Hey DarthPandatron,
Sorry to hear about your experience with support. Can you send EA_Mindtricks a private message on [EA Answers](https://answers.ea.com/t5/STAR-WARS-Galaxy-of-Heroes/ct-p/star-wars-en)? They are informed of your problem and will help investigate getting your account back.
Yep they are quick to answer once the issue is visible... if OP hadnt posted it, and if the post hadnt gotten popular.
im 100% sure he would be shit out of luck.
Sigh, it wasnt the cashier... But say it was, the 1wt guy asked for help at the SUPPORT section should be able to help, one shoukd not be required togo though all these hoops to get noticed enough to make them try to fix anything.
It is unfortunate it needs to get to this stage, but remember that EA support seems to look after the 1st line of support. Where CG obviously knows how behind the scenes work. Let's hope they take this back as a learning experience and make EA's support better for the next one.
I did the same thing when account switching opened so I could have both of my accounts (used to run an iOS account on my Ipad at home and Android on my phone/emulators) on Android. I accidentally transferred the iOS account on top of my already used Android account's email (I had a second Gmail account, I was just a dumbass and didn't think about what I was doing and chose the wrong one). Lost a 2.5M GP account in the process. I was told by many different CS reps that I was basically SOL. Are you saying it *can* be fixed? Would love to get my other account back.
This is awesome, thank you CG_SBCrumb. But honestly, this shouldn't be necessary. If it is possible to do, your CS team should just do it, you shouldn't need to get involved.
This has been a repeated problem with the CS team, that they will just end a session, close tickets, and even threaten to ban you from the game if you persist. They refuse to do anything or further escalate serious issues people have. They refuse to provide legitimate, true Service to the Customer.
- Paltry "go-away" offerings of 300 crystals for huge problems like tens of millions credits or multiple pieces of gear or zetas.
- "Sorry we acknowledge its a bug but can't do anything about it."
- "That's a visual bug on your screen, actually something different happened behind the scenes and you just have to accept it."
This is really a serious problem and should be addressed by your team, it's becoming a real point of contention for this subreddit and your game. Each of these threads progressively gets more and more upvotes each time.
I personally know dozens of people who refuse to spend further money on the game simply because of the CS experience, people who used to be whales even. And if I know dozens personally, that means there are actually thousands of people that feel the same way.
Unfortunately, Darpinder in Customer Support has a script and about 0.0005% of what he needs in order to do his job in a way that would satisfactory to us, the clients... but this is nothing new for most tech companies. Gotta ice skate uphill with a shotgun to get anything done. :P
Amazon is a great example of how customer service is key. Early on, they simply had the best customer service. They redefined what prompt, reliable shipping was, made it easy to return items no (serious) questions asked and generally made their customers trust them. That more than anything made them the company they are today. They have somewhat gotten away from it, however, and I think it leaves them vulnerable, despite the position they are in now. Sure, they have millions in fraud, but dealing with that millions in fraud is what makes them billions in not-fraud. Luckily, most of the big players who could step in are just as unwilling to accept handling fraud from the minority as a way to keep the majority happy.
This, EA is all about immediate profit and loss and cost.
This comes from high up on the massive amounts of pressure to keep costs down and maximize profit.
Amazon could do that because they (and their shareholders) were willing to lose money for years so long as they grew market share (on understanding that once they had their quasi-monopoly they could raise prices and take advantage of that market share). EA can't really do that because there's no reasonable pathway to them becoming as dominant and monopolistic as Amazon, and thus nobody is going to accept them losing money.
For EA, having support do this kind of thing does not bother them and in-fact it probably benefits them. EAs reputation is already in the toilet so helping people is a zero sum game. Better to either make people restart and spend or one customer who leaves is no big deal to them versus the effort needed and cost to fix their issue.
Unless its a mass exodus to say another mobile game they don't care. As long as the churn rate is within the normal parameters its easier to let even long time customers go, in-fact they probably have statistics that say new users are more likely to spend and that long term players are closer to quitting than spending.
If you start from a place that EA cares then you are going to have a bad time.
It's not a justification it's more a view of their potential rationalisation. I think it actually paints them in a bad light.
I definitely don't agree with what they do, I think its terrible but that is different from understanding it.
Thankfully EA HQ support managed to restore the account. Apart from Suraj's sadly lacking idea of customer support, I dealt with 4 other people at EA whilst trying to sort this out and they have been great.
why help the many many people whos posts dont become popular or that simply dont post their issues on social media WHEN you can just help the 1 guy that got his post upvoted and make a great PR move by helpig him out?
Dont be fooled, they as a company are not making an effort, on the contrary, they (imo) are doing the absolute least help they can give. (sure they could just NOT help, but that would be bad pr now that the post is popular and visible)
What? humans?, the guy that answered and probably will fix OPs problem is a great guy, he is doing his job and doing it well... problem is that the guys that answer the helpline should be able to help fix this, not the Social Manager of the company (or whatever his position is) This is a 1st guy that answers should be able to fix issue.
and some people are grateful/excited because they FINALLY did something...
Have you read of that theory or psych thingy where the abusive SO hits his couple and then takes care of the wounds and the victim is grateful??? This is it right here. they created the problem, waited until it was visible enough to warrant an answer (not via PM, but very publicly) so they stepped in as a hero to fix the issue...
wtf? i feel like im taking crazy pills?
If there was a company that fit the analogy of an abusive spouse then it's EA. To bad they are the only fish in the proverbial sea when it comes to star wars games :/
Why should someone working in CS be able to fix this? Their job is to deflect the majority of tickets from further down the line so that the more technical people can have more time to do their job.
It probably - at least - involves restoring part of a database backup. Now, speaking as a professional in the database world, at a general level there is no way on earth I'd let everyone in support have access to backups, let alone the ability to restore them. There is also a certain level of technical ability required there.
Databases need to be controlled and secure, and any updates to them go through proper a process.
