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SM Support(Alex)

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Everything posted by SM Support(Alex)

  1. Trophy reset fail - another bug

    If you can screen shot the profiles of the players and send me them I will pass the account details onto the development team.
  2. Android Update (1.1.2s)

    A new android update was put live on Friday, This resolves the cross platform Friendlies issue. All members of the same League should be able to access Friendlies posted regardless of platform now. Additionally our developers have been working to optimise the servers. The work has been finalised and been pushed live coinciding with the Android update. Users of all platforms should now see an improvement on amount of lag experienced within the game. Please let us know if you don't see any improvement.
  3. HAVE YOUR SAY! - NEW ARENA

    Currently we don't have any more Arenas up our sleeves. And we will be looking to expand the number of Arenas over time be it for new Arenas, special tournaments or other options we are looking at.
  4. 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)
  5. The Big Cheat

    I have been on to a member of the development team and this will be resolved. There are two potential solutions, one of which will be implemented on the next update. The cross over between the two will be removed, or the League members will not be able to play against each other. One third potential solution is a combination of them both. There will be no more cross over between Ladder and Challenge matches, and Members from the same league will not longer be matched in any competitive game. I will lock this thread now and post once I have received confirmation on the method of resolution.
  6. @TeamCC We have sent you a Direct Message to discuss the issue you have reported.
  7. HAVE YOUR SAY! - NEW ARENA

    The latest Arena (Rome) was already designed and planned to be added as the "new stadium" when the game had matured a little. At the point of the post creation for the suggestions the ambition was to generate additional stadia which could be added to the game in the future. We were always mindful that we do not want to release many Arenas in quick succession, therefore we planned to maintain engagement with the process while drawing users into the forum to grow the community. Unfortunately, as previously stated, we lost our guy for the Arena creation which has hindered us greatly in being able to provide draft designs never mind the actual creation. The good news is we have now found a person to take on the roll and we hope to get back up to speed on this front. Although the first task is expected to be investigating the currently available arenas in an attempt to reduce the latency experienced by some of our user base. TL;DR. Yes we do intend for these arenas to be found in game. But it might still be a little way off.
  8. The Big Cheat

    Hi, I have been called sorry about the time it has taken to respond. It is the case that Challenge and Ladder matches share the same pool of active users so it is entirely possible to come up against a Club aiming to complete a Challenge while you are playing for Trophies. While the game was new and growing, the belief was that this was and still is the best way to ensure Clubs are matched up against other player controlled Clubs in their Trophy range whether competing for trophies or attempting to level up through Challenges. Certainly below ~4500 trophies the player base is large enough that users attempting to be randomly matched in order to gain an advantage is deemed to be counter productive, given the time it could take before being matched with your partner in crime. Leaving the games in which the desired matching was not achieved would loose you trophies, and winning consistently would increase the user out of the Challenge user's trophy range. Beyond ~5000 the number of active users available at any given time will become limited, and therefore the chance of being matched up with your buddy playing the Challenge is more likely. But there are controls in place to prevent the same users being drawn together too often. With regards to going forward. There is a planned overhaul of the Challenges which will naturally remove this path way to the upper echelons of the leaderboard as the game options will become incompatible. The method for the "Cheat" is not controllable by any users and the time wasted attempting to make it work far outweighs any potential benefit so it is unlikely action will be taken.
  9. Cannot login from steam

    We are very sorry about this. The servers have been set into maintenance mode while the development resolve a number of issues that have occurred. Many listed on these forums. We expect there to be a game wide update in the near future across all platforms that will improve the matchmaking amongst other issue.
  10. Restart my account (help please)

    Hi, We are sorry you have had to wait. However our game support team has been very busy this past weekend due to the server outage and subsequent issues.
  11. NEW UPDATE!!!

    We will look to restore the upgrades and any lost player levels.
  12. Link account

    Hi, 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.) :
  13. Tutorial loading screen

    Over the weekend we experienced a major server outage. The issue was resolved and the servers became fully usable again. Unfortunately, some code was rolled back which introduced an issue for some users attempting to play matches with certain players in their Starting Lineup. Both issues are now believed to be resolved and full access to the game is available to all. Please let us know if you continue to experience any problems.
  14. Matches not playing

    Over the weekend we experienced a major server outage. The issue was resolved and the servers became fully usable again. Unfortunately, some code was rolled back which introduced an issue for some users attempting to play matches with certain players in their Starting Lineup. Both issues are now believed to be resolved and full access to the game is available to all. Please let us know if you continue to experience any problems.
  15. NEW UPDATE!!!

    Hi, As you have reported, there have been a number of technical issues since the release of the update and over the weekend. Having resolved the initial player rating issues on Friday, We had a major server outage on Saturday. Members of our team worked to resolve this, Unfortunately the solution appeared to role back the initial fix for the Player ratings. This left users with these players still unable to access the matches, as long as they were in the Starting Lineup. We believe both these issues have now been resolved and all users can access the game with all players. We are aware of the fact these issues have continued to occur on the League Pack opening day. We are allowing some time to confirm there are no further issues before we provide some compensation for the lost potential game time. We are very sorry for the inconvenience caused and appreciate your reports to keep us up to date. Please let us know if you continue to experience any further issues. Cheers,
  16. Can’t loads

    Have you previously been able to access the game? Are has this issue occurred from a completely fresh install?
  17. league name

    The name is selected at the point of creation. There is no way to change the name of the Leagues after this point. If you want to name a League you must create one and choose the name during the creation process.
  18. Accounts

    An inactive President of a League will be removed from the position and replaced with another League Member. There is certain criteria that must be met for a member or Vice President to be promoted. And a suitable candidate will be selected based on this, of which one element is activity. The account itself is not de-activated, just demoted from the position of President. Long term inactive League Members will also be removed from the League eventually.
  19. it's not a regular thing

    By design only 1 League Pack should have been available to any 1 Club per week. The benefits of being able to change Leagues and unlock multiple level 10 packs are great. Yet the balance was wrong. Users were able to contribute goals from as little as a single match and receive benefits far greater than the level of contribution. As was previously announced in the latest update information we are shortly beginning work on the introduction of Tournaments. A future variety of which will provide the incentive to play outside of the League Pack. With regards to the added social side of this, this was not something we received much positive feedback about, rather the opposite tended to occur. With complaints of Clubs coming and going being highly detrimental to the stability of the Leagues.
  20. Emoticons

    This is something that has been discussed I believe, but I can't give a definite answer.
  21. Manager level 12

    If you view the Club Profile and scroll down it shows the information there.
  22. 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.) :
  23. 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.
  24. 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.
  25. 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.
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