My "gaming" Facebook account got disabled; how can I play?

Wax

Man I wish you guys would have used a simple Google authentication for accounts, or just spent some of that money you're making on your own authentication server for all D3 games. This whole Facebook API login thing is a cheap and sloppy way to handle accounts. And because of the way the client works, simply copy-and-pasting the database files from one profile into another won't work, because your client overrides it or something.

Here's the deal; I had a secondary Facebook account that I used for spam and gaming stuff like this. My MPQ profile was tied to it, obviously. Facebook must be cracking down on alt accounts, because the other day it was disabled and I can't get it back without furnishing a photo ID (which won't work, because it wasn't in my real name). I wouldn't have even known that Facebook did this, if it weren't for me launching MPQ the other day and getting a prompt to log in via Facebook. The game client usually authenticates with the Facebook servers automatically, but apparently if the account is disabled it won't work anymore and the client will keep asking you to log in with your Facebook credentials.

Since I can't do that anymore, does that mean my account is just gone? I really hope not, considering I've spent thousands of the gold currency, unlocked Kiora and raised her to 60, was beginning to have a nice collection with lots of mythics, and I was also the leader of the "Reddit2" coalition. (And this happened RIGHT after the update that allows guild chat and stuff, so I haven't even been able to log in to communicate with the coalition or anything.)

Right now I have a support ticket out, but it took 3 days for your guy to get back to me, and when he did, he asked for information that I already provided him in my initial, HIGHLY-DETAILED email. If your CSR reps pay that little attention to the cases they are working, I don't have a lot of faith that this guy is going to understand what my problem is, let alone fix it. I already sent an email back, providing as much info as I could, along with a database file from my profile that I had backed up a few months ago (UserProfileInfo.bytes).

The thing is, the last time you guys restored my profile when I switched phones, something screwy happened that made it so that my name in leaderboards was different from my actual profile name (this probably had something to do with the fact that in order to restore my profile, you had to "overwrite" a newer profile you had me create by beating the tutorial.)

This is getting so confusing that I can barely keep track of all the moving parts, so I have no idea how I'm gonna get any help with this. Another problem is that my TRUE Facebook account is "tied" or "synced" with an old starter profile, which was the product of me not understanding the whole Facebook account thing. I won't even get into that, because it'll just be more confusing.

So even if I can get my profile back, I have no idea how I'm gonna "link" it Facebook because my real Facebook account is already linked to some random starter profile.

What I really need here is a CSR or somebody from the actual coding/database team who knows what the problem is and knows how to fix it. I think I have the correct profile ID number for my account, and the user name is "WaxPaper" (although who knows if it's gonna match, since that bug with the restoration last time made it so a different name was showing up in the leaderboards; I don't know which name is gonna show up on your end as the correct one.)

Regardless, I DO have enough info to allow one of you guys to identify my account, and you should also be able to do it by looking at the CSR ticket history: the last CSR ticket I had a few months ago dealt with restoring my account, so all the applicable ID info should be in that ticket....

And THEN I need you to help me figure out how I can link this profile to my REAL Facebook account. I'm assuming this will involve you wiping the association to the blank profile it's already attached to, and then linking my MPQ profile to the Facebook (or once it's free, maybe I can do that part myself).

This should really be a prime example for you guys about how bad this method of authentication is. Please give me a little help, here. Thanks.

Wax

If I don't bump this, it's gonna get lost in the thread and I'm not gonna get any help. The CSR rep still hasn't emailed me back since his initial reply, which was more than 24 hours ago. And it took about 3 days to get that first email. At this pace I won't be playing for weeks, if at all.

Can someone on the team please give me a hand with this problem? I have a coalition full of people who probably think I left them hanging. Not to mention I'd really like to be able to get back in and play the game. Thanks.

Cragger

CS does not work weekends. Bumping your thread will accomplish very little.

Wax

This is the email reply (the 2nd reply) I got on Oct. 1, and I haven't heard back since:



D3 Go! Customer Support (TM) (D3 Go!)

