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  Click here to go to the first staff post in this thread.   Thread: Common solutions to common problems & FAQ

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    Problem Solver Extraordinaire shivampaw's Avatar
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    Common solutions to common problems & FAQ

    This is a list of solutions to common problems people get. Please read through this to see if your problem is listed before making a new thread.

    Hi,
    If you are reading this the odds are you have a problem and you are checking if you can find an answer without having to create a thread - good on you! Please take a look at the contents list below and check if your problem is listed. If it isn't then also take a look at the FAQ contents post which is in the next post as it has some more information and answers you might find useful.

    If after having a good look you still can't find anything then please do make a thread so that a someone can help you. Please note that while Supercell Staff are on these forums it is not always that they get to look at threads here so most of the replies you get will be from community members like yourself.

    If you need to contact Clash of Clans support then see this thread for instructions on how to do it: http://forum.supercell.net/showthrea...In-Out-of-game


    Contents:


    1. Lost android village
    2. Lost iOS village
    3. Think your account has been h@cked
    4. iOS purchase not come through. (Did not receive gems)
    5. Android problems. (Purchases AND Can't download)
    6. Local Leader-board showing incorrect location
    7. Name Change
    8. Link Error 102
    9. Not able to connect to facebook


    Please note that if you emails support using the direct email it tends to take longer or your problem to be solved. It is recommended that you email the using the in game function! When emailing them you may need to reply to the auto reply with your original problem to ensure your ticket reaches support.




    If you lost an android village due to re-installing the game or doing a factory reset and you didn't back up to G+ only support can help you. Please follow these steps:

    1. Open Clash
    2. Go to in game settings
    3. Make sure you are connected to a G+ account, your old village will get linked to it.
    4. Press Help and Support which is found via the in game settings menu.
    5. Press the conversation button on the top right!


    You can also see this for contacting supercell.

    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:
    Level of the village:
    First gem purchase receipt:

    If you have emailed them directly you must include the details of the new village as well!

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



    If you lost an iOS village because you didn't backup to GC and restored your device then Support can try to recover your village. Follow these steps:


    1. Open Clash
    2. Press the settings icon
    3. Pressing Help And Support
    4. Press the conversation button on the top right!


    You can also see this for contacting supercell.

    If you have emailed them directly you must include the details of the new village as well!

    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:
    Level of the village:
    First gem purchase receipt:



    Think your account has been h@cked?

    Here is a mods standard reply to people who have been h@cked.
    There really is nothing we can do on the community forums to help you, so please contact Support using the in-game reporting.
    You can also see this for contacting supercell.

    I know there are not a lot of options once another device has your game on it. Below is my standard reply to h@ck posts, good info for future reference. Good luck with support.

    Substitute Google+ for Gamecenter and Google for Apple if it's Android (I'm using an old post)
    ----
    I know of NO-NONE-ZERO cases of anyone actually h@cking Apple's Gamecenter to get to a Clash of Clans village.

    A few facts/misconceptions:

    Supercell only supports one account per device. Apple considers an iOS device to be a single user device. If a village is authorized to it (either by starting a game, or loading it via gamecenter) it is permanently authorized to that device. The Gamecenter password is only needed the very first time you load the game. Once a device "Owns" the game, changing the Gamecenter password, logging out of gamecenter, even deleting the app doesn't remove your game from that device. If you sell or trade your iOS device, doing a factory reset is the only way to ensure the next user can not play your game. If you authorize your game to someone else's device, even a factory reset may not remove it, as they can do an iCloud or iTunes backup/restore of their device to include your village.

    Gamecenter in relation to Clash of Clans is designed to attach YOUR village from YOUR device to allow you to move YOUR village to a new device YOU own. It is not an authentication method to log into and out of different devices, it's a transfer mechanism. You should never load your village onto a device you do not control. Once a village is loaded onto a device, it is permanently authorized and playable from there. Neither Apple, nor Supercell can remove a village from a device which was properly loaded at one point. It is not legally or technically possible. Once a device is authorized, the device can not be blocked or restricted.

