Sign In Error - 11/21 - Update 11/23 4:25pm ET

ShanShan admin
edited November 22 in Engineering Room
Hi everyone,

We are still working on this issue.
It is more difficult than we previously thought, we hope to have a solution tonight still, but that might not happen.

In the meantime for players having registered their account with either an email address/password or via a FB profile there is a workaround that will be explained below.

If you are unsure of your credentials or do not remember having registered your account, do not attempt this workaround.

Workaround:

- close the Sign In Error pop up with the X found in the top right corner
- you should then see the account management screen
- from there you should be able to sign in with the credentials associated with your game account. (email/password or FB login).


For mobile players: if after signing in with Fb you find yourself still unable to load the game and see yourself as logged in with FB, please remove the app and install it again.
Then launch the game and as soon as the Menu icon appears, click on it and then on Settings.
From there you will be able to access the Account Management page, click on Already have an account? and then sign in with your credentials.

Myself and the team are well aware of how frustrating this situation is for the players affected. Please accept our apologies.

I will continue to update you as I learn more.
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Comments

  • Update:

    While progress has been made we won't be able to resolve this tonight.
    We deeply regret this situation.

    Don't expect another update before tomorrow.
    It is very likely that a new client will be required to fix this for everyone affected.

    Thank you for your patience.
  • Zom[BAD] Squirrel Zom[BAD] Squirrel ✭✭✭✭✭
    edited November 22
    Just now i had the issue as well(iOS), while until 10hs ago, all worked fine.
    So it‘s totally random?

    Clicked the „X“ and entered my log in data worked as suggested. :)
    Fleet Vice-Admiral of [BAD] - BORG ASSIMILATION DRONES - ZOM[BAD] SQUAD
    We are RECRUITING: All kind of active players, no matter if newbie, veteran, spender or non spender.
  • edited November 22
    For me this unfortunately did not work and I am unable to log in for the event now 😭

    iPad Pro, wifi, latest iOS update and game update here.

    Game station is greeting me when I try to log in but then it cuts off log in without any further information.

    Managed to log in after uninstalling / reinstalling the game and then follow the work-around given above.
  • iOS / iPad here. Had this issue show up this morning but workaround (using DB login) worked for me. I wish others luck on this.
  • The "workaround" did not work for me. It started me over at level 1. I don't know what to do at this point.
  • After three hours I tried the other smartphone and it works there ... is this because I have different app version there?
  • Banjo1012Banjo1012 ✭✭✭✭✭
    I can’t get in with my iPhone either and I’m paranoid to do the workaround for fear of what happened to the guest above. Guess I’ll just wait it out
  • Zom[BAD] Squirrel Zom[BAD] Squirrel ✭✭✭✭✭
    edited November 22
    Banjo1012 wrote: »
    I can’t get in with my iPhone either and I’m paranoid to do the workaround for fear of what happened to the guest above. Guess I’ll just wait it out

    If you have ur correct log in data(email+PW) nothing can happen. Even when u enter ur incorrect email or PW, you only get back to the pop up and can try again, if u click the „X“. That‘s what happened to me, when i entered a wrong PW(you don t get a note saying its wrong, it just goes back to the pop up).
    Fleet Vice-Admiral of [BAD] - BORG ASSIMILATION DRONES - ZOM[BAD] SQUAD
    We are RECRUITING: All kind of active players, no matter if newbie, veteran, spender or non spender.
  • The "workaround" did not work for me. It started me over at level 1. I don't know what to do at this point.

    I am sorry the workaround didn't work for you.
    Please submit a ticket to support and they will help you. With details about your account there will be able to locate it and either give you a hint on what the actual credentials are or add an email address to your account.
  • We have a plan of action for this morning, stay tuned.
  • Banjo1012Banjo1012 ✭✭✭✭✭
    Banjo1012 wrote: »
    I can’t get in with my iPhone either and I’m paranoid to do the workaround for fear of what happened to the guest above. Guess I’ll just wait it out

    If you have ur correct log in data(email+PW) nothing can happen. Even when u enter ur incorrect email or PW, you only get back to the pop up and can try again, if u click the „X“. That‘s what happened to me, when i entered a wrong PW(you don t get a note saying its wrong, it just goes back to the pop up).

