Welcome to the Tech Support Forum! Have a problem with the site? In this thread you will find some of the site’s most frequently asked questions that users ask, and we hope this thread can help solve your problems too! If you can not find an answer to your problem in this thread, please feel free to create a thread in this forum, or use the “search bar” at the top right of the screen to see if it has been asked already. If your thread has been resolved or answered, please add [solved] to the title to avoid any confusion. It is our goal to see to it that your experience on Kongregate is a pleasant one, and that any technical problems can be resolved swiftly and effectively. * * * ## **Table of Contents:** Chat and Achievements - [Why can’t I connect to chat?](/forums/7/topics/241772?page=1#posts-5207536) - [Why didn’t I earn a badge?](/forums/7/topics/241772?page=1#posts-5207547) - [Why was my highscore removed?](/forums/7/topics/241772?page=1#posts-5208057) General Website Questions - [Why does Kongregate say my email is invalid?](/forums/7/topics/241772?page=1#posts-12663244) Game Questions - [Why does this game no longer have sound?](/forums/7/topics/241772?page=1#posts-12614640) - [Why can’t I play this game?](/forums/7/topics/241772?page=1#posts-5207530) - [Where did my saved game go?](/forums/7/topics/241772?page=1#posts-5207531) - [Why is my game screen cut off?](/forums/7/topics/241772?page=1#posts-5207549) - [Why are my arrows keys sticking?](/forums/7/topics/241772?page=1#posts-5207540) Questions about ads - [Why can't I see any in game ads?](http://www.kongregate.com/forums/7/topics/241772?page=1#posts-11419596) - [Why are ads all over the game page? They get in the way and I can't even play the game!](http://www.kongregate.com/forums/7/topics/241772?page=1#posts-11419603) - [This one ads is not working / is really annoying / is totally inappropriate! How can we get it removed?](http://www.kongregate.com/forums/7/topics/241772?page=1#posts-11419604) Account Questions - [Why can’t I sign out/in?](/forums/7/topics/241772?page=1#posts-5207532) - [How do I retrieve a stolen account?](/forums/7/topics/241772?page=1#posts-5207534) - [How do I delete my account?](/forums/7/topics/241772?page=1#posts-5207538) - [How do I change my username?](/forums/7/topics/241772?page=1#posts-5207539) - [How do I change my profile skin?](/forums/7/topics/241772?page=1#posts-6768517) - [What is my account ID](/forums/7/topics/241772?page=1#posts-13531265) Kred Questions - [Why can’t I buy Kreds?](/forums/7/topics/241772?page=1#posts-5207542) - [Why did I not receive Kreds?](/forums/7/topics/241772?page=1#posts-5207544) - [Why did I not receive an in-game purchase?](/forums/7/topics/241772?page=1#posts-5207546) Powerup Rewards - [Why can’t I link/unlink my PowerUp Rewards card?](/forums/7/topics/241772?page=1#posts-5208059) - [Why am I not earning PUR points?](/forums/7/topics/241772?page=1#posts-5208060) Moble App - [Why can’t I run the mobile app?](/forums/7/topics/241772?page=1#posts-5219445) (no longer supported) * * * We are always looking to add to this list – did we miss anything? Send an e-mail to [support@kongregate.com](mailto:support@kongregate.com) or [send a PM to TheRealPip](http://www.kongregate.com/accounts/TheRealPip/private_messages)!

