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Hi my name is jack newsom I have a village that has been lost since December 7th 2015 I have started a new village in order to try to recover my old village I have given my information that has been asked for numerous times and then when I log back in later to see what kind of response I get my info has been erased or something cause its all gone and I have to start over. This has happened to me at least 6 times since December 7th it has been very frustrating I don't know what to do
What do you mean?
Yo lost your village.
You sent a request to support with details etc.
Then what?
I mean I lost my clash of clans account/village yes I have given my information to the support page in the game and as I said I don't know whay keeps happening but the information gets erased or something because whern I log back on its all gone like I never even started it .so I start over I type my info they respond to me like nothing ever happened and I give more info again then once again its gone the next time I log in
Attachment 152861 account info
so I don't know if your able to read that stuff im kinda new to all this but there are some examples that I saved after my stuff being erased enough times I got smart and started screen shot and saved them to my computer
im confused when they ask me for proof of my first gem purchase then I post it and they said something like I shown my account info now they cant verify im the original owner what the heck man really . and then after that I was reading in the privacy policy and that stuff and it states that you guys know our location and device we use so please tell me why ask me for this stuff if they are gonna then deny me my village because I posted what they asked for and if supercell knows our devices/locations then y do they need to ask me some of the questions they have because I have played the game the entire time on one device.
so I guess im messing up again by putting all this info out there again but you know I don't know what else to do I don't know what you guys want from me its been over 3 weeks of doing this stuff everyday and so far I have made no progress none whatsoever
So wait. Why did they say they can't restor your village?
Account deserves to be ban, what you are doing is the violation of Clash of Clans Terms of Service. You are not suppose to play the game on a simulator as that is a violation of the terms of service, look below
"Supercell reserves the right to remove or reclaim any usernames at any time and for any reason, including but not limited to claims by a third party that a username violates the third party’s rights.The Service supports only one Account per game on a supported device."
Link: http://supercell.com/en/terms-of-service/
Shivampaw reply the same way: http://forum.supercell.net/showthrea...C-on-Bluestack
In the picture i can clearly see blue stacks- a third party emulator.
While I'm still against it, it appears that it is NO LONGER against the ToS to use an emulator :/Quote:
Originally Posted by Quakers
So... OP, why did SC not allow you to recover the village?
rhgeg 4hg44i
you know what I don't know what the whole problem is I don't have a smartphone or tablet guys all I was trying to do was play a game and have fun you know pass the time. Im not a bad person i cant even afford a smart phone my phone costs me 13$ with tax k im a single dad with 2 kids I have better things I spend my money on. Why is the game even possible to play on the computer if its not legal that's a joke I have made some good friends although I will probably never meet them we are still friends and to be honest if it weren't for that right there I would have given up on this whole situation probably on December 7th. I didn't see anyone complaining when I would spend money on gems for the game but when it comes time for help this is the support Im hearing. well if that's how it is I guess there is no more reason for trying to recover my account
sorry I just noticed there were more responses to this thread if your asking me what supercell has said why I cant get my village back well I have never gotten an answer it keeps being erased before I ever get an answer that's why I came on here after typing my stuff 5 or 6 times then getting back on the game to see what has been said its all gone erased I guess so I have started over and it disappears again please help me figure this out
So you send a message to support through game settings. Log off. And then you log back in and the message is gone?
yes that is correct sometimes it has happened before they even ask me for more info like a copy of my first gem purchase. but everytime no matter what I have not made it past giving a copy of my first gem purchase so I have never gotten a end response or answer its just questions then I answer the questions then when I log on later its all gone like I never even started a question or concern
Open the ticket and include the purchase etc in it.Quote:
Originally Posted by newsom
I have included the gem purchase and all the info before they have even asked believe me I have tried about every angle possible and it all ends the same way
When they reply are you able to see the message? If yes and you can't find a way to reply: There should be something asking if this reply was helpful. Say no and it will let you reply to themQuote:
Originally Posted by newsom
I don't believe they have ever replied I don't know like I said its all gone vanished disappeared left the building u get what im saying then when I start over even still its like nobody has even noticed I have done this before 6 7 or ten times by now its really frustrating I haven't even been able to play since the new update and I had just finished my freeze spell to lvl 4
http://supercell-forum-content.s3.am...quote_icon.png Originally Posted by newsom http://supercell-forum-content.s3.am...post-right.png yes that is correct sometimes it has happened before they even ask me for more info like a copy of my first gem purchase. but everytime no matter what I have not made it past giving a copy of my first gem purchase so I have never gotten a end response or answer its just questions then I answer the questions then when I log on later its all gone like I never even started a question or concern
can I please get some help with this guys I really would live my village back
That's weird. Have you tried another device?Quote:
Originally Posted by newsom
If that fails then email them at clashofclans.feedback@supercell.com and you will get an auto reply saying to contact them through the game. Just reply to it with your problem and all the details again and wait for s reply. You will also need to give support all the details of the current village on the device (including the player tag) and also the player tag of the lost village as well is also helpful.
