74 responses to “Update: Pink Brian and Facebook Glitches

  1. I have also been unlinked to my FB acct when i wife went to switch users about 2 weeks ago and i sent an ingame text…tonight i got a reply that basically said, too much time had passed since you first sent in your request so they can’t help me…If i wanted I can re Queue and start the waiting process all over again. Kind of disappointed about the whole process, i know it takes time but that reply was unacceptable

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    • It sounds like you got the generic reply as they phase out all the unnecessary emails to allow ONLY those with issue to remain. You are not starting over…you are just continuing to save your place in line. Make sure you reply it.

      The reply is generic and EVERYONE gets it. Very standard. It helps YOU as it cuts out all those that don’t need help anymore and pushes you even closer to the front. Think of it this way…replying to the email puts you from General Admission to VIP.

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  2. Hello, I wrote in about two weeks ago with the Facebook/loosing game and bringing you back to level 1 glitch. Well I looked everyday on this site to see if there were updates and if any news was available. I took bunny’s advice best I could, again thank you, of try to be patient they are working on it as fast as they can. I saw other peoples frustration of knowing nothing and had my own as well, I just wanted to know had the issue been resolved for anybody. That being said, If everyone is not playing yet, I thought I’d let people know that tiny co is working on them, I finally got back on and playing in Quahog as of yesterday. I hope everyone will be too. The game is great and I definitely have an addiction to the game and now here. Love the site.

    Liked by 1 person

  3. I’ve done everything to try and visit friends. App updated. Force close. Restart. Still when I click it says “login to Facebook” I’m already logged in. My account is linked to my game. My fb permissions are set to on for this game. I have contacted TinyCo with no response. I haven’t seen any news on it here or their fb page. Very annoying. A few clams a week adds up. I have also bought clams so I’m not a freemium player. But this is getting old.

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    • I know it is hard. The issue is so odd. They HAVE sent patches, but players still are showing here and there with issue. Just send a follow up to them if it has been over a week since you heard from them.

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      • Hi. I just wanted to say that I have the same problem with fb and definitely logged out. I did not unlink my account. It happenede after I git slutty Meg. I got kicked out of the game and couldn’t get back in. So I logged out. This is when everything started.

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      • In my experience, emailing them doesn’t help. πŸ˜› I know, I know, it’s not the same issue I’m having. Just have to poke some fun. πŸ˜‰

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  4. Good afternoon. Thanks for all of your helpful info on this site.

    Just wanted to see what the latest news was on the Facebook issue. I lost all progress on October 4, sent numerous emails and have not received a reply.

    Any help greatly appreciated!

    Liked by 1 person

    • They are getting through tickets as fast as they can. Each one is one on one basis so it will take time as no two games are the same.

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      • Do you know if anyone from this site has had their game successfully restored that was linked to Facebook?
        If you have a dialog with TinyCo please suggest to them to communicate with all customers with this problem with a status update. Thanks

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        • See my other response to you…

          They are most definitely restoring accounts as fast as they can. Hang in there. πŸ˜‰

          Things like this very post you are on are one of many ways they are communicating. So it speaks to thousands at once.

