Someone else is playing my town!

[Twilight Bookworm]

Hi, everyone!

We totally understand your concern. But please keep in mind that there are many different reasons why players might lose access (or exclusive access) to their towns, e.g.:

• playing several towns on the same device (their own or shared with family members);
• attaching different towns to the same Facebook and/or Google Play accounts;
• downloading their towns on other players' devices;
• compromising social network accounts during logins on untrusted devices or providing access to former devices with no factory reset performed.

Each case should be reported to our CS team directly through the game so that our tech specialists have as much data as possible. I'd like to assure you that there are no errors in the game itself that might lead to security issues.

If you experience any problems with accessing your town, please contact our CS team and follow their instructions. If you need help with submitting an in-game ticket, please use the tips our awesome Mods, and fellow Townshippers are always willing to share (thanks, guys ������).

Regards,
Anna

Let's see...hmmm...these posts are back from..

2017:
https://forum.playrix.com/showthread...-Happen-To-You

https://forum.playrix.com/showthread...NT-HELP-NEEDED!

https://forum.playrix.com/showthread...d-I-Got-Banned


2019:
https://forum.playrix.com/showthread...OT-BUY-T-MONEY!

https://forum.playrix.com/showthread...oes-not-assist


Needless to say...this is a Playrix problem. Playrix needs to quit blaming every issue on the consumer. Once the robo email has been sent...a real person needs to engage and find a solution...not a copy paste solution.

Because as we can see from these small handful of posts...this issue has not been addressed or solved whatsoever.
So our "concern" was not even considered imo.

I have a post on another website that I can pm individuals if they would like to read it.

[JJay]

Hi, everyone!

We totally understand your concern. But please keep in mind that there are many different reasons why players might lose access (or exclusive access) to their towns, e.g.:

• playing several towns on the same device (their own or shared with family members);
• attaching different towns to the same Facebook and/or Google Play accounts;
• downloading their towns on other players' devices;
• compromising social network accounts during logins on untrusted devices or providing access to former devices with no factory reset performed.

Each case should be reported to our CS team directly through the game so that our tech specialists have as much data as possible. I'd like to assure you that there are no errors in the game itself that might lead to security issues.

If you experience any problems with accessing your town, please contact our CS team and follow their instructions. If you need help with submitting an in-game ticket, please use the tips our awesome Mods, and fellow Townshippers are always willing to share (thanks, guys 🧡).

Regards,
Anna

Anna Petrova, first I'd like to echo _DD_, - repeated excuses aren't at all helpful, and only serve to frustrate and sicken players like me more.

Secondly, your list seems to have missed a reason which has been documented more than once by players whose towns have been hacked, and that is that if a hacker (or indeed a genuine player) contacts customer support and says that they have lost access to their town because they have tried to reinstall it, for example, on a new device, and gives details of a town, such as player ID, co-op tag, and screenshots, (which are all things which some people share freely on the internet, either on social media, or on this forum), then CS will give (or restore) that town to their device.

In cases like that I agree, "there are no errors in the game itself that might lead to security issues" . The security problem lies with CS itself, and it seems as though they are unwilling (or not allowed) to admit it.

Your lack of understanding of (or is it just disdain for) your customers leaves me almost speechless. I say "almost" because I still have to update my reviews for your game and your company in my appstores accordingly, and I hope others will do the same.

[Virginia_Gardens]

I just wanted add my voice to those that have already expressed concern here as it is quite a serious issue.

My heart goes out to all of those that have been effected, especially you Boby your town was one of those I would go to often just to look around and appreciate all the small details and hard work. I’ll be sad to see it go from my friendslist. I hope more than anything that your able to find a new escape to bring some peace to your life after township.

[Mimy]

But, Ana Petrova, you forgot one way that hackers can get access to some game. FROM YOUR HELLY ORDERS ADS!!!
Last week or two I got only REALLY REALLY STRANGE WEIRD ADS in helly orders and CAN'T repport it through your in-game system because SOMEHOW KEYBORD IS DISABLED..
Yes, guys, all of you wanted ads in helly orders for free TC, but you must know that games or apps can be hacked when you watch ads!!

[Bethany Clarke]

Hi, everyone!