# Why can’t I play this game? Is your game screen black, or unresponsive to clicks? Check out these basic steps to see if it can help solve your problem. These steps are usually what you should try first if you are having a problem with the site: **0. Is your game a flash game?** If so, and you are having issues with SuperNova (or your local flash install which you have somehow kept running), I suggest that you take a look at [this post](https://www.kongregate.com/forums/1-kongregate/topics/1954038-usermade-solution-to-the-flash-games-situation) which shares a browser extension that should help with Flash games. **1. Is your adobe flash player up to date?** [http://get.adobe.com/flashplayer/](http://get.adobe.com/flashplayer/) Adobe Flashplayer is what most of our games run on, and having the latest version is important in insuring that games on our site run properly on your computer. If the game is Java or Unity, please trying updating your [Java player](http://www.java.com/en/download/index.jsp) or [Unity web player](http://unity3d.com/webplayer/). Please note: The Unity Web Player is no longer supported and has been deprecated. **Update:** Is your flash player in protected mode? Please review this [post](http://forums.adobe.com/thread/1018071?tstart=0) to see a solution that may help. **Update:** Obviously, Flash is no longer supported. So try SuperNova (or see the above suggestion "#0"). **2. Is your web browser up to date?** Having an up to date web browser provides you with the most compatible version for our site. If your web browser is up to date but still not working, does using a different web browser help? There are known errors with Internet Explorer having problems running our games, and we would recommend using Edge, downloading [Firefox](http://www.mozilla.org/en-US/firefox/fx/) or [Google Chrome](http://www.google.com/chrome) instead. These web browsers have shown to be faster than Internet Explorer and more compatible with many web features. **3. Are your flash settings set to unlimited?** To check, right click (ctrl + click for Macs) the game screen and select “Global Settings” or “Settings” if available. From this screen you should be able to select “Storage” and change your flash settings to unlimited. Games save data to your computer for later use, and having a limited storage may prevent the game from working properly on your computer. No worries though – they don’t take up a lot of space at all. **Update:** Make sure chat.kongregate.com and assets.kongregate.com are set to unlimited. **4. Are you currently running any add-ons or extensions from your web browser, such as AdBlock, FlashBlock, or CCleaner?** Certain add-ons may interfere with your gameplay, and we would recommend disabling these add-ons to see if that helps your game work again. Please note: creating an exception for Kongregate may not be sufficient, so disabling any of these add-ons is our suggested step. **5. Do you have the correct date/time on your computer?** We know this sounds trivial and unrelated, but in the past we have found that having the incorrect date on a computer will cause some security certificates to break – which could inhibit your gameplay or browser use. **6. Make sure you’re using the correct URL.** If the URL you are playing from does not start with "[https://www.kongregate.com/](https://www.kongregate.com/)" your game might not load correctly. Notice how there is a "https://" in front of that URL. **7. If you are using ~~Chrome~~ Chrome Firefox or Edge, make sure Flash is enabled.** ~~Chrome~~ All these browsers now have Flash blocked by default. To remove the block you have on Flash click the puzzle piece icon to the right of the URL with a small, red X on it. You might even have to specifically put Kongregate in your "allow" list and specifically enabled Chrome to use this list [steps](https://kong.zendesk.com/hc/en-us/articles/115001173523-How-to-make-Flash-really-actually-truly-work-in-Chrome). **8. If you are using Opera, make sure Flash is enabled.** First off, Opera is not an officially supported browser for this site. Having said this, Opera has started blocking flash by default, so make sure that is now enabled specifically. **9. Disable your extensions/addons/plugins (leave Flash up).** Kongregate is not designed to work with extensions/addons/plugins. That is not to say that it won't work if you use them, just that it is not gaurenteed to work if you do use them. Disable them. If that fixes the issue, turn them back on 1 at a time until you find the one that caused the problem. [Here](http://www.kongregate.com/forums/7-technical-support/topics/243751-games-challenges-not-working) is another helpful thread for Chrome users that _may_ explain your problem.

