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High 5 Games Help Desk

Posted on June 26, 2014 by bobbyhigh5

Every couple of weeks Elaine, High 5 Blog’s CRM correspondent, stops by to discuss ways to optimize your High 5 Casino and/or Shake the Sky experience.

Hey there, High 5-ers! I hope you’re all settling into the dog days of summer. This week I’ve got some tips to improve your experience on High 5 Casino for iOS.

1. Make sure you’re logged in

If you regularly read my column, you’ve probably heard this before, but it bears repeating because it’s so important. If you’re playing as a Guest, and your user session gets interrupted for any reason, you’ll lose all of your hard-earned progress. To keep this from happening, make sure you’re either logged into a Play Real account or connected to your Facebook account.

2. If you aren’t logged in yet, create a Play Real account

If you’ve been playing as a guest, then you’ll need to create a new Play Real account to retain your progress. You can do this by selecting the menu button in the top right-hand corner of the page, then selecting ‘Log Out.’ This triggers a pop up asking you to create a Play Real account, so just follow the prompts.

3. To help solve loading problems, try rebooting your device

If you’re having loading problems, and you’ve already checked your internet connection, closed all other open programs, and checked for updates, try rebooting your device. This is something you can try to help resolve loading issues for any number of apps on your phone – not just High 5 Casino for iOS.

I hope this helps improve your High 5 Casino Mobile experience. Let me know if there are any other problems you’d like me to address next time in the comments of this post. In the meantime, have a wonderful week and happy spinning!

60 thoughts on “High 5 Games Help Desk”

hoothigh5 on May 5, 2020 at 12:49 pm said:

Hi Phyllis, you would have to remove something from your phone to free up space.
hoothigh5 on May 5, 2020 at 12:48 pm said:

Hi, Thanks for contacting us today. We have relocated the Daily Wheel to help players load into High 5 Casino faster. To claim your daily wheel.
1. Load High 5 Casino
2. Open your Coin Store (press on Buy button near your coin balance)
3. Press on the Daily Wheel button in the bottom center of the coin store.
Once you press on the Daily Wheel, you will spin for your bonus!
We hope this helps!
Kyla williams on April 25, 2020 at 1:51 pm said:

No bonus given in morning for 2 days
Phyllis on April 24, 2020 at 11:29 am said:

Up dated game April 14, 2020. Now it is asking for another update, but my device doesn’t have enough space and I should delete some apps. Do not want any apps deleted!! There is enough room with no warning for everything else!! I enjoy playing your game but will have to delete it at this rate!!! I am using a Samsung tablet!!
hoothigh5 on November 18, 2019 at 3:38 pm said:

Hi Cynthia, please email support@h5g.com for assistance. Let the Support Team know if you are playing on a computer or a mobile device.
Cynthia on November 7, 2019 at 6:50 am said:

I’m having a problem when your company offers a new game for purchase and I hit the no thanks button why does the game pop up for play. Kopo chicken I did not want purchased. What account is being hit to pay for this game.
hoothigh5 on September 16, 2019 at 4:02 pm said:

Hi, please visit the High 5 Help Center and contact the support team by submitting a request. Please make sure to include the email that is connected to your H5C Account, your Player Level and if you play on a computer or a mobile device. The support team will get back to you as soon as possible. https://high5games.zendesk.com/hc/en-us
hoothigh5 on September 16, 2019 at 4:02 pm said:

Hi Debi, please visit the High 5 Help Center and contact the support team by submitting a request. Please make sure to include the email that is connected to your H5C Account, your Player Level and if you play on a computer or a mobile device. The support team will get back to you as soon as possible. https://high5games.zendesk.com/hc/en-us
Anonymous on September 16, 2019 at 3:24 pm said:

Please try to reinstate my first game, due to an error I guess, it put me on a new game restarting me over. I do not want to restart, I want my original game back please.
Debi Honald on September 16, 2019 at 3:23 pm said:

I lost my game somehow with high five casino where I’m fairly highly ranked I’m not sure what it is because I can’t look I contacted high five and they said I need to contact you. They I think are trying to remedy my issue but the last message they sent me said to contact you. Please help me. What’s the email
hoothigh5 on August 14, 2019 at 3:32 pm said:

please visit the High 5 Help Center and contact the support team by submitting a request. Please make sure to include the email that is connected to your H5C Account, your Player Level and if you play on a computer or a mobile device. The support team will get back to you as soon as possible. https://high5games.zendesk.com/hc/en-us
Keith C Sturgeon yr on July 25, 2019 at 1:57 pm said:

All of a sudden, we are unable to connect with high5. We are on a desk top computer using window 10.
hoothigh5 on August 22, 2018 at 5:08 pm said:

H5C is currently under maintenance. Please visit http://www.Facebook.com/High5Casino for updates.
hoothigh5 on August 22, 2018 at 5:08 pm said:

