Hello, my name is Deedge. How may I help you today? | Big Blue Bubble Inc.

Please find answers to our most frequently asked support questions below.

Up-to-the-Minute Updates
(only offered in English)

With all the preparation for new and exciting things in My Singing Monsters, we’ve had a huge influx in emails. So don’t worry, we’ve gotten the support request! We’re working through them as fast as possible, but it may be a little bit of time before you hear from the Support Team. Thank you for your understanding!

With the newest update, we had to make a decision to temporarily disable the Speed-up Request functionality. This was mainly due to the feature making the game unstable. Don’t worry though, we’re working as hard as we can to get the function working properly again and it will be back in the game in no time!

We caught a bug with the application process as the event started and we’re testing to make sure everyone’s submission will be counted! This will just give everyone a bit more time to make sure their video is amazing!

Please consult our handy How to Transfer your Account across Devices tutorial.

Thank you, we value your feedback and your concern. Please consider that My Singing Monsters is a free-to-play application. It is entirely the user’s prerogative to spend money on in-app purchases to advance their gameplay because, by design, 100% of the game’s content is available for free.

That said, in-app purchases represent a significant percentage of our development studio’s revenue. If a player elects not to make in-app purchases, ads provide an alternative source of revenue so that we can continue to support and update this title for all of our players, paying and non-paying.

Please note that you can dismiss ads at any time by making the purchase of any currency pack. We are immensely appreciative of our players’ support, and strive to make an enjoyable gameplay experience for everyone.

TRIBAL ISLAND

Tribal Island is the ninth and newest island to appear in the world of My Singing Monsters. It will appear in the Map menu after buying Cold Island and is free for all players. But in order to visit there, you’ll need to become a member of a Tribe.

Tapping the Tribal Island button will bring up the Tribal menu. The Tribes tab displays which of your Friends already belongs to a Tribe. The Tribe’s name and Tribal Level appear in orange, and members in yellow. Tap anywhere on the Tribe listing to expand the view and see how many Members the Tribe currently has. Check out a Tribal Island by tapping the Visit button.

If you want to request to join a Tribe, tap the Join button. You’ll be prompted to choose the monster you want to represent you on Tribal Island.  As the in-game notification makes clear, you will be unable to join other tribes until you have been accepted, declined or cancel your request. You can only be a member of one Tribe at a time. To cancel your request, simply tap the Cancel button.

Invitations to join other Tribes will also appear in the Tribes tab. You can visit the island first to see if you want to become a Member. Then, you can either accept or decline the invitation.

Once you’re a member of a Tribe, the Chief will place your monster on Tribal Island. Then, it’s your job to play your part and feed your monster. You’ll be able to identify your monster by the musical aura surrounding it. You’ll notice that more than Treats can be used to feed your monster on Tribal Island. You can use Diamonds, Shards and Coins too! There is no monster Level limit on Tribal Island, so you can continue feeding your monster far past Level 15.

Along the top of the Tribal Island screen, you’ll notice two new bars. The first, the Tribal Level bar, displays the sum of all the Tribal monsters’ levels. Achieving higher Tribal Levels makes your Tribe eligible for Tribal Rewards, which are distributed to all members at the end of the week, much like Top Islands prizes. The Tribal Goals button shows the Rewards you can expect to receive, as well as how much time is remaining in the week to feed your monster. The Tribes with the highest Tribal Level appear in the Top Tribes tab of the Tribal menu. When a new week begins, the Tribal Level (and your monster) will reset, and feeding can begin anew.

The second bar displays Starpower, which is unique to Tribal Island. As you feed and level up your monster, you earn Starpower. Starpower is unique to each player, and is collected at the end of the week.  Starpower indicates how much a player has contributed over their lifetime to Tribal Island. A player’s Starpower is visible below their Display Name or weekly rank and Moniker. If a player decides to leave a Tribe and join another, their Starpower will stay with them.

