New GSN Help Coming Soon

Big_News_clip_art_88125135_std.329233502_std-240x300In the coming days, a brand new help experience will be released on GSN.com and GSN Cash Games (Web and Mobile). Here’s a glimpse into the improvements:

– Updated look and feel

– Easier to read FAQs (no squinting necessary!)

– Simplified Inquiry Forms

– Ability to Contact Support without being logged in (for all you frequent password forgetters out there!)

– Improved tracking for bugs/issues

– Help access points for other popular GSN Games (GSN Casino, Solitaire Tripeaks, Bingo Bash, GSN TV…)

Changes to note: 

– Help will open in a separate browser tab allowing you to view FAQs, submit tickets without having to leave the GSN Game you’re enjoying!

– Your current tickets/ticket history (currently accessible through My Support tab in GSN Help) will not be transferred to the new Help system (Don’t worry, the ability to view and reply to your tickets submitted through the new support experience will be available!)

Player Services is excited to share this new support experience with you! Additional improvements and support offerings will be made available in the future to continue to offer the support experience that you deserve!

93 thoughts on “New GSN Help Coming Soon

  1. i have not seen your monkey lite up to give away free tokens in months.why .take it down if you do not use it

    • Hi skiprz, you can read more about the Token Monkey here. Basically he comes and goes, and that’s not set by us. You may want to try clearing your browser cache, some people have reported that can help.

    • I’m sorry you’re having difficulties. If you have not already, please contact Player Services for assistance, and let them know what is happening. To contact them click on GSN Help at the top of the main http://www.gsn.com page. Be sure you’re logged on to your user name so you can see the contact link.

  2. DEAR ANGEL & GSN SUPPORT TEAMS,
    WOW, THIS SOUNDS AWFULLY GOOD!! I WOULD LIKE TO ASK A QUESTION HOWEVER IN REGARD TO THE SEPARATE BROWSER TAB THAT CAN BE ACCESSED DURING GAME PLAY (IF I’M UNDERSTANDING THIS RIGHT?) WHAT I’M WONDERING IS WHETHER OR NOT YOU CAN TAKE A SCREEN SHOT FROM THE GAME AND PASTE IT TO THE SEPARATE BROWSER (OR PAGE?) PLAYER SERVICES ARE ALWAYS ASKING FOR SCREEN SHOTS TO HELP THEM SEE THAT OFTEN THERE ARE DIFFERENCES BETWEEN THE NUMBER OF TOKENS WHICH ARE SHOWING ON THE GAME PAGE COMPARED TO WHAT ENDS UP SHOWING IN ONE’S TOKEN CACHE. I’VE NOTICED THESE DIFFERENCES HAVE BEEN HAPPENING MORE FREQUENTLY IN A NUMBER OF GAMES LATELY?? IT WOULD BE GREAT IF WE COULD JUST CLICK ON THE SCREEN SHOT BUTTON AND FIND AN EASY WAY TO MOVE IT RIGHT FROM THE GAME PAGE ONTO THE “DESCRIPTION” PAGE FOR PLAYER SERVICES.
    I HAVE BEEN ABLE TO GET THE SCREEN SHOT ONTO MY WINDOWS, BUT CAN’T SEEM TO FIGURE OUT HOW TO TRANSFER IT ONTO THE PLAYER’S SERVICE PAGE?? I’M SURE THE FAULT LIES WITH MY OWN IGNORANCE AND INABILITY TO DEAL WITH MY WINDOWS, BUT I ALSO KNOW I’M NOT ALONE IN ATTEMPTING TO DEAL WITH THIS ISSUE. IF YOU COULD PASS ON THIS SUGGESTION PERHAPS SOMETHING COULD BE DONE?? MANY THANKS, ANGEL.
    PAM

    • Are you on a windows computer? When you take a screenshot, try opening paint or a doc file, pasting your screenshot on to there (press Ctrl V), and saving that to attach.

  3. A new customer support feature . . . how about a new forum now so us GSNers can help each other? Any word on that?
    Happy oodling! 😎

    • I’m sorry wakedaddy820, there’s been no word. If there was I’d be posting it so fast it would make your head spin. 🙂

      • I’m agreeing with you glo1959667 as to everyone else!!! I have millions of play for fun GSN Tokens in my account. Angel, I have chat friends that want to file a petition to GSN to make it a token prize center. That was from the old message board where I wished there will be one in the future. I’m sorry this won’t work because GSN can’t allow it. Because if there’s one how about only buy it now prizes? If that happens then I’ll buy away with tons of prizes in my home!!! I hope u understand our true feelings to this form of our reading.

