74383-addressing-missing-gold-and-renown

== Content ==
			
Hi everyone -- 
 
The team ‘s been actively working on an issue with the European Auth server crashed a few times this morning. At approximately 11:40AM PDT we experienced a crash of our Regional server. The Regional server controls account rights and permissions for everyone who logs in, which means when it fails we wind up with a situation where accounts get flagged as “Guest.”  If you happened to log into the game or load into a new instance during the small window that the Regional server was having an issue at 11:40AM PDT – 11:45AM PDT (6:40PM – 6:45PM UTC), you would have been flagged as a guest account and become subject to guest account restrictions. 
 
Getting flagged as a guest account has a number of different implications, but the most visible is a cap on the amount of gold you can store. As a matter of fact, all currencies (influence, renown, etc.) are capped for guests. Basically, this means that your currencies may have reverted to the max amount allowed for a guest if you made a transaction while our Regional server was down. This is the reason you may not have noticed the problem until a little while after you purchased from a vendor, hit the Commodities Exchange, sent a letter, or made some other cash purchase.
 
Let me start by saying this is our bad, and we’re sincerely sorry that an issue like this popped up and affected all of you. The team is working on countermeasures to prevent this from happening again, the first of which is a hotfix to prevent currency from ever being removed from a guest account in the event of a Regional server crash. The second is a blocker to prevent game world logins if Regional is in a bad state. This hotfix is something that we’re targeting for release today with an emergency downtime -- in the middle of prime time, if needed.  
 
In addition, we’re going to reimburse everyone affected by this issue. More info about this will be coming soon.
Thanks very much for your patience and understanding. We’re working to address these issues as quickly as possible so you can continue to enjoy your time in Nexus.
 	
----
			I hope we're getting our gold back soon, I lost 7 plat, and as a level 50 kind of need the gold asap.	
----
	
----
			
The bug already happened yesterday, for me at least, see report #377688 on support.
 
Thanks for the fast hotfix nonetheless, kudos for the support who are going to have to look at the various logs to restitute the currencies :)	
----
			Glad to see that these people can be reimbursed this quickly but i still haven't been refunded for expert riding skill.	
----
			This is a painfull thing. I had the experience aswell. Got kicked out of a veteran dungeon, and my currency was suddenly 55g. While being over 2 plati.It seems it is happening to more players. Hopefully we will see this reimbursment. 	
----
			I really hope we can get it back, u dont just get up to 7plat in a short time. With this and the riding skill bug i lost nearly 9platin in total now which is in CREDD 2 month of gametime on our server atm :(.	
----
			I won't be patient here. Already cancelled my sub, and if this isn't fixed shortly, I won't resub. And no, nobody can have my stuff. Oh wait, there is no stuff left.	
----
			
{| class="blockquote"
 
Hi Everyone -- 
 
The team was actively working on an issue with the European Auth server which had previously crashed a few times this morning and at approximately 11:40AM PDT we experienced a crash of our Regional server. The Regional server is the server that controls account rights and permissions for everyone who logs in; which means when it fails we wind up with a situation that flags accounts as “Guest”.  If you happened to log into the game or load into a new instance during this small window that the Regional server was having an issue at 11:40AM PDT – 11:45AM PDT (6:40PM – 6:45PM UTC) you would have been flagged as a guest account and had guest account restrictions applied. 
 
Having a guest account has a number of different implications, but one of the most visible is that it affects the amount of gold that you can store (all currency types are effectively capped, however).  This means that upon making a successful change to your currencies after having logged in while the Regional server was having issues, your currencies would then revert to the max amount allowed for a guest. This is the reason that many players didn’t notice the problem until a little while later and most likely after a transaction was made (vendor, auction house, etc.).
 
We’re sincerely sorry that this issue popped up and affected our community. The team is working on countermeasures to prevent this from happening again; the first of which we’re working on is a hotfix to prevent currency from being removed from a guest account in the event of a Regional server crash. The second being a blocker to prevent game world logins if Regional is in a bad state. This hotfix is something that we’re targeting to release today with an emergency downtime -- in the middle of prime time, if needed.  
 
In addition, we’re going to provide reimbursement to those who were affected by this issue. More information about this will be coming soon.
 
Thank you for your understanding while we address these issues as quickly as possible so you can continue to enjoy your time in Nexus.
 
