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Lords Mobile - Troubleshooting / Account and Payment Issues

Jun 1, 2019    
Lords Mobile - Troubleshooting / Account and Payment Issues

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Troubleshooting



I logged in to a new account! What do I do?



If your account was linked to a 3rd party account, you can log in via this 3rd party account to access your old account in [Gear] - [Account]. If your account was not linked to any 3rd party account, please contact customer support with your account information, and we will aid you in retrieving your account after verifying your identity.

I'm not getting any push notifications!



If you're not getting any push notifications, please do the following:

  • Ensure that your notifications are turned on in both game settings and device settings
  • Check if you have logged into the game on multiple devices, including device emulators. Notifications will only be sent to the device that you last logged into.
  • If you are sharing accounts, please note that notifications will only be sent to the device that the account was last logged into.
  • Notifications will not be sent within 3 minutes of closing the game, as the system still regards you as being online
  • Switch off battery saver and/or hardware acceleration. You may not be able to receive notifications if you have switched on these modes.
  • Switch to a stable connection. You may not be able receive notifications if your device is connected to an unstable network.
  • Check if you can receive enemy attack / scout notifications.
  • Switch off all notifications in-game, then restart the game. Switch the notifications back on once you've restarted, and check if you can now receive notifications normally.
  • Change your game to another language, and then change it back. Check if you can now receive notifications normally.

If you are still unable to receive notifications after doing the suggestions above, please contact our customer support, and we will help you investigate this issue.

I can't log into the game!



Switch to a 4G or Wifi connection and restart the game. Please check your device settings and ensure that you have allowed [Lords Mobile] to use both WLAN & Mobile Data. If there are no problems with your connection settings, please contact our customer support and we will investigate the issue.

I can't make a purchase!



Try the steps below. If the issues persist, please contact customer support for further assistance.

  • Switch to a stable connection.
  • Quit and reboot the game.
  • Check your payment method.

Account Issues



Does Lords Mobile support account sharing and trading?



No. Account sharing and trading will compromise your account security. The Lords Mobile team is not responsible for any losses that occur from these actions.

What is an IGG ID?



An IGG ID is your game account. This is required if you want to join events or use exchange codes.

How do I link my account?



For Android / Amazon Users:

  • Tap on the [Gear icon] → [Account] → [Link account] to link a Google account / Amazon account.
  • Tap on the [Gear icon] → [Account] → [Switch Device]. Choose the third party account you want your game account to be linked to, and tap [Link]. Follow the steps shown on your screen to link your account.

For iOS Users:

  • Tap on the [Gear icon] → [Account] → [Switch Device]. Choose the third party account you want your game account to be linked to, and tap [Link]. Follow the steps shown on your screen to link your account.

If you have any queries about linking your account, please contact customer support. We will do our best to assist you!

How do I switch accounts?



For Android Users:

  • Tap on the [Gear icon] → [Account] → [Switch account], and sign in with the Google account that your game account is linked to.
  • Tap on the [Gear icon] → [Account] → [Switch Device] → [Log In], and follow the instructions on screen to log into the third party account that your game account is linked to.

For iOS Users:

  • Switch your Game Center account and then relog into the game to switch accounts.
  • Tap on the [Gear icon] → [Account] → [Switch Device] → [Log In], and follow the instructions on screen to log into the third party account that your game account is linked to.

For Amazon Users:

  • Tap on the [Gear icon] → [Account] → [Log In] to switch accounts.
  • Tap on the [Gear icon] → [Account] → [Switch Device] → [Log In], and follow the instructions on screen to log into the third party account that your game account is linked to.

If you have any queries about switching your account, please contact customer support. We will do our best to assist you!

What is a guest account?



Guest accounts are game accounts linked to your device. If your device is linked to a guest account, you could lose your game progress during the following (a new account will be started upon entering the game):

  • Reinstalling the game
  • After update maintenance
  • Resetting phone to factory settings
  • Changing your device

We recommend linking your game account to a 3rd party account to prevent losses. If you have lost your old account, please contact our customer support and we will aid you in the retrieval of your account.

Can I unlink a third party account from my Lords Mobile account?



Please contact customer support for such services. They will assist you in unlinking your third party account after verifying your account information.

I've linked the wrong account! What do I do?



Don't worry! Contact our customer support with the relevant information. Once we have verified the information provided, we will help you make the changes.

Payment Issues



Can I get a refund after purchasing a pack?



No. If you have any issues regarding pack purchases, please contact customer support ASAP.

I didn't get the pack I paid for!



This may be due to various issues, e.g. technical issues, delays with payment servers, etc. Please try the following steps:

  • Wait for the pack to arrive.
  • Quit and reboot the game.
  • Contact our customer support to check your pack's status.

What do I do if payment fails, along with an error code?



Try the following steps below. If you still have issues after doing these steps, please contact our customer support.

  • Switch to a stable connection.
  • Quit and reboot the game.
  • Check your payment method.

What do I do if the wrong currency is shown in the Mall?



Switch to another 4G or Wifi connection and restart the game. Please check if the account that you are using is the account you use to make payments. If there are still display issues after following the instructions given, please contact our customer support.

I'm not interested in any of the packs currently available in the Mall.



The packs in the Mall will be changed daily. Normally, packs will refresh every day at 0:00 (GMT-5). However, packs may appear at other times. Check the Mall daily and your favorite packs will be back before you know it!

Game:   Lords Mobile