FAQs

What is the Guild Probation Period?
The Guild Probation Period is a cooldown designed to discourage frequent switching between guilds.
It restricts some guild functionalities temporarily when you change guilds.

When Does the Probation Period Apply?

• First-time Guild Entry: No probation period.

• Leaving a Guild: A 24-hour probation period begins immediately upon leaving a guild; whether you were kicked or left voluntarily.

• Joining a New Guild: If you join another guild during the 24-hour period, the remaining time continues to count down in the new guild.

How Does the Probation Period Work?

• The moment you leave or are kicked from a guild, a 24-hour timer starts.

• If you join a new guild during this countdown, you remain on probation until the timer ends.

• You cannot reset or shorten this countdown by joining another guild.

What Restrictions Apply During the Probation Period?

While you're on probation in a guild, you cannot:

• Be promoted or demoted.

• Participate in guild projects or events.

• Request or give help.

• Contribute to guild funds.

1. Where can I get tree sprouts?
   You can receive tree sprouts as rewards for completing orders in the market, boat, or plane.

2. Where can I find the eco licenses?
   Eco licenses are rewards for completing Stay Green quests. Don’t worry if you’re short on licenses; new quests will appear within 7 hours. All Stay Green quests can be found in the questbook.

3. How do I take a photo of an animal?
   To photograph an animal, wait for the camera icon to appear near it, then tap to snap the photo. (Note: You need to have a quest for this feature first.) The quest becomes available after completing the initial tree sprouts quest requested by Wolf.

4. I think I photographed all the animals, but it shows 8/9. Why?
   If it shows 8/9, you’ve missed photographing one animal. Most likely, it’s a deer, as they tend to hide. Don’t worry—just keep an eye out, and the shy deer will eventually appear. You can also ask for tips from the community if needed.

5. How do I get beavers?
   Beaver quests become available immediately after completing the photo hunt quest.

6. I found one beaver. When will the next one appear?
   Beavers appear in groups of three. Once you’ve found all three, you’ll need to wait 7 hours for the next group to parachute in.

7. Where are the beavers? I can’t spot them.
   Beavers are marked with a red balloon and can appear on any island, including the guild island. Keep looking carefully; you’ll find them!

8. I don’t have any quests for the Stay Green event now. What happened?
   After finding the first three beavers, you’ll need to wait 7 hours for the next drop. The quests will reappear along with the necessary licenses, so don’t worry—they’ll be back soon.

1. When is fishing available?
   Fishing becomes available once you reach Level 18.

2. How do I fish?
   Click on the small boat icon, then use the joystick to navigate the boat. Once you spot fish, stop the boat and tap the fishing rod icon. Cast your lure near, but not directly on, the fish. Then wait for a bite! (Check the video tutorial for more tips.)

3. What should I do when a fish bites?
   Quickly tap the screen to catch the fish. If you’re too slow, it will escape—but don’t worry, you’ll save the lure for the next attempt.

4. What can I do with the fish I catch?
   You can either release the fish to save space in your cooler or sell it. Releasing the fish doesn’t replenish the spent lure, though.

5. Why isn’t the Fish Market responding when I click on it?
   To open the Fish Market, you need to drive your boat to it first. Once you’re close, the option to open it will appear, and you can choose which fish to sell.

6. Why are some fish rarer and worth more?
   Initially, all fish are common. Rarity is determined by the size and type of fish. Larger, rarer fish will sell for a higher price based on these factors.

7. How many types of fish are available?
   Currently, there are 7 varieties of fish in the game.

8. How many lures do I have?
   You start with 5 lures, and one lure is renewed every 30 minutes. Lures cannot be purchased with gems or obtained through ads (for now), but in-game offers to acquire lures will be available soon.

9. What happens when I sell the fish?
   Selling fish at the Fish Market earns you sea silver, which you can use to purchase useful items in the Daily Deals section.

10. Are there plans to expand the fishing feature?
    Yes! This is just the beginning of the fishing feature. We’ll be testing and refining it for smooth gameplay and will introduce additional elements to make fishing even more engaging in the future.

Q: What are runes and how do I use them?
A: Runes are special items that provide temporary boosts or benefits, such as increasing material rewards for orders or reducing plane return times. They are particularly useful for optimizing your strategy during tournaments. To use runes, head to the Shrine on Jade Island and implement them there.

Q: Can you provide tips on using the library?
A: The library is crucial for maximizing delivery and production benefits. For production, it increases the number of items produced, while for delivery, it adds a percentage to standard deliveries and boosts order rewards. For more tips, check out Alden’s detailed video guide: Alden’s Library Tips.

Q: How can I increase my inventory/storage?
A: To increase your warehouse limit, tap the arrow at the bottom of the screen when inside your inventory. The warehouse is located on your pier/dock. If you’re overloaded, you’ll need to manually sell items one by one before upgrading the inventory.