----
			I really hope they reimburse my lost 5 - 6 plat quickly cause I kind of need it to actually play the game. 	
----
			Well, lets hope that this reimbursement is done quick sharp...I'm not liking being at 50 gold when I had things I wanted to buy, I'm just going to pray that we don't get half assed and end up not getting 100% of our lost plat/gold back -_-. 	
----
			rip 17 plat	
----
			
I hope that you can give us back the 100% of the gold and renown.
If not rip 23plat.	
----
			I'm going to take a moment of silence to mourn for my plat.	
----
			i lost 3 platinium and maybe 40-50 gold im not sure coz who stay to watch every second how much gold u have in bag and if something like this happen to make a ticket with fix amount that u lost ...my question is do i get all my gold back ?	
----
			Rest in pepperonis my sweet platinum coins and all the renown earned from fun times with friends. #Ripperoni	
----
			Hoping we get our money back soonish??? would really like to respec but ya know since respec at level 50 costs around 50 damn gold lol I'd love to have my 5 and a half plat back sometime soonish.....	
----
			
Here lies, 57 Plat.
 
You will be missed greatly.I'll try to remember the good times we had...
 
NEVAR FORGET 57 PLAT.	
----
			
The money will be returned this evening.
 
The advanced riding skill cash reimbursements will be early next week. (It is more complex, but we have finally fixed the underlying bug, so we can move forward with the reimbursement plans there)	
----
			Does this mean that we can actually buy advanced riding on live now? I have seen reports of it being broken but nothing from a dev stating if thats true.	
----
			Yes, the advanced riding skill is fine and doesn't take extra cash on extra clicks now. The only remaining report is that if you are mounted and buy it, you have to remount before the speed takes into effect. That's no big deal (we'll fix it, but it shouldn't prevent you from buying it!)	
----
			Good to hear our money will be given back soon. Having only 50 gold at level 50 is kinda a drag plus seeing as how I spent real money to buy cred and sell it off for some extra plat for runes I was pretty worried and somewhat mad to say the least.	
----
			I'm only lvl 30 and lost about 40-50 gold but it still boggled my mind on and spend a few hours thinking how I managed to spend ~50 gold on something without knowing what.	
----
			
{| class="blockquote"
I won't be patient here. Already cancelled my sub, and if this isn't fixed shortly, I won't resub. And no, nobody can have my stuff. Oh wait, there is no stuff left.
----
			
{| class="blockquote"
I won't be patient here. Already cancelled my sub, and if this isn't fixed shortly, I won't resub. And no, nobody can have my stuff. Oh wait, there is no stuff left.
----
			
{| class="blockquote"
The money will be returned this evening.
 
The advanced riding skill cash reimbursements will be early next week. (It is more complex, but we have finally fixed the underlying bug, so we can move forward with the reimbursement plans there)
----
			
Also are we getting a reimburse for all our RATED arena matches? I've won over 100 Rated arenas and no reward because of the bug. That is almost 3 plat in gold and over 100 chests. Are we getting that or only the pvers getting their gold back? I also feel that this bug won't be fixed anytime in the next few weeks so I really hope we will be getting our gold and boxes from all the rated arena matches we won because if not than that's just pure racism towards pvp community! PVP BOXES PLEASE!
@inb4norewardforthenextmonth	
----
			
{| class="blockquote"
i lost 3 platinium and maybe 40-50 gold im not sure coz who stay to watch every second how much gold u have in bag and if something like this happen to make a ticket with fix amount that u lost ...my question is do i get all my gold back ?
----
			
{| class="blockquote"
I won't be patient here. Already cancelled my sub, and if this isn't fixed shortly, I won't resub. And no, nobody can have my stuff. Oh wait, there is no stuff left.
----
			I'm pretty glad that i dont do pve, so no money lost, all my money going in C.R.E.D.D, that are actually low price, buying them then resell in sometimes	
----
			Got back 3 plats, still missing 3 more from a CREDD sale that did not register while the bug was active. Glad to see you're working on it.	
----
			
Got the gold back after the maintenance, but still no sign of lost Renown. Any updates on that? Would like my 30k renown back.
 
EDIT. So my currency tab now shows I have 25k elder gems.. I'm 99.9% sure that isn't intended :P	
----
			
I've been quick to leap to Carbine's defence previously but I really hope that I'm not placing too much trust in you when I say that I really hope you take lost platinum VERY seriously. I've lost around 6plat now through a couple of previous bugs with absolutely no sign of a refund, and I can see a lot of people have lost much more. As a company which is allowing the conversion of in game currency to real world money then this is an important issue. Right now, CREDD costs £11.99 or can be bought (on my realm) for around 4-5 platinum. That means people aren't just losing out on potential gold but the opportunity to fund their gameplay in future months.
 
I'll remain grateful for all the work you guys are putting in to the hotfixes and patches and continue waiting patiently to see if and when we get refunded.	
----
			
{| class="blockquote"
Here lies, 57 Plat.
 
