Known Issues: Blacked Out Rooms | Unable to Switch to Area 2 | App Update Needed on iOS

We're investigating the issue with blacked-out rooms and the inability to switch to Area 2. Please submit a support ticket with your user ID and device details if you're affected.

For iOS update issues, the Facebook team is looking into it - you can reach out to them directly.

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Unable To Make a Purchase

Cleo
Updated

Having trouble purchasing in-game items? Here are a few easy steps to get things working again:

  1. Double-check your payment information.
    Make sure your payment details are correct and up-to-date. It’s easy to make a typo, so give it a quick check!
  2. Refresh your browser tab, or close and reopen the Facebook app.
    If you're on a computer, refreshing the tab can help. If you're using a mobile device, try closing and reopening the Facebook app.
  3. Check your internet connection.
    Make sure you have a stable internet connection. Getting closer to your Wi-Fi router can help improve the signal.

If these steps don’t solve the issue, don’t worry! Just select your browser or device below for a more detailed troubleshooting guide.

 

COMPUTER OR LAPTOP

Google Chrome
Mozilla Firefox
Microsoft Edge
Safari

1. Clear Cookies and Cache

Clearing cookies and cached files can help resolve purchase issues. To do this:

  1. Go to More Tools > Clear Browsing Data
  2. Choose All Time in the time range dropdown
  3. Select Clear cookies and cached files

 

2. Update Your Browser

Make sure your browser is up to date to prevent compatibility issues. Follow these steps to update:

  1. Click the three-dot menu (⋮) in the top-right corner of your browser
  2. Select Help > About Google Chrome
  3. Chrome will automatically check for updates and install them if available
  4. Click Relaunch to apply the update

If you don’t see an update option, your browser is already up to date.

 

3. Try Another Browser or Device.

If the problem continues, try making the purchase from a different browser or device.

⚠️ Note: Our game only supports Google Chrome. For the best experience, please switch to Chrome.

1. Clear Cookies and Cache

Clearing cookies and cached files can help resolve purchase issues. To do this:

  1. Click the three-line menu (☰) in the top-right corner of your browser
  2. Select Settings > Privacy & Security
  3. Scroll to Cookies and Site Data
  4. Click Clear Data
  5. Check Cookies and Site Data and Cached Web Content
  6. Click Clear

 

2. Update Your Browser

Make sure your browser is up to date to prevent compatibility issues. Follow these steps to update:

  1. Click the three-line menu (☰) in the top-right corner of your browser
  2. Select Help > About Firefox
  3. Firefox will automatically check for updates and install them
  4. Click Restart to Update Firefox if prompted

If Firefox says it's up to date, no further action is needed.

 

3. Try Another Browser or Device.

If the problem continues, try making the purchase from a different browser or device.

⚠️ Note: Our game only supports Google Chrome. For the best experience, please switch to Chrome.

1. Clear Cookies and Cache

Clearing cookies and cached files can help resolve purchase issues. To do this:

  • Click the three-dot menu (⋯) in the top-right corner of your browser
  • Select Settings > Privacy, search, and services
  • Under Clear browsing data, click Choose what to clear
  • Set the Time range to All time
  • Check Cookies and other site data and Cached images and files
  • Click Clear now

 

2. Update Your Browser

Make sure your browser is up to date to prevent compatibility issues. Follow these steps to update:

  1. Click the three-dot menu (⋯) in the top-right corner of your browser
  2. Select Help and feedback > About Microsoft Edge
  3. Edge will automatically check for updates and install them if available
  4. Click Restart to apply the update

If you don’t see an update option, your browser is already up to date.

 

3. Try Another Browser or Device.

If the problem continues, try making the purchase from a different browser or device.

⚠️ Note: Our game only supports Google Chrome. For the best experience, please switch to Chrome.

1. Clear Cookies and Cache

Clearing cookies and cached files can help resolve purchase issues. To do this:

  1. Click Safari in the top menu bar of your browser and select Settings (or Preferences on older macOS versions)
  2. Go to the Privacy tab
  3. Click Manage Website Data
  4. Click Remove All to clear cookies and cache

 

2. Update Your Browser

Keeping Safari up to date helps prevent compatibility issues.

  • Safari is no longer supported on Windows, so if you're using it, consider switching to a different browser. Google Chrome is recommended for the best experience.

  • For Safari on Mac, follow these steps to update:

    1. Click the Apple menu in the top-left corner
    2. Select System Settings (or System Preferences on older macOS versions)
    3. Go to General > Software Update
    4. If an update is available, install it and restart Safari

If there’s no update option, Safari is already up to date.

 

3. Try Another Browser or Device.

If the problem continues, try making the purchase from a different browser or device.

 

MOBILE DEVICE

Android
iPhone
iPad

1. Clear the Facebook App Cache

Clearing the cache can resolve purchase issues without deleting app data.

  1. Open Settings > Apps > See all apps
  2. Select Facebook > Storage & cache
  3. Tap Clear cache

 

2. Update the Facebook App

Keeping your app updated ensures you have the latest features and bug fixes.

  1. Open the Google Play Store
  2. Search for Facebook
  3. If an update is available, tap Update

 

3. Update Your Phone’s Operating System

An outdated OS can cause various issues, and the Facebook app only supports Android 6.0 or later. To check for updates:

  1. Open Settings > System > System update
  2. If you don’t see this option, go to About phone
  3. Follow the on-screen instructions to update

⚠️ Note: Some older devices may not support the latest Android updates, which can affect app compatibility.

1. Update the Facebook App

Keeping your app updated ensures you have the latest features and bug fixes.

  1. Open the App Store
  2. Search for Facebook
  3. If an update is available, tap Update

 

2. Update Your Device’s Operating System

An outdated OS can cause various issues, and the Facebook app only supports iOS 15.1 or later. To check for updates:

  1. Go to Settings > General > Software Update
  2. If an update is available, tap Download and Install

⚠️ Note: Some older iPhones may not support the latest iOS updates, which can affect app compatibility.

 

3. Reinstall the Facebook App

If  the issue continues, reinstalling the app can help.

  1. Press and hold the Facebook app icon
  2. Select Remove App, then tap Delete
  3. Open the App Store and reinstall Facebook

1. Update the Facebook App

Keeping your app updated ensures you have the latest features and bug fixes.

  1. Open the App Store
  2. Search for Facebook
  3. If an update is available, tap Update

 

2. Update Your Device’s Operating System

An outdated OS can cause various issues, and the Facebook app only supports iPadOS 15.1 or later. To check for updates:

  1. Go to Settings > General > Software Update
  2. If an update is available, tap Download and Install

⚠️ Note: Some older iPads may not support the latest iPadOS updates, which can affect app compatibility.

 

3. Reinstall the Facebook App

If  the issue continues, reinstalling the app can help.

  1. Press and hold the Facebook app icon
  2. Select Remove App, then tap Delete
  3. Open the App Store and reinstall Facebook
  •  

 

If the issue persists after trying all the steps, feel free to reach out to our support team. Be sure to include as many details as you can, including what troubleshooting steps you've already tried.

Can't find what you're looking for? Our player support team will be happy to help! Submit a Request