So yesterday this clown who was 12 levels above me raids me. Ok no problem I return the favor with a successful raid on his base. Overnight he raids me again and occupies my base. Well he's just begging for it now so I free up my base and go find his base to attack him and guess what .... he can't be attacked because the guy who has just spent the last 24 hours pulling my chain is now protected by Soldiers Inc. Clearly this guy FUC, hasn't been away for a significant period of time since YESTERDAY. So either he has hacked into the game or there is some other kind of shenanigans a foot.

This happened to me when I started also. I had a few exchanges with someone on day 1. then when I hit level 31, they were protected because they had been away a long time and recently returned to the game. Only thing was: they were new to the game, having just started within 24 hours. (As had I.) 

I had occupied their base as their bubble was down from attacking others, but then the game mechanics protected them after I was cleared off their base.

Note that this was a different message than the "You can't hit players under level 31 that started within 3 days." message I got for a lot of others in the area.

Also, the "once you start fighting with someone, the protection is forever gone" didn't seem to apply as it did with many of the others I swapped paint with in my area.

EDIT: They did not have a green bubble either when I attacked them, nor when I was unable to due to error message.

This happened to me when I started also. I had a few exchanges with someone on day 1. then when I hit level 31, they were protected because they had been away a long time and recently returned to the game. Only thing was: they were new to the game, having just started within 24 hours. (As had I.) 

I had occupied their base as their bubble was down from attacking others, but then the game mechanics protected them after I was cleared off their base.

Note that this was a different message than the "You can't hit players under level 31 that started within 3 days." message I got for a lot of others in the area.

Also, the "once you start fighting with someone, the protection is forever gone" didn't seem to apply as it did with many of the others I swapped paint with in my area.

EDIT: They did not have a green bubble either when I attacked them, nor when I was unable to due to error message.

So I have troops at the base of one of my combine members, and he gets attacked.

I get a report, and go to where the attacker's base is ... and it is protected by the syndicate because he recently returned to the game after a long absence.

Having recently posted in this topic, and recalling the wise words of Sergey in response: I go to contact support by clicking on "Support" link at the bottom of the page.

This takes me to another screen where I can select a game, and down at the bottom is an area that says "Contact us" under which there is a link for "Support".

Thinking this will get me closer to where I want to be, I click on THIS Support also, but it takes me back to the same page, with support at the bottom.

In fact: it is exceedingly difficult to contact support. I know because I've tried to many times before, like when the game told me there was an error, and I should contact support in step 2 so that they can have the info created in step 1. After an hour of going in circles, I gave up then.

So here is a suggestion for the devs: make it so that the Support button under "contact us" actually is a way to contact, rather than a link to another page (or the same page) without a means of contacting support.

This would make it easier for your users to report problems and rule violations.

Thank you

Badlag247 said:

So I have troops at the base of one of my combine members, and he gets attacked.

I get a report, and go to where the attacker's base is ... and it is protected by the syndicate because he recently returned to the game after a long absence.

Having recently posted in this topic, and recalling the wise words of Sergey in response: I go to contact support by clicking on "Support" link at the bottom of the page.

This takes me to another screen where I can select a game, and down at the bottom is an area that says "Contact us" under which there is a link for "Support".

Thinking this will get me closer to where I want to be, I click on THIS Support also, but it takes me back to the same page, with support at the bottom.

In fact: it is exceedingly difficult to contact support. I know because I've tried to many times before, like when the game told me there was an error, and I should contact support in step 2 so that they can have the info created in step 1. After an hour of going in circles, I gave up then.

So here is a suggestion for the devs: make it so that the Support button under "contact us" actually is a way to contact, rather than a link to another page (or the same page) without a means of contacting support.

This would make it easier for your users to report problems and rule violations.

Thank you

Edit: Choosing one of the games instead of going to the contact us link at the bottom takes me to a page with reference materials, but no links to contact support.

What Plarium seems to want is for everyone looking for support to look at a FAQ on the support site first. When you do you'll find this near the bottom:

http://prntscr.com/gh6pyk

Of course they don't make this step obvious anymore (they've made the support site less user friendly, seemingly on purpose), so here's the direct link for submitting a ticket: https://plariumsupport.zendesk.com/hc/en-us/requests/new

Badlag247 said:

So I have troops at the base of one of my combine members, and he gets attacked.

