48 replies to this topic

[exxcaliber]

How do I recover my Hero and keep playing?

[Astral]

You will have to send a message to support  ----- http://support.herozerogame.com/

[TheAmazingLady]

You are not alone in this situation.

[sparky1]

I have the same problem they have now closed ticket & sent a message to support over 24 hours ago,

they have closed the ticket & told me it will be reopened on the message post, i then sent a message over 8 hours ago asking where do i find message post with as to yet no answer, so can anyone tell me where the message post is.

Thank you

sparky1

[Lacatus]

Check your mail. There r all details.

[sparky1]

The only message i can find is a link to support is that where the message post is?

[TheAmazingLady]

The message I received was:

 

We are aware of the problem reported. We are currently working on fixing this issue, however at this time we are unable to provide a timeframe for it being fixed. Thank you for your patience.

 

We are truly sorry for the inconvenience and we hope you enjoy our game.

[sparky1]

I had the same message to begin with then it changed to, ticket closed & to be reopened on message post

[TheAmazingLady]

The first I heard of this was when I tried to log in on Nutaku.com. Without notice or any recourse - nothing on facebook or their discord channel. Not impressed.

 

Hard to enjoy a game you no longer have access to.

Edited by TheAmazingLady, 15 April 2018 - 08:58 AM.

[sparky1]

Yes that is how i found out, it is really bad of Nutaku not to give any notice to give you chance to change things, iv'e been playing the game for over 2 years & never missed a day,now i will lose the reward i would have got for logging in every day

[sparky1]

I have now received a message from support saying they don't fully understand my problem & could i give more details  

[oedi]

Very Disappointing that we got no notice however maybe it was HeroZero that cut off Nutaku.  Couple be people were using that to hack for free doughnuts who know.  Still not very impressed as we got no notice

 

TheAmazingLady i hear you got your account back.  My ticket is still closing with "Even it is closed, we are able to inform you using this ticket when the issue is resolved."  Any advice you can give us?

 

Oedi.

[TheAmazingLady]

Sadly, I am still locked out. I was able to get in on the day but only briefly. Once the session had expired I couldn't get back in.

 

Like everyone else, my ticket is closed but they say they are working on the problem but don't have an ETA.

Kind of silly to close the issue when it hasn't been resolved.

 

I can't give any advice except for keep bugging Support and Nutaku. Let Nutaku know just how displeased you are with the situation. The squeaky wheel get the grease. 

 

Nutaku discord: https://discord.gg/Aagd2y9

Edited by TheAmazingLady, 15 April 2018 - 11:10 AM.

[oedi]

Ya, I was able to play until my session had timed out as well.   TrinityFaith had thought you got back in somehow, she gave me some hope 

 

Ya it makes no sense to close the ticket if it is not fixed however that is one way to keep the "close ticket" stats looking good.

 

I am sure part of the problem is HeroZero not get the email address from Nutaku just some kind of ID so while it is easy to work out the accounts that are having a problem it might be hard to match them to people saying they want their account back.

[sparky1]

As they have my name, email address, hero name & team name i would have thought they could have sorted it out by now because it is almost 40 hours since i reported the problem

[oedi]

As they have my name, email address, hero name & team name i would have thought they could have sorted it out by now because it is almost 40 hours since i reported the problem

 

They might not have the email address that goes with your hero so they have to decide to trust what you are saying or wait for Nutaku to give them a crosswalk of some kind.  We are not trying to steal account however they could be worried that people might be doing that.

[TrinityFaith]

Sparky1 very recently hit me in league, so I genuinely hope they got this problem fixed. Furthermore, for the day streak, I hope HeroZero somehow figures out a way to make that up to you.

 

If you see this Sparky, can you please share how you got your account back so the others can follow suit?

 

Thanks so much!

[sparky1]

I'm not sure it is fixed as i'm on my work computer which i hadn't signed out from Nutaku, when coming on here it didn't ask me to sign in using my email & i got straight in just like it did on my home computer the first time i tried, i didn't get the problem coming up until i signed out on my home computer & then tried to sign in, when i tried my home computer this morning before work it was still not working but i hope it is fixed when i go home.

[oedi]

Given that you are still using Nutaku to login and Nutaku still does not support the game it will not be fixed when you get home.  What we need is HeroZero to set it up so we can login to their site directly or Nutaku to re-host the game.  In till once of those two things are done we are SOL.   My understanding is Nutaku is not going to start to rehost the game so we are left with HeroZero to give us access to our account.

 

I would send an in-game ticket as that might create a better validation that you own the account.

[sparky1]

Good idea i will try that