Have You Lost Progress? PLEASE READ!!

[TribalSage]

First and foremost, link your account to either a Google or Apple account. Your character/account is NOT saved in the Steam cloud so if you run into an issue you'll need to have it linked to fix it, so save yourself some time and do it ASAP.

TO FIX THE ISSUE YOU NEED TO CONTACT MARVEL SNAP SUPPORT
If you lost your progress don't freak out because your character is safe, you didn't lose it. This situation happened to me a while ago and support helped me get my character back. Restoring your character is not something you can do yourself, you'll need Marvel SNAP support to do this. Here is the link for the correct Marvel SNAP Support site to fill out a support ticket with. - https://marvelsnap.helpshift.com/

When you contact them, they'll need a decent amount of information from you, so make sure to send them whatever they need. There's more than likely a lot of tickets in their queue so please be patient with them and they'll get back to as soon as they can. If you add to your support ticket it will more than likely bump it in the queue making your wait longer. Also don't create a second ticket as it may be flagged for spam or ignored, it's not going to make things go any faster and more than likely have the opposite result. If you haven't linked to a Google or Apple account yet, do it, as they will need you to do it to restore things.


REINSTALLING THE GAME/VERIFYING FILES WON'T FIX THE ISSUE
If you uninstall the game and reinstall it without it being linked you'll need to do what I've mentioned above. If you get corrupted files and need to verify the integrity of the files and it's not linked you'll need to do all the stuff I mentioned above as well. So as I've mentioned a couple times, just link your account and save yourself some time. If your account is linked to a google or apple account you can then uninstall, reinstall, verify your files without any issues and then all you have to do is sign in.


I really hope this thread will help people of the Marvel SNAP community who might run into this issue.

[DragoNeonSign]

Keep me posted please. Same happened to me today, and a solution would be celebrated!

[TribalSage]

Originally posted by DragoNeonSign:

Keep me posted please. Same happened to me today, and a solution would be celebrated!

My issue was resolved awhile ago. If you lost your progress then you want to what I've mentioned in the OP.

[Cris]

Besides, if you link your account, you can start playing on Steam and then continue on your mobile when you're away. It is super useful, what I like the most is being able to kill time in the street and then enter the PC and continue as I left it.

[TribalSage]

Bump...

[Arukādo]

Originally posted by Cris:

Besides, if you link your account, you can start playing on Steam and then continue on your mobile when you're away. It is super useful, what I like the most is being able to kill time in the street and then enter the PC and continue as I left it.

+1
+bump because I also tried to help people who didn't link their account
LINK YOUR GOOGLE ACCOUNT (also better to play first on mobile) and you will not have any issue!

[Littlemama]

and if you link to the british kingdom you can start to call the king your brother

[TribalSage]

Bump.

I wish this was stickied so people can read it or a dev make their own thread explaining this to people.

[Fithin]

I tried contacting support and it was terrible. My question is....I have started playing on my Ipad, google phone and Steam. I want to just play on Steam, I don't care about any progress on anything other than Steam. When I went to link my Apple account it said it was already in use. So I went into options and deleted the account and deleted the game. Still can't link and support wasnt any help.....what do I do?

[TribalSage]

Originally posted by Fithin:

I tried contacting support and it was terrible. My question is....I have started playing on my Ipad, google phone and Steam. I want to just play on Steam, I don't care about any progress on anything other than Steam. When I went to link my Apple account it said it was already in use. So I went into options and deleted the account and deleted the game. Still can't link and support wasnt any help.....what do I do?

Going off of what you've mentioned, what you're dealing with is a whole different situation then what's in this thread. Based on the things you've posted it seems that's quite a mess and tbh it's not exactly clear what the situation is. It sounds like you are trying to link both a google account and an apple account to this and I'm pretty sure you need to choose one, you can't do both.

Then you mentioned that your Apple account is already in use. So it sounds like someone already linked your apple account to a steam account, whether it be the one your on right now or another. Next you mentioned you deleted whatever was linked to your apple account, and as you read before deleting that's permanent and you won't be able to get that data back. It tells you before you delete anything that if you do it it's permanent, you won't be able to recover that. If your main Marvel SNAP data was on that, well it sounds like you messed up pretty bad.

Based on the mess you've mentioned Marvel SNAP Support is the only one who is going to be able to help you figure it out. Best of luck getting your situation resolved.

