SUPPORT
Frequently Asked Questions (FAQ)
Here we answer the questions that reach us most frequently. Usually you will find the solution to a problem here. Please select the category that matches your concern.
If you don’t find a suitable answer here, 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!
It is also helpful if you provide your account name and the email to which your World of Emergency account is registered.
EMERGENCY HQ: If your account is not registered with World of Emergency, please provide your player ID in the contact form. This can be found within the EMERGENCY HQ app at the bottom of the options menu.
EMERGENCY HQ
Answers for your questions about EMERGENCY HQ
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.
How do I earn TYP currency?
You get the 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.
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.
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.”
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).
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!
EMERGENCY
Answers for your questions about EMERGENCY
EMERGENCY is playable on Steam for Windows. Other platforms are planned for a later date. Playing on Steam Deck is possible, but we don’t support it.
Making EMERGENCY Free-to-Play gives us a chance to keep developing the game, so we can provide you with content for many years to come. As an online multiplayer game, we also rely on having a big and active player base. With a free game a lot more players are likely to give the game a try and join the fun.
No, you can play just fine without spending any money. There will be no units behind paywalls or anything like that. Our in-app purchases are limited to cosmetic items like skins, as well as boosters and consumables, that give your team advantages in the fight against chaos.
Yes, you can join the EMERGENCY Discord server using this link: https://discord.gg/cmYWxBcEkt. Please note that this Discord is for EMERGENCY (2023), not for EMERGENCY HQ. For the latter you can contact us via the contact form at the bottom of this page.
A roadmap will be released soon. The roadmap will give you an idea of where the game is headed but may be subject to change at any time. The roadmap will be continuously updated as we go along.
EMERGENCY is an online co-op game you can play with players from all over the world. You can also play in single-player mode, but you do need to be online to play as you need access to our servers.
A campaign with story mode is currently not included.
The following units are currently included in the game:
Fire department
• Fire truck – Firefighters
• Water tender
• Ladder truck
Medical department
• Medical vehicle – Doctor
• Ambulance – Paramedic
Police department
• Police car – Police officers
• SWAT truck – SWAT units
Technical department
• Engineer car – Engineer
• Heavy crane
More units will be added with future updates.
Yes! More units will be added in future updates after release.
EMERGENCY is a new chapter in the EMERGENCY series.
Fans of previous titles will recognize a lot of stuff from the classic games. However, they will also notice that we have a completely new gameplay system, especially with the focus on the co-op multiplayer aspect. The game will be a fast-paced real-time strategy game all about teamwork and collaboration.
As a PC title, EMERGENCY will be more complex than our mobile game EMERGENCY HQ, which is a more casual version of the strategy game.
Since EMERGENCY is not a direct continuation of the classic series, we unfortunately cannot offer modding support. The good news for the modding community, however, is that the servers for EM4 and EM5 will continue to run, thus ensuring the continued operation of the many creative mods.
And even though EMERGENCY will explore new avenues, we hope that fans of the classic series will continue to support us with their constructive feedback to improve and expand the new EMERGENCY.
You can play with any Steam friends who also own the game. Either click on the “+” icon next to your player avatar to invite your friends to your squad via the invite list or use the chat and friends list in the bottom left corner of the operation map. The in-game friends list mirrors your Steam friend list. If any of your Steam friends don’t show up in the list, check your friends list privacy setting in Steam and ask your friends to do the same.
Here are a few tips if EMERGENCY doesn’t run or runs instable for you, based on what we saw in received crash dumps:
- Verify your Steam installation of EMERGENCY: A corrupt installation can cause random crashes. The game will inform you if a corrupt installation has been detected, except it’s really bad corrupted.
- Ensure your system meets the minimum hardware requirements listed at the bottom of the EMERGENCY Steam store page. We especially do not support hardware that is no longer supported by the manufacturer itself.
- Update your graphics driver: We’re using Unreal Engine 5 and outdated GPU drivers can cause incompatibilities.
- Third party software like video capturing or optimization tools might interfere with EMERGENCY. Try disabling them.
