Can’t log in to new phone
I’m trying to link my account on a new device (iPhone 11) from an old device (Samsung s10). After connecting through Facebook I keep getting the error “an unexpected error has occurred when linking a...
Forum Discussion
I'm a little confused now, because that comment from EA help says not to use Facebook but then the link you posted says to use facebook. I had followed those steps in the link you shared before, and followed them again just now.
-Facebook was and still is connected to my account on the OLD device. I went to link device > old device > facebook > and it said this device is already connected.
-on the new device, I went to connect > new device > facebook > allowed access from Facebook > then I get the error.
EA_Lanna
Community Manager
Community ManagerHi @chris123445678,
Comment from Facebook? Are you dealing with the support team at this moment? It would be best to work with one set of steps at a time so as to limit any confusion and mixture of steps. Please continue with the Facebook support agent.
- EA_Lanna
Comment from Facebook? Are you dealing with the support team at this moment? It would be best to work with one set of steps at a time so as to limit any confusion and mixture of steps. Please continue with the Facebook support agent.
- EA_Lanna
No I've only been walking with EA support. I was referring to your last comment. Please see the attached screenshot where you quoted EA help where they said not to use Facebook connect.
Then in the link you referenced in the same comment, it says to use Facebook connect.
- EA_Lanna
Hi @chris123445678,
Thanks for the clarification.
The portion I quoted from the Help article I linked was from step 4 under the heading 'Now, pick up your new device', if you'd like to read it in the context of the article. It's not saying don't ever use Facebook Connect. It's saying, just for step 4, to make sure not to use Facebook Connect during that step or you'll need to restart the process. Facebook Connect on the new device comes in later during step 6. Does that make sense?
If your old account is definitely linked up through Facebook as the old device on your SWGOH account, then the next steps on the new device and should be very straightforward (before completing these steps, take a note of your Player ID and Ally Code, in case you'll need to provide them to the Support team).
- Open Star Wars: Galaxy of Heroes.
- If you've never played on your new device, tap the Have an Account? button on the top, left corner of the screen during the intro/if you have already played on this device, open the Settings Menu and tap Connect.
- Tap Link a Device.
- Don't use Facebook Connect on your new device during this step. If you try to connect your new device to the Facebook account on your old device, you won’t be able to link your devices and you’ll have to restart the process.
- Tap This is the NEW DEVICE.
- Tap LINK DEVICE and log in to the Facebook account that was connected to your OLD DEVICE.
- You’ll see a warning that lets you know the name and level of the account that will be deleted, and the name and level of the account that will replace it. Make sure everything is right.
- Type the word DELETE in the field, then tap the DELETE AND LINK button to finish the job.
- A SUCCESS pop-up will let you know your account linked properly. Tap RESTART to load your original account and get back to playing.
Hello,
Thank you for the clarification, that makes more sense. However, the error is occuring in between step 5 and step 6. After I click New Device > Facebook> and connect in Facebook, the error occurs back in the game before any other messages come up. It is the same Facebook account for both. I tried to attach a screen recording of the process but it didn’t let me upload a video
Thanks,
Chris