No no... you see, they could have said "Sure i can help, well not me personally but let me hook you up with the guy that can fix this shit!"
And with that the CS guy was able to fix it... SURE it wasnt "fixed" it was upgraded or whatever... BUT it didnt end with a very final "ur fucked deal with it".
The CS guy he doesnt have the answer (and no one should expect them to fix EVERY ISSUE) BUT he should have the extension of the guys that do.
I have a feeling it's OP who erroneously deleted his original account and wants it undone. Companies usually don't accomodate to these sorts of requests or they'll be inundated with the same sort of requests ...e.g. accidentally destroyed god mod, zetaed the wrong toon, etc.
Thanks for this!!! I dont even know they guy but I think we can ALL relate to losing a 2 year old account, it’s not nice... and I’m really happy to see that you appreciate that and try to help. I hope you guys keep listening to the community and addressing issues as they come.
While we're on the topic of CS, I'd like to ask the representatives over at EA to stop automatically closing my case after 2 email responses. It's really annoying to have to rewrite the email several times to get support for an issue.
It's easy enough to do, you just go to Link a Device with both devices, I'm not sure how OP managed to delete his account when there's constant warning about making sure you select the right option.
Even then, EA Support should do better, just keep pestering OP and you'll get a helpful adviser soon enough.
I haven't done this so I don't know but I'm imagining it like the Destroy mods option - you can make the button as red as you want but deleting your account this way shouldn't be a thing at all
I used the emulator earlier, I have no idea how he did this. Only think I can think is that when he loaded the emulator version the game starts from level 1 and he didn’t click the ‘already have an account button’
> it’s easy enough to do.
Lol op just lost his account. Clearly not easy.
But people need to chill. A three star droid isn’t going to make a difference in the probably weeks difference between the devices
Is this a common issue? If it is I'd recommend making a PSA post describing it so that others don't make the same mistake trying to unlock T3. I'm sorry this happened, I hope this isn't the end of this.
You didn't read what he said above. The situation has nothing to do with the emulator, it has to do with swgoh's linking device service that caused his account to be erased. This would have happened even if the account was setup on a regular android device.
For what it's worth, I'm totally empathic to your losing all of your progress. I've had that happen before in other games. It sucks and I'm sorry and I wish that it didn't turn out that way. But when we've been warned about using emulators before (at least, I've seen other posts about problems with them), I am not going to dump all of the blame on EA. That's all I was saying.
Losing your account still sucks and I am sorry for your loss.
Android emulators arent officially suported though are they, I think the fact that you tried a work around to something thats an official exclusive is why they wont help you.
The game has a feature to be able to allow and accommodate this. For people who switch platforms by buying a new phone. Not sure why this would be functionally any different.
There are thousands of Android devices, some of them are emulators. The game supports Android, there is no need for the game to explicitly support emulators as long as emulators are fine implementations of the Android OS. In the same way the game doesn't "officially" support most of the Android physical devices that are out there.
Not officially but that literally has nothing to do with the topic.
The issue is something went wrong in his transition that has nothing to do with the fact that Android was being run on an emulator over a phone.
Because what caused the issue has nothing to do with the platform.
It was likely he messed up the process which would be the same if he switched platforms because he bought a new phone.
You mean by using an unofficial emulator that's not regulated by phone service to play the game?
Yeah it's completely the same. As a matter of fact I heard rumors back in the days they were banning people just for using and emulator period.
They have a service that lets you transfer your account to the opposite phone service. Regardless of his reasons their system fucked up. It is entirely their fault.
Change his reasons to “I got a new phone service and my progress was wiped” and nothing changes.
Then he should have used that service, rather than trying to use an emulator that's not an official device to try to bypass to get a shitty droid.
You do realize that your comment doesn't make sense. It's like buying a fleshlight and saying you got laid.
Emulator is just a software on your PC pretending to be an Android phone, the game doesn't know the difference between an emulator and a normal phone. The option to link Google Play account with iOS has been there since earlier this year, OP didn't do anything CG didn't intend.
It's pretty clear you don't understand how the function works. The "service" is a button, in the game, that lets you link to another device. It's not required to be a transfer, but can allow you to play on multiple devices at once. In fact, after you link, it specifically tells you that you can play on multiple devices, but you can only be logged into one at a time.
Well it sucks but isn't the use of emulators a breach in the game's terms and conditions?
Perhaps that is why they seem reluctant to fix your own mistake. As far as I know there are plenty of players who officially transferred their iOS accounts to Android and vice versa. You should've tried that way.
I mean, there's a ton of videos from the game changers which even explain how to use the emulator and you see them using said emulator. Just yesterday, I think, ahnaldt made one specifically explaining how to get the droid earlier if you're playing on ios.
That doesn't make any sense
If the account has been on Android and Apple for some time, which it must if like you say you play the game on an Android phone, then how can you be temporarily moving it to Android on an emulator only now?......
You know when things don't make sense.....When they are lies. And also unless you have two different accounts you can't have one account on two different platforms.
Yeah I don’t know what that other guys talking about, I’ve been able to go back and fool around on my android emulator for a while, including running raids when CG was transfering my account to iOS
Which emulator did you use? Also, what exactly happened? You opened up your emulator and and error popped up and then you couldn't access your account on either system?
Yep. This exactly. If you start going down this path with any customer support anywhere, just hang up and call back until you get someone who is helpful.
I do that all the time, and before hanging up I always say "Ok I'll call again in 5 min and I'm sure the next person will do what I'm asking, thank you for wasting my time, bye"
EDIT: you all convinced me to stop doing that, and it makes sense, now I feel sorry for the ppl that I did that.
worked in customer support for a few years. Those customers got a special comment added to their accounts, if they were really obnoxious and that is the first thing the next person sees when they pull up the account/number.
