Missing Troops or Resources
Our team frequently receives tickets requesting help searching for rewards that are missing such as:
Chest Keys
Troops
Gems
Gold
Traitstones
Each time the team receives a ticket like this, we'll check your account logs. These are the logs recorded from your game to our servers. They detail actions, purchases, or choices you have made in the game, and show the number of resources deducted or earned.
Causes of missing rewards
After checking these logs, in 95%+ of support tickets received about missing rewards, the players contacting had spent the resources.
It is common for players to have spent large amounts of Gold on upgrading their Kingdoms, used Traitstones to craft other Traitstones till they have none left or spend Gems on Chest opening after they have ran out of keys.
As for Troops, it is also common for a troop to be transformed or summoned in battle and mistakes for a troop that the player then owns.
Other missing rewards were caused by rare, large server issues that affected a large number of players, in which case, general global compensation will be sent out.
How can I get help for missing rewards?
Contact support with "Missing Rewards" selected. Before reaching out, make sure to check if you've spent the resource or item.
Please let us know:
Your invite code.
Where did you earn the Troop/resource?
When did you earn it (as exact a date as possible)?
When did you last use it?
This will help us look into the issue.