You will be missed greatly.
 
I'll try to remember the good times we had...
 
NEVAR FORGET 57 PLAT.
----
			My friend and I have yet to get our money back server caretaker.	
----
			
It looks like someone screwed up royaly with the sql queries or whatever you did to restore the renown and gold:
 
 
Restored my renown into my elder gems?. I even bought something from the vendor and sold it back just to make sure my addon wasn't having a laugh. 
 
I would submit a ticket instead of posting on the forums and making everyone aware, but I have never had a response from a human in 6 tickets since launch. 
 
A couple of other things:
 
1. You "rolled back" my gold. I just lost 1.5 platinum in your rollback. Thanks. 4.61 plat was what I had when the issue struck. I was back up to 1.x platinum before you resolved it.
2. My auctions have all been rolled back and can be found again in my mail, I am a little concerned about what else has been rolled back. These were other auctions, my bad.
 
Some more info about what may have caused me to be hit by this bug after being put into "guest mode" - I didn't log in during the auth server being down to get hit with this bug. Our guild vet dungeon party that had just gotten to Stormtalon was disbanded without notice. It was repairing at a vendor after that which hit me with the bug.
 
Now that I bought something from the vendor and sold it back with elder gems, please don't end up resolving that into me having minus amount. TY
 
 
Edit: Just logged in and everything seems to be back to normal, thanks. Except that I am still missing some gold I had accumulated after the bug.  	
----
			
{| class="blockquote"
I've been quick to leap to Carbine's defence previously but I really hope that I'm not placing too much trust in you when I say that I really hope you take lost platinum VERY seriously. I've lost around 6plat now through a couple of previous bugs with absolutely no sign of a refund, and I can see a lot of people have lost much more. As a company which is allowing the conversion of in game currency to real world money then this is an important issue. Right now, CREDD costs £11.99 or can be bought (on my realm) for around 4-5 platinum. That means people aren't just losing out on potential gold but the opportunity to fund their gameplay in future months.
 
I'll remain grateful for all the work you guys are putting in to the hotfixes and patches and continue waiting patiently to see if and when we get refunded.
----
			Still waiting with my friend for our money lol	
----
			
{| class="blockquote"
Still waiting with my friend for our money lol
----
			
{| class="blockquote"
Given the servers are down for the people who WERE affected by this issue, im thinking you and your friend are thinking of an entirely different issue,
----
			Well if its only a problem on the EU servers than not sure what the hell our problem is Lost all but 50 gold zoning out of a BG. Early today.	
----
			I don't know exactly what happened, but zoning out of a PvP match on caretaker and losing all my money was kind of a bummer. Not sure how similar these problems are but I don't see how this can go unchecked if it's not just happening to me and M4	
----
			 I usually play towards the late evening/night so I didn't notice this thread. Is this still an ongoing issue?	
----
			not sure seems to be a problem with EU server but some of us on NA server have had it or maybe something like it.	
----
			
{| class="blockquote"
 I usually play towards the late evening/night so I didn't notice this thread. Is this still an ongoing issue?
----
			I did not get my 5 plat back yet :( 	
----
			
{| class="blockquote"
No. We patched up the hole that was causing this and restored everyone's cash that was affected. (We erred on the side of the player's favor as best we could).
----
			I haven't got my gold back yet either.	
----
			Glad i'm not the only one assuming you guys are on an NA server?	
----
			
I'm EU.
 
{| class="blockquote"
Glad i'm not the only one assuming you guys are on an NA server?
----
			Well *cupcake* :P hopefully we both get our plat back	
----
			Wait to see if you get it or put in a ticket.	
----
			
{| class="blockquote"
Wait to see if you get it or put in a ticket.
----
			yeah i didnt get my gold back yet	
----
			
{| class="blockquote"
No. We patched up the hole that was causing this and restored everyone's cash that was affected. (We erred on the side of the player's favor as best we could).
----
			
So its nice to have my Plat back.
 
But all the money I made after the bug is gone now too.
I should be at 9.5 plat now. Not 8.5.
 
So thanks Carbine?	
----
			
{| class="blockquote"
No. We patched up the hole that was causing this and restored everyone's cash that was affected. (We erred on the side of the player's favor as best we could).
----
			You could send in a ticket and still be waiting to hear back from someone about your gold being taken for no reason...OH wait that what i'm doing!	
----
			I didn't recieve any reimbursement yet :(	
----
			Still no restores.	
----
			
Fairly big issue effecting the NA servers as well. I see the EU players and servers were *MOSTLY* addressed, however the players on NA servers (confirmed on Rowsdower, Evindra, Caretaker for sure) that were affected have had no announcements or acknowledgements that they will get the same prompt reimbursements. This is fairly game breaking for fresh 50's to lose all money. This means no respecs, no repairs, no runes for gear, etc. - stuff that is essential to character progression, especially this early.
 
