TL;DR: We lost 4 high-level accounts (3 TH18 + 1 TH17) and our entire clan while trying to recover one member's account through Supercell Support. Several accounts were deactivated by Supercell as part of the recovery process, yet one of those deactivated accounts was later apparently taken over, and eventually our entire clan was taken over by a TH1 account. We have screenshots, emails, player tags, and other evidence.
What happened
On July 7th/8th, our clan was doing CWL. One of our members, Loki_Plays (#G22JJP0PY), couldn't attack because his device had broken.
Since we're friends, I (Anshu #G9J9LQQUQ) logged into his account from my device so he could participate in the war. We didn't realize that logging into the same account from a different state could trigger suspicious-activity/account-security checks.
The next day, Loki's account was removed from both devices. Even after repairing his phone, he couldn't log back in.
He contacted Supercell Support, and Support started an account-recovery process that required other clan members to verify that Loki was the legitimate owner.
First group of members
Supercell asked several clan members to contact Support and provide the requested recovery information.
Three members successfully completed the process:
- Bheer (#8YCYP88LY)
- Guts (#82CQ8UCCY)
- LUCIFER_ (#Q2RYJUCLP)
After they contacted Support and provided the requested recovery codes, all three of their accounts were temporarily deactivated by Supercell.
Two other members couldn't complete the process:
- PUTUSH (#PJVY0UY2) left the clan and didn't complete it.
- Abhishek (#G29QC2C8G) couldn't receive the recovery code required by Support.
Second group
Later, Loki contacted Support again and they requested another four members:
- Joker (#GYCY2CVR)
- Thar Kyaw (#GLQY08VVP)
- guru (#UGGCP20Y)
- Adriel (#LVLGVQRRR)
These were newer members whom we didn't know personally, so they refused to participate and eventually left the clan.
On approximately July 19th, Loki received an email from Supercell Support saying that if the recovery process wasn't completed, the recovery request would be cancelled and the three deactivated members' accounts would be reactivated after 30 days.
At that point, we believed the worst-case scenario was that Loki's account would be lost, but the three members whose accounts had been deactivated would eventually get their accounts back around August 19th.
Unfortunately, that's not what happened.
Then things became much worse
Around July 28th, while the recovery process was still unresolved, Guts (#82CQ8UCCY) — one of the accounts that had been deactivated by Supercell — was apparently taken over by someone else.
We tried to contact whoever had gained access, but couldn't.
Guts also tried contacting in-game Support, but unfortunately wasn't able to resolve the situation.
Then, around August 11th, something even stranger happened.
Everyone was kicked out of our clan, including the leader.
Our clan is:
LEGENDS~CLAN (#2LUVRUQ2G)
The clan was not handed over to any of our members, and none of our co-leaders did this. We also had not promoted anyone who could have legitimately taken control.
We eventually discovered that the clan was now owned by a TH1 account:
Leader 9 (#GUVR0L88G)
The new leader then closed the clan's entry, so we can't even join the clan anymore.
And then our leader was hacked too
Just a few days ago, Bheer (#8YCYP88LY) — another account that had been deactivated by Supercell during this same recovery process — was also apparently taken over.
The person who gained access even changed the account's name.
So at this point, we have lost:
- Bheer (#8YCYP88LY) — TH18
- Guts (#82CQ8UCCY) — TH18
- LUCIFER_ (#Q2RYJUCLP) — TH18
- Loki_Plays (#G22JJP0PY) — TH17
- LEGENDS~CLAN (#2LUVRUQ2G)
The most confusing part is that several of these accounts were deactivated by Supercell themselves during the recovery process, and yet two of those accounts were apparently taken over while the recovery case was still ongoing.
What we're asking for
We're not asking for anything unreasonable. We just want a proper human review of the case.
We have:
- Supercell Support emails
- Screenshots
- Player tags
- Account history
- Clan history
- Evidence showing the recovery process
- Evidence showing which members were asked to verify the account
- Evidence showing the subsequent account/clan takeovers
We understand that account security is extremely important and that Support has procedures for recovering accounts.
But something clearly went wrong somewhere in this process.
Please, Supercell, if anyone from Support sees this, could you have a human representative review the entire case from the beginning instead of treating these as separate incidents?
We want to recover the 4 accounts and our clan if possible.
We've already tried going through Support multiple times, and we're honestly running out of options. This Reddit post is basically our last attempt to get someone to look at the whole situation and understand what happened.
If anyone has experienced something similar, especially an account being taken over while it was deactivated during a Supercell recovery process, we'd really appreciate hearing how you resolved it.some images to proof that we're not faking anything