Ultimate energy for Kylo Ren disappeared

[ShiriWoTabete]

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Galaxy s9
OS Version Android 10
Ally Code: (Find it here: http://bit.ly/AllyCode ) 439154383
What type of issue do you have? Gameplay
How often does the bug occur? Rarely (0% - 9%)
Summarize your bug Received an endless wheel followed by a restart prompt when attempting the ultimate challenge for the ultimate ability materials for Supreme Leader Kylo Ren. Upon restarting the game my 70 ultimate energy was gone.
Steps: How can we find the bug ourselves? Attempt the final ultimate challenge while connected to WiFi
Connection Type Wifi
Please select your region North America
Country

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My 70 ultimate energy is gone after an endless loading wheel and restart prompt before the ultimate challenge for SLKR ultimate ability mats.  Rewards were not received as the battle never loaded but the energy was consumed.

[EA_UltraSlide · Accepted solution]

Hi @ShiriWoTabete and sorry to hear that.

We have checked the logs that are available to us and cannot find a specific reason for your issue loading the battle followed by a restart of the game. Unfortunately, there is nothing we can do to help remedy this situation. 

Please follow our troubleshooting guide to try and stop this from happening in future. Hope this helps!

[EA_UltraSlide · Accepted solution]

Hi @ShiriWoTabete and sorry to hear that.

We have checked the logs that are available to us and cannot find a specific reason for your issue loading the battle followed by a restart of the game. Unfortunately, there is nothing we can do to help remedy this situation. 

Please follow our troubleshooting guide to try and stop this from happening in future. Hope this helps!