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b902db36bebfadd0's avatar
b902db36bebfadd0
Seasoned Rookie
10 days ago
Solved

How can I restore my SWGOH account data?

Hello, all my data in SWGOH is gone. I haven't been able to log in for 28 days. I've tried all the standard methods, but to no avail. My game was linked to Google Play. I think that's why the cloud overwrote all my data. I have as much data as a beginner. I have two other accounts in the same guild, and I can see my missing account. My email address is the same. My Google archives are visible, but all my data is gone. I've been sick of receiving the standard EA support message for 28 days. I don't think they even check my email because this problem should have been resolved in 28 days.

*snip*

(CM: Edited to remove image displaying Player ID)

android
  • EA_Lanna's avatar
    EA_Lanna
    10 days ago

    Hi b902db36bebfadd0​,

    Yes, but it has to be opened from inside your game. If it isn't opened from inside your game, it'll be a waste of time, and the support team can't use it to help you. 

     

     

    Tap the Settings cog on the Cantina home screen.



     

     

     

    Then, tap Help.

     

     

     

     

    If you're on your phone, scroll to the bottom and click on 'Chat' to open the support ticket, like so: 

     

     

     

     

     

    If you're on PC, the chat option + support ticket will already be open on the right-hand side 

     

     

     

    The chat will start with AI to gather the case details. Once you've answered the questions, it'll connect you to an advisor for help.  Keep in mind the chat is not happening in real time, but you will see notifications pop up in-game when the chat has been updated. 

    Once chatting with an advisor, share this information:

    "Hi team, I opened this case from inside my SWGOH account to reach out to you. I need help restoring access to my SWGOH account, 'Kagemusha'. Here's my Ally Code from that account: 931-968-599. 
    The account reset may have happened after I linked to Google Play, as I had to start with a new account that I named 'AYARLAR' instead of my 9 million account 'Kagemusha'. I think that's why the cloud overwrote all my data. The Player ID I can now see on the reset account is this: >insert your Player ID<. Please help me restore my original account."

    Then share the case number with me. I'll flag it so that it is seen. 


    - EA_Lanna

    (CM: Edited to update case setup information with updated steps)

18 Replies

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  • b902db36bebfadd0's avatar
    b902db36bebfadd0
    Seasoned Rookie
    10 days ago

    There is nothing you can do about this situation, but EA Help is communicating very poorly. This intervention is not possible by sending a standard text.Now, the new cases I open are closed without any notification.

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    10 days ago

    Hi b902db36bebfadd0​ 

    account I want to restore 

    931-968-599

    Great!! This is a really clear answer to the first question! Thanks! 

    Now, the new cases I open are closed without any notification.

    This tends to happen if the support team is being spammed with duplicate cases. The system automatically closes out duplicate cases so the support team can focus on the main case. 

    Let's make sure they focus on the case you opened from inside the game. 🙂 That's the case they'll need to help you with this. Can you remember which case that was? Don't worry if not, let me know either way.

    - EA_Lanna

  • b902db36bebfadd0's avatar
    b902db36bebfadd0
    Seasoned Rookie
    10 days ago

    But it seems to be closed now. It would be better if I open a new one and report it.

  • b902db36bebfadd0's avatar
    b902db36bebfadd0
    Seasoned Rookie
    10 days ago

    my new case number 217102621 Please let the support team know that I want to get my account back.

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    10 days ago

    Hi b902db36bebfadd0​,

    Yes, but it has to be opened from inside your game. If it isn't opened from inside your game, it'll be a waste of time, and the support team can't use it to help you. 

     

     

    Tap the Settings cog on the Cantina home screen.



     

     

     

    Then, tap Help.

     

     

     

     

    If you're on your phone, scroll to the bottom and click on 'Chat' to open the support ticket, like so: 

     

     

     

     

     

    If you're on PC, the chat option + support ticket will already be open on the right-hand side 

     

     

     

    The chat will start with AI to gather the case details. Once you've answered the questions, it'll connect you to an advisor for help.  Keep in mind the chat is not happening in real time, but you will see notifications pop up in-game when the chat has been updated. 

    Once chatting with an advisor, share this information:

    "Hi team, I opened this case from inside my SWGOH account to reach out to you. I need help restoring access to my SWGOH account, 'Kagemusha'. Here's my Ally Code from that account: 931-968-599. 
    The account reset may have happened after I linked to Google Play, as I had to start with a new account that I named 'AYARLAR' instead of my 9 million account 'Kagemusha'. I think that's why the cloud overwrote all my data. The Player ID I can now see on the reset account is this: >insert your Player ID<. Please help me restore my original account."

    Then share the case number with me. I'll flag it so that it is seen. 


    - EA_Lanna

    (CM: Edited to update case setup information with updated steps)

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    7 days ago

    Hi b902db36bebfadd0​, 

    I'm sorry. My post above shared some outdated advice. The support site has been updated recently, and the steps have changed somewhat. Live support helped me learn about the latest way to connect with their team for help with SWGOH cases, so I could pass on the correct advice. I updated my post above to remove the outdated portion and share the latest steps. 

    The steps remain largely the same, except for this portion: 

      • If you're on your phone, scroll to the bottom and click on 'Chat' to open the support ticket, like so:  
      • If you're on PC, the chat option + support ticket will already be open on the right-hand side 

       

      The chat will start with AI to gather the case details. Once you've answered the questions, it'll connect you to an advisor for help.  Keep in mind the chat is not happening in real time, but you will see notifications pop up in-game when the chat has been updated. 

     

    If you could try again, once more, to generate a ticket from in-game (please see the post I pinned, it's been updated), it should work this time to complete an in-game ticket. I can flag that ticket with the support team from there. 

    - EA_Lanna

  • b902db36bebfadd0's avatar
    b902db36bebfadd0
    Seasoned Rookie
    7 days ago

    I did what you said, thank you. The chat section opened as you suggested, but the result is the same. The support team I've encountered is the worst I've ever seen. Even though I wrote what you said and told them I had an open case, they said it was a chat section and they couldn't help me from there.Every support team that comes in says something different This is the new Case 217179865 I opened because the previous support team told me to open a new case to prove that my account is correct

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