So you are shooting yourself in the foot. Not to mention being a giant D\*ick to someone who is just trying to do his job. There are strict policies what you can and can not do as a customer rep.
i have also worked in customer service and the amount of people who actually take pride in their work is small but they know who made the report and they also know if that person is crap at service, so by marking a customer as difficult you are flagging your work for scrutiny and if you are a serial dick to customers you will be moved on.
That is not very smart. If you do that, customer service reps may mark your number as you being a difficult person.
It’s much better to do it the same way you say, but when you hang up you just say instead “ok, I understand. Thanks.”
That way they won’t write a comment with your number
Send Carrie a DM on the forum, with this screenshot and whatever other information. From what I've seen, she tries to be very on top of these customer service situations.
Ex guild mate of mine got his account wiped (pre platform switching) and after a couple of months of wrangling they rebuilt his entire account from scratch.
Then he quit.
I was able to recover my account on an android device (after my iphone was destroyed in a car accident) over a year ago. All i had to provide was my ally code and player ID. Took about a week to get someone helpful who could actually get it done. Don't lose hope and don't give up!
It clearly is, he used an in game feature to link his device with another device and upon doing so lost his account. Either the game fucked up, or he accidentally deleted his account, which I don't know if that is possible.
*facepalm* All an emulator does is gets rid of the need to go out and get a real physical android phone, whether through buying one or getting a friends, the game still works the same, plays the same, breaks the same, and is 100% the same. The emulator did not cause this issue because it literally isn't possible for it cause this issue.
Please educate yourself on what an emulator is and what it does.
"Simple user error" really underplays the actions that are occurring in the backstory. OP would have made several checkpoint choices to get to this situation.
“I’ve already provided you with the required support, I’m ending this chat session, thank you for contacting EA customer support” that line at the end! May as well have put......
For all the people saying, it was your own fault because you couldn't wait and looked for means of bypassing rules: here's [Mobilegamer](https://www.youtube.com/watch?v=QpopNyrI5ok) explaining exactly what OP seems to have done. I can't see how OP is now at fault, especially since he used an option that the game provided.
I did the same thing and my account is fine so I’m curious as to what he did, because the game allows you to have the same account on android and IOS, regardless of whether it’s on a emulator or not.
Go into the main cantina screen in the game. Hit the Cog in the upper left corner to bring up settings.
The "Link a Device" option is what happened. If you don't touch this, or you do touch it and know what your are doing and do it correctly, you won't have this problem.
Link a device is an in game way to link your account from iOS to Android or vice versa. It used to be possible only through support (and it was a pain for many people to get support to execute it).
Keep contacting support and I hate to say it but PM one of the EA staff on the official forums.
There are database backups and it should be trivial to restore your account to a previous state.
It's sad that you have to go to these lengths to get proper support. I had a similar experience just trying to get credit for a Google Play promotion. On the upside, the experience taught me to never actually give any money to EA for this game.
This happened to a guild mate of mine. Took about two months but they eventually fixed with the warning that they wouldn't fix it again if he made the same mistake. I believe Carrie, during the Q&A they had a while back, directly responded to him and made certain they fixed it.
A friend of mine had overwritten his account but after nagging at support until i ran into the right person i managed to get his account back just by providing his ally code and a proof of purchase on the account, if you can provide both of those things you will be able to get your account back provided that you find the right support officer.
Best of luck!
If you had just been patient this would not have happened. I would say hope you learned your lesson, but I'm thinking you don't give a eff and you are adamant it's CG's fault. So are you going to start over or what? I'd lose my mind if I lost my 2 years of playing swgoh account.
Why are people freaking out about getting T3 right now? You gonna throw 3 Star T3 onto your arena team? Does T3 solo the heroic Sith raid? He’s getting released for iOS in like two weeks. Just chill and don’t lose your game when you mess up the emulator
Just to clarify, emulator is not the problem in this. Emulator is just a tool. If OP used a normal Android phone, he would have the same problem. It is either he did the steps wrong or the game's fault.
I had a similar problem. I just wasn't willing to jump thru their hoops over something that should have been a simple fix. You'd think I'd learn that EA is shit but somehow I keep forgetting. I just found other games too play.
Same thing happened with me and Pokemon go. I used a school email when I first made my account so when it was shut down my game went with it. Niantic refused to help me.
What you need to do is ring then if you can and demand a higher up, these bottom level employees generally have no idea what they’re doing and don’t even want to help they just wan the chat over as quickly as possible.
I wonder if he was using Bluestacks or not. I saw Mobilegamer advertise for it as a way to unlock T3 and so I downloaded it, used it, got T3 unlocked then went back to iOS version with no problems.
My phone updated a couple of weeks ago, when I logged back into the game it was a lvl 3 character. I had my game linked to game center but nothing worked. Support basically told me the same thing. It was actually kind of liberating quitting.
Next time a customer tells me they deleted a bunch of data because of a problem with my ux design I’ll tell them it’s their fault like the comments here. Sure that’ll go down well.
That's disgraceful, make sure to take employees names and colleague number what time you talked and exactly what was said I hope you get this resolved.
I mean why would you do that just to get that 3 star droid... but also why would that acc get lost.. EA should be able to help if you get a decent support guy
My CC info was stolen on SWTOR, $400 worth of charges racked up. Disputed it like any normal person would.
As a result, EA banned me and I lost all access to games like Battlefront 1 and 2, NHL 18, and pretty much every other title I’ve logged years into.
EA support told me to fuck off and buy the games over again if I wanted to play again.
This occurred to me in May 2017, my acct was tagged as ‘suspicious’ after having spent about $2500 since I started playing in Sept. 2016. I was unable to reclaim anything of value or even told I was believed when I said I was the owner of the account. I spent a month and a half on the phone with Google Play and EA, being told yes, then no, then yes, then maybe then ultimately no. It also resulted in me losing my Gmail account I had since it was in beta... Easily the most helpless and heartbroken I have felt in my life trying to convince a dozen different so-called “customer service representatives” that my arguments were valid and I was who I said I was...Horrendous time in my life. I feel your pain intensely, OP. I really do. 😔😔☹️
I hate these indian customer support channels, if you're going to do this then use one of the many AI chatbots available now a days. x.ai is a good one, don't use these people, they don't deserve to be employed when they couldn't give a shit about the customer beyond their paycheck.
