Locked out of game

My wife just visited my Krustyland as well but then was kicked out of the game when she tried to get to the main town. At least it is still there....but she is going to be deleting me pretty soon as I am not giving up friend points!

jraffa50 wrote:
Ever since the after-easter update I can get to the splash screen, tap to continue and see the donut spin. Then the game closes. I've live chatted with support, posted on the help forum and tweeted with EA Support. None of these things actually do anything; all there is to do is wait around and see if/when they fix it.

I will say that the lack of concern from all of the support people I have interacted with is quite disappointing. Everyone has been nice and polite, but they have pretty much all told me to just go wait until it's fixed. It's almost like they are doing us a favor letting us play their game. None of them seem to care too much that the longer people don't play, the more they are likely to find other things to do. And it certainly doesn't want to make me spend money on donuts if I know I may not be able to even play the game.

All in all it's been very frustrating, especially since I got back into the game a bit during Easter. Now I'm getting used to not playing again.

yup it sucks I have spent $500 on this game this is the way were treated this has happened to me before the last time that this happened to me I was locked out for a full 30 days and they never even told me that they fixed it I just on a whim decided to try it on February 14th and lo and behold I can log in again I do have a ticket open I am experiencing the exact same thing that you are and I have not yet heard back and its been over 72 hours since I opened the ticket.

Back in April I downloaded the Easter update and was locked out of my game.... I contacted EA live chat and after they tried walking me through all their fixes they finally relented and elevated my ticket, they did this after I bugged them for 2 days (I'd live chat and ask for any updates).

After about a week they finally forwarded my ticket onto the Studio Team. I never heard anything from EA though without first bugging them by live chatting almost daily asking for updates.

After 2 1/2 weeks my game just started working one day. I missed half the Easter event, which I wrote to EA about, but of course heard nothing back. I was just happy to be back in that I left it at that.

But now once I updated after Easter I'm locked out again as many of you are. I opened another ticket with EA and told them I'm having the exact same issue as last month. I really hope I'm not off again for another extended period but after my first dealing with EA I know it could be a long wait.

Everyone who has this issue should open a ticket with EA and continue to request updates.....and unfortunately just wait!

Still cannot access game, but received an answer today. Nothing realy new, but at least ....


Thank you for contacting Electronic Arts Customer Experience.

I apologize for the inconvenience happened to you.

After reading your email, it seems like that you are facing game crashing issue due to which you are unable to continue your game play in the game. Don't worry, we're here to help you further.

In this case, i'd like to suggest that this is a known issue due to which many players facing the same issue in the game and based on that our studio is investigating this. We have forwarded it to our higher support team which is well equipped to handle such issues. They will try to fix it as soon as possible.

Should you have any other issue or query, feel free to ask us or visit our knowledge base at https://help.ea.com.

If issue persists, I request you to please update on the same mail (nnnnn) so that we can provide you a higher level of support.

As always, we strive to provide you with the world's best customer experience for the world's best games. By taking a short survey about your experience with EA, you can help us improve our service to you:


We have closed this case for now . You can reach us at help.ea.com for further assistance

Regards,
nnnn
EA Customer Experience

torsonle wrote:
Still cannot access game, but received an answer today. Nothing realy new, but at least ....


Thank you for contacting Electronic Arts Customer Experience.

I apologize for the inconvenience happened to you.

After reading your email, it seems like that you are facing game crashing issue due to which you are unable to continue your game play in the game. Don't worry, we're here to help you further.

In this case, i'd like to suggest that this is a known issue due to which many players facing the same issue in the game and based on that our studio is investigating this. We have forwarded it to our higher support team which is well equipped to handle such issues. They will try to fix it as soon as possible.

Should you have any other issue or query, feel free to ask us or visit our knowledge base at https://help.ea.com.

If issue persists, I request you to please update on the same mail (nnnnn) so that we can provide you a higher level of support.

As always, we strive to provide you with the world's best customer experience for the world's best games. By taking a short survey about your experience with EA, you can help us improve our service to you:


We have closed this case for now . You can reach us at help.ea.com for further assistance

Regards,
nnnn
EA Customer Experience

I received the EXACT message from them this morning - word for word.

I just reopened my case and asked them to explain why they have stated the case as resolved when I still can't get into my game 4 days later.

Annie_19831983 wrote:

torsonle wrote:
Still cannot access game, but received an answer today. Nothing realy new, but at least ....


Thank you for contacting Electronic Arts Customer Experience.

I apologize for the inconvenience happened to you.

After reading your email, it seems like that you are facing game crashing issue due to which you are unable to continue your game play in the game. Don't worry, we're here to help you further.

In this case, i'd like to suggest that this is a known issue due to which many players facing the same issue in the game and based on that our studio is investigating this. We have forwarded it to our higher support team which is well equipped to handle such issues. They will try to fix it as soon as possible.

Should you have any other issue or query, feel free to ask us or visit our knowledge base at https://help.ea.com.

If issue persists, I request you to please update on the same mail (nnnnn) so that we can provide you a higher level of support.

As always, we strive to provide you with the world's best customer experience for the world's best games. By taking a short survey about your experience with EA, you can help us improve our service to you:


We have closed this case for now . You can reach us at help.ea.com for further assistance

Regards,
nnnn
EA Customer Experience

I received the EXACT message from them this morning - word for word.

I just reopened my case and asked them to explain why they have stated the case as resolved when I still can't get into my game 4 days later.

When I first dealt with EA last month the 1st time I was locked out I got this message as well. I got onto live chat and told them I was still locked out and they appeared to have closed my case. They opened a new one and escalated it (though it was almost 2 more weeks before I got back into my game).

Keep bugging EA, I have found the live chat more effective than emailing, and once they open your case make sure when contacting them to request an update (which I recommend you do daily through live chat) you start a new case each time and refer to your open case number. (They told me to do this once I was sent along to the Studio Team so that my case wasn't closed)

Hope this helps....it's really just a waiting game now...hate to miss out on the last episode tie-in of the season!

Im not sure, but it seems to me, may because my game also crashes for the first time, that with this easter removal update more people have problems with crashing. So Im hopeful that there will happen someting just in time, that I dont have to escalate mz problem. Still have a little patience left and hope that the limited time stuff from the tie-in will automatically find the way to my inventory.

Just had another interaction with live "support". They basically just told me to go wait.

jraffa50 wrote:
Just had another interaction with live "support". They basically just told me to go wait.

Keep on them jraffa50! It's totally frustrating, I know, I'm in the same boat but keep bugging them is my best advice!

Yep, am in the same boat and I too have been chatting daily. Same response though "we know there is aproblem but we cant fix the issue so we marked your case resolved"