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icon Ver.: 1.7.0iconVer.: 1.4.8.a
Size: 382MBSize: 131MB
Levels: 80Levels: 80
Updated on: October 14, 2014Updated on: October 9, 2014

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14
Apr
2013

Beeline Support Portal Outage

By

We have just been notified that the Beeline website and support portal are down. This means players will be unable to submit trouble tickets or ask any questions via the support portal until further notice.
At this time, we do not know how long the outage will last, but we will be sure to report to you when Beeline lets us know the system is back online.
We appreciate your cooperation and understanding while Beeline works to repair the system and bring it back online.

Please remain tuned and we will update you as soon as we’ll get new updates.  Thank you

UPDATE:

Beeline’s support portal is back to normal you can use their service as usual.

Credit: Stroumpfette

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Categories : News

Comments

  1. Amelia p. francisco says:

    My smurfs village is having errors, please do something about this.

    • Stroumpfette says:

      This is a fan site run by volunteers and we are not affiliated with the game developer Beeline. You can open a ticket on Beeline's support portal at http://beeline-i.com/support.php

  2. kinkart says:

    Where are the beeline forums? Get Satisfaction is gone?

  3. Kyrie says:

    My smurf village for my kindle fire hd didn't give me my 125 smurf berries when I paid for them just now.

    • Stroumpfette says:

      Try rebooting your device. If you still don't receive them, open a ticket with Beeline at http://beeline-i.com/support.php

  4. Brant says:

    My game closes when I try to go to one of my other villages. I reboot my iPad and then I can travel! Annoying

  5. Mo says:

    I was level 40 on Smurf Village and my android phone broke. I tried to transfer data from one phone to another and it did not transfer my game data. I lost everything … I spent so much time and some cash on my village and I am soo disappointed that the game developers could not come up with a way to transfer my data. I had bunch of smurfberries and over 600k coins … not to mention I had finished all the constellations on swoof planet. This is ridiculous. Are the developers assuming that a person playing smurf village will keep the same phone forever ???????

    • Stroumpfette says:

      You can ask Beeline to reinstate your purchased Smurfberries onto your new device and your new game ID. You will need to open a ticket with Beeline and let them know what happened and ask them to transfer your purchases. You can contact them at http://beeline-i.com/support.php

      There are no approved backup solutions for the Android environment the way that there are for the iOS environment, and Beeline takes the position that Android players are on their own. The reason for this is because unlike iOS where Apple retains control over the OS on every device no matter what mobile provider issues a contract with it and therefore there is a source of central control, each mobile provider maintains control over the Android devices they issue making many versions of the OS out there at the same time. That said, with Android 4.0 and higher, users are able to backup apk data (like the data in your Beeline game) without having to root the device. We wrote an article on this some time ago if you're interested in finding out the basics on how to use the software: http://www.mysmurfsvillage.com/smurfs-village-int… Be advised that you are on your own and if you have problems, you will need to contact the developer of the Helium software for help, but it may help you safeguard your Smurf data and any other important apk data going forward.

      I'm the Android admin on this site, and my game crashed on two pre-4.0 devices, so I totally relate to the situation you are in. I've been using the Helium software for several months now and I backup to Dropbox and to my laptop every couple of days. I hope this helps.

  6. Chucking says:

    I just a new Kindle Fire HD and can't get the smurf village app on it. What gives?

  7. Louise hudon. says:

    J ai besoin d aide car je ne peux plus accéder a la montagne, à l île et aussi dans l espace. Je vous ai déjà
    Envoyé une demande. Vous déviez me contacter et je n ai toujours pas eu de nouvelles.

    • Stroumpfette says:

      Translation: I need help because I can not go to the mountain, to the island and also in space. I already Sent a request. You deviate contact me and I still haven not heard.

      You need to open a ticket with Beeline. You say you sent in a request, but if it was not a ticket, they will not respond. They are open Monday – Friday USA Eastern Time Zone during normal business hours. You may not be aware that we are a fan site run by volunteers and we are not affiliated with Beeline. You may open your ticket at http://beeline-i.com/support.php They usually send an automated response within a couple of hours, and they usually send an official response to the issue you submitted within 24 hours, but within the parameters of the business hours mentioned above.

      Also, please in the future, submit your comments in English. The Google translator does not always do a good job in translating, and we would like to be able to offer the best help we are able to provide. We appreciate your cooperation with our policy.

