What is a data error and how do I fix it?

If you are experiencing a "data error" message upon loading the game, please try the following:1. Free up storage space. You can d...

What is a download error and how do I fix it?

Please try the following, in this order. If the issue persists after completing a step, try the next one.1. Free up storage space. You can d...

My device says it's incompatible, but it meets the device specifications. How do I download the game?

If your device meets our device requirements, and meets the Google Play description's specifications, please try these workarounds for the i...

How do I send a crash log?

Crash logs give us detailed information about your game state, and are very useful if there is a possible issue with your game performance.I...

How do I force close Harry Potter: Hogwarts Mystery?

If you are using an iOS device, you can force close Harry Potter: Hogwarts Mystery by double clicking the home button and swiping away the w...

Why does my game randomly crash?

Generally, players will experience crashing when their device is running low on RAM (which is different from storage memory). In order to al...

How do I turn on/off game notifications?

You can change game notifications settings by clicking on the gear icon in game which bring up the "Settings Menu". Inside the &qu...

I turned off notifications. Why am I still receiving them?

If you have turned off notifications for your game, but you are still receiving notifications, you will need to turn them off within your ph...

I'm missing Coins!

Your coins may have gone towards starting an activity, such as a duel or spending time with a character, as some require coins to start. You...

Why did my progress not save?

The game needs sufficient time to save the data to our servers. If you log out too quickly or if the application crashes before a save occur...

Why am I experiencing lag?

There can be various reasons for lag. Please ensure that your device meets the recommended specifications for the game, and that you close o...

Do I need internet to play this game?

You will need an internet connection to play this game. We recommend a strong wifi or 4G connection to ensure that your game is saving prope...

My spells aren't tracing properly, how do I progress?

If the spell isn't tracing properly, you can skip the spell trace by selecting "Skip" in the bottom right hand corner.If you conti...

I'm experiencing long load times. What should I do?

Please write in to hphm-help@jamcity.com with a screenshot of your loading screen! We want to ensure that your game is loading properly, and...

Why does my game keep crashing? (iOS)

iOS Devices with 2 GB of RAM or less (keep in mind, RAM is not the same as storage space), including most iPad models, iPod Touch models, an...

Recommended Specifications

To play Harry Potter: Hogwarts Mystery on Android you will need to be on at least Android 5.0 and recommend at least 2GB of RAM for a smooth...

Why Does My Game Have Trouble Saving?

It has come to our attention that iOS devices, and many Android devices running Android 7.0 or higher may be utilizing power saving features...

Why is my energy not recharging?

If you are experiencing an issue where your energy does not refill after leaving the game overnight or for some period of time, please try t...

I can't see my avatar on the character creation screen!

If you have just started a new game and are creating a new character and are not seeing the character load on the screen, please use the cre...

How can I report a Video Ad?

If there is a video ad that you feel is inappropriate or is causing stability issues, such as freezing or crashing, please contact our Supp...

I didn't get my reward from Tapjoy Offers

If you have not received a reward from fulfilling a Tapjoy Offer, please contact their fulfillment team at the following link here: https://...

Why can't I connect to the game servers?

There are a few reasons you may not be able to connect to the game servers. Below are some items you can check that may help you get back on...