Someone else is playing my town!

[Bessville]

I'm very glad to hear you're in touch with Support, Luis. Please do let us know here (or by private message) if/when your issue is resolved, or if you need any further help.

[_DD_]

Guys, first of all thank you all for your support in these very hard moments, and sorry if someone thinks we are very heavy for posting on many sites at once, but it is only despair, despair not to lose the game, that also, it is for losing more than 5 years playing, which is not anything, not having a few simple words of Playrix, of tramquility, we know the problem, it will take 1 month, 2, etc. etc. but we will fix it. In return we receive links from support, where they tell you that you have to update the game and now, as if we did not know, and that I will update if I have a city of level 3, and we may have some fault of ourselves, that I do not know which, for the passwords, I don't even use Facebook, I only have it for the game, and also Playrix was informed that it happened * to something abnormal, that they were looking at it and thanks for the patience, that's it, imagine how we are players who respected the game from the beginning, and the players, and now we do not know if this is the end Thank you, thank you from the bottom of my heart, and sorry for writing in several places, we will no longer write, we just wait, we don't know what but we will wait

This doesn't sound as if Playrix was doing something.
Luis, please do reply to Playrix and keep asking for their help and solution, and accept Bessville's offer for help and ask here how to do that / what to write, if you don't know how.

Google translate:
Esto no suena como si Playrix estuviera haciendo algo. Luis, por favor responde a Playrix y sigue pidiendo su ayuda y solución, y acepta la oferta de ayuda de Bessville y pregunta aquí cómo hacer eso / qué escribir, si no sabes cómo.

[Luis Montes Soriano]

Vale , gracias Best Ville , gracias , yo informaré al foro de como va transcurriendo todo , esperaremos un par de dias más , a ver si soporte puede hacer algo , gracias _DD_ , un abrazo para todos

[JayS]

Vale , gracias Best Ville , gracias , yo informaré al foro de como va transcurriendo todo , esperaremos un par de dias más , a ver si soporte puede hacer algo , gracias _DD_ , un abrazo para todos

Transl:

Okay, thanks Best Ville, thank you, I will inform the forum how everything is going, we will wait a couple more days, to see if support can do something, thanks _DD_, a hug for everyone

[_DD_]

Thanks, Jay, and all the best, Luis!

[Anna Petrova]

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

[_DD_]

Hi Anna,

hm, another repeat? as boby has explained already, none of these possible reasons hold true here.
We understood them the first time you posted them

A report to CS by Boby (and Luis) has been done also, with no help so far from there, as I understood it.

And if I understood it correctly, Jay was told by Playrix' CS "that the Devs are looking into it and working on it, but no fast fix".
On what, if Playrix claims they can't influence anything in this context?
No worries, this is no reproach - it would be good, if they did!
As there ARE obviously possibilities - not to "lose access", as you so nicely describe it, but to have someone INTRUDE our towns.
...at least when connected to FB..?

ah yes: "no errors in the game itself" - so, FB or Google Play then?
...find a different solution for your game's connections, possibly?


So, let's get back to the main questions, pls, for which Playrix still didn't give an answer:

• Is there no relevant help and advice by Playrix on how to fix this after it has happened?
  Mind you, other than a reset to level 1?

• Why do you not research further, when a credible long-time player like boby tells you, it was none of the reasons you suspected?

Thanks in advance.

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

[Zelda]

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.

We know how busy you all are and appreciate a message, but WHY is it always the same comments, while the people with problems already stated (over and over again) that they were NOT guilty on those ‘charges’....
Can you blame us thinking you all just automatic respond and don’t read (wellj what is going on?? It always feels like Playrix is stalling.... it is SO frustrating.....

PS I am usually not very fond of BIG letters, so you can tell the frustration I felt having to use them.....

[Downton]

........I'd like to assure you that there are no errors in the game itself that might lead to security issues...........

Anna it's very nice of you to assure us there are no errors in game leading to this problem....but the rest of your answer suggests Playrix are not listening when players assure them they have not compromised their own security.

So maybe consider there is a weakness with the connection to Facebook, the app store or wherever. Please could we try to move past the it's not Playrix fault it must be yours the players fault phase. I would think regardless of where this problem is arising Playrix have a duty of some kind to investigate it properly, and not work merely on easy assumptions laying the blame solely at the players door.

Thank you.

[Luis Montes Soriano]

Anna , gracias por responder , pero no , no y no ¿ culpa nuestra ? tu cres que después de + de 5 años jugando , no sabemos lo que estamos haciendo , y que pasa que derrepente , perdemos todos la cabeza al mismo tiempo , repasa mis ID , y verás , como cuento lo que sucede , estabais informados de que no hiba bien , que el fallo no era , un fallo normal , o parecido a los que nos suceden a los jugadores habitualmente o fallos del juego , por actualizaciones...etc , tu crees que lo mal , pero que lo estamos pasando es por nuestra inconpetencia , por favor, ya se dijo,que no , no y no , dejaros de escusas y tener comprensión y poneos a solucionarlo , por favor AYUDA

Google Translate

Anna, thanks for answering, but no, no and no, our fault? You think that after more than 5 years playing, we don't know what we are doing, and what happens so suddenly, we lose all our heads at the same time, review my IDs, and you will see, as I am telling what happens, you were informed that well, that the failure was not, a normal failure, or similar to those that usually happen to the players or failures of the game, for updates ... etc, you think that the bad, but that we are going through it is for our inconpetence, please, it was already said, no, no and no, stop excuses and have understanding and get to solve it, please HELP