New updated version, caused lost account

I've reported a problem I have with the game but never got a response back, so i decided to register here and get help. I updated to the new version a day ago but lost my account, the account still exist. My old account user name is cliff clan name kick your butt. I'm a big fan of the game but supercell, seems like they don't care about their fans, because I sent various amount of message to them but did not get any response. I spent money upgrading my base so please help me get my account back, i don't understand why everyone updated and got there account intact but my account I cannot access, I still have the gift card I used to buy gyms so please contact me, I want to get my account back.I did not uninstall, just updated the app and started the game all over.

That's odd. Can you explain more about what happened? This shouldn't happen.what do you mean you "lost your account"

I updated clash of clans and when i open the game i lost everything i upgraded and all the gems i purchased, i did not have all my stuff i had before. I was a level 32 player with a town hall upgrading to level 6. Now I'm playing the game all over, which i shouldn't be doing. I spent money on my base so i should get it back.

Town hall level 5 going to 6
clan castle level 2, clan name kick your butt, user name cliff, clan leader bingbon.
3 barracks Level 7
giants level 2
archers level 3
barbarians level 3
goblins level 3
balloons level 2
wizards level 2
wizard tower level 2
wall breakers level 2
spell factory level 1 = lightning spell level 3
laboratory level 3
gold mine and elixer collectors most of them level 7
3 cannons level 6
3 archer towers level 6
mortar level 3
air defense was being upgraded to level 3
walls were all gold
4 bombs at level 3
2 springs traps
2 air bombs level 2
2 elixer storage level 9
2 gold storage level 9
4 builder huts
3 army camps level 5
Had 207 gems left after buying 2 builders hut.

I had all the basic decorations up to the flags, i had an American flag.

sorry for you man, well their support system is very bad, they will take weeks before they can fix or worst reply, just be patient, i have same experience and still waiting... the game is very good and addicting, maybe they should prioritized their technical support next to improving the game..

Was it connected to Google+?

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Originally Posted by KL597

Was it connected to Google+?

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no it wasn't

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Originally Posted by karasgold

I've reported a problem I have with the game but never got a response back, so i decided to register here and get help. I updated to the new version a day ago but lost my account, the account still exist. My old account user name is cliff clan name kick your butt. I'm a big fan of the game but supercell, seems like they don't care about their fans, because I sent various amount of message to them but did not get any response. I spent money upgrading my base so please help me get my account back, i don't understand why everyone updated and got there account intact but my account I cannot access, I still have the gift card I used to buy gyms so please contact me, I want to get my account back.I did not uninstall, just updated the app and started the game all over.

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If you update it in place, nothing should ever get removed. Only if you uninstall it or clear the data on your device should you lose the control files for your village. Had you been attached to Google+, the village would be recoverable, even if you lose/break/trade-in your device. Since I see you said it wasn't attached, here are the instructions to begin the recovery process. These instructions are important, and gives you the best chance for recovery in the fastest time possible.

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In order for support to recover a lost village, they will need to attach it to a Google+ account so you can access it.

You will need to make a Google+ account, and start a clash of clans village so you can access the in-game reporting.

From the in-game reporting (while that village is attached to Google+) submit a trouble ticket and do NOT erase any of the pre-populated data the game inserts into the e-mail. Without this, your support case can take 2-3 times as long to solve. Click Settings (gear icon) > Help and Support > Report an Issue > Connection Issue > Choose your e-mail account setup on the device.

Within that e-mail generated from the in-game reporting, let them know the original/missing village name, player level, town hall level, clan name, clan shield graphic, and last time you accessed the game and on what device.

If they can locate the village, and verify ownership, they can attach your missing game to that current Google+ account, and you will be all set.

If you do all those steps, it can take a few weeks. If you don't follow all the steps, or forget some details, or ownership isn't apparent by the records they have, they might require additional communications with you which will lengthen the process.

Your in-game reporting generates an e-mail with required info. Supercell will reply with an automated response assigning you a support ticket number. If... after several weeks to a month you don't hear anything further, post your ticket # here and we can ask support to review it. Sometimes it's waiting for communication from the player that was caught in e-mail spam filter for instance.

In-game reporting is preferred. If you only e-mail them directly, they do not get all the details needed for a successful village restore, and it can take much longer. It is not a speedy process to fix this, so please be patient.

Anyone else reading this - please go to your settings tab and connect your village to a Google+ account.

Thanks twister, i sure hope they do contact me back because i email many times before.

Do they even answer back? I sent multiple connection issues but never got anything back from them. Makes no sense that they would have a very poor support team, i wasted money on the game now i cant access my account, which still exist. They make money off of coc that is a global game, they should be helping people in need.

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Originally Posted by karasgold

Do they even answer back? I sent multiple connection issues but never got anything back from them. Makes no sense that they would have a very poor support team, i wasted money on the game now i cant access my account, which still exist. They make money off of coc that is a global game, they should be helping people in need.

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If you did the procedures I gave you, you should get an auto-reply indicating they received your message, but an actual support person can take a few weeks.

Quite honestly, support was not setup to handle a thousand requests a day from the 10's of millions of folks out there who do not attach their game to Google+ or Gamecenter. If we took out all of those requests, each of which can take a few hours depending on how easy it is to locate the village, verify ownership, have multiple e-mails back and forth to get data not included in the original request, etc - Support could probably answer everyone in a day or two on all other issues.

Supercell is looking at more ways to get word out besides the in-game FAQ, start-up tips, all the social media notices, etc, but the fact remains - although it is a server-based game, and the village is on the server, the ability to control that village lives on the device. By attaching your village to Google+ or Gamecenter, you can always recover that ability to control your village. Without using the backup/safeguard/recovery methods Supercell (and most other mobile game makers out there) provide you, and you lose/break/reset/transfer/erase data on the device - you lose the files and will require assistance from support. The more folks who choose not to attach their village, and eventually lose it, pushes back the response time to help folks.

It's no different from transferring pictures from your digital camera to your PC/Laptop, then formatting the hard drive on the PC/Laptop - you lose the pictures. I don't know many people who don't backup their personal photos, whether to CD/DVD, Flash Drive, Cloud Storage, saving memory cards, etc. Why would you not use the one backup method for this (and other) games that is available?

Nothing in the rules indicated that when the game is being updated there would be a possible lost of account, all i did was update the game knowing that coc would have my data stored up already. To be honest i didn't even know about the connection to google+ until it was mentioned in this thread, also, i did do what you told me step by step and its been 2 days and no result. Can you contact them?

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Originally Posted by karasgold

Nothing in the rules indicated that when the game is being updated there would be a possible lost of account, all i did was update the game knowing that coc would have my data stored up already. To be honest i didn't even know about the connection to google+ until it was mentioned in this thread, also, i did do what you told me step by step and its been 2 days and no result. Can you contact them?

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It will take a few weeks for them to get back to you.

As far as I know, an unrooted device, updating through the Google Play store should NOT cause a village to be lost, it simply writes the new game files without removing the old data segment.

Now, if you manually removed it and installed it from scratch, Andorid OS does remove data files.

I have mine set to auto-update, so I'm not sure about what prompts you might have seen.

I do have mines on auto as well, which is why i cant understand why i cant get on my right account. I did not uninstall coc, just updated it. Ill wait for a week as you mention, if i still don't get a response what should i do next?