- If you have multiple graphic cards inside your system, check in the settings under video whether or not the correct graphics adapter is used.
- Ensure your operation system is up to date. We do not support out-of-date operation systems which are no longer supported by the manufacturer itself. For example, even if you have Windows 10, an older version which is no longer supported by Microsoft might cause problems.
- If nothing else helps, try starting EMERGENCY with the “EMERGENCY DirectX 11” launch option. This way players who are unable to use DirectX 12 have an alternative.
EMERGENCY does not support integrated graphics cards. The game will inform you if an integrated graphics card has been detected.
Ensure your system meets the minimum hardware requirements listed at the bottom of the EMERGENCY Steam store page.
If nothing else helps, try starting EMERGENCY with the “EMERGENCY DirectX 11” launch option. This way players who are unable to use DirectX 12 have an alternative.
Currently there is no way for you to start from the beginning or replay the tutorial. The only option would be to install the game on a separate Steam account. If you have a specific reason for requiring to start over, please contact our support at emergency@world-of-emergency.com.
Please delete the folder under “C:\Users\<user>\AppData\Local\EMERGENCY” and restart the game.
You can best report bugs on Discord here: https://discord.gg/jATYRXM7zm
If you don’t want to use Discord, you can also send us an E- mail to emergency@world-of-emergency.com.
Your logs are saved under “C:\Users\<user>\AppData\Local\EMERGENCY\Saved\Logs”. If you want to send us logs as part of a bug report, please zip all the files in the folder.
If you can’t start the game and the message “Unable to Initialize Steam API” / “You appear to be offline” keeps showing up, try the following steps:
- Exit Steam
- Right-click on Steam and launch Steam as administrator, confirm “Yes”
- Launch the game
EMERGENCY OPERATOR
Answers for your questions about EMERGENCY
Many problems can be solved by restarting the game. Close the app with the task manager and restart the game by tapping on the “EMOP” icon.
Should the problem persist try restarting your device and then open EMERGENCY OPERATOR again.
If you still have issues check the other entries in this FAQ or use the contact link below to get in touch with our customer support.
Other ways to earn certificates are:
- Daily and weekly league rewards.
- Daily login bonus rewards.
- Achievements rewards.
- Completing emergencies with a high enough “Priority Challenge” level.
- Hotspot completion rewards.
- Daily login bonus rewards.
- Achievements rewards.
Sometimes it can take a little longer for you to receive your purchased times. We recommend waiting and checking again after a few minutes.
If you haven’t received your items within 24h please contact Google Play or Apple’s App Store for a refund.
The “Priority Challenge” is a time limited event in which you can complete priority emergencies (marked with “!”) to progress.
The better your progress is the better your emergency rewards will become, including:
- Increased chances of receiving more coins
- Increased chances of receiving EMeralds
- Increased chances of receiving Blue-, green-, yellow- and red certificates
Upgrade your buildings to unlock advanced units for the respective department.
To see exactly what the requirements are for each unit check the units tab in the shop.
Both can be upgraded via the ingame shop
The upgrade affects all existing and future buildings/units of the corresponding type.
Building Upgrades
- Grants one additional parking space for per level.
- Unlocks new units at certain levels
Unit Upgrades
- Increase movement speed
- Increase efficiency (speed) of solving emergencies
Yes. Select the unit you wish to transfer and tap on the building you wish to transfer to. The unit will then move to the new building if a parking spot is available. Only works with units and buildings of the same department.
A league is a competition between you and other players in your region over a period of time (daily and weekly).
All players take part on leagues automatically and each emergency solved awards you with league points.
When a league ends the top3 players receive special rewards and move up a rank while the lowest performing players move a rank down.
In addition there are daily and weekly friends leagues which are just for fun and do not grant any rewards.
Add a friend:
- Find the player you wish to add on the league leaderboards and tap the “add friend” button.
Remove a friend:
- Find the player you wish to remove on the friends league and tap the “remove friend” button.
Tap on your avatar to open the profile then tap on your avatar again to open the avatar editor. You can now change how you look.
Additional haircuts, clothing and backgrounds can be bought in the shop.
