When submitting a ticket, there are a couple of things that can be included that will help our team to identify and fix an issue. Also, this may save some time in waiting for messages back and forth between you and the support staff.
Game Logs
If you are having a technical issue these can help us better analyze it. To retrieve the game log files, please follow these steps:
After logging into the game, press the three horizontal lines in the upper left corner of the screen.
- Then, press the Options menu item.
- In Options, go to the Account tab. At the bottom of the screen, press the SEND ERROR LOGS menu item.
- You will then see options for sending the log files archive in *.zip format. Choose the most suitable option for you depending on your device.
- Drag the logs.zip file onto the 'attach file' field of your support ticket
Once the logs.zip file is uploaded, write the name of your iOS device (for example, iPhone 12, 512 GB), then click Submit, and we will reply as soon as we can.
Not able to login?
If you are unable to get in game, you can also access & save Error Logs by double-tapping the left top corner of the screen (in landscape mode)
Video Clips
It might help us significantly and accelerate the speed we narrow down the issue if you can record how you encountered the issue and send the video clips to us. You can take a screen recording by following these instructions on the iPhone User Guide.
Screenshots
A screenshot can help us understand what you're seeing. It can also potentially help us to provide better support to other players who had the same issue. You can take a screenshot by following these instructions on the iPhone User Guide.