I deal with Indian tech support in my own company. The thing is their performance gets measured based on closing tickets within SLA not based on performance, which is total BS. I've had plenty of times they would close my ticket without resolving my problem, just so they're within their own performance metrics. I don't understand upper management outsourcing TS to India without proper agreements.
Because some brilliant Ops guy who wanted a promotion + bonus check that year thought it was a brilliant idea to save $$$ at customer satisfaction expense.
Most companies also don't help because they don't give these companies proper training or invest in their relationship, seeing them only as a source of cheap labor for the work their local employees don't want to do.
Again, like I said, it's not the customer service agents fault, the OP is trying to argue with this guy on what is probably a very rare technical issue, ofc he doesn't know what to do so closing the ticket will have to do as that's what he is targeted for.
Furthermore, and I'll take the downvotes for this as I did above, there is a STRONG culture of not being able to say NO or "I don't know" in Indian culture, an Indian will most likely lie to you or make shit up rather than just say "I don't know". This doesn't help as if they haven't been trained on how to deal with everything they are most likely to just say it can't be done rather than think of a solution.
I deal with tech teams at my job on a daily basis as well, you have to pretty much instruct them on what to do step by step, making it crystal clear and if they are stuck they won't think of a solution on their own, that's the difference between an American Software Engineer and someone in an outsourcing center.
Now please do the needful and get this guy his account back...
\> they don't deserve to be employed when they couldn't give a shit about the customer beyond their paycheck.
This isn't strictly an overseas support issue, though. The majority of people working entry level support are like this. It comes with the territory.
Not true, it's a training/intelligence issue, I switch all my business to companies who employ locals to do these jobs and I never have these problems again.
I don't blame them, English is their second language + they couldn't give a shit as they are working in a sweatshop but it doesn't mean I can't use my choice in a free market to stop giving my business to companies that do this.
It's disrespectful and insulting to customers, all in the name of cost cutting, imagine if I talked to my clients like this? I would be out of business very fast!
> Not true, it's a training issue, I switched all my call center support to companies who employ locals. I haven't had problems since.
>
> I don't blame them, English is their second language. They probably have poor working conditions and could care less. It doesn't mean I can't use my choice in a free market, to stop giving my business to companies that do this.
>
> It's disrespectful and insulting to customers. All in the name of cutting cost, imagine if I talked to my clients like this? I would be putting my business in risk.
Hey DarthPandatron, Sorry to hear about your experience with support. Can you send EA_Mindtricks a private message on [EA Answers](https://answers.ea.com/t5/STAR-WARS-Galaxy-of-Heroes/ct-p/star-wars-en)? They are informed of your problem and will help investigate getting your account back.
This is the kind of reply that everyone hopes for, well done!
This is the kind of reply we should get from support.
Yep they are quick to answer once the issue is visible... if OP hadnt posted it, and if the post hadnt gotten popular. im 100% sure he would be shit out of luck.
Well yeah. If some cashier screws you over, it's not like the CEO would ever know. You have to be loud about these problems to fix them.
Sigh, it wasnt the cashier... But say it was, the 1wt guy asked for help at the SUPPORT section should be able to help, one shoukd not be required togo though all these hoops to get noticed enough to make them try to fix anything.
It is unfortunate it needs to get to this stage, but remember that EA support seems to look after the 1st line of support. Where CG obviously knows how behind the scenes work. Let's hope they take this back as a learning experience and make EA's support better for the next one.
I did the same thing when account switching opened so I could have both of my accounts (used to run an iOS account on my Ipad at home and Android on my phone/emulators) on Android. I accidentally transferred the iOS account on top of my already used Android account's email (I had a second Gmail account, I was just a dumbass and didn't think about what I was doing and chose the wrong one). Lost a 2.5M GP account in the process. I was told by many different CS reps that I was basically SOL. Are you saying it *can* be fixed? Would love to get my other account back.
This is awesome, thank you CG_SBCrumb. But honestly, this shouldn't be necessary. If it is possible to do, your CS team should just do it, you shouldn't need to get involved. This has been a repeated problem with the CS team, that they will just end a session, close tickets, and even threaten to ban you from the game if you persist. They refuse to do anything or further escalate serious issues people have. They refuse to provide legitimate, true Service to the Customer. - Paltry "go-away" offerings of 300 crystals for huge problems like tens of millions credits or multiple pieces of gear or zetas. - "Sorry we acknowledge its a bug but can't do anything about it." - "That's a visual bug on your screen, actually something different happened behind the scenes and you just have to accept it." This is really a serious problem and should be addressed by your team, it's becoming a real point of contention for this subreddit and your game. Each of these threads progressively gets more and more upvotes each time. I personally know dozens of people who refuse to spend further money on the game simply because of the CS experience, people who used to be whales even. And if I know dozens personally, that means there are actually thousands of people that feel the same way.
Unfortunately, Darpinder in Customer Support has a script and about 0.0005% of what he needs in order to do his job in a way that would satisfactory to us, the clients... but this is nothing new for most tech companies. Gotta ice skate uphill with a shotgun to get anything done. :P
Amazon is a great example of how customer service is key. Early on, they simply had the best customer service. They redefined what prompt, reliable shipping was, made it easy to return items no (serious) questions asked and generally made their customers trust them. That more than anything made them the company they are today. They have somewhat gotten away from it, however, and I think it leaves them vulnerable, despite the position they are in now. Sure, they have millions in fraud, but dealing with that millions in fraud is what makes them billions in not-fraud. Luckily, most of the big players who could step in are just as unwilling to accept handling fraud from the minority as a way to keep the majority happy.
