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Thread: Player in need of help

  1. #1
    Iron Member Contributor Level 2
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    Player in need of help

    Hi devs,

    I tried to send this message to Ember, Betty and Allen, but Ember's mailbox was full and I've had no response from Betty or Allen. I am getting very impatient, but hopefully you can help me.
    I'm currently facing two problems that are both heavily interfering with my gaming experience, and it's actually very annoying.
    Here's my story:

    I wanted to log into heroes charge Saturday, but for some reason it just kept staying in the 'Connecting' loading screen, when I try and start up the game. I looked for solutions on the forums, and all I saw people were saying was to delete the game and download it again - that didn't help me however. So I decided to go on the forums and make a new thread about it, but I couldn't log in from my original e-mail/account. I tried to do the 'lost my password' thing, and I did indeed receive a new password, but that new password that I received doesn't work either. It's very strange. That meant I had to make a whole new e-mail adress and a whole new account here, but for some reason I haven't been able to post new threads until today. I decided Sunday to tell you about my incident via the 'Contact us'-button on the forum website and I also sent a private message here to Allen and Betty (Ember's mailbox was full......), but I still haven't heard back from you after 4 days, and it is quite frankly getting on my nerves, this whole situation.
    Now I can't tell you my player ID, as I can't get into the game, but my account name is ChrisErnskov and my original e-mail is ChrisErnskov90@hotmail.com.

    I guess you could say I'm in shock with this kind of customer service.

    So I'm just asking you to help me be able to play this game again, as I have spent quite a few dollars on it. That shouldn't be too much to ask for.

    Thanks.

  2. #2
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    Bump......

  3. #3
    Administrator Contributor Level 12 Betty's Avatar
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    Dear Leader
    Sorry for the delay. You can build a new account on the same server, then tell me the player ID of that new account and the nickname and team level of your old account, I will link them for you.

    Best Regards
    Betty

  4. #4
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    Hi Betty,

    How am I supposed to make a new account when I can't enter the game?

  5. #5
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    When a customer has a problem, the least you can do is read and try to understand the issue before coming up with solutions.
    I am stuck on "connecting" screen when I open the game.

  6. #6
    Administrator Contributor Level 12 Betty's Avatar
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    Quote Originally Posted by xChrisErnskov View Post
    When a customer has a problem, the least you can do is read and try to understand the issue before coming up with solutions.
    I am stuck on "connecting" screen when I open the game.
    Dear leader,
    Can you log in the game now?
    If not, please tell us some information about your phone and your internet connection, and I would report that to our Tech Team.
    Sorry for the delay and thank you for you patience.
    Best regards,
    Betty

  7. #7
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    I had this issue on my ios for a few hours and when i was getting ready to delete the game for reinstall i loaded up app store first and seen a manual update button(where it'd normally say "get")Clicked it and was good to go. Im guessing it wasnt connecting because it wasnt updating so manual update did the trick. Worth a try

  8. #8
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    Hi Betty,

    After I have erased my iPhone several times and recovered it again, I've finally been able to get into the game again.
    It started on a whole new account though, at level one, and this message came up:
    Click image for larger version. 

Name:	IMG_2888.jpg 
Views:	21 
Size:	19.2 KB 
ID:	9339
    Ofcourse I clicked "Okay", and after that, it took me back to the Heroes Charge loading screen, and I was once again stuck on "Connecting".

    I did manage to get a player/account ID: 24758469.

    I've done some more research though. It seems like Game Center has a bug for some people after the new iOS 9.2.1 update. If that is the case, then I guess it's an Apple problem and not a uCool problem, but I'd still be happy if you could see if you could fix my issue with the new information I've given you.

    I'm using an iPhone 5c and I have a decent WiFi connection here in Denmark. The game also doesn't work on regular 3/4G connection, so I'm guessing a VPN connection wouldn't make a difference.

  9. #9
    Administrator Contributor Level 12 Betty's Avatar
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    Quote Originally Posted by xChrisErnskov View Post
    Hi Betty,

    After I have erased my iPhone several times and recovered it again, I've finally been able to get into the game again.
    It started on a whole new account though, at level one, and this message came up:
    Click image for larger version. 

Name:	IMG_2888.jpg 
Views:	21 
Size:	19.2 KB 
ID:	9339
    Ofcourse I clicked "Okay", and after that, it took me back to the Heroes Charge loading screen, and I was once again stuck on "Connecting".

    I did manage to get a player/account ID: 24758469.

    I've done some more research though. It seems like Game Center has a bug for some people after the new iOS 9.2.1 update. If that is the case, then I guess it's an Apple problem and not a uCool problem, but I'd still be happy if you could see if you could fix my issue with the new information I've given you.

    I'm using an iPhone 5c and I have a decent WiFi connection here in Denmark. The game also doesn't work on regular 3/4G connection, so I'm guessing a VPN connection wouldn't make a difference.
    Dear Leader,

    What's your character name and server please? If you knew your server, please make a new character on this server with your current account and tell us the player id of the newly created character. Please provide us any additional info you have about your account, such as character level, player id, guild name or id and transaction id.

    Best Regards,
    Betty

  10. #10
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    Hi Betty,

    My character name is [KZN]Vinasaar and is level 99. I think I am Vip13. It's on server 70 Perrin, and I'm not part of any guild. I was in KZN (Kaizen Ph), but I left because I wanted to switch server to server 58. I have no idea what the player ID is for this character, as I can't access it.
    I
    I have now made a new character on server 70 Perrin, his name is just NickName but the player ID is 24770264.
    I don't know my transaction ID and I also don't know how to get it. I tried to buy a 1 weekly card for 0,99$ in hopes of receiving an e-mail that perhaps would have my transaction ID, but I didn't receive a mail.

  11. #11
    Administrator Contributor Level 12 Betty's Avatar
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    Dear Leader
    Our engineer has just helped re-direct your connection to our cloud servers. Please try again and see if it works. Thanks.

    Best Regards
    Betty

  12. #12
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    Hi Betty,

    I am sorry to inform you that I am still stuck on the "Connecting" screen when I try and access my level 99 [KZN]Vinasaar on ChrisErnskov Gamecenter account.

    I have even tried to access the account on an older iPhone 5 with iOS 8 and not 9 (the new one) and I was stuck on Connecting on the new phone aswell.

    Is there anything else I can do to get access to the game again?

  13. #13
    Administrator Contributor Level 12 Betty's Avatar
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    Dear Leader
    We will try re-direct your main account and hope that it works. Please let us know if it is still not working.

    Best Regards
    Betty

  14. #14
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    Hi Betty,

    Still unable to access my account, I'm starting to lose hope, lol.
    Do you know if there are other players who experience the same problem?

  15. #15
    Administrator Contributor Level 12 Betty's Avatar
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    Quote Originally Posted by xChrisErnskov View Post
    Hi Betty,

    Still unable to access my account, I'm starting to lose hope, lol.
    Do you know if there are other players who experience the same problem?
    Dear Leader
    Our developer review your case again. And he suspect that your game version is not the latest one which would cause login problem. Please update the game from App Store and try again. Thanks.

    Best Regards
    Betty

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