# Account problem account reset **URL:** \ **Category:** Support\ **Created:** [July 9, 2018, 2:38pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286 "2018-07-09T14:38:59Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![Mina1101](https://avatars.discourse-cdn.com/v4/letter/m/97f17d/32.png) [@Mina1101](https://community.gemsofwar.com/u/Mina1101)\ **Post date:** [July 9, 2018, 2:38pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/1 "2018-07-09T14:38:59Z")
Hello a guild member of us was level 1299 and now he is level 5 he has lost everything what is that he has nothing more than his account would be completely deleted please help ---
**Author:** ![alansirer](https://avatars.discourse-cdn.com/v4/letter/a/46a35a/32.png) [@alansirer](https://community.gemsofwar.com/u/alansirer)\ **Post date:** [July 9, 2018, 2:45pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/2 "2018-07-09T14:45:47Z")
same problem,waiting to @Cyrup ---
**Author:** ![Mina1101](https://avatars.discourse-cdn.com/v4/letter/m/97f17d/32.png) [@Mina1101](https://community.gemsofwar.com/u/Mina1101)\ **Post date:** [July 9, 2018, 2:52pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/3 "2018-07-09T14:52:03Z")
What are you waiting for? ---
**Author:** ![Casper1875](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/casper1875/32/21441_2.png) [@Casper1875](https://community.gemsofwar.com/u/Casper1875)\ **Post date:** [July 9, 2018, 2:58pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/4 "2018-07-09T14:58:04Z")
Same issue with one of mine, was about to hit 1,100 & is now level 1 & will quit the game if it can’t be resolved! Not good… ---
**Author:** ![Mina1101](https://avatars.discourse-cdn.com/v4/letter/m/97f17d/32.png) [@Mina1101](https://community.gemsofwar.com/u/Mina1101)\ **Post date:** [July 9, 2018, 2:59pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/5 "2018-07-09T14:59:56Z")
That’s why I hope that one of the support times reacts and tells us what that means ---
**Author:** ![Casper1875](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/casper1875/32/21441_2.png) [@Casper1875](https://community.gemsofwar.com/u/Casper1875)\ **Post date:** [July 9, 2018, 3:22pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/6 "2018-07-09T15:22:27Z")
What is their level within the guild roster? My guildies account on her PS4 is a level 1, but her actual account is still showing within the guild roster as the right one. Seems to be an access issue… ---
**Author:** ![VirginiaApplejack](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/virginiaapplejack/32/40680_2.png) [@VirginiaApplejack](https://community.gemsofwar.com/u/VirginiaApplejack)\ **Post date:** [July 9, 2018, 3:49pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/7 "2018-07-09T15:49:42Z")
Hi @Mina1101, thank you for bringing this to our attention! Our support team is aware of the issue and is working to resolve it quickly. In the meantime, [please ensure you have submitted a ticket to technical support](https://gemsofwar.zendesk.com/hc/en-us). We will have your account restored to its previous level as soon as possible. ---
**Author:** ![Mina1101](https://avatars.discourse-cdn.com/v4/letter/m/97f17d/32.png) [@Mina1101](https://community.gemsofwar.com/u/Mina1101)\ **Post date:** [July 9, 2018, 3:54pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/8 "2018-07-09T15:54:52Z")
This is not my account but an account of a guild member of mine that’s what happened to him ---
**Author:** ![VirginiaApplejack](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/virginiaapplejack/32/40680_2.png) [@VirginiaApplejack](https://community.gemsofwar.com/u/VirginiaApplejack)\ **Post date:** [July 9, 2018, 5:09pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/9 "2018-07-09T17:09:57Z")
Ah, thank you for clarifying! Please pass that information along to your guildie, if possible 🙂 ---
**Author:** ![TJTimebomb](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/tjtimebomb/32/40239_2.png) [@TJTimebomb](https://community.gemsofwar.com/u/TJTimebomb)\ **Post date:** [July 9, 2018, 7:38pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/10 "2018-07-09T19:38:41Z")
yeah this just happened to me lastnight too I was level 1158… next thing i know Luther is giving me the tutorial again at level 1 . it did give me a new invite code though and my guild tells me that my previous account is still sitting in the guild. So i’m sure there is a way to get me back to that account. its weird that this is happening to a lot of us at the same time. When I googled this someone else had a similar situation a while back . I hope it gets resolved soon … but I’d also kinda like to know why it happens . ---
**Author:** ![lEx0dusl](https://avatars.discourse-cdn.com/v4/letter/l/e274bd/32.png) [@lEx0dusl](https://community.gemsofwar.com/u/lEx0dusl)\ **Post date:** [July 9, 2018, 10:42pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/11 "2018-07-09T22:42:14Z")
I also have this problem, I sent in a ticket to support so I hope it gets fixed for all of us very soon! ---