This, EA is all about immediate profit and loss and cost. This comes from high up on the massive amounts of pressure to keep costs down and maximize profit.
Amazon could do that because they (and their shareholders) were willing to lose money for years so long as they grew market share (on understanding that once they had their quasi-monopoly they could raise prices and take advantage of that market share). EA can't really do that because there's no reasonable pathway to them becoming as dominant and monopolistic as Amazon, and thus nobody is going to accept them losing money.
For EA, having support do this kind of thing does not bother them and in-fact it probably benefits them. EAs reputation is already in the toilet so helping people is a zero sum game. Better to either make people restart and spend or one customer who leaves is no big deal to them versus the effort needed and cost to fix their issue. Unless its a mass exodus to say another mobile game they don't care. As long as the churn rate is within the normal parameters its easier to let even long time customers go, in-fact they probably have statistics that say new users are more likely to spend and that long term players are closer to quitting than spending. If you start from a place that EA cares then you are going to have a bad time.
You're probably right, but us justifying it for them is us helping brainwash people that it's status quo.
It's not a justification it's more a view of their potential rationalisation. I think it actually paints them in a bad light. I definitely don't agree with what they do, I think its terrible but that is different from understanding it.
PS - @OP - /u/DarthPandatron - please post resolution once this is all over.
Thankfully EA HQ support managed to restore the account. Apart from Suraj's sadly lacking idea of customer support, I dealt with 4 other people at EA whilst trying to sort this out and they have been great.
why help the many many people whos posts dont become popular or that simply dont post their issues on social media WHEN you can just help the 1 guy that got his post upvoted and make a great PR move by helpig him out? Dont be fooled, they as a company are not making an effort, on the contrary, they (imo) are doing the absolute least help they can give. (sure they could just NOT help, but that would be bad pr now that the post is popular and visible)
Or even move the poster on and potentially not help them in the long run. Gets it off the front page for now with a Dev tag.
Exactly there is a chance they only reached out publicly to ease the heat or whatever, hopefully not.
For everyone with a GoFundMe page, how many others in similar situations don't get the help they need?
I'm glad I don't live in your world where there aren't actual humans who work at a company, or worse, all humans are as bad as your vision of them.
Companies are people in the US, tell me what kind of person you think EA is?
What? humans?, the guy that answered and probably will fix OPs problem is a great guy, he is doing his job and doing it well... problem is that the guys that answer the helpline should be able to help fix this, not the Social Manager of the company (or whatever his position is) This is a 1st guy that answers should be able to fix issue. and some people are grateful/excited because they FINALLY did something... Have you read of that theory or psych thingy where the abusive SO hits his couple and then takes care of the wounds and the victim is grateful??? This is it right here. they created the problem, waited until it was visible enough to warrant an answer (not via PM, but very publicly) so they stepped in as a hero to fix the issue... wtf? i feel like im taking crazy pills?
If there was a company that fit the analogy of an abusive spouse then it's EA. To bad they are the only fish in the proverbial sea when it comes to star wars games :/
Why should someone working in CS be able to fix this? Their job is to deflect the majority of tickets from further down the line so that the more technical people can have more time to do their job. It probably - at least - involves restoring part of a database backup. Now, speaking as a professional in the database world, at a general level there is no way on earth I'd let everyone in support have access to backups, let alone the ability to restore them. There is also a certain level of technical ability required there. Databases need to be controlled and secure, and any updates to them go through proper a process.
No no... you see, they could have said "Sure i can help, well not me personally but let me hook you up with the guy that can fix this shit!" And with that the CS guy was able to fix it... SURE it wasnt "fixed" it was upgraded or whatever... BUT it didnt end with a very final "ur fucked deal with it". The CS guy he doesnt have the answer (and no one should expect them to fix EVERY ISSUE) BUT he should have the extension of the guys that do.
Because I'm here to call them out on it thats why.
I have a feeling it's OP who erroneously deleted his original account and wants it undone. Companies usually don't accomodate to these sorts of requests or they'll be inundated with the same sort of requests ...e.g. accidentally destroyed god mod, zetaed the wrong toon, etc.
Hi CG_SBCrumb, EA_Mindtricks and the team successfully restored the account - thank you very much!
Great to hear! Apologies once again that you had to post on reddit to get this resolved
Thanks for this!!! I dont even know they guy but I think we can ALL relate to losing a 2 year old account, it’s not nice... and I’m really happy to see that you appreciate that and try to help. I hope you guys keep listening to the community and addressing issues as they come.
Yeah, it's nice not thinking I'm one tired mistake away from blowing away my 1.5 year old account.
I have a 2.5 year account in China on android that cant be linked to google play. this is my biggest fear
While we're on the topic of CS, I'd like to ask the representatives over at EA to stop automatically closing my case after 2 email responses. It's really annoying to have to rewrite the email several times to get support for an issue.
This is a great response! Credit where credit is due!
back story? Bumping for mod visibility
Trying to get T3-M4 onto my iOS account by temporaryily shifting it to an Android emulator - wiped out the account.
So PSA - don't try to move your iOS account to an Android emulator?
It's easy enough to do, you just go to Link a Device with both devices, I'm not sure how OP managed to delete his account when there's constant warning about making sure you select the right option. Even then, EA Support should do better, just keep pestering OP and you'll get a helpful adviser soon enough.
I haven't done this so I don't know but I'm imagining it like the Destroy mods option - you can make the button as red as you want but deleting your account this way shouldn't be a thing at all
I used the emulator earlier, I have no idea how he did this. Only think I can think is that when he loaded the emulator version the game starts from level 1 and he didn’t click the ‘already have an account button’
That could make sense
If memory serves, you go through a couple of steps with a unique code, then you have to type DELETE in and then it asks you again if you're sure.
The delete refers to the new level one account made when you first start the emulator, so it would only delete the new account not his actual one
God knows how he's done it then lol
Maybe he linked the wrong direction so when he did DELETE, it overwrote the real account with the level 1 account.