If you want to be the Chief of a Tribe, you can create your own Tribe from the My Tribe tab. You’ll be prompted to name your Tribe (keep it clean, people) and decide which monster you want to represent you on Tribal Island. As the Tribe grows, it’s the Chief’s job to place monsters on Tribal Island. Tap any monster on Tribal Island to learn which player it belongs to. If you want to remove someone from the Tribe, tap that player’s monster and then the Remove button. Important to note: if you’re the Chief and you want to leave the Tribe, you will need to name a replacement Chief from the other members.

The rewards are given out at the end of the week when Tribal Island refreshes. You can see when the refresh is going to happen by going to the Goal menu while on Tribal Island, once you see that screen, there is a timer at the bottom that shows when the Island refreshes!

Every week Tribal Island is refreshed and the Tribes are then tasked with trying to see if they can work together to unlock the Mysterious Monster. Tribal Island was created with the mentality of working together as a team and this mechanic makes it that every week you have to work as a complete Tribe to raise your Starpower!

It’s just that – a mystery! Check the Tribal Goals screen for a clue!

Gameplay

In order to breed a new monster you must purchase a Breeding Structure from the Market Menu and have two different species of monster, both of which must be level 4 or higher. As for which combinations of monster to use, that is up to you to figure out!

Breeding

Treats are created using Bakeries. Bakeries can create varying amounts of Treats in exchange for coins; the Medium and Large Bakery upgrades allow you to create more Treats than the Small Bakery. You may also purchase Treats from the currency store in the form of in-app purchases, or you can win Treats as a prize in the daily Scratch Ticket or the Memory Game.

Monsters gain levels from feeding. The higher a monster’s level, the more coins they generate. Additionally, monsters can’t be accessed in the Breeding Structure menu until they are level 4.

Baking

You may have noticed in your monster’s Info screen they have different decorations or monsters listed as “likes”. This means that your monster is more happy when they are next to these things. A monster will reach its happiest state when they are surrounded by 4 different things it likes. The higher the “like” percentage, the faster the monster generates coins.

Level and Happiness meter

You can rename a monster by going to their Info menu and tapping the green box above the monster’s portrait. You will then be able to input a new name of your choosing by using your device’s keyboard.

Each monster occupies a certain number of beds, which are managed in the island’s Castle. The number of beds a specific monster occupies can be found in their Bio in the monster’s Info section. If the monster you are trying to place requires more beds than the Castle has available, you can add more beds by upgrading the castle or you can sell an existing monster to make room for the new monster.

Castle

You can verify at any time how many of particular monster you have on a given island by going to the Monsters sub-menu in the Market and checking the number that appears in the upper right corner under the Monster’s name.

Tap the Map button. The Map Menu displays the island you are currently visiting, as well as the other available islands.

Map

You can add friends by tapping the Invite Friends button in the Friends Menu, and tapping the Invite via Friend Code button. Your Friend code is located at the top of the Friends Menu, and is the same as your BBB ID. It should be noted that the “Invite via Email,” “Invite via Twitter” and “Invite via Facebook” options in the Invite Friends Menu don’t actually link accounts as friends, they serve to invite people who are not already playing the game to download it.

If you are using Facebook as your login method, your Facebook friends will automatically be displayed in the Friends Menu. If you are using Game Center as your login method, your Game Center friends will automatically be displayed in the Friends Menu. To update your Friends list, tap the Facebook and Game Center icons in the lower left corner of the Friends Menu.

Friends

The Memory Game can be selected from the Castle menu and is available to play for free once daily. To play the game, first select four monsters on your island and then tap “Play.” The monsters will play a musical sequence that you will have to repeat. These sequences will become longer and more intricate as you guess correctly. The longer you last, the better the prizes!

Memory Game

Yes! Seasonal monsters are available as prizes in the Monster Scratch Ticket available in the Nursery Menu. You can scratch one free ticket weekly, or you can get another right away by buying one with Diamonds.

Monster Scratch Ticket

Goals are not retroactive. If you fulfilled the requirements of a Goal before it appeared in the Goals list, you will need to perform the action again in order to claim the rewards. However, goals span multiple islands, so you should always have the opportunity to perform the action again.

