DELETED profile and terrible customer support from SuperCell

Please stay with me,

A long time ago i installed Clash of Clans in my iPhone, but didn't engage in it, so i stopped playing at Town Hall level 2.

A few months back i bought and ipad and decide it to give it a second chance to Clash of Clans, so i installed the game once again. In that moment it ask me about loading the old profile named "Sh0072k111". Which i din't wanted to do, because i wanted to start from the beginning. So i hit cancel to the question.

Fast forward to last saturday morning, the game crashes while i was playing. I fire it up again and by mistake i hit "okay" (the confirmation box did not appear, nor did i write anything down)... and BOOM!, the games loaded the old profile and my Town Hall level 8 and $35 dollars that i have invested in the game, went down the hole! I know my game is still alive, because my clans members are telling me that my village is there in the Clan, serving as a sitting DUCK.

I've been trying to get in contact with Supercell Technicall Support since Nov 12, 2013, because i don't want to loose my progress or the 35 dollars that i have invested in the game.
PS: I hope that the expressions of Lassi Leppinen (SuperCell co-founder) becomes a reality with me when she said “The biggest thing with a live game is that it’s important to keep the game running, keep the players happy and listen to them a lot more,”. Because i need somebody to listen to me.

Account details
Profile name: ubaldo
Clan name: Team Sunix R.D.
Town Hall Level: 8th
Player level 54

Attachment 25545

Quote:

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Originally Posted by ubaldo

Please stay with me,

A long time ago i installed Clash of Clans in my iPhone, but didn't engage in it, so i stopped playing at Town Hall level 2.

A few months back i bought and ipad and decide it to give it a second chance to Clash of Clans, so i installed the game once again. In that moment it ask me about loading the old profile named "Sh0072k111". Which i din't wanted to do, because i wanted to start from the beginning. So i hit cancel to the question.

Fast forward to last saturday morning, the game crashes while i was playing. I fire it up again and by mistake i hit "okay" (the confirmation box did not appear, nor did i write anything down)... and BOOM!, the games loaded the old profile and my Town Hall level 8 and $35 dollars that i have invested in the game, went down the hole! I know my game is still alive, because my clans members are telling me that my village is there in the Clan, serving as a sitting DUCK.

I've been trying to get in contact with Supercell Technicall Support since Nov 12, 2013, because i don't want to loose my progress or the 35 dollars that i have invested in the game.
PS: I hope that the expressions of Lassi Leppinen (SuperCell co-founder) becomes a reality with me when she said “The biggest thing with a live game is that it’s important to keep the game running, keep the players happy and listen to them a lot more,”. Because i need somebody to listen to me.

Account details
Profile name: ubaldo
Clan name: Team Sunix R.D.
Town Hall Level: 8th
Player level 54

Attachment 25545

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Sorry you have had issues. This is the biggest reason Supercell only supports one village per device. Your TH2 village was attached to your gamecenter, and the new village was being played locally (not attached to gamecenter for any backup/recovery). That means the "Keys" so to speak to accessing the village on the server were only sitting on the device locally - so if you overwrite the files (by loading another village, or wiping the device, etc) you lose the ability to control your village.

So... how do we fix this.

You will need to use the in-game reporting (From the current village you loaded - attached to the original gamecenter). Do NOT delete the pre-populated information the game puts in the generated e-mail, without this - support can't help you.

So - use in-game reporting, don't delete info - send the e-mail with the info and add your lost village details like: village name, player level, town hall level, clan, clan icon, and last time you were able to access the village.

If they can locate the village, and verify ownership, they can often attach the game to your current gamecenter account (You will lose the TH2 village you started long ago).

When you send the request, you will get an auto-reply with a support ticket #. As long as you receive that, you're in the queue. It will take a little time to come to completion, but it will happen.

Thanks GOD for the quick response.

I will proceed right away with the procedure you have stated, BUT, i have to tell you that i opened a ticket like that in november 12. And i end up getting a response in January 5. Which by the way, did not lead me to the light.

