This article aims to provide solutions for common issues that may be encountered when using the Gala Games and Entertainment Platform.

This article assumes the reader understands the information in the following articles:

Sign Up for a Gala Games and Entertainment Account

Before attempting to resolve specific issues, it is recommended that users perform the following basic troubleshooting steps:

1) Reload the page.

2) Log out and log back into the account.

3) Close and reopen the browser, ensuring all windows are closed.

4) Clear the cache or use keyboard shortcuts (PC: Ctrl+Shift+Del, MAC: CMD+Shift+R) to refresh the cache.

5) Disable any adblockers or VPNs, and turn off Brave shield if using Brave browser.

6) Try a different browser or Incognito mode.

7) Restart the device.

8) Use a different device to access the website.

Please check out the common issues below if this does not resolve the issue.

Common Issues

1) Something Went Wrong OR GraphQL error: Internal Server Error

These errors are encountered when transactions are executed on the Gala Games and Entertainment Platform, which includes the sending or conversion of tokens, purchasing items on the Gala Store, or bridging items across different networks.

To troubleshoot these issues, try the following steps:

1a) Change the amount intended to be withdrawn by removing any decimal points, attempting a lower amount, or attempting to withdraw the maximum number of tokens in possession. If trying to transfer from the Treasure Chest, use a whole number (a number with no decimal points).

1b) Withdrawals can also be attempted on a different version of the website, such as https://games.gala.com/, https://film.gala.com/, or https://music.gala.com/ if the user is on https://app.gala.games/

1c) Select a higher gas fee. Please check this article Select Gas Fees For Treasure Chest And Store Purchases

1d) Ensure that there is more Ethereum in the wallet than the transaction requires, as a transaction may fail if only enough ETH is available for the gas fee. If a GalaChain transaction is failing, make sure to have more $GALA[GalaChain] in a wallet than the transaction requires.

1e) Only one transaction should be performed at a time, and a pending transaction should be completed before another transaction is initiated.

2) Too many of you are trying to sign up at once! Please try again in a few minutes.

This error is encountered when a user attempts to register a Gala Games and Entertainment account using an email address that has been compromised in a data breach.

2a) To address this issue, it is recommended to check https://haveibeenpwned.com/ to determine if the email address in use has been compromised. If it is found to have been compromised, the use of a new email address and the creation of a strong, unique password is recommended.

3) Update Failed 

This error pops up when a user is trying to change the email address in their account and the email address they’re trying to use has been compromised in a data breach.

3a) Check https://haveibeenpwned.com/ to determine if the email being used has been compromised. If the email has been compromised, we recommend using a new email address.

3b) Users can try to change their email address by using one of the other versions of the website, like https://games.gala.com/, https://film.gala.com/, or https://music.gala.com/ if the user is on https://app.gala.games/.

4) Invalid one-time password

This error occurs when a user attempts to perform a transaction and is prompted to enter a 2FA, but the 2FA has not been synced.

Note: The troubleshooting steps provided below are specific to the Google Authenticator app 

4a) For Android users:

Open the Google Authenticator app and click the three dots in the upper right-hand corner.

Select Settings.

Select Time correction for codes.

Select Sync Now.

Enter the code to complete the sync.

4b) For iOS users:

Open the iPhone Settings App

Select General.

Select Date & Time.

Enable Set Automatically or if already enabled, disable it temporarily and re-enable it.

The app will confirm that the time has been synced. Users should now be able to use their verification codes.

Syncing the time on your device will ensure that the 2FA codes generated by the Google Authenticator app are accurate and will prevent the "Invalid one-time password" error from occurring.

For any issues not previously listed, or if none of the troubleshooting steps worked, users are encouraged to open a ticket. More information on how to do so can be found in the article: How to Submit a Support Ticket.