Q: What are special items for in the storage?
A: Special items, such as tickets, runes, and seeds, can be used strategically to progress faster in the game. These items can enhance production, boost rewards, or provide other beneficial effects to improve your gameplay experience.

Q: What do the different colors in the library represent? (Blue, green, brown, purplish)
A: The colors in the library represent different regions or themes:

• Blue corresponds to Haven
• Green to Tropicalis
• Pink to Jade Island
• Orange… well, you know! (It's a mystery!)

Q: Will I receive any materials back if I cancel production?
A: Unfortunately, no. Canceling production results in the loss of any materials invested, and you won’t receive a refund for them.

Q: How do you get Loyalty Points (Purple Hearts)?
A: You earn loyalty points (purple hearts) by contributing to your guild’s projects. When a project is successfully completed, each contributor receives loyalty points based on the amount of produce they contributed.
To collect your loyalty points, tap the envelope icon in the upper left corner next to the settings button to open your inbox. You’ll be notified when a project is finished, and by tapping the message, you can see how many points you earned and collect them.

Q: How can you use Loyalty Points?
A: Loyalty points can be used to purchase special decorations, which provide more happiness than regular decorations. These special decorations are available in the construction menu. To access it, tap the mallet icon in the lower left corner of your screen.

Q: How can I move buildings?
A: To move a building, tap on it and select the button with the arrows on the left side to enter edit mode. You can also enter edit mode by tapping and holding the building. This will allow you to move buildings around as needed.

How can you increase the population and keep it happy?

On each island, you can purchase housing buildings with coins or gems to increase your population. A larger population is essential for building and upgrading production buildings. Houses purchased with gems bring in more residents, but they still require the same amount of happiness to keep everyone content. Maintaining high happiness levels is key, as happier residents result in lower production costs for goods on that specific island.

To boost happiness, you can create leisure spaces like swimming pools, sunbeds, and gazebos, providing perfect relaxation spots for your islanders. Upgrading existing houses is another great way to increase your population without using extra space. Upgrading the Townhall not only increases happiness points but also boosts your overall population.

To further optimize your island, consider upgrading both houses and the Townhall for even more population and happiness benefits. Additionally, higher happiness levels grant more points in player tournaments. Keeping your islanders happy is the key to success! 🙂

We truly appreciate your effort to help us improve the game. Your feedback is invaluable to us.

We encourage you to share your suggestions on our social platforms, where ideas are discussed in greater detail with both the community and our developers. This collaborative approach helps us gather different perspectives and implement the best possible improvements.

To share your ideas and suggestions, please visit our Discord Server:
https://discord.gg/bGf7tq3Hnr

Thank you once again for your dedication and support! Your feedback helps us continuously update and deliver fresh content in the future!

Your progress is automatically saved on the device you are using.

To ensure your game data is safe and can be transferred to other devices, connect your game to an email address in the settings.

This way, if you change devices or reinstall the game, you’ll be able to recover your progress by logging in with the same email.

To recover your account, you must have previously connected it to an email on your original device. You can do this in the settings.

On your new device, start the game and complete the tutorial until you can access the settings menu. Then, select the "Sign in with Email" option, enter the email you registered with, and your progress will be restored.

Your Personal ID is a unique identifier for your account.

It can be useful for troubleshooting issues, contacting support, or recovering your account.

You can find it by going to your profile in the settings menu (accessible via the cogwheel icon in the top left corner of the screen).

Your Community ID is used to log into the community page at https://sunshineislandgame.com/.

You can find it by going to your profile in the settings menu (accessible via the cogwheel icon in the top left corner of the screen).

Forgetting a password happens to all of us, but don’t worry—you can easily recover your account if you have an email address linked to it. If you haven’t set up an email address yet, we recommend doing so as soon as possible.

Here’s how to recover your password:

1. Visit our website: https://ma.ggs-ill.com/web/en/rp/index.html.
2. Enter the email address linked to your account and click submit.
3. A password reset link will be sent to the email address associated with your account. (check your spam folder as well!)
4. Click the link in the email, follow the prompts to enter a new password, and you’ll regain access to your account.

If you didn’t set an email address for your account or can no longer access the email you used, please contact our Support team, and we’ll assist you further.

To delete your account, follow these steps:

1. Open the Settings menu in the upper left corner.
2. Click the "Legal" button.
3. Scroll down and click the "Delete Account" button.
4. Type 'Delete' to confirm that you want to delete your account.
5. Click "Delete" to initiate the process.

Important Notes:

• Once started, the deletion process includes a 14-day waiting period. You can stop the deletion at any time within this period if you change your mind. Once deleted, all progress and data will be irretrievable.

If you no longer have access to the game, please use the following contact form: GDPR Help Center.

