iOS Lost Accounts After 2.2 - Update (8/3/17) [Fixed in 2.2.1]

Brigby

Hi Everyone,

Following the 2.2 patch update, there were a number of players on iOS that had their accounts seemingly reverted back to the beginning of the game, losing all of their progress. This was a rather unfortunate circumstance that ended up occurring, and we want to apologize for the inconvenience.

The good news is that the developers have been working on a fix that will automatically restore any lost accounts.  This fix is scheduled to take place early next week.  From communication with our customer support team, we have been able to restore almost all account requests we have received. We understand that there is a small population of players that are still unable to get into the game, and this update next week will fix the issue.

Once this fix is in place, we will be sending out gifts to all players affected by this issue, based on severity, as a thank you for your patience and understanding.  In the meantime, please check out our FAQ HERE for tips on how to restore your account and/or reach out to support for further assistance.

Thank you,
- D3 Go!

Update: The 2.2.1 patch containing the fix for iOS account saves is now live! Please be sure to update to this patch, in order to restore your lost account, should you still be encountering this issue. 

wickedwitch74

Thank you for the update @Brigby

This fix you mentioned, does that mean this will continue to be a problem going forward but there will be some tool we can use to restore our account without opening a Support Ticket?

Will this require the use of Facebook? Some of us do not use Facebook.

Brigby

wickedwitch74 said:

Thank you for the update Brigby

This fix you mentioned, does that mean this will continue to be a problem going forward but there will be some tool we can use to restore our account without opening a Support Ticket?

Will this require the use of Facebook? Some of us do not use Facebook.

I unfortunately don't know the specific details regarding the fix, however I'd speculate the fix is a process that's only available on the developer's side that will automatically restore lost accounts pertaining to this specific issue. I do not think it would be a tool that players could utilize.

mouser

Thanks, please keep us updated when the fix is released.

ElfNeedsFood

This is good news. I have two unhappy kids who lost their progress because they aren't old enough to have Facebook accounts. 

Ohboy

ElfNeedsFood said:

This is good news. I have two unhappy kids who lost their progress because they aren't old enough to have Facebook accounts. 

Set up dummy accounts for them. It's not hard, and it saves a lot of trouble even if you move on to other games in future. 

Brigby

Hi Everyone,

The 2.2.1 patch containing the fix for iOS account saves is now live! Please be sure to update to this patch, in order to restore your lost account, should you still be encountering this issue. 

deletedgone

Umm @Brigby.  I think the problem has gotten worse.  Multiple lost iOS accounts reported since the update.

Brigby

@spesler
When those players encountered the Continue or Cancel menu prompt, which option did they select?

deletedgone

It happened to me.  In this case, the game loaded normally with no error message into training mode.  There is a fresh UID on both devices.

Drawxne

Brigby said:

@spesler
When those players encountered the Continue or Cancel menu prompt, which option did they select?

@Brigby

I never even got a Cancel or Continue menu prompt. I updated the game, played a few event matches with no problems (got my 40 point in Platinum-Tier Trial of the Planes: White), closed the game to take a break. I booted the game up at about 3:30 Mountain Time and I was taken straight to Tutorial with no warning whatsoever.

blacklotus

I just lost my account after updating to v2.2.1. no facebook backup. I already cut a ticket with my UID provided. here's hoping for the best. otherwise, it is quitting time for me.

blacklotus

There was no prompt or anything. The v2.2.1 game just loads up with Nissa's tutorial. 

wickedwitch74

This is the single most frustrating thing about this game. I positively dread updates because I've gotten wiped four times in six months. 

Dave808

Umm this update just broke the game for me. Loads like I'm brand new. This didn't fix anything, it broke something that was fine. All my progress is gone. 

Brigby

Hi Everyone. If you had previously used a Facebook account as your save, then please progress through the Tutorial until you are able to access the Settings menu. There should be an option for you to link a Facebook account. Once you link it, your progress should return.

For those who did not have a Facebook account as your save, then I sincerely apologize, but you'll need to submit a support ticket in order to get your account manually restored. I apologize for the inconvenience. 

I will pass all of this along to the developers, so they're aware of what's going on, and what could be done to alleviate this issue.

Sarahschmara

@Brigby I am also finding myself locked out of my account

Dave808

Thanks Brigby. Unfortunately I don't use Facebook so I've submitted a ticket. It will likely take several days to fix and that really sucks. It's amazingly bad to release an update that was supposed to fix this issue and it just makes it worse for even more people. Very disappointing. 

Brigby

@spesler @Drawxne @blacklotus @wickedwitch74 @Dave808 @Sarahschmara

Are all of you by any chance on iOS?

deletedgone

Yep.  iOS.

Sarahschmara

Yes. IOS @Brigby