LORDS MOBILE

ACCOUNT LINKAGES
 LORDS MOBILE 4 TYPES OF VERSIONS

ANDROID (AND) APPLE (IOS) AMAZON (AMA) STEAM (WS)

LORDS MOBILE SPECIAL LINKAGES

WECHAT (CN) IGG ACCOUNT HUAWEI SAMSUNG

 ANDROID LINKAGES

Gmail: Used to access Facebook: Used to

your account from any access your account
Android Devices (AND from any type of
to AND) platforms/versions
(AND to iOS/AMA/WS)

GMAIL FACEBOOK
 iOS LINKAGES

Game Center: Used to Facebook: Used to

access your account access your account
from any iOS Devices from any type of
(iOS to iOS) platforms/versions (iOS
to AND/iOS/AMA/WS)

GAME CENTER FACEBOOK

 AMAZON LINKAGES

Game Center: Used to Facebook: Used to

access your account access your account
from any Amazon from any type of
Devices (AMA to AMA) platforms/versions (AMA
to AND/iOS/AMA/WS)

AMAZON ACCOUNT FACEBOOK

 STEAM/WINDOWS LINKAGES

Steam: Used to access Facebook: Used to access

your account from your account from any
Computer/Windows type of platforms/versions
(Steam to Steam) (Steam to
AND/iOS/AMA/WS)

STEAM ACCOUNT FACEBOOK

GUEST LOGIN

Guest Login: If the account is not linked to any

type of linkage (AND, iOS, AMA or Steam), the
account can only be accessed through the Guest
Login.

X: If it's under the guest login, player can only

access it from the device where the account was
created.
LO ACCOUNT
COMMON CONCERNS AND FAQ
HOW TO LINK ACCOUNT (AND)
GMAIL

Make sure to sync your preferred gmail on your device (Settings >
Account > Add Account > Google.
Open the game.
Go to Others > Account > Link Account > Choose your preferred
GMAIL Google.
 HOW TO LINK ACCOUNT (IOS)
GAME CENTER

Make sure to login your preferred game center account on your device.
Open the game.
Go to Others > Account > Link Account

GAME CENTER

Note: Once the account was linked to FB

first. The feature to link the account to
Game Center will be disabled.

We can file a change linkage request if

player wanted to link it to GC.
 HOW TO LINK ACCOUNT (AMA and STEAM)
AMAZON

Make sure to login your preferred Amazon account on your device.

Open the game.
Go to Others > Account > Link Account

AMAZON ACCOUNT

STEAM

Account created under Steam will be automatically linked to the steam

account used.

STEAM ACCOUNT
HOW TO LINK ACCOUNT (FACEBOOK)
FACEBOOK

Login the correct Facebook via Facebook app or browser in your device.
Open the game.
Go to Others > Account > Switch Device > Link (Facebook)
HOW TO CREATE A NEW ACCOUNT
You may easily create a new account by switching to a new or another linkage accounts (Gmail,
FB, Amazon or Steam)

Switching method is used to access a game account linked to the linkage account. However if no
game account is linked to a certain linkage account, it will automatically create a new account.

Samlple Steps:

Creating new account using FB

• Login the correct Facebook via Facebook app or browser in your device.
• Open the game.
• Go to Others > Account > Switch Device > Login (Facebook).

For other steps, please refer to 'How to Access Account' slides.

ACCOUNT INQUIRY
What is the email/facebook linked to my
account?

- Our end doesn't show any information related

to the email and password used by the player.
We can only check what type of linkage the
player used to link his account.
What we see on our end
X We are unable to disclose any information
related to the account such as the name of the
FB and Google Plus (Due to Privacy Law).

√ We can inform player the type of linkage under

his/her account.
“I am sorry however I do regret to inform you that we are unable to check the email address and
password of the gmail account used to link your account.”

“Upon checking, the account (xxxxxxx) is currently linked to Gmail and Facebook.”
HOW TO ACCESS ACCOUNT FROM DIFF PLATFORM

Before anything else, we need to check the linkage available under the said
account so we can provide a proper instructions. We also need to confirm to
player what device he/she wanted to open the account.