# Where did my saved game go? Save games and game progress on Kongregate are stored as Flash cookies (.sol files) on your computer. If you have lost your progress in a game, it may be because you are playing on a different machine, or because you have deleted your cookies and temporary internet files. You may also want to doublecheck that your browser is not set to automatically clear your cookies. This tends to happen after recently upgrading to a new browser. If you’re having trouble with saves, this list might help: 1. **Don’t clear your cookies or history.** This is important. To check if your web browser is set to automatically clear cookies, try going to “Options” or “Tools” and view “Privacy” or “Security”. This varies from browser to browser, so we would recommend using Google to find the exact steps on how to find your browser’s cookie settings. 2. You may need to tell your computer to **allow more space** for the game to use on your hard drive. You can adjust your settings by right clicking (control+click on Macs) in the game window, going to “Settings”, then “Storage” (it should show a little file folder). I would recommend setting it to unlimited. 3. Make sure “private browsing” is **OFF.** 4. Make sure “clear browser history on exit” is **OFF.** 5. Make sure “block sites from setting any data” is **OFF.** (for Chrome users) 6. **Don’t run a program that deletes stuff** , like CCleaner or Better Privacy If you are playing on a different machine, then you should be able to transfer your saved game from another computer. Here’s a nice tutorial on how to find a saved game: [http://www.kongregate.com/forums/3/topics/29816](http://www.kongregate.com/forums/3/topics/29816) Additional Help: [http://www.kongregate.com/forums/60/topics/234515](http://www.kongregate.com/forums/60/topics/234515) 7. **Update for FireFox Users on Mac:** If you are having trouble playing Flash Games in Firefox on Mac, you may need to configure Firefox to allow access for Flash to save files to your computer. This issue surfaced with Firefox 62. You can find more details [at this ZenDesk article](https://kong.zendesk.com/hc/en-us/articles/360015624552). 8. **Update for Chrome Users:** Did you update to Chrome v.21 lately? If so, this new version has a known issue of not transferring sol. files to its new Flash folder. To transfer them manually, go to “computer”, click the main drive (Usually C) and type “chat.kongregate.com” in the search bar. A few folders should appear. Click the one saying “[…]AppData\Roaming\Macromedia\Flash Player\#SharedObjects[…], copy its content (To copy everything, press down the shift button, click the first item and last item without releasing, right-click and select “copy”) search for “chat.kongregate.com” again, pick the folder saying “[…]AppData\Local\Google\Chrome\User Data\PepperData\Shockwave Flash[…]” and paste the content of the first folder to this one. (Courtesy of MadJedi) **Update**: C:\Users\YourUserName\AppData\Local\Google\Chrome\User Data\Profile 1\Pepper Data\Shockwave Flash\WritableRoot\#SharedObjects\[8 random letters and numbers]\chat.kongregate.com\gamez\ **Update**: [For Unity Savefiles](http://www.kongregate.com/forums/1-kongregate/topics/327479-where-are-unity-games-cookies-located) 9. **Update for Opera Users:** (as of February 2015) Opera browser update (v27.0; released January 27, 2015) changed the locations of save files to: C:\Users\[Username]\AppData\Roaming\Opera Software\Opera Stable\Pepper Data\ShockwaveFlash\WritableRoot\#SharedObjects\[Random numbers and letters] 10. If all else fails, you can also try this page https://kong.zendesk.com/hc/en-us/articles/205101775-What-happened-to-my-saved-game-.

# Why can’t I sign out? Typically when someone is unable to sign out, it is a result of following a bad page or the page is trying to redirect to a page that no longer exists. If you try to sign out and you are re-directed to this page: [http://www.kongregate.com/session](http://www.kongregate.com/session), try clicking the link below and _then_ sign out: [http://www.kongregate.com/session/new](http://www.kongregate.com/session/new) # Why can’t I sign in? There can be quite a few reasons why signing in does not work, so we’ll go over a few steps. Let’s begin with the basics: Are you entering your username and password correctly? I know it sounds simple, but we all make that mistake sometimes. If that wasn’t it, what happens if you try signing in from this link? [http://www.kongregate.com/session/new](http://www.kongregate.com/session/new) If that doesn’t work, you may want to try clearing your recent cookies/cache. One hour back should be fine, just to kick things into place. Here is a guide on how to clear your cookies for your particular web browser: [http://www.wikihow.com/Clear-Your-Browser%27s-Cookies](http://www.wikihow.com/Clear-Your-Browser%27s-Cookies) Restart your browser after doing this, and follow the Kongregate link above and see if that helps. If you continue to experience problems, you may want to try requesting a password recovery token. To do so, simply select “Forgot Password?” when signing in, and enter your **username** (we would not recommend e-mail if you use multiple accounts per e-mail), and you will be sent a password recovery token to your e-mail address. You should be able to change your password and sign into your account through that way. * * * If none of this works, there is the possibility that your account was stolen. Please review [this](/forums/7/topics/241772?page=1#posts-5207534) post on how to handle a stolen account situation.

