Maybe everyone who takes care of our game has been on holidays until now, but here’s another EA letter to an Android player. This time it’s to a player who has been getting the “cannot connect to the server” message for some time now. For long-time Apple players, this was something we saw a lot of last year – and, thankfully, this hasn’t been much of an issue this year. But for Android players, of course, this is something new:

Hello ,

Thank you for contacting Electronic Arts, my name is ****** and I will be assisting you today.

Being an Android user myself I can safely say this is not happening to everyone, so we know its most likely related to the device.

I don’t believe this is related to a known issue, but on Android the game is tied to the device, not an account. I can really only offer a few suggestions to resolve this.

1. Delete the application from the device completely and reinstall it.
2. Factory restore the device and then reinstall the app.

If those do not resolve the issue please let me know the results of each step. I apologize I can’t just fix it for you right now, I really hate it when I can’t assist our amazing customers, and I know exactly how frustrating this can be.

If you need any assistance in the future, please check out our extensive knowledgebase at help.ea.com. We also just launched Answers HQ that brings the EA Community together to offer help to those in need. Check out the link below: http://answers.ea.com/

Regards,
******
Tier 2, Games Specialist
Electronic Arts.

If any of the advice above helps anyone, please let us all know. I hope EA continues down the path of the last couple of days of communicating on these kind of issues. It’s a great game and improved customer service, as EA have been promising we would see this year, would make it even better.

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