Hi Denise, H5C is currently under maintenance. Please visit http://www.Facebook.com/High5Casino for updates.
Denise Roberson on August 22, 2018 at 4:21 pm said:

I’m am unable to collect my money or get on the high 5 games
Denise Roberson on August 22, 2018 at 4:19 pm said:

I’m unable to collect my money or get on the high 5 games
hoothigh5 on November 21, 2017 at 5:08 pm said:

Hi Paul, please make sure to update your app to H5C Version 3.12.0. This will resolve the issue you are experiencing.
hoothigh5 on November 21, 2017 at 5:07 pm said:

Hi Dustin, please make sure to update your app to H5C Version 3.12.0. This will resolve the issue you are experiencing.
hoothigh5 on November 21, 2017 at 4:37 pm said:

Hey Bill please contact the Support Team via the High 5 Help Center https://high5games.zendesk.com/hc/en-us
bill miller on November 18, 2017 at 10:07 am said:

I can’t play any games it says go unlock game of your choose. But there is none to unlock so it won’t let me play been like this for2 months
Dustin Schultz on November 15, 2017 at 11:48 am said:

I had a game unlock and a pick bonus on the lobby screen try to lad at the same time. Now nothing will load and I can’t press any buttons at all. I have coins that I paid US for on there. Is there a solution?
Paul E.Weir on November 14, 2017 at 9:56 pm said:

I have been playing at High Five Casino (guest),the game had froze on me!.I know the problem is the game and not on my cellphone!
hoothigh5 on October 28, 2017 at 10:43 am said:

Hello, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear-shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Donna on October 11, 2017 at 10:59 am said:

I sent a message that I have not been able to collect free points through the periodic emails you send me. You said you apologize and fixed the problem. However I am still unable to collect from these emails. I’ve tried many times.
hoothigh5 on October 11, 2017 at 10:11 am said:

Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear-shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Bill Lemieux on October 7, 2017 at 9:50 pm said:

My game on my phone is locked up won’t let me get my free coins or unlock s game I have re booted but no changed
hoothigh5 on September 20, 2017 at 12:15 pm said:

Hey Sandra, our engineers are currently investigating this. Thank you for your patience.
Sandra Zontine on September 16, 2017 at 1:44 pm said:

It won’t let me sign if. I forgot my password and when I submit request for new one it does nothing how can I get a new password.
hoothigh5 on September 6, 2017 at 1:22 pm said:

Hello, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Anonymous on September 6, 2017 at 12:28 pm said:

I lost all my coins. Could not get into games so put in new password. ,makuschel28@gmail.com
hoothigh5 on August 18, 2017 at 12:22 pm said:

Hi Roberta, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Roberta Lorraine McKee on August 17, 2017 at 12:06 pm said:

I have gotten the bonus 2 times on Art of the Steal and it freezes up and does not go into the bonus, please addressthis problem and make it right.
hoothigh5 on August 16, 2017 at 1:34 pm said:

Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Mary Septer Johnson/ Gary L. Johnson on August 16, 2017 at 11:10 am said:

Hi ya’ll. My husband and I both have I-phones. Our problem is, we apparently have done something wrong. I don’t know if it’s Facebook or just High 5. We can’t get our regular High 5. It has us both starting over. Not sure what we did. I have a Million Dollars on mine and I think my husband has quite a bit as well. Could you please help us. My e-mail is dancinkousin54@ yahoo. Com. Gary’s is retrcrgjohnson@yahoo.com. Thanks for your help.
hoothigh5 on July 3, 2017 at 11:32 am said:

Hey Jennifer, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Jennifer on July 1, 2017 at 11:04 am said:

I have the same email and password as always it won’t let me sign in . I have in excess of 3 million points and don’t wish to lose them
hoothigh5 on June 20, 2017 at 10:09 am said:

Hi Sherri, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Sheri Golden on June 10, 2017 at 7:15 pm said:

Please help me. My High 5 Casino on facebook screen is frozen. I get my pay pots but when I try to play a game, it won’t play. I play also on High 5 Casino and it plays perfectly.
hoothigh5 on May 4, 2017 at 9:57 am said:

Hi Tammy, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Tammy on May 4, 2017 at 2:43 am said:

Yes why can’t I ever get free bonuses or coins on my high 5 app because I think always goes thru Facebook which won’t work because it says download now and I already had it downloaded
hoothigh5 on April 13, 2017 at 5:31 pm said:

Hey Richard, If you’re having trouble on your computer please try clearing your browser’s cache by holding down CTRL, SHIFT, DELETE on your keyboard and choosing to clear the cache and cookies and restart your browser. If you’re having trouble on your iPhone or iPad, press the home button twice quickly and then swipe up to close the apps you have open. If you’re having trouble on your Android phone or tablet, please visit this website for further instructions: http://www.wikihow.com/Close-Apps-on-Android. We hope this helps!
Richard Tabor on April 11, 2017 at 6:59 pm said:

