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I lost my account on the late night/early morning of December the 3rd/4th. I began to insert my info for the 100th time in the signup portion of the settings page of Heros for Camelot. I had a Level 95 Character, Soundfunny372 on server mordred 20. I had between 700-900 Invested in the game. (Please dont judge)I Attempted to contact Kabam that night. Stating that my accout appear to have vanished. After three email's (extensive waiting period to respond back) He has located my account.
First email back:Thanks for taking the time to contact us about losing access to your original account.
In order for you to access your primary account, please login to your game (Settings > Kabam ID) with your Kabam email and password, and you should find everything where you left it. If you are currently logged in with a different email address, reinstalling the game on your mobile device will allow you to log in as a different user and continue playing.
If you set up a Kabam ID and linked your email to your game, support will be able to locate your city, however if you did not set up a Kabam ID, I am afraid that your account may be lost and at this time, Support does not have a way to recover them.
If you are unsure if you linked a Kabam ID, I may be able to locate your account if you provide me with a bit of information. Would you be so kind as to provide me with the Player Name and Realm that you are currently playing on? I will need this information as verification that you are the owner of the account in question. Additionally, it would be extremely helpful if you could provide the email that you have created this account with. I will not be able to restore your old account, but I may be able to aid you in kickstarting your new account.
Please know that In the event that we are unable to verify an account with the information you provide or you are unable to provide this information, the Game Team will be unable to further assist with this request. I understand that this may not be what you expected and I sincerely apologize for any inconvenience our security policies may pose. However, maintaining the security and privacy of our Players is paramount to us. We strive to uphold these values to ensure our Players have a safe playing experience. Thank you for your patience and understanding regarding this sensitive matter. I look forward to your reply.
Best Regards,
Dylan P.
Kabam Support
Second email Back:Thank you for getting back to me with the additional information.
I was able to locate your account, but I'm afraid I have some bad news. The account containing the character named Soundfunny 372 in Realm 20 is essentially a guest account, as it doesn't have an email attached to it.
What this means is that you have no login credentials to regain access to your account, and we have no way around this to help because the email address must be entered by the player, and we in support don't have the ability to add it.
I'm afraid at this point the only thing I can do is restore every Gem you've ever owned on this account, 66 850, to a new account.
I completely understand the potential for frustration, and realize I am not offering you any options, but if this is something you would like for me to do, please attach an email to a new account, then reply with that accounts username and realm, and I will restore the Gems to the account.
Regards,
Dylan P.
Kabam Player Experience
AWESOME RIGHT!!!!!!! The struggle that I have is that I am also registered with this account for kabam rewards, cause when I bought gems, I would receive the emails when I also redeemed them from the Kabam rewards portion of the game.....
for those of you that dont know, you have to log into an account to redeem your Kabam rewards. You must register with google or facebook and than everytime you redeem you need to log in again. PROBLEM, that mean the game is attached to an email. When I hit redeem, it emails me that I have redeemed them.
Ok, so I asked for a full refund as this really isnt my fault that the famous Fatal error_2 pops up everytime that I tried to "assign an email to this account"!!
Email NUMBER #3 that arrives on the 5th........
Hello again,
Thank you for your reply and I hope you are doing well today!
I completely understand any potential frustration with this issue and I do recognize you have shown a lot of support in Heroes of Camelot. If I could regain access to your account, I certainly would but it is something we simply are unable to do at this time. I do want to assure you that, though I cannot process a 1:1 transfer of account, I will allocate whatever I can to kickstart you in your new account including gems, a few cards, some feeder cards for leveling (Golden Arses), and a few items (stamina/mana potions and summon stones) to get you back rolling into the game.
Regards,
Dylan P.
Kabam Player Experience
Ok, so i agree on the th that I will accept this as it is better than nothing, as a refund probably isn't happening...
we have arrived at the 9th and still nothing and no response from Kabam about replacing gems.......replacing some cards.....golden a$$$$$ nothing.
Is this seriously how you conduct business with someone who actually plays the game and is willing to spend money on the game? you are out of luck and we will blow off your email's?
I really hope people read this and will second guess the idea or notion of spending money on this game. When a problem arises they really arent going to do anything to fix it. They might fill you sails with air...... or lie to you......
Kabam, thank you for taking my money, and leaving me out to dry on the count that "I failed to register an account that you have complete control over and can do nothing about.
I went on to make another account and am up to level 71 and like a fool, having faith they will make this right, spent another $150 to try and get caught up on make up chests.
PLEASE THINK ABOUT THIS BEFORE YOU SPEND MONEY!!! it happened to me, it could happen to you.