    Morale of the story is NEVER load your village on a device not owned/controlled by you, allow someone else to log onto your device with a different Gamecenter, or give out your Gamecenter account info to anyone.

    So, knowing the above, 100% of the time folks claim to be h@cked, or someone is playing their game, it boils down to:

    A) a family member plays on the iOS device without you knowing it
    B) you gave your gamecenter password to a friend who used it to load your game
    C) you gave your gamecenter password to one of those 3rd party gem sites
    D) you logged onto a friends iOS device to play at one point, thinking logging out of gamecenter or deleting the app will prevent them from playing it (it doesn't)
    E) you sold/traded/gave away an iOS device you had once played the game on without doing a factory reset and they still have access to your CoC village.
    F) a friend logged in with a clean gamecenter answered the prompts and transferred your village to their GC, and loaded it on their device later (if your village wasn't attached to your own gamecenter)
    G) Someone sent you a "Free" account - while logging into this new gamecenter you actually transfer you village to this empty gamecenter account and they can then load it on their device. (If your village wasn't attached to your own gamecenter)

    If it's your little brother playing, it's easy to solve, if it's an ex-best friend who can now play your game, there are not a lot of options.




    iOS purchase not come through?

    While most of the transactions go smoothly, sometimes an answer from Apple or our servers might be slower than usual or might result in errors. Please wait some time and see if they will arrive. If this doesn't help, quit and restart the game. Your gems should be credited to you.

    Cydia repos or 'apps', can mess with this creating the problem, if you are jailbroken, un-jailbreak or disable tweaks to make the purchase.

    Apple doesn't allow App Developers to see purchase transactions, so Supercell has no way to verify attempted purchases if the transaction does not make it to Supercell's servers.

    If after a day of waiting, you do not get your gems, contact apple to request a refund. There are links in your e-mailed invoice, or purchase history within iTunes.

    Also check the sticky by clicking the link below
    http://forum.supercell.net/showthread.php/570318-iOS-Troubleshooting-Guide-%28UNDER-CONSTRUCTION%29?p=3976732&viewfull=1#post3976732



    Android purchase not come through?

    Sometimes it may take a little while for the gems to be delivered, so please wait at least 24 hours before contacting Player Support. In the meantime, there is no need to purchase the gems again! Your previous purchase is still being processed and we will not be able to process a refund for an additional purchase.

    It may also help to restart your game, so try this too!

    Go to Settings, and then tap 'Apps'.
    Tap the 'Running' tab at the top of the Manage Applications screen
    Choose the application that you want to stop.
    Touch either the Stop or Force Stop button.


    If it has been more than 24 hours please contact our Player Support
    Opening Clash
    Tapping the settings button (Gears)
    Tap Help & Support
    Tap Resources, Gems & Payments

    DO NOT delete the pre populated data from the email!

    Include a copy of your receipt in order to ensure your request is processed as quickly as possible!

    If you do not have an email account set up, it is best to do so, so that you can get a response as quickly as possible.

    Also see the sticky by clicking the link below
    http://forum.supercell.net/showthrea...=1#post3976867



    Can't download Clash of Clans because Google Play Store says it's not available in your country

    If you are an Android user and you want to play Clash of Clans but your region is not supported and Google Play Store says that it is not available in your country or when you search it on your phone, you can't find it - Have I have a simple fix for you.



    • Go into "Settings" on your device and open the "Apps" tab. Scroll down till you find the Google Play Store and tap on it.
    • Press the button that says "Force stop" FIRST, then clear your data, it will clear your cache at the same time. Don't worry about your accounts, they will stay.
    • Download a VPN Application, preferably DroidVPN as it is free and doesn't run out. You will have to sign up quickly and verify it.
    • If you had to go back into Google Play Store, repeat the clear your data step. If you already had one, continue to the next step.
    • Go onto a US VPN Serever and then you can head back into Google Play Store. You will know you are successful if you see a different home screen than before (Different tabs like Games and Movies are at the top).
    • Search for "Clash of Clans" and if you followed the steps correctly, you'll be able to download it.



    If your home screen wasn't different make sure to go back and make sure to Force Stop the Play Store before clearing the data and stay on the VPN.


