Hello; I need help desperately. I have heard of other players with this issue; and believe it's a bug in the Pogo system while playing certain Mahjong Games.I absolutely CANNOT advance in many levels of Mahjong Sanctuary (among others). I am currently stuck at level 435. Have been playing for days and cannot win even one game. Many matches I have only matched ONE SET of tiles and it's no more matching & I have to restart /play a new game. MANY others have said the same thing. I contacted help several times, and once thru live chat. They said there was nothing wrong woth their end and it was my computer. It doesn't matter what I play in (Chrome, Firefox,etc.) the game runs the same way. It also has a habit of changing tiles - not sets; the number set ups as many as 5 times before I can start to play. My membership is due to renew soon. I am highly frustrated & can't see renewing for $40 when I can't play games I enjoyed before Pogo changed to this new Format. Even in the "old" version now, I cannot get the mahjong Games (a couple different ones) to set up & play so I can win. I am tired of even TRYING to play for badges (now Pogis -silly things they are), And I have complained several times over about this. PLEASE, can someone tell someone in Pogo to FIX this situation.? The last time I complained, I ha not trouble playing for almost 2 months. Now it's doing the same thing again. Thanks for your time.

Hey there, @treeMBfGBwNO. Let's see if we can figure this out. If it's only letting you match once before the game ends, can you get a screenshot of the start of the game where it says only one match available? It would help a lot in figuring this out. Here's the information on how to take a screenshot regardless of your PC's operating system: How to take a screenshot on Windows How to take a screenshot on macOS Screenshots can help us see what you're seeing. That said, many players have completed this level and have maxed out the current biomes/animals. Perhaps someone can also give some tips for that level to help you complete it. Arrenai 🐱 Did you receive an awesome, helpful response? 👍 +XP! Was your issue resolved by a great post? 🙌 Accept as Solution ASK. ANSWER. LEVEL UP.

@EA_Arrenai Thank you for the fast reply. it is NOT the major problem as that happens rarely. And it is not a matter of needing tips to WIN - I can play days and not win - AND - it constantly changes the puzzle set up in-game! I can sit and watch 6 different set-ups for the one game I want to play BEFORE it will even let me start to match tiles. I am sure this is part of the reason I cannot win. Thanks anyway. I do believe I see myself leaving Pogo when my renewal is up this month; as I cannot play a few mahjong games and others I used to enjoy a lot. It's not worth the price to me to have to play the silliest solitaire games that are geared to others' enjoyment, and/or games that I can't enjoy. This has gotten far too ridiculous for me & I am just about out of patience.

Hey there, @treeMBfGBwNO. That's really odd that it is changing tiles on you without you using a the shuffle power-up. If you're on Windows 10, could you be able to get a short video of this happening? That can help us see what you're seeing. If you can't, that's okay, but it would help a ton to figure out what's going on. To record on Windows 10: Use the Windows key + G In the upper left corner, click on the white circle button to start recording Attempt to play the start of the game so that the issue appears on screen Click the blue square button in the upper right corner to stop recording To review and access your recording: In the upper left corner again, click on Show All Captures Press Play on the video displayed to review it Click on Open File Location and then keep track of where it's located From there, you can attach it to a post, or you can DM me the video. There's an Insert a Video button on the post editor so you can put it directly in with your text. In addition to that, can you share some information about your computer / device? It would help a lot, as well, even if you can't get the video listed above. What device are you running? (PC / Mac / Phone / Tablet) If phone or tablet, what is the model of the device? What OS is your device running? What browser version are you running? I look forward to hearing from you. Arrenai 🐱 Did you receive an awesome, helpful response? 👍 +XP! Was your issue resolved by a great post? 🙌 Accept as Solution ASK. ANSWER. LEVEL UP.

Hey there, @treeMBfGBwNO. I'm just checking in. Are you still having trouble with the tiles mixing up before you have a chance to play? If so, were you able to get the information from my last post? Arrenai 🐱 Did you receive an awesome, helpful response? 👍 +XP! Was your issue resolved by a great post? 🙌 Accept as Solution ASK. ANSWER. LEVEL UP.

@EA_Arrenai Thanks again for replying. This doesn't happen ALL of the games; but it happens frequently. It's rapid, and changes before I can even 'see' it if you will. This is VERY frustrating. Playing sometimes for a month, on & off because I lose patience, and losing EVERY game is ridiculous. There is some sort of very strange 'bug' in this game/Pogo. I have had others tell me it happens to them also, but they are too frustrated to look further as like myself, Pogo tells us it's our system. It doesn't matter what system/version computer I play on; it does it in all 'modes' if you will; Windows 10, Chrome, Edge, and others.....I understand you're trying to help, but I am about to just let membership lapse as there aren't enough other games I find pleasure playing anymore, and playing for relaxation and to spend time with friends is so not worth this trouble.

I CANNOT win games of Mahjongg Sanctuary

12 Replies

EA_Arrenai
EA Staff (Retired)
5 years ago
Hey there, @treeMBfGBwNO. Let's see if we can figure this out.

