Post Update 12.17 Login/Crown Issues

[Harlems369th]

Greetings Leaders,

Over the weekend, we worked to resolve the issue where some players noted losing Crowns after completing upgrades while having the latest Library Bookcase researched. During that investigation, we also discovered that this was connected to players being unable to login.

The loss of crowns and Network disconnects were caused by the following:

For players with levels in the new Library Bookcase with reduced Building Upgrade times, speeding up an upgrade caused the game to believe that the original time, prior to reducing it, was still in effect, causing a crash. This created a state where players wouldn’t be able to log in, and in some cases, for those who attempted to finish upgrades with crowns, it would try to spend crowns at each login to finish the upgrade. When the upgrade completes itself naturally, players will be able to log back into the game.

We have since fixed this issue earlier this afternoon. If you believe you lost crowns after the 12.17 update, please reach out to our CS Team; we are tracking these reports and restoring lost crowns if you were affected. Due to the wide variance in lost Crowns, we aren’t able to determine a game-wide solution; lost Crowns will only be restored by submitting a CS Ticket. We apologize for the inconvenience.

 

[TinyTobias]

Does the customer service team have access to how many crowns were lost per account? Many players have already opened tickets and received nothing but pushback from CS who either didn’t refund crowns or gave back way less that was taken from them.

 

[Terrible Todd]

It seems anyone with a ticket opened (I opened multiple) should get priority here....and they should be compensated more than some stupid crowns. There was NO communication and many of believed our accounts were damaged or deleted.

Nobody said anything, tickets were closed... we were kept in the dark. If it wasn't for my alliance, I probably would have deleted the game and left by now. It's been almost 5 days for me, with nothing from BHG.

Now I have to beg to get my crowns back? Yeah, miss me with that BS.

This game sucks the way it is run. Customer support is so bad and has never gotten better.

 

[Nikolay]

Greetings Leaders,

Over the weekend, we worked to resolve the issue where some players noted losing Crowns after completing upgrades while having the latest Library Bookcase researched. During that investigation, we also discovered that this was connected to players being unable to login.

The loss of crowns and Network disconnects were caused by the following:

For players with levels in the new Library Bookcase with reduced Building Upgrade times, speeding up an upgrade caused the game to believe that the original time, prior to reducing it, was still in effect, causing a crash. This created a state where players wouldn’t be able to log in, and in some cases, for those who attempted to finish upgrades with crowns, it would try to spend crowns at each login to finish the upgrade. When the upgrade completes itself naturally, players will be able to log back into the game.

We have since fixed this issue earlier this afternoon. If you believe you lost crowns after the 12.17 update, please reach out to our CS Team; we are tracking these reports and restoring lost crowns if you were affected. Due to the wide variance in lost Crowns, we aren’t able to determine a game-wide solution; lost Crowns will only be restored by submitting a CS Ticket. We apologize for the inconvenience.

Please reply in this thread https://xen.bighugegames.com/index.php?threads/methods-of-dealing-with-critical-bugs.40452/

 

[Terrible Todd]

LOLOLOL I had nearly 1000 crowns, and finally got back into the game, to find 24 crowns left. I just logged in and was given 800 crowns... in a "gift":

Thank you for keeping in touch with us. We have verified the loss of crowns on your account and have reinstated them. Please log in to check your updated crown balance. Additionally, we have provided you 400x crowns as compensation. Rest assured that there is a fix for this issue and it will be rolled out soon. Thank you for understanding.

You can all suck my left testicle.... 400 crowns for 2 missed wars. 4+ days of thinking my account was gone... and I get 400 crowns??

Am I just a joke to you? Is this a joke?

Pathetic. This game is pathetic.

 

[Terrible Todd]

I don't think I want to play this game anymore, if the developer was totally in the wrong, logs my out and blocks me from logging in, doesn''t answer any questions for FOUR days.... I missed war attacks, and two full wars. I get back and all my crowns were stolen by the game, and I am required to plead for them back... finally get back half of what I had, and then you insult me by giving me 400 crowns???

Seriously? That's what a paying account is worth to you in (totally useless digital crowns)???? I guess you won't care when I delete this game and never look back?

I'm so over BHG and all of this crap. This game is just not worth it... (I feel compelled to say something though... and I will, in every channel I can possibly find. I will leave reviews and let anyone I can find to tell, about my story with your product and my experiences with your company.

 

[Nikolay]

So fair...

 

[JuggernautJ]

Greetings Leaders,

Over the weekend, we worked to resolve the issue where some players noted losing Crowns after completing upgrades while having the latest Library Bookcase researched. During that investigation, we also discovered that this was connected to players being unable to login.

The loss of crowns and Network disconnects were caused by the following:

For players with levels in the new Library Bookcase with reduced Building Upgrade times, speeding up an upgrade caused the game to believe that the original time, prior to reducing it, was still in effect, causing a crash. This created a state where players wouldn’t be able to log in, and in some cases, for those who attempted to finish upgrades with crowns, it would try to spend crowns at each login to finish the upgrade. When the upgrade completes itself naturally, players will be able to log back into the game.

We have since fixed this issue earlier this afternoon. If you believe you lost crowns after the 12.17 update, please reach out to our CS Team; we are tracking these reports and restoring lost crowns if you were affected. Due to the wide variance in lost Crowns, we aren’t able to determine a game-wide solution; lost Crowns will only be restored by submitting a CS Ticket. We apologize for the inconvenience.

Is the issue fixed?
Is it now safe to research the new Library bookcase?

 

[Harlems369th]

I don't think I want to play this game anymore, if the developer was totally in the wrong, logs my out and blocks me from logging in, doesn''t answer any questions for FOUR days.... I missed war attacks, and two full wars. I get back and all my crowns were stolen by the game, and I am required to plead for them back... finally get back half of what I had, and then you insult me by giving me 400 crowns???

Seriously? That's what a paying account is worth to you in (totally useless digital crowns)???? I guess you won't care when I delete this game and never look back?

I'm so over BHG and all of this crap. This game is just not worth it... (I feel compelled to say something though... and I will, in every channel I can possibly find. I will leave reviews and let anyone I can find to tell, about my story with your product and my experiences with your company.

I'm sorry that this was your experience. I reached out to you via DM to hopefully get more information, if you are still missing crowns caused by this bug we'd like to address that and make it right.

 

[JuggernautJ]

@Harlems369th

Is the issue fixed with the new update?
Is it now safe to research the new Library bookcase?
Thanks for your reply!

 

[Harlems369th]

@Harlems369th

Is the issue fixed with the new update?
Is it now safe to research the new Library bookcase?
Thanks for your reply!

Yes, it was fixed at the time of the release of the original post, so long as you installed update 12.17.2.

 

[Harlems369th]

An update!

It took some time, but we were able to track down all players that were affected by the 12.17 Crown loss. You should start seeing the return of those Crowns as of yesterday evening. We're also sending additional compensation to all players for the inconvenience caused. If you still believe you're missing Crowns don't hesitate to reach out to the CS Team. We apologize for the delay of this resolution.

 

[nobodyknowsthetrouble]

When will you fix these bugs?

 

[Harlems369th]

When will you fix these bugs?

Both were resolved as of last week.