Account Recovery Procedure

This article includes: 

• Guidelines on what to look for once a Lost or Compromised Account has been located
• Instructions on how to recover a Lost Account
• Procedures regarding how to solve Compromised Account cases.

Related Educational articles: 

• Edu: Account Recovery Information 
• Edu: Pandora Tool 

Summaries

Compromised Account Check and Eligibility for Recovery Summary

General Account Recovery Rules

Compromised Account Eligibility Rules

General Account Recovery Rules

• We do not recover a Target Account for a Requester Account that is currently compromised.
  • If the Requester Account was compromised before but is now clean (this includes a recently recovered Compromised Account): 
    • if the previous compromised sessions do not complicate the account investigation, asking the player to contact us from a clean account is unnecessary. 
      • E.g., if RA was compromised and recovered to device A, and device A is now reporting a lost TA, there's no need to request contact from a clean account if the same ownership is confirmed.
    • if the TA is protected, we assign the ticket to the Account Check Bot.
• We always give players the option of securing the compromised RA first before continuing with their initial request, with the condition that the RA is eligible for compromised recovery.
• Protected Accounts can only be recovered using any of the available Account Check Bots.
• We do not lock Protected Accounts.
• We do not lock the compromised account if there is no relation between the RA and the TA. This ensures that we do not accidentally lock an account that does not belong to the claimant.
• We do not issue phishing suspensions/bans. 
• We are able to recover multiple accounts within the same ticket. Refer to the Player Requesting Multiple Accounts tab for more information. 
• For stolen competitive accounts, the T&S Fair Play team may issue a compromise suspension to prevent further damage. If the requested TA is suspended for this reason, proceed with the regular Account Recovery Procedure. 
• As of 21/01/2025, we do not escalate account trading/sharing cases to the T&S team anymore. For more information, refer to the Account Trading and Sharing article.

Compromised Account Eligibility Rules

As of 10/12/2024, a single compromised recovery per rolling year is allowed. If an account was recovered within the past year, the recovery request is denied.

General Rule

Non-Protected Accounts can be recovered from being compromised once per rolling year. There’s no limit to lost account recovery, even if the account was recovered from being compromised before. This applies to all players contacting us through in‐game.

Procedure Summary

1. Is the Requester and/or Target Account compromised?
   • Yes: Make sure there is a Support Note on Pandora mentioning compromised with the ticket link if there isn’t one already and proceed to Step 2.
   • No: Proceed to Step 3. 
2. Did the player admit to buying/selling the Target Account?
   • Yes: Follow the instruction in the Account Sharing and Trading article (- Player admits to buying/selling the account)  
   • No: Proceed to Step 3.
3. Depending on the initial request and the Requester/Target Account’s status follow the appropriate tab.

Account Check Bot Assignment Summary

General Rules

• We always assign tickets to an Account Check Bot when there is no ‘Rule Evaluation Results’ Private Note.
• The account is protected.
• The player hasn’t interacted with any AR bots for the current request.
• The player contacts us from a Locked Account and the ticket hasn’t gone through the Account Check Bot.

Procedure Summary

1. Is the account protected? If yes: proceed to Step 4; if no: proceed to Step 2.
2. Is the account compromised? If yes: lock the account if necessary and proceed to Step 3; if no: proceed to Step 3.
3. Are there any ‘Rule Evaluation Results’ Private Notes? If yes: proceed to Step 8; if no: proceed to Step 4.
4. Update the CIF with the Target Account ID.

Note: If issues arise with the bots, report to a Tools Champion.

Risk Level Procedure Summary

Risk Level Check Rules

• We perform a risk level check when a ticket is assigned to an agent from an Account Check Bot or when an open AR ticket is reassigned.
• We follow the procedure for the highest risk level within the same ticket.
• If our handling changes abruptly, we inform the player.

