We have a major issue with a guildmate not being able to log into game and customer service/support has been no help with this. It has been over 2 weeks! We have a guild mate who is having issues logging in. Even after multiple times reaching out to customer service she has gotten no where. To me I find this very not ok and discouraging from the customer support team. This is ridiculous and has hurt our guild tremendously! What does she have to do to get help! She has messaged you guys so many times and you guys have been no help!
#not being able to log into game
warm roost
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@warm roost
[This is an automated bot response]
Thanks for posting your bug or issue!
Please make sure you have included as much of the information mentioned below as possible regardless of how minor you may think your issue is. This information will help us greatly in investigating and will cut down on unnecessary back-and-forth discussions.
- Your full Player ID (PlayerName#12345) which can be found on your profile card below your username
- Your platform(s) (Epic, Steam, Android, iOS)
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frigid sandal
Filling in the above would be a good start, unless you don't want any more help and just came here to vent 
peak juniper
As Vuaux said - I'd be happy to look into the matter, but I'd need the account name and #12345 to be able to do so @warm roost
warm roost
Her player ID is Blessed #59962 , she has been playing on her iPhone pro 13 (which is newer and up to date with the latest version 17.5.1). It has plenty of space of 200 gb. Troubleshooting she has tried is different internet connections, cell phone data, uninstall and reinstall from the app store and the website store, restarting phone (I believe she even has done a factory reset on it) tried getting it on her computer but it is not apple and her account is linked to apple account. This is the screen it stays on for her.
I hope that makes sense and is helpful. We have reached out to tech support and keep getting the same generic make sure it is updated, uninstall it, make sure there is enough free space.
peak juniper
I see a single ticket from her, first filed 8d ago, last updated 5d ago. She does seem to have gotten irritated with CS asking questions, but those were the basic troubleshooting questions we need in order to info gather for QA. Her account was handed off to QA 5d ago (same day as her last replies) for investigation, and they haven't tracked anything down with it yet.
Unfortunately, beyond basic troubleshooting, CS won't be able to assist directly - that's a "hand it off to the QA/dev teams to see what they can find is going wrong" type of deal
Generally we close tickets like this out when they get handed over to QA, but I've been holding off in this case to see if QA had any follow-up questions they wanted me to ask
Given it's been 5d though, I'll go ahead and send a follow-up / closure at this point
warm roost
I know she never got a reply from them when she emailed back. Do we have any idea of when QA would be able to finish this or even give us any updates? I know she got irritated but she had been answering the same questions multiple times.
peak juniper
We don't, no. Sadly, we aren't able to really provide accurate ETAs
Bandwidth and availability are such a fluctuating thing we can't really hazard a guess
Lemme give the ticket a re-read, though - she definitely shouldn't have been asked the same thing multiple times. That'd be a mishandle for sure.
Looks like the TS was sent piecemeal at first and then all at once, which led to a couple of duplicate questions, yeah. Fully agreed the full troubleshooting suite should have been delivered at once.
warm roost
She didn't mean any disrespect when she replied really. She is just sad that she can't play at all. We were hoping the update that is coming out soon will help fix it but we have no idea.
peak juniper
Oh no no, I don't think there was any disrespect or anything
I run our CS team, so I wanted to make sure things weren't handled incorrectly (and fix it if they were)
I doubt the update will change anything for her though, sadly. If it's something busted on her account, that'd most likely need an individual account-level fix.
warm roost
Thank you for looking into it! I hope we can figure out what is going on so we can have her back! We have definitely struggled not having her help in the events
visual owl
this is where we figure out its the torch shenanigans again
peak juniper
No problem! Again, sorry for the delay on the follow-up - I can absolutely see where that would give the impression of being ignored
warm roost
Definitely! Is there anything I should have her do? Will someone from the other team reach out to her?
peak juniper
No and no, which can definitely be frustrating from the player end. But issue reports like this usually don't get any individual follow-ups (we're a small team and the amount of them we get makes individual per-issue follow-ups unfeasible) and anything she could do has already been done (that was all the troubleshooting)
warm roost
So she just can't play the game anymore?
peak juniper
I've also explained that all in my reply to her ticket though, so she should have all the info she needs
peak juniper
So she just can't play the game anymore?
Until the QA team can take a look and fix whatever her blocker is, that's correct, yes.
warm roost
Ok. Thank you! I hope she can get back in eventually. It sucks that she won't know when that gets fixed so she can start playing again. I understand it might take a while. Is there any way she will know when the block is fixed? Thank you again for all your help and answering so many questions! I really do appreciate that and so does she!
peak juniper
No problem - it's what I'm here for!
As for her knowing when, that'd be the kind of individual follow-up we don't really have the means to provide, unfortunately. I'd say just poke at it once or twice a day, see if it's working yet.
I'll also poke the QA thread on it to make sure it didn't fall through the cracks with the upcoming update
warm roost
Thank you!!!