I'll do right what you told me and also post the response here.

best regards

Hey Twister, i just sent the replay with the following body:

I just lost my profile. I was playing the game, it crashes and when it came back, ask me if I wanted to load old profile. I hit "okay" by mistake and without confirmation the game loaded the old profile.

The profile that I lost have the following details:
Profile name: ubaldo
Town Hall Level: 8
Player level: 54
Clan Name: Team Sunix R.D.
Clan icon: blue and white stripes
Last time accessed: Jan 11, 2014

If need anything else please write or call me back.

Ubaldo Perez
809-545-0224
Ubasoft@gmail.com


--------DO NOT DELETE!--------
UTC Time: 2014-01-13 17:22:34
Game: Clash of Clans
Version: 5.113.8
PlayerID: 2-1756775(732)
Category: Report Problem
Language: EN
Device Type: iPhone5,1
OS Version: 7.0.4

------------------------------

I Hope they can take a look at it, as soon as possible. Because the sad true is that on Friday night i started a marathon playing session to rise the funds in elixir to train my first level 5 soldier (either giant or archer). That means i was after 2,250,000 of elixir. Just reached 2,200,000 during the night and in the morning i lost the profile... i hope to find some of that elixir in the jars.

best regards!

Nice :), they just sent the confirmation of my case:

Your request (#1703292) has been received, and is being reviewed by our support staff.
We'll contact you as soon as we have an answer for you.

Let's hope they act quickly on this one.

Quote:

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Originally Posted by ubaldo

Nice :), they just sent the confirmation of my case:

Your request (#1703292) has been received, and is being reviewed by our support staff.
We'll contact you as soon as we have an answer for you.

Let's hope they act quickly on this one.

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It may take them up to 3 weeks for a reply

- Just a warning.

:eek: 3 weeks!!! You can't imagine the levels of anxiety i'm passing trough right now.

I guess i'll go crazy if it's take more that a week. And that's something that super-cell have trained us to, with upgrades taking so much time.

Think i'm gonna be marking days on the wall, like the prisoners do when they are in jail.

regards,


PS: i was thinking about if the account was from Barack Obama, will it takes 3 weeks...:cool:

I would edit out your phone number or email on the forums. You just told everyone what it was.

I purchased a new phone on 5/11 and a village I wasn't playing was the one tied to my Google +, I had to trade my old phone in and it was factory wiped. I have completed the "required" steps more than once and other than the automated response I have received no response! Has your issue been resolved?

Quote:

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Originally Posted by JabbarFranklin81

I purchased a new phone on 5/11 and a village I wasn't playing was the one tied to my Google +, I had to trade my old phone in and it was factory wiped. I have completed the "required" steps more than once and other than the automated response I have received no response! Has your issue been resolved?

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Hi,

Unfortunately you are just going to need to wait. As long as you have received a ticket number you are in the queue.

Hiya Shiv,

You say we have to wait..... Do you know how long? Can we not pay supercell staff overtime to expedite our requests as overtime outside their normal hours? ....That is what my business would do..... All the best, SAVAGE

Quote:

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Originally Posted by ubaldo

:eek: 3 weeks!!! You can't imagine the levels of anxiety i'm passing trough right now.

I guess i'll go crazy if it's take more that a week. And that's something that super-cell have trained us to, with upgrades taking so much time.

Think i'm gonna be marking days on the wall, like the prisoners do when they are in jail.

regards,


PS: i was thinking about if the account was from Barack Obama, will it takes 3 weeks...:cool:

---

Wanna know something? I've spent over $100 in this game, and I encountered a bug where it wont let me buy gems. So I sent in a support ticket letting them know that I want to GIVE THEM MORE MONEY..

2 weeks and counting.
No reply.
/end story.

