Alliance member stuck in a loop with Kabam Support
rongalbraith
Member Posts: 3 ★
Hi folks,
A friend, and one of our longest serving Alliance members, is having trouble getting back control of his account following a device upgrade that didn't all go to plan. Despite the fact he's able to provide a fair amount of evidence to show it's his account, including us willing to vouch for him, he's seemingly stuck in a loop with the Kabam Support team where if he doesn't answer all the questions he can't get his account back - one of these is supplying details of his purchases for the last 5 years or something crazy.
While I understand the need to vet people before reconnecting someone with their account (to stop them being stolen) this kind of vetting seems extreme and counter product, especially seeing as this guy has actually spent money on the game.
Does anyone know if there's an escalation path for the Support channel or any other avenue our friend can take? His account is up around 800k hero rating and, obviously, he doesn't want to start again after investing so much in this game to date. If he can't get his account back then he's done with the game, and I don't blame him. Any help is appreciated. Thanks.
A friend, and one of our longest serving Alliance members, is having trouble getting back control of his account following a device upgrade that didn't all go to plan. Despite the fact he's able to provide a fair amount of evidence to show it's his account, including us willing to vouch for him, he's seemingly stuck in a loop with the Kabam Support team where if he doesn't answer all the questions he can't get his account back - one of these is supplying details of his purchases for the last 5 years or something crazy.
While I understand the need to vet people before reconnecting someone with their account (to stop them being stolen) this kind of vetting seems extreme and counter product, especially seeing as this guy has actually spent money on the game.
Does anyone know if there's an escalation path for the Support channel or any other avenue our friend can take? His account is up around 800k hero rating and, obviously, he doesn't want to start again after investing so much in this game to date. If he can't get his account back then he's done with the game, and I don't blame him. Any help is appreciated. Thanks.
2
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Comments
Responsible parents should have device setup so that Parent has to LOGIN for actual purchases and new App downloads. And just let kids be able to play/use only Apps that are already downloaded on device.
All of these questions should be answerable by a User if they account is their own, and if they don't have the answers on hand, they can be found by looking at download dates, purchase receipts, etc.