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    • Warning! Just venting a bit here.
      I lost my progress on September 26, and I haven’t received a reply either. The only reply I got was the standard email they sent to everybody on October 6, telling me they couldn’t answer my ticket due to focusing on the tickets from the last 7 days. I’ve sent them 2 more emails after that with not a single reply. I may be very negative here, but am I the only who thinks that 22 days without a single personal reply or even a sign that my ticket has even been read is way too long? I do realise they have a lot of tickets coming in every day about everything and nothing, and that they are focuing on th bugs that are being reported, but I doubt the majority of their team is fixing the bugs and that only a few are doing the one to one support. I have no idea how they group or categorize the support tickets, but if they group the Facebook/lost progress tickets they could have one single person of their community team just reassure people that their ticket has been received and that they will get support. In my opinion, it’s nice that they can utilize Bunny, Alissa and this site to get the news and info out to the users, but not everybody who plays visit this site. So for those users who have no idea what’s going on with TinyCo, they should probably give them a response to their ticket and not wait 3 weeks or a month or however long it takes before they get it fixed. It’s the total lack of information from TinyCo personally that I am disappointed over. Let’s say that you lose your internet connecton at home and contact your provider. Would you be at all satisfied with waiting over 3 weeks, not getting a single response from them, not knowing if and when your issue will be resolved, not being able to talk to them directly and having to read about how they’re fixing other peple’s problems from a third party forum? I think not. I’m actually a pretty positive guy(believe it or not :P), but I think they’ve handled the users who lost their progress very poorly. It’s great that they are fixing bugs and helping the users who aren’t able to play the game at all, but it just feels like they’re paying less attention to the users with the lost progress issue. I think I’m one of the first people to report this issue, at least from what I saw on TinyCo’s Facebook page and this site, and I think it’s strange that absolutely nothing has happened with my ticket yet. I’m trying to stay positive and patient, but it gets harder for each day, and pretty soon month, that goes by with absolutely no info or contact from TinyCo.

      Liked by 1 person

      • I understand your frustration, But I also do see it on their side too.

        First off let me inform you this is most definitely on priority to get players back into their games. They are working diligently on the issue, but it does take time to put a players game back together.

        The auto messages serve a very good purpose. Some players message in about anything and everything before check a few simple items in their games. This causes a massive backlog of messages that have to be “filtered” out due to they are not really issues and the player figures or finds them out almost immediately after sending the messages. The auto clear of them helps to rid the flood of those non issues and keep only the ongoing problems there for them to focus on.

        If you ever get an auto email, reply back right away to that auto message and it alerts the team that your issue is NOT fixed and the ticket gets pushed forward to the proper department.

        I do know it is frustrating. I get that. They utilize social networking due to if you are out of your game, can’t see anything in your game, what good would an in game message do? They are doing all they can as fast as they can, but they are still just a group of employees trying to fit the needs of MILLIONS of players. Taking time to individually respond to the amount of emails they get daily…that would not only be impossible…but it would take that hour, day, week, month, or w/e time loss away from more urgent matters…such as repairing players with downed games like yourself. They have no choice really but to respond in mass as it will get info to millions vs one at a time times a million.

        Hope that all makes sense. Seriously just hang in there. They are working hard. We saw this with our own eyes. Make sure you respond to those auto emails. πŸ˜‰

        Liked by 1 person

      • I never even received an auto response, or mass email from TinyCo.
        How do I know my ticket was even received?

        I tried contacting them in game, from their corporate website, and from their Facebook. Zip nada nothing.

        There are companies much larger than them, with more customers, who at least manage some type of response.

        No excuses for them.

        If they have a ton of tech support tickets it’s because their game was rushed out the door without adequate testing and/or poor programming.

        Auto response systems for trouble tickets are plentiful, including free ones.
        If they are swamped with tickets, they should hire temp IT help, agencies are plentiful.

        Also, they are making things worse with no communication because people like me end up sending in multiple tickets for the same problem when they don’t receive any info back.

        As a web developer I can tell you that the players game info is probably stored in a database. The database query to find out such info would be pretty straightforward. Something like UserID OR DeviceID = # AND GameLevel > 1, would probably find the last correct game save. Even if they didn’t have your UserID or DeviceID they should be able to use your login name. A restore shouldn’t be that hard to do.

        I agree with other players on this site, this issue is receiving none to little priority, unless I hear otherwise straight from TinyCo.

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        • Contacting them via Facebook will not help. It’s not monitored by tech at all. You need to go through your game or email help@tinyco.com.

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        • My game is finally fixed, 21 days after I first sent in for tech support.
          Actually they broke it after they restored it, with a Load Error – Invalid Wallet Data. It took a separate support ticket to get that fixed.