  8. ray says:

    i need help I was playing the smurf game one day and I was lvl 24 and then with in one hour I drop to a lvl 8 and idk what to do

  9. Crystal says:

    How do you know what your Username in the Beeline forum is?? Your name or your email.. Please help.. Lol

  10. john ng says:

    hi, am experiencing some issues with my smurf village. each time i click on the game icon, it shows loading before it go back to the page showing all the games icons…

    am using a iphone 5… game is saved in my game centre..

    tried, restarting my hp, turning off all internet connections, logging out of game centre, re installing smurf village, still the same problem..

    am at level 61, for quite a while, have 739 smurf berries, 31 million coins, n abt 3000 butterflies, with a lot of smurf berry characters (all in fact) any recommendations to recover my village?

    this is the second time this has happened to me… please help.. :(:(

    • Stroumpfette says:

      So to make sure we understand, you tap the game icon and you never get to the blue Play menu? Do you get the orange Beeline screen? Are there any other applications running in the background on your iPhone5 when you try to open the game?

      You may have to open a ticket with Beeline at http://beeline-i.com/support.php

      • John Ng says:

        yup, i will see the blue screen, then the orange screen… (will not reach the blue play menu)…at the top i will see, the game centre's welcome back message (orange screen) then it goes back to the icons page… (like i pressed the iphone's home button at the bottom)…

        tried, re installing the game, logging out of games centre, turning off wifi and cellular, plus all combinations of the above, no luck… the result is a per above…

  11. Ashley says:

    I can't finish the quest for Grouchy Smurf "Harvest Some Tulips" I was getting credit for them then it just stopped and no matter how many I harvest it still says 0/30 I can't get no info from beeline bc it says the email is not valid so I don't know what to do……… Email me if you can help ashleyttt2009@yahoo.com

    • Stroumpfette says:

      You cannot email Beeline. You must open a ticket on their support portal at http://beeline-i.com/support.php

  12. Courtney says:

    I have gotten to level 25 and the game had crashed on me. When i try to recover it, it wants me to restart the whole game then crashes all over again. This is the third time this has happened. Very disappointed. Have sent several emails with no emails back. Please help.

    • Stroumpfette says:

      You need to open a ticket with Beeline via their support portal. They ignore emailsthat are not related to tickets. Here is their address: http://beeline-i.com/support.php

  13. Josje says:

    Can anyone at Beeline answer my email, because i can still not play at de Iphone 4, Where i still can play on the 3 GS but i want to put that phone away so i have 1 phone to take with me and not 2. I have sent emails from 18-6 till today

    • Dreamy_Smurf says:

      Instead of sending emails, try to open a ticket at http://beeline-i.com/support.php

  14. Debbie Turner says:

    i cant access my island!! it wont let me click on it to visit my island! i have turned my phone on and off and its still not working! what do i do?

    • Stroumpfette says:

      You will need to open a ticket with Beeline via their support portal for this issue at http://beeline-i.com/support.php

  15. gaby says:

    Played it for a long time, loved the game. But since april it crashes when I get to the blue starting display:( Even the last 2 updates haven’t helped. Very dissapointing, need help!

  16. Jana says:

    I Sent my rafts out 3 or 4 days ago and they didn't come back yet. Now I can't finish my quest and/or fetch any supplies. ?????

    • Stroumpfette says:

      You will need to open a ticket with Beeline via their support portal at http://beeline-i.com/support.php

      • Jana says:

        http://beeline-i.com/support.php doesn't work. I tried for last couple of days.

        • Stroumpfette says:

          I just tried it, and it worked for me. Have you cleared your cache to make sure you're not accessing a cached copy?

  17. Bea says:

    Update Smurf village the 02/05/2013
    Thank you very much to the Beeline team. We can now open our Smurf village. Just our plantations were dying during the crash and we must spend some smurberries to fix up them.
    It would be kind of you if you give us some free smurfberries to help us to repair our village completely after this bug ?
    Best regards.

    • Stroumpfette says:

      You may not be aware this is a fan site run by volunteers not affiliated with Beeline. Feel free to submit your feedback to Beeline directly via their support portal at http://beeline-i.com/support.php

  18. Chiriac Ileana says:

    I played the smurfs for a long time and now, ar level 31 I am back ar the beginnings. I have 5 smurfs. …………. I am disapointed and my son too ………. DO Something

    • Stroumpfette says:

      Try recovering from the hidden backups. From the blue Play menu. tap Options. Then tap Papa Smurf's head 16 times. When it appears, tap Recover Village. You should now see your hidden backup files listed before you. Starting with the most recent file, preview it and see if your village is the way you remember its configuration. If it is, overwrite your village data with the file. Ignore the message that says you will lose progress. If it is not the correct file, then preview the next file, and so on, until you find the file with the correct village configuration. If you have to revert beyond the first backup, it is possible you may lose some progress, since the village backs up only once per day, but you should be able to recover your village in almost the same spot as when you last saw it intact.