Goals

A monster’s collection sticker appears at 75% of their maximum capacity, and remains there until and after they reach 100% capacity.
If the “Sell” button in the monster’s menu is greyed out, it is likely that that it is the only monster on your island. The game’s built-in functionality prevents players from selling the last/only monster on an island. Upgrade your island’s Castle to add more beds and place more monsters.
Once you reach higher levels, the same actions move the level status bar less and less, as it requires more and more XP to advance to the next level. There is a way you can manually check to see whether or not XP is being applied. Tap the Level bar in the upper left corner and a fraction will appear for a few seconds. The numerator is the amount of XP you currently have, and the denominator is the amount needed to unlock the next level.

XP meter

After you have reached the maximum level in the game (Level 60), you will no longer gain experience.

You can submit one (1) referral code per account, to be awarded 5 Diamonds. Go to the Options Menu and tap the Submit Referral button. You will be prompted to enter the referral code (Friend Code or BBB ID) of the user who asked to be referred by you. After you tap the Submit button, the Diamonds will be awarded and the button will disappear from the Options Menu.
Gold Island, Ethereal Island and Shugabush Island are ‘destination islands’ and they work differently than the regular Natural islands (Plant, Cold, Air, Water and Earth Islands).

Monsters of the Natural, Supernatural, Special Edition and Legendary classes can be placed on Gold Island once they have reached Level 15. The monster will remain on the Natural island from which they originated and continue to generate Coins, but their Gold Island counterpart will not generate any coins. If you sell a monster from their native island, their Gold Island counterpart will be removed as well. If you remove a monster from Gold Island, the original monster will remain on their native island. There are no structures or decorations on Gold Island.
Ethereal Monsters can be teleported to Ethereal Island once they have reached Level 15. They will be reborn in the Ethereal Island Nursery. The monster will be removed from their original island when you teleport them to Ethereal Island, and cannot return to their original island once they have been teleported.

The Shugabush monster, along with select Natural species (Potbelly, Mammott, Quibble, Oaktopus, Furcorn, Pompom and Deedge) can be teleported to Shugabush Island once they have reached Level 15. They will be reborn in the Shugabush Island Nursery. When you teleport a monster to Shugabush Island, they will be removed from both their original island and Gold Island if you have placed them there, and cannot return to their original island once they have been teleported.

Hotel and Storage Structures

If you have no available beds on your island but do not want to sell your monsters, you can check them in to the Hotel. Simply tap the ‘Check In’ button when moving a monster.

Monsters placed inside the Hotel will stop generating Coins until they are removed from the Hotel and placed on the island once more. Additionally, monsters placed inside the Hotel cannot increase the Happiness of other monsters on your island, unless you have a Unity Tree. You can upgrade your Hotel to add more beds.

You can store Decorations inside the Storage structure. Just tap the Pack button when you’re moving a decoration.

Decorations placed in Storage cannot increase the Happiness of other monster on your island, unless you have a Unity Tree. Upgrade your Storage to add more space.

Lighting Wishing Torches increases your chances of breeding rare monsters. There are 3 different ways to light a Torch:

1) You can have your Wishing Torch lit by a friend from your Friends List. Tap the Help button when you select a Wishing Torch to indicate to your Friends that you would like for them to Light your Torch. You can also visit your Friends’ islands to light their Torches for them. Islands with unlit Torches will display the Light graphic on the island button.
2) You can light a Wishing Torch for 24 hours by yourself, in exchange for 2 Diamonds.
3) You can light a Wishing Torch permanently by yourself, in exchange for 100 Diamonds.

You can change your Display Name by going to Support in the Options Menu and tapping the box beside the Display Name field. You will then be able to input a Display Name of your choosing by using your device’s keyboard. Please note that display names are subject to censorship for offensive or inappropriate content.
Premium Items are unlocked when you make an in-app purchase of any currency pack (Coins, Treats, or Diamonds). As of Version 1.3.0, the only Premium Item is the Maximum Mine on Plant Island – this structure upgrade is unlocked once a purchase has been made. Simply Logout from the Options menu and Log back in and the Maximum Mine will be available for purchase in the Market. You can alternatively upgrade your Plant Island Mini-Mine directly.
No. The game requires an active Internet connection at all times because your account information is stored online on our servers.
Yes! Tap “Log Out” from the Options Menu and then “Change User.” From the login screen, select a different login method than the one associated with your account to create a new one. You can also switch from one account of the same type to another account of the same type by following these instructions:

If you are using Facebook on iOS:
1. Force quit the My Singing Monsters app .
2. If you are using the Facebook app, sign out of your account on Facebook, and sign in with a different account.
3. Launch the game and tap the Facebook button on the login screen.