**Author:** ![Zepp](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/zepp/32/42136_2.png) [@Zepp](https://community.gemsofwar.com/u/Zepp)\ **Post date:** [July 9, 2018, 11:11pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/12 "2018-07-09T23:11:29Z")
Always start with a ticket from the affected account. That will get your issue resolved the most quickly. Although the devs are seen here often, opening a ticket ensures their attention. ---
**Author:** ![TJTimebomb](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/tjtimebomb/32/40239_2.png) [@TJTimebomb](https://community.gemsofwar.com/u/TJTimebomb)\ **Post date:** [July 9, 2018, 11:36pm UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/13 "2018-07-09T23:36:45Z")
It looks like this happened to someone in october of last year. I wonder what causes this. > [@\[Solved\] Lost account level 1157](https://community.gemsofwar.com/t/solved-lost-account-level-1157/31491): > > Hi My guild mate has lost his account, he’s sent two tickets in and still can’t access his level 1100 odd account with all his mythics, traitstones, glory gems and keys etc. His game has started from scratch and he’s devastated. Has anyone else had this and had their issues resolved? I know @Saltypatra said there’s a lot of people having this problem on one of the streams but I wasn’t sure what the outcomes were or which platforms were affected. Its been over two weeks, He’s missed out on … ---
**Author:** ![Cyrup](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/cyrup/32/50181_2.png) [@Cyrup](https://community.gemsofwar.com/u/Cyrup)\ **Post date:** [July 10, 2018, 12:09am UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/14 "2018-07-10T00:09:43Z")
> [@3.5 known issues (PC/Mobile/Console)](https://community.gemsofwar.com/t/3-5-known-issues-pc-mobile-console/41214/284): > > Hi all, please contact support with your invite code of the new account and the invite code of the account you have lost you are experiencing this issue Please select “Account issue” [https://gemsofwar.zendesk.com/hc/en-us/requests/new](https://gemsofwar.zendesk.com/hc/en-us/requests/new) Hey everyone! Thanks for your patience regarding this issue. 🙂 Our server team sent out a fix for this within 2 hours of it occurring, so it shouldn’t be happening anymore as of 15 hours ago. However, if you are affected please be sure you’ve put in a ticket as Virginia suggested. We will get back to you all shortly, at this stage we are just confirming the best solution. Please note that your account progress is not completely lost, we store it on our servers, so we’ll just need to link you up again. ---
**Author:** ![TJTimebomb](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/tjtimebomb/32/40239_2.png) [@TJTimebomb](https://community.gemsofwar.com/u/TJTimebomb)\ **Post date:** [July 10, 2018, 12:19am UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/15 "2018-07-10T00:19:17Z")
Thanks @Cyrup you’re the best ! ---
**Author:** ![dbzfan](https://avatars.discourse-cdn.com/v4/letter/d/fbc32d/32.png) [@dbzfan](https://community.gemsofwar.com/u/dbzfan)\ **Post date:** [July 10, 2018, 12:27am UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/16 "2018-07-10T00:27:07Z")
thank you for working on this I greatly appreciate all you and your team’s help DBZFAN ---
**Author:** ![Cyrup](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/cyrup/32/50181_2.png) [@Cyrup](https://community.gemsofwar.com/u/Cyrup)\ **Post date:** [July 10, 2018, 3:33am UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/17 "2018-07-10T03:33:55Z")
We are currently working through the accounts and setting them up one at a time now. You will receive a response to your support ticket when the process is complete ---
**Author:** ![TJTimebomb](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/tjtimebomb/32/40239_2.png) [@TJTimebomb](https://community.gemsofwar.com/u/TJTimebomb)\ **Post date:** [July 10, 2018, 3:45am UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/18 "2018-07-10T03:45:36Z")
Did you figure out why it happened ? ---
**Author:** ![Cyrup](https://sea1.discourse-cdn.com/flex019/user_avatar/community.gemsofwar.com/cyrup/32/50181_2.png) [@Cyrup](https://community.gemsofwar.com/u/Cyrup)\ **Post date:** [July 10, 2018, 4:54am UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/19 "2018-07-10T04:54:21Z")
I am sincerely sorry that this issue occurred. The Gems of War development team fixed this issue from happening again less than 2 hours ago. The problem was caused by the incorrect datafiles getting sent to PlayStation Servers for the game. The game team (and especially @CliffyA) has been working to manually link each account affected by the issue. If you reload Gems of War you should be placed into your correct account rather than the new Level 1 account that the game reset to. Please ensure you properly close - not just minimise - the game using the PlayStation button. Compensation for this issue with be sent out by the game team (as opposed to from support) within a few hours to the players affected by the issue only. ---
**Author:** ![alansirer](https://avatars.discourse-cdn.com/v4/letter/a/46a35a/32.png) [@alansirer](https://community.gemsofwar.com/u/alansirer)\ **Post date:** [July 10, 2018, 5:42am UTC](https://community.gemsofwar.com/t/account-problem-account-reset/42286/20 "2018-07-10T05:42:23Z")
my hero is back,thanks a lot 😍 [Next page](https://community.gemsofwar.com/t/account-problem-account-reset/42286.md?page=2)