Quote:

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Originally Posted by Savage33

Hiya Shiv,

You say we have to wait..... Do you know how long? Can we not pay supercell staff overtime to expedite our requests as overtime outside their normal hours? ....That is what my business would do..... All the best, SAVAGE

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Nope, you are just going to have to wait.

Quote:

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Originally Posted by NeuralFusion

Wanna know something? I've spent over $100 in this game, and I encountered a bug where it wont let me buy gems. So I sent in a support ticket letting them know that I want to GIVE THEM MORE MONEY..

2 weeks and counting.
No reply.
/end story.

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It is going to take time, the delays after clan wars have been huge.

Quote:

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Originally Posted by shivampaw

Nope, you are just going to have to wait.

It is going to take time, the delays after clan wars have been huge.

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See the thing is Shiv, my clan of 35 is getting pasted because my old village is the top ranked with a town hall lvl 10 and an exp of 106. It also has the th outside the walls. My new village is stuck at th lvl 4 (as per the guidance) and last war i managed a 10% and a 3% attack..... Basically my presence in the clan is costing my clan about 8 stars per war and damaging the enjoyment of 35 players around the world.

If I knew it was going to take 2 months, i would say to the clan boot my old place and i will start again (despite this meaning that I would lose my village that had 5 builders and a lab constantly active for a year, not to mention all the cash i spent).

So, a timeframe is really useful. I would also really like to know what happens when a lost village gets booted from a clan.... i.e. Is it lost forever or can it still be recovered? If it can be recovered I will get my old place booted while we wait I wait for recovery without damaging the clan. If it cannot be recovered once I am booted from then clan and if it will take months for recovery then i will have to quit. If it can be recovered in the next week or two then I can probably persuade them to hang on a bit.

Thank you for your last response, all my best, SAVAGE

Quote:

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Originally Posted by Savage33

See the thing is Shiv, my clan of 35 is getting pasted because my old village is the top ranked with a town hall lvl 10 and an exp of 106. It also has the th outside the walls. My new village is stuck at th lvl 4 (as per the guidance) and last war i managed a 10% and a 3% attack..... Basically my presence in the clan is costing my clan about 8 stars per war and damaging the enjoyment of 35 players around the world.

If I knew it was going to take 2 months, i would say to the clan boot my old place and i will start again (despite this meaning that I would lose my village that had 5 builders and a lab constantly active for a year, not to mention all the cash i spent).

So, a timeframe is really useful. I would also really like to know what happens when a lost village gets booted from a clan.... i.e. Is it lost forever or can it still be recovered? If it can be recovered I will get my old place booted while we wait I wait for recovery without damaging the clan. If it cannot be recovered once I am booted from then clan and if it will take months for recovery then i will have to quit. If it can be recovered in the next week or two then I can probably persuade them to hang on a bit.

Thank you for your last response, all my best, SAVAGE

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Sorry. There are no time frames available at all, all you can do is wait.

May I ask what your ticket number is?

Quote:

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Originally Posted by shivampaw

It is going to take time, the delays after clan wars have been huge.

---

I understand that it's busy, but a company making this much money should have better customer service.

I mean, at least some staff members going through tickets looking for quick fix tickets(like my ticket, so I can GIVE them MORE MONEY), or actually contacting the customer letting them know what ticket number they are on..

Some Staff to customer contact is needed, and wanted. Especially if they expect us to keep paying them for gems! I mean seriously.. Staff has the time to browse the forums several hours a day, but not a single staff member has posted here in the bug section I see.

I do want to thank YOU though. They should pay you for what you do, honestly. You give effort to help people fix the problem, and if you can't fix the problem you apologize on behalf of SC and actually make contact with customers and give them at least some type of feedback on what to expect.

My original ticket number was 3245177, but there was some missing info so i re-submitted with ticket number 3246358... Both on the 5th May.

However, by the time they get to me, I might have got the whole clan to move to a new clan to save us all the damage of my old village... In which case both tickets will be wrong!

