I found a way to report the issue, but have not heard back from EA Help, no case has been opened, and their phone number refers me back to the website that does not help me.
So I will report my issue here. Solitaire Home Story is not always awarding the stars I've earned, now the stars it did credit me are gone. Every time I log out, I lose the stars I've earned. I have at least 4 sets of screenshots to prove what I am saying. I have lost at least 15 stars, likely more, due to this issue. This equates to lost progress, time, and real money I used to buy the power-ups to pass the levels.
Here is one set. Please see the time in the lower right corner.
Another issue with this game, aside from what I mentioned a few days ago. I received 15 minutes unlimited play, and decided to use with it my 20 minutes unlimited use of the power up that flips the top three cards. I had five minutes left of the unlimited 15 left, yet only 27 seconds of the unlimited 20 minute power up? How does that work? The system cheated me out of 10 minutes of the second power up.
Hello! Thank you for providing the screenshots and detailed information.
"I found a way to report the issue, but have not heard back from EA Help, no case has been opened, and their phone number refers me back to the website that does not help me."
Pogo no longer has a telephone number for us to call, this service was disconnected around the time the website changed. I have seen in Pogo Forums others suggesting to "Call Pogo" however there is no telephone number, and the telephone numbers you may find in online searches are no longer valid. Please do not call any numbers.
If you indeed did contact EA Help to report this issue, then you have opened a case. To see this, you can log on to EA Help and select My Cases, this will show our history of contacting them and the status.
Missing Stars & Timing Issues
Pogo runs completely in our web browser, so keeping our browsers clean and updated is key to ensuring your device communicates properly with Pogo's servers. When sync issues occur, they're usually caused by cached data buildup, browser cookies, connection issues, or browser settings that need refreshing.
Here are some steps to try:
Clear Browser Cache and Cookies This removes outdated data that may be causing sync issues with Pogo servers.
Clear Browser History Clear your browsing history to fresh the connection.
Update Your Browser Ensure you're using the latest version of your browser
Try a Different Browser Test if the issue persists in another browser (Chrome, Firefox, Edge, Safari)
Disable Browser Extensions Ad blockers or other extensions can sometimes interfere with game timers. Temporarily disable them to test.
Check Your Internet Connection Unstable connections can cause sync issues between your device and Pogo servers. Try power cycling your router and run speed tests a few times a year to ensure your modem is clean, updated and is the speed you are paying for.
Please try these troubleshooting steps, and before your next Solitaire Home Story session, be sure to clear your browser's cache and cookies and check for browser updates. Cache and cookies can accumulate surprisingly fast and lead to a variety of issues.
Thank you for the recommendations. I did what you recommended, and still lost current progress. The progress (star count) is the only thing disappearing. The lives I have to play with stay at the current number if I log out and back in. You can see this in the shaded background in the upper lefthand corner, the number stayed at 4. The timer continues to run down to fill up the lives I have to play with, until full at 5. Since I've started documenting the losses, I have lost 12 stars, and many more than that before I finally reported this issue and started documenting the issue.
Regarding the contacting EA Help, originally, as you can see, no case has been opened. I am not sure why this is. But thank you for trying to help with this issue as well.
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