Oct 1, 15:43 PDT

Greetings D3 Go! Customer,

Thank you for contacting D3 Go! Customer Support.

Your account restore request is currently being processed, but we are unable to calculate an estimated time for its completion. We assure you that our technicians are working as quickly as they can in order to restore your account as soon as possible, and we ask for your patience until the issue can be resolved. We assure you that there will be compensation for this delay.

If you require further assistance, please do not hesitate to contact us again and it will be a pleasure to help you.

Best Regards,
D3 Go! Customer Support Team (TJM)

I don't really know what the purpose of this email is, except to discourage more emails from me. So far I've been pretty patient, though. I submitted this ticket a few days before I even started this thread. I'm still getting "canned" responses from D3 and I haven't received any indication that my problem was actually understood, let alone being worked on...

If a community manager reads this thread, please pass on this info to somebody who can help. I have a feeling that after all this waiting, the next email I receive is going to be another request for information that I've already provided, or go in a different direction that doesn't relate to my problem because it's become so convoluted.

Thanks...

Wax

This is getting kind of ridiculous... It's been 2 weeks now since I haven't been able to access my game account. I haven't heard anything from D3 customer support in a week. I don't understand why this could take so long, or why no one has communicated with me (besides what looked like a "canned" email a week ago, which I posted above). My coalition has probably disbanded by now, or replaced me as the leader if you guys added that function (I wouldn't know; I haven't been able to play since that update that introduced Coalition chat). Plus I've missed out on 2 weeks' worth of login rewards, event rewards, etc...

parasith77

Same problem here since a few minutes. I use a "fake" facebook account because i don't use FB and i never will. But i needed to create a FB account in order to play on my mobile phone and on my tablet.

When i started the app a few minutes ago i had the same problems like wax.

Plastic

parasith77 wrote:

Same problem here since a few minutes. I use a "fake" facebook account because i don't use FB and i never will. But i needed to create a FB account in order to play on my mobile phone and on my tablet.

When i started the app a few minutes ago i had the same problems like wax.

This likely isn't the case for you, parasith. If you'll look around the forums, there's a Facebook issue affecting everyone right now.

Seanysmith86

This was wat I was looking at finding out too as I was playing this morn now can't n glad it's not just me.lol

Wax

parasith77 wrote:

Same problem here since a few minutes. I use a "fake" facebook account because i don't use FB and i never will. But i needed to create a FB account in order to play on my mobile phone and on my tablet.

When i started the app a few minutes ago i had the same problems like wax.

I didn't know about a problem affecting logins (because I haven't been able to play for over 2 weeks, now), but the way you can check it is by trying to log into your secondary Facebook with a web browser. If you can login fine, then it's probably whatever problem the other guy is talking about. If your Facebook account has been disabled though, then it would be a different story.

Wax

Has anyone who submitted a profile restoration request after Oct. 1 already had their account successfully restored?

Because the customer service people still haven't fixed this issue for me, and now I'm getting the feeling they are being intentionally dismissive. This problem started around Sept. 23, so it's been more than a month since I've been able to play. Now, you might think I've been hounding them with emails or something, but in fact I've limited my emails to 1 per week at most, just to check in.

Here's the last email they sent me, after I emailed to ask what's going on and why the issue could possibly take this long to resolve. Would anyone else start to get a little pissed if they received this email, after more than a month of waiting? Or am I just pissed because I still can't play?

Oct 23, 14:27 PDT

Greetings D3 Go! Customer,

Thank you for contacting D3 Go! Customer Support.

At this time, the issue is still being addressed by the developers. When we receive an update on the situation we will be sure to inform you. For now, we will have to place your ticket back on hold.

If you require further assistance or another issue arises, please do not hesitate to contact us again and it will be a pleasure to help you.

Best Regards,
D3 Go! Customer Support Team (TJM)

hueyTW

I submit my ticket to transfer account to my new device at Sep 21.

They start processing the ticket at Sep 24 (close my original account at old device)

Today, Oct 26, I finally get my account back.

Looks like the restore tool has been developed. I think your account may come back in few days.