Any word on getting this fixed for the NA players? And the rest of the EU players that didn't get reimbursements for that matter? Also any word on the issue that all money that was earned between "time-of-gold-wipe" and "time-of-reimbursement" is lost as well? I would hate to have that happen to me - will there be a reimbursement for money earned in the interim as well or is this something that can be avoided for future reimbursements?
 
Thanks for the hard work.	
----
			
I guess its case closed and for those of us that have yet to get our gold back on the NA servers are screwed? Because I kinda need my gold to be a level 50 in this game of yours and uhhh you took it all from me so how am I to respec, how am i to buy mats for runes, how am I to do anything when my gold was taken by a bug that your not addressing or even talking about?
 
 
The fact that I spent real life money on cred only to sell it make some nice plat than have it take from me an hour later and I was left with only 50 gold makes me think more than twice about resubbing to this game.
 
And don't tell me to send in a ticket i've been sitting on a ticket since yesterday and nothing yet.	
----
			IT'S MY MONEY AND I NEED IT NOW!	
----
			Main char have been locked for over 6hours now. THIS IS ABSURD. Punished on a saturday night, were I had nothing els planned than playing wildstar and I can't play my main char. GREAT	
----
			Still no money... US Pergo server exile... 5 plat 	
----
			I wouldnt min running around with less money, I cant even log on to my main char and just play. 7hours inc. hello!	
----
			Still no news, this is great!	
----
			Yup its not just an EU bug US server caretaker Toon name potmsbottom. Lost 5 and a half plat. Really wish someone from wildstar would at least say something to us... Still stting on my ticket since yesterday at 2 PM	
----
			
Not sure if the devs know this but you kinda NEED money if your level 50 to respec, to buy runes and or craft them I pretty much cant do anything now that all the money i was going to spend on runes is gone. Had to buy more cred just to keep my head above water so i could respec for an adventure with my friends.
 
Not to sound rude but stuff like this is what drives people to unsub.	
----
			
Here's a screenshot from my login screen! https://www.dropbox.com/s/fabinhmyu16mkzh/Damm%20you%20wildstar.jpeg
 
This is how my game have looked all evening/night, about 7 hours closing in on 8!	
----
			
{| class="blockquote"
No. We patched up the hole that was causing this and restored everyone's cash that was affected. (We erred on the side of the player's favor as best we could).
----
			
{| class="blockquote"
This has still not been resolved for myself, and I assume many other players. In my case, C.R.E.D.D. was sold, and then later the in-game currency that I received for it was mysteriously 'misplaced' by Carbine.
 
This equates to theft in my books. Expecting a resolution, quickly.
----
			same here still no refund (EU Serv) waiting ...	
----
			
Wohoo my char is unlocked. Although NOW I can't complete any quest, not even challenge, challenge will just surpass 100% without giving me bronze, I just had 300% in a challenge and after time ran out it went "Challenge failed" also, If I try to complete a quest it will do nothing, in my chat window it will write "[system] : Housing Error: Housing action failed."
 
I am so *cupcake* frustrated right now, feels like i got to level 50 and just got every little awesome feeling I had of this game ripped out my open chest!
 
Basicly I cant do shit, cause it will most likely be rolled back or something similair.
 
annnnnnnd my char is now after relogging, LOCKED again GG seriously *cupcake* THIS GAME	
----
			So I got a reply from support that they fixed this bug even tho I said the hotfixes hadn't fixed it. Now I've been waiting for 2 days for a reply.	
----
			Still waiting to even be able to play my level 50, again this morning I could log on to my main char, but its bugged as hell(can't complete quests or gain anything) relog and main char locked again. I had this weekend planned for playing wildstar as i turned level 50 friday. But… Have not been able to play the whole weekend. Gotta admit, even though I love the game, this kind of experience/service have made me second guess if I would want to continue playing. Playing games is something I just want to be able to do when I have the time, especially If it is subscription based. I don't expect using that time on just getting it to work. 	
----
			
{| class="blockquote"
This has still not been resolved for myself, and I assume many other players. In my case, C.R.E.D.D. was sold, and then later the in-game currency that I received for it was mysteriously 'misplaced' by Carbine.
 