“Hi, may I confirm if the IGG ID of the account you are referring to is (xxxxxx)?”

“May I confirm the device where you created your account and the new device you
wanted to open your account?”

We can check this on our end, but we can also confirm this
to player.
HOW TO ACCESS ACCOUNT (AND)
Steps:
Steps:
❖ Login the correct Facebook via
❖ Make sure to sync the correct
Facebook app or browser in your
gmail on your device (Settings >
device.
Account > Add Account >
❖ Open the game.
Google.
❖ Go to Others > Account > Switch
❖ Open the game.
Device > Login (Facebook).
❖ Go to Others > Account > Switch
Account > Sign in with Google.
HOW TO ACCESS ACCOUNT (IOS)
Steps:
Steps:
❖ Login the correct Facebook via
❖ Login the correct Game Center
Facebook app or browser in your
account (Settings > Game
device.
Center)
❖ Open the game.
❖ Open the game.
❖ Go to Others > Account > Switch
❖ Go to Others > Account > Switch
Device > Login (Facebook).
Account.
HOW TO ACCESS ACCOUNT (AMA)
Steps:
Steps:
❖ Login the correct Facebook via
❖ Login the correct Amazon
Facebook app or browser in your
Account.
device.
❖ Open the game.
❖ Open the game.
❖ Go to Others > Account > Login
❖ Go to Others > Account > Switch
Device > Login (Facebook).
HOW TO ACCESS ACCOUNT (STEAM or WS)
Steps:
Steps:
❖ Login the correct Facebook via
❖ Login the correct Steam account
Facebook app or browser in your
(Settings > Game Center)
device.
❖ Open the game.
❖ Open the game.
❖ Go to Others > Account > Switch
Device > Login (Facebook).
Suggested Spiels
“We have seen that the account (account name) is currently linked to the following:

Game Center
Facebook

Please make sure to login the correct linkage account/s to successfully access your game account”

“In order for you to access the account you may try the following steps below:

*see steps provided above*”

Note: Kindly remember that we are unable to provide any information about the game center, Facebook, gmail,
amazon and steam account. We can only confirm what type of linkages available under the player's account.

“We have seen that the account (account name) is currently linked to game center. For this, we highly suggest
you to login the correct game center account to successfully access your game account”
GUEST ACCOUNT
Guest accounts, are accounts that have no available linkage. This can be accessed by the
player through the Guest Login, if the old device (device where they created the account) is
still available.
Steps:
Others > Account > Switch Account > Guest Login.
Note: This steps can be provided if the old device is still accessible.

If old device is inaccessible, we can further assist the player through account recovery.
Before we proceed, player should provide the details requested.
GUEST ACCOUNT (Recovery)
If the old device is inaccessible, further assist the player by submitting a request to our team (account
recovery).

Details that should be requested:

Old IGGID:
Character name(case sensitive):
New IGGID:
Registration date (Month and Year ):
The First Order you made after creating the Account:
Orders made on the recent 6 Months (2 other orders for the last 6 months,1 for each month):
Specific name of area/region where the account was created:

Google- GPA.1234-1234-12345
IOS/AMA/Steam/OtherPayment- Screenshot (Package name, Date, Amount, Order ID)
GUEST ACCOUNT (Recovery) cont.
Note:

• Please check if the missing account do have previous purchases.

• Progress in new IGG ID will be deleted. Please make sure to inform the player about this.
• Please double check if the new IGG ID is already linked to gmail/facebook/game
center/amazon/steam.
• Check if the new IGG ID have progress. Request for another new IGG ID instead since the
progress in the new IGG ID will be deleted. Proceed if the player insist to use the said new
IGG ID.
GUEST ACCOUNT (LINKED)
SPECIAL LINKAGES
HUAWEI AND SAMSUNG
WECHAT AND IGG ACOUNT
WECHAT

- Only player located in CN can link their account in WeChat.