# How do I retrieve a stolen account? We would like to add that no one can “hack” into your account (or us administrators would be out of business! :P) The only way for someone to gain access to your account is through the following steps: - You gave your password to someone. - Your password was easy to guess. - You share a computer with someone who stole it. - You downloaded a keylogger. As long as you keep your information safe and secure, your account will be _safe and secure._ In the event that your account has been compromised, we can not guarantee we will be able to retrieve your account. In the past we were able to do so, but as the site grows, we must rely on our users to be responsible for their own accounts as it takes up a lot of our time when users repeatedly have their accounts stolen. **Never** give your password to anyone, for whatever reason. Consider adding Email Verification or Multi-factor Authentication to your account to prevent these issues in the future. [More information on those is available here.](https://kong.zendesk.com/hc/en-us/articles/360028625612-Multi-factor-authentication-on-Kongregate)

# Why can’t I connect to chat?  Does your chat currently show a red plug in the top right corner? If so, you may not be connected to our scoring server. There can be a variety of reasons that may cause this, but here are a few of the most common reasons and steps on how to fix it: 1. First, try a **refreshing or restarting your web browser.** We know it sounds simple, but it works more often than not! If simply refreshing your web browser does not work, try **restarting your computer.** 2. **Check that you don’t have a firewall, proxy, ad-blocker, or browser add-on interfering with chat loading or connecting.** Make sure that ports 5222 and 5229 are allowing traffic on your network. We would also recommend that you try reinstalling your flash player. [To learn how to uninstall it, check out the Adobe Help Center.](https://helpx.adobe.com/flash-player.html) You can then reinstall it here [http://get.adobe.com/flashplayer/](http://get.adobe.com/flashplayer/). If you’re running Norton Antivirus Security, check your settings to see if it’s blocking our connection. 3. **Does using a different web browser provide a different result?** If so, this may be an issue with your web browser. Reinstalling your web browser may help set things back into place, but if it not, we would recommend finding a compatible web browser for our site. If you are running any add-ons/extensions, try disabling them to see if that changes anything. Then you can turn them back on one at a time until the chat stops working to find out which add-on is causing problems. 4. For Firefox users, **is your adobe flash player in protected mode?** Review this [post](http://forums.adobe.com/thread/1018071?tstart=0) for more information. 5. **Do you have the correct time and date on your computer?** It sounds weird, but security certificates require your computer’s date to be correct or they may expire. Check that you have the correct date and time, and refresh the page. 6. **Make sure you’re using the correct URL.** If the URL you are playing from does not start with "[https://www.kongregate.com/](https://www.kongregate.com/)" your chat light will remain red and you will not be able to collect any cards or badges. Notice how there is a "https://" in front of that URL. 7. **If you are using Chrome, make sure Flash is enabled.** Chrome has Flash blocked by default. To remove the block you have on Flash click the puzzle piece icon to the right of the URL with a small, red X on it. You might even have to specifically put Kongregate in your "allow" list and specifically enabled Chrome to use this list [steps](https://kong.zendesk.com/hc/en-us/articles/360031911432-Announcement-Chrome-Ver-76-Flash-Updates). 8. **If you are using Opera, make sure Flash is enabled.** First off, Opera is not an officially supported browser for this site. Having said this, Opera has started blocking flash by default, so make sure that is now enabled specifically. 9. **Disable your extensions/addons/plugins (leave Flash up).** Kongregate is not designed to work with extensions/addons/plugins. That is not to say that it won't work if you use them, just that it is not gaurenteed to work if you do use them. Disable them. If that fixes the issue, turn them back on 1 at a time until you find the one that caused the problem. [Here](/forums/7/topics/16915) is a bit more information that may be useful. * * * If these steps do not work, you can e-mail [support@kongregate.com](mailto:support@kongregate.com) for further assistance. You can also post in this technical forum. If you do, please be clear on any errors you are recieving (if you are familiar with the Javascript console, you can check for errors there). Please post a screen shot (make sure to scroll all the way up so that we can see your profile bar, and be sure the broswer window is large enough to see below the game area).

# How do I delete my account? The administration can either physically remove an account from our site (irreversible) or permanently ban your account from the website upon request. If you wish to have your account permanently banned, please contact [support@kongregate.com](mailto:support@kongregate.com) using the e-mail address you used to register your account. The administration will e-mail you back for confirmation, so please use a valid e-mail address. If you really really want to have your account deleted, then check out the following [link](https://kong.zendesk.com/hc/en-us/articles/360049211251-How-to-delete-your-account). They will remove stored information upon request as well, such as e-mail address, developer payment information, and stored payment information.