    Copy. Thanks for the tip. I’ll give it a shot
  • The "workaround" did not work for me. It started me over at level 1. I don't know what to do at this point.

    WOW! I hope DB can fix that for you. I'm definitely NOT going to try that and just wait around until it's fixed. I have a Voyage and some Shuttles with item boosts out that I hope aren't affected. This is slowing down Campaign and Event progress.
  • Just saw this:

    https://forum.disruptorbeam.com/stt/discussion/15010/sign-in-issues-plan-of-action#latest

    @Shan What about amazon Fire devices(which uses a different Android Version and still havn t seen 7.3.), will be a new update needed and rolled out today as well? Don t wanna find myself locked out?
    Fleet Vice-Admiral of [BAD] - BORG ASSIMILATION DRONES - ZOM[BAD] SQUAD
    We are RECRUITING: All kind of active players, no matter if newbie, veteran, spender or non spender.
  • Just saw this:

    https://forum.disruptorbeam.com/stt/discussion/15010/sign-in-issues-plan-of-action#latest

    @Shan What about amazon Fire devices(which uses a different Android Version and still havn t seen 7.3.), will be a new update needed and rolled out today as well? Don t wanna find myself locked out?

    This is a different process but we hope it will get done today as well.
  • Zom[BAD] Squirrel Zom[BAD] Squirrel ✭✭✭✭✭
    edited November 22
    Shan wrote: »
    Just saw this:

    https://forum.disruptorbeam.com/stt/discussion/15010/sign-in-issues-plan-of-action#latest

    @Shan What about amazon Fire devices(which uses a different Android Version and still havn t seen 7.3.), will be a new update needed and rolled out today as well? Don t wanna find myself locked out?

    This is a different process but we hope it will get done today as well.

    Okay, so i can safely assume, there won t be a forced upgrade needed until the the new version is live in amazon app store, right?
    Fleet Vice-Admiral of [BAD] - BORG ASSIMILATION DRONES - ZOM[BAD] SQUAD
    We are RECRUITING: All kind of active players, no matter if newbie, veteran, spender or non spender.
  • Shan wrote: »
    Just saw this:

    https://forum.disruptorbeam.com/stt/discussion/15010/sign-in-issues-plan-of-action#latest

    @Shan What about amazon Fire devices(which uses a different Android Version and still havn t seen 7.3.), will be a new update needed and rolled out today as well? Don t wanna find myself locked out?

    This is a different process but we hope it will get done today as well.

    Okay, so i can safely assume, there won t be a forced upgrade needed until the the new version is live in amazon app store, right?

    I cannot guarantee that unfortunately, I am still waiting to know more.
  • The workaround doesn’t work. After I entered my FB credentials, it got stuck when it went back to the game. After closing and reopening the game, using the X now says I’m logged in as me, but it still can’t sign in.

    9mxqmoq7weu8.jpeg
  • The workaround doesn’t work. After I entered my FB credentials, it got stuck when it went back to the game. After closing and reopening the game, using the X now says I’m logged in as me, but it still can’t sign in.

    9mxqmoq7weu8.jpeg

    You will need to update to the newest version of the game, v7.3.1, as soon as it becomes available to you.
  • Banjo1012Banjo1012 ✭✭✭✭✭
    Shan wrote: »
    The workaround doesn’t work. After I entered my FB credentials, it got stuck when it went back to the game. After closing and reopening the game, using the X now says I’m logged in as me, but it still can’t sign in.

    9mxqmoq7weu8.jpeg

    You will need to update to the newest version of the game, v7.3.1, as soon as it becomes available to you.

    No ETA on that? I’m freakin out over here!!! I’m all
    messed up inside like when Beavis and Butthead had no TV
  • Well, there goes this event then....
  • Any news? I can’t log in and I’m afraid to try. When I boot up the game, I see the “welcome back” with my name, then I get the login error.
  • I think to remember that Apple needs up to 24hs until a new Update is approved?