- If player requested or ask how to link their account to WeChat, please file a mantis.
- For removal of WeChat Linkage, please follow the Remove Linkage SOP

IGG ACCOUNT

- IGG Account is the account created under our official IGG website.
- If player requested or ask how to link their account to IGG Account, please file a mantis.
- For removal of WeChat Linkage, please follow the Remove Linkage SOP
 HUAWEI - HOW TO LINK
1. Open Lords Mobile > tap on "Settings" and navigate to "Account" option
2. Under Account Settings
3. Tap on Link to "Log In" with your HUAWEI Account to Lords Mobile
4. Authorize and Sign in
 HUAWEI - HOW TO SWITCH
1. Open Lords Mobile > tap on "Settings" and navigate to "Account" option
2. Under Account Settings
3. Tap on Log In and Login the Huawei account link to your game.
4. Authorize and Sign in.
SAMSUNG - HOW TO LINK
LO ACCOUNT
COMMON REQUEST
MISSING ACCOUNT
INFORMATION NEEDED TO LOCATE THE ACCOUNT

a)Exact in-game name (case-sensitive)

b)IGG ID
c)Order IDs (For Google Purchases only)
Format: AND_GPA.1234-1234-1234-12345

ACCOUNT IS LINKED

If you are able to locate the account, kindly check the linkage information of it (Gmail, Facebook, Amazon
and/or Game Center). Provide the proper steps on how to access it on his current device. Proceed to
'How to Access Account' slides.

ACCOUNT IS IN GUEST LOGIN

If the account doesn't have any linkage available, guide player on how to access it from his old device or
how to recover it on our end.
CHANGE LINKAGE REQUEST
This topic is applied for the following concerns:

1. Player wanted to change the email/Facebook linked to his account.

2. Player wanted to add an additional linkage to his account.

We can assist player by submitting a mantis (request) regarding his change linkage request. Please be
advised that this topic is only for normal request (without hacking/sharing/trading incident). Any concerns
related to hacking/sharing/trading will be discussed in another topic.

Procedures:
1. Confirm the linkage of the account (based on the IGG ID of the player).
2. Inform the player that such feature is currently unavailable in-game but to further assist him we may
submit a request.
3. Make sure to ask the reason for his request to confirm if it's related to sharing/trading.
3. If the reason is due to a personal matter, proceed to ask the needed information. All info should be
provided as they are all essential and part of security process.
4. We may guide the player on how to acquire the details we are requesting.
CHANGE LINKAGE REQUEST (Suggested Spiels)
“Regarding your request, we do regret to inform you that change link feature is currently unavailable in-game.
However, we can raise this as a request for you. For us to proceed, please provide the following details below:

*Details*”

“For new IGG ID, please do create a new account using your preferred new linkage/s. Once created, please
go to Others > Account for the IGG ID.”

“For the Order IDs, you may need to visit your purchase history and provide us the Order ID for each
transactions.”
CHANGE LINKAGE REQUEST (Mantis Details)
Old IGGID:
Character name(case sensitive):
New IGGID: make sure that it is linked to the player's preferred linkage
Registration date (Month and Year): estimated month and year and make sure to provide one month and year only
The First Order you made after creating the Account:
Orders made on the recent 6 Month (2 other orders for the last 6 months,1 for each month):
Specific name of area/region where the account was created:
Reason for the request:

Note:
1. If player was unable to provide the first order, you may request for 1 additional Order ID (player should be able to
provide at least 3 Order IDs in total). Please take note in the mantis the reason why player was unable to provide the first
purchase.
CHANGE LINKAGE REQUEST (Mantis Details)
2. If player was unable to provide any of the receipt, you may guide him on how to access his payment history or you may
further advise him to contact his payment provider to assist him about the receipt from his previous purchases.
3. You may provide the exact date of the player's first purchase when needed.
4. Order ID is only acceptable for Google purchases, while for other payment method, screenshot of the receipt is
necessary.
5. Kindly ensure that the Transaction Receipts shows the complete information of Package Type, Purchase Date and
Order ID.

Mantis Settings

Regular VIP and above

Expected Finish Time: 3 working day Expected Finish Time: 1 Working day
Severity: Nil Severity: Depends on the player's VIP level

Mantis Settings will depend on the affected account and not on the account used to contact us.
REMOVE LINKAGE/GUEST LOGIN REQUEST
This topic is applied for the following concerns:

1. Player wanted to remove the email linked to his account since he can't access it.
2. Player wanted to remove the FB linked to his account because the FB was compromised.
3. Player wanted to remove all the guest logins under his account.

