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SamWise123455's avatar
SamWise123455
6 years ago
Solved

How to backup and restore a child account?

I have an account that was set up as a child account that my kid uses (the app does not explain the consequences of entering an child's real age here - i.e. no ability to sync or back or chat).  Their current tablet (Samsung Galaxy Tab A) has started acting up and regularly reboots.  I want to buy a new Samsung Galaxy Tab A and have my kid's progress continue on that new tablet.

I cannot connect to google to do a backup because it is a child account per the app's design. But the local backup and restore options don't seem to work either.  i.e. Samsung Smart Switch says it is bringing over game data to the new tablet but launching the game takes me to the level 1 tutorial.

Any ideas on how I can avoid my kid's broken heart with having a dead end account and get their progress moved to a new device? 

technical issues
  • SamWise123455's avatar
    SamWise123455
    6 years ago

    Thanks all - sent a private message to EA_MindTricks about this.  My son will be so happy if this works.

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  • GladOS-013's avatar
    GladOS-013
    Hero (Retired)
    6 years ago
    @SamWise123455 I'll check with the QA support team and see if they have any ideas. Please make sure you get your child's Ally Code and PlayerID from the original device, and the team may be able to help you manually move from one device to another.
  • GladOS-013's avatar
    GladOS-013
    Hero (Retired)
    6 years ago
    @SamWise123455 Good news! I've been told the customer support team now has a process in place to transfer underage accounts in this situation!

    Please initiate a customer service ticket, let them know you need to transfer an underage account. I recommend you have both devices on hand, the ally code and player ID from your child's account, and then install swgoh on the new device and obtain the Ally code from the new account that was started (that CS should overwrite when they move the account).

    Please let me know how it goes!
  • SamWise123455's avatar
    SamWise123455
    6 years ago

    Thanks GladOS!  OK I will call Support and reply to this thread with what they say.  Thank you so much for the follow up.  Will circle back soon.

  • SamWise123455's avatar
    SamWise123455
    6 years ago

    Hi GladOS,

    Here's what support told me:

    Vishnu (12/10/2019, 10:54:23 PM): Just for the confirmation as you facing the issue with your current device, you want to move your account to another device correct?
    (12/10/2019, 10:54:32 PM): yes please
    Vishnu (12/10/2019, 10:56:35 PM): Alright, may i know is your account is connected to facebook?
    (12/10/2019, 10:56:56 PM): no because it is a child account it is not
    Vishnu (12/10/2019, 11:00:19 PM): Alright, could you allow me few minutes to fetch more details of this?
    (12/10/2019, 11:00:28 PM): yes thanks
    (12/10/2019, 11:00:48 PM): i can give you the ally codes of the account if that helps
    Vishnu (12/10/2019, 11:02:20 PM): Thank you for being patient and co operative, as i have checked i would like to inform you that there is no option to transfer the child account from one device to another device as it is an underage account.
    (12/10/2019, 11:03:02 PM): If I give you the player ID and the ally code you cannot transfer it to another account?
    Vishnu (12/10/2019, 11:03:53 PM): I really apologies, as you said it is an underage account we do not have an option to transfer it.

    ----

    Any ideas?

    Thank you for your help!

    Sam

  • SamWise123455's avatar
    SamWise123455
    6 years ago

    Thanks all - sent a private message to EA_MindTricks about this.  My son will be so happy if this works.

  • SamWise123455's avatar
    SamWise123455
    6 years ago

    @CG_MindTricks @GladOS-013 thank you for your help on this thread!  I have not been contacted by support for follow-up to resolve this issue.  Any ideas on how to proceed towards a final solution?  Thank you.

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