Reporting an Exploit or Violation:
If you see another player cheating in the game or believe that you may have found an exploitable bug, report this to us! Submitting a report is just like creating a support ticket:
- Tap on the Submit a request link.
- Choose the I need help option from the drop-down menu.
- Include as much specific information about the bug as possible:
- Screenshots or videos of the exploit.
- A description of the issue you experienced.
- The steps needed to reproduce the issue.
- Date and time this incident happened.
- Any other details you might find relevant.
Exploits are the use of software, code, or pieces of data to cheat in the game. Exploitative actions include the use of bugs and glitches and any actions that are not intended by the game’s designers to gain an advantage over other players.
How We Fix Vulnerabilities and Exploits:
Our game team rigorously tests features both before and after release. If we discover that a feature is exploitable, we work to make changes that can be added to the next update.
How We Handle Players That Use Exploits:
If we find that a player is cheating and exploiting the game, their account can be permanently closed, and we will take immediate action if we discover cheating of any kind.
If you have concerns that a player is cheating, send a report directly to us, and do not make public accusations, which can be unfair to legitimate players who have worked hard and are not cheating. No one should be presumed “guilty until proven innocent,” as that is not a fair assumption and is not the type of community behavior we want to cultivate or condone.
Cheats, Hacks, and Account Actions
We regularly investigate cheating in the game. If we determine that a player has violated our Terms of Service, we will take action on the account.
What We Do:
We have automated tools in place that can detect certain known hacks or cheats. We also manually investigate event winners and reports that we receive directly from our community. This manual investigation helps us track new cheats or hacks that may emerge, and we will suspend accounts according to the nature and severity of the exploit.
How We Suspend or Close Accounts:
It is important to underline that we do NOT suspend accounts without evidence. Additionally, while all Terms of Service violations can result in an account being permanently closed, we reserve the right to make judgment calls based on the severity of the Terms of Service violations we take action on. Certain offenses may come with different suspension periods and may range from a temporary suspension to a permanent closure of the account.
Recording and Broadcasting:
While the use of mod tools or third-party tools is always against our Terms of Service, we do not suspend or close player accounts for using software that does not modify the game experience. An example of such programs is screen recording software, which can be used to record gameplay videos. We actively encourage our players to record and share their gameplay.
There have been a few exceptions to this rule. We issued a temporary suspension as a warning to players who have used third-party tools that had the capability to modify the game code to broadcast or record videos. If you want to broadcast or record videos of your gameplay, we ask that you use tools that do not directly modify the game to do this.
We will permanently close accounts found to be engaging in suspicious behavior related to in-game currency purchases. You can read more about this in our Terms of Service in sections:
- 10. YOUR ACCOUNT
- 11. CODE OF CONDUCT STANDARDS
- 14. VIRTUAL CURRENCY/SITE ITEMS
- 15. VIRTUAL CURRENCY TRANSFERS/TRANSACTIONS
Any such activities involving account sharing, payment fraud, or scams are directly against our Terms of Service. “Cheap” currency from unauthorized sellers is not worth losing the account you have spent so much time and energy on.
Note: Downloading third-party software and entering your login credentials (email and password) on a suspicious website are both actions that can put your account at risk. Learn more about account protection in this helpful article.