          • yes I have millions too.. that would be a great mothers day event.

        • The games are stacked so that you can more easily “earn” tokens rather than oodles. Maybe, a better suggestion would be to trade tokens for oodles or use tokens to buy them ? Just a thought and I agree with the original idea also. Denny –

          • sodakone, people don’t earn Oodles playing the actual casino games. They can only earn Tokens.

    • I’m with you Glo1959667 ! I’ve often wondered why we can’t get prizes with our tokens ! What are they good for ? Other websites like Publishers Clearing House lets you use tokens to get prizes however you must have an awful lot of them to beat out somebody else who’s trying to get the prize ! Just saying !

      • I believe there are legal restrictions for it Martha. I’m not familiar with a Tokens program on Publishers Clearing House, so not sure how it works.

    • I’ve been contacting mobileapp@gsn.com since April 22 for over 5 million tokens I won but did not receive. When I hit a big payoff on two of the games, the game froze and didn’t pay out.
      All I get is an automate response with a ticket number. I wonder are there actual real people handling these. If so, I wish they would give me my tokens. 5 million is a lot.

      • Kande, Player Services does reply. It can take a few days depending on the issue and how many others have written in. Be sure to always check your spam folders too in case they go there.

    • just checked and the daily challenges are back and working on phone and tablet…happy gsn mobile fan!! thanks gsn

  4. I DO Hope that GSN can get my screen name off the block list for cash games. I have been trying for over a year to get my ids old account cancelled, and to no avail……. Someday I would LOVE to play cash games again, but sorry all………They Wont Let me. Keep telling me I have to use the ids account, and then I will lose 84,000 plus in reward points that took me over a year or better to get. Thanks Hope it changes for the better or I have to leave this site!!!!!

  5. I found it amusing one day because Angel sometimes needs to refer players to Player Services. Which is okay because she can only do so much. I had contacted them in regards to a question/problem with the Video Bingo Deluxe: Daubing for Daisies. We went back and forth for awhile and I dont even remember what it was about, but it was hilarious when they eventually told me to contact Angel. Looking forward to the New GSN Help.

  6. Re: monkey visits. They are still around. They were very active on the weekend,but haven’t seen them since.

  7. Can’t wait 4 the new headaches. Speaking of any1 seen the other 2 winners in the year of the sheep sweepstakes, my bad I meant the easter bunny & bigfoot.

    • Hi, I replied to your question on 4/21. Perhaps you missed it? Here are the other two winners:
      Year of the Sheep Sweepstakes galaxytraveler99
      Year of the Sheep Sweepstakes annlku3022.myp

  8. I have to say that my contact with the Help Center has been very positive. They responded in a timely fashion and did what they could to correct the situation. (I have determined that the freezing of Daubing for Daisies was my computer/Internet Explorer problem.) Therefore, I want to express my thanks to them for a job well done.

  9. I am so very happy (like A LOT of others) to see that there will be “IMPROVED TRACKING FOR BUGS AND ERRORS”. Thank you Very much.

    Now lets hope the GSN Helpers know the games that they will be trying to answer, fix, or comment on, so our questions are not answered with a question as many of us know that’s what happens and the purpose of that happening.

    So AGAIN…THANK YOU SO VERY MUCH FOR THE IMPROVEMENTS…Looking forward to them.

    Thank you Thank you..

    • Hi Candy, the improvements do sound good! I’m looking forward to seeing them too. Player Services can’t actually fix the games. When they ask questions, they’re just trying to get as much information as possible to send to the site or game engineers. To fix certain game problems, they have to be able to replicate what you’re seeing. You can read more about the Player Services team here.

      • I’m aware that the games originate elsewhere but, does GSN create or otherwise own some of the games ? Aggregating on a web site is fine but, it’s often better if your customer service has the ability to take direct action(s) on problem resolution. I realize that may not be “cost effective” or offshoring wouldn’t be so popular. No complaining here, I can understand some of the issues.

        • sodakone, when I say Player Services can’t fix the games, I mean THEY can’t. That’s not their function. Player Services process over 1,000 tickets a day and are a conduit for any issues that arise. For example: Is there an issue with a promotion? Player Services lets the site engineers know. Is a game not performing correctly? Player Services passes that on to the game engineers. The game engineers are the ones who can fix the actual problem. To do so though, they usually need as much information as possible, so they can replicate the issue and see what’s happening.