If you are using Facebook on Android/Amazon:
1. Force quit the My Singing Monsters app .
2. Open Settings, tap Application manager/Applications and then My Singing Monsters.
3. Tap the Clear Data and Clear Cache buttons.
4. If you are using the Facebook app, log in to the desired Facebook account.
5. Launch the game and tap the Facebook button on the login screen.

If you are using Game Center:
1. Open the Game Center app and tap “Me” on the bottom bar.
2. On the “Me” page, Tap the banner that says “Account: [your email address].”
3. A pop-up will appear – tap  “Sign Out.”
4. On the next screen, tap the banner that says “Create New Apple ID.”
5. Follow the steps to create a new Game Center account.
PARENTS: Please review this process with your children and keep their security questions/password for safekeeping. If one device is being shared, each child will have to sign in and out of the Game Center with their unique ID every time they play the game in order to access their individual account.

If you are using email:
1. Tap “Email” on the login screen.
2. Tap “New User?”
3. Follow the steps to create a new account.

Tap “Bind Account” in the Options Menu and follow the steps to bind your account.

Troubleshooting

Force quitting the My Singing Monsters app is the best way to resolve any temporary issues and clear bad data. When you open an app and then minimize it, it stays running in the background with a memory of what you just did. If your connection to the Internet is dropped, the app on your device will hold onto that bad data. Force quitting the app should rectify the situation and will not affect your account’s progress in any way.

Click here to learn how to perform a force quit on your device.

Don’t worry, it is more likely that you have simply created another account. When you opened your account, it was registered using one of four login methods  – anonymous, email, Facebook or Game Center (exclusive to iOS). When you log in using a method different than the one you used to register, it will create a new account* and will not overwrite your existing progress. This system exists to allow multiple users to play on the same device if they so choose.

You can regain access to your old account by tapping Log Out from the Options Menu, then the Change User button in the lower left corner of the screen, and selecting the login method associated with your account.

If you are still experiencing difficulty recovering your account, please scroll to the bottom of this page and complete a support request using the form. Please categorize the request as “Lost Progress” and include the BBB ID of the account that is displayed in the new account.

*The only exception is if an account using anonymous login has been bound to an email address. In this instance, the anonymous and email login buttons will access the same account.

Please ensure that your device is connected to the Internet. If you verify your connection and the message persists, it is likely that we are experiencing technical difficulties. Please try again later.
PLEASE READ CAREFULLY.

All game data is backed up on our server and associated with your login method. This includes monsters, decorations, currency (Coins, Diamonds and Treats), structures, and purchase history.

For accounts using Facebook, Game Center and email login, you can safely uninstall the game and your account will remain on our servers.

If you are playing via anonymous login, there is no guarantee that you will be able to access your account after deleting and reinstalling the game, owing to a large number of factors. It is highly recommended, whenever possible, to secure an anonymous account by binding it to email login.

PLEASE READ CAREFULLY.

It’s possible that your device might be holding onto some bad data. Deleting and reinstalling the app should resolve these issues. For accounts using Facebook, Game Center and email login, you can safely uninstall the game and your account will remain on our servers. When you launch the app, you will be automatically logged in via the anonymous method. If this is not the login method of your existing account, simply tap Log Out from the Options Menu, tap Change User, and then log in via the correct method.

If you are playing via anonymous login, please scroll to the bottom of this page and complete a support request using the form. Please categorize the request as “Technical” and include the BBB ID of your account if you have recorded it.

If your Facebook password or security permissions have changed recently, the game might need to clear outdated data in order to re-establish a connection with Facebook. If you are using the Facebook app, please make sure it is up to date. If you are still experiencing difficulty, follow these instructions:

1. Force quit the My Singing Monsters app.
2. Sign out of your Facebook account, and then sign back in.
3. Launch the My Singing Monsters app.