If you are being redirected to Support when trying to log in, it usually means there’s an issue with your account. Here are some common reasons why this might happen:

Account Suspension: Your account may be suspended due to certain activities.

• Toxic Behavior: We strive to maintain a friendly gaming environment. Any form of harassment, abusive messaging, or posting offensive content can lead to a suspension.
• Payment Issues: If a recent payment failed due to insufficient funds, technical issues, or a chargeback, your account may be temporarily suspended. This suspension is automatic and will be lifted once the payment issue is resolved.

If you believe your account has been suspended by mistake, please contact our Support team. They will help you understand the situation and guide you through resolving the issue.

For more detailed information, please refer to our Terms of Service.

We’re sorry to hear that you didn’t receive your purchase. Please follow these steps to resolve the issue:

1. Check with Your Payment Provider: Purchases can take up to 72 hours to process. Confirm with your payment provider that the payment was successfully processed.

2. Look for Transaction Confirmation: Check your email for a transaction confirmation. If you made the purchase on mobile, you should receive a receipt from Google Play or Apple, depending on your platform.

3. Verify Receipt: If you cannot find any receipts, the purchase may not have gone through. Contact Google Play or the Apple Store to verify the status of your purchase.

4. Contact Support: If you have a receipt and still don’t see your purchase, please reach out to our support team with the following details:

   • Date and time of purchase
   • Payment platform (Google Play / Apple Store)
   • Offer and / or Amount of Currency / Items purchased
   • Total amount paid
   • Invoice ID/GPA number

   It would be helpful if you could provide a copy of the receipt with this information. We will investigate the issue and assist you in resolving it.

We’re sorry, but we are unable to transfer purchases between accounts. According to the game’s Terms and Conditions, having more than one account is not permitted.

If you have accidentally made a purchase on a secondary or mistakenly created account, please log in to that account and request a refund. You can do this by using the "Help and Support" button that can be found in the settings menu.

Please ensure that you do not use any of the purchased items, as this will help us process your refund request more smoothly.

We understand that price differences across platforms can be confusing. Here are a few reasons why this might happen:

1. Regional Pricing: Prices are adjusted to reflect the economic conditions in different regions, such as variations in local GDP.
2. Third-Party Fees: Each platform charges different fees, which can influence the final price you see.
3. Currency Exchange Rates: Fluctuations in exchange rates can also cause price differences.

We strive to keep pricing fair and consistent, but these variations are necessary to maintain a balanced experience for all players.

Please note that Apple may send your payment receipt up to 5 days after the purchase. In some cases, they combine multiple transactions into a single receipt.

We recommend checking your purchase history through your Apple account here to verify if you were charged correctly.

If, after reviewing your purchase history, you still believe you've been overcharged, we ask that you contact the App Store directly for assistance at www.apple.com/support/itunes/contact/.

Please note that since payments are processed by the App Store directly, only they can assist with billing issues.

Please note that it can take up to 3 working days for a payment to appear on your credit card bill. The date shown on your statement may not match the exact date of the purchase; it reflects the day the charge was processed.

If you believe you've been charged without making a purchase, please contact our Support by using the "Help and Support" button that can be found in the settings menu. 

The currency in the in-game shop is determined by your app store settings and the country linked to your app store account.

Unfortunately, we cannot change the currency directly within the game. To update the currency, you’ll need to change your country settings in your Google Play account.

To change your country settings on a Google Play-based device, follow these steps:

1. Sign in to your Google Payments account by visiting payments.google.com.
2. Click Settings in the left panel.
3. Click Edit next to the Home Address listed and update it with the correct address.
4. Open the Google Play Store and navigate to any item for download.
5. Click to start a download and proceed to the "Accept and buy" screen (you don’t need to complete the purchase).
6. Close the Play Store, then force stop and clear data for the Google Play Store app (go to Settings > Apps > Google Play Store > Force Stop and then Clear Data) or clear your browser cache.
7. Reopen the Play Store. You should now see the Play Store in the correct currency based on your payment method’s billing country.

For any issues during this process, please contact Google Play Support.

If you’re having trouble making a purchase through Google Play, there are several possible reasons why the payment may be blocked.

These issues are usually temporary and can often be resolved by trying the following steps:

1. Ensure you have a strong and stable internet connection.
2. Check that your device’s software is up to date.
3. Verify that you haven’t reached your app store’s daily spending limit, which is designed to protect your account from unauthorized charges.
4. Review your Google Wallet purchase history to check if the payment was approved or declined.
5. Restart your game app or your mobile device.

If none of these steps resolve the issue, please remember that payments are processed by the Google Play Store directly. For problems such as declined credit cards or insufficient funds, you will need to contact Google Play Support for further assistance.

We’re sorry to hear that you’re experiencing issues with your purchase.