# How do I change my username? Unfortunately, Kongregate can no longer offer username changes. In the past the administration was able to do so, but now that the site has grown they don’t have enough staff to adequately provide the service for how _many_ people who would want to use it. Additionally, changing names is confusing to users, mods, and admins, and can cause some problems with the database setup. However, they do offer capitalization changes if you are wanting certain letters in your name (un)capitalized. Alternatively, you are free to make an alternate account with the desired username (so long as it isn’t taken.) The only downside to this is that you are starting off at level 1, but it should be fairly easy to earn certain badges if you are using the same computer. If you created your account with Facebook, you can change your name away from the system-generated name once by navigating to your profile settings and choosing a new name.  The administration does have an exception to username changes: If your account was banned for inappropriate username, you can e-mail [support@kongregate.com](mailto:support@kongregate.com) to change it. Please include your desired username, and make sure it is not taken already.

# Why are my arrows keys sticking? Are you playing a game, and suddenly you keep running in a direction without pressing the key? This is known as “Sticky Keys”, and it is generally seen in Internet Explorer, though it has been known to happen in other web browsers. Here is a helpful guide that may fix your problem: [http://www.kongregate.com/forums/7-technical-support/topics/67250](http://www.kongregate.com/forums/7-technical-support/topics/67250) We would recommend experimenting with different web browsers to see if the problem persists, or if updating your web browser helps any. Here is a helpful guide for Google Chrome users who experience keyboard problems: [http://www.kongregate.com/forums/7/topics/246007](http://www.kongregate.com/forums/7/topics/246007)

# Why can’t I buy Kreds? There may be different factors as to why you can not buy Kreds, but here are the basics: 1. An account will automatically be blocked from purchasing Kreds after three failed attempts of purchasing. You can e-mail [kreds@kongregate.com](mailto:kreds@kongregate.com) to get unblocked, and please be sure to include your username and your full name as it appears on the credit/debit card. 2. Your account may have been blocked due to suspicious activity. Typically when an account is blocked for suspicious activity, one of the administrators will either give you a phone call or an e-mail provided in your verification information. It is important that you reply to any inquiries regarding Kreds purchases, as failure to do so may result in a permanent banning of your account through Kreds fraud. 3. If you are attempting to make a mobile purchase through Boku, but your country it not on the list, you are unable to buy Kreds through Boku. Kongregate apologizes for any inconvenience this may be to our foreign players, but high taxes and negative profit were a deciding factor.

# Why did I not receive Kreds? Did you purchase Kreds, but not receive them? There are a few reasons that may have caused this, and luckily they are easy to fix: **1. If you are making a purchase using your credit/debit card**, entering incorrect information may result in your funds being put on hold without earning Kreds. This would appear that your account was charged the amount of money, but it will be refunded within 2-3 business days. Things to doublecheck before making a credit/debit card purchase: - Address is correct - Postal code is correct - CVV code is correct (security code) These are the three main factors we have found that may cause a transaction to fail. You can contact [kreds@kongregate.com](mailto:kreds@kongregate.com) to make sure, and please include your username, name, and the last four digits of the card number used. **2. If you are using Paypal** , and you did not receive Kreds, this may be a result of paying through “eCheck” and not direct withdrawal. An eCheck may take up to 3-5 business days to process, which we would not recommend doing. We would suggest that you link your Paypal directly to your bank account (instructions are detailed on the Paypal website.) If you are concerned this is the case, you can contact [kreds@kongregate.com](mailto:kreds@kongregate.com) using the e-mail address listed above (please include a copy of your receipt.) **3. If you are missing Kreds through REVENUE UNIVERSE or our free Kreds offers** , you will need to contact REVENUE UNIVERSE. For support with any free kred offers on Kongregate, or to check the status of a pending offer, visit the Get Kreds page, click “Fund your account”, choose “Earn Free Kreds” and click “Support” (top right corner) to view your pending offer status. From here you will also be able to contact the customer service team at REVENUE UNIVERSE about your missing Kreds. You can also check out [this Kongregate support page on Revenue Universe offer issues](https://kong.zendesk.com/hc/en-us/articles/360039944751-I-haven-t-received-my-Kreds-from-the-Revenue-Universe-Offerwall). **4. If you are having issues with prepaid gift card purchases, please contact the [support team](mailto:kreds@kongregate.com) for assistance.** **5. If you are missing a Boku transaction,** please wait a while for the transaction to show up. Being all mobile, there may be a slight time delay for everything to process. If you have not received your purchase within a reasonable amount of time, you will need to contact Boku support ([http://www.boku.com/support/](http://www.boku.com/support/) and select “Submit a Request”.) They will be able to locate the transaction and contact us to fund the account. If you’ve only received a partial amount of Kreds, please follow the same steps above. * * * For support with any other Kreds inquiries, please e-mail [kreds@kongregate.com](mailto:kreds@kongregate.com).

