Hi! Thanks for reaching out about not being able to play videos to catch up in the Word Life app. Just to make sure I understand correctly—are you trying to watch video ads within the app to gain rewards or progress, and the videos just won’t play? Or are you having trouble with other types of videos related to the game?

Meanwhile, the most common cause for video ads not playing in Word Life is usually connectivity delays with the ad provider. Sometimes it helps just to wait a minute or so for the connection to establish when you try to play a video. Have you already tried that? Also, is your internet connection steady during this?

If you haven’t tried these steps yet, here’s a quick checklist we can run through:

1. Ensure your device is connected to a stable internet source—Wi-Fi or mobile data.
2. Try closing the Word Life app completely and restarting it.
3. If the problem continues, clear the app’s cache (on Windows, this typically involves clearing temporary files or reinstalling the app if it’s a desktop version).
4. Check if the app needs an update in the Microsoft Store or the platform you installed it from.
5. Restart your device after these steps.

If you've already gone through these steps or the issue continues, let me know. I can guide you on some more advanced troubleshooting or check if there are any ongoing issues reported recently with Word Life videos in October 2023.

Are you seeing any error messages when you try to play the videos? And is your Word Life app updated to the latest version?

tried all those steps... videos won't play but the challenge of the day works

Thank you for letting me know you’ve already tried the basic troubleshooting steps and that the daily challenge plays fine, but the videos specifically won’t play. That helps narrow down the problem.

Since the daily challenge works but video ads do not, this sounds like it could be an issue with the ad provider connection or how the app fetches video ads on your device.

Here are some more targeted steps we can try:

1. Check Firewall/Antivirus Settings: Sometimes firewalls or security software block the video ads from loading. Try temporarily disabling your firewall or antivirus and then attempt to play a video ad.

2. Test On a Different Network: If possible, switch to another internet connection (like a mobile hotspot) to rule out any network restrictions blocking ad content.

3. Review App Permissions: Ensure the Word Life app (or the platform client you use) has the necessary permissions to access the internet fully. Sometimes Windows privacy settings can restrict background data.

4. Check for Known Service Issues: Occasionally, ad servers used by Word Life experience outages or maintenance. I checked recent support discussions and this is a known intermittent issue but usually resolves quickly—making sure your app is the latest version helps (Socialpoint support mentions waiting up to a minute for the ad connection to establish, but you likely tried this)4.

5. Reinstall the App Completely: Since clearing the cache didn’t help, uninstall Word Life fully and then reinstall it fresh from the Microsoft Store or official source you originally used.

6. Contact Word Life Support: If the videos still won't play after these steps, it might be something on the server side or your account specifically. You can contact Socialpoint’s support at [email protected] for further assistance.

Would you like me to walk you through checking privacy permissions or testing on a different network? Or do you prefer I help draft a support request to Socialpoint to investigate your account?

Let me know how you’d like to proceed!