Can’t log in to new phone

Hi @chris123445678, 

Are you using the old device when you get this error message? That error message tends to crop up when you're account is already linked up to Facebook.

- EA_Lanna

No I’m getting that on the new device. Facebook is linked to my account on the old device, but when I try to log in on the new one with Facebook it gives that error. 

Hi @chris123445678, 

OK it sounds like you'll need to start the transfer process again and head back to the old device: 

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EA Help wrote:

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.

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Follow the steps in this EA help article: Move your Star Wars: Galaxy of Heroes account using this tool. It'll talk you through what you need to do from the old device first and foremost under the heading 'Grab your old device and follow these steps' and will then walk you through what needs to happen on your new device under this heading 'Now, pick up your new device'.

- EA_Lanna

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.

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.

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).

1. Open Star Wars: Galaxy of Heroes.
2. 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.
3. 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.
4. Tap This is the NEW DEVICE.
5. Tap LINK DEVICE and log in to the Facebook account that was connected to your OLD DEVICE.
6. 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.
7. Type the word DELETE in the field, then tap the DELETE AND LINK button to finish the job.
8. 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