          I wanted to warn other players who have had their game restored, my restored game was unlinked from my old Facebook save account. I found this out after trial and error. When I went to load up my restored account on another device it said my Facebook save was only at level 1. I checked my restored game and it said I was logged in as “Guest”, and not as my Facebook user name like it was before. So I created a new username with an email address and saved my restored game to there. Then when I logged in with another device using the new email username it found my saved restored game. It’s just as well, I don’t want my account linked to Facebook anymore. This isn’t the first time I have had problems with this game and its use of Facebook.

          Of course after missing 3 weeks of this timed event, there is no way for me to catch up.

          The communication from TinyCo about this whole thing was terrible. All they had to do was send an email saying my game could probably be restored but it was going to take at least 3 weeks. Then I could have chosen to be patient, or I could have made the decision to start the game over or just to give up and uninstall it. But instead I was in limbo, with no idea if my support ticket had been received. Reading the other posts on this thread, most other people were also upset about the lack of communication, more so than the tech problem itself.

          Because of this incident I have decided not to put one more cent into the game, because I don’t feel I should support poor customer support with real money. I am Freemium from now on!

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  5. The Facebook thing is bull. My wife’s went back to level 1 and she never logged out or unlinked anything. Just another excuse for a failed feature.

    Liked by 1 person

    • I am sorry you feel that way. It was something they did not anticipate happening. The fact they are working as hard as we saw them working and continue to in order to resolve it really impresses me.

      I know it is frustrating to not be able to play.

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      • I’ve been emailing TinyCo about my lost progress and they just responded with the following email. Doesn’t sound too encouraging.

        Due to recent heavy Support volume, the TinyCo Community team is focusing resources on new tickets from the past seven days. We will continue to target both existing and new bugs as they arise, focusing on broad fixes that improve the experience for as many players as possible.

        However, as a result of this focus, we will be unable to answer your ticket. If your request is a billing issue, please reply to this message with the purchase details, and we’ll make sure it gets seen. If it is a crash issue, please let us know when the crash occurred, and we’ll make sure it gets fixed in an upcoming update. If you are otherwise unable to play the game, or if your issue requires a customer support action, please let us know.

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        • As we point out in our post…you need to respond to this auto email if you still have an issue. The reason for this is to weed out those that wrote in too soon and issue was fixed or they just didnt notice something they wanted to ask about and figured it out.

          Reply right away to the auto email and stay on the tech support queue. πŸ˜‰

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  6. if we didnt get the jackolantern because we hadnt unlock brian, should we be able to start the quest now? or is it too late?

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  7. Is the perfume factory supposed to disappear when you collect all 4 rounds of bottles? Mine did.

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  8. So I am curious as to whether or not anyone else has been having this problem themselves or if you ha e heard of it being reported. I had Brian unlocked before the Pink Brian event started, but the jack O’lantern never spawned in my town at all. Does this mean I did something wrong or…? I reported it to TinyCo but have not heard anything back from them. I still want to get Pink Brian. Are there any options for me to do so? I don’t even see him in the costume shop for me to purchase… Help!

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  9. Am I the only one not seeing pink Brian.

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  10. Haha lol tinyco sent my brother here I already know about this site before he did tinyco must have some respect for you

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  11. Good to hear that they’re acknowledging the Facebook problem. πŸ™‚ I’m 99% sure I didn’t press any “unlink” button before my progress was reset. I sent in a ticket on Sept 26, and I haven’t received any answer within the app, but that may be due to me uninstalling av reinstalling the app, making the original ticket gone from the app. πŸ˜›

    The same day I sent them an email informing them about my issue. On Monday October 6, 6 business days later, I received a reply from them saying:

    “Due to recent heavy Support volume, the TinyCo Community team is focusing resources on new tickets from the past seven days. We will continue to target both existing and new bugs as they arise, focusing on broad fixes that improve the experience for as many players as possible.

    However, as a result of this focus, we will be unable to answer your ticket. If your request is a billing issue, please reply to this message with the purchase details, and we’ll make sure it gets seen. If it is a crash issue, please let us know when the crash occurred, and we’ll make sure it gets fixed in an upcoming update. If you are otherwise unable to play the game, or if your issue requires a customer support action, please let us know.”