    Can't buy Clash of Clans gems due the "Purchases is not available. Valid Google Account required" or "Purchase not available in your region" or "Purchase declined for safety reasons"

    Most people struggle with the "Purchase is not available. Valid Google Account required" message when they attempt to buy Clash of Clans. Now to rule out most errors, when doing this method - attempt it on a phone as it is more likely to be overcome. You may try it on other devices but there is no guarantee.



    • Make sure that the Google+ Account that you used to sign into Clash of Clans has a valid Google Wallet, to eliminate 1 possibility of error.
    • Go to wallet.google.com and set up a valid google wallet. In Settings, under home address you can put your actual address but for the billing address use a valid US address the you deliver products to like a sky box or an address of a relative.
    • As a another possibilty, try a simple "Force Stop" and Clear Data on both Clash of Clans and Google Play Store. Make sure you Clash of Clans village is logged into the Google+ Account so that you can sign in after, because you will have to do over the tutorial.
    • You don't have to clear the data for clash of clans as well, but sometimes you might. Clearing it will give you a 100% chance of being able to buy.


    If you had to use the method in No. 9 (Can't downlaod Clash of Clans) to download your Clash of Clans it means that more than likely, if you went to buy gems and your Google Wallet has your local address it would tell you that the Purchase is not available in your region.



    • Make sure that your Google Wallet has a valid US address, that you deliver products to like a sky box or an address of a relative, as
      the billing address under your credit card. It doesn't have to be a US credit card. Under Settings, your home address can still be your actual address.



    In most cases as such, your purchase might be declined for safety reasons after doing all the steps above. It might not always happens, but if it does here is a simple solution to fix that.


    • The only people that can resolve this is Google. Contact them by going to this link (Click on "this link"; it's a hyperlink) and then clicking "Contact us" and choose "Chat with us". I'd suggest only doing it this way. If it is not available at that time, wait a while to see because the other options might not be as effective.
    • In the box for the info, put something along the lines of this: "In Clash of Clans, I am trying to purchase gems but it is declining my purchase speaking about some high-risk security reasons. Don't make it word for word.
    • Tell them about your problem and they should tell you that they will get their technicians to fix it and will gmail you in a few.
    • Then try again in about 30 minutes and hopefully you will should have gone through and now you have your gems.



    Is your local leader-board wrong?

    The global chat and local leaderboards are set based on the IP address you first connected to Supercell's servers. If yours is incorrect due to vacation, moving, VPN blocking the lookup, etc - you should contact support via the in-game reporting, and tell them where you would like your location set. This is a 1-time change per account though.

    To contact support:

    Opening Clash
    Pressing the settings icon
    Pressing Help And Support
    Pressing the conversation button on the top right!

    You can also see this for contacting supercell.


    If you have emailed them directly via email you must include the details of the new village as well!

    DO NOT DELETE THE PRE POPULATED DATA!



    Name Change

    Every player can change their username once, to make sure you can enjoy your game with a handle that you like. This feature unlocks at Town Hall level 5.
    To change your name, open the in-game Settings window, then press the "Change name" button and follow the on-screen instructions. D o not use special characters (like emoji) in your username, because these might not be visible after you confirm the change.
    Due to account security reasons, the name change feature is strictly limited to one time only. If your "Change name" button is greyed out, it means the feature has already been used. No further username changes can be made.




    Link Error 102

    Thanks to twister for this reply!

    For the link process to work, you need:
    * Both devices connected to the same network (WiFi is preferred)
    * If one is cellular only - make it a hotspot and tether the wifi one to that

    This works for most users, but due to the network structure of some ISPs, with different parts of their network registered in different countries, there may still be a mismatch. If it still doesn't work

    * Try an alternate WiFi network: Friend's home, library, a public hotspot, work, etc.

    If that still doesn't work, use the in-game reporting and give Support as much detail as possible and they can help with the process.