# Why did I not receive an in-game purchase? Were Kreds deducted from your account, but you did not receive your purchase? This may be a result of many factors, including a bad internet connection, or a bug within a game. If you do not receive an in-game purchase, your first step would be to get in contact with the game’s developer. Kreds game tend to have support staff whose job it is to work with Kreds, so they should be able to help you acquire missing purchase. To do so effectively, please follow the steps below: - On the game’s page, select **“Report a Bug”** near the rating stars, under the game. Alternatively, if the game has already set up a support e-mail or reporting function within the game, you may want to use that instead. - Include your Username, Date and time of the purchase, Amount of the purchase (Kreds, and item(s)), and a screenshot of your deducted Kreds (proof of purchase.) Here is a guide on how to take and save a screenshot: [http://take-a-screenshot.org/](http://take-a-screenshot.org/) We would recommend uploading the screenshot to tinypic.com and sending the developer the link in your report. - Allow adequate time for a response back. This may be anywhere from a few hours to several days. If you do not receive a reply back from the developer, or you do not receive the response you wish, you may contact [support@kongregate.com](mailto:support@kongregate.com) with your claim. Please include the original message you sent to the developer, and if applicable, the response you received from the developer. The administration is more than willing to provide any information to the developer necessary, and will work with you to see to it that your experience is a pleasant one.

# Why didn’t I earn a badge? An achievement may fail to award either due to connection issues (see [Why can’t I connect to chat?](/forums/7/topics/241772?page=1#posts-5207536) question), or an in-game API problem. You can go to [http://www.kongregate.com/feedbacks/new](http://www.kongregate.com/feedbacks/new) and select “report missing card or badge.” Fill out the information and attach a screenshot and we’ll be more than happy to manually give you the achievement. Good screenshots include: - Proof of achievement accomplished. - Username visible in screenshot. - Actual size screenshots (please don’t shrink it down to tiny.) If you are missing multiple badges within the same, a badge report for each badge will need to be filed. Please only select badges you are missing. If you are filing a complaint about something else, please don’t select a hard badge to file a report about a medium badge, etc. Please do not select old/expired challenges to file a complaint about the game or a badge. :) Those will get denied. You can e-mail [support@kongregate.com](mailto:support@kongregate.com) for inquiries about a game. If you are missing an achievement, and you go to report it but it is not on the list, that means you have already earned it and there may be some lag between the game and the badge showing up. For Badge of the Day – only reports filed _on the day_ of the Badge of the Day can be awarded the bonus BotD points.

# Why is my game screen cut off? If you are playing a game and it looks like the game is being cut off by the edge, your screen or game screen may be zoomed in. Try selecting **“Ctrl +”** or **“Ctrl -”** to see if that adjust things correctly (you can also hold ctrl and scroll your mouse wheel if you have one.) You can also select **“Ctrl 0”** top reset back to default. (Mac users need to press the “Command” button instead of Ctrl)

# Why was my highscore removed? We have an automatic system where Kongbot goes through and clears out any outlying or suspicious scores. If you find that your score has been removed, you can e-mail [support@kongregate.com](mailto:support@kongregate.com) to retrieve your score and have it unhidden. Please include your username, the name of the game, and the name of the highscore that is hidden.