We totally understand your concern. But please keep in mind that there are many different reasons why players might lose access (or exclusive access) to their towns, e.g.:

• playing several towns on the same device (their own or shared with family members);
• attaching different towns to the same Facebook and/or Google Play accounts;
• downloading their towns on other players' devices;
• compromising social network accounts during logins on untrusted devices or providing access to former devices with no factory reset performed.

Each case should be reported to our CS team directly through the game so that our tech specialists have as much data as possible. I'd like to assure you that there are no errors in the game itself that might lead to security issues.

If you experience any problems with accessing your town, please contact our CS team and follow their instructions. If you need help with submitting an in-game ticket, please use the tips our awesome Mods, and fellow Townshippers are always willing to share (thanks, guys 🧡).

Regards,
Anna

If none of the above applies to a player, (they've never done ANY of these things), what else could be the reason for hackers to get into their towns? This is the answer we all need. Experienced players aren't making these kinds of mistakes. So, what else is happening here?

[Downton]

........
..... your list seems to have missed a reason which has been documented more than once by players whose towns have been hacked, and that is that if a hacker (or indeed a genuine player) contacts customer support and says that they have lost access to their town because they have tried to reinstall it, for example, on a new device, and gives details of a town, such as player ID, co-op tag, and screenshots, (which are all things which some people share freely on the internet, either on social media, or on this forum), then CS will give (or restore) that town to their device.

In cases like that I agree, "there are no errors in the game itself that might lead to security issues" . The security problem lies with CS itself, and it seems as though they are unwilling (or not allowed) to admit it...........

Thank you for bringing this up Jay. While we have no answers or solutions from Playrix I no longer feel comfortable sharing my town info in my signature. Very sad state of affairs .

Of course any hacker can still get a players co-op code just looking in their co-op building, so safe guarding our town from this is practically impossible, as I believe CS help retrieve towns without the friend/player code as well.

[Mimy]

If none of the above applies to a player, (they've never done ANY of these things), what else could be the reason for hackers to get into their towns? This is the answer we all need. Experienced players aren't making these kinds of mistakes. So, what else is happening here?

Playrix can restore any games ONLY if it's NOT signed in Facebook. They restored my Gardenscapes. For Township and Fishdom I dont need Playrix's help, both games are saved in Google.
But, if I am suspicious that someone hacked my game, I will change all my passwords for ALL my accounts (etc.,Google, Facebook, Microsoft, Amazon, Ebay...)

[Magnolia Township]

I’ve also removed my signature Downton as well as disconnected from facebook....so i lost my magnolia avatar. The only reason i needed facebook was to make purchases through google play (long story) but i don’t really feel spending money on the game is worthwhile right now anyway.

I don’t really know how hackers do what they do but it is a scary prospect to have your town taken over so i’d like to isolate it as much as possible.
As you said though, it’s easy to get town info and if that’s all they need to get in....well, there’s nothing really we can do. I am curious how watching ads makes you vulnerable.

[hbv]

Hi Guys, until some preventative action has been confirmed from Playrix, I'd also like to remove my signature...how do I do it please?

[Rocky_Ruud]

A little spark of hope

Dear Anna
A little spark of hope would be very helpful at this moment.
As a former HR worker I also followed media training once and I understand that you cannot tell us:
"Yes, everyone, the backdoor is broken and at this moment any of your Towns can be entered by a wrong person!"
Preventing panic is important and I understand also that you do not want to give false hope.
But please be careful not to sound like the manager of a chemical factory on fire, who reports that public health is not in danger or like that Iraqi minister who insists on "We are in complete control of the situation!" while at the same time the buildings behind him are bombed.

But for a very different reason I am quite confused by your repetition of answers.
I am currently working with Khan Khan, a friend whose city has been in the hands of a hacker for three months now.
He even knows who the hacker is. Not that he knows him personally, but he was able to retrieve his name and other information.
The first thing this hacker did was kick out every one from Khan Khan's coop. So my friend has been away from his coop friends for a long time now.
Starting a new coop and letting the same happen and loose old and new friends again will especially damage the trust of others in Khan Khan.
It would be like sending an email to all your contacts to tell you that your PC has a virus ...
I hope to get him registered on the Forum today( also struggles for a few days with getting him here) so we can make the next step in helping him to get rid of this intruder.
You may can imagine your answers don't really give hope in this process.
My focus is on the hopefull words of Bessville that our Dreamteam keeps an eye on this thread and behind the scenes the Devs may even are working on a solution.

Regards
Ruud