    Can't connect to facebook
    Here are a few steps to try and fix the problem:

    1. Make sure you are running the latest version of FB
    2. Untie and retie the link. See this to untie. Then just re-login using via the game.
    3. Try different WiFi or Mobile networks.
    4. Update your device to the latest OS/iOS.
    5. Ensure you have the correct date/time set.
    6. Uninstall FB and then try with it uninstalled.
    7. Reinstall FB
    8. Factory reset - ONLY IF YOU ARE LINKED TO G+/GC!!


    You can also try the following:


    Force-close the game by entering your Settings > Apps > selecting your game, then pressing 'Force stop'

    Using the instructions above, force-stop the Facebook app (if you're using Facebook in a browser window, please force-stop the browser)

    Launch the game and try reconnecting the account to Facebook.


    If your problem is not listed above then please do make a thread so that we can help you out

    Thanks,

    Shiv
    Last edited by shivampaw; September 5th, 2016 at 11:34 PM. Reason: Complete overhaul beginning.

  2. #2
    Problem Solver Extraordinaire shivampaw's Avatar
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    Contents

    1. Support Issues
    2. Game-play Issues
    3. Purchase issues
    4. Technical Issues
    5. December 2015 Update Changes (Shield, Personal Break, Village Guard)
    6. iOS 10 GameCenter Changes

    Welcome!!

    Above you see the contents menu which is split into 5 categories to help make your experience with this FAQ easier and smoother.

    If you have anything you think should be added to the FAQ please pm me and I will get back to you asap, credit can be given if you want!!



    Cheers,

    Shiv


    Last edited by shivampaw; September 5th, 2016 at 11:32 PM.

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    Problem Solver Extraordinaire shivampaw's Avatar
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    #1 - Support Issues


    Why is it taking so long to get my ticket seen and answered?
    Well you see, it's not as easy as you think it is, support get 1000s of tickets a day and most are lost villages which have to be found through hundreds of others with the same name etc. If your ticket is about a lost village make sure you have given all the information you can about the lost village.

    You should always just wait for a few days to a week or two for a reply. It can take up to a couple of days for complicated tickets.
    How can I check the status of my ticket?
    Support use a system called HelpShift. When they reply to you there will be a red '!' on the settings icon in Clash. Press that and then Help & Support and you will be able to view the reply. In some cases it may take a few weeks for a reply and in some a few days or even hours. It depends on what the problem is. Eg. A Happy New Year message will take less time than a lost village case.

    Support keep sending me auto replies!
    Most customer services nowadays use some kind of automation so that problems and questions can be answered efficiently, of course this is not always going to be 100%. If you get an auto-reply which you are not happy with then when you see the reply at the bottom there will be a "Was this reply helpful". If you press the "no" button then it will allow you to reply back again. When you reply it should get to a member of the support team.
    How can I contact support through email?
    While it is recommended that you contact support through game there might be a time you can't contact them because you can't get into the game. In that case you should email clashofclans.feedback@supercell.com
    When you email them you will get an auto-reply which tells you to contact them through the game. You must reply to that auto-reply with your problem again so that it gets through to the HelpShift support system.

    Last edited by shivampaw; January 9th, 2016 at 11:38 AM.

  4. #4
    Problem Solver Extraordinaire shivampaw's Avatar
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    #2 - Game-Play Issues




    I want to change my InGame Name. Is it possible?
    Every player can change their username once, to make sure you can enjoy your game with a handle that you like. This feature unlocks at Town Hall level 5.

    To change your name, open the in-game Settings window, then press the "Change name" button and follow the on-screen instructions. D o not use special characters (like emoji) in your username, because these might not be visible after you confirm the change.


    Due to account security reasons, the name change feature is strictly limited to one time only. If your "Change name" button is greyed out, it means the feature has already been used. No further username changes can be made.


    I have seen people being very offensive in chat or I have seen rude clan descriptions! What do I do?
    As tempting as it might be to shame the clan or person that has been offensive on these forums, please don't. It is against the rules. If you see offensive behavior please take a screenshot of it and send it to support via in game settings (cog icon) ---> Help & Support ---> Conversation button on the top right!
    Give all the details you have of the player as it will help. Support will get to it and take the appropriate action.

    In many cases support can't give you the result or action taken, this does not mean no action was taken.