    • Hi Charlene, please know Player Services works very hard to answer questions and assist people. You can read more about the team here. I have read your other post, but will not be making it public since there are some personal matters in it. I have passed that post to the head of Player Services though. Do assure your Mom no one at GSN can interfere with her games and make her lose. It’s physically not possible. Player Services can see her transactions (what she wins and loses), but they can’t manipulate game play in any way for any individual. No one at GSN can.

  10. Hi there,
    I am still waiting for some new games as many of my favorites have been taken away. I am bored with much of what is left and have chosen not to play much.
    Thanks,
    Di

    • Hi Di, I’m sorry you’ve lost some of your favorite games. We have been rolling out new games such as Jackpot Boogie. I know more new games are coming up too. Hopefully you’ll find new ones you enjoy!

  11. I would like to see a bonus package that you can purchase and use on any game as needed such as buying extra balls on bingo, etc. I will not use my credit card for 40 cents or what ever to buy them. Other games I play on other sites I can purchase my bonuses and draw from them when I need them. Plus I can earn them through out the game. I contacted the help center and was told it can’t be done. Why if other games do? Why would you expect people to use their credit card over and over while they are playing your games. Security is an issue for me on this site.

  12. This is the only place I could find to make this comment.
    I enjoy your game show Idiotest, but it is very annoying to me that your host Ben Glieb is grammatically incorrect when he tells contestants they will lose so many dollars for every second. It be either each second or each and every second. Thank You

  13. Thanks for all the info Angel. I noticed today that the QUICK PLAY on the all games page only shows Bingo, however upon searching I found the trivia with only one question on the halloween candy. The arrow to go to either previous or next is not working, is there another question. Thanks

    • Hi, I’m not sure why it’s not under Quick Play, but you can also find it under My GSN > My To-Doodles. If the arrows are not working properly, perhaps try another browser. I think some people have had issues with Chrome lately.

    • Stash , I noticed too that the Trivia game as well as the Wonder Wheel were missing from Quick Play ! What happened to them ? Will they be back ? If not , what happens to the spins I had saved up?

      • Martha, This is being looked in to, but in the meantim you can access trivia and the Wonder Wheel by clicking on My GSN and then clocking on My To-Doodles.

  14. Hi Angel, Question: On the main games page only Chi Cingo Bingo is left. Why was the daily trivia & token spin wheel games removed?

    • Hi, I’m not sure why they’re not under Quick Play, but you can also find them under My GSN > My To-Doodles.

  15. Hi Angel, not sure where to post this, but just noticed the oodles trivia link is not showing up under quick play on the all games page….do you know why?

    • Hi, I’m not sure why it’s not under Quick Play, but you can also find it under My GSN > My To-Doodles.

    • Hi, I’m not sure why it’s not under Quick Play, but you can also find it under My GSN > My To-Doodles.

  16. Trying to play the new Jackpot Boogie is a test for patience. It hesitates, stops, and sometimes just won’t go. Can’t even see what you are doing in the bonus round – and then it does not give you what you earned. Very annoying – but it looks to be a fun game if it ever works right for me. That is not the only game like that either…..the Safari one is similar. Am I the only one having that problem? Actually, my husband has same problem on his computer too.

    • I’m sorry you’re having difficulties. If you have not already, please contact Player Services for assistance, and let them know what is happening. To contact them click on GSN Help at the top of the main http://www.gsn.com page. Be sure you’re logged on to your user name so you can see the contact link.

    • HI KEA, YOU’RE NOT THE ONLY ONE. I’M HAVING THE SAME PROBLEMS WITH THE SAME GAMES. EVENTUALLY. I’M SURE ALL THE “BUGS” WILL BE ERADICATED! PATIENCE; WE HAVE AN EXTERMINATOR COMING!!!! 🙂 BEST OF LUCK!
      PAM

  17. The Geo tracker won’t let me play cash games. I’ve contacted support 3 x over the past week starting on April 29th, way over the 48 hour wait period. An email said I’m in a restricted state which I’m not, I’m in Minnesota. Support people read their script then when they go on in turning some page the call terminates. One guy said he would help me last Thursday, haven’t heard anything yet. Please help.

    • I’m sorry souzee, I’m not able to assist with cash game accounts but I have passed your post on to Player Services.

  18. Angel: I cannot play any of the games on my mobile unit. When will the games be available again? This is where I play all my games.

