Several players currently no longer have access to their game account and are seeking to contact support.
So they used the form available on the following link as shown on the FaQ
They all got the same kind of response :
Thank you for taking the time to contact us. I can see that you have sent your support request through our web form or via email. Unfortunately, we cannot proceed with the request through these channels due to missing your game account details.
If you can access the game (even if on a newly created account), We kindly ask if you could please use the in-game Support button to submit a new request -
You can find more information on how to contact our support here under ‘Contact’: https://smallgiantgames.helpshift.com/
If you cannot access the game or your account has been suspended, please let us know the following details for your account:
Account identifier - This is the string starting with a # sign in the bottom right corner of the screen during startup (Type ‘cannot access the game’ If you cannot access this screen)
The platform of your device (Android / iOS or both)
Exact player name of the account you’d like to recover (Case Sensitive)
The player experience level of the account
The name of the Alliance you belong to, as well as your rank there
Due to the high volume of support requests, we ask all players to kindly provide all requested details to speed up the process. Any support requests with missing details will be automatically closed. "
They have all scrupulously filled out the form and re-indicated the information requested in their message.
However, none of them had a concrete answer regarding their problem …
What is your solution to help your players as quickly as possible?