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Re: Can't connect back after install

by chenyingjoe
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Original Post

Can't connect back after install

★★★★★ Novice

When I launch the game today, it start at tutorial. So I uninstall the game and reinstall it. When I click 'Connect' and login with my google account, it just stop there. I wait for a few minutes, but it just stop at 'account info', without the waiting icon circling.

Hope my cards are still there...

Message 1 of 11 (2,272 Views)

Re: Can't connect back after install

★★ Newbie

Me Too...

 

I change my phone and when i installed the game in the new one and log into my google acount, stops there... I mean i login without a problem but nothing happens after, it should show me my previous progress to load.

 

I already done this process before without a problem while changing other phones and i clould always load the progress.

 

I tried to sync with EA (i thing its change as before, i dont remember the mention of the other pvz garden game..)  but no luck either... Now when i log into this option it shows me two new acounts that i start recently by selecting "play" insted of conect as there was no other option. IF by doing this i accidently erease all contect this should be fix right away, at least with a warning pop up before starting a new game. Otherwise this could easily happen to anyone...

 

The other thing i notice is that chrome is asking me a password phrase and i forgot it, nevertheless in other games i got back my progress link with google with no prob so i dont think this is related but who knows..

 

The only thing i had is the name i used in the game but aparently thats not enough to locate the acount. (wierd as that name is unique for each player) Mine was "Leo1891"

 

Anyways.. i had a pretty good run, had almost every card, but im afraid this would be it if i cant recover my acount.

 

 

Message 2 of 11 (2,187 Views)

Re: Can't connect back after install

★★★★★ Novice

I reported this bug, and after back and forth they finally forward the issue to "specialist". I guess that means they accept it as a bug.

Please report  a bug formally, so they know more people are seeing the same issue:

https://help.ea.com/en-us/help/plants-vs-zombies/plants-vs-zombies-heroes/contact-support-for-plants...

 

If you still got your old phone, maybe you should keep playing on that one to make sure cards won't be lost.

 

Message 3 of 11 (2,161 Views)

Re: Can't connect back after install

[ Edited ]
★★ Novice

I have the exact problem. I have been playing this game for years and spent a lot of money on it and had unlocked all the characters and finally got 4 each of all the cards completing all decks (both plants and  zombies, legendaries, events everything - all the cards fully complete sets). I always had my game synced/connected to google play when I played as it was one of the 3 options to sync your game (with Facebook and an EA account being the other two).

 

After having some phone issues I had to factory reset my phone. When I reinstalled the game and it asked to either connect or play, I chose connect and used the google play option. It connected after the spinning circle/loading symbol stopped but just remained on the screen with connect or play. No progress was restored and now it seems all my progress is gone. I contacted EA for help but they weren't able to do anything as I didn't have my initial player ID and when reinstalled the game gives a new ID each time so those were of no help.

 

What is the point of having google play as an option to sync your game if it doesn't really save anything and can't restore progress when you reconnect again?

 

I'm extremely disappointed with EA and their failure to resolve my issue. I hope they can eventually fix their google play sync issue. Until then I am done with all their games and won't be spending money on any of their products again.

 

Message 4 of 11 (2,023 Views)

Re: Can't connect back after install

★★★★ Guide

@Foreignused wrote:

I have the exact problem. I have been playing this game for years and spent a lot of money on it and had unlocked all the characters and finally got 4 each of all the cards completing all decks (both plants and  zombies, legendaries, events everything - all the cards fully complete sets). I always had my game synced/connected to google play when I played as it was one of the 3 options to sync your game (with Facebook and an EA account being the other two).

 

After having some phone issues I had to factory reset my phone. When I reinstalled the game and it asked to either connect or play, I chose connect and used the google play option. It connected after the spinning circle/loading symbol stopped but just remained on the screen with connect or play. No progress was restored and now it seems all my progress is gone. I contacted EA for help but they weren't able to do anything as I didn't have my initial player ID and when reinstalled the game gives a new ID each time so those were of no help.

 

What is the point of having google play as an option to sync your game if it doesn't really save anything and can't restore progress when you reconnect again?

 

I'm extremely disappointed with EA and their failure to resolve my issue. I hope they can eventually fix their google play sync issue. Until then I am done with all their games and won't be spending money on any of their products again.

 


Maybe, just maybe, this works: When you start game, make new account with new user name, then start tutorial and after that you are able to connect your Google play or other sync options, it tells you that you have another account and asks witch account you want to save, then choose your old account.

This worked for me when I was connected with Facebook, I don't know if it also works with Google play sync.

Good luck!

Message 5 of 11 (1,996 Views)
Highlighted

Re: Can't connect back after install

★★★★★ Novice

I tried that, and it didn't show anything.  I hope it won't erase my saved data with the rookie/initial setting.

 

The google sync used to work. I changed my phone 2 weeks before latest updates and it works well. I'm guessing this is a bug introduced by the update. It seems we have similar report here for Facebook user as well.

 

Based on discussion here, it seems many ppl are having this issue, so I'm hoping the next update would fix the issue. Just hope my cards will be there when that happen. Before that, I really don't have the mood to play/collect from beginning again.

 

Message 6 of 11 (1,978 Views)

Re: Can't connect back after install

★★ Newbie

I also have this problem and I am really made at EA because of it. All i want is just to get my data back on my account because I spent money on it

 

Message 7 of 11 (1,931 Views)

Re: Can't connect back after install

★★★★★ Novice

So strange there is no EA representive reply on this bug. Will it ever be fixed?

 

Probably not important anymore.

Message 8 of 11 (1,520 Views)

Re: Can't connect back after install

★ Novice
Game progress transfer via Google Play is apparently broken. This is easily testable by re-installing the game. Attaching the game to Google Play will not progress to the sync UI unlike EA or Facebook will. 
 
However, if you have the old game still available, there is a workaround. 
 
The workaround is to create an EA or Facebook account and link it to the old game. EA worked better for me. Re-install the game fresh and choose the left cloud button to connect to the EA account. Et voila. 
 
If you do not have the old game available, and were only connected to Google Play, you can try to get support to refund your purchases by sending them a screenshot from the Google Play account. Or you can wait until they fix the bug. 
 
When contacting EA, go for the phone hotline. Email contact was quite frustrating for me, as they demonstrably did not read beyond the first line of the email and instead used progressively insulting versions of their canned (and wrong) answer. 
 
Message 9 of 11 (1,462 Views)

Re: Can't connect back after install

★★★★★ Novice

Glad to report this is finally fixed in the latest update last week.

Great to see my cards are all there Standard smile

Message 10 of 11 (1,134 Views)
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