Urgent: My sister is about to lose her village

Dear Clash of Clan admin

my sister is about to lose her village since she lost her gmail address and she has tried for a month to move her village to another device but we have failed so far. i hope u can give us a solution

nickname: Murtaka
clan: العراق الأصيل
Trophies:1441
TH: 8


she has played for moths and she does not want to lose her village and badly she want a recovery. she uses android device and she has not gmail right now in her device and everytime she tries to add a new gmail address, the game does not accept it. is there any way to move the game through facebook or if it is possible to give a solution in order to add a new gmail address and the game accept it.

regards;

I am not associated with supercell, and I don't have a great suggestion, but I do have one. But before that:

Has your sister logged into her gmail account(s) and searched for supercell responses? This may at least be a way of verifying which account it is linked to.

If that doesn't work she may want to submit a ticket requesting that the account is linked to a known google+ account. Currently this is taking 2-4 weeks (I've currently been waiting 4+ weeks), but the sooner the issue is reported, the sooner it will be corrected. If you choose this route, look up the instructions on the correct way to report and what info will help them assist you.

Again... I'm not associated with supercell, so if someone else gives you conflicting advice, they are probably right.

Good luck.

thanx for advice .

but she lost her gmail address and password . she removed the gmail address which is tied with the game and she tried to add new gmail address, but the game does not accept any gmail address . Right now, there is no gmail address in her device and she still plays the game, but she badly want to move her village to another gmail address.

regards;

The way I understand it, the only way for the use to track/move their village is to tie it to a google+ account. If she still has access to it then I would:

Do what you can to keep that device active until you can link it to another google+ account (even if it's a temporary one that is 10 seconds old). I think you will have to change your Gmail settings on your phone to link the new account.

Hopefully someone more knowledgeable than me will be along to assist you soon ;)

the error we are facing is

Google+ sign in failed, your google account is already associated with another game account


regards;

Quote:

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Originally Posted by Hamoodi99

the error we are facing is

Google+ sign in failed, your google account is already associated with another game account


regards;

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Yes, as the village is tied to her old G+ account. How long ago did she delete it? Look at this if you want to recover the account. https://support.google.com/mail/answer/32046?hl=en

she did not delete her account, but she has forgotten the account's name and password .

Quote:

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Originally Posted by Hamoodi99

she did not delete her account, but she has forgotten the account's name and password .

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How can one even forget both, the username/email itself and the password...?

It sounds like the google+ account is already tired to the phone, but there is another (previous) village already linked to that specific google+ account. Since only one google+-village link can be made, you will have to:

create a NEW google+ account
Link that google+ account to her phone
Link the village to the phone's NEW google+ account.

The bad news is your sister will lose connection to her gmail account (but she will recover at least the account name while switching it over).

I'm hoping someone else can verify that I'm right since this is just an educated guess.

We already tried several Google+ accounts (removing and adding) and every time the game shows the same error I mentioned above. She has galaxy note 2 . the game is tied up with that account.

Quote:

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Originally Posted by Hamoodi99

the game is tied up with that account.

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I think your issue surpasses the help any user in the forum can provide (meaning you will have to submit a ticket.. which will take time for them to respond).

I am a bit stumped by your above comment though. There is no account explicitly in your phone (they can all be changed) which account are you referring to?

Quote:

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Originally Posted by alphahat

I think your issue surpasses the help any user in the forum can provide (meaning you will have to submit a ticket.. which will take time for them to respond).

I am a bit stumped by your above comment though. There is no account explicitly in your phone (they can all be changed) which account are you referring to?

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thanx for ur try and ur time. i know the incedent is so strange that we spent three weeks trying to solve it by ourselves without any real benefit. Now, how can we submit a ticket to supercell directly ?! is there any website ? phone number ? i dont know the procedures.

Quote:

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Originally Posted by Hamoodi99

thanx for ur try and ur time. i know the incedent is so strange that we s weeks trying to solve it by ourselves without any real benefit. Now, how can we submit a ticket to supercell directly ?! is there any website ? phone number ? i dont know the procedures.

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Yes, you can submit a help ticket. The following thread can direct you in the (relatively) right direction. Use your best judgement and you should figure it out (if not I'll do my best to post more specific instructions). FYI: the tickets are taking a while (3-4 weeks in average), so don't be surprised.

http://forum.supercell.net/showthrea...gle-User-Guide

Quote:

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Originally Posted by alphahat

Yes, you can submit a help ticket. The following thread can direct you in the (relatively) right direction. Use your best judgement and you should figure it out (if not I'll do my best to post more specific instructions). FYI: the tickets are taking a while (3-4 weeks in average), so don't be surprised.

http://forum.supercell.net/showthrea...gle-User-Guide

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I submitted a ticket and I hope the supercell company will help us soon. the village can not be moved by code number since we can not generate any code number and the game does not accept any google+ account ( the error is mention ).

what we request is to move the village to a new google+ account before we format the device and lose the village.

Quote:

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Originally Posted by Hamoodi99

I submitted a ticket and I hope the supercell company will help us soon. the village can not be moved by code number since we can not generate any code number and the game does not accept any google+ account ( the error is mention ).

what we request is to move the village to a new google+ account before we format the device and lose the village.

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how long shall we wait till CoC reply and help us ?! sis spent money and time just to reach that TH8 . it seems that CoC company does not have capabilities to respond quickly to their customers. you need to establish service desk or outsource it so that our ticket will be resolved faster.

waiting for reply from CoC