    • I’m sorry krupp45, I’m not familiar with the mobile game issues. If you have not already, please contact Player Services for assistance, they should be able to help. To contact them click on GSN Help at the top of the main http://www.gsn.com page. Be sure you’re logged on to your user name so you can see the contact link.

  19. i tried to cntact you through the e-mail but it wouldn,t send me there.I went to put in my secret word of the day and the trivia sight was not there.

  20. I lost tokens numerous time and my e-mails were never answered. I was a good customer, but I guess that didn’t matter. Maybe your new customer service people will be more attentive. I lost 5 million tokens. I have asked for help many times. That is a lot to lose.

    • Hi Stephanie, I’ve passed your post to Player Services, but please be sure you’re checking your spam folders. A lot of times replies back from GSN go there.

  21. HA! HA! This is really funny… I’ve had problems playing mobile games….loss of tokens, tokens not payed at all, and wrong amount of tokens payed out…EVERY request for customer service has been IGNORED. So why do you keep telling players to contact Player Services, if they are ignoring players. I have been waiting since January for resolutions from Player Services, and have even emailed them multiple times,…another waste of my time, since they ignored those too. Have lost close to $3 Million tokens. This just reinforces my belief that GSN does not care to fix the problems with games in hopes that players will just purchase more tokens. Very disappointing experience.

    • I’m sorry for the disappointing experience Jennifer. I’ve passed your post to Player Services, but please be sure you’re checking your spam folders. A lot of times replies back from GSN go there.

    • Hi, I’m not sure why they’re not under Quick Play, but you can also find them under My GSN > My To-Doodles.

    • Hi, I’m not sure why they’re not under Quick Play, but you can also find them under My GSN > My To-Doodles.

  22. Hi Angel, what is “The Monkey”. I play the mobile games. I never see this! I have read people talking about this!

  23. Your All Games Page is messed up links that were at the bottom are now at the top, links under quick play are missing. Also there are no links when on an individual game page under Oodlestunitities, there hasn’t been for weeks now. Also your counter on the new game is slow and off, when you spin the correct number of spins and exit game it tells you still need to spin more to fulfill promo. Its kinda weird when they fix one thing on site they mess up other stuff on site. I do enjoy playing games on site just hate missing links on certain pages. Also is the rv swap it game coming back?

    • Hi PhoenixRising762, I’ve passed your post to the site engineers. They are investigating. I’ve not gotten any new word regarding the RV Swap. That may be part of the issues that have cropped up.

  24. Angel, would you tell the engineers (or whoever is responsible) to put the links back under quick play? When i come on site, it always goes to the all games page and i just click the link; now with it not there i have to go to all games page, click My gsn, click my todoodles, then click bonus trivia. We shouldn’t have to go through all those steps to get to what we want. This isn’t user friendly this way. Thanks.

    • Hi 2jellybeans, I asked yesterday for them to look in to it. There appears to be some kind of bug that’s removed them and they’re investigating. Why are you going to the all games page? You can just click on My GSN for the main GSN.com page (or most pages actually), then click My To-Doodles.

      • It automatically goes to the all games page when i come on the site. I’m glad they are looking into this because now when i went to my to doodles, the trivia question was still check marked and i can’t do the 8:00 am trivia question. It’s locked!

        • It’s check marked when people answer the available questions, but when a new questions starts, the check mark should go away. Have you tried refreshing the page? Or just clicking on it anyway and seeing if you can get through? If these things don’t work, I’d reach out to Player Services.

          • I got it, i had to log off then back on in order to release the check mark. Hope they find out what the bug is soon and tell all employees not to bring anymore of these pets to work…LOL.

    • Hi Dorothy, lately we’ve been releasing a new game every few weeks. 3/23 was Mighty Zeus Slots, 4/16 was Greedy Goblin Slots, 5/4 was Jackpot Boogie Slots. I know others are in the works as well. Hope you’re able to check some of these out!

    • I’m sorry you’re having difficulties. If you have not already, please contact Player Services for assistance so they can investigate. To contact them click on GSN Help at the top of the main http://www.gsn.com page, then look for the green “contact support” button at the top of the help page. I’d recommend logging into your player name before contacting them so there is a record from your account you can access later if need be.

  25. I have tried to submit the Secret Word for three days and when I click Submit nothing happens. My husband thought I got the points, but I checked and I didn’t.
    What would cause this? It has been okay up to now.

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