    Hope thats not the case though, otherwise Apple users might get locked out, once the forced upgrade hits(wich was announced it will today), as well.
    Fleet Vice-Admiral of [BAD] - BORG ASSIMILATION DRONES - ZOM[BAD] SQUAD
    We are RECRUITING: All kind of active players, no matter if newbie, veteran, spender or non spender.
  • There is indeed a delay for the iOS version of game, this will be taken into account for the force upgrade of course.

    As for the Google Play version, it can take up to several hours for it to propagate to every stores every where.

    For the specific Samsung, Amazon and Huawei version we are working on it as well, for those version there is a risk that the force upgrade will happen before the new version is available. There is unfortunately no way for us to prevent this.
  • Banjo1012 wrote: »
    Shan wrote: »
    The workaround doesn’t work. After I entered my FB credentials, it got stuck when it went back to the game. After closing and reopening the game, using the X now says I’m logged in as me, but it still can’t sign in.

    9mxqmoq7weu8.jpeg

    You will need to update to the newest version of the game, v7.3.1, as soon as it becomes available to you.

    No ETA on that? I’m freakin out over here!!! I’m all
    messed up inside like when Beavis and Butthead had no TV

    As I said above for iOS there is a delay, however from what I can tell your account is associated with an email address and a password. You could try to remove the app and install it again if you want. You know how to proceed to sign in into an existing account?
  • Banjo1012Banjo1012 ✭✭✭✭✭
    Shan wrote: »
    Banjo1012 wrote: »
    Shan wrote: »
    The workaround doesn’t work. After I entered my FB credentials, it got stuck when it went back to the game. After closing and reopening the game, using the X now says I’m logged in as me, but it still can’t sign in.

    9mxqmoq7weu8.jpeg

    You will need to update to the newest version of the game, v7.3.1, as soon as it becomes available to you.

    No ETA on that? I’m freakin out over here!!! I’m all
    messed up inside like when Beavis and Butthead had no TV

    As I said above for iOS there is a delay, however from what I can tell your account is associated with an email address and a password. You could try to remove the app and install it again if you want. You know how to proceed to sign in into an existing account?

    I did see your workaround but honestly I’m too paranoid to use it. I don’t want anything else weird happening. I’ll just wait it out

  • Same Problem

    I use FB to login normally - but I 's not working at all!!

    Event is hosed! Hosed!!


    got an almost fully equipped Kamala too, who I Can't Use!


    Better be some freebie Voyage resets and hundreds of chronies after this...!
  • Banjo1012Banjo1012 ✭✭✭✭✭
    Same Problem

    I use FB to login normally - but I 's not working at all!!

    Event is hosed! Hosed!!


    got an almost fully equipped Kamala too, who I Can't Use!


    Better be some freebie Voyage resets and hundreds of chronies after this...!

    Chrons? No thanks
  • Same Problem

    I use FB to login normally - but I 's not working at all!!

    Event is hosed! Hosed!!


    got an almost fully equipped Kamala too, who I Can't Use!


    Better be some freebie Voyage resets and hundreds of chronies after this...!

    What platform are you playing on?
    There is a Voyage Revival token waiting for you in your in-game mailbox.
  • edited November 22
    Shan wrote: »
    Same Problem

    I use FB to login normally - but I 's not working at all!!

    Event is hosed! Hosed!!


    got an almost fully equipped Kamala too, who I Can't Use!


    Better be some freebie Voyage resets and hundreds of chronies after this...!

    What platform are you playing on?
    There is a Voyage Revival token waiting for you in your in-game mailbox.

    Yeah, I'm saving that one so not forced to use it right away. I mean MORE

    iPhone 7+
  • Shan wrote: »
    Same Problem

    I use FB to login normally - but I 's not working at all!!

    Event is hosed! Hosed!!


    got an almost fully equipped Kamala too, who I Can't Use!


    Better be some freebie Voyage resets and hundreds of chronies after this...!

    What platform are you playing on?
    There is a Voyage Revival token waiting for you in your in-game mailbox.

    Yeah, I'm saving that one so not forced to use it right away. I mean MORE

    iPhone 7+

    As I said we will discuss the compensation next week.
    The new version of the game for iOS is currently delayed I am sorry. I hoping it will become available soon.
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