Customer Support

Something in the game is not working properly!

Many problems can be solved by restarting the game. You can close the game via the task manager on both Apple and Android devices and open it again with a tap on the “EMHQ” icon.
If that doesn’t help, restart your device and open EMERGENCY HQ again.

If this does not solve the problem, please check the other entries in this FAQ or use the contact form at the bottom of this page to reach our support.

How do I upgrade my Headquarters?
Your Headquarters can be upgraded if you have enough coins and reached the required player level. Complete missions to earn coins and experience points!
You open the upgrade window by tapping the Headquarters and then tapping the top button in the ring menu.
The upgrade window shows the cost and required player level for the next upgrade.

How do I unlock new forces?
New depot buildings with new forces and much more become available in the shop whenever your Headquarters levels up.

How do I upgrade my depot buildings?
Your depot buildings can be upgraded if you have enough coins and your Headquarters has reached the required level.
You open the upgrade window by tapping the depot building and then tapping the top button in the ring menu.
The upgrade window shows the costs and the required main building level for the next upgrade.

You get the orange TYP currency (thumbs-up icon) in-game from rescued people.
In each mission, you have a certain % chance (displayed in the loading screen) to get a TYP upon successful completion. If you are using a multi-booster, the TYP gained will be doubled.

The green REP currency (arrows icon) is used to repeat missions for additional rewards and to skip waiting times between 1v1 missions. You can get REP for free from supply crates and other rewards, or buy them in the shop for EMeralds.

I purchased a pack that included a building – the building is gone

The building is probably in your inventory.
To open your inventory, go to your base and tap on the menu button (triple bar ≡) on the right edge of the screen. The menu should now open. Then tap on the package button. Then select the “Buildings” tab (house + car symbol). If you find your building here, tap on it to place it in your base.

I purchased something for real money but did not receive it

Although in the vast majority of cases purchases are credited immediately, processing can sometimes take up to 24 hours.
Do not make the same purchase again! This would not affect your original purchase and could result in paying twice.
Please wait 24 hours after the purchase before taking any further action.

I have waited 24 hours, restarted EMERGENCY HQ and still got nothing

If you purchased through the Apple Appstore, please contact Apple Support. Apple handle all App Store purchases themselves.

If you purchased through the Google Playstore, please use the contact form at the bottom of this page to reach our support. Normally, our support needs a picture of your order confirmation on which your order ID is visible.

When starting the app I see the Sixteen Tons Entertainment logo and then just a black screen

Please make sure that there is enough free storage space on your device.

If you’re playing on Android, you should also check permissions in the “Apps” menu. An update can reset the permissions!

I want to change my name

When you register with World of Emergency in the EMERGENCY HQ app, you can set your player name. You can find the registration in the options menu under “Account”. Please use your real email address when registering so that you can recover your account if you lose your login data. You will also receive 100 EMeralds upon registration.

I can not register, but I have to write to support. How do I identify myself?

Please enter your player ID in the contact form. This can be found in the EMERGENCY HQ app at the bottom of the options menu.

I want to protect my game progress from data loss

The World of Emergency registration can be found in the options menu under “Account”. Please use your real email address when registering so that you can recover your account if you ever lose your login data. You will also receive 100 EMeralds upon registration.
If you’re playing on an Apple device, you can also save your game progress by linking it to Apple.
If you’re playing on an Android device, you can also save your game progress by linking it to Google.

I want to load my game progress

If you launch Emergency HQ on another device, or after reinstalling EMERGENCY HQ, the tutorial will load on launch. As soon as the menu button appears in the bottom right corner of the tutorial, open the options menu. In the options menu, enter your World of Emergency login details or use the Apple or Google login (depending on how you previously saved your game progress).

Antennas

Each antenna placed in your base increases the coin production of depots in its area of ​​effect by 100%. Each depot can only benefit from one antenna at a time.

Antenna Area of Effect

The antennas have differently shaped areas of effect. The satellite dish has the largest area of effect. The area of ​​effect is indicated by yellow rectangles when placing or moving an antenna in the base.
Build your base so that your antennas reach as many depots as possible to maximize your coin income!

Monuments

Each monument placed in your base increases the coin capacity of all depots of its department. The departments are Firefighters, Rescue Service, Police and Technical Units. The coin capacity is the maximum number of coins that the depot can store. When the full coin capacity of a depot is reached, the depot will not produce coins until they are picked up by tapping the depot.

Upgrading Monuments

A monument will be upgraded automatically when you have completed a certain number of tasks of the corresponding department in missions. This increases the bonus to the coin capacity of the corresponding depots.
Bronze (+50% Coin Capacity) > Silver (+75% Coin Capacity) > Gold (+100% Coin Capacity)

How do I kick a player out of my rescue alliance?

Only the president or a vice-president can kick a player out of the rescue alliance. Only the president can kick a vice president out of the rescue alliance.
To open the communication center, go to your base and tap on the communication center button (speech bubble symbol) on the left edge of the screen. From there, tap the name of the player you want to kick out of the rescue alliance, then tap “KICK”.

How do I promote or demote a player in my rescue alliance?

Only the president or a vice-president can promote a member to squad leader or demote a squad leader to member. Only the president can promote or demote players to vice president or president.
go to your base and tap on the communication center button (speech bubble symbol) on the left edge of the screen. From there, tap the name of the player whose rank you want to change, then tap “PROMOTE” or “DEMOTE.”

Why can’t I log in with Facebook anymore?

We will soon no longer support login via Facebook.
To load your game progress, please enter your “User ID for Emergency HQ in Facebook” (not your Facebook ID) in the options menu or in the login window.

Where can I find my ID?

Guide: https://www.facebook.com/help/1397933243846983

How do I save my game progress?

If you were able to log in successfully, please save your game progress.
The World of Emergency registration can be found in the options menu under “Account”. Please use your real email address when registering so that you can recover your account if you lose your login data. You will also receive 100 EMeralds upon registration.
If you’re playing on an Apple device, you can also save your game progress by linking it to Apple.
If you’re playing on an Android device, you can also save your game progress by linking it to Google.

More questions about the Facebook login?

Please use the contact form at the bottom of this page to reach our support.
Please be sure to enter your real e-mail address there so that we can answer your inquiry!

The Lifeboat Dock, the Fireship Dock and the Fireplane Hangar can only be placed directly next to the water in the north of ​​your base's construction area.
If there is not enough space, rearrange your buildings or move decorations to the inventory.

If the "Deploy" button is grayed out, you're probably missing an emergency vehicle. Look for the triangular ! icon next to "Required Units". If an emergency vehicle is missing, build or upgrade the corresponding vehicle depot. Sometimes this requires a Headquarters upgrade first.

It is also possible that one or more depots are not connected to the road network. Look for the triangular road icon next to "Required Units" and the red road icon bubble above the depots (only visible after collecting the coins from those depots).