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[Guide] COL2 -Android-en-FAQ-(April 3)

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#1
Posted on 4/18/14 2:29:46 AM | Show thread starter's posts only

Q: I can’t log in the game with my facebook account, it shows unable to connect to the game.

A:
Please open the Phone Settings > Applications > Manage Applications > Clash Of Lords > Delete Data/ Delete Cache first, and then try logging in the game with guest id.

If the problem still exists after doing the above solution, please kindly contact us via Live Support
and our Tech Department will check it for you as soon as possible. Thank you again for your patience and support.

Q: Can I use my old character on my new mobile device.

A) If you still keep your previous device

Please follow the steps
1)Login with your FB account on browser or FB app on your previous device.
2)Login the game on previous device and link you account with Facebook account from Game Settings > Manage Account> Use other FB account to Link Account on your previous device.
3)Login the game on your new device, and click setting> Manage Account> Use other FB account (login the same FB account)

B) If you meet the following situations
“The previous device was broken”
“The previous device was lost”
“Change device”

In order to better help resolve your issue in a timely and efficient manner, please kindly contact us via Live Support
and our Tech Department will check it for you as soon as possible. Thank you again for your patience and support.

Q: Can I create a new character to start over the game?

A:
1)Login with your FB account on browser or FB app.
2)Login the game and link you account with Facebook account from Game Settings > Manage Account> Use other FB account to Link Account.
3)Logout the game, and login another FB account on browser or FB app.
4)Login the game and click Manage Account> Use other FB account to login.

Q: I can not link my account with Facebook
A:
A) Please download the newest version of FB APP and our newest game version;
B) Please open the Phone Settings > Applications > Manage Applications > Clash Of Lords > Delete Data/ Delete Cache/.

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#2
Posted on 4/18/14 2:34:50 AM | Show thread starter's posts only


1) Q: I can’t update the game, it is showing “package file is invalid”.
A:
We feel sorry about the problem "Package file is invalid", and we have confirmed that it's a common issue on Google Store. As this problem has yet to solved, here are two suggestions for now and you can try either of them:

1.Download the patch from "What's New" on Google Store.
2.Switch your Wi-Fi to 3G/4G network to update the game.

2) Q: Why do I get a message that says “Under Attack” when loading Clash of Lords?
A:
If you’re being attacked by other players, you can’t log in to Clash of Lords until the battle has finished. A window will pop up showing that you are under attack. This is a normal game feature that only lasts up to 3 minutes.

If this problem lasts for more than 3 minutes, please contact us via Live Support. Our Tech Department will check it for you as soon as possible.


3) Q: I can’t connect to the game server.

Error message:

“Checking version”

“Connecting to login server”

“Connecting to game server”

“Stuck at 91% when loading”

A:
There might be the network connection problem between you and our game server. We suggest taking the following steps:

1) If you're playing over a Wi-Fi connection, please switch to a 3G or better connection and try again.

2) Try playing in an area with better reception if your connection is still weak.

If your network doesn’t have any problems, please tell us how long it’s been since you last played Clash of Lords? We’ll need your email address as well.

4) Q: Why the game always crash? The game client closed suddenly.
A:
We're sorry to hear about this. In order to better facilitate your issue in a timely and efficient manner, please contact us via Live Support. Our Tech Department will check on this for you as soon as possible. As soon as we resolve this issue, we’ll contact you through your email address. Thank you again for your patience and support.



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Like IGG on Facebook http://www.facebook.com/igg
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#3
Posted on 4/18/14 2:41:10 AM | Show thread starter's posts only


1) Q: I’ve played Clash of Lords before, but all of my buildings’ levels were reset. I need to start over.
A:
We're sorry to hear about this. In order to better facilitate your issue in a timely and efficient manner, Please contact us via Live Support and our Tech Department will check on this for you as soon as possible. As soon as we resolve this issue, we’ll contact you through your email address. Thank you again for your patience and support.



Signature
Like IGG on Facebook http://www.facebook.com/igg
Follow IGG on Instagram http://instagram.com/iggigotgames/
Like CC on Facebook http://www.facebook.com/CastleClash
Like COL2 on Facebook http://www.facebook.com/ClashofLordsII
Like DH on Facebook http://www.facebook.com/deckheroes
#4
Posted on 4/18/14 2:43:46 AM | Show thread starter's posts only


1) Q: Why I didn’t get any resources after I won a battle?
2) Q: I beat a dungeon, but it reset after I reopened the battle interface.
3) Q: I can’t finish the quest.
4) Q: I discovered some bugs in the game.
5) Q: Why the guild can’t be searched?

6) Q: I check my defense report and found that it didn’t match with the actual  battle.

A:
We're sorry to hear about this. In order to better help resolve your issue in a timely and efficient manner, please contact us via Live Support and our developers will check on this and resolve this bug as soon as possible. Thank you very much for playing Clash of Lords.

7) Q: Why it won’t let me open one box when I get 3 star in battle? All of the 3 boxes are gray.

A:
What kind of battle did you join? Resource Raid, Lords League or Attack dungeon?
Resource raid:
Sorry, you won’t get any boxes when fighting others of 5 or more levels lower than you in Resource Raid. And this is the normal game system setting, we suggest you try fighting others again. Thank you for playing Clash of Lords.

Lords League or Attack dungeon:
We're sorry to hear about this. In order to better help resolve your issue in a timely and efficient manner, please contact us via Live Support and our developers will check on this and resolve this bug as soon as possible.


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Like IGG on Facebook http://www.facebook.com/igg
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#5
Posted on 4/18/14 2:46:48 AM | Show thread starter's posts only


1) Q: I lost Jewels/Resources when I logged in.
2) Q: I didn’t receive an event prize.
3) Q: My guild was lost when I relogged in the game.
4) Q: Some of my heroes were lost.

A:
We're sorry to hear about this. In order to better help resolve your issue in a timely and efficient manner, please contact us via Live Support and our Tech Department will check on this for you as soon as possible. We'll send you an email as soon as the problem is fixed. Thank you again for your patience and support.

Signature
Like IGG on Facebook http://www.facebook.com/igg
Follow IGG on Instagram http://instagram.com/iggigotgames/
Like CC on Facebook http://www.facebook.com/CastleClash
Like COL2 on Facebook http://www.facebook.com/ClashofLordsII
Like DH on Facebook http://www.facebook.com/deckheroes