Hi Chief,

I would be more than happy to assist you, but a help request that concerns access to a game account must come from the account’s primary user. Please ask the player to open Clash of Clans (install it if necessary) and check the in-game FAQ for an answer to their issue. Otherwise they only need to press the “Contact us” button to send us their own request for help.

I understand that this is an inconvenience to you, but we need to ask this for security reasons. This is to ensure that we help the right Chief and the right village.

Please don’t hesitate to get back to me if you have any further questions.

Clash on!