Community Forum Thread on Library Compensation issue
Community Forum Thread on Server Roll back updates
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.
There is no need to submit any tickets to our Support team about this weekends issues.
We are extremely sorry that this incident has occurred, and again will be working to resolve this as a priority.
The team will be working on this as a priority, to make sure everyones data is correct. Only once the situation is resolved, will we be able to start on compensation
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.
We will be bulk replying to all current tickets about this specific issue.