User blog:THGA/My experience with support

Due to some contradictory support replies regarding island restore i've decided to publish parts of the communication.

on day X i wrote:

me asking why my island was banned and what the suspicion of cheating meant

reply on day x + 4

I have transferred your details for a careful investigation in order to help you as soon as we can and to provide you with the best support you deserve. Please, note that your request processing may take up some time, so our specialists shall get back to you within five working days.

reply day x + 7

In such situation I can recommend you to start the game from the beginning and then we can restore your old progress.

me day x + 7

me asking how to proceed

reply day x + 8

Please reinstall the application, enter your new name and name of the island and let me know. We will restore your progress.

me day x + 8

me sending names

reply day x + 9

So that I could look closer into your issue please provide me with your Support id.

me day x + 9

me sending IDs

reply day x + 10 and reply day x + 11

I have transferred your details for a careful investigation in order to help you as soon as we can and to provide you with the best support you deserve. Please, note that your request processing may take up some time, so our specialists shall get back to you within five working days.

reply day x + 11

It was blocked because you had tried to modify the number of piastres. In such case the progress cannot be restored.

story goes on

The very same persons supported another player, who was trying to get his lost island back with the following reply.

"Thank you for contacting Game Insight Support Team!

My name is ... and I am glad to help you. I should inform you that for the time being we are unable to restore your game progress or in-game currency after reinstall/progress loss. Our engineers are already working on such an option.

The current solution I can suggest is doing backup of your device data. If named problems occur, you will be able to restore your progress from backup. Please, note that any purchase of in-game currency, made after the last backup will not be compensated after restoring from backup."

story goes on

Another player who was kind of bored, restarted his island and asked for a transfer of his bought piastres to his new island. Suddenly he got a restore backup and got his old island back.

I hope everything is very clear now ;-)

Take care of your own backups or be prepared to lose your island some day with a certain possibility.