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SM Support(Alex)

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Everything posted by SM Support(Alex)

  1. Lost my account

    If you can provide the following information of the original account, via the in-game support, we will ensure your original account is restored. Club Name: Profile ID: #D Manager Level: Trophy Count/Arena level: League name(if applicable.) :
  2. Lost or Replaced Accounts - Please read

    We are aware that a number of users have experienced an account being replaced with new data. We believe we have now identified the cause of this issue. We have also created a tool to recover the original account. In order to have us do this please submit an in-game report using the Help option: (Settings > Help/FAQ > Click the chat icon in the top right of the screen) Please include the following information about your original account: Club Name: Manager Level: Trophy Count/Arena level: League name(if applicable.): Please set the title of your account as "Lost Account" We are very sorry about the inconvenience you have experienced and thank you for your patience.
  3. Free cash - Not working?

    We are aware of this issue for iOS users. Currently the adverts are provided by only one ad network. We have been monitoring the stats and know that the match rate (number of requests that successfully show ads) is lower than we expect. We have been looking into adding mediation between a number of providers, which we expect to be included with the next major update.
  4. Lag

    We have experienced some server issues over the weekend. Reports have identified trouble joining leagues and the communication within the leagues. Some improvements to the servers have been made, so it is possible these users unable to rejoin may have experienced this issue? If users can confirm that they remain unable to join the league while there is space please request they inform us in the game and we will work to find and resolve any issues.
  5. Lag

    Looking at your latest post you have reported the issue with your league through the in game support? Can you confirm if these users had joined the League and been promoted by existing, trusted members of the League?
  6. Cant comment or request xp in league chat page

    We are very sorry you have experienced performance issues over the weekend. We appear to have experienced some server issues over the weekend that affected the League Communication. We have made a number of alterations to improve the performance. We are continuing to monitor the server to identify any causes we may not of resolved. Please let us know if you continue to experience the issue.
  7. League pack not working?

    We are very sorry that this had affected your League. We have resolved the issue going forward.
  8. Cant comment or request xp in league chat page

    We are sorry to hear this. We believe any issues with League communication should now be resolved. Please confirm you are no longer experiencing the issues.
  9. Lag

    There has been a spike in users today. We have increased the server capacity to handle the additional requests. You should see the game return to the standard you regularly experience.
  10. Do you still require support to retrieve your original account?
  11. HAVE YOUR SAY! - NEW ARENA

    The suggestions are in, the people have had their say. Now its time to decide! Tell us which is your favourite suggestion, which Arena do you want to be playing in? The 2 suggestions with the highest votes will be mocked up and put to the final vote (see https://goo.gl/z1Z1jq for more details on each option)
  12. If you report this information through the in-game support our staff will be able to restore the original account.
  13. HAVE YOUR SAY! - NEW ARENA

    We sincerely apologise for the delay in having these designs available. The member of staff responsible for these has been unexpectedly unavailable. We hope to have more information in the near future. Once again, sorry.
  14. Lost my account!

    Hi, I believe this issue should now be resolved with your original account restored.
  15. Game has froze

    Sorry to hear this. Can you confirm: That you have played the game before? if so can you PM me your Club Name That the device time is set correctly? Can you PM me the location(country) you are attempting to access the game from?
  16. HAVE YOUR SAY! - NEW ARENA

    We're going to design each Arena so we'll have images attached, Not set in stone but likely to aim for the end of the month (of August)
  17. HAVE YOUR SAY! - NEW ARENA

    THE VOTES ARE IN! We have a three way tie for the number one spot England - Manchester, Mexico - Azteca and The Grid - Tron all with 4 votes. We will be back in the near future, hopefully with some mock-ups of what we see these Arenas appearing as. Feel free to provide your feedback or even your own mock ups of the winning Arenas.
  18. The Don

    There appears to be an issue with the Data Pack you are using. If you open the Settings menu (cog icon in the top right of the main screen). You will find an Option named "DATA PACK". Please tell us the Data Pack currently in use. And while you are there we would recommend loading a different Data pack. There are ratings to help guide your choice.
  19. Abusive players

    For abusive players we recommend taking a screen shot of the abusive item and the Profile page of the Club posting it. Email those to the SM Arena email with a title clearly identifying the contents as abusive users.
  20. League Pack

    Its recommended that this would be reported via the in-game support so our team can access the account information directly. However there is a cut off point the evening before a league pack opens for contributions that you must have joined the League.
  21. Lost or Replaced Accounts - Please read

    It is usually restored within a few days I believe.
  22. Sort The Matchmaking

    Without knowing what your Trophy count is we cannot confirm that the matchmaking is correct. A percentage of your current Trophy Count will be added or deducted to determine the maximum and minimum Trophy Count of a potential opponent. As your trophies increase so does the sum of the percentage, so at higher trophy counts + / - 600 isn't unusual.
  23. Purchases

    Please report this through the in-game support, including your Transaction ID for the purchase in the report.
  24. My game stops loading

    Can you tell us two things: 1) The country you are accessing the game from & 2) Is your devices CLOCK set to the correct time?
  25. Lost account :(

    Please report this through the in-game support on your new account so we are able to easily trace both accounts and restore the original.
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