Standard Risk

Yellow Risk

Red Risk

Scenario	Procedure Summary
Lost Account	Investigate using our tools. Depending on the tools, you might: recover the account decide it’s an inconclusive scenario assign the ticket to BOT Reject - Phishing request for a copy of the receipt or the ID of the transaction. Proceed to Step 3. escalate the ticket to GMs for a second opinion. Can the player provide any of them? Yes: recover the account. No: depending on the scenario, you might:  assign the ticket to BOT Reject - Phishing,  decide it’s an inconclusive scenario, or HD only: perform a soft recovery.
Compromised Account	Investigate using our tools. Depending on the tools, you might: recover the account assign the ticket to BOT Reject - Phishing request for a copy of the receipt or the ID of the transaction. Proceed to Step 3. escalate the ticket to GMs for a second opinion. Can the player provide any of them? Yes: recover the account. No: assign the ticket to BOT Reject - Phishing.

Scenario	Procedure Summary
Lost Account	Are there any matching devices and IP addresses? Yes: Proceed to Step 2. No: assign the ticket to BOT Reject - Phishing. Is it a paying account? Yes: Proceed to Step 3. No: recover the account. Can the player provide a copy of the transaction receipt or the transaction ID? Yes: recover the account. No: assign the ticket to BOT Reject - Phishing.
Compromised Account	Can you identify when the TA became compromised? Yes: Proceed to Step 2. No: assign the ticket to BOT Reject - Phishing. Do the accounts have matching devices and IP addresses prior to the account compromisation?  Yes: Proceed to Step 3. No: assign the ticket to BOT Reject - Phishing. Is it a paying account? Yes: Proceed to Step 4. No: recover the account. Can the player provide a copy of the transaction receipt or the transaction ID? Yes: recover the account. No: assign the ticket to BOT Reject - Phishing.

Step	Action
1	Do you think the account should be recovered regardless of the risk assessment? Yes: Proceed to Step 2.  No: Assign the ticket to BOT Reject - Phishing.
2	Use the FAQ example UP - Escalate/Put on Hold (General).
3	Leave a Private Note according to the Private Notes Guidelines article (- Essential Components).
4	Escalate the ticket to the GMs.

Recovering an Account

Note: When requesting an email address for recovery, inform the player that a verification code will be sent.

Recovering a Lost Account

Recovering a Compromised Account

1. Check if the Target Account is protected; if yes, assign to BOT - Account Check.
2. Update the CIF with the Target Account ID.
3. Evaluate eligibility for Recovery Bot; if eligible, assign to BOT - Recovery; if not, request a new email.

1. Investigate using our tools and confirm account ownership.
2. Request transaction receipt or ID if needed.
3. If confirmed, update SC ID and assign the recovery ticket.

Others

Supercell Store Ineligibility and Unactivated Season Passes

Follow the appropriate tabs if the player has unactivated season passes in their inventory or is marked as Ineligible for the Supercell Store.

Note: For eligible accounts with Account Protection enabled, season passes are automatically transferred.

Unactivated Season Pass in Inventory

Account Marked as Ineligible for the Supercell Store

Step 1: Go to the Supercell ID page and click the Inventory tab.

Step 2: Click the ‘Revoke’ button and fill in internal details.

Step 3: On the new account, click the ‘Donate’ button to transfer the season pass.

Inform the player that their Season Passes have been successfully transferred.

1. Secure the account with the new email address provided.
2. Escalate the ticket to GMs to transfer the ineligibility status from the old account to the new one.

Other Scenarios

Player Requesting Multiple Accounts

Email Address Scenarios

Target Account Scenarios

Step 1: Ask the player which accounts they’d like us to recover first.

Step 2: Follow the regular Account Recovery Procedure for the first account, then update the CIF for subsequent accounts.

• If the provided email is attached to another account, use the corresponding FAQ response.

1. For recently accessed Target Accounts, check if the TA is compromised and if the Requester and Target are related; if not, deny recovery.

Hay Day: Soft Recovery

Eligibility Rules

• The correct Target Account is found.
• The Target Account must be inactive for a minimum of 1 year.
• The Target Account’s value spent must not exceed USD 1,000.
• If the Target Account has a SC ID attached, it must not have other game accounts linked.
• The investigation leads to an inconclusive scenario.
• No previous soft recoveries have been granted for the same Requester Account.

Procedure

1. Check if the request meets all eligibility rules.
2. Leave a Private Note in the ticket.
3. Insert the tag "ar-hd-soft recovery".
4. Leave a Support Note with the Target Account ID and ticket link.
5. Proceed to the (4) Recovering an Account dropdown.