Account connecting issue

[KazimBar]

Hi, I can't log in to my old account on a new device. At the first run game started from the beginning, creating new playerID. In the "Settings: menu there is no "Connect" buttom. Any reinstalations, cleaning data & cache (app's, Game Launcher's or Google's Store and Google Games) couldn't help.
Contact with EA support also wasn't too helpful.
Any idea what can I do more?
cheers
Kazim

[EA_Lanna · Accepted solution]

Hi @KazimBar and @thingtofind , 

I'm sorry, there's no way around it. If you're unable to get in on your own, you'll need our support teams assistance. They can help you out if you can have this information on hand from the lost account: 

• Valid proof of purchase and
• Either the Player ID or Ally code from the lost account/account on the older device

^ They will need those details to pull up the account and help you get sorted on the new device. Without that information, their hands will be tied. 

- EA_Lanna

[thingtofind]

same issue but on apple 

[EA_Lanna · Accepted solution]

Hi @KazimBar and @thingtofind , 

I'm sorry, there's no way around it. If you're unable to get in on your own, you'll need our support teams assistance. They can help you out if you can have this information on hand from the lost account: 

• Valid proof of purchase and
• Either the Player ID or Ally code from the lost account/account on the older device

^ They will need those details to pull up the account and help you get sorted on the new device. Without that information, their hands will be tied. 

- EA_Lanna

[patcan80]

Did you ever get your issue resolved?