1 of my alliance members used to have a 5 star hero who she had been levelling up frantically. She managed to get him to level 58 on the 3rd ascention. I know that she had this hero in her favourites.
She had just fed 10 heroes to him and the game turned itself off while it updated. When she went to the map to play a province level, her team selection came up and her 5 star hero had vanished. Obviously she pressed back and went directly to her hero list only to find that this particular hero had gone, vanished.
She turned her game off and back on again to see if that would reset anything but when she checked again the hero was still missing.
Can you please tell me who she should complain to and what she needs to do to get a reasonable and fair solution to this problem.
What information will she need to provide to prove that the game is actually hers and nobody else’s.