I cannot open and play the games.
hoothigh5 on April 10, 2017 at 10:24 am said:

Hey Irene, Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Irene Williams on April 8, 2017 at 11:43 am said:

I purchased coins on High 5 and was charged twice for the same purchased on April 7, 2017.
hoothigh5 on March 16, 2017 at 9:45 am said:

Hey Mary, please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
Mary bowlin on March 15, 2017 at 6:38 pm said:

I had over 2 million points on high five casino and now have 56000 and was an emerald member. What is going on?
hoothigh5 on February 9, 2017 at 12:29 pm said:

Hi Nora, we’re sorry your bonus round crashed. After it crashed, you should have received a pop-up message with your bonus coins if you refreshed your browser. If you didn’t receive a pop-up, please visit the High 5 Help Center. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. Once there, please click on the ‘Submit A Request’ button at the top right corner of the website to contact our Support Team.
Nora Monk on February 8, 2017 at 7:48 pm said:

Was playing magnificent jewels, landed 3 shopping bags for a bonus round. Game froze up. Will not let me get my bonus round.. Help!!!!
hoothigh5 on January 31, 2017 at 12:09 pm said:

Hi Rick, we are sorry to hear you experienced this issue. Please contact the Support Team via the High 5 Help Center for assistance. It can be found by clicking on the gear shaped symbol leading you to the ‘Settings’ menu at the top right hand corner of the casino and then choose ‘Help’. You can contact our Support Team for assistance there by simply clicking on the ‘Submit A Request’ button at the top right hand corner of High 5 Help Center. Fill out the form and a customer care representative will email you as soon as possible.
hoothigh5 on January 31, 2017 at 12:08 pm said:

Hello, we apologize for the inconvenience. Our Engineers have put in a potential fix to the issue you are experiencing. Please force quit out of the High 5 Casino App. To force quit simply press on the home button twice quickly and then swipe up to close the apps you have open. Please let us know if this helps and restores your guest progress.
Anonymous on January 26, 2017 at 2:53 pm said:

I had to upgrade High 5 Casino and lost all my previous points and games I earned. I have bought coins several times. Needless to say I am quite unhappy about this. I will no longer recommend this game.
Rick on January 26, 2017 at 2:22 pm said:

Hi I have a problem, I have played this game for years and on the hundreds of occasions I have bought coins and normally I would just go straight out of my bank account, but last year I was messing around and somehow got it connected to iTunes and ever sense when I would buy coins they would take out extra money. On top of that I cannot upgrade the app without being charged anywhere from six dollars to $16 even though this is supposed to be a free app. I’ve been trying to figure out how to disconnect iTunes from being the go to payment and go straight out of my bank account again. Right now I can’t even upDate hi five because they keep saying payment method declined because my account is negative at the moment. I have completely erased hi5 hoping that reinstalling will reset it but since it’s coming out of the cloud on my account it still trying to charge me. Any help would be appreciated since I really like this app! And my iPhone will not let me erase iTunes from my phone
Karen Custer on May 27, 2016 at 1:38 am said:

Yes, I have been playing for months, and this is my favorite game. I signed in under Facebook originally and there wasn’t a problem, but now it won’t let me get on without creating an account, and it keeps telling me something is invalid. I have at least 15 games open now. And 64 free spins to open more hopefully. I don’t want to lose them. THANKS SO MUCH. KAREN.
dawn on January 29, 2015 at 4:02 pm said:

I can not connect to High 5 casino. It just stays in connecting mode
Anonymous on October 4, 2014 at 7:38 pm said:

my name is Judy Wheeler. I am at level 100. I can not open a game I won on the free spin and now can not even spin. I can go in and play video poker but can not play any other games. I have refreshed my bowser and that did not help. Please tell me what I can do to solve this problem.
Georgi on September 18, 2014 at 2:12 pm said:

9/18/2014 – Updated new iOS 8.0 on iPad and now my high 5 won’t open to play. Yes, I have Internet connection. I’ve rebooted..doesn’t work. I’ve deleted game and reinstalled..doesn’t work.
Anonymous on August 8, 2014 at 12:07 pm said:

I finally got on high 5 on my iPad and it took 15 minutes to clean out my 120,000 Looks like you fixed the site REALLY good AGAIN. When do you plan on letting us win a few times. It’s OLD. OLD OLD!!!!
Anonymous on July 28, 2014 at 12:46 pm said:

when I try and play shake the sky it runs very very slow I din’t know if it’s my computer error or yours. I can’t enjoy playing when it runs so slow
Anonymous on June 26, 2014 at 10:44 pm said:

I have 26 games unlocked on my IPad, but can’t seem to unlock any more. Is this the max possible.?
Karen on June 26, 2014 at 1:10 pm said:

It seams no matter what game I play or bet, I never get the free spins and what little credits I have the just get sucked up. What gives?