  19. Bea says:

    Always nothing has done. I'm afraid my village has disapeared for ever.
    I was at level 49 and I don't want to begin again. I couldn't see my village for two weeks but only the orange page Beeline.
    I am surprise that anything can't be done to fix this bug.
    I've already a problem of connection on another play but the game took back to the last update before the crash and the problem was solved.
    Please help us and give us some good news.

    • Dreamy_Smurf says:

      If you've got a back-up on your I-Tunes/ I-Cloud account you can use that one.

    • Dreamy_Smurf says:

      If you've got a back-up on your I-tunes or I-cloud account I suggest you to use that one. For more or specific info go to: http://www.mysmurfsvillage.com/smurfs-village-int…
      Another risky option is to delete and reinstall the app, (do not delete Gamecenter data) and then recover using GC. Before doing that though, make a back-up from your device on I-Tunes/ I-cloud if it doesn't work.

  20. francesca says:

    hi i have problem with add friends …. i have friends that play in this game… but in game i dont have friends… why this problem? i have tablet mediacom android pls helpme

    • Sassete says:

      If yo only have friends throug fb try to create a second fb account only for your smurf friends because the game only search from your top 20 friends on your friends list on fb and if non of those people play smurfs the game doesnt find any of your smurf neighbors

  21. Kristy says:

    Still cannot get into the game. Tried doing the restart that others mentioned. Will it be fixed soon?

  22. Traci says:

    Why is there so many bugs all the time? Please fix faster

    • Stroumpfette says:

      Please post your questions and comments only once. Posting duplicates only clogs up the queue and strains available volunteer resources in reviewing and releasing comments into the comment stream.

  23. Cheryl says:

    I am so disappointed I can't get in my game . The bug fix didn't fix it. It's been 3 days. Please fix.

    • Stroumpfette says:

      You may not be aware this is a fan site run by volunteers and not affilliated with Beeline.

      If you play on iOS, Beeline has stated they will issue a fix for the crashing on or aroud May 1. Or, if you know how to restore your game from Game Center, you could delete the SV game, reinstall it, and restore your data from Game Center. Beeline does not recommend using the latter solution as it is risky because players who are not fully acquainted with how the process works, it is possible to lose everything and have to restart the game from Level 1.

  24. Hanada says:

    I can't open smurfs still help !!!

  25. France says:

    New update doesn't fix problem with game still can't get passed loading screen ( beeline orange) can you please start working on this.

  26. Smurfy says:

    I still can't open the game. Although you posted it was fixed

    • Poet says:

      No one said this issue is fixed. The latest update doesn't cover the issue you are facing. This issue will be addressed in the next update.

    • Bea says:

      Idem. I can't open the game. When the game is launched, the page of Beeline appears and suddendly we come back to nothing.
      I'm afraid that this problem can't be solved and we lost everything we have done.

  27. Pegasus says:

    Just downloaded new update for bugs to be fixed and still can't open smurfs on my iPad still crashing

  28. Akkadyan says:

    Help!! From today i can not open game smurf village!!! And i am level 54:( Please help me!!!

    • Stroumpfette says:

      Beeline has stated they will issue a fix for the crashing on or aroind May 1. Or, if you know how to restore your game from Game Center, you could delete the SV game, reinstall it, and restore your data from Game Center. Beeline does not recommend using the latter solution as it is risky because players who are not fully acquainted with how the process works, it is possible to lose everything and have to restart the game from Level 1.

  29. Sher says:

    My game is down again can't get in it

    • Stroumpfette says:

      If you play on iOS, Beeline has stated they will issue a fix for the crashing on or aroud May 1. Or, if you know how to restore your game from Game Center, you could delete the SV game, reinstall it, and restore your data from Game Center. Beeline does not recommend using the latter solution as it is risky because players who are not fully acquainted with how the process works, it is possible to lose everything and have to restart the game from Level 1.

  30. Peter Voorzaat says:

    I can not open Smurf Village on my Ipad 2. It stucks at the orange startscreen with just 5 blocks to go.
    Cleared the memory, started the Ipad twice, started without the Internet connection.
    All the usual trics do not help.
    An ideas out there?

