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PROBLEM WITH KING SUPPORT

rarespecimenrarespecimen Posts: 7 Level 2

So I recently got in contact with King support, asking them if they could help me with a problem seemingly having to do with the Google Play Store. After that, they sent me an email asking me for a screenshot of the messsage telling me I can't donwload the game on the Play Store. I replied that message with the information required, two or three days later the automated response sent me another mail telling me I did not deliver the information requested, as if they had not received it.

I have already replied to the message three times, every time with the screenshot, but apparently they are not receiving it. The real problem is that they've told me they will delete the ticket if I don't pass them what they've asked me.

Am I doing something wrong? Or maybe I am suppsoed to reply to them in another place?

Answers

  • W35GamerW35Gamer Posts: 1,374 Level 5

    Hey there!

    Could you please write your ticket ID here so I can forward this problem to the team? There is a bug with screenshots sent to support that should have been fixed earlier but for some reason it came back now.

  • Hey! Would you like to give us your opinion?

  • rarespecimenrarespecimen Posts: 7 Level 2

    Thank you for responding!

    My ticket number is 10750706.

  • W35GamerW35Gamer Posts: 1,374 Level 5

    By the way, since right now it's basically Saturday on CET timezone, it might take some time to answer since CM's are not avaliable on the weekends.

  • MuchoMucho Posts: 365 Level 3

    Same issues for months and months. When will the support system be fixed? This is hilarious.

  • W35GamerW35Gamer Posts: 1,374 Level 5

    Hello again. Can you send screenshots of your replies so we can confirm here that support did indeed receive the screenshots but didn't answer them? Since the information I got was that no replies from your side were received.

  • MuchoMucho Posts: 365 Level 3

    @W35Gamer This is exactly the issue. The support keeps asking for Screenshots. But you can send them over and over, but they do not receive them. Instead the tickets get closed because they did not receive the response, saying that no response was received.

  • rarespecimenrarespecimen Posts: 7 Level 2

    I contacted them, and received their response on June 7th, asking for the screenshot.


    I answer immediately.

    (This is the screenshot I sent and that the file contained.)

    Three days later, on June 10th, they get back to me saying I didn't deliver the information.

    I reply immediately as well. This time I send the screenshot fully visible, thinking sending a file was the reason they didn't receive it.


    Since I got no response, the next day, on June 11th I ask them if they had received the information, and sent the screenshot again just in case.

    The next day, on June 12th, they get to me saying I didn't send them what was requested and cancelled my ticket.

    That is three times I sent them what they asked from me, and they didn't seem to receive it once.

  • W35GamerW35Gamer Posts: 1,374 Level 5

    Thank you for the screenshots, I'll forward to the team so they can start investigating the problem and find the reason of why is this happening (again) and fix this problem once and for all.

  • QueenMiaQueenMia Posts: 12,986 Community Manager

    Hi there @rarespecimen πŸ‘‹ And thanks @W35Gamer for flagging this!

    I have just checked with our Support and they could not find any issue with attachments (meaning, they should have received it). Our Tech Support is looking into it to see whether there's any issue or not, but in the meantime, we'd need more info to help you out.

    Can you please confirm what email address you have sent this to?

    Could you please attach the document you were trying to send out here in this conversation? To do so, click on the Upload File icon in the comment box. Like this πŸ‘‡


    Thanks a lot and speak soon!

  • rarespecimenrarespecimen Posts: 7 Level 2

    Hello QueenMia!

    The email adress I sent the screenshots to was [email protected]


    The picture I sent was this one. (I didn't send any documents.)


  • QueenMiaQueenMia Posts: 12,986 Community Manager

    Hi again @rarespecimen πŸ‘‹

    Thanks for the extra info, our Team was able to identify the issue which should now be fixed! They ask if you could kindly try to send the screenshot again so they can investigate for you. Let me know once it's done, so I can inform them to look into it.

    Thanks again for the help and patience!

  • RealEnesRealEnes Posts: 42 Level 2

    To anyone who can't download the game from the Play Store: You can always download the latest version by going to uptodown.com

    Have fun!

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