My feeling is that it is not the message 'that we have to wait' that is the problem, it's the not knowing for how long, and the not knowing what we can and can't do with our lost and new villages in the meantime.

Thanks for your interest in my problem, I have been feeling like I was talking to a brick wall for some time!

Any more info is very gratefully received, Tom Savage

Quote:

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Originally Posted by Savage33

My original ticket number was 3245177, but there was some missing info so i re-submitted with ticket number 3246358... Both on the 5th May.

However, by the time they get to me, I might have got the whole clan to move to a new clan to save us all the damage of my old village... In which case both tickets will be wrong!

My feeling is that it is not the message 'that we have to wait' that is the problem, it's the not knowing for how long, and the not knowing what we can and can't do with our lost and new villages in the meantime.

Thanks for your interest in my problem, I have been feeling like I was talking to a brick wall for some time!

Any more info is very gratefully received, Tom Savage

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3 weeks or more at minimum.

First, thanks to both for your kind comments :)

When clan wars came out Support were bombarded with tickets, clans that were getting problems were submitting tonnes of tickets, I know some that had EVERY PLAYER submit one... As you can imagine, that is a lot of tickets. Support are doing all they can to solve these tickets.

Before the clan wars updates tickets were getting solved by the 4 weeks mark, unfortunately that has increased.

Quote:

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Originally Posted by NeuralFusion

I understand that it's busy, but a company making this much money should have better customer service.

I mean, at least some staff members going through tickets looking for quick fix tickets(like my ticket, so I can GIVE them MORE MONEY), or actually contacting the customer letting them know what ticket number they are on..

Some Staff to customer contact is needed, and wanted. Especially if they expect us to keep paying them for gems! I mean seriously.. Staff has the time to browse the forums several hours a day, but not a single staff member has posted here in the bug section I see.

I do want to thank YOU though. They should pay you for what you do, honestly. You give effort to help people fix the problem, and if you can't fix the problem you apologize on behalf of SC and actually make contact with customers and give them at least some type of feedback on what to expect.

---

Quote:

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Originally Posted by Savage33

My original ticket number was 3245177, but there was some missing info so i re-submitted with ticket number 3246358... Both on the 5th May.

However, by the time they get to me, I might have got the whole clan to move to a new clan to save us all the damage of my old village... In which case both tickets will be wrong!

My feeling is that it is not the message 'that we have to wait' that is the problem, it's the not knowing for how long, and the not knowing what we can and can't do with our lost and new villages in the meantime.

Thanks for your interest in my problem, I have been feeling like I was talking to a brick wall for some time!

Any more info is very gratefully received, Tom Savage

---

Before clan wars it was easier to estimate waiting times but now tickets are just sent in huge batches which sucks for the support team, hence making estimating time frames very hard.

Quote:

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Originally Posted by NeuralFusion

3 weeks or more at minimum.

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It is going to take longer than that, maybe a month or two.

They say 2 to 4 weeks on the automated responses, but the forums does suggest you are right.

Maybe some people don't care as much, maybe some lost villages are rubbish anyway, maybe some people are not in active clans, maybe some are not prepared to pay extra for their request to be expedited.

i do care, my village is lethal (thanks to a lot of time and money), my clan is very active, and i got cash to pay Ana and her team overtime..... Really none of this makes any difference?

Customer support doesnt respond some emails thats for sure. Especially when its about gems.

Quote:

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Originally Posted by shivampaw

.....
Before the clan wars updates tickets were getting solved by the 4 weeks mark.....

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That is horrible for a company making so much money though. I mean, I played a different game that didn't make even a fraction of what SuperCell gets, and they replied within 48 hours on almost every support ticket.

They need to filter their support tickets, so they can get money problem related tickets and get those solved ASAP -

I just spent an amount of $350 that I had saved FOR Clash of Clans, on going to the movies and spended it on stupid ♥♥♥♥. I was ready to spend that full amount in 1 day. But I couldn't because of a simple to fix bug that is stopping me from buying gems.