    • Stroumpfette says:

      Beeline has stated they will issue a fix for the crashing on or aroud May 1. Or, if you know how to restore your game from Game Center, you could delete the SV game, reinstall it, and restore your data from Game Center. Beeline does not recommend using the latter solution as it is risky because players who are not fully acquainted with how the process works, it is possible to lose everything and have to restart the game from Level 1.

    • Crouzet says:

      I have the same problème and i don't have solution. Could you help me?

      • Stroumpfette says:

        Beeline has stated they will issue a fix for the crashing on or aroud May 1. Or, if you know how to restore your game from Game Center, you could delete the SV game, reinstall it, and restore your data from Game Center. Beeline does not recommend using the latter solution as it is risky because players who are not fully acquainted with how the process works, it is possible to lose everything and have to restart the game from Level 1. That you can see your village from a friend's game is irrelevant. What you saw was a copu of your village on the Beeline servers, not the village on your device.

  31. Mireille says:

    Smurfs Village doesn't open at my iPhone.
    I also have smurfberries ready to harvest for the next 9 days. Will they be lost as long as I can't get into Smurfs Village? I paid for it…

    • Stroumpfette says:

      Beeline has stated they will issue a fix for the crashing on or aroud May 1. Or, if you know how to restore your game from Game Center, you could delete the SV game, reinstall it, and restore your data from Game Center. Beeline does not recommend using the latter solution as it is risky because players who are not fully acquainted with how the process works, it is possible to lose everything and have to restart the game from Level 1.

      With regard to your SB, I think they will be ok. You may want to ask Beeline about this to be sure via their support portal http://beeline-i.com/support.php

  32. Mireille says:

    Smurfs Village on the iPhone will also not open.

    Plus at the moment I have smurfberries. I still have them for 9 days.

    Will I loose smurfberries every day I can’t acces Smurfs Village?! I’ve paid for it….

    Thank you in advance for your reply.

  33. Mary Alice says:

    I can not open smurfs !!!

  34. Dawn black says:

    I can't open Smurf village on my iPad – I'm gonna be ticked if I have to start all over. Please help!

  35. Norma bitar says:

    I can't access the village at all. Is there any problem from ur behalf. Or is it from I pad.? Pls reply. Thanks

    • Spelling_Bee says:

      Beeline is currently investigating this issue and they hope to have it resolved soon.

  36. florrie says:

    please help me, i ve been unable to open the smurfs village on my tablet since 3 days ago… what should i do?? :'(

  37. Clumsy says:

    Is it down again? Looks like the page you get when the hosting/company forgot to renew the domain… I'd like to send a support ticket in :(

  38. suzanne says:

    'Dear all,
    I'm playing Smurfs on my Iphone, I have to dig up Pyrite on the mountain for Grandpa Smurf.
    I have digged it up several times but the question is still not completed.
    How can I complete this question and go on?
    Suzanne

  39. Smurfdel says:

    Since the update I am no longer receiving the weekly smurberry from both the windmill and look out tower, anyone else having this problem?

    • Smurfette says:

      Have you used the time cheat (i.e. changed the time on your device)? If so it is normal, the time cheat comes with penalties that include daily/weekly rewards (like Jokey Smurf's present or the Smurfberry reward) to not be given out for a while. If you have not used the time cheat, you should contact Beeline about this issue. You can reach their support team at support@beeline-i.com

  40. keoxinh says:

    tại sao tôi không thể mua JUICER RESOURCE BUNDLE OFFER IN THE SMURFS VILLAGE trong làng được?tôi không nhạn được thông báo nào hết

    • Stroumpfette says:

      Translation: why can not I buy Juicer RESOURCE BUNDLE OFFER IN THE Smurfs village VILLAGE? I did not receive any notice

      The offers sent to players are random. Not all players get the same offers. Hopefully, you will receive the offer at some point in the future.

      Also, in the future, please send your comments in English. It will reduce any delay in our response. Thanks very much for your cooperation with this request.

  41. matei says:

    Daca ma conectez la net nu ma lasa sa iau punctele de la reporter. Nici sa vizitez satele prietenilor.

    • Stroumpfette says:

      Translation: If I connect to the internet will not let me take points from the reporter. No friends to visit villages.

      I'm not sure I understand your question. If you're having trouble seeing your friends and neighbors network and you're using Facebook, try this: logout via the Manage Friends button in Options from within the game, open Facebook from a web browser and remove the SV app from your Facebook Apps page, and reboot your device. Open the game and login to your Facebook account under Manage Friends. It will re-link the SV Facebook app at that time. You should now be able to see your friends. If you're using Game Center, try logging out of Game Center on your iOS device and rebooting, and then try accessing your friends and neighbors again.