This has happened to me as well (lost village) a few weeks ago, I gave proof that account is mine over and beyond whathe they asked including credit card statements, checking account statements, everything and I get generic answers then they are erased, I can't get anywhere.... I had tablet with out of date software, lost Google account... supercell is no help neither is google
Please try what I suggested in the post above yours :)Quote:
Originally Posted by Beth69
man this is getting so old I have emailed them I have gone on support in game out of the game I have had my information erased time and time again when I have been gifted with what they call a response its the same old story please give us your information in the clash of clans game support .WOW can no one hear me for the last 3 weeks guys my information keeps being erased or lost I don't know k and emails to supercell are nothing but computer generated just as much as the in game support I cannot understand how people can run a company like that I did nothing wrong have given money to supercell for their games I enjoy the games have made friends in the games but the support that supercell has given me should be a crime I am so disappointed I just want to scream if it weren't for the friends I have that are in my clan I would have given up loooong ago!!!!
Please read what I said. Email them through the email I gave and REPLY to the automated message again with your problem. When you reply to it then it will get through to support and you will receive an email when they reply. Just remember it can take a few days for a reply due to support getting a lot of tickets.Quote:
Originally Posted by newsom
I did what you said and I will get back to u after I hear from them thanks for your time sorry if im coming off rude towards u in any way ok im just tired of repeating myself over and over thank u for ur advice
Don't worry I get you. Good luck and no problem.Quote:
Originally Posted by newsom
Yes I contacted google
Yes I contacted supercell support
Gave them screenshot of base, they level, number of stars (110)
When I started, city, country, date, bank statement, credit card statement with gem purchase
Everything they asked for and more
Then supercell erases the entire conversation
Sh*t, what else can I do that it is my base and I lost it on update in mid December
I just want to play again, not starting over
I put 2 years into my base and miss clan mates
Supercell and google are useless, don't help at all
Hi,Quote:
Originally Posted by Beth69
Please email them at clashofclans.feedback@supercell.com and you will get an auto reply saying to contact them through the game. Just reply to it with your problem and all the details again and wait for a reply. You will also need to give support all the details of the current village on the device (including the player tag) and also the player tag of the lost village as well is also helpful.
Did that and moreQuote:
Originally Posted by shivampaw
Gave screenshot and player tag and all the above I mentioned
Gave them everything and more over a dozen times when replying to their generic message
So you emailed them. Got the auto-reply. And then you replied to it and gave all the info?Quote:
Originally Posted by Beth69
Then what was their reply?
They didn't reply, they erased conversation just saying they couldn't verify informationQuote:
Originally Posted by shivampaw
????? Gave them all answers to their generic questionaire :
Screenshot of base, player tag#
Screenshot of bank and credit card statements of gem purchases
Date I stared game, city and country I started game in
Clan I was in, level I was, the level I was
What device I used
Even more information they didn't ask for just to prove it is my base
I'm still in contact with clan on band but that won't do anything
What more can I do??? Really ♥♥♥???
Did this several times
Really sucks, just want to play the dam game
No faith in supercell anymore, probably time to give up
The conversation doesn't get ereased if you emailed them with the email because it's just a normal email. You will need to wait for a bit (days to a week or so) from the time you reply to the auto reply you get when you EMAIL them using the email I posted above.Quote:
Originally Posted by Beth69
I'll try again, but I don't think I'll ever get my village backQuote:
Originally Posted by shivampaw
Thank you for all your help!!!! ☺
I'll keep checking this post
I know I'm not the only one this happens to
Why do I see others with same issue and they are getting their village backQuote:
Originally Posted by Beth69
I been trying for weeks
I give support all the information they need and more
Just wait for a bit after sending a message through EMAIL. You should get a reply ;)Quote:
Originally Posted by Beth69
I did get regular emailQuote:
Originally Posted by shivampaw
They said contact them thru the game, wow I tried that over 1/2 dozen times and I only got ignored from them so I Uninstalled the game because I was not starting out at level 1 again after playing for 2 years
Like I said. You have to reply to the email that says contact them through the game. You need to reply to it with your problem details and everything again (basically just copy and paste your original message) and then it will get through to them.Quote:
Originally Posted by Beth69
So I need to reinstall the game and contact them there for the upteeand time? And google again ?Quote:
Originally Posted by shivampaw
I did contact thru a regular email (comcast)
I Uninstalled all google apps because I can't stand them
I have no gmail, google+ or google play
You uninstalled all Google Apps? You won't be able to get your village back without them.Quote:
Originally Posted by Beth69
Okay listen. You need to start a new village and connect it to a G+ account. Then you need to contact support and give them all the details.