Procedures:

This is the same with change linkage request. The difference is, New IGG ID will not be requested to player
since we will not transfer the data to another account.
ACCOUNT SHARING AND TRADING
This topic is applied for the following concerns:

1. Player wanted to give his account to his friend and wanted to change the email linked to it.
2. Player wanted to sell his account and wanted to remove the FB linked to it.
3. Player's friend will auto pilot his account and wanted to change the FB linked to it.

Procedures:
1.We should first explain to the player that we are not supporting any trading or sharing activities in the
game.
2. If player insists, kindly inform player that we are not liable to any losses or issues due to sharing/trading
activities. Kindly ask the player his/her confirmation that he/she understood our reminder.
3. Once the player agreed/confirmed, we may submit a mantis for the player's request. Please mention to
player that we will raise this as a request and indicate in GM summary (mantis) that the request is related to
account sharing and trading.
 ACCOUNT SHARING AND TRADING (Suggested Spiels)

“I do regret to inform you that activities such as trading and sharing of accounts is strictly against our Term of
Service.” - Decline

“We can raise this as a request however, kindly be reminded that IGG will not be liable to any losses or issues
due to account sharing and/or trading. Kindly confirm to me if you agreed and would like to proceed with your
request.” - Confirmation

“Thank you for your confirmation. Kindly note that the request is still subject to further review and we are unable
to guarantee the result. To proceed, please provide the following details below:” - Request/No
Guarantee/Mantis
 ACCOUNT SHARING AND TRADING (Mantis Details)

Old IGGID:
Character name(case sensitive):
New IGGID: make sure that it is linked to the player's preferred linkage
Registration date (Month and Year): estimated month and year and make sure to provide one month and year only
The First Order you made after creating the Account:
Orders made on the recent 6 Month (2 other orders for the last 6 months,1 for each month):
Specific name of area/region where the account was created:

Note:
1. If player was unable to provide the first order, you may request for 1 additional Order ID (player should be able to provide at
least 3 Order IDs in total). Please take note in the mantis the reason why player was unable to provide the first purchase.
 ACCOUNT SHARING AND TRADING (Mantis Details)
2. If player was unable to provide any of the receipt, you may guide him on how to access his payment history or you may
further advise him to contact his payment provider to assist him about the receipt from his previous purchases.
3. You may provide the exact date of the player's first purchase when needed.
4. Order ID is only acceptable for Google purchases, while for other payment method, screenshot of the receipt is necessary.
5. Make sure to indicate about the sharing or trading issue in the mantis.
6. Kindly ensure that the Transaction Receipts shows the complete information of Package Type, Purchase Date and Order ID.

Mantis Settings
Regular VIP and above
Expected Finish Time: 3 working day Expected Finish Time: 1 Working day
Severity: Nil Severity: Depends on the player's VIP level

Mantis Settings will depend on the affected account and not on the account used to contact us. However if the concern was
related to hacking we may set it to 24 hours (Urgent Matters SOP).
ACCOUNT DELETION REQUEST
This topic is applied for the following concerns:

1. Player requested to delete his account since he will not play anymore.
2. Player requested to delete his account due to a complaint against the game.
3. Player requested to delete his account so he can use the linkage to his other accounts.

Procedures:
1.We should first inform the player that we do not normally deleting a game account as this is not yet
available inside the game. However; we can still provide suggestions to the player before we proceed in filing
a mantis ticket for the request.

a.We can suggest to the player to stay offline as castle/turf will be removed from the kingdom once it reach
the inactivity period.
b.If the player just wanted to create a new account we can proceed with change linkage procedure or inform
the player on how to create a new account.
ACCOUNT DELETION (Suggested Spiels)
“Thank you for providing the details of your concern. Regarding to your request, we do regret to inform you
that deletion of account is currently unavailable in-game. However; we do have an option that once an
account has been inactive for a certain amount of days their castle/turf will be removed from the kingdom.
May I also know the reason for the request?”