      With regard to reporter, if you're having trouble with the weekly Tweet in which you are rewarded a Smurfberry, there is an ongoing issue that started about three weeks ago. Beeline is aware of the problem and is trying to fix it from their end, and we may have to wait for an update for it to be fixed. There is NOTHING you can do on your own to fix this, I'm sorry to say. It is in Beeline's hands. You can, however, let them know you are one of the players affected by opening a ticket at http://beeline-i.com/support.php as their support portal is now back online. If you have trouble accessing the address, you may have to clear the cache on your browser.

      In the future, please submit your comments in English to facilitate our response to you. We thank you for your cooperation with this request.

  42. Alerio says:

    Where can I find the volleyball net to add to the village?

  43. Liam says:

    I can’t find the lamp post for money in the new menu, I can only find the lamppost for skurfberries. I need it to complete papa smurfs quest and can’t get the hot balloon until I’m done. Was going to ask beeline??

    • Stroumpfette says:

      Hi, Liam. I'm the Android admin, and my husband plays on iOS. He just checked his menu and verified that the particular lamp post which appears on my system for 1000 coins appears to only be available for 3 SB on iOS since the update. The other light that appears closest in appearance is a new garden light for 500 coins. Have you tried placing that one to see if it works?

      If it doesn't work, the only thing we can suggest is waiting until the support portal is back online and then opening a support ticket. Just in case you don't have their address, it is http://beeline-i.com/support.php We will be sure to let you know when we hear the system is back online.

      • Spelling_Bee says:

        Hi Liam & Stroumpfette. I can confirm that the original wooden pole Street Lamp for coins is missing in the new update. Beeline is aware of the issue and plan to add it back in the version 1.3.8 update. (Please note, no other lamps will complete the quest except the same lamp that is also available for 3 Smurfberries. I would recommend waiting until the next update, unless you have the extra Smurfberries to spare.)

  44. skunk says:

    They rarely answer when you report a problem anyway. Sweepy wiped out several items I purchased with berries and I was never reimbursed. Other crashing problems were also ignored.

  45. nakeita says:

    Could the outage be the cause of the errors I keep getting when I try to purchase the Exclusive Offer? I have a Kindle Fire 2 and I have tried multiple times throughout the last 2 weeks to purchase one of the exclusive offers but I keep getting an error message and it will not let me purchase them. I have been able to purchase other things not associated with Smurf Village and I have checked all of my settings and my account for in-app purchases and everything is fine.

    • Stroumpfette says:

      Yes, I think it is quite likely. The outage also seems to be affecting whether we see our friends and neighbors, too. We haven't heard any additional information on the outage, but we will update everyone as soon as learn more information.

      • Spelling_Bee says:

        Hi Nakeita & Stroumpfette. Beeline's Customer Support Web Portal outage is due to issues that it's web site domain hosting company is having with their servers. This is beyond Beeline's control and would not have anything to do with the Beeline's own servers that take care of the friends & gifting. Similarly, it would also not cause any problems with purchasing of the Exclusive Offers because that is a separate server system as well.

        • Stroumpfette says:

          Hi, Spelling_Bee. Thanks for that information. It's very helpful to know that the situations are separate server events.

    • Hi Nakeita,

      I've got the same problem. I have also a Kindle Fire and I'm not able to get these exclusive offers. Amazon couldn't help, they told me,all settings are correct. I've opened a ticket with Beeline, but they couldn't help either. Hopefully it will work with the next update. I really wanted to have the campfire :-(

  46. Hefty220lbs says:

    Like anyone's gonna miss be hearing the same old "We're aware and looking for a fix and thanks for being patient" reply all the time and still after months still no fixes or results. Great game no doubt but wrong company to be running it unfortunately :(

  47. AndroidSmurf says:

    Big deal as if they ever help in the aid of any problems or troubles within the game to loyal players anyways!!

  48. KammerSmurf says:

    Well this isn't good.

  49. smurf ..... says:

    over one month without smurfs……why?? please IT speed up, or I must delete the game with a loss of more the Euro 50,oo in Smurfberry invested in the game :(

    • Stroumpfette says:

      You may not be aware that we are a fan site run by volunteers. When the Beeline Support Portal is back online, we recommend you open a ticket and ask Beeline to address the issues that are preventing you from accessing your game. Their address is http://beeline-i.com/support.php and we will be sure to let everyone know when their site comes back online.

  50. nicole says:

    merci pour l'info