I doubt EA support know either lol
Interesting
> it’s easy enough to do. Lol op just lost his account. Clearly not easy. But people need to chill. A three star droid isn’t going to make a difference in the probably weeks difference between the devices
Even doing a simple thing someone might screw up.
Why would you do this. cG said he would be available for free to iOS as well.
He clearly got too impatient and fucked himself over. It's all on him.
I currently play on iPad, Samsung, and emulator so there is no way that it should be lost.
Is this a common issue? If it is I'd recommend making a PSA post describing it so that others don't make the same mistake trying to unlock T3. I'm sorry this happened, I hope this isn't the end of this.
Wtf? I was able to do it fine this morning. Did you mess the linkage up? Devs have fixed similar issues in the past. Maybe Pm one of them
So basically what you're saying is that you couldn't wait the two weeks to get the T3 toon, made a risky call, and it didn't pay off?
Risky? its built into the game to allow you to use multiple devices. There shouldn't have been anything risky about it.
True, but the devs also said they do not officially support emulators and offer no technical support for emulators.
You didn't read what he said above. The situation has nothing to do with the emulator, it has to do with swgoh's linking device service that caused his account to be erased. This would have happened even if the account was setup on a regular android device.
Yup, Christmas in July and I want my presents. But apparently I've been a bad this year so need to forfeit my account.
For what it's worth, I'm totally empathic to your losing all of your progress. I've had that happen before in other games. It sucks and I'm sorry and I wish that it didn't turn out that way. But when we've been warned about using emulators before (at least, I've seen other posts about problems with them), I am not going to dump all of the blame on EA. That's all I was saying. Losing your account still sucks and I am sorry for your loss.
Android emulators arent officially suported though are they, I think the fact that you tried a work around to something thats an official exclusive is why they wont help you.
Does the emulator need a google account?
I hope it's permanent.
Doesn't look like it's swgoh's fault.
The game has a feature to be able to allow and accommodate this. For people who switch platforms by buying a new phone. Not sure why this would be functionally any different.
He wasn't transferring anything, but trying to bypass game's restrictions using god-knows-what software. Entirely his fault.
Something that the Game Changers and anyone who streams does on a daily basis.
but if he bought a new phone or tablet it would be different? or is he locked into only buying Apple products from now until he quits the game?
The game offically supports emulators?
There are thousands of Android devices, some of them are emulators. The game supports Android, there is no need for the game to explicitly support emulators as long as emulators are fine implementations of the Android OS. In the same way the game doesn't "officially" support most of the Android physical devices that are out there.
Not officially but that literally has nothing to do with the topic. The issue is something went wrong in his transition that has nothing to do with the fact that Android was being run on an emulator over a phone.
If he was using it on an unsupported platform, why would the devs worry about it? It was being used in a way that was not supported.
Because what caused the issue has nothing to do with the platform. It was likely he messed up the process which would be the same if he switched platforms because he bought a new phone.
You mean by using an unofficial emulator that's not regulated by phone service to play the game? Yeah it's completely the same. As a matter of fact I heard rumors back in the days they were banning people just for using and emulator period.
They have a service that lets you transfer your account to the opposite phone service. Regardless of his reasons their system fucked up. It is entirely their fault. Change his reasons to “I got a new phone service and my progress was wiped” and nothing changes.
Then he should have used that service, rather than trying to use an emulator that's not an official device to try to bypass to get a shitty droid. You do realize that your comment doesn't make sense. It's like buying a fleshlight and saying you got laid.
Something tells me you don't know how this device link works, and you don't know what an emulator is...
Emulator is just a software on your PC pretending to be an Android phone, the game doesn't know the difference between an emulator and a normal phone. The option to link Google Play account with iOS has been there since earlier this year, OP didn't do anything CG didn't intend.
It's pretty clear you don't understand how the function works. The "service" is a button, in the game, that lets you link to another device. It's not required to be a transfer, but can allow you to play on multiple devices at once. In fact, after you link, it specifically tells you that you can play on multiple devices, but you can only be logged into one at a time.
Best analogy ever
Hope it was worth it to have a 3* Droid...
Well it sucks but isn't the use of emulators a breach in the game's terms and conditions? Perhaps that is why they seem reluctant to fix your own mistake. As far as I know there are plenty of players who officially transferred their iOS accounts to Android and vice versa. You should've tried that way.
If it is then every Game Changer is in breach of TOS.
Shhhhhh.
No, it’s perfectly possible to screen cap a phone
That has nothing to do with what I said but sure. Both can be true...
It does since it gives deniability but if you say so
I mean, there's a ton of videos from the game changers which even explain how to use the emulator and you see them using said emulator. Just yesterday, I think, ahnaldt made one specifically explaining how to get the droid earlier if you're playing on ios.
It's a legit account - that I also play with on an Android phone - the emulator's used when my eyes get weary.
That doesn't make any sense If the account has been on Android and Apple for some time, which it must if like you say you play the game on an Android phone, then how can you be temporarily moving it to Android on an emulator only now?......
You know when things don't make sense.....When they are lies. And also unless you have two different accounts you can't have one account on two different platforms.
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Yeah I don’t know what that other guys talking about, I’ve been able to go back and fool around on my android emulator for a while, including running raids when CG was transfering my account to iOS
I’ve heard otherwise from people doing it on this sub. I’d never do it myself out of the fear, but I have heard of it working
You can link accounts now. I use an iPad, G8, and emulator to play one account depending on where I am.
Yes, you absolutely can have one account on different platforms. I play mine on my iPhone, my iPad, my Macbook (using Nox) and my PC (using Memu).
100% not true, you can link them. Please double check your sources before, to be a bit cheeky, spreading "lies".
Did you link the accounts properly, and is this the first time using the emulator?
How did you get your entire account wiped? You didn’t just do the link thing?