Facebook’s configuration settings will now require you to:

1. Tap Log Out from the Options Menu, tap the Change User button in the lower left corner of the screen and close the My Singing Monsters app.
2. Open Settings, tap Application manager/Applications and then My Singing Monsters.
3. Tap the Clear Data and Clear Cache buttons.
4. If you are using the Facebook app, log in to the desired Facebook account.
5. Launch the game and tap the Facebook button on the login screen.

Accounts registered via email login require a confirmation from the user. After registering for an account, you should receive an email containing a link that will confirm your registration and allow you to log in to your account.

If you have already confirmed your account and you still cannot log in, please verify that you are inputting your address and password correctly – the fields are case-sensitive and some devices will auto-capitalize the first character.

Please verify that you are logged in to your account on the Game Center app itself. If you are not, the game will be attempting to make contact with the Game Center app and bouncing back, halting the login process.
Please visit Apple iForgot to retrieve, change or reset your Game Center password.
Sometimes if you are switching to other apps that also use sound, your device can get confused and stop playing certain kinds of sound. Force quitting and relaunching the app should resolve this.
Have you checked the switch on the side of your device? In our game, it functions as a mute switch, and sometimes people don’t realize that. It’s also possible the game is stuck muted, and the switch doesn’t unmute it. See here for more details: http://support.apple.com/kb/HT4085

If you are still experiencing difficulty, force quitting and relaunching the app might resolve this.

Force quitting and relaunching the app should resolve this issue.
It is possible that the item in question has accidentally been stacked on top of another object – meaning they are sharing a grid square, rendering them invisible and inaccessible to you. This can happen when the connection to our servers is interrupted while you are moving the item. Please scroll to the bottom of this page and complete a support request using the form. Please categorize the request as “Technical” and include the BBB ID of your account.
Sometimes transactions can take a while to process – you may find that you will soon receive your purchase. If you do not, please forward a copy of the receipt you received from iTunes/Google Play/Amazon Market for your purchase to support@bigbluebubble.com along with your account’s BBB ID (found in the Options Menu under Support), and we would be happy to assist.
On iOS:

1. Sign in to your account on the iTunes Store. Once you are logged in, select the small arrow next to your Apple ID in the upper right corner and click Account.
2. On the Account page, there is a heading titled Purchase History – click the See All option beside it.
3. A list of purchases will appear. On this page, you should be able to locate your in-app purchase for My Singing Monsters. If you made multiple purchases at the same time, you can click on the arrow on the left hand side of the listing to expand it for more details.

On Android:

1) Sign in to your Google Play account.
2) Go to “My Android Apps” in the upper right corner.
3) Go to “My Orders & Settings” along the bottom to the left. On the next page, you should be able to locate your in-app purchase for My Singing Monsters.

On Amazon:

1. Sign in to your Amazon account.
2. In the top right corner there is a button that reads, “Hello, [name] Your Account.” Select the small arrow on the button to access the dropdown menu and click “Your Android Apps & Devices.”
3. On the next screen, find the My Singing Monsters app and select the “Actions…” button at the far right.
4. Click on “Your in-app items.” On the next page, you should be able to locate your in-app purchase for My Singing Monsters.

You can claim your free diamonds by tapping the “Claim Rewards” button in the Options Menu. If your free diamonds still aren’t appearing, you can submit a Support Request to the offer provider’s tech support by going to the bottom of the Free Diamonds menu, tapping the “Missing Diamonds?” button, and completing the request form.
We are pleased to report that we can do this for you! You will need to first create an account using the login method of your preference on your Android/Amazon device (we recommend that your new account not be created via anonymous login). Please scroll to the bottom of this page and complete a support request using the form. Please categorize the request as “Login Issue” and include the BBB ID of your original account, as well as the BBB ID of your new account.



Contact Support

If you didn’t see your question listed above, or if you would like clarification on any of the answers, we invite you to fill out the form below and we would be happy to assist. Our hardworking and devoted support team operates Monday to Friday during standard business hours, and processes support requests in the order that they are received. Please be advised that miscategorized requests can take longer to process, and that there may be additional delays in replying to support requests, depending on game updates or unforeseen circumstances.

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