Double Jeopardy Not Working on Google Home Max

[rhynosmiz]

I have subscribed to Double Jeopardy and have used it for at least two years. It is no longer allowing me to do the 12 questions M-F (only six are available with the free version), and I can't do Teen Jeopardy on Saturday and Sports Jeopardy on Sunday. I have tried to reach out to their support without success. I also can't cancel the subscription. I receive "Error retrieving information from server. DF-DFERH-01. # is what I found to reach out to but have heard nothing.

[rhynosmiz]

Thank you. I've tried all of this and it still isn't working. Do you have any other suggestions?

[Muddi]

Hey rhynosmiz,

Thanks for reaching out. I appreciate @RachelGomez123 for helping here.

I know how it feels when something is not working on your Google Home Max. I'd love to dig deeper into this. To confirm, have you tried to unlink and re-link your Jeopardy account from the Google Home app? Do you experience the same issue when using the Google Assistant app on your phone? Since when did you notice the issue?

Looking forward to your response.

Cheers,

Muddi

[rhynosmiz]

Thank you! I was just charged for the subscription yesterday. I factory reset my Home Max and it still isn't working. It also doesn't work on my Pixel 6 Pro. It started about three weeks ago. The only options I have when getting into subscriptions is to pause payment or cancel subscription. I've tried cancelling, but I get the error I explained in the original post.

[Muddi]

Hey rhynosmiz,

I understand. To confirm, have you tried reaching out with Jeopardy to check if they receive similar reports? 

Cheers,

Muddi

[rhynosmiz]

I have on multiple occasions and heard nothing back. It's getting very frustrating at this point as I'm paying for a service that isn't working and I can't even cancel it. Thank you.

[Muddi]

Hi rhynosmiz,

We understand how you feel. Please note that Double Jeopardy is a third-party app and Google has limited support for it, but I'll still bring this up with the team so we can further check what's going on. I'll get back on this thread as soon as I have more information to share.

Cheers,

Muddi

[rhynosmiz]

Thank you. I reached out to Google Support and they told me to reach out to # but they responded and said they only handle Jeopardy World Tour and not the Google Assistant version of Jeopardy. I've tried reaching out to #  and have not heard back. That is what is recommended on https://www.jeopardy.com/games-more/j6-google-assistant 

Thank you.

[Dan_A]

Hi rhynosmiz,

Are you able to play other platforms/services to your Google Home Max? As mentioned above, 3rd party apps/services like your subscription with Double Jeopardy are out of our scope and have very limited support. It would help a lot if you could contact the support that handles your Double Jeopardy paid subscription.

Keep us posted.

Best,

Dan

[rhynosmiz]

Thank you for your help. I have gotten nowhere trying to email support. Google support keeps trying to get me to go to the Google Play store, but this app is not on the Google Play store. I tried it on my phone and it's still doing the same thing. I did try doing it on my Alexa and that works, but it costs two and a half times much as it does on Google.

[Dan_A]

Hi rhynosmiz,

Happy New Year!

Chiming in to see if you've contacted Google Play about your Double Jeopardy game issue? If you can reach out to Jeopardy support directly that would be really helpful since the error that you're having doesn't involve your Google Home Max since it also relies on the 3rd party apps/games features and functions.

Kind regards,

Dan

[rhynosmiz]

Unfortunately, I never heard back from Sony after reaching out to them about 15 times. I was able to finally cancel the subscription by pausing payments and then canceling after that. I'm really bummed because I've literally tried everything that I can to make this work. I appreciate you all trying to help me but if Sony isn't going to get back to me then this problem will never get fixed. I did try doing it on my Amazon Alexa and it works but the service costs two and a half times as much, so at this point I'm out of luck. Thanks again for your help.

[Dan_A]

Hi rhynosmiz,

Chiming back to see if Sony has already contacted you about your Double Jeopardy subscription?

Tell us how it goes.

Thanks,

Dan

[rhynosmiz]

They have not. I've basically given up at this point.

[Dan_A]

Hi rhynosmiz,

Apologies for the delayed response. Let us confirm again, your Nest Hub Max is working on other commands and features, right? Is it playing music if you ask it to? How about if you ask it to play Double Jeopardy, does it still give you 6 questions instead of 12 questions?

Regards,

Dan

[rhynosmiz]

Thanks again for the response. The Max is working with other commands and features. It plays music or YouTube if I ask it to do so. If I ask it to play Double Jeopardy, it doesn't recognize the command- only Play Jeopardy. It either says I'm a guest user and gives me six questions or just gives me six questions without reminding me I'm a guest user.

[Muddi]

Hey rhynosmiz,

Sorry to hear that Sony hasn't reached out to you yet. Right now, the best thing to do is to send feedback. Make sure to send feedback once you experience the issue. I also suggest that you do it from the Google Assistant app, so the feedback will be forwarded to the right team. 

Cheers,

Muddi

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[rhynosmiz]

Thank you. I'm not able to submit feedback. At this point I believe it is completely broken and the company has never responded. I'm done trying to get this to work. I appreciate your help.

[Princesss]

Hi rhynosmiz,

Sorry for this inconvenience that this has caused you. When you say "OK Google, send feedback", does it give you any responses?

Best,

Princess

[rhynosmiz]

I was able to tell it Jeopardy is the problem and then submit feedback but that was the only option.

[Dan_A]

Hi rhynosmiz,

Thanks for the feedback. I'll keep the thread open for a few more days while waiting for an update from our team. However, this issue might still be because of the Jeopardy program itself and not with your Google Home Max. It still relies on 3rd party apps and features to work. All other commands are working, just not Double Jeopardy.

Thank you for your understanding.

Regards,
Dan

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[rhynosmiz]

Thank you. I've submitted feedback through the Max but I can't even try to purchase Double Jeopardy now. I have given up and the company never returned my thirty or so emails. I appreciate your help!

[Princesss]

Hi rhynosmiz,

We're sorry to hear that. I'll make sure to let the team know about this. Hopefully, Double Jeopardy reaches you out to sort this.

Best,

Princess

[Princesss]

Hi rhynosmiz,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Nest devices and we'd be glad to assist you further.
 

Best,

Princess