    I suspect a che@ter! What do I do?
    You may suspect a che@ter for many reason like staying online all the time or getting maxed out bases in minutes, it's possible for people to stay up for the 6 hour period, I've done it as well. It is also possible to get a maxed base in minutes. However if you suspect che@ting or if you have evidence of it then please send it to support via in game settings (cog icon) ---> Help & Support ---> Conversation button on the top right. Give all the details you have of the player as it will help. Support will get to it and take the appropriate action.

    In many cases support can't give you the result or action taken, this does not mean no action was taken.

    I donated troops but the receiver didn't get them! OR I didn't get the troops that were donated to me!
    If your clan mates have sent you troops that you can’t see in your Clan Castle, it means that you have received more donations than your Clan Castle can hold. The troops that did not fit into your castle will be queued, and they will move into your Clan Castle once you have used up the troops currently in there. After using the troops already in the castle for defending or attacking, the rest of the donated troops will appear.

    Gems Disappeared - From the FAQ
    Please note that gems and resources can never just disappear, they are always used to perform actions within the game. This could have been done by you or someone else.

    Your gems may have been used for the following:


    • purchasing shields
    • purchasing a builders hut
    • buying elixir, gold or dark elixir to fill up your storages
    • buying missing resources for upgrades
    • speeding up upgrades
    • speeding up troop training
    • boosting barracks
    • boosting collectors
    • speeding up spell production
    • purchasing the pirate flag or the mighty statue

    We cannot refund gems that have been used accidentally. If you think that you've lost your gems in connection with a lost upgrade please find further information here.


    I started a lab upgrade while a troop upgrade was going on.
    If you are upgrading any of your units, and then decide to upgrade the Laboratory, the unit upgrade will continue while the Laboratory is being upgraded.

    Is your clan not showing up in the clan search?
    This is most likely happening because your clan name is overly popular. Eg. If you choose Clash of Clans as a clan name, your clan might not show up there are thousands of clans named like that. It is always a good idea to think of an original name.

    My account was banned for modding
    See this: http://forum.supercell.net/showthread.php/958248 You will not have been banned as a result of an accident.
    Last edited by shivampaw; September 5th, 2016 at 11:28 PM.

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    Problem Solver Extraordinaire shivampaw's Avatar
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    #3 - Purchase Issues




    If you have purchasing issues the best thing to do is read the stickies. If the issues still occurs then make a thread in the correct sub-forum and make sure you state that you have read the stickies so that someone can point you in the correct direction.

    Android: http://forum.supercell.net/showthrea...=1#post3976867

    iOS: http://forum.supercell.net/showthrea...=1#post3976732
    Last edited by shivampaw; January 9th, 2016 at 11:27 AM.

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    Problem Solver Extraordinaire shivampaw's Avatar
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    #4 - Technical Issues


    Can I remove or change my village link from Google+ or GameCenter?
    Sorry, it isn't possible to unlink a village or remove it from Google+ or Gamecenter, links are permanent.

    I get asked to load a village I don't want!
    This means that the GC/G+ account you are logged into has a village attached to it. Links can't be removed so you would need to sign into a different GC/G+ account.

    On iOS 6 and lower: Go to the game center app and then log out and sign into a new one.
    On iOS 7+: Go to settings -> Game Center and then sign out and log into a new account.

    On Android: Settings -> Accounts -> Add Account -> Google -> New/Existing.
    Make a new account and then log back onto Clash and press the settings cog icon and then press the Google+ button. When the button goes red (disconnected) press it again and you will be able to select the new Google account you just made.

    I forgot which GC/G+ ID I used when linking, how can I find out?!
    Sorry but nobody can help you what email account you used for linking, not even support can help due to the fact on the servers your GC/G+ ID is stored as a unique integer to protect your privacy.



    Specifically iOS

    How do I reset my iOS village?
    If you want to reset an iOS village then I recommend you watch the following video: https://www.youtube.com/watch?v=U7sXQRPpock

    By resetting your village you will LOSE your current villages progress if it is not linked and backed up with GC! Do this at your own risk.


    I tried to link from android to iOS and I got told I have already linked once?!