[Fithin]

Originally posted by TribalSage:

Originally posted by Fithin:

I tried contacting support and it was terrible. My question is....I have started playing on my Ipad, google phone and Steam. I want to just play on Steam, I don't care about any progress on anything other than Steam. When I went to link my Apple account it said it was already in use. So I went into options and deleted the account and deleted the game. Still can't link and support wasnt any help.....what do I do?

Going off of what you've mentioned, what you're dealing with is a whole different situation then what's in this thread. Based on the things you've posted it seems that's quite a mess and tbh it's not exactly clear what the situation is. It sounds like you are trying to link both a google account and an apple account to this and I'm pretty sure you need to choose one, you can't do both.

Then you mentioned that your Apple account is already in use. So it sounds like someone already linked your apple account to a steam account, whether it be the one your on right now or another. Next you mentioned you deleted whatever was linked to your apple account, and as you read before deleting that's permanent and you won't be able to get that data back. It tells you before you delete anything that if you do it it's permanent, you won't be able to recover that. If your main Marvel SNAP data was on that, well it sounds like you messed up pretty bad.

Based on the mess you've mentioned Marvel SNAP Support is the only one who is going to be able to help you figure it out. Best of luck getting your situation resolved.

I've tried linking both google and apple to my steam. Both say in use, because I play on all 3 to see which one will get the cards I want (alt accounts I guess) I just want to play on Steam and forget about the other 2, I don't have the time lol. Anyways I appreciate your input and I have opened another support ticket

[TribalSage]

Bump

[Fithin]

To follow up....my problem is you have to wait 30 mofo days to delete your account. 30 daaaays LOL.

[S.L.1.N]

I am not a native English speaker so I may not write very clearly. I had the same problem today, I logged out of my google account and all progress was reset. I couldn't log into my account again, but after completing 1 battle, I logged out of the new account I was given and logged back into my google account through settings and my progress was back. Maybe this will help someone. I had a google subscription in my steam account

[Raster]

I worked in player support in games for years before I transitioned into design. It's common, when asked for information to verify account ownership, for players to get mad, defensive, rude, etc, which just results in their ticket being closed. Support agents are people, too.

Some tips:

1) As OP said, provide everything asked. This is to protect YOU. They don't want to give your account to the wrong person. They're not calling you a liar or trying to disprove your claim. Their job is to help you, and if they're anything like me, they enjoy getting people back in the game.

2) Send ONE reply to each reply they send you. For a lot of support queue software, every time you send in another reply or a bump, your ticket becomes "newest" based on last reply, and you throw yourself to the bottom of the list. It may also trigger spam filters and get your ticket rejected if you keep replying with "hello?" "I've been waiting two hours" "is there a human there?"

3) Remain CALM. Getting agitated means the agent has to spend time getting you to simmer down and focus up, as they can't work well with you if you're frothing. It shifts the focus to your anger and it will take longer to get your issue resolved. If it gets really bad, the agent might apologize for being unable to help and close your ticket to protect their own mental health. As much as we might like to help, no job is worth abuse.

4) Be clear and concise. Only provide the details they ask for. Long paragraph explaining how disappointed you are, how you got to this place, how you're feeling, aren't relevant to the situation. Keep it clear and clean and professional.

5) Remove the word "compensation" from your vocabulary temporarily. Once the problem is resolved, if you have beef or want compensation, you can ask about it then, if you're not at fault for the issue. I've had people come in demanding compensation without even telling me what the problem is. That's like telling me you want your carpet replaced when the water main broke and you're still flooding. Focus on helping them get the leak handled, then you can ask about your carpet.

6) Understand that a lot of your initial conversations will be handled by an AI agent before getting passed off to a real agent. Don't rage at the bot. Answer its questions. If it can't resolve your issue, and it will try to to an almost aggressive degree, you'll end up with an agent eventually. This is because support departments are underpaid, understaffed, and underappreciated, and even the worst game you've played gets 1k tickets a week. If you get snarky with the bot, or angry, the agent entering that conversation is going to have to work harder to help you. And gamers tend to be extremely easy to set off, so try to be the exception to the rule.

Good luck!

[TribalSage]

Originally posted by S.L.1.N.:

I am not a native English speaker so I may not write very clearly. I had the same problem today, I logged out of my google account and all progress was reset. I couldn't log into my account again, but after completing 1 battle, I logged out of the new account I was given and logged back into my google account through settings and my progress was back. Maybe this will help someone. I had a google subscription in my steam account

The information in my original post is for people who haven't linked their account. For those who have already linked hopefully this will help them. Thanks for adding the information. :)