Having problems logging in? Well, you've come to the right place! Below, we list the most likely reasons that people can't get logged in, and what to do if you find one of these is stopping you from playing.

Log In Problems

QUESTION: I forgot my password, what do I do?

• ANSWER: The best way to deal with a forgotten password is to return to the login screen and make your best guess as to what your password might have been. If you guess correctly, you'll get logged in, and everything will be fine. If you didn't guess it, you'll be given an option to have your password emailed to you. Just type in the email address that you used when you signed up for the site, press the "Send me my password" button, and watch your email for your password. Once you have sent for your password, be sure to check your junk/spam folder if you don't see it in your inbox. It is best to add gt-admin@goldtoken.com to your address book/whitelist before contacting us, as it is very common to have email delivery problems because of automated filters.

QUESTION: After two tries, I get logged in, but when I click on a game, it tells me I'm not a player in that game, even though it shows my name.

• ANSWER: This means one of two things: either your browser is not set up to accept cookies, or your cookies have become corrupt. Read below for more information about how to address these.

QUESTION: My browser doesn't accept cookies. They're bad, aren't they?

• ANSWER: Some people mistakenly believe that cookies can control your computer, wipe out your hard drive, or do numerous other dangerous things. GoldToken sends only two cookies. One is your name, the other is an encrypted version of your password. That allows us to know that you really are who you say you are. If you don't accept the cookies, you are in effect saying that you want to be anonymous at our site, so we can't verify that it really is you when you go to play your game. Since we aren't going to let just anybody play your games for you, you have to use the cookies if you want to play at our site. Each browser enables and disables cookies in a little different manner, but each is enabled by default, so you should know how to turn it back on if you turned it off.

QUESTION: My browser accepts cookies, but I'm being told that I'm not a player in my own game!

• ANSWER: Your cookie file is most likely corrupt. This happens more often with Internet Explorer than with other browsers. The way to fix it is by going to the menu item Tools at the top of Explorer. Then scroll down to Internet Options and click the Delete Cookies button there. Works like a charm. If you have problems emptying your cookies or find it overwhelming to do, try the question and answer section of Cookies & Cache.

QUESTION: I've tried everything you said, and I still can't get logged in.

• ANSWER: The items listed above are the most common problems, but there may be a few more things that could be wrong. While our system works for hundreds of players every day, the problem on your end could be a simple fix. Please contact us and we'll try to work through it with you to find out exactly what the problem is.

QUESTION: I have a problem browsing or playing games but know I am logged in. Sometimes I could not get on to the site at all, other times I could get on the site but when I tried to browse my connection would time out.

• ANSWER: Some ISP’s develop a list of Internet sites that either need to be completely blocked or denied cookies from because they deem these sites as possible sources of Spam. If this is so, you will need to bring this to your ISP’s attention and convince them that Gold Token is a legitimate site and not a source of Spam to please remove Gold Token from their Spam list. If you contact your ISP and they do not have GoldToken on a Spam list. Then try this corrective action:

If you are using Microsoft Internet Explorer, then open Internet Explorer then click on:
1) TOOLS
2) INTERNET OPTIONS
3) SECURITY
4) TRUSTED SITES
5) SITES
6) In the box where it states Add this website to the zone Type in http://www.goldtoken.com
7) Click on ADD
8) Click on CLOSE and restart Internet Explorer

You should now be able to access Gold Token.

For slow page load problems:

The average site "page load" speed across the internet is 8.2 seconds. GoldToken averages 5.88 seconds (measured with a 10 mbps connection). To give you an idea where we fit into the scale of things: Google averages 4.4, and MSN 6.8 seconds. That's not to say GoldToken, or any site for that matter, won't have occasional problems, bumps and burps along the way.

• To check GoldToken's current page load speed, go to http://tools.pingdom.com/fpt/ and enter goldtoken.com, click the "Test Now" button and our current page load speed will display. If GoldToken pages load slower for you, you will want to peruse the possibilities noted below.

When the site is running fast for everyone but you, and your pages are taking forever and a day to load, follow these few tips:

There can be a couple of reasons you are experiencing extra slow pages.

• Your ISP may have toggled your service if you used more than their allotted amount of bandwidth in a period of time.
• You might be running more programs at one time than your computer can handle.
• You may have a case of malware going on.
• You might need to empty your cookies, cache and reboot to refresh your computer.
• You might need to defrag your computer.

The easiest solution to first try is emptying your cookies, cache and reboot. If this does not solve anything or only has minimal results, run a malware removal program. For more information about malware and how to remove it, read our info page Pop-Up Problems and Banners seen on Gamesheets.

Phone your ISP and make sure you are not toggled. Usually, an ISP will only toggle you for a day up to a week depending on the service. But sometimes, they toggle whole groups when a certain number of people are online using their services at the same time.

In Windows Task Manager, check to see how many processes are running. Under the Performance tab, you can see what these processes are doing with your memory. If you find your system is consistently using more than 50% of your available amount memory, close extra programs that might be taking up your memory, like messenger services, music programs, and instant gaming programs. These in particular are big memory hogs. After closing unneeded programs, reboot and start fresh to release reserved memory for them. If you must have these extra programs running while online, consider purchasing more memory.

Clean up your computer files and Defrag. If you have so many files taking up space on your hard drive, it can considerably slow your system down. There is no set rule on the amount of space to have available as hard drives come in many sizes, but be reasonable. If you have a 20 gig hard drive and have filled 18 gigs, you are only allowing 2 gigs for the virtual memory needed by windows to run smoothly. Defragging helps your system find files faster so runs quicker. Much like an oil change for your car, you should defrag on a semi regular basis even if you do not add more files to your system. Windows is always updating and adding files, downloading email etc.