But seriously, you should request to be a paid MOD or a staff member or something. You not only deserve it, but have worked very hard and EARNED it. Even if they don't pay you, at least give you monthly gems for everything you do..

Anyways, I'm done with responding on this ticket lol - Goodluck on wait time!

Quote:

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Originally Posted by Tuvya

Customer support doesnt respond some emails thats for sure. Especially when its about gems.

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Still no reply? I remember yours from a month or two ago which was already a month or two old... what was your ticket number and problem? :)

Quote:

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Originally Posted by shivampaw

Still no reply? I remember yours from a month or two ago which was already a month or two old... what was your ticket number and problem? :)

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Haha thx shiv i wish they were really helpfull like u in support too. I really stopped chasing those gems that i lost to the mistake of supercell. They refuse to refund me by not replying anyways. I can swear you are like the superman help of these forums.

Quote:

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Originally Posted by Tuvya

Haha thx shiv i wish they were really helpfull like u in support too. I really stopped chasing those gems that i lost to the mistake of supercell. They refuse to refund me by not replying anyways.

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Contact google(hopefully you are through that) and tell them

They gave me my money back from gems I should have gotten but didn't, and they sent the support ticket to their legal/policing department.

Quote:

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Originally Posted by NeuralFusion

That is horrible for a company making so much money though. I mean, I played a different game that didn't make even a fraction of what SuperCell gets, and they replied within 48 hours on almost every support ticket.

They need to filter their support tickets, so they can get money problem related tickets and get those solved ASAP -

I just spent an amount of $350 that I had saved FOR Clash of Clans, on going to the movies and spended it on stupid ♥♥♥♥. I was ready to spend that full amount in 1 day. But I couldn't because of a simple to fix bug that is stopping me from buying gems.

But seriously, you should request to be a paid MOD or a staff member or something. You not only deserve it, but have worked very hard and EARNED it. Even if they don't pay you, at least give you monthly gems for everything you do..

Anyways, I'm done with responding on this ticket lol - Goodluck on wait time!

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Well, i've seen they message where they pass your ticket onto the correct team to be dealt with and i'm sure they have groups and filters.

That other game also doesn't get a fraction of a fraction of the amount of tickets SC get.


Maybe I do deserve it, but just like mods, it's totally voluntary and if I wanted to stop, *click* I can, luckily for my life I don't see that coming anytime soon unless it is forced upon me :), I don't want anything to be honest. SC were already kind enough to give me the honour of winning Feb's monthly contest and the custom title :)

Quote:

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Originally Posted by Tuvya

Haha thx shiv i wish they were really helpfull like u in support too. I really stopped chasing those gems that i lost to the mistake of supercell. They refuse to refund me by not replying anyways. I can swear you are like the superman help of these forums.

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Only apple/Google can help you with gems that aren't received, if it was Google then please can you post your ticket number? :)

Cheers again Shiv,

So my options are;
1. Try to persuade my clan to keep my village for another 1 or 2 months thereby damaging their wars.
2. Try and get them all to move to a new identical clan, leaving my old village as the only one left in the old clan (but not destroyed). This would also mean that I couldn't upgrade my new village beyond town hall level 4, and ticket numbers would have errors on them.
3. Accept that my old village is lost, and a years worth of building is gone, kick it out of the clan and start again rebuilding with this new village for the greater good of the clan.

Would you say this is a correct assessment of my options? Thanks man, Tom Savage

Quote:

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Originally Posted by shivampaw

Only apple/Google can help you with gems that aren't received, if it was Google then please can you post your ticket number? :)

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Actually the problem was; I boosted my barracks and everything possible to boost as well and in 20 mins the servers shut down and there was no announcement or anything on forum. The major breakdown took like 2 hrs to get fixed me and many other peoples gems that they used to boost should ve been refunded because of that breakdown and many people were telling you really believe SC will refund those? I was ofcourse they will.. Unfortunatelly they were right.