# Why can’t I link my PowerUp Rewards card? - Deprecated *Are you having trouble linking up your PowerUp Reward account? First, let’s go through the basic steps: 1. Select link: [http://www.kongregate.com/accounts/Username/powerup\rewards](http://www.kongregate.com/accounts/Username/poweruprewards) (Replace “Username” with your username) 2. Select “Link My Account”. (Note: If this button is not working, you may want to try from a different web browser and make sure your screen is not zoomed in, or that you do not have any pop-up blockers.) 3. Enter your PowerUp Reward account number. This is the 13-digit number located on the back of your PowerUp Reward card you received at your local GameStop retailer. 4. Select to finish. If you receive an error, this may be a result of an invalid/inactive account number. You can e-mail inquiries to [pur@kongregate.com](mailto:pur@kongregate.com) and they can further assist you. please include your username, and your PUR account number.* **Please note: As of July 1st, 2018, Kongregate no longer supports GameStop, Power-up Rewards or any other linked promotions.**

# Why am I not earning PUR points? - Deprecated PowerUp Reward points can only be earned daily by completing the “Badge of the Day”, located at the top of the achievements page here: [http://www.kongregate.com/badges](http://www.kongregate.com/badges) You do not earn PUR points from all badges on this site that you earn. You can also earn points from downloading the Kongregate Arcade app and signing into it, purchasing Kreds, and just by linking up your account. We also have promotions from time to time for bonus points. If you are not earning points from Badge of the Day, please e-mail [pur@kongregate.com](mailto:pur@kongregate.com) and be sure to include your username and PUR account number. This may be a more serious problem, and we can manually award you the points. **Please note: As of July 1st, 2018, Kongregate no longer supports GameStop, Power-up Rewards or any other linked promotions.**

# Why can’t I run the mobile app? Having trouble downloading the [Kongregate Arcade](http://www.kongregate.com/android) android app? First you may want to check that your phone has the correct specifications: - Android 2.2 with Froyo or higher - Adobe Flashplayer 10.1 or higher - ARMv7 CPU Processor or higher - A screen size not considered a “small screen” phone Here is a list of phones that can support Adobe Flashplayer 10.1 or higher: [http://www.adobe.com/flashplatform/certified\_devices/smartphones.html](http://www.adobe.com/flashplatform/certified_devices/smartphones.html) **Note:** Unfortunately, Android 4.0 and higher has dropped support for Adobe Flash and is incompatible with our app unless you find some backend way to get Adobe Flash. While this is not recommended, your moral choices are up to you. Any further problems or errors can be reported to: [mobile@kongregate.com](mailto:mobile@kongregate.com)

# How do I change my profile skin? If you are a [Kong+](http://www.kongregate.com/plus) member, you now have access to our special profile skins for your Kongregate account. To change your profile skin, please follow these steps: * * * Step 1: Open up your profile Step 2: Select the dropdown menu options Step 3: Select “Choose Skin” Step 4: Choose the skin you want, then select “hide this widget”. * * * New skins are added every so often, so check back for more updates later on.

# Why can't I see any in game ads? Do you have difficulity viewing ads? There can be a variety of reasons that may cause this, but here are a few of the most common reasons and steps on how to fix it: * Disable any add-ons/extensions/plugins that you have running. Restart your browser. If this resolves the problem, turn them back on 1 at a time until you find the one that is causing the problem and leave that one off. * Ensure that you are using a modern and supported browser, which is up to date on its updates. This site is gurenteed to work with the current production version of Edge, Chrome, Firefox and Safari. If it isn't one of those browsers (Internet Explorer, Opera, Waterfox, etc) or isn't the most current version (ie you have turned off auto-updates), then make sure you are and try again. * Try a different browser. This is not to say that you need to continue to use the different browser, but it is helpful to understand if the issue is only when you use Chrome or it happens on every browser. * Is it always a specific in-game ad that isn't working? Meaning, most game ads work ok and it is only the one or two ads that always have issues? If so, then you should [report that individual ad to support@kongregate.com](http://www.kongregate.com/forums/7-technical-support/topics/241772-technical-support-f-a-q#posts-11419604).