Special avatar options can be unlocked by completing certain achievements!
We only use your location once at the start of the game to set your initial position in the world. We don’t use it for anything else.
This is only used to send game-relevant notifications.
Emergencies and units “freeze” in time while you are away, when you return to the game you continue where you left.
The construction and upgrading of buildings and units will continue even if you close the game.
Tap on your avatar to open your profile then tap on the edit button (pencil) and select “change nickname”.
If you want to transfer or restore your account to another device, you can link your account to a Google account, for example, in Options under Other > Player Account.
First open the menu via the icon with the three dashes at the top of your screen.
Now look for “Map style” under settings.
Select the option you like best.
EMERGENCY 5/20
Answers for your questions about EMERGENCY
I have bought EMERGENCY 5, EMERGENCY 5 Deluxe, EMERGENCY Reloaded, EMERGENCY 2016 or EMERGENCY 2017 as Retail version and want to upgrade the game to EMERGENCY 20.
Please follow this link: https://de.gamesplanet.com/game/emergency-20-dvd-upgrade-package-download–3134-3
If problems arise during the installation process, we recommend the manual installation.
If the manual installation aborts, please check if the game is still running in the background. If DLL-files are still in use, they cannot be replaced.
Instructions to manually install DirectX & Visual C++
DirectX download from: https://www.microsoft.com/en-us/download/details.aspx?id=8109
The download extracts the files. At this point a new folder can be selected, e.g. on the desktop. The SETUP.exe has to be started manually. Please follow the instructions of the setup program.
Visual C++ download from: http://www.microsoft.com/de-de/download/details.aspx?id=30679
Select vcredist_x64.exe (only for users of 64bit Windows) and vcredist_x86.exe (for all).
Execute both files after the download one after another. Follow the instructions of the setup program.
Alternatively you may download the files separately on the following websites:
DirectX: https://www.microsoft.com/en-us/download/details.aspx?id=8109
Visual C++: http://www.microsoft.com/de-de/download/details.aspx?id=30679
Please extract the downloaded packages which are packed with 7-zip ) directly into the installation folder of EMERGENCY 5 (usually “C:\Program Files (x86)\EMERGENCY 5”) and overwrite existing files.
Crash inside “C:\Windows\USB_Vibration\3331\EZFRD64.DLL” or similar
Certain game controllers and other devices may cause this crash. Make sure to unplug any game controller before starting the game. This might also help alleviate issues with strange behaviour of your mouse and/or keyboard.
Crash inside “IMETIP.DLL”
Open the Windows Control Panel -> Regional and Language Options -> Keyboards and Languages -> Change Keyboard, and there switch to English as default input language.
Crash in “ltc_game64-103398.dll” or similar (plays.tv)
The plays.tv gameplay recorder can cause crashes. If you have problems on game start, deactivate this program first.
Steam overlay crash in “gameoverlayrenderer64.dll”
On some PC configurations, the Steam overlay can lead to crashes inside the game. Consider deactivating it in Steam’s settings under “Interface”.
Error message “The application failed to initialize properly (0xc000001d).”:
This error occurs under Windows 7 when Service Pack 1 (SP1) is not installed. As EMERGENCY requires SP1, you have to install it from Microsoft:
Download: Link
Game won’t start and shows an error message.
Error message at game start:
Please make sure your hardware fulfills the system requirements, especially that your graphics card is DirectX 11-compatible.
When starting the game via Steam, nothing happens. No window, no error message.
Please try to launch the game by using the Windows Explorer in order to see possible error messages Steam might suppress.
When starting the game, an error message comes up telling me that “api-ms-win-crt-runtime-l1-1-0-dll” is missing.
Please ensure you have all latest Windows updates installed. After this, ensure you have Visual Studio 2015 redistributable update 2 installed which requires the latest Windows updates.
Game won’t start after startscreen.
The game might be trying to run on an integrated graphics device. Depending on the manufacturer of your graphics card you can make sure your device runs EMERGENCY on your graphics card.