I get a report, and go to where the attacker's base is ... and it is protected by the syndicate because he recently returned to the game after a long absence.

Having recently posted in this topic, and recalling the wise words of Sergey in response: I go to contact support by clicking on "Support" link at the bottom of the page.

This takes me to another screen where I can select a game, and down at the bottom is an area that says "Contact us" under which there is a link for "Support".

Thinking this will get me closer to where I want to be, I click on THIS Support also, but it takes me back to the same page, with support at the bottom.

In fact: it is exceedingly difficult to contact support. I know because I've tried to many times before, like when the game told me there was an error, and I should contact support in step 2 so that they can have the info created in step 1. After an hour of going in circles, I gave up then.

So here is a suggestion for the devs: make it so that the Support button under "contact us" actually is a way to contact, rather than a link to another page (or the same page) without a means of contacting support.

This would make it easier for your users to report problems and rule violations.

Thank you

Edit: Choosing one of the games instead of going to the contact us link at the bottom takes me to a page with reference materials, but no links to contact support.

What Plarium seems to want is for everyone looking for support to look at a FAQ on the support site first. When you do you'll find this near the bottom:

http://prntscr.com/gh6pyk

Of course they don't make this step obvious anymore (they've made the support site less user friendly, seemingly on purpose), so here's the direct link for submitting a ticket: https://plariumsupport.zendesk.com/hc/en-us/requests/new

Inaginni said:

Badlag247 said:

-snip-

What Plarium seems to want is for everyone looking for support to look at a FAQ on the support site first. When you do you'll find this near the bottom:

http://prntscr.com/gh6pyk

Of course they don't make this step obvious anymore (they've made the support site less user friendly, seemingly on purpose), so here's the direct link for submitting a ticket: https://plariumsupport.zendesk.com/hc/en-us/requests/new

Thanks ;)

Sergey Kryvorotchenko said:

Inaginni said:

Badlag247 said:

-snip-

What Plarium seems to want is for everyone looking for support to look at a FAQ on the support site first. When you do you'll find this near the bottom:

http://prntscr.com/gh6pyk

Of course they don't make this step obvious anymore (they've made the support site less user friendly, seemingly on purpose), so here's the direct link for submitting a ticket: https://plariumsupport.zendesk.com/hc/en-us/requests/new

Thanks ;)

Could you pass my comment up the chain about them making it harder? I understand why it was, probably, done on purpose (some people just do not understand the mechanics and many other companies have used similar systems), but it should be a bit more obvious that there is an option to submit a ticket.

Sergey Kryvorotchenko said:

Inaginni said:

Sergey Kryvorotchenko said:

Inaginni said:

Badlag247 said:

-snip-

What Plarium seems to want is for everyone looking for support to look at a FAQ on the support site first. When you do you'll find this near the bottom:

http://prntscr.com/gh6pyk

Of course they don't make this step obvious anymore (they've made the support site less user friendly, seemingly on purpose), so here's the direct link for submitting a ticket: https://plariumsupport.zendesk.com/hc/en-us/requests/new

Thanks ;)

Could you pass my comment up the chain about them making it harder? I understand why it was, probably, done on purpose (some people just do not understand the mechanics and many other companies have used similar systems), but it should be a bit more obvious that there is an option to submit a ticket.

I don't see any issues here. If someone can't find a link to submit a ticket, he/she always may ask for help on the forum 

I would say forum participation is generally very small (a few %, but this is typical of a lot of games), so I don't think this is a good way to reach out to everyone that needs help.

I believe there must be a problem because we continue to get questions about how to submit a ticket, even after they visit the support site (i.e. Badlag's post above). From what I've seen from posts on this forum and the Stormfall one, the issue lies in them not realizing that they MUST click on a FAQ first. This is where, I think, more guidance could be given on the support website.