Quote:

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Originally Posted by Savage33

Cheers again Shiv,

So my options are;
1. Try to persuade my clan to keep my village for another 1 or 2 months thereby damaging their wars.
2. Try and get them all to move to a new identical clan, leaving my old village as the only one left in the old clan (but not destroyed). This would also mean that I couldn't upgrade my new village beyond town hall level 4, and ticket numbers would have errors on them.
3. Accept that my old village is lost, and a years worth of building is gone, kick it out of the clan and start again rebuilding with this new village for the greater good of the clan.

Would you say this is a correct assessment of my options? Thanks man, Tom Savage

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All are valid. I would try number them in the order you posted. Don't go for 3 yet. It is going to be a wait but you can do it.


Story time :D

I have just tonight to forum then I'm on holiday for a week, I just came back from a skl trip. In the end I hated not being on the forums BUT the time flew by, yes it's on a shorter scale but you can do it :)


Give 1 a go, then 2.

Quote:

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Originally Posted by Tuvya

Actually the problem was; I boosted my barracks and everything possible to boost as well and in 20 mins the servers shut down and there was no announcement or anything on forum. The major breakdown took like 2 hrs to get fixed me and many other peoples gems that they used to boost should ve been refunded because of that breakdown and many people were telling you really believe SC will refund those? I was ofcourse they will.. Unfortunatelly they were right.

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True, what was your ticket number? Tbh, they should be refunded in the end :)

Cheers Shiv, hope you have a belter on those slopes.....

I will try and hang in there but I'm gonna float the idea of a mass migration too.....

The problem is, options 1 and 2 leave me without being able to play with my CoC .... And old joke I know, but then I am an old geezer.

Good man! Will keep y'all posted....

In the meantime, PLEASE HELP ASAP SUPERCELL!!!!!!!!!!!!

Quote:

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Originally Posted by Savage33

Cheers Shiv, hope you have a belter on those slopes.....

I will try and hang in there but I'm gonna float the idea of a mass migration too.....

The problem is, options 1 and 2 leave me without being able to play with my CoC .... And old joke I know, but then I am an old geezer.

Good man! Will keep y'all posted....

In the meantime, PLEASE HELP ASAP SUPERCELL!!!!!!!!!!!!

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You could always make a new new game, if you sent the ticket correctly your new village should be linked to a G+ account. You can then make a new new game to play on until you get your main game back.

Dat joke tho;):rolleyes:

Is your suggestion an option number 4, I think I follow... And I think I like it but, to clarify;
- The old village (village 1) stays where it is, in the old clan.
- The new village (village 2) also stays where it is, in the old clan and remains at town hall level 4.
- The new new village (village 3) is created and I can fill my boots with that one while I am waiting for the gamecentre ID from village 2 to be diverted to village 1?

The only fly in the ointment is that I would need a new device and Apple ID for village 3 is it not? I have read numerous problems on this website when people try and have 2 accounts on one devise linked through one Apple ID, is it possible to do this safely or would I need a new device and new Apple ID to get going again with village 3? My phone is rubbish and I only have one ipad, but I am so lost at the moment that this might be a option worth perusing. I could then get village 2 to tell everyone to move to my new clan at village 3..... Ballache I know, but an interesting thought.

Please can you confirm that I would need a new device and Apple ID to make this work, or is there another way?

Thanks man, a very confused and grateful Tom Savage

Quote:

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Originally Posted by Savage33

Is your suggestion an option number 4, I think I follow... And I think I like it but, to clarify;
- The old village (village 1) stays where it is, in the old clan.
- The new village (village 2) also stays where it is, in the old clan and remains at town hall level 4.
- The new new village (village 3) is created and I can fill my boots with that one while I am waiting for the gamecentre ID from village 2 to be diverted to village 1?