    Apparently they have not read my e-mail since I clearly stated my progress was reset and, by their answer, seeing as my email was sent longer than 7 days ago, they can’t answer my ticket. They also wrote that if I couldn’t play the game, I should let them know. I therefore wrote them back, letting them know that my progress was still missing and that there no longer was any game connected to my account. I really hope that I’m not getting pushed further back in the queue due to the Community Team not being able to answer my ticket. I’m afraid I’ll miss the first weekly challenge in the event due to the delay and then be unable to get the Ecto-1. If that happens, I’m going to be really disappointed. 😦 I hate to be so negative, but I have missed out on Pink Brian, Kool-Aid Man and a lot of Ghostbusting due to this problem. I was two candies away from getting Pink Brian, and I had 8 days or so to spare when it happened. I know I can buy the two candies now for 30 clams, but I feel I shouldn’t have to. 😦

    Enough negativity, thank you for reporting these news to us, Bunny, and thank you for such a great site and community! πŸ˜€

    Liked by 1 person

    • Me and Alissa work hard to make this place as helpful as possible and we both love doing it. πŸ˜‰

      The email is standard as many players tickets flood in over n over on the same issue…like a temp glitch that is fixed within an hour. This makes a LOT of messages obsolete. So to help them get to issues like yours much faster, they do an email wash out to eliminate those simple fixes that may have been player error and leave space and time for focus on the REAL issues. Many companies do this. Most, just may not bother to tell you. I am glad they inform their players when they do.

      You were right in sending another message, just give them time. They really are working hard and focusing on getting these games back up. It is not easy to track a game no longer linked to an ID. So…find a staple in a million haystacks becomes the task for every single player that unlinked the game. A lot of work and time, but they won’t give up trying to locate them. Just hang in there. πŸ™‚

      Liked by 1 person

  12. Thanks for the info on the Facebook issue, this happened to me Saturday morning and I cr@pped my pants lol. At the time I didn’t know what I did, but I lost my level 50 game and somehow my account was now linked to a level 1 game. I messaged TinyCo straight away, but nothing back yet, which is understandable with the event and all. I can play my level 50 game but I cannot link it to my Facebook account cos when I try it says that account is already authorized, I click ok and it takes me back to the same screen, so atm I can play but no way of saving my game. Loving the event tho and all your hard work guys πŸ™‚

    Liked by 1 person

    • Just do me a favor and take a SS of your Player ID so in case anything causes you to not be able to continue, you have it handy. ALWAYS keep it handy. It is how TinyCo can easily find your game progress. Menu, Account, Long number lower right side

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      • Thanks Bunny, screenshot taken πŸ™‚ I have also added the number to my in game mail to TinyCo.

        Just to add a little more info, I was playing the game on my iPhone when I lost my game and somehow it started over with the video intro etc. I am also pretty sure I did not click any unlink button? I managed to get my game back by opening the game on my iPad, it was how I had left it (Sooooo lucky), but it was not logged in, so I had lost my neighbors, but not my progress. When I try to log in it says ‘game is already authorized’ as I stated above. So basically I can play the game on my iPad but not on my phone as my phone is locked to a level one game with my Facebook account. Any way, I understand they are busy, so the fact I can still play my game is a bonus πŸ™‚ thanks again for the reply.

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    • Happened to me also, I am back at level 1 on all devices. Sent in a support request 6 days ago, with no response at all. Most companies will at least give you an autoresponse or a trouble ticket number. I have no way of knowing if my message was received. I would at least like to know from them if it is even possible to restore my game. If not, I will uninstall it.

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  13. HisNameisJames(quagmire's cat)

    Do they need the account number of your game to fix the facebook issue? Or do you think they could get your game back just using your facebook account? (*Crosses fingers*)

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    • Honestly, I do not know. Player IDs are always a HUGE help as they make it easier to track the game. I just know that it is gonna be a bit to resolve. Hang in there. πŸ™‚

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      • That is just bull. I’m sorry, but this is a huge issue and should be a #1 priority for them. People can’t play and will miss these times events. It’s a complete joke.