AMD
Please try to edit this in the “AMD Catalyst Control Center”. Open the menu “configure switch graphic” with a right mouse click. Put all adjustments to high. Now the game will starts with your normal graphic card.
NVIDIA
Add EMERGENCY as a in the NVIDIA Control Panel options under “3D Settings” – “Program Settings” and enable “Use High-Performance GPU” as the preferred device.
If you use several screens, please remove one.
Or try the following:
Open the emergency_5_settings.json file with a text editor:
- PC: PC: C:\Users\\AppData\Roaming\Promotion Software GmbH\EMERGENCY 5\emergency_5_settings.json
(The AppData folder may be hidden. In this case one can tell the operating system to show hidden files.))
- Mac: Mac: /Users//Library/Containers/com.promotion-software.emergency5.deluxe/emergency_5_settings.json
Search for “qsf::RendererSettingsGroup” and change the entry to “Resolution”: “1920 1080”.
The game can also be played in windowed mode. With Alt-Return one can switch between the modes. As an alternative, emergency_5_settings.json file the mode can be changed by altering the emergency_5_settings.json file: The setting “Fullscreen” can manually be changed to “false” or “true”.
If security programs give warnings about possible viruses while using the launcher application of EMERGENCY 5 the development studio suggests to ignore it until a longterm solution has been part of an update.
After updating EMERGENCY to a newer version, modifications may still be active that are not compatible any more. If you face problems inside the game like no events starting or missing commands for your units, please make sure to disable all modifications.
Beginning with update 2.0.2, EMERGENCY will do this itself after each update. You need to re-enable modifications to make sure they still work with the update, or wait for an updated version of the modification if it doesn’t.
Please read the manual of the game and the README-files!
Connection problem – Host and Client:
Make sure that every player has the most recent game update.
If that is the case, please try this:
Start the Game-Launcher and press “User Data”.
In the opened folder please delete oder rename the folder “Cache” to “OLD_Cache”.
Please do this for all users who want to play with you.
Also check your firewall and antivirus software settings. These might also block the game.
Performance:
If your computer is being used as server for a multiplayer match, you should keep in mind that a poor performance on your computer may have an impact on the gameplay of the other players too.
General:
You can’t join a multiplayer game that is already in progress. Servers where games are already in progress will be grayed out in the server list.
Automatic Patch Function:
If you want to create a server or wish to join a multiplayer game, your game version will be checked automatically and patched to the latest game version if need-be. You can only play online when using the latest version of the game!
The developers suggest not to use the ALT-TAB combination to leave the game.
Simply check if your Mac can play EMERGENCY 5 as described in this How-To.
On the following pages Sixteen Tons Entertainment provides a manual to conduct a performance check. Please send the results to EMERGENCY5@world-of-emergency.com Sixteen Tons Entertainment will use the data to enhance the performance of the game.
EMERGENCY 5 / 2016 does not support AMD Crossfire technology making use of two graphics cards. Having it activated can lead to crashes in the game, so make sure you disable it before starting EMERGENCY.
The main menu and the game itself look pixelated / blurry, although I set it to FullHD.
Possible solution: Disable MSI Gaming App or similar tools, check your graphics card driver settings
If EMERGENCY crashes at startup or freezes during the game, you can try disabling the V-Sync option in the following two places:
- Inside the graphics card setting: choose V-Sync “always off”
- Inside the game’s options windows: disable V-Sync
Depending on sound hardware and drivers, EMERGENCY may crash at startup with the following error message:
emergency5.exe caused ACCESS_VIOLATION in module “C:\Windows\system32\MMDevAPI.DLL” at 0033:00000000FB32B4EE, Ordinal2()+11342 byte(s)
This is only known to happen under Windows 7 64 bit Service Pack 1 (Build 7601).
We recommend uninstalling the audio driver, and use the default Windows audio driver.
In case the Steam version of EMERGENCY does not start or freezes, check if your installation is okay.
Steam offers an easy option to do this:
Open your games library in Steam -> Right-click the game -> Properties -> Local files -> Verify integrity of game cache
Contact
You cannot find suitable answers for your problem here? Send us a message!