The only fly in the ointment is that I would need a new device and Apple ID for village 3 is it not? I have read numerous problems on this website when people try and have 2 accounts on one devise linked through one Apple ID, is it possible to do this safely or would I need a new device and new Apple ID to get going again with village 3? My phone is rubbish and I only have one ipad, but I am so lost at the moment that this might be a option worth perusing. I could then get village 2 to tell everyone to move to my new clan at village 3..... Ballache I know, but an interesting thought.

Please can you confirm that I would need a new device and Apple ID to make this work, or is there another way?

Thanks man, a very confused and grateful Tom Savage

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Ok, here come some steps, DO NOT do anything until you are 100% sure you know what you are doing, you could get into a mess.

Village 1 - the lost village
Village 2 - The current village that you used to send the email to support.

Make sure village 2 is connected to a GC or G+ account. Then make a new village, tell me your device for instructions on how to.

Then you will have Village 3, you can play on village three as much as you want.

Village 2 is the one you don't want anything happening to so it MUST BE LINKED TO A GC/G+ account.

When village 1 is recovered you just sign into village 2 using the link and then you can sort everything out with getting village 1 back.

Try to use village 3 to convince your clan to leave your lost village in the clan.

So village 2 is connected to a gamecentre account and i got the following do not delete text when i sent my second ticket through to link village 2 to village 1;

--------DO NOT DELETE!---------
UTC Time: 2014-05-05 17:27:40
Game: Clash of Clans
Version: 6.56.3
PlayerID: 24-3633347(516)
Category: Report Problem
Language: EN
Device Type: iPad2,2
OS Version: 7.0.4

Is this what they need?

My devise is an ipad 2, what should I do next? Thanks man!!!!!

Quote:

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Originally Posted by Savage33

So village 2 is connected to a gamecentre account and i got the following do not delete text when i sent my second ticket through to link village 2 to village 1;

--------DO NOT DELETE!---------
UTC Time: 2014-05-05 17:27:40
Game: Clash of Clans
Version: 6.56.3
PlayerID: 24-3633347(516)
Category: Report Problem
Language: EN
Device Type: iPad2,2
OS Version: 7.0.4

Is this what they need?

My devise is an ipad 2, what should I do next? Thanks man!!!!!

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Let's do the sending the ticket from the top but don't send another unless you did it wrong.

Follow these steps:
Open Clash
Press the settings icon
Pressing Help And Support
Press Report An Issue
Press Other Problem.

Provide all the details of your problem and village. DO NOT DELETE THE PRE POPULATED DATA!

The following information will be required:
Name of the old village:
Name of the clan your lost village is part of:
Town Hall level of the lost village:
Date and time of your last playing session on the lost village:

It is recommended that you DO NOT PASS TOWN HALL 4 on the new village, this may cause problems in the recovery procedure!



Now you should have done that on village 2 which is connected to GC.

Now you should follow the following video and then make village 3.
Clash of Clans - How to Reset/Restart Your Village - YouTube

You can then use village 3 to play clash and wait for an email from support about the recovery of village 1.


Shiv

Thanks man, you rule!

Sorry it took me so long to respond, I have a 5 week old baby who was playing a filling her nappies before I could get a clean one on..... I had to 'reset' them 3 times too!

I watched the video you posted and the only thing I am worried about is losing village 3 when village 1 gets restored. I presume I would have to perform the same reset once I get the email from the admin team confirming restoration, and this would mean the destruction of both village 2 and 3. Village 2 I understand is necessary, but it would be difficult to get behind village 3 if I knew that this was also going to be destroyed upon restoration of village 1. Is this correct?

If so, what i might do is get a decent phone rather than a Nokia 'burner'. This would mean I could keep village 3 when village 1 gets restored... Does this sound like a plan or is it possible to keep village 1 & 3 on one devise forever?

You have been immensely helpful and I can't thank you enough, thanks Shiv. I am sure what you have posted here will help loads of others as well as me, forget Obama, Shiv for President and PM of the UK too!

A very thankful Tom Savage!