Lost village need help

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August 15th, 2013
Comsii

Lost village need help

Dear Supercell support team,

One of my very good friend and clan mate as the following problem:

She as been playing on a device sharing the same GC as her son, she did not think much of the "would you like to load (your son) village' message she was getting every time she would log in to clash. Now that she as a new device, the GC ID affiliated with her account will only load the wrong village (her son's).

I have told her to try the steps described in the following thread unsuccessfully.
http://forum.supercell.net/showthrea...ansfer+village

I have also advised her to contact support via the in-game support and the Supercell support email.
She as done so numerous time and has not received a reply from your side yet.

She as been playing the game for over 8 month now, has spent a considerable amount of money on it and would be devastated if this issue does not get fixed asap.

Her details:

IGN: jjj
Clan: Highlanders (red and yellow with flame flag)
TH 9 lvl 107
August 15th, 2013
twister

Quote:

Originally Posted by Comsii

Dear Supercell support team,

One of my very good friend and clan mate as the following problem:

She as been playing on a device sharing the same GC as her son, she did not think much of the "would you like to load (your son) village' message she was getting every time she would log in to clash. Now that she as a new device, the GC ID affiliated with her account will only load the wrong village (her son's).

I have told her to try the steps described in the following thread unsuccessfully.
http://forum.supercell.net/showthrea...ansfer+village

I have also advised her to contact support via the in-game support and the Supercell support email.
She as done so numerous time and has not received a reply from your side yet.

She as been playing the game for over 8 month now, has spent a considerable amount of money on it and would be devastated if this issue does not get fixed asap.

Her details:

IGN: jjj
Clan: Highlanders (red and yellow with flame flag)
TH 9 lvl 107

Luckily, the answer is pretty easy in this case.

On the "old" device, she is playing her game locally (not attached to gamecenter) and her son's game is the one actually attached to gamecenter which is being prompted to load each time she launches the game (and evidenced by loading that gamecenter on the "new" device and bringing over the son's game).

So... all she has to do is get that locally-played game attached to her own gamecenter (since you can only have one village attached to a gamecenter).

She has to create a brand new gamecenter account.
Log into it on the old device.
Launch clash of clans. Now, instead of prompting to load the son's game from the other gamecenter, it will prompt her to save her game to the new gamecenter.
Once it's saved, she should launch CoC from within gamecenter to make sure it stuck, play it for a few minutes, then... she can log into the new device with her new gamecenter and it will bring over her game (it will prompt to overwrite her son's which was loaded on the new device)
August 15th, 2013
HappyHoister

Help jjj out

This is a travesty. jjj has invested a lot of time and spent considerably on gems before losing her account. She loves the game and the clan. Her lost account is still showing as an elder in our clan, but she cannot access it. Please, supercell make this right.

check gc Happy Hoister to find the correct clan and jjj
August 15th, 2013
weezle

I can vouch for jjj, I am the clan leader of the highlanders. jjj (jools) and I have become very good (e) friends with her over the course of almost a year. She has become the one of the corner stones in our clan and would be a great loss to the clash communtiy. I understand there may some security risk with accounts being switched around on your end, but there has to be some exceptions.... please help her.
August 15th, 2013
HappyHoister

Quote:

Originally Posted by twister

Luckily, the answer is pretty easy in this case.

On the "old" device, she is playing her game locally (not attached to gamecenter) and her son's game is the one actually attached to gamecenter which is being prompted to load each time she launches the game (and evidenced by loading that gamecenter on the "new" device and bringing over the son's game).

So... all she has to do is get that locally-played game attached to her own gamecenter (since you can only have one village attached to a gamecenter).

She has to create a brand new gamecenter account.
Log into it on the old device.
Launch clash of clans. Now, instead of prompting to load the son's game from the other gamecenter, it will prompt her to save her game to the new gamecenter.
Once it's saved, she should launch CoC from within gamecenter to make sure it stuck, play it for a few minutes, then... she can log into the new device with her new gamecenter and it will bring over her game (it will prompt to overwrite her son's which was loaded on the new device)

Her old device is crashed and inaccessible. Cant supercell just attach her acct to a new gc for her?
August 15th, 2013
Comsii

Quote:

Originally Posted by twister

Luckily, the answer is pretty easy in this case.

On the "old" device, she is playing her game locally (not attached to gamecenter) and her son's game is the one actually attached to gamecenter which is being prompted to load each time she launches the game (and evidenced by loading that gamecenter on the "new" device and bringing over the son's game).

So... all she has to do is get that locally-played game attached to her own gamecenter (since you can only have one village attached to a gamecenter).

She has to create a brand new gamecenter account.
Log into it on the old device.
Launch clash of clans. Now, instead of prompting to load the son's game from the other gamecenter, it will prompt her to save her game to the new gamecenter.
Once it's saved, she should launch CoC from within gamecenter to make sure it stuck, play it for a few minutes, then... she can log into the new device with her new gamecenter and it will bring over her game (it will prompt to overwrite her son's which was loaded on the new device)

Thanks for your prompt reply Twister!
Unfortunately the 'old device' has been restored and her son's account loads by default on there now.
If she creates a new GC ID, is there any chance that you guys could link it to the lost village?
August 15th, 2013
twister

Quote:

Originally Posted by HappyHoister

Her old device is crashed and inaccessible. Cant supercell just attach her acct to a new gc for her?

