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  1. #1
    Problem Solver Extraordinaire shivampaw's Avatar
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    [READ FIRST] Common Solutions to Common Problems & FAQ


    For Supercell ID Information Please Click Here!


    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 possible for them to get to look at all of the 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 new conversation button on the top right!


    You can also see this for how to contact 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 contact us 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 the Clash of Clans 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
    https://forum.supercell.com/showthre...=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"

    Many people struggle with the "Purchase is not available. Valid Google Account required" message when they attempt to buy Clash of Clans gems. Try the following:


    • 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/contact us 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 your village (Player Tag etc.)!



    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.


    Shiv
    Last edited by shivampaw; February 22nd, 2018 at 11:04 AM.

  2. #2

    lost

    Quote Originally Posted by shivampaw View Post
    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.

    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. Gems Disappeared!
    10. I started a lab upgrade while a troop upgrade was going on.
    11. Clan not showing up in clan search
    12. 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!



    Please note that if you have been using an emulator to play Clash on your PC support won't be given as you have broken the SC Terms of Service.



    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:



    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:



    Think your account has been h@cked?




    iOS purchase not come through?




    Android purchase not come through?

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


    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"


    Is your local leader-board wrong?




    Name Change



    Link Error 102



    Gems Disappeared - From the FAQ


    I started a lab upgrade while a troop upgrade was going on. - From the FAQ


    Is your clan not showing up in the clan search?



    Can't connect to facebook


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

    Thanks,

    Shiv


    ive read this but who can wait that long idk wat to do i dont want ot wait becase i cant do anything on the new one ither they need a better and quicker way to help people
    thank u for ur time

  3. #3
    Fresh Spawn
    Join Date
    May 2014
    Posts
    6
    Thank you for this. It helped me and I appreciate it.

  4. #4

    Some form of bug/ ♥♥♥♥

    I upgraded my townhall to lvl 7 and it gbe me someone else's village. I changed it mor to my liking and trained a few troops and bought most of the stuff that came with my new townhall. I went back on after a few hours and I found that my attack/defense mail had already been checked and the troops that is trained we're cancelled and different ones were training. Also, my village had changed a bit and some stuff had upgraded that I hadn't been upgrading before. There were also requests in the clan chat that I don't remember sending. I don't know if a bug has made me share a village with someone else or if I've been ♥♥♥♥ed. My username is Steve the Bear.

  5. #5

    Some form of bug/ h@ck

    I upgraded my townhall to lvl 7 and it gbe me someone else's village. I changed it mor to my liking and trained a few troops and bought most of the stuff that came with my new townhall. I went back on after a few hours and I found that my attack/defense mail had already been checked and the troops that is trained we're cancelled and different ones were training. Also, my village had changed a bit and some stuff had upgraded that I hadn't been upgrading before. There were also requests in the clan chat that I don't remember sending. I don't know if a bug has made me share a village with someone else or if I've been h@cked. My username is Steve the Bear.

  6. #6
    I am a player of this game from 4 years
    i did not opened the game from last one year
    not I tried to open it with help of my Google + I'd ..but it's not loading my village ...also it's not showing connected in game ....I also complain this problem to all the supercell ways ..I emailed,in game complain but no one replied yet ...

  7. #7

    Why Clash Of Clans Help And Support Ignore Indian !!!

    I Have A Question From Clash Of Clans Help And Support !!!..

    My Question Is >>>>
    Why Clash Of Clans Help And Support Ignore Indian ???

    I Ask This Question Because I Lost My Clash Of Clans Account And I Contact Clash Of Clans Help And Support And After 4 Days Help And Support Band Me ..

    Please Replay Me..

  8. #8
    after last update, my village take too much time for searching a opponent...... it's at least 2 minute for a single search for opponent.....then..I redownload clash of clan game but doesn't solve this problem............. please help me

  9. #9

    Angry u guys suck

    Quote Originally Posted by Jacksonian View Post
    Great thread! I appreciate you helping those who are having problems with the game, this should help the common lot! Well done, thanks again!
    uhm lost my acc because i dint have it linked with Google but i had it linked to my face book and i cant get it back.
    your telling me i may have to wait four weeks to even get help are u kidding what kind of place are you running who the , wants to wait four weeks to get their acc back your going to loose allot of players if you don't work on how you help people and how fast you can respond to issues. i really want my acc back n really don't want to wait four weeks. if u guys don't mail me soon you've lost a big fan .

    sincerely ,
    Frankie lynn

  10. #10
    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.Supercell ID
    6. iOS 10 GameCenter Changes

    Welcome!!

    Above you see the contents menu which is split into 6 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!!


    Shiv


    Last edited by shivampaw; February 22nd, 2018 at 10:54 AM.

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