If it's only letting you match once before the game ends, can you get a screenshot of the start of the game where it says only one match available? It would help a lot in figuring this out.

Here's the information on how to take a screenshot regardless of your PC's operating system:

How to take a screenshot on Windows

How to take a screenshot on macOS

Screenshots can help us see what you're seeing.

That said, many players have completed this level and have maxed out the current biomes/animals. Perhaps someone can also give some tips for that level to help you complete it.

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? 🙌 Accept as Solution

ASK. ANSWER. LEVEL UP.
treeMBfGBwNO
5 years ago
@EA_Arrenai Thank you for the fast reply. it is NOT the major problem as that happens rarely. And it is not a matter of needing tips to WIN - I can play days and not win - AND - it constantly changes the puzzle set up in-game! I can sit and watch 6 different set-ups for the one game I want to play BEFORE it will even let me start to match tiles. I am sure this is part of the reason I cannot win. Thanks anyway. I do believe I see myself leaving Pogo when my renewal is up this month; as I cannot play a few mahjong games and others I used to enjoy a lot. It's not worth the price to me to have to play the silliest solitaire games that are geared to others' enjoyment, and/or games that I can't enjoy. This has gotten far too ridiculous for me & I am just about out of patience.
EA_Arrenai
EA Staff (Retired)
5 years ago
Hey there, @treeMBfGBwNO.

That's really odd that it is changing tiles on you without you using a the shuffle power-up.

If you're on Windows 10, could you be able to get a short video of this happening? That can help us see what you're seeing. If you can't, that's okay, but it would help a ton to figure out what's going on.

To record on Windows 10:

Use the Windows key + G

In the upper left corner, click on the white circle button to start recording

Attempt to play the start of the game so that the issue appears on screen

Click the blue square button in the upper right corner to stop recording

To review and access your recording:

In the upper left corner again, click on Show All Captures

Press Play on the video displayed to review it

Click on Open File Location and then keep track of where it's located

From there, you can attach it to a post, or you can DM me the video. There's an Insert a Video button on the post editor so you can put it directly in with your text.

In addition to that, can you share some information about your computer / device? It would help a lot, as well, even if you can't get the video listed above.

What device are you running? (PC / Mac / Phone / Tablet)

If phone or tablet, what is the model of the device?

What OS is your device running?

What browser version are you running?

I look forward to hearing from you.

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? 🙌 Accept as Solution

ASK. ANSWER. LEVEL UP.
EA_Arrenai
EA Staff (Retired)
5 years ago
Hey there, @treeMBfGBwNO. I'm just checking in. Are you still having trouble with the tiles mixing up before you have a chance to play? If so, were you able to get the information from my last post?

Arrenai 🐱

Did you receive an awesome, helpful response? 👍 +XP!

Was your issue resolved by a great post? 🙌 Accept as Solution

ASK. ANSWER. LEVEL UP.
treeMBfGBwNO
5 years ago
@EA_Arrenai Thanks again for replying. This doesn't happen ALL of the games; but it happens frequently. It's rapid, and changes before I can even 'see' it if you will. This is VERY frustrating. Playing sometimes for a month, on & off because I lose patience, and losing EVERY game is ridiculous. There is some sort of very strange 'bug' in this game/Pogo. I have had others tell me it happens to them also, but they are too frustrated to look further as like myself, Pogo tells us it's our system. It doesn't matter what system/version computer I play on; it does it in all 'modes' if you will; Windows 10, Chrome, Edge, and others.....
I understand you're trying to help, but I am about to just let membership lapse as there aren't enough other games I find pleasure playing anymore, and playing for relaxation and to spend time with friends is so not worth this trouble.
suezq54
5 years ago
I have found they want you to spend money to win I am stuck at a level too Its impossible to win But I refuse to spend money on a game you will lose even spending money
SpecKn
5 years ago
i agree, i am having the same problem. You can shuffle the tiles but it will not let you pass on to the next level. I really enjoyed this game but quit playing it or i just go all the way back to the beginning to earn a daily. lol Thinking about giving up on pogo myself. hagd
Moogan1201
5 years ago
@suezq54
Absolutely not true. I haven’t spent a cent of real money on this game. Most levels are winnable without using power ups but you might have to play it many times before you win.
suezq54
5 years ago
I see you are listed as a pro I am a 70 year old woman and listed as a novice

I feel many of us can’t play at your level so we have to use power ups
I am at level 300 I wish they would allow us to play a lower level if we want But they have it where you can’t go back to a lower level
I hope you understand my delema I just want to have fun and keep my brain functioning with these games
Thanks for your time
Sue
Moogan1201
5 years ago
@suezq54
You most certainly can play lower levels. Have you spent your stars to build your sanctuary? If you have, you can click on the little arrow in the circle on the lower right part of your screen. You have to spend your stars in order to have access to the levels.

Also, Pro and Novice have nothing to do with playing games rather it’s the amount of posts you have made in this forum.