I've lost access to my game account

In this article, you can find information on what you should do if you have lost access to your account. Tap the name of your device's operating system to open the instructions.

Android

Contact our Support team and provide the following information:

1. Your original account ID (if possible). To find your game ID, follow these steps:

Open Settings by tapping the gear button.

Game ID is displayed at the bottom of the settings window.

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Alternatively, you can find your game ID in the bottom-left corner of the loading screen:

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2. The model of the device which you used to register your account.

3. The date when you registered your account.

4. The date and approximate time when you launched the game last time.

5. The country you log in to the game from.

6. Your account level.

7. If you have made any purchases, attach a screenshot of any receipt. You can find receipts in your email inbox, they come from googleplay-noreply@google.com If you cannot find the receipt in your inbox, you can open all purchases here.

iOS

Contact our Support team and provide the following information:

1. Your original account ID (if possible). To find your game ID, follow these steps:

Open Settings by tapping the gear button.

Game ID is displayed at the bottom of the settings window.

mceclip0.png

Alternatively, you can find your game ID in the bottom-left corner of the loading screen:

uid.jpg

2. The model of the device which you used to register your account.

3. The date you registered your account.

4. The date and approximate time when you launched the game last time.

5. The country you log in to the game from.

6. Your account level.

7. If you have made any purchases, attach a screenshot of any receipt. You can find the receipts in your email inbox. They come from no_reply@email.apple.com. If you cannot find the receipt in your inbox, you can check the payment history:

  1. Open the Settings app.
  2. Tap your name, then tap Media & Purchases.
  3. Tap View Account. You might be asked to sign in.
  4. Tap Purchase History.
  5. Tap Last 90 Days, then select a different date range.

You can also find the list of your recent purchases here.

Didn't find an answer to your question? Let us know.