If the player still wanted to proceed with the request:

I understand, let me raise this as a special request for us to discuss this and see what we can do to further
assist you.

However; kindly be informed that once we have proceed with the process of deleting your account. We are
unable to revert the action anymore, therefore please make sure to consider and check if you really wish to
delete your game account.
ACCOUNT DELETION (Mantis Details)
IGGID:
Character name(case sensitive):
Registration date (Month and Year): estimated month and year and make sure to provide one month and year only
The First Order you made after creating the Account:
Orders made on the recent 6 Month (2 other orders for the last 6 months,1 for each month):
Specific name of area/region where the account was created:

Note:
1. If player was unable to provide the first order, you may request for 1 additional Order ID (player should be able to
provide at least 3 Order IDs in total). Please take note in the mantis the reason why player was unable to provide the first
purchase.
 ACCOUNT DELETED DUE TO INACTIVITY
If player was looking to recover his account, we should apply the 'Missing Account' process. However if we are
unable to locate the account through the process of 'Missing Account', this may fall in 'Account Deleted due to
Inactivity'.

We may submit a mantis to further check the player's account. However, we need to at least request details that
will help the investigation. Here are the information you may request to the player:

1. Screenshot of the castle showing the exact in-game name.

2. Ask player if he filed a concern before using the missing account. You may ask for the email address he
provided when he filed the concern. Search the ticket in mantis using the email. Track the IGG ID in the mantis
details.

Note:

1. If you are able to track the IGG ID, there's a possibility that it will show a level 1 account. This is normal,
considering the data of his old account got deleted.
2. If player unable to provide any of the details above. Proceed filing a mantis to double check by our MCs/OPS.
3. Add a note in the mantis that the account may possibly get deleted.
4. Don't inform player yet that his account got deleted. Let our OPs/MCs confirm this first.
HACK ACCOUNT
This topic is applied for the following concerns:

1. Player reporting that his account got hacked.

Procedure:
For players reporting that their accounts has been hacked, we need to be extra careful and let them feel that
we will be helping them with this concern. Confirm with the player the IGGID of the account involved and ask
of the other necessary information.

Note:

The ending of this conversation will depend on the player's request. If player wanted to secure his account
by removing the linkage we need to follow the 'Remove Linkage Request' or if player wanted to change the
FB linked to his account, we need to follow the 'Change Linkage Request'. There's a possibility as well that
the conversation may lead to sharing or trading, for this we need to follow the 'Account Sharing and Trading'
process.
 LORDS MOBILE CLEAR CACHE/LOGOUT OF ALL DEVICES
Procedures:
a. PHGM receives a request from the player to clear the cache/log out of all devices
b. PHGM to confirm the players' IGGID
c. PHGM to ask the player to kindly wait for 3 to 5 minutes while we process the request

Sample Reply:
Got that information and thank you so much! May I please put you on hold for 3 to 5 minutes while I process this
request for you?

d. PHGM to send a message in our LO HELP CENTER to ask for assistance in dealing with the player's request.
Please make sure to follow this format:

Asking for assistance for this player: Asking for assistance for this player:
IGGID: XXXXXXXXXX IGGID: XXXXXXXXXX
Request: To Clear Cache Request: To log out of all devices

*Please make sure to copy the correct IGGID*

e. PHGM to record the details of the player in this Google Docs:

https://docs.google.com/spreadsheets/d/1P5WfcZBmL68XKDJHVAkzbPLttAvN-YLO3FJmom25LP0/edit?
usp=sharing
f. CN GM to reply and helps in processing the request.
g. CN GM to reply to the help center once the request was processed. Here is a sample reply from our CN GM

"We have cleared the account's cache already. Please let the player change password of the linked Gmail for
account security."

h. PHGM to inform the player that we have processed and completed the request.

Sample Reply:
Thank you so much for patiently waiting! Your request has completely processed. Please make sure to change
the password of the linked Gmail or Facebook account for additional security.

NOTE:
a. For cases that no one responds in our LO Help Center please do send a Private Message to the following IC
Accounts as both of them are always alive!

• CS Monitor 1
• CS Monitor 2

b. We can also propose this SOP to the players who are reporting that someone logged in or hacked their
account.