This equates to theft in my books. Expecting a resolution, quickly.
----
			
The L40 advanced riding skill is still bugged for me!  When I went to purchase Sun, June 15th, it took my 50 gold, Carbine add-on crashed, but no new tier 2 riding skill.  In my non-combat abilities it still shows tier 1 even after multiple logouts and logins.  Please fix this!  I already opened a support ticket.
 
Thanks
 	
----
			
Tier 1 is what you buy for 50g. You have it and it worked as intended.
Tier 2 is 8000 gold and give another 35% speed.	
----
			
{| class="blockquote"
I guess its case closed and for those of us that have yet to get our gold back on the NA servers are screwed? Because I kinda need my gold to be a level 50 in this game of yours and uhhh you took it all from me so how am I to respec, how am i to buy mats for runes, how am I to do anything when my gold was taken by a bug that your not addressing or even talking about?
 
 
The fact that I spent real life money on cred only to sell it make some nice plat than have it take from me an hour later and I was left with only 50 gold makes me think more than twice about resubbing to this game.
 
And don't tell me to send in a ticket i've been sitting on a ticket since yesterday and nothing yet.
----
			After three days I finally got a response from customer support, asking me like 25-char codes for other games on my NC account, or even phone number, timezone, and when I'm free if they need to call me, all of this to "find back my account". All I wanted was my few missing plat back, guess I'll just forget about them and move on. Kinda sad to get a senseless automated answer from customer support after waiting for three days instead of one.	
----
			
Any update on this? At this point I am more concerned about the money earned in the interim since the bug, as I am about the actual money lost due to the bug. Sure, I would like to get the lost money back, but I've heard of people that had their money reimbursed losing all the money they had earned in the interim between the bug and the reimbursement. Each day that this drags on, the more money is at risk to lose due to reimbursement.  
 
I don't mind the delay - but I would like clarification - is the money that we are earning safe? Or a week later am I going to lose 10+ plat because my lost 3 plat was finally reimbursed?	
----
			
Its been 5 days since I put in my ticket after having lost over 50 gold.
The first few days I was getting regular automated responses telling me how slammed they were.
Nothing at all for the last two days.
 
Realm; Myrcalus	
----
			Quick update about the ticket I sent after losing the money I got from selling a CREDD due to this bug, after one week of back and forth between me and the customer support : I won't get a refund, simple as that. After my ticket was instantly closed, I was asked to use the /bug command ingame to report it (which I did as soon as the bug occured). Guess I was expecting too much.	
----
			I still havn't recieved my 5 plat yet, and it has gone several days now... I made tickets, and got reply that carbine support team sent me the lost stuff into my ingame mailbox, wich is a lie, I havnt recieved anything in my mailbox.	
----
			
{| class="blockquote"
Quick update about the ticket I sent after losing the money I got from selling a CREDD due to this bug, after one week of back and forth between me and the customer support : I won't get a refund, simple as that. After my ticket was instantly closed, I was asked to use the /bug command ingame to report it (which I did as soon as the bug occured). Guess I was expecting too much.
----
			
{| class="blockquote"
The money will be returned this evening.
 
The advanced riding skill cash reimbursements will be early next week. (It is more complex, but we have finally fixed the underlying bug, so we can move forward with the reimbursement plans there)
----
			My ticket has been open for 14 days now. Only 1 reponse, where my ticket was transferred to their payment department. What the cupcake!? I think the supporters don't even skim through the tickets. It would take literally 10 seconds to figure out that it's an in-game issue and not a billing/payment issue.	
----
			I lost 3 platinum trying to upgrade my house and nothing happened. And I put in 2 tickets and they said they could not restore anything to me...	
----
			
4800 prestige I had earned for when I hit 50 gone, anytime I try to make more prestige it simply vanishes. 2 support tickets with 0 results.  2 weeks since this has happened no restore. End result haven't pvp'd since. Which sucks because I enjoy pvp just as much and pve...probably more.
 
As much as I love this game, but with all the problems, apparent lack to fix, reimburse, and just bad choices being made by the dev's. I find myself wanting to play less and less.	
----
			
Wait! It gets better..  Not only do you have in-game currency vanishing!  Everyone should check their statements for whatever method you've used for your monthly subs (if they're still active).  I just discovered today that I've been overcharged $30 for subs...  First 15$ charge was on May 25th.  So... what, no free month of game-time?  Then there was a DOUBLE charge on July 4th.  Happy independence day for sure; for my money decides to up and set-out on its own to the NCSOFT billing!
 
Check it and post:
 
https://forums.wildstar-online.com/forums/index.php?/topic/102095-check-your-credit-card-statements-with-regards-to-monthly-subscription-charges/
 
If I get some fraking BS about not being able to refund my money... I will unleash all the internet and its vast might upon them.	
----