Updated 27th July, 2018:
Our server infrastructure team has identified and fixed a bug which was causing the trophies to drop to 0 due to player data not being able to be found and instead loading in blank information. This has now been corrected so players should no longer be seeing this issue.
We have returned all player trophies who have reported the issue via the form. If your trophies were not returned and you filled in the form, please fill in the form again and make sure you have provided us with your correct Gamertag as we cannot find your game data unless you send us the exact spelling of your in-game name. Please raise a ticket or fill in the form again so we can investigate your trophies. https://bit.ly/BattleAgesForm
Additionally we are aware that the Clan Leaderboards are not correctly calculating the totals for top clans. This is currently being investigated and will be fixed in a future update.
If you are experiencing any other issues, please raise a ticket with as much detail as possible so we can investigate.
We've released a hotfix patch on July 10th, 2018 on all platforms to resolve some of the issues players are currently experiencing.
Players should receive fewer disconnections overall.
If a disconnection error is received during battle the game will either:
- return back to the end of that battle and award the trophies and coins from the battle
- return back to your Settlement, but you should still have the same troops trained from before the battle
This is dependent on where the disconnection happened during the battle upload process.
What's not included:
Trophies can still drop to 0 due to an error in loading player data which is still being investigated. An automated tool is run every 15-30 minutes to detect most players when this occurs. If you've been detected you may receive a disconnection message while playing and need to re-login to the game.
If you've not been detected and your trophies are still dropped after a day or more be please fill in this form https://bit.ly/BattleAgesForm The support team is working through the list fixing up players as quickly as possible.
Additionally, if you have raised a ticket, please do not raise multiple tickets, as this may delay our ability to respond to everyone as quickly as possible. We are currently experiencing a very large influx of tickets so tickets may take longer than expected to answer.
Many thanks for your continued patience about the above issues.