I was buying a gem bundle in the shop, after paying it on PlayStore my game crashed.
After this, every time I opened the game it instantly crashed.
My first thought was to restart my cellphone, and I did it a couple of times (even tried to remove the battery) but there was nothing that could make my game login again. That was the time I started reading suggestions on forum, and one of the admins said to reinstall the game.
By my surprise, it worked. The game entered but then a strange message showed up, like it was the first time I was login. At first I thought it was just because I have re-downloaded the game but then I've noticed I was back at level 1, and worst: the gems I bought somehow bugged and they were credited the moment I entered in this new account, level 1.
I've contacted customer service support but I have a few concerns, which is why I'm creating this topic:
First, the support takes 24-72 hours, which isn't bad but essentially I bought the gems to participe in the all legendary heroic summon event and I'll lose it completely, not to mention the other events and the daily tasks that I will miss. I hope you guys take this into account.
Second, I have read a bunch of comments in the playstore and this error seem to happen quite a lot. It would be wise to only allow logins into the game if you have created a big fish account since most of the people quit the game when have this issue instead of having the patience to starting all over again. Another option is to use playstore's account to save data when no account is linked.
As a game developer myself, I would highly recommend you to fix it ASAP because it's easier to go look for another game than expecting a response for 3 days.
I didn't had any contact to anyone from the crew yet, but the game seem to be pretty stable and I have a very good image of it, that's why I have invested my time and money from the very first days of playing. I hope this image that I have from the game sticks;
In order to do so, I'll write down my expectations to next steps of this problem.
What I'm expecting now is:
- Get my account back as soon as possible
- Find a way to "create a big fish account"/"link my recently created account" for it since it's the only way to retrieve my data if I ever change my cellphone
- Change my purchase to the right account, since it was obviously a flaw of the game.
- Optional: Compensation for the lost days of playing. It's important to take care of your public, every successful company knows that. If the steps mentioned above are applied fast and without too much bureaucracy I would say that this can be ignored. Otherwise, it would be very good to compensate for the trouble of a failed game designed.
Thanks for the attention,