Smurf "Critical Lost Progress Bug" Fix

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  • Avatar
    Cherry

    三個星期前,我的遊戲進度遺失,刪除回到1級,幸虧先前有備份,但還是希望可歸還遺失的進度及賺買物品

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    Ding

    I just want to know when will the game fix??  Many people lost their village and back to Level 1!  I am one of them!  

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    Felixdoppler

    Has anyone gotten this issue fixed? Anyone getting a response from customer support?

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    Elke Leip

    Hallo! I lost two years work. Now I have to start at level one. The new Update change nothing. Now I hope, you can help meine back to level 68... 😢

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    KW

    Hi, I've lost over 4 years worth of playing the game :(  When will it be fixed? I have paid (and I'm sure many other players have as well) for smurfberries and other items along the way.  It would be really disappointing if all of this is gone.  I really like Smurfs but would not play or pay for anything after this.

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    Alberto

    On novembr 11, before the last update of november 12, my village has automatically reset and I started from beginning. The restore of saved games dosen't work... I still have the message error that "one error occured... Please try again to another time". I have been installed the new version but the village is still to level 1 and I'm not able too to restore my last game saved. My phone is an OnePlus One with android 6.0.1. Please help me asap!!!! This is the second time that i lode my village (the first with a lot of money spent). I'm waiting any your support.
    What is strange it is that I continue to received the alerts bit if I open the collage is started from beginning.

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    Bonnie Wiebe

    For a week and half I have gone to the video hut and have not received the smurf berry bits for it. Plus it seems like way more adds then before my last few updates. I go to the island, swoof planet or wherever I get an add then trying to close the add I get taken to install whatever add is for. I try to go back to main village and I get adds and again taken to install them which I don't want to do.
    Please help with the video hut and stop the add madness.

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    Philippa Wilson (Edited )

    I have used 20 smurfberriee twice (40) to purchase dye. Smurfberries reduced but not given ! Please replace my 40 smurfberries & fix fault. Regards.dye 

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    Francis B

    Hey All, thanks for all the messages here, while we try to get back to you as soon as possible, the best place to ask customer support issues is with the submit a ticket. If you have a current issue please use this link - Create New Ticket

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    Trudy de Bie

    I have the new update (21-11-2016 Android), but I'm still on level 1 and lost my entire village and can't use cloud save. 4 years building and at level 64. How is this resolved? I am very disappointed that there is no solution. I hope for a response.

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    Francis B

    Hey Trudy, thanks for letting us know, if possible would you be able to contact us via the support ticket creation with your device details.

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    anthony banks

    i need tech support help ive lost progress and 3 bought huts..i play all the t8me please fix issue

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    anthony banks

    i need tech support help ive lost progress and 3 bought huts..i play all the t8me please fix issue

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    Jo75ro

    Hello, I have just updated my game and I'm still at level 1 (I've lost all my progress about 3 weeks ago). My last daily auto save was on 7th of november, but I can not load it. It seems to be an error. Can you please help me? I'm starting to loose my patience.

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    Elni van Niekerk (Edited )

    I've already re installed as I did not receive any response from my complaints. Was pass level 40 and bought tons of Smurfberries. What now????????????? Please help!!!

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    Mado Deif

    I started playing this game since it launched more than four years ago now, started on Android and happened to me twice that i lost the progression and beeline couldn't solve that,
    Then started again on Iphone and ipad but there was another problem of can't purchase anything, then 3 wks ago solved after Flashman shift, then suddenly today i return from level 30 with lot of purchased item to level one although recent update already installed few days ago. Is it logic all these issues in one game?! Will there be any solution to restore our lost game levels? Please help

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    Francis B

    Hey All,

    Thanks for posting your issues here, if possible please do make a support ticket, this is better so we can gather all your information correctly. Please also keep in mind that it could be a little waiting time on the support ticket answer as we are currently quite busy. Do bear with us while we sort everything out.

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    Kalega

    It's happened again. I was level 79 with 54% progression & 2 hours spent reconfiguring my grove today and I am now back to where I was when Bongfish took over. I hope I do lose all the work I have put in since that update.

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    Francis B

    Hey All, I currently have a Live Chat option for you guys to contact support by, this will be available for the next 8 days as I am just testing how well this works out. There is at the moment no opening / closing time, however it should be available from 10AM to 5PM CET. This is just to test the support in a different way. 

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    Aline Praetzel Andrighetti

    My mum's game start crashing again. Exactly the same problem we had with Beeline and you fixed. She press play, the game open and then go back to Ipad main menu. What should we do? Wait for the next update? 

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    Karen hodges

    How do.u submit a ticket my game has crashed. When I start the game I get the congratulations u have reached the next level. I was in level 24 but now it says I'm on level 66 but the game won't open. I stopped playing for 2 years cos beeline never fixed the bugs hoped it would be different with the new company but doesn't seem to be 😭😭

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    Francis B

    Hey Karen,

    Thanks for the message / report here. You can create a ticket here - https://smurfs.zendesk.com/hc/en-us/requests/new. This is in fact a known issue and is being looked into. I would suggest that if the game is not opening, please can you put your device in Airplane mode and then test with playing the game?

    Regards.

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    Lisa Coburn (Edited )

    I was at level 82 and now im at level 46. I didn't know what to do so I u installed it and reinstalled it ,but it didn't work :(
    I lost a lot of stuff. HELP!!! Can you help me get back ?  I hope I can get it back.       😢😢😢

    Thanks 

    Lisa 

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    Ding

    It has been 2 months that I lost everything and back to Level 1.  I spent 4 years and lots of money to play this game.  Please take immediate active or I should be compensated!!!!!!!!

    Thank you.

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    Felixdoppler

    We should all be compesated. I was high 80's and lost everything with the company shift. I don't think I'd spent more than $50 but it still sucks. support kept telling me to delete and reinstall but that never worked.

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    Ding

    Totally agreed with you!  We should all be compensated!  

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    Francis B

    @Ding @Felixdoppler @LisaCoburn please can you create support tickets here - https://smurfs.zendesk.com/hc/en-us/requests/new.

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    Adriane Jorge

    Lost all my progress today! Soooo many money and time lost 😱
    Help me!

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    Lauren R Preator

    My village disappeared and went down to level 4!! Tapping Papa smurf and trying to recover did nothing because I says they're unable to locate the village. Any other suggestions? Don't want to lose 5 years!!

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    Padma Devi

    Hi. My village suddenly dissapeared this morning, last time i went to the island and close the app, the notification came up when the smurf finish to dig the crate in the space, but when i'm open it, my level turn into 1 and i can't play the game, i'm at level 69 with 85% progress and also 658 SB, can somebody please tell me how to fix it, i've spent 3 years to play the game, it's quite stressing to see your Smurf's Village turn into level 1..

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