For transparency and so everyone is aware in case they still try to send a ticket, this is what everyone is receieving
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. I will be closing this ticket.
For live updates on this issue, please see this article: Server Rollback
Then directed to submit a new ticket or reply if it’s a different issue.