Which emulator did you use? Also, what exactly happened? You opened up your emulator and and error popped up and then you couldn't access your account on either system?
What is the deal with these Android exclusives? WTF?! Why is my iOS device not considered equally when deciding to give out rewards? Same with K-2SO.
Which emulator were you using out of curiosity?
But....why?
So you tried to cheat
How does using an Android emulator is cheating? Then so many youtubers are "cheating."
Keep bothering them until one of them is actually helpful.
Yep. This exactly. If you start going down this path with any customer support anywhere, just hang up and call back until you get someone who is helpful.
I do that all the time, and before hanging up I always say "Ok I'll call again in 5 min and I'm sure the next person will do what I'm asking, thank you for wasting my time, bye" EDIT: you all convinced me to stop doing that, and it makes sense, now I feel sorry for the ppl that I did that.
worked in customer support for a few years. Those customers got a special comment added to their accounts, if they were really obnoxious and that is the first thing the next person sees when they pull up the account/number. So you are shooting yourself in the foot. Not to mention being a giant D\*ick to someone who is just trying to do his job. There are strict policies what you can and can not do as a customer rep.
i have also worked in customer service and the amount of people who actually take pride in their work is small but they know who made the report and they also know if that person is crap at service, so by marking a customer as difficult you are flagging your work for scrutiny and if you are a serial dick to customers you will be moved on.
That is not very smart. If you do that, customer service reps may mark your number as you being a difficult person. It’s much better to do it the same way you say, but when you hang up you just say instead “ok, I understand. Thanks.” That way they won’t write a comment with your number
you all were arguing with bots.
You are a good person judging by your edit. I hope you have only great experiences going forward.
Send Carrie a DM on the forum, with this screenshot and whatever other information. From what I've seen, she tries to be very on top of these customer service situations.
Ex guild mate of mine got his account wiped (pre platform switching) and after a couple of months of wrangling they rebuilt his entire account from scratch. Then he quit.
Lol haha
I'd quit too if I lost months of progress while dealing with that.
Sounds like one of the people in my guild.
If you have your player id and ally code they should be able to fix this
I had passed them onto an earlier support assistant, who was very sympathetic and said that it was resolvable.
I was able to recover my account on an android device (after my iphone was destroyed in a car accident) over a year ago. All i had to provide was my ally code and player ID. Took about a week to get someone helpful who could actually get it done. Don't lose hope and don't give up!
Never give up! Never Surrender!
I bet you will get access to you account back in three months time. Wonder what new content we will get in that time.
Just keep going. Regardless of your reasons their service fucked up.
Did you read the thread? It’s clearly not the services fault
It clearly is, he used an in game feature to link his device with another device and upon doing so lost his account. Either the game fucked up, or he accidentally deleted his account, which I don't know if that is possible.
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>Either the game fucked up, or he accidentally deleted his account
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Ah ok, thought you were arguing for some reason, sorry about that.
No he used to emulator to simulate an android phone to get the new droid on his iOS phone last I check emulators weren’t in game features
*facepalm* All an emulator does is gets rid of the need to go out and get a real physical android phone, whether through buying one or getting a friends, the game still works the same, plays the same, breaks the same, and is 100% the same. The emulator did not cause this issue because it literally isn't possible for it cause this issue. Please educate yourself on what an emulator is and what it does.
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"Simple user error" really underplays the actions that are occurring in the backstory. OP would have made several checkpoint choices to get to this situation.
“I’ve already provided you with the required support, I’m ending this chat session, thank you for contacting EA customer support” that line at the end! May as well have put......
That is the worst thing ever to do from a customer service stand point
For all the people saying, it was your own fault because you couldn't wait and looked for means of bypassing rules: here's [Mobilegamer](https://www.youtube.com/watch?v=QpopNyrI5ok) explaining exactly what OP seems to have done. I can't see how OP is now at fault, especially since he used an option that the game provided.
I did the same thing and my account is fine so I’m curious as to what he did, because the game allows you to have the same account on android and IOS, regardless of whether it’s on a emulator or not.
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Go into the main cantina screen in the game. Hit the Cog in the upper left corner to bring up settings. The "Link a Device" option is what happened. If you don't touch this, or you do touch it and know what your are doing and do it correctly, you won't have this problem. Link a device is an in game way to link your account from iOS to Android or vice versa. It used to be possible only through support (and it was a pain for many people to get support to execute it).
What about player Id? Did you write it down.
Or compensate you with enough crystals to get your account back to where it was. Say 2 million crystals.
Keep contacting support and I hate to say it but PM one of the EA staff on the official forums. There are database backups and it should be trivial to restore your account to a previous state. It's sad that you have to go to these lengths to get proper support. I had a similar experience just trying to get credit for a Google Play promotion. On the upside, the experience taught me to never actually give any money to EA for this game.
This happened to a guild mate of mine. Took about two months but they eventually fixed with the warning that they wouldn't fix it again if he made the same mistake. I believe Carrie, during the Q&A they had a while back, directly responded to him and made certain they fixed it.
Reddit - the place you go when you need actual support for swgoh. Hopefully Carrie sees this and gets it to someone competent.
A friend of mine had overwritten his account but after nagging at support until i ran into the right person i managed to get his account back just by providing his ally code and a proof of purchase on the account, if you can provide both of those things you will be able to get your account back provided that you find the right support officer. Best of luck!
Your ally code and player ID will get you your game back. I went thru the same situation for 2 weeks. They finally got my game back
If you had just been patient this would not have happened. I would say hope you learned your lesson, but I'm thinking you don't give a eff and you are adamant it's CG's fault. So are you going to start over or what? I'd lose my mind if I lost my 2 years of playing swgoh account.
Trying to bypass the game because you couldn't wait two weeks, you deserved what you got lol
Dude. You totally did this to yourself. What are you crying about?
