DC Heroes United - Troubleshooting

Get troubleshooting assistance for technical issues you may be encountering.

DC Heroes United uses Simplified Chinese or Japanese depending on the language setting of your iOS device.

If you are using both Japanese and Simplified Chinese on your device, the fonts in DC Heroes United may appear incorrect depending on the language priority in iOS.

For example, if Japanese is set as a higher priority than Simplified Chinese, yet you have DC Heroes United set to display in Simplified Chinese, the app will attempt to use the Japanese font to render the Simplified Chinese characters.

Similarly, if Simplified Chinese is set as a higher priority than Japanese in your iOS settings, and you have DC Heroes United set to display in Japanese, the app will attempt to use the Simplified Chinese font to render the Japanese characters.

Either way, the characters in DC Heroes United may not be readable.

Solution

You can adjust your phone’s language settings by visiting Settings > General > Language & Region > Preferred Languages.

Ensure that your desired font is displayed and that the priority of your chosen language is set appropriately.

To see Simplified Chinese correctly, set it as a higher priority than Japanese.

To see Japanese correctly, set it as a higher priority than Simplified Chinese.

You will need an active internet connection to play and enjoy the interactive series and mobile game of DC Heroes United on the mobile app. The 30-minute episodes resulting from the audience’s weekly decisions will also air on Tubi and DC’s Official YouTube. 

If you delete and reinstall the app, you lose access to your progress. It may not be possible to restore your account.

If you lose access to your account, Customer Support may be able to help in some circumstances. Please contact support and have your Player ID ready.

Currently it is not possible to transfer your progress to a new device.

Our teams are working hard to provide this feature in a future release. 

Please use the following methods to update your app to the latest version.

iOS (iOS11+)

On your device, navigate to the DC Heroes United app page in the App Store and press the “Update” button.

Android

On your device, navigate to the DC Heroes United app page in the Google Play Store and press the “Update” button.

When DC Heroes United crashes, it can be due to various reasons including bugs, compatibility issues, hardware limitations, corrupt data or insufficient resources. Here are some common fixes that you can try to resolve the issue:

  1. Restart your app. Close the app completely and relaunch.

  2. Update your app. Check that you are using the latest version of DC Heroes United.  Visit the Apple App Store or the Google Play Store and check to see if there’s a new update. If so, please download and install it. Please restart your game and check to see if you have received your order.

  3. Restart your device. A simple restart may resolve issues by clearing the device’s memory and closing background processes which might be causing conflicts or using too many resources.

  4. Check app permissions. Sometimes an app may crash because it’s been denied critical permissions (like access to storage or location services). Make sure the app has all the permissions it requires.

  5. Free up device storage. Insufficient storage can cause crashes. Try freeing up device memory by deleting unnecessary apps, files and cache data.

  6. Check for device updates. Ensure your device’s operating system is up to date. 

  7. Review app compatibility. If your device is very old it might not be compatible with the latest version of the app. Check the app requirements to ensure compatibility with your device.

  8. Reinstall the app. Uninstall and reinstall the app, ensuring you’re using the latest version.

  9. Report the issue. If none of the above troubleshooting steps work, please raise a customer support request in this portal. 

Connection problems can arise due to various issues including network problems, server-side errors, connectivity issues or even software glitches.

Here are some common fixes that you can try to resolve these issues:

  1. Check your internet connection. Ensure your device is connected to the internet through Wi-Fi or cellular data. Try accessing a website through your device’s browser to confirm internet connectivity. If you are connected to Wi-Fi, you can try getting closer to the router to improve the signal strength.

  2. Update your app. Check that you are using the latest version of DC Heroes United.  Visit the Apple App Store or the Google Play Store and check to see if there’s a new update. If so, please download and install it. Please restart your game and check to see if you still get a network error.

  3. Restart your device. A simple restart may resolve issues by clearing the device’s memory and closing background processes which might be causing conflicts or using too many resources.

  4. Switch between Wi-Fi and cellular data. Sometimes, the issue might be with your current network. Switching to another network might resolve the issue. For instance, if you’re on Wi-Fi, try switching to cellular data, or vice versa.

  5. Check for device updates. Ensure your device’s operating system is up to date. 

  6. Disable VPN or Proxy (if applicable). If you’re using a VPN or proxy, it could be interfering with the app’s ability to connect to its servers. Try disabling these tools to see if that resolves the issue.

  7. Check app permissions. Sometimes an app may have connection problems because it’s been denied critical permissions (like access to storage or location services). Make sure the app has all the permissions it requires.

  8. Report the issue. If none of the above troubleshooting steps work, please raise a customer support request in this portal. 

Although orders are usually delivered within a short period of time, there are occasionally purchasing delays. There’s no need to re-purchase your order. 

While you wait, please make sure you are using the most up-to-date version of DC Heroes United. Visit the Apple App Store or the Google Play Store and check to see if there’s a new update. If so, please download and install it. Please restart your game and check to see if you have received your order.

If your app is up to date and you still have not received your order, check with your bank or payment platform to verify that the payment went through.

If you were billed, restart DC Heroes United and see if the purchase process resumes. The method of exiting the application differs depending on the operating system you are using.

If you were not billed correctly, the purchase may have been canceled by your bank or payment platform. Consult the Apple App Store or the Google Play Store for further assistance:

Genvid does not process payments or maintain your billing information. Therefore, depending on your device, your purchase was handled either by Apple App Store or Google Play. 

Please visit their payments support pages for further assistance:

Need to raise a support request? Contact us.