valid email address that you can access. If you don’t see our email in your inbox, check your spam folder. Click on the link in our email and follow the instructions. If you go through all the steps and you still haven’t received an email, try again later!

  8. I lost access to my username/profile.
    We are very sorry to hear that you have lost access to your username/profile. In this case, we are unable to recover it. It’s your responsibility to keep your profile information in a safe place. Read more about our policies on our Terms of Use and Privacy Policy, Kids & Parents.

  9. Why have I been banned?
    An account is blocked once a user violates the terms agreed with when registering. If you want to read more about players‘ responsibilities on our website, go to our Terms of Use.

Payment FAQ
  1. What are Credits?
    Credits are an in-game currency. Just like in real life, you can use credits to buy cool items. But you can also use them to speed up missions so you progress faster in the game. In games where you can buy Credits, they’re totally optional—you can decide how you want to play!

  2. Why do games use Credits?
    In the 80s, people played coin-operated games in arcades. All the little payments added up to enough to keep the arcades open and the game developers making new games! In online gaming, these small payments are incorporated into the game, so you can still play without paying. We use the money players put into Credits to improve our games, and keep giving you new ones. All games can be played for free—but if you buy a few Credits, you’re contributing to the upkeep and development of your favorite game.

  3. How do I buy Credits?
    If you can buy Credits in a game, there will be a tab at the top corner of your screen that says something like, “Add Gold” or “Add Credits.” Clicking here will take you through the payment process. Just a few clicks more and you’ll have Credits in your account. Easy!

  4. How can I pay?
    Different countries have different financial systems and laws—so the way players can pay for Credits differs around the world. When you buy Credits, you will only be shown the payment methods which are available in your country/region. Many of our players pay using credit cards, bank transfers, and via SMS!

  5. Is it safe?
    We work with payment providers to protect your financial information using advanced security methods, including encryption. We never share your financial information with anyone outside the payment process. We track all payment activity on our website to detect behavior that could indicate fraud or identity theft.

  6. I need help!
    If anything goes wrong during the payment process, we’re here to help. First, go through the same steps that we advise here . If that doesn’t solve your problem, please let us know by filling out the contact form. We’ll do our best to get it sorted out as soon as we can.

  7. My child has made a payment without my permission.
    In order to make online payments possible, we have to assume that the player making the payment has permission from the cardholder. That’s because we can’t ask to see their signature or get them to enter a PIN like a store can. We recommend that you always make credit card payments yourself, rather than giving the card to your child. If your child has used your credit card, bank account, or phone account without asking, please let us know by filling in the following contact form with as much information as you can. We’ll do our best to get the problem taken care of as fast as we can. You can find more information on this topic here.

Parents FAQ
  1. Can my child spend money?
    In some games it is possible to buy virtual goods for additional features within the game. This is completely voluntary.

    All games on this website can be played for free, but sometimes additional features may require a purchase. As parents you can authorize purchases, but players can also make payments using mobile phones, for example. Other payment methods include iDEAL, DineroMail, paysafecard, PayPal, and credit cards.

    We advise parents to discuss the possibilities and consequences of spending in-game money with your child and make sure to monitor their online behavior. You could also consider:
    • Blocking or limiting the usage of premium phone numbers on your or your child’s phone.
    • Blocking or limiting the usage of text message/SMS functionalities on your or your child’s phone.

    It’s also important for security that you never give your child access to your PIN or credit card details. If you’d like to give them money to spend online, a safer option could be using a prepaid payment system like paysafecard.

  2. What does Spil Games do to protect my child on this website?
    We take abuse very seriously and monitor our websites carefully. Our aim is to create an online environment that kids find fun and parents know is safe.

    From time to time, our security measures can be bypassed by users. Every member of our community is empowered to report any behavior or content they see that is inappropriate or abusive. If you see anything you believe crosses the line, please click on ‘Report’ next to the content or comment. We review all reported content as soon as possible and will take appropriate action.

Policy Changes
  1. Why do I have a new username?
    We changed our policy to protect our players’ privacy. We hope you like your new username!

  2. Where are my friends?
    Some of your friends’ usernames may have been changed. They’re still in your friends list, though!

  3. How does this change my account?
    You’ll still have all your old friends, your awards, and other info under your new username. You can log in using either your old or new username – your password is the same. It’s easiest if you start using the new one, as you won’t see your old one on the site anymore.

  4. Why can’t I see my comments or post any comments?
    We’ve had a policy change that affects the messaging/commenting functions of our site. We also moderate comments, so if only a few of your comments are gone, they may have broken the rules of our site.

If you have further questions about our policies or the information in this FAQ, please contact us here.