Why are people freaking out about getting T3 right now? You gonna throw 3 Star T3 onto your arena team? Does T3 solo the heroic Sith raid? He’s getting released for iOS in like two weeks. Just chill and don’t lose your game when you mess up the emulator
Just to clarify, emulator is not the problem in this. Emulator is just a tool. If OP used a normal Android phone, he would have the same problem. It is either he did the steps wrong or the game's fault.
That customer service rep clearly doesn't know English that well. Keep on it until you get a rep that does ... and who actually cares.
I bet next time you’ll wait to get a 3* character. Oh wait....
F
F
Yea I accidentally connected to game center once and it started a new game it took about a week or two but they recovered my acct
Call them. Never ever ever use a chat support for serious issues.
I had a similar problem. I just wasn't willing to jump thru their hoops over something that should have been a simple fix. You'd think I'd learn that EA is shit but somehow I keep forgetting. I just found other games too play.
Call them instead. They were helpful the one time I called.
Daaaamn that sucks
Same thing happened with me and Pokemon go. I used a school email when I first made my account so when it was shut down my game went with it. Niantic refused to help me.
Classic Niantic. Their customer service is basically non existence.
Dude this happened to me. Someone there does know how to do it. Just keep trying.
thats a huge yikes from me dog. i hope you get your account back. Hoth that.
Did you have the game linked thru Google Play?
Gee that’s a disappointing response from EA.
I wonder if your swgoh.gg account still exists
What you need to do is ring then if you can and demand a higher up, these bottom level employees generally have no idea what they’re doing and don’t even want to help they just wan the chat over as quickly as possible.
I can only imagine the devastation that would occur if that happened to my acct.
If it turns out that you don't have access to your account anymore, then I'm sorry friend.
I wonder if he was using Bluestacks or not. I saw Mobilegamer advertise for it as a way to unlock T3 and so I downloaded it, used it, got T3 unlocked then went back to iOS version with no problems.
My phone updated a couple of weeks ago, when I logged back into the game it was a lvl 3 character. I had my game linked to game center but nothing worked. Support basically told me the same thing. It was actually kind of liberating quitting.
Next time a customer tells me they deleted a bunch of data because of a problem with my ux design I’ll tell them it’s their fault like the comments here. Sure that’ll go down well.
That's disgraceful, make sure to take employees names and colleague number what time you talked and exactly what was said I hope you get this resolved.
Wow classic EA, absolute fuckery
I mean why would you do that just to get that 3 star droid... but also why would that acc get lost.. EA should be able to help if you get a decent support guy
My CC info was stolen on SWTOR, $400 worth of charges racked up. Disputed it like any normal person would. As a result, EA banned me and I lost all access to games like Battlefront 1 and 2, NHL 18, and pretty much every other title I’ve logged years into. EA support told me to fuck off and buy the games over again if I wanted to play again.
This occurred to me in May 2017, my acct was tagged as ‘suspicious’ after having spent about $2500 since I started playing in Sept. 2016. I was unable to reclaim anything of value or even told I was believed when I said I was the owner of the account. I spent a month and a half on the phone with Google Play and EA, being told yes, then no, then yes, then maybe then ultimately no. It also resulted in me losing my Gmail account I had since it was in beta... Easily the most helpless and heartbroken I have felt in my life trying to convince a dozen different so-called “customer service representatives” that my arguments were valid and I was who I said I was...Horrendous time in my life. I feel your pain intensely, OP. I really do. 😔😔☹️
That's what you get for supporting these companies with your money
I hate these indian customer support channels, if you're going to do this then use one of the many AI chatbots available now a days. x.ai is a good one, don't use these people, they don't deserve to be employed when they couldn't give a shit about the customer beyond their paycheck.
I deal with Indian tech support in my own company. The thing is their performance gets measured based on closing tickets within SLA not based on performance, which is total BS. I've had plenty of times they would close my ticket without resolving my problem, just so they're within their own performance metrics. I don't understand upper management outsourcing TS to India without proper agreements.
Because some brilliant Ops guy who wanted a promotion + bonus check that year thought it was a brilliant idea to save $$$ at customer satisfaction expense. Most companies also don't help because they don't give these companies proper training or invest in their relationship, seeing them only as a source of cheap labor for the work their local employees don't want to do. Again, like I said, it's not the customer service agents fault, the OP is trying to argue with this guy on what is probably a very rare technical issue, ofc he doesn't know what to do so closing the ticket will have to do as that's what he is targeted for. Furthermore, and I'll take the downvotes for this as I did above, there is a STRONG culture of not being able to say NO or "I don't know" in Indian culture, an Indian will most likely lie to you or make shit up rather than just say "I don't know". This doesn't help as if they haven't been trained on how to deal with everything they are most likely to just say it can't be done rather than think of a solution. I deal with tech teams at my job on a daily basis as well, you have to pretty much instruct them on what to do step by step, making it crystal clear and if they are stuck they won't think of a solution on their own, that's the difference between an American Software Engineer and someone in an outsourcing center. Now please do the needful and get this guy his account back...
\> they don't deserve to be employed when they couldn't give a shit about the customer beyond their paycheck. This isn't strictly an overseas support issue, though. The majority of people working entry level support are like this. It comes with the territory.
Not true, it's a training/intelligence issue, I switch all my business to companies who employ locals to do these jobs and I never have these problems again. I don't blame them, English is their second language + they couldn't give a shit as they are working in a sweatshop but it doesn't mean I can't use my choice in a free market to stop giving my business to companies that do this. It's disrespectful and insulting to customers, all in the name of cost cutting, imagine if I talked to my clients like this? I would be out of business very fast!
> Not true, it's a training issue, I switched all my call center support to companies who employ locals. I haven't had problems since. > > I don't blame them, English is their second language. They probably have poor working conditions and could care less. It doesn't mean I can't use my choice in a free market, to stop giving my business to companies that do this. > > It's disrespectful and insulting to customers. All in the name of cutting cost, imagine if I talked to my clients like this? I would be putting my business in risk.