Trouble shooting tips

1. Purchasing
2. Account/ Login Issues
3. Technical
4. Find & Flag/ Star Questions

 

• Purchasing

A. Declined Payments
There may be multiple reasons for a payment being declined. Please verify all the information being input is exactly the same as the information registered with the bank card. Please also contact your bank as we are unable to speak to your bank on your behalf. 
If you continue to have problems paying using our website and would like to make a payment through Paypal, please write to [email protected] with the following information:
University, Professor, Class Name, Your Paypal email, Your University Email, Which Game(s) your Professor is using. 
 
B. Issues with Bookstore Access Codes
After purchasing an access code from a bookstore website please note there may be a slight delay in fulfilling your orders, however since they are fulfilled by the bookstores themselves please check in with their customer assistance by email or telephone.

If you have problems logging in with an access code from a bookstore then notify the bookstore to get a replacement or to look into the situation. Please note that individual codes can only be redeemed once, so if you have previously redeemed a code and created an account, log in at play.eigames.com/login instead.
 
 

• Account/ Login Issues

 If you are experiencing log in issues due to having multiple accounts, using a personal rather than a school email, are not seeing a game you purchased within your account, or any other issue regarding accessing your account and account status then please call us at (786) 708-6055‬ ​and leave a detailed message, or reach out to our team at [email protected].

• Technical

 A. Are you using a supported browser?
 - Up to date Chrome or Firefox (update / restart browser if necessary)
- Latest Edge
- Latest Safari
 *We do recommend using up to date Chrome if you experience issues on Edge or Safari.
 
B. Checking your Internet connection
 Are other sites experiencing slow loading times?
Are videos on other sites lagging as well?
 Check if a better connection is available, reserving game time for times when you have access to a good bandwidth as the game relies on the use of video.
 
3. Checking your computer’s performance
 Our games are interactive, so they need some computing resources.
If you are experiencing issues, please make sure browser tabs and other programs running in the background are closed completely.
 Finally, restart the computer and try accessing the game with no other programs or tabs in your browser open.
 In order to get the best experience we suggest when playing you should close all other internet windows and ensure you have a strong internet connection. If you are using WiFi then please remember that your connection is stronger the closer you are situated to the router.
If you still have questions or are encountering persistent issues please send us an email at [email protected] answering the following questions:
- What operating system and browser are you using? What is the exact version?
- Are you experiencing any issues outside of the game?
- What is your bandwidth and connection speed?
- Please be as specific as possible and describe the issues being experienced. A screenshot or video demonstrating the issues you are encountering will go a long way to let us help you!
 

• Find and Flag/ Star Questions

Currently Find and Flag Questions appear in:
Emotional Intelligent Leadership Game
Diversity, Inclusion and Equity Game

Student Success Game
Find and Flag Questions have a video that plays twice. The first time you cannot register any answers by clicking or tapping, as you are invited to pay close attention to the video. The second time the video plays it allows you to register your clicks or taps. There is no option to pause, and closing or refreshing the page may affect your ability to complete the question. We advise you to play those questions with the best connection available to you and with no other programs or tabs open, in order to avoid issues.

Star Questions appear in:
Diversity, Inclusion, and Equity Game
Star Questions have a video that plays only once, and allows you to register your clicks or taps, as the video plays. There is no option to pause, and closing or refreshing the page may affect your ability to complete the question. We advise you to play those questions with the best connection available to you and with no other programs or tabs open, in order to avoid issues.

 
If you have any issues that are not covered here then please leave us a message anytime at (786) 708-6055, or reach out to our team at [email protected].

Enjoy your experience!
From all of us at E.I. Games

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