# Why are ads all over the game page? They get in the way and I can't even play the game! This sounds more like you have some malware or adware installed on your computer. Kongregate doesn't serve or place ads that gets in the way of playing the game. If it is just a specific add that sometimes comes up, you might want to check out how to [report sucky ads](http://www.kongregate.com/forums/7-technical-support/topics/241772-technical-support-f-a-q#posts-11419604). If the ads are there all the time, then it sounds like adware. To get rid of them, try the following steps: 1. First off, run a malware scan. Some free options include MalwareBytes and Spybot. They are free to download and scan and you can remove anything that they suggest. 2. If that does not resolve the issue, disable any and all extensions/add-ons/plugins you have going (you can leave Flash up). This specifically and especially includes an ad blocker (I know, it seems counter intuative, but trust me for a bit). Then restart your browser. Look again at the page to see if any of the ads say "served by ____". Then check your add/remove programs list specifically for this program name. Uninstall it if it is there. 3. If that does not resolve the issue, look through your add/remove program list for _any_ entry that you do not reconize. Pay special attention to the name and publisher. Anything that you don't reconize is suspect and you should consider removing (especially if the date is recient). 4. If that does not work, then please post a screen shot in the techncial support form. Be sure to scroll all the way up (so we can see your profile bar) and make sure that the browser window is large enough to see below the game area. 5. You can also try the suggestions at the following Kong tech support link: https://kong.zendesk.com/hc/en-us/articles/360001100603 (this article also shows all the locations Kongregate puts ads on the page... so if you find one that isn't in that spot, or that doesn't have the Adsence controls, you very well might have some malware/adware that is injecting ads onto your page).

# This one ads is not working / is really annoying / is totally inappropriate! How can we get it removed? If your problem is just with a single ad (it is not appropriate in a PG-13 enviornment, it causes huge amounts of lag, opens a full screen video or spills out beyond the borders where the ad should be contained, etc), you can report it for support to remove from the pool. To do this, just following the below instructions: 1. When you see a sucky ad, right click and select the Inspect menu, then click on the ad. This will show you the javascript calls that generated the ad 2. Expand and scroll the window so that you can see all the way up to the code that says “div id=\”google\_ads\_div\_kong….\" – it will say different things after kong depending what page you’re on. 3. Take a screenshot and email it to [support@kongregate.com](mailto:support@kongregate.com) Here’s an example of a good screenshot. I can tell the ad came from mediaplex.com (it also has the helpful bonus of showing the ad itself and where it is on the page): 

# Why does this game have no sound all the sudden? Does a game that used to have sound suddenly not? Due to a recient Chrome update, some users are having to adjust a sestting to make sound work in some games. Navigate to chrome://flags/#autoplay-policy and in the drop-down menu pick "no user gesture required".

# Why does Kongregate say my email is invalid? Are you trying to report a bug or missing achievement, only to get an error indicating your email address is invalid? Are you thinking to yourself, "Self, I know my email address is not invalid, because I just got email this morning."? Well, Kongregate isn't actually saying the email address itself is not a valid email address. What the error is saying is that it is an invalid input for the form because Kongregate isn't allowed to send an email to that address. This error happens because, some time in the past, you requested that Kongregate not send you any more email. This is usually done by clicking on a link in the Newsletter asking for this (to no longer send email to your address). Because Kongregate can't send an email to the address, it gives the "invalid" error and doesn't let you submit your bug report/missing badge report/whatever. **UPDATE:** This issue has been reciently reported by users who have never requested not to be sent email. If you believe you fall into this catagory, then go into your profile settings and change your email. You can change your email to the same thing. During the process of changing your email you may need to re-log in once or perhaps twice at the most. By resetting your email (even changing it to the same thing), it seems to clear some flag that has been set. If this fixes your problem, then great. If not, then try one of the two options below (because if it is not fixed after this, then you must have asked Kong to block your email sometime in the past). To fix this you have two options: 1. You can change the email address linked to your Kongregate account to one that you have not asked Kongregate to not send emails to. (**NOTE**: see the update above, if this applies to you you can change your email to the same thing if you want). 2. You can email [support@kongregate.com](mailto://support@kongregate.com) asking them to remove the block on your email (be sure to send the email from the email account that is linked to your Kongregate account. As an asside, if you don't want to get the newsletter, it is better to indicate this in your profile prefrences, instead of asking Kongregate to block any and all email it sends to you.

# What is my account ID? Some players have a desire to know their account ID (also called their Kong ID). This is different from your user name. To find your account ID (which is a bunch of numbers), do the following: 1. Go to your profile page (click your profile name at the top right area of any Kongregate.com page. 2. Click on your forum post count (which might be zero.. that is ok). This is located toward the top of the page, on the right side. 3. This brings up your posts (and you might not have any... that is fine). Look at the URL. It will look something like "https://www.kongregate.com/users/1287678/posts". See that number there just before the word "posts"? That number is your Kong ID. In this example, the Kong ID would be 1287678.