Now there are two ways to contact support.
1) Through in game settings->help & support.
2) Emailing them at clashofclans.feedback@supercell.com
If you email them you will get an auto-reply saying to contact them through in game settings.
Reply to that email with your original message (just copy & paste it.). When you have replied to it the ticket will go through to support.
From then you just need to wait for their reply.
I went through the game help and support, all the do is ignore me and delete all contact I had with themQuote:
Originally Posted by shivampaw
Been going through this for weeks since th11 update
They just keep saying I need original google purchase receipt for purchase of gems
I don't have that from January 2014
I don't have google email from then, google can't restore anything
That's why I sent credit card statement from then January 2014
Arrrrrrrrrr, pfffffft so fustrated
Ok so you have tried the 1st option. Now try option 2.Quote:
Originally Posted by Beth69
2) Emailing them at clashofclans.feedback@supercell.com
If you email them you will get an auto-reply saying to contact them through in game settings.
Reply to that email with your original message (just copy & paste it.). When you have replied to it the ticket will go through to support.
From then you just need to wait for their reply.
Where is place to me for mention village ownership request ticket. Do I just have to send it to clashofclan.feedback@supercell.net? Thx
Yes. You will have to reply to the auto reply email you get though.Quote:
Originally Posted by Qintanputra
Still the same ♥♥ from supercell through regular email and support through gameQuote:
Originally Posted by shivampaw
Gave them all information and answered all their questions
Supercell sucks !!!!!!!!!
Wow.. I jumped on here to try and find help to the same issue you guys are experiencing and I don't feel very confident anymore that I will ever get my village back :(
Phone's screen broke, got a new phone couple months later, trying to reactivate previous account which wasn't linked to a Google account (only Facebook which I've since discovered is useless) and so I don't have any receipts for Gem purchases which is what they are requesting...
Have had a couple conversations deleted and advised not to bother asking for help again as they will not assist?!?!
I've tried submitting copies of credit card statements as I dont have the receipts from June 2014 when I started the game (don't believe I even received any receipts)..
The in-game support is terrible, I cannot believe they won't even allow me to ask for any alternatives to verify my account and just delete the threads...
I have tried to email the support email address posted above and then replied to their auto-response.. I will update all once I get a response but after reading all these forums online with similar issues, I feel like the last couple years of playing will go down the drain.. (along with all the money spent).
Really hope I am wrong and wish all the others luck as well as it seems we will all need it as much as possible!
mik
Good luck to you, I have had noneQuote:
Originally Posted by mikszt
Obviously I have had same issue for weeks and done same things as you
You would figure credit card and bank statements would be sufficient proof
I also have a screenshot of my base and player tag#
Yeah, my conversations deleted from them as well
Seems useless
What happened exactly?Quote:
Originally Posted by Beth69
You can get the receipt by logging into google wallet or requesting it from Google.Quote:
Originally Posted by mikszt
Not if you never used google wallet and lost old Google accountQuote:
Originally Posted by shivampaw
Had entire conversation through game support deleted again
I'm NOT giving up, I'll just start flagging game as inappropriate
I thought you emailed them? The reason I told you to email them is because the convo will not be deleted...Quote:
Originally Posted by Beth69
I have been doing both... regular email and through game support twice a dayQuote:
Originally Posted by shivampaw
I'm not giving up.... yet.....
Don't message them twice a day... that just makes things worse.. they have loads of tickets to handle. Be patient and they will get to yours.Quote:
Originally Posted by Beth69
I have tried logging in but there is no history/transactions - assumiing this is because the old account was never linked to google..Quote:
Originally Posted by shivampaw
I received a response to my email with a reference number advising to provide this in-game with all the details again... *sigh*
Will see how I go this time and update..
mik
If you bought gems there will be a receipt. How did you buy them?Quote:
Originally Posted by mikszt
Using credit card.. I have tried logging into a couple different google accounts and no transaction history anywhere.Quote:
Originally Posted by shivampaw
So I received my response...
"Hello and thank you for getting back to me.
I’m very sorry, but there’s nothing more we can do to help with this query. We can only verify the ownership of the village with the corresponding receipt. If you are able to find it please send it to me and I will gladly help you recover your village.
If you have any other questions, or need help with something else related to the game, please don’t hesitate to get in touch.
Kind Regards!"
Great... 2 years down the drain. I can't believe how terrible the service is and I can't even make a complaint or escalate this?!
Any other ideas?
mik
Nope. You would need to find that receipt. Try logging Into your emails and seeing if you can find the receipt as it should also come as an email.Quote:
Originally Posted by mikszt