Please note that there may be delays in processing transactions, and we recommend allowing a waiting period of 2–3 hours for your account to be credited.

If, after this time, you still haven’t received your purchase, please reach out to our Support Team with the following information to help us investigate:

1. A brief description of what happened while you were making the purchase (e.g., any error messages or screen freezes).
2. A screenshot of your purchase confirmation showing the transaction ID:
   • For Google Play, this ID will start with GPA and should have been sent to your email. You can also find it by visiting payments.google.com.
   • For Apple, the receipt should have been emailed to you by Apple. You can also check your purchase history by following Apple’s guide here.

Please remember that payments are processed directly by the respective app stores. If there are issues with the payment process:

• For Google Play, please contact Google Play Support.
• For Apple, reach out to Apple Support.

We are currently investigating an issue affecting purchases on the Microsoft (UWP) version of the game.

What’s happening?

Some players who made purchases on Microsoft (UWP) are not receiving the items they bought.

Our team has identified that:

• Payments on Microsoft (UWP) have been affected since April 24
• This issue may impact multiple players and titles
• We are actively working with our partners to identify and resolve the root cause

What should I do if I’m affected?

If you made a purchase but did not receive your items, please contact our support team so we can help you as quickly as possible.

👉 Use the “Report Issue” button below (or the in game chat / support form)

To speed up the process, please include:

• Your Player ID
• The item(s) purchased
• The date and time of purchase
• A screenshot of your receipt (if available)

Why do I need to contact support?

Each case needs to be reviewed individually so we can:

• Verify the purchase
• Grant missing items or resolve the issue
• Help us gather important data to fix the problem globally

When will this be fixed?

We are treating this as a top priority and are working to resolve it as quickly as possible.

We’ll share updates as soon as we have more information.

Thank you for your patience

We understand how frustrating this is and truly appreciate your patience while we work on a solution 💛

If your game keeps crashing or is not loading properly, try the following troubleshooting steps:

1. Update the app: Ensure you have the latest version of the game installed on your device.
2. Check your internet connection: A stable internet connection is necessary, and Wi-Fi is required to install new updates.
3. Free up memory: Make sure you have enough free space on your device. Lack of storage can cause technical issues. If possible, free up some space and try again.
4. Clear the app cache: You can do this in your device’s settings or by deleting and reinstalling the app. Make sure to remove all saved application data from your storage.

If the problem persists: 5. Reset your device to factory settings: Be sure to back up your data before proceeding.

If none of these steps work, please contact us for further assistance.

The game is designed to run on a wide variety of devices, which is great for mobile gaming. However, some devices may encounter performance issues, such as framerate drops or freezing. If you’re experiencing these problems, here are a few steps you can try:

1. Check your graphics settings: Older devices may struggle with higher settings. Lowering your graphics settings to "Low" might resolve the issue.
2. Check battery saver settings: On mobile devices or laptops, battery saver modes can limit resources, affecting performance. Disabling this feature could help.
3. Close background apps: Ensure that no other apps or programs are running simultaneously. Your device's resources are limited, so dedicating them to the game can improve performance.
4. Free up storage space: Running low on storage space can cause performance issues. Try clearing some space on your device by deleting unused apps or files.
5. Clear the game cache: Clearing the game’s cache can resolve issues caused by corrupted data. This can be done in your device’s settings.
6. Ensure adequate device cooling: Overheating can cause performance issues. If your device is getting too warm, let it cool down before resuming play.
7. Check for system updates: Ensure that your device’s operating system and related drivers (e.g., graphics drivers) are up to date, as outdated software can cause compatibility issues.
8. Reinstall the game: If none of the above steps work, try uninstalling and reinstalling the game to resolve potential file corruption.

If these steps don’t help and you're running the latest version of your OS and software, please contact our support team for assistance. We’ll be happy to help!

We’ve all been there: you're happily building, gathering resources, and then, all of a sudden, things stop working. Your buildings don’t upgrade, tasks don’t complete, and nothing seems to be happening as it should. It’s only then that you realize—you’re disconnected. Lag and disconnection always strike at the worst moments, but don’t worry! Here are some tips to help you avoid these issues:

1. Check our Help Centre or Social Media: If we’re experiencing server issues, we’ll let you know through our official channels.
2. Switch Connection Types: If you're using WiFi, try switching to mobile data or a wired Ethernet connection. Likewise, if you’re on mobile data, switching to WiFi can help resolve the issue. Sometimes network providers or specific types of connections cause issues.
3. Improve your WiFi signal: Ensure you’re close to your router and that there’s nothing blocking the signal between your device and the router.
4. Contact your ISP: If your internet connection is still unstable, reach out to your internet service provider to check for any service disruptions.

If you’ve tried everything and are still facing connection issues, feel free to contact our Support team for further assistance.