Forum Discussion

New Rookie

2 months ago

PLEASE HELP! Mahjong sanctuary stuck in task list!

Second time posting and I am desperate for help. Customer support refuses to do anything and I am missing out on completing challenges, losing gems by not having this issue resolved!

I am having an issue loading Mahjong Sanctuary on Pogo. The game loads normally, and after I click Play, a screen appears after a couple of seconds that says a birds work is never done lets get back to the task list.

At that point the game becomes stuck. I cannot interact with anything except the task list. When I click it, a message appears saying I still have area tasks to complete. A hummingbird appears with a blank non clickable square beside it, and I cannot exit this screen unless I return to the Pogo home page.

I have tried all fixes suggested by EA Customer Support, but none worked. They advised me to post this issue in the forums where their experts can advise. I am 100% sure this is a pogo issue, not an issue on my end. My husband also has an account and has no trouble opening the game on his computer but if he logs in under my account it will not open.

Thank you for any help you can give

18 Replies

sulyns
New Rookie
1 month ago
Can you pkease tell me if there has been any more progress made in this issue?
EA_Lanna
Community Manager
1 month ago
Hi sulyns,

I've passed on that the update didn't solve the issue you've been running into. I've not heard back yet, but I have bumped it again.

If I hear back with any recommendations or updates, I'll pop into this thread and let you know.

- EA_Lanna
miket3115
Rising Newcomer
1 month ago
Thank you so much. I am very anxious to hear more.
sulyns
New Rookie
27 days ago
Hi there,
Just being a squeaky wheel. I am missing another challenge because I can't play this game which means I'm losing additional opportunities to earn pogi's for game perks. I am losingout and EA dose not want to compensate me for this Can you tell me if this has been looked into at all? Any progress made?
wench012
Rising Novice
26 days ago
Mahjong Sanctuary is stuck for me also Just started tonight PLEASE HELP
sulyns
New Rookie
26 days ago
iT'S BEEN TWO MONTHS FOR ME! I HOPE THEY CAN FIX IT SOON
EA_Lanna
Community Manager
25 days ago
Hi folks,

sulyns wrote:
Any progress made?

Sorry sulyns, I haven't heard any updates on this yet.

At the moment, we've only been able to pass on what you've shared with us sulyns to help with investigation efforts, but it may help if the others reporting this could also include those details. Could you, miket3115 and wench012, pop the answers to these questions into your replies?

abbycattx wrote:

Pogo username:

Device Type (PC. Laptop, Phone,Tablet) :

OS version (Windows 10, Windows 11, or macOS):

Browsers Tested (Microsoft Edge, Google. Firefox, Safari):

Current Browser Version Number:

DxDiag File attached: (Yes/No):

Error messages or Error Images:

Screenshots showing what’s happening:

What Troubleshooting steps you've already completed:

[Edit to add] What levels this happens on:

Need help finding the information, here is a guide > How to Report a Problem on Pogo - Complete Guide | EA Forums - 12639898

- EA_Lanna
sulyns
New Rookie
14 days ago
Hello,
We are well into month THREE of this issue and another week of special badges and pogi's not being earned because of this! WHEN will this problem be fixed? So much time was wasted by redundant back and forth emails offering the same solution, claimimg that MY end was where the issue lay and when it turned out that it wasn't MY issue, nothing has been done, no compensation offered despite repeast asking for this. I've even requested certain challenges be reset so I could progress in events but these requests also were ignored. PLEASE follow up with this issue and work on it until a solution is reached. I would have to cancel my 20+ year pogo membership because of this!