    When you linked for the first time you had to be linked to a GC account, sign into the same GC account you used when linking the first time and you will be able to load your village.

    Sign into the GC account that you used the first time by:
    iOS 6 and below: Opening the GameCenter app and signing out of the current then into the correct one.
    iOS 7 and above: Going to settings --> GameCenter signing out of the current then into the correct one.

    Then when you open Clash, if you did the steps correct and signed into the current GC account, after a minute or so the village will load.




    Specifically Android

    How do I reset my android village?
    If you want to reset an android village then I you just need to uninstall and reinstall the game, or if you want you can go to Settings --> Application Manager --> Clash of Clans --> Clear Data --> OK.

    By resetting your village you will LOSE your current villages progress if it is not linked and backed up with G+! Do this at your own risk.

    I tried to link from iOS to Android and I got told I have already linked once?!
    When you linked for the first time you had to be linked to a G+ account, sign into the same G+ account you used when linking the first time and you will be able to load your village. You can have multiple G+ accounts on the same device so you won't loose stuff like emails, calendars etc.

    If the account you used isn't on the device you can add it by going to settings --> accounts --> add account --> google --> Existing.
    To sign into it go to Clash --> Cog Setting Icon --> Disconnect/Connect to G+, if you disconnected press it again. Then you will be able to choose which G+ account you want to load.

    Last edited by shivampaw; January 10th, 2016 at 02:04 PM.

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    Problem Solver Extraordinaire shivampaw's Avatar
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    #5 - Other Issues


    If you are struggling to get to grips with the shield changes and personal break system changes that took place in the December 10th 2015 Update then I recommend you firstly read this Re-Cap and Summary: http://forum.supercell.net/showthrea...-Other-Changes

    If after reading it you still want to know more then this thread here goes over all of Personal Break and Village Guard Changes/Implementations I=un-depth: http://forum.supercell.net/showthrea...ersonal-Breaks

    For the shield changes the in-depth thread is here: http://forum.supercell.net/showthrea...-and-Defending
    Last edited by shivampaw; January 10th, 2016 at 02:07 PM.

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    Problem Solver Extraordinaire shivampaw's Avatar
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    iOS 10 GameCenter Changes

    With iOS removing GameCenter support how will Clash work?

    You can sign in and out of GameCenter accounts via the settings app.

    According to : http://www.pocketgamer.biz/news/6339...ios10-changes/
    First off, all players' friends' lists will be frozen, meaning that adding new friends is effectively a thing of the past.
    No new friends
    Instead, built in to iOS 10 is a feature that allows players to invite friends via email or SMS.
    This will provide the recipient with a hyperlink that allows them to join in-game directly if they already have the app. If not, they will instead be directed to the game's App Store page.
    This is not only a consumer-facing social addition, but also has the potential to boost a game's virality through social channels. Implementation of the feature will not require any additional steps, either.
    Last edited by shivampaw; September 5th, 2016 at 11:31 PM.

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    Fix with multiplayer?

    Hi supercell, I have a major problem I'd like to address. When playing on single player goblin attacking, I enter a big and costly problem. When attacking, I occasionally lose Internet connection, which in turn, closes out of the game and restarts it. The problem is: I lose my troops that I used, and the battle doesn't show up as beat(when I beat it). Can you fix this so that it does NOT cause me to lose the battle? Thanks!

  10. #10
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    Quote Originally Posted by Jmac460 View Post
    Hi supercell, I have a major problem I'd like to address. When playing on single player goblin attacking, I enter a big and costly problem. When attacking, I occasionally lose Internet connection, which in turn, closes out of the game and restarts it. The problem is: I lose my troops that I used, and the battle doesn't show up as beat(when I beat it). Can you fix this so that it does NOT cause me to lose the battle? Thanks!
    Have you secured internet connection? This seems like an issue with your internet. If it isn't stable then you need to play with a stable connection to secure that this problem won't persist.
    Quote Originally Posted by Supercell
    Never assume anything. It makes an A.S.S. out of U and M.E.

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    Current Main Games: Super Smash Bros. for Wii U | Super Smash Bros. 3DS | Mario Kart 8
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