Eternium Guest account question

[Knotwerx]

So my little boy is a huge fan of Eternium and has been playing for a while. However he has always played under a guest account.

Unfortunately he has an issue with his tablet/eternium app. When he clicks on if, nothing happens. It doesn't load at all. I've tried clearing the cache etc but no joy.

He is playing on an Fire tab HD8, the newest one, on a kids profile. My question is if I delete the app and reinstall will he lose his his characters and saves??

Been as his characters are all 50+ lvl, he really doesn't want to lose them. So atm he just isn't playing until we can find a solution.

Many thanks in advance from both me an Knotwerx jnr.

[Travis | Support Mgr.]

Uninstalling will clear the app storage, which will unlink the device from the Eternium profile on the server, but it's something I can fix if I can find the profile on the server. All I need to know is the name(s), level(s), and hero class(es) of your son's heroes and I can usually find the profile.

[Knotwerx]

Uninstalling will clear the app storage, which will unlink the device from the Eternium profile on the server, but it's something I can fix if I can find the profile on the server. All I need to know is the name(s), level(s), and hero class(es) of your son's heroes and I can usually find the profile.

Ah brilliant, that would be amazing if you can. This is his characters and levels, the levels might not be exactly right though... But within 1 or 2 either way

Roscoe - lvl 57 mage
Ronin - lvl 48 bounty hunter
Wild - lvl 53 warrior

[Travis | Support Mgr.]

I found the profile. You can remove and reinstall the game now. Once you've done that, he needs to create a new profile and pick a as unique of a hero name as you can think of. Once the new profile is created, force close the app, let me know the hero name, and keep the app closed until you hear back from me.

[Knotwerx]

OK, I'll give it a go right now.

[Knotwerx]

bear with me, currently travelling with a pretty slow Internet connection. Next message will be to confirm new profile

[Knotwerx]

Done

Profile name is Knotwerx

[Travis | Support Mgr.]

I don't see any heroes named Knotwerx, nor do I see any accounts with Knotwerx as a username. He may have to play the game a bit, until he can access his friend code (which I think happens at hero level 7).

[Knotwerx]

Did you mean for the new profile to be done as a proper account this time, or still as a guest?

[Travis | Support Mgr.]

I always recommend creating an account for this very reason, but if you'd prefer to continue using a guest profile, that's fine. You'll have to play with the hero for a bit before it is saved to the server, where I can work my magic.

[Knotwerx]

Yes, we'll create an account so that this doesn't happen again. If we do that now, under the same Profile name, I'm guessing you'll be able to attach his old characters to it?

[Knotwerx]

His account username is actually now :

RoscoeLeo

Hero name is still Knotwerx

He'll play now and get up to lvl 7

[Knotwerx]

Done, he's at lvl 7 and has his friends acess code ?

[Travis | Support Mgr.]

Ok, I see him on the server. Now you need to log out, force close the app, then keep the app closed until you hear back from me. Let me know when the account is logged out.

[Knotwerx]

Logged out and force stopped