Squad Arena refresh taking 4 times the Kyber before refreshing on 4th try

Question

Product: Star Wars: Galaxy of HeroesPlatform:Apple iPhoneWhat type of device are you experiencing the issue with? iPhone 7+OS Version 12.01Ally Code: (Find it here: http://bit.ly/AllyCode ) 392-698-974What type of issue do you have? OtherHow often does the bug occur? Every time (100%)Summarize your bug Attempting refreshes or to kill the wait timer in Squad arena takes 4 attempts to go through then on that 4th attempt when it goes through it also charges for the 3 previous that did not go throughSteps: How can we find the bug ourselves? Attempting refreshes or to kill the wait timer in Squad arena takes 4 attempts to go through then on that 4th attempt when it goes through it also charges for the 3 previous that did not go throughConnection Type WifiPlease select your region North AmericaCountry United States‌I have lost at least 2000 kyber to this bug in 48 hours and if this is not refunded I will take this case to AppleThis has also cost me placement in Squad Arena and this is step 4 to report a bugThis is a terrible user experience, only on the 3rd call to the EA help (well 3rd call back request) did I get an agent who listened and showed any level of caring for my situation.The first call didn't even connect, the second&nbsp;call lead to a transfer and an email that gave an old link to the forums to post a bug that resulted in having to click through 4 links to get here.With the amount of money I and 100s of others I know spend&nbsp;in the game this is ridiculous, the support emails could at least have an updated link, and your support agent are the face of your company&nbsp;when your users are having a bad experience 1 out of 4 that listens is not even a passing grade.I will be taking this case to Apple if I am not contacted about how I will be reimbursed&nbsp;by Tuesday

christophiv · Answer

Hey,The EA guys don't tend to work weekends, and you are obviously annoyed, but spamming this thread probably won't get you an answer before Monday.Best bet is to get back in touch with customer support, and say that you have been advised by the bugs forum that you should approach them for a crystal refund.

glados-013 · Answer

Additionally, if you hit the refresh, and you know you paid the crystals, try backing out of that window and returning. If that doesn't work, force-closing the app and restarting (causing it to reload everything) might cause the purchased refreshes to show.

But Customer Support is the place to go for lost crystal refunds. As ChristophIV said, perhaps tell them the AnswersHQ forum referred you to them.
https://help.ea.com/en/contact-us/?product=star-wars-galaxy-heroes

cg_mindtricks · Answer

Hi there,

If I understood your post correctly, you tried to refresh the Squad Arena timer and it didn't go through on the first try, so you tried 3 more times until it went through right?

This can occur when the network connection is weak or unstable, so what you can try to avoid such an issue in the future is to make sure your network connection is stable and strong, as well as reinstalling the game and making sure you don't have any other apps running in the background (as this is slowing your device performance and can cause lag in game). A good practice is also to fully close the game and not leave it in the background when you are done playing.

Further troubleshooting steps can be found here: https://help.ea.com/en-us/help/mobile/troubleshooting-steps-for-ios-apps/

In regards to the Crystal refund, I'm afraid we don't handle it here on the forum. It is handled by our Customer Support team.

Hope this helps, thank you.

Answer

The customer support team sent me here...

I work in tech support in streaming media...

I will run any network test you want and probably a few you don't even know about

Your infrastructure is more likely the cause as this looks like your API servers unable to handle the load during US afternoon hours

Do I have to go to Apple to get reimbursed...

On Tursday I will if no action is taken

Answer

I will generate a pingplotter graphical teaceroute from my iPhone if that would help prevent be my situation is not my network

Forum Discussion

Squad Arena refresh taking 4 times the Kyber before refreshing on 4th try

6 Replies

Featured Places

SWGOH Technical Issues

Recent Discussions

Lobot relic not being recognised

I didn’t receive my free gift from Kessel Run

Bought a Galactic Advancement Kit and received crystals

Didnt receive free stuff

Kessel Run Collection