Mahjong Sanctuary - Detective Tool Bug
User: StonePnw Desktop PC Win11 25H2 Edge and Firefox v.149.0.2 both tested same issue I start the game and hit play. The message shown is "If you want to easily find all possible matches of a ti...
Forum Discussion
Level 13 on challenge wants you to buy wave but won't let you opt out and play the level. It is stuck 😐
Hello and thanks for posting! There were new features added to Mahjong Sanctuary on February 11, 2026 → Discover the new Mahjong Sanctuary Update!
What you are experiencing is called looping. Please try clearing your browser’s cache/cookies, turning off any ad blockers for the site, or try opening the game in a private/incognito window. That usually fixes it straight away. Here is the Pogo troubleshooting guide for guidance → Pogo Troubleshooting Guide | EA Forums - 10424297
If you continue to experience issues, please try all the troubleshooting steps. Here are the most common:
- Outdated browser versions
- Outdated operating system (OS)
- Browser extensions or add‑ons that interfere with game scripts
- Corrupted cache or cookies
- Device performance limitations (older hardware, low memory, etc.)
- Outdated graphics drivers (huge for gamers - this is loading & visuals)
- Hardware acceleration settings (on or off can affect performance differently)
- Security software or firewalls blocking game components (can change how cookies, permissions, connections work)
- Multiple open tabs or heavy background usage
- Power‑saving or battery‑saving modes reducing system performance
- VPNs or proxy connections slowing or blocking game traffic
- Router/Internet issues (modems and routers are like little computers and need maintenance)
- Pop‑up blockers interfering with game windows or scripts
- For Apple Users, please view this guide: Troubleshooting Guide for Apple Devices
If you have any further questions or need any further help, please do not hesitate to reach out again. Together with other players and our EA Community Managers, we will be happy to offer you more support.
This is NOT a solution as I have done everything you have suggested. I actually have a new modem/router. I can't get past the bird coming up asking for the Wave purchase.. being gypped out of diamonds and play. Either make the game playable or remove it from play until you can "fix" the issues. 😡
So basically you're saying that the game being broken is not EA's fault.
I've tried this on three different computers and every single one has the same issue.
Please fix it!
I have done everything listed above and it hasn't resolved my issue, or anyone else's apparently. Pogo might just want to take the game down since this issue has been happening to several PAYING players. And from the looks of things its not just level 12, but also level 13 as well. Also when playing I noticed that the "Got It" button was missing from the Detective Tutorial screen. Someone might want to look at that as to why no one can get out of the booster tutorial freeze.
I have been on pogo since it was a year old. Very disappointed in playing it since I have been playing Mahjong Scnchury from the first. I really liked the game and it helped reduce my stress. I can't play because the dective eye prevents me. I tried even to activate it and still not able to play. I am not a computer tech, or have their skills. I want to finish my challenges and get my badges but most of all I want to reduce my stress, I am a baby boomer so can you help an old person play her favorite game.
This is also happening to me lvl 12 cleared cache restarted computer and everything
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