My city is LOST !!!!! From level 21 I am now level 4
I wrote to EA customer support...
They asked me to try to login back, and like that didn't solve it, they require me to describe each building, item in the game, my game level, and how many coins, money, donuts I was having.
Looks like if any game is with my problem you will lose everything and an EA representative has to put manually all of your items back (but if course you cant remember everything).
O____________O"
They asked me to try to login back, and like that didn't solve it, they require me to describe each building, item in the game, my game level, and how many coins, money, donuts I was having.
Looks like if any game is with my problem you will lose everything and an EA representative has to put manually all of your items back (but if course you cant remember everything).
O____________O"
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it took 3 months, but I finally got everything restored!
Hope they can do the same for you.
My suggestion is to just try give as much detail as possible. Good luck
Yes I sent them a detailed list of buildings.
But when I lost mine, no one seemed to be getting their towns back. It seems like that's changing, so hopefully they'll get your solution a lot quicker!
explain me pls, how did they actually solved it? Did they managed to obtain a previous backup of your city? or they just put everything you described manually (so they will just give me a lot of free space and everything in the inventory for me to replace).
They answered me a few hours after I complain requesting the info of my account.
This is the kinds of things they asked me:
Game Name:
Game Version:
Type of Bug:
Description of how error occurred:
Device type:
Modem Firmware:
Memory Capacity:
Number of Applications:
Capacity:
Available:
Screen shot attached: (y/n)
Sometimes they don't reply for a long time. And they didn't actually tell me my town had been restored, my friend noticed it and let me know.
I hope this is not going to take so long, I want to have the dog, - Traducir esta p?gina
Santa's Little Helper.
They asked me the following things:
__________________________________
Your Origin ID :
Level (Before Loss) :
Level (After Loss) :
Description of loss (in-game items or virtual currency):
Platform or mobile (iOS/Android/Others) :
Game version (TSTO) :
Troubleshooting steps that you have tried so far :
We will wait for your reply and then forward this information further for investigations. Your patience and understanding in this issue is highly appreciated. Thanks.
__________________________________
Not sure how it went wrong. I was playing while on the train, with a bad internet connection, so maybe that contributed? I don't know. I think it's just something wrong at their end, if it's happening to so many people.
Hope you get it back in time to get Santa's Little Helper. I missed out on some of the freebies (Fat Tony, Cool Brown House, etc.) and I'm trying to get them back, but don't know if I'll have any luck.
I am also losing friends (no houses with coins), from 50 now I have 46... and I expect it will continue decreasing until my city is back.
Lol. This is such a desperately sad tale and I love your final entry. It's almost a month since you first lost your game but still you keep clutching onto that last strand of hope. I wish you find your lost game, I really do and would love to add you when it happens. Peace be with you my friend.
Mine was restored from backup but took about 10 days.
I wrote very angry emails, and weighted them with the evidence of all the donuts I had bought and also pointed out how useless they were last time it happened - I made like level 20 before and it reset. Despite a lengthy email exchange they did nothing.
Maybe they only restore backups for people who have spent money?
As for the cause - I think it's related to the messages that pop up at various stages of the game launching.
"You have not signed into your origin account"
"You played the game on another device"
There's a few more. Followed up with the final "are you sure you want to start a new game". And because the question might not be expected, and you tap 'yes' at all the other questions, it would be quite easy to not quite pay attention or be on auto and just press OK.
They really ought to remove the reset prompt from game start up and hide it deep in the Origin menu. I mean, why would you choose to do it??
Bad UI design, but with the stability issues it should be expected really!
I have suspected that. I am always VERY careful whenever I load this game. I also think some get reset due to their town being too massive/complex and it crashes. Not that it's an excuse but it seems to be a cause. This is why I purposely scale back my town. I don't have the need for all the land anyway. But of these things being said, the blame is solely on EA for these issues, but we as a community need to be aware of them and take steps to avoid them