In the off chance that I am contacted by someone and this situation that is close to 6 days old is resolved I will update this thread and post the update to the solution.
Terrible customer service, to a PAYING customer.
Kevin J
[email protected]
First email back:Thanks for taking the time to contact us about losing access to your original account.
In order for you to access your primary account, please login to your game (Settings > Kabam ID) with your Kabam email and password, and you should find everything where you left it. If you are currently logged in with a different email address, reinstalling the game on your mobile device will allow you to log in as a different user and continue playing.
If you set up a Kabam ID and linked your email to your game, support will be able to locate your city, however if you did not set up a Kabam ID, I am afraid that your account may be lost and at this time, Support does not have a way to recover them.
If you are unsure if you linked a Kabam ID, I may be able to locate your account if you provide me with a bit of information. Would you be so kind as to provide me with the Player Name and Realm that you are currently playing on? I will need this information as verification that you are the owner of the account in question. Additionally, it would be extremely helpful if you could provide the email that you have created this account with. I will not be able to restore your old account, but I may be able to aid you in kickstarting your new account.
Please know that In the event that we are unable to verify an account with the information you provide or you are unable to provide this information, the Game Team will be unable to further assist with this request. I understand that this may not be what you expected and I sincerely apologize for any inconvenience our security policies may pose. However, maintaining the security and privacy of our Players is paramount to us. We strive to uphold these values to ensure our Players have a safe playing experience. Thank you for your patience and understanding regarding this sensitive matter. I look forward to your reply.
Best Regards,
Dylan P.
Kabam Support
Second email Back:Thank you for getting back to me with the additional information.
I was able to locate your account, but I'm afraid I have some bad news. The account containing the character named Soundfunny 372 in Realm 20 is essentially a guest account, as it doesn't have an email attached to it.
What this means is that you have no login credentials to regain access to your account, and we have no way around this to help because the email address must be entered by the player, and we in support don't have the ability to add it.
I'm afraid at this point the only thing I can do is restore every Gem you've ever owned on this account, 66 850, to a new account.
I completely understand the potential for frustration, and realize I am not offering you any options, but if this is something you would like for me to do, please attach an email to a new account, then reply with that accounts username and realm, and I will restore the Gems to the account.
Regards,
Dylan P.
Kabam Player Experience
AWESOME RIGHT!!!!!!! The struggle that I have is that I am also registered with this account for kabam rewards, cause when I bought gems, I would receive the emails when I also redeemed them from the Kabam rewards portion of the game.....
for those of you that dont know, you have to log into an account to redeem your Kabam rewards. You must register with google or facebook and than everytime you redeem you need to log in again. PROBLEM, that mean the game is attached to an email. When I hit redeem, it emails me that I have redeemed them.
Ok, so I asked for a full refund as this really isnt my fault that the famous Fatal error_2 pops up everytime that I tried to "assign an email to this account"!!
Email NUMBER #3 that arrives on the 5th........
Hello again,
Thank you for your reply and I hope you are doing well today!
I completely understand any potential frustration with this issue and I do recognize you have shown a lot of support in Heroes of Camelot. If I could regain access to your account, I certainly would but it is something we simply are unable to do at this time. I do want to assure you that, though I cannot process a 1:1 transfer of account, I will allocate whatever I can to kickstart you in your new account including gems, a few cards, some feeder cards for leveling (Golden Arses), and a few items (stamina/mana potions and summon stones) to get you back rolling into the game.
Regards,
Dylan P.
Kabam Player Experience
Ok, so i agree on the th that I will accept this as it is better than nothing, as a refund probably isn't happening...
we have arrived at the 9th and still nothing and no response from Kabam about replacing gems.......replacing some cards.....golden a$$$$$ nothing.
Is this seriously how you conduct business with someone who actually plays the game and is willing to spend money on the game? you are out of luck and we will blow off your email's?
I really hope people read this and will second guess the idea or notion of spending money on this game. When a problem arises they really arent going to do anything to fix it. They might fill you sails with air...... or lie to you......
Kabam, thank you for taking my money, and leaving me out to dry on the count that "I failed to register an account that you have complete control over and can do nothing about.
I went on to make another account and am up to level 71 and like a fool, having faith they will make this right, spent another $150 to try and get caught up on make up chests.
PLEASE THINK ABOUT THIS BEFORE YOU SPEND MONEY!!! it happened to me, it could happen to you.
In the off chance that I am contacted by someone and this situation that is close to 6 days old is resolved I will update this thread and post the update to the solution.
Terrible customer service, to a PAYING customer.
Kevin J
[email protected]