Please note, our customer support team are currently assisting with account restores as quickly as they can and are responding to these in the order they come in. We apologize for any delays in our response. To help speed up the process of your account restore, it would be helpful to provide the information below in your ticket if available.
- Please provide a Screenshot of your current account Username and UID Number (PNG or JPEG only). Please Note: This will be the account overwritten during the account restore process. - Please provide the account Username for the account you wish to be restored. This was the Username that you registered with at the beginning of the game. - Please provide unique details from your previous account. (Purchases, Rare Cards, Unlocked Planeswalkers, etc.). - Did you play the game as a Guest Account or had you used the Facebook Backup Save Feature before losing the account? - Could you please tell us the Make, Model, and OS Version of all devices that you are using to run this application?- Could you please tell us the if you had to update your device OS right before the update of the application since the minimum is now OS 9 to run the game.- Please confirm that you will lose the progress on the new account once we have restored your lost account.
spesler said: Thanks @LakeStone Can you estimate timing for the fix? I answered the above questions late yesterday, but need to let my coalition know if they will need to make other plans.
DaddyO said: Should I send a second ticket with all of that info? I sent one last night immediately after my account was reset. I only reported the situation with my nickname. Curiously, my account reset instead of giving me 30 crystals for finishing Trials white.
GrizzoMtGPQ said: @LakeStone I proactively provided the information you requested and still got a response from support asking for it. That was pretty disappointing because I thought since I provided it they would restore me. Also since we're all locked out are we going to get the elite pack gift given to us as seeing how we missed out on it?
@DaddyO said: Looks like form letters are being sent out on a first come first served basis. I did get one in about 24 hours. I responded to the form letter with the additional requested info. Now at 48 hours I checked the status of my ticket it says that I do not have an active ticket. I'm confused and disappointed. So I submitted another packet with all of the information. I'm bummed that I'm not going to take advantage of the half-price sale this week. I really do want to enjoy this game. Sometimes it's hard. I have had my account reset before i'm not sure why it's taking so long this time.
@Gilesclone said: My account is restored!