        Liked by 1 person

        • Jason,
          I agree with you completely.
          The fact that they won’t even bother to send any communication at all really gets me. Something like “your request was received and we anticipate 3-6 working days to fix your problem” or “we are unable to restore your account” would be nice.
          Communication with customers is crucial.
          And since I have spent real money on this game I consider myself a paying customer.

          Like

          • I can understand what you are saying, but allow me to interject with a look from the OTHER side.

            You have over 50,000 messages come in…so…do you spend the next four weeks personally responding to each and every single one of these issues…or…do you focus instead on getting a patch to help ALL 50,000 players at once…push the patch…then announce on your main social sites the patch to fix it is out? (Keep in mind in the meantime MORE comments on a ton of other things are coming in and every single one of those players want an individual response too.)

            It seems like an easy and simple thing to do to just “drop an email”, but not at that level. Not with the amount of people writing in about anything and everything. (We see it here too. Some days are harder to respond as fast as others depending on the workload, the comments, and the time it takes to research each and everyone.)

            Speaking to them last night and today…this WILL be fixed. It is just VERY intensive and takes a lot of focus and work. Please hang in there and they will get to you as fast as possible.

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  14. Um quick question. You know how when you finish collecting the colognes the fragrance factory goes away. Well it did for me and I gotall four bottles earlier today, and when I looked back in the shop I found it again so I bought it and now I am able to make more again. Is that supposed to happen or no?

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    • Very interesting. I will have to look into it further. They are still working on the whole Factory glitch right now, so just be careful your new one doesnt crash your game when you tap it.

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  15. Debating whether or not to buy that one elusive pile of candy that failed to appear for 3 days… does Pink Brian actually ‘do’ anything or just usual Brian tasks just coloured pink?

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  16. My wife is happy about Pink Brain =). She missed 2 candies from the first time. Now is all good.

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  17. I now have a issue where I just released Diane Simmons from the grave and I tried to craft the electric ball and it’s saying I don’t have enough stuff but I have everything to get both it and chubs. Plus I have the facebook issues and I am not unlinking facebook. Finally the pink Brian quest stuff is making me sad because I unlocked Brian with 2 days left of the quest but no candy dropped, so they are saying even though I had the quest but didn’t get any candy I can’t get him….. -insert super sad face of doom-

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  18. I collected all but one red candy during the normal course of the game, which did not appear on either the 3rd or 4th October. I contacted EA but, surprise surprise, have heard nothing. But I can spend money to buy the final red candy, oh yes!

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    • If it is a wide spread issue, it is easier for them to send a patch then compose one on one emails to hundreds of thousands of players. THIS is there answer…in group form. πŸ™‚

      Like

  19. I’m still being logged out of Facebook every time I close the game. And even when I log back in each time, there is 1 friend who crashes my game each time I try to visit. I saw a previous post where you said the Facebook thing was a known problem and we would have to contact TinyCo so they could fix it. I contacted them on October 5th but still haven’t heard back. 😦

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  20. So is Pink Brian ONLY available if you collected candy during the previous event? I unlocked Brian at the very end of the event, but I never saw any candy to collect. I figured it was because I unlocked him so late. Now they’ve brought him back and I’d really like to try to get him, but he isn’t showing up at Al’s. Any thoughts? Great job too Ladies!

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  21. Anytime i click on the Fragrance Factory my game completely freezes and then i have to restart my phone. I’m on the latest version of android. Anyone else having this issue or know a way i can fix this?

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  22. Has any body been able to purchase clams in the past couple of days? I keep trying but there are no prices under the clams it says “wait”.
    Is a promo coming up or is something wrong? I emailed tinyco but haven’t heard back yet. Just interested to see if I’m the only one πŸ™‚

    Like

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