Inaginni said:

Sergey Kryvorotchenko said:

Inaginni said:

Sergey Kryvorotchenko said:

Inaginni said:

Badlag247 said:

-snip-

What Plarium seems to want is for everyone looking for support to look at a FAQ on the support site first. When you do you'll find this near the bottom:

http://prntscr.com/gh6pyk

Of course they don't make this step obvious anymore (they've made the support site less user friendly, seemingly on purpose), so here's the direct link for submitting a ticket: https://plariumsupport.zendesk.com/hc/en-us/requests/new

Thanks ;)

Could you pass my comment up the chain about them making it harder? I understand why it was, probably, done on purpose (some people just do not understand the mechanics and many other companies have used similar systems), but it should be a bit more obvious that there is an option to submit a ticket.

I don't see any issues here. If someone can't find a link to submit a ticket, he/she always may ask for help on the forum 

I would say forum participation is generally very small (a few %, but this is typical of a lot of games), so I don't think this is a good way to reach out to everyone that needs help.

I believe there must be a problem because we continue to get questions about how to submit a ticket, even after they visit the support site (i.e. Badlag's post above). From what I've seen from posts on this forum and the Stormfall one, the issue lies in them not realizing that they MUST click on a FAQ first. This is where, I think, more guidance could be given on the support website.

Agree. But the majority of issues could be resolved via FAQ. So I'm afraid our Support specialists will get much unnecessary work if we give you the direct link. And some players who have critical problems will have to wait longer.

Sergey Kryvorotchenko said:

Inaginni said:

Sergey Kryvorotchenko said:

I don't see any issues here. If someone can't find a link to submit a ticket, he/she always may ask for help on the forum 

I would say forum participation is generally very small (a few %, but this is typical of a lot of games), so I don't think this is a good way to reach out to everyone that needs help.

I believe there must be a problem because we continue to get questions about how to submit a ticket, even after they visit the support site (i.e. Badlag's post above). From what I've seen from posts on this forum and the Stormfall one, the issue lies in them not realizing that they MUST click on a FAQ first. This is where, I think, more guidance could be given on the support website.

Agree. But the majority of issues could be resolved via FAQ. So I'm afraid our Support specialists will get much unnecessary work if we give you the direct link. And some players who have critical problems will have to wait longer.

Thanks for being straight about the issue from Plarium's side.

I also agree with too many not looking if they have a direct link, but perhaps there could be a middle ground. Many players do actually click on the FAQ they think is closest, but when they find it's not for them they cannot figure out how to submit a ticket. Perhaps making the "submit a ticket" part (see: http://prntscr.com/gh6pyk) a slightly larger font and bold would help those players.

Sergey Kryvorotchenko said:

Inaginni said:

Sergey Kryvorotchenko said:

I don't see any issues here. If someone can't find a link to submit a ticket, he/she always may ask for help on the forum 

I would say forum participation is generally very small (a few %, but this is typical of a lot of games), so I don't think this is a good way to reach out to everyone that needs help.

I believe there must be a problem because we continue to get questions about how to submit a ticket, even after they visit the support site (i.e. Badlag's post above). From what I've seen from posts on this forum and the Stormfall one, the issue lies in them not realizing that they MUST click on a FAQ first. This is where, I think, more guidance could be given on the support website.

Agree. But the majority of issues could be resolved via FAQ. So I'm afraid our Support specialists will get much unnecessary work if we give you the direct link. And some players who have critical problems will have to wait longer.

Thanks for being straight about the issue from Plarium's side.

I also agree with too many not looking if they have a direct link, but perhaps there could be a middle ground. Many players do actually click on the FAQ they think is closest, but when they find it's not for them they cannot figure out how to submit a ticket. Perhaps making the "submit a ticket" part (see: http://prntscr.com/gh6pyk) a slightly larger font and bold would help those players.

Be extremely careful here. I was hacked and it destroyed my windows 10 had to get it back into my computer, cost me $150.00 , I also had to change all of my  banking passwords because that was the type of virus it was. I informed plarium about this they in turn blamed me for stupidly trusting my old ceo , and clicking onto a site that I thought was going to help me with this game. Now when I do not play for a few days someone is able to take my prized toy's out of the bunker and destroy them. the last cost me in diamonds over 15,000. You know the expense of this game .