A One Time Slow Problem:

If it is a one time thing and all of a sudden, the site pages are extra slow, check with our GoldToken Support team. They can run a database check to make sure GoldToken is running at it's best.


If you continue to have problems, you can also run a traceroute, and send the copy and pasted results to our support team, GoldToken Support so we can forward them to our hosting company.

Click this link to learn [ How to run a traceroute ] to see if there are any connection problems.

Logging in from your Cell Phone:

QUESTION: The login page says you have cell phone support. Do you have to go to a special URL to get a scaled down version of the web site? I can see the main website, but its the same content as my computer screen, so nothing really fits on my cell phone screen.

• ANSWER: When you arrive on GoldToken using your phone, you are automatically redirected to our mobile pages at http://m.goldtoken.com. Phone screens are considerably smaller than a normal computer monitor and depending on the phone, some may be pretty small to view the site well. If you still find the pages too big, try adjusting the game graphics to the smallest size or checking the "I use WebTV" box in your general preferences.

---

---

Still Having Problems?

QUESTION: Please explain why I am still having problems.

• ANSWER: When you open a page on GoldToken, the page data is carried through the system to your Internet Service Provider (ISP) via the most efficient path possible. Sometimes, exceptional circumstances mean the net may need to use a less-direct path.

When your ISP receives your page information, they begin the important job of carrying it across their network to your home. They must ensure there’s enough capacity where they receive the data from our website along with any other page you have open. Otherwise, your page upload quality will suffer. Finally, the page data must travel into your home.

In addition to congestion in your ISP’s network, your page upload performance can also be affected by the size of the ISP’s connection into your home, your wi-fi setup, and other in-home factors such as the number of connected devices.

Congestion on any portion of the end-to-end path will affect your page speed load and quality, especially at peak times. This can cause frequent interruptions and fuzzy picture quality. When everything works well, you should get a smooth page upload experience.

To reiterate: You may experience poor quality slow loading pages due to a number of factors, such as issues with your Internet Service Provider (ISP), the number of connected users or devices, your hardware, your software and software configuration, your connection to the internet (wireless or ethernet cable), whether you have exceeded your allotted data quota, or problems with the page itself.

• The following checklist includes troubleshooting tips to help fix page load issues.

Some of these steps require updating your browser or restarting your computer, so you may want to open this page on another computer or device so you can easily use it as a reference.

Troubleshooting Tips

• Check your browser

Check whether the page is loading correctly after trying each of these internet browser (e.g. Google Chrome, Firefox, Internet Explorer, or Safari) troubleshooting tips:

Refresh your browser window. On many browsers, you can press the F5 key or Command+R keys on your keyboard to reload the current page.
Close all other tabs and windows in your browser.
If you'd like the best page viewing experience, always upgrade to the most recent version of your browser.

• Find out if your browser is updated

Go to http://whatbrowser.org and you’ll see what browser you are currently using.

- If you see “This is the most current version,” your browser is already updated!
- If you see “There is a newer version,” click the Update your browser button and download the newest version of your browser.

• Clear cache and cookies

How to clear cache and cookies

Google Chrome
Review the instructions in the Google Chrome Help Center.

Windows Internet Explorer, Mozilla Firefox, Apple Safari or Opera
Review and follow the instructions provided by your browser:

Windows Internet Explorer - https://support.microsoft.com/ph/807
Mozilla Firefox - https://support.mozilla.org/en-US/
Apple Safari - https://www.apple.com/support/safari/
Opera - http://www.opera.com/help


Effect of clearing cache and cookies: Keep in mind that clearing your cache and cookies erases your settings for websites. Here are some examples:

If you opted to have sites remember your username and password, they will be cleared from your browser's memory when you clear cache and cookies, and you'll have to sign in again.

Websites might load a little slower because all of the images and content pieces have to be loaded from scratch.

Recommended first step: If you're seeing problems in how webpages are displayed in your browser, we suggest first using your browser’s incognito or private browsing mode to see if the problem you're seeing is caused by something other than cache or cookies.

• Restart your home network

Here’s how to restart your home network:

1. Turn off your computer
2. Unplug your modem and your wireless router if it’s a separate device
3. Wait for about one minute
4. Plug in your modem and wait until no new indicator lights are blinking on. If you unplugged your router, plug it back in and wait until no new indicator lights are blinking on.
5. Turn on your computer and try playing your video

• Connect your computer to your modem

Try plugging your computer directly into your modem or router with an ethernet cable, rather than connecting wirelessly. If this fixes the problem, reposition your modem or router, as interference or range issues may have caused the poor connectivity.

If you're connected directly to your modem and still can't play your video, you may want to check with your equipment provider to make sure your modem and Internet service are working properly.

• Check your internet connectivity

If the above steps didn't help, try these tips to improve your internet connectivity:

1. Make sure your internet usage isn’t at capacity -- for example, someone on your home network is downloading a large file while you’re trying to watch YouTube.
2. Check your computer for viruses, spyware or a hard drive that’s reached its full capacity.
3. Move your router to a new location to improve signal strength. Your router should be elevated off the floor (like on a bookshelf or desk), and placed in a central location in your home.
4. Move any cordless phones, microwave ovens, or other wireless devices away from your router. These devices often cause wireless interference.