Login Issues

Q: How do I create a new account and start over?   
A: Please update and make sure your game version is the latest version first.

1) Add Gmail Account(s)
Phone Settings - Accounts and Sync - Add Account - Please add 2 or more Gmail accounts.

2) Link the current account to one of your email
Enter game - Settings - Link Account - Choose one of your Gmail accounts - Confirm Link - Authorize.

3) Switching to a new account
Go to Game Settings - Choose the option “Change Account” - Choose another Gmail account.






Q: How do I play this account on other phones?
A: Please update and make sure your game version is the latest version first.

1) Link the account your want to transfer on your phone with your Gmail.

Accounts and Sync - Add Account - Add 1 Gmail account - Enter Game - Settings - Link Account - Choose your Gmail account - Confirm Link - Authorize - Settings - Link Account - Choose your Gmail account again - Enter Game


2) Link any account on the new device and then change it to the account you want to play with

Accounts and Sync - Add Account - Add 2 or more Gmail accounts (including the account used on the old device) - Enter Game - Settings - Link Account - Choose one of your Gmail accounts (do not choose the account that you have used on the old device) - Confirm Link - Authorize - Settings - Link Account - Choose the previously selected Gmail account - Settings - Change Account - Choose the Gmail account that was linked to your old game account.

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Q: My old phone is broken, i want to transfer my old account from old phone to my new phone

Please provide your following information:
New IGG ID
Former nickname
Email address
Date and Time of the incident
Details


Q: Game Freezes

Step 1: Please turn off all the sounds effect and try again. Settings > Turn “Music” and “Sounds” OFF

Step 2: Please update your game version to the latest version.

Step 3: If neither of these solutions works, please provide us with the following information:
IGG ID
Phone Type
Android version
Screenshots or Error massage
Date and Time of the incident
Game version
Email

Q: Connection Failed! Please check your network status and try again

Step 1: Please make sure that your network connection is running smoothly. If you're using WIFI, please reconnect to see if you can log in normally. If the connection still fails, please change a 3G or 4G network and try again. If it still doesn`t work, try rebooting your device and logging back in again.

Step 2: Please update your game version to the latest.

Step 3: If neither of these solutions works, please provide us with the following information:
IGG ID
Phone Type
Screenshots or Error massage
Date and Time of the incident
Game version
IP
Email



Q: Loading Game info Failed

Step 1: Please update your game version to the latest.

Step 2: Please make sure that your network connection is running smoothly. If you're using WIFI, please reconnect to see if you can log in normally. If the connection still fails, please change a 3G or 4G network and try again. If it still doesn’t work, try rebooting your device and logging back in again.

Step 3: If neither of these solutions works, please provide us with the following information:
IGG ID
Phone Type
Screenshots or Error message
Date and Time of the incident
Game version
IP
Email

Q: Game Crashed

Step 1: Please turn off all the sounds effect and try again. Settings > Turn “Music” and “Sounds” OFF

Step 2: Please update your game version to the latest version.

Step 3: If neither of these solutions works, please provide us with the following information:
IGG ID
Phone Type
Android version
Screenshots or Error message
Date and Time of the incident
Game version
IP
Email



Q: First time installation of the game, but received a high level account

To help us solve this issue quickly, could you please provide the following info:
IGG ID
Phone Type
Android Version
Date and Time of the incident
Email address



Q: Castle Clash crashes when I’m upgrading Heroes

A: We are current fixing this problem.

Q: I lost my account after a phone reset.

To help us solve this issue quickly, could you please provide the following info::
New IGG ID
Former Nickname
Phone Type
Android Version
IP
Date and Time of the incident
Email address
Order ID
What did you do before your account lost



Q: Missing account

To help us solve this issue quickly, could you please provide the following info::
New IGG ID
Former Nickname
Phone Type
Android Version
IP
Date and Time of the incident
Email address
Order ID (If you have made a purchase before)
What did you do before your account lost



Q: I received an invalid package notification when installing game

A: We apologize for this issue during your installation. The latest version of our game can be downloaded at http://goo.gl/ptGLBJ. This version should resolve the error notification. Thank you for your support.