Missing items! Hacked?

[Ljiljana]

A dear friend and Alliance member is missing a huge amount of iron!
1 350 000
He went offline, came back iron was gone! Glitch or hacked? Is it possible to hack accounts? Please help. Will support give him the iron back? What to do? @zephyr1 @DaveCozy @Rook @EmpiresPuzzles

[zephyr1]

Is it possible to hack accounts?

Not typically, no.

What to do? @zephyr1 @DaveCozy @Rook

Ask him to contact Support, so they can check their logs to figure out what happened.

How to Contact Support (v1.9.7 onwards)

Starting from our v1.9.7 update, we ask all players to use the in-game Support button when submitting a new support request. You can find the Support button by tapping Menu, then Options and selecting Support tab. You will be directed to our Support page, where you can find the link to create a new request (tap the icon with three vertical lines in mobile view). When sending us a new ticket this way, the system will automatically include details of your account and device, which help us to serve…

[Ljiljana]

@zephyr1 can you please write a little text for me? You know better what to say.

[zephyr1]

He’ll need to submit the ticket himself, but he could say something like:

I had 1 350 000 Iron before closing the game at [date and time], and when I returned to the game at [date and time] my Iron was gone. Can you please check your logs to figure out what happened to my Iron?

[Ljiljana]

@zephyr1 In the game right? And thank you!

[zephyr1]

Yes, he should initiate the ticket from within the game. That’ll take him to the Support website where he can create a ticket.

[Sidhekin]

he should initiate the ticket from within the game. That’ll take him to the Support website

… with a humongous query string that packs “details of your account and device, which help us to serve you better and solve your request faster.”

(In case anyone was wondering why they can’t just hand out the support link directly, but instead ask them to initiate ticket from within the game.)