Hi!

Thank you for the patience.

The thing is that the way App Store sends notifications to us does not always match with the way we receive them. That is why your Pass payment from April 26 was not reflected in our database. Unfortunately, we cannot affect this issue, as the reason is on the side of the App Store.

Thus, I recommend that you try doing the following:

1. Go to the Settings of your device – General – Restrictions – check if the In-App purchases are ON.

2. Confirm your Apple ID in your device's Settings menu:

- Close the game.

- Log out from the AppStore (device Settings -> iTunes & AppStore).

- Launch the game and check if the Pass has been extended for the next month.

3. Reinstall the game and then check if the Pass has been extended (just make sure to save your progress before reinstalling).

In case these steps do not help, I suggest contacting App Store and asking them for the refund of your April Pass payment. As I have said, unfortunately, we cannot resolve the issue from our side.

I appreciate your understanding.

Regards,

Irina

Customer Support Team

So I'm just gonna have to wait for the 18th I guess... smh

I too have run into the same issue as the OP. 

If you are going to create a game and have an issue that constantly comes up that causes your players to re-log or contact support over and over again, and then ban them later for an error on your end, you are quickly going to lose your player base. 

One of your direct competitors "Summoners War" ran into a huge issue with a deleting of accounts wave that they just shrugged off and said there was nothing they could do. Do not fall into the same boat as their customer service, unless you are just a money grasping knock off. 

Luckily for me it's just a temporary ban but mods reply to other posts and not mine for some reason. I'm just never gonna spend money on this game ever again.

VattoLoco said:

In the exact same boat brotha. I might consider paying again if there's compensation for their mistakes here.

Hi! 

Could you send to us your screenshot from your ban screen in discrod for a future investigate?

Wow great support team guys.

"Hello!

Please accept our apologies for keeping you waiting. Here is a trouble-shoot for some common account related questions. Please check the points below:

1. Lost account.

If you have not connected your account to Plarium ID or Facebook, we can try helping you with restoring access to the account. For this, we need to know your ID or nickname.

If the account was connected, please log out of your current account and log in using your Plarium ID or FB.

2. Create Plarium ID.

Make sure that you are using the "create ID" option, not the "connect" one.

Also, note that Plarium ID can be connected only to one account.

3. Unbind/change Facebook.

There is no such option in the game. It might be added in future updates.

4. Start anew.

It isn't possible to delete the account. If you want to start a new game, you can connect your current account to Plarium ID (you can use a fake email for that purpose).

After that, you can log out from your account and create a new one using the Touch to start button on the main screen.

5. Change the nickname.

You can change the nickname for free once. Afterwards, you can use the item "change name", which can be found in the shop. It costs 20 gems.

The nicknames are unique. If the preferred nickname is taken, please choose another one.

In case your question is not account related, please create a new ticket in the corresponding category.

If your question was not covered by the points above, please let us know.

Sorry for the inconvenience.

Andrew

Customer Support Team "

Sezzy said:

VattoLoco said:

In the exact same boat brotha. I might consider paying again if there's compensation for their mistakes here.

Hi! 

Could you send to us your screenshot from your ban screen in discrod for a future investigate?

Thank you

Who in discord should I send the screenshot?

Right now "Sezzy" is on discord but any mod will do. 

Hi Everyone

If you got ban due this invalid battle reason please contact with us in discord.

Thanks

techspec6 said:

I don't use discord.  What is the alternate method of getting my wife's account restored?  Her nickname is Kalenyo.  She's spent money on this game, only to get screwed by the arena bug.

Hi!

Post here your screenshot from error after that pm me here.

Thank you