Nope, the account lives on the server, the "Keys" to access the account is an encryption process at game creation between the device, iOS, and the game servers to create the local files (which are what is attached to gamecenter to allow game access). Supercell can not recreate these keys remotely.

If the original device is not accessible, I know of no way to regain control of the game - please contact support directly at clashofclans.feedback@supercell.net maybe they have come up with a new way to help her I am not aware of. Fingers crossed for you.
August 15th, 2013
twister

Quote:

Originally Posted by HappyHoister

Her old device is crashed and inaccessible. Cant supercell just attach her acct to a new gc for her?

Quote:

Originally Posted by Comsii

Thanks for your prompt reply Twister!
Unfortunately the 'old device' has been restored and her son's account loads by default on there now.
If she creates a new GC ID, is there any chance that you guys could link it to the lost village?

Actually, my above answer holds true for HappyHoister's reply - if you can't get back on the original device...

but if Comsii is correct and it's restored and back to being operable, then you have a little bit of hope to try while waiting for support to reply - you can restore that original device from an older iCloud or iTunes backup - which will restore the local files her game was using, but it would have to have been backed up while her game was active and not the son's.
Beyond that, my above answer still applies.
August 15th, 2013
facescraper

Always associate the game with a Game Centre account. If there's a popup asking do you want to swap villages pops up every time you want to play alarm bells should be ringing! Creating a new GC account is quite simple and having a game stored locally on the device is a recipe for disaster, if the device fails or is lost as there's no way to recover the village...
August 15th, 2013
Comsii

Quote:

Originally Posted by facescraper

Always associate the game with a Game Centre account. If there's a popup asking do you want to swap villages pops up every time you want to play alarm bells should be ringing! Creating a new GC account is quite simple and having a game stored locally on the device is a recipe for disaster, if the device fails or is lost as there's no way to recover the village...

I couldnt agree more!
She isnt very tech savy and never talk to us about the pop up until it was too late :(
August 15th, 2013
facescraper

Quote:

Originally Posted by Comsii

I couldnt agree more!
She isnt very tech savy and never talk to us about the pop up until it was too late :(

Hopefully SC can work something out for her. Keep us posted!
August 15th, 2013
Thebrandong

I hope this gets resolved, hate to loose a good player.

Ps. Twister, go and steal the "keys" or whatever ur talking about for her.
August 15th, 2013
DeuC

Imo what sc at least can do is to revive either a reimbursement for the loss of the old account. Jjj is an important person and friend in our clan. She has spent a lot of time and money in CoC, therefor I hope sc can come with something that can gratify jjj and the whole clan!
August 16th, 2013
Thebrandong

Has anything been resolved?
August 16th, 2013
Comsii

Not yet :( still waiting for a reply.
September 9th, 2013
weezle

Everything has been resolved... Jools(jjj) has regained control of her account... Thankyou to all who helped! Thankyou Super Cell for your help
September 9th, 2013
fiftystylez

I think my aunt has the same problem as this how is it fixed can anyone reply on this???
September 9th, 2013
Williamwashere

Same problem here. Please explain to us what SC Did to retrieve you're lost village?
September 9th, 2013
twister

Quote:

Originally Posted by fiftystylez

I think my aunt has the same problem as this how is it fixed can anyone reply on this???

Quote:

Originally Posted by Williamwashere

Same problem here. Please explain to us what SC Did to retrieve you're lost village?

Once it gets to the point where the basic troubleshooting we can do here on the forums does not fix it, your only options is to e-mail support and start a case. It takes a little time, but if they can recover it somehow, they will. Not all attempts are successful however.

clashofclans.feedback@supercell.net
September 9th, 2013
Williamwashere

Ok thanks anyway twister.

There seem to be many people with the same problem. You don't hear that many times that someone gets his of her village back. Hope sc will contact me soon.
September 9th, 2013
fiftystylez

twister cant you give the it boys from supercell a few hints to view our problems first and let us know something thrue email

the waiting time is killing us williamwashere my aunt and i are together in the same clan.

so our only hope is waiting on an email of the supercell support team ??

well thank you very much for the reply
September 9th, 2013
twister

Quote:

Originally Posted by fiftystylez

twister cant you give the it boys from supercell a few hints to view our problems first and let us know something thrue email

the waiting time is killing us williamwashere my aunt and i are together in the same clan.

so our only hope is waiting on an email of the supercell support team ??

well thank you very much for the reply

Support takes time. You should get an auto-reply to your support request fairly quickly, if you do - you're in the queue. They work through them as fast as they can. If you don't hear back in a few weeks, give me/us the ticket # from your auto-reply and they can check the status.
September 26th, 2013
Williamwashere

Quote:

Originally Posted by twister

Support takes time. You should get an auto-reply to your support request fairly quickly, if you do - you're in the queue. They work through them as fast as they can. If you don't hear back in a few weeks, give me/us the ticket # from your auto-reply and they can check the status.

Twister:
683029 thanks already i have mailed them the first of August hope you can help me

William