Server Roll Back and Weekend Issues (MARCH 21st)

Modified on Tue, 31 Mar at 4:26 AM

Community Forum Thread on Library Compensation issue

Community Forum Thread on Server Roll back updates

We are extremely sorry that this incident has occurred, and again will be working to resolve this as a priority.

Support will not be accepting tickets requesting individual compensation.

UPDATE: 2:25 PM AEDT 31/03

These have now been sent out to all affected players.

Note: You would only get Star Stones if you had purchased the Library Pass, Star Stones were not affected by the bug that caused Library Rewards to display as collected.

UPDATE: 1:20 PM AEDT 31/03

The missing Library Pass and lvl 50+ Library Rewards are expected to be sent out to players in the next hour or two. This will only be sent out to players who were affected by this issue before the server rollback weekend, and will appear in your mailboxes.

UPDATE: 1:23 PM AEDT 27/03

Global compensation has now been processed and sent to all players, on all platforms. It can take a hour or two to reach all players if there are no delays.

Again, the missing Library Pass and lvl 50+ Library Rewards will be sent out after the weekend.

UPDATE: 7:44 PM AEDT 27/03

Compensation is currently expected to be sent out globally today, and the Library Pass and missing Library rewards for lvl 50+ players, will be sent after the weekend.

This is the total list of resources that are expected to be sent out. This list will split into three pieces of mail:

250 Gems
10 Gem Keys
10 Event Keys
50,000 Gold
1000 Souls
250 Glory
100 Gold Marks
100 Burning Marks
3 Gold Icons (equal to 15,000 VP)
10 Shiny Keys
300 Dragonite
100 Diamonds
1 each of Verse
2 Vault Keys
1 Epic Vault Key
250 Star Stones

This will go out globally, to all platforms. We will not be sending individual compensation, and Support will not be accepting tickets requesting individual compensation.

As we shared yesterday, the 200 Campaign Stars have now since been restored to players accounts who had purchased the Campaign Pass.

UPDATE: 2:03 PM AEDT 26/03

Failed purchases are now being restored on player accounts.

Players who purchased the Campaign Pass on the weekend, will not see the bonus 200 Stars added to their account, as they are not a resource.

The team will be working on getting them added to your account. There is no need to submit a ticket.

Players who purchased the Library Pass on the weekend will see a New Hero Pass in the rewards when they collect their returned Library Pass. This is a visual mistake only, you have received the Library Pass and the correct rewards.

UPDATE: 12:58 PM AEDT 26/03

Failed purchases are looking to be restored within the two hours or so.

Players who purchased the Campaign Pass on the weekend, will not see the bonus 200 Stars added to their account, as they are not a resource.

The team will be working on getting them added to your account. There is no need to submit a ticket.

UPDATE: 11:36 AEDT, 26/03

Real money purchases made that were affected by the server roll back, are still expected be restored today. Currently we are awaiting a more specific ETA.

There is no need to submit any tickets to our Support team about this weekends issues.

As mentioned yesterday, once they are restored, they will go to your Rewards tab of your Inbox. Please ensure you have space in your mailbox as it has a capacity of 100 items.

There is a chance as well that global compensation for the weekends incident will go out tomorrow - this is currently unconfirmed as the compensation itself is still being worked on.

We are also still working on a fix for the Library Pass Purchase missing rewards, and expect that to go out with the missing level 50+ Library Rewards - at this stage we expect this to go out after the weekend.

UPDATE: 11:18 AM AEDT, 25/03

We are in the final stages of testing some data to be able to restore everyone lost real money purchases from the server roll back on the weekend.

After those tests pass, we will be able to roll out that data and restore players purchases.

Once this has gone out, and without any issues, we will then be sending out the correct Library Pass rewards, as well as the missing Library rewards for players over level 50 (mentioned in our Known Issues article).

These will both be pushed out automatically, so players do not need to submit any tickets to support.

We are hoping to be able restore any lost real money purchases tomorrow, Thursday 26th of March.

This is not 100% confirmed, this is just the plan at this stage. Once they are received though, they will go to your Rewards tab of our Inbox.

So we can ensure that we have all eyes on the purchases being restored without any issues, the Library Pass and missing Library rewards are planned to be sent after the weekend.

Global compensation will be worked on only after these issues and missing resources/purchases have been resolved. Support will also not be accepting tickets requesting individual compensation.

UPDATE: 10:04 AM AEDT, 23/03

There is no need to submit any tickets about this issue. We will be able to grab players accounts from the database, to restore any lost real money purchases.

Information about what occurred over the weekend

We will be bulk replying to all current tickets about this specific issue.

On March 21st, an unintentional server deployment was released to our live servers. This caused many players to receive the Library and Library Pass reward mail before we had finished testing the fix for this existing known issue, that we were intending to release this week.

Because this broken update went live, to resolve it, we needed to shut down our game servers and roll them back to a point before this update went live.

Unfortunately, due to the timing of this occurrence, we were unable to make clear announcements to the community that it had occurred and that we would need to shut down the game servers and roll back players' data to before it occurred.

Our team is now currently working to fix any remaining issues that were caused by this incident. This involves restoring any lost real money purchases to players who bought anything in the period of time that we had to roll back. We will be automatically getting these accounts from our server data, so Support does not need to be contacted to have your purchase restored.

If you have already requested a refund from your platform, there is also no need to contact our Support, if you still get this purchase added to your account.

If you purchased anything with resources during this period, because your account data was rolled back, the spent resources would have been reverted. Anything that was purchased with resources would also no longer exist on your account, as with the data roll back it is as though the purchase had not happened in the first place.

This also means that any rewards collected from your mailbox for the Library and Library Pass issue, were removed.
We will still be sending compensation for the Library issues once the fix is completed.

We will also be sending out global compensation for this server incident, only after we have completed resolving any remaining issues. This compensation will be sent out globally, Support will not be sending individual compensation out to players manually.

As servers are live once more, the team is actively working on fixing any remaining issues and all compensation or missing real money purchases will be sent out automatically.