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I have a ticket opened up for just about 11 weeks now and was wondering if there was any way possible to get an update of some kind. I have no problem waiting. I was just curious if I am waiting for a ticket that "fell through the cracks" or not.
Ticket: #3933987
Thank you for any assistance you can provide! My son and I love the game!
Good luck with that... - though posting your ticket number on the forums does kind of help, which you did already. :)
After 11 weeks I am glad to say that my village has been restored! If anyone is looking for suggestions this is what I did.
- Took a screenshot of my base from another clan member and attached it to my case.
- Provide any receipts of gem purchases you made.
- Specify the city/state/country your base was created in at the time it was created.
- The device ID that the base was created with.
Good luck everyone and remember patience!
Dam!! 11 weeks I don't want to wait almost 3 months.
Two question. 1) what is the device for a iPhone. Is that also called imei? 2) how did u send copy of receipt of gems u bought? Did u literally just copy and paste into a email. Or is there a way to make it into a attachment?
1. The device ID is automatically attached to the email when you initiate the support ticket through Clash of Clans while running the app on the device. Go to Settings -> Help and Support -> Report an issue.
2. Once the case is open you can upload files. I would upload a screenshot of you base if you have one along with receipts for gems. This is only to prove without a doubt that you are the owner of the village.
Here is the exact response from Supercell regarding the details:
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Thank you for your message. We sincerely apologize for the delay in getting back to you.
In these cases we need to make sure that the rightful owner recovers the lost account. To verify this, we will need a receipt of your purchase of gems for this account. If you don’t know where to look for it, check out http://support.apple.com/kb/ht2727 if you made the order on iOS; if you used Android, head over to https://support.google.com/googlepla..._topic=3245921.
In addition to the copy of the receipt, we would like to ask you some questions to confirm that this account is yours and was created by you:
· When did you start playing on this account?
· When (mm/yyyy) and where (city & country) did you create it?
· How did you lose your village?
· What device(s) do you use to play the account?
We need all this information to make sure that no one else but the genuine owner of the lost account recovers it. As soon as we get your email we will proceed to examine your information with the data in our systems, and we will get back to you shortly. We know how much our players' villages mean to them.
Thanks for your patience and understanding. I hope to heat from you soon.
Have a great day and Clash on!
Morgan | Supercell | Player Support
Need more help? http://support.supercell.com/
If I could get my old device ID I wouldn't have a problem. My phone got wet and shorted out. It won't turn on. I sent the requested info to Supercell on July 1. I can't get the old device ID.
Thanks for the tips but in my case it's just my particular iPhone that won't load. I kept getting login fail please try again (2). I've been borrowing family and friends apple device just to download coc, sign in and check on my acct. so I can't send the support ticket from my iphone which will include my device Id right? So any other way for me to get my device id.
I don't believe it is an all or nothing scenario when it comes to items Supercell needs to restore your village. Of course, I could be wrong since I don't actually work for Supercell. I would imagine they could still restore you village if you provided enough other data for them to find it. Either way, good luck!
Thanks. They wrote me back with all the copy and paste stuff they tell everyone about taking forever. Then said I see that u are playing write us back if u have further problem. I replied minutes later saying no I still can't get in I borrow other iPhones and iPads. But that was days ago so who knows what's gona happen.