Our World Server Issue - Player Profile Info

NG_Filipe

Hey everyone,

We're currently investigating an issue with Our World where some player profiles have been reset back to level 1. Unfortunately, we had some server issues which are currently being fixed. We are hoping to fix the accounts of Players' affected as soon as possible, and we'd like to extend our sincere apologies for any inconvenience.

Thanks for your patience whilst we fix the issue.

The Our World Team

NG_Filipe

Hello everyone,

Earlier today, the game was experiencing an issue that would cause a progress reset on accounts of some of our players. We have already implemented a fix to it and no new accounts should be affected since.

For those affected, please know that we are working on restoring your accounts and ask for your patience as this is ongoing as we might not be able to resolve this fully today.

If you got affected and haven't reported it yet, please follow these steps:

1. Load the game and play through the starting tutorial

2. Proceed to send an in game support message containing the following information from before your account reset: 

• Message title: Account reset to level 1
• Player Name
• Player Level
• Group Name

Please accept apologies from the Our World team for this inconvenience, and rest assured that we are investigating how to recover your account and we will restore it as soon as it's possible.

NG_Filipe

Hello everyone,

We are in the process of investigating all affected accounts.

We will update you as we have a fix in place, however unfortunately there is not timeframe for this just yet. Once accounts are restored, compensation will be sent out to those affected as a thank you for your patience.

Stay safe out there.

NG_Filipe

Hello everyone,

We are actively working to restore accounts at this time. To restore accounts we must first suspend access to a players account before beginning the restore process. This is done to prevent players from being active on their accounts during the restore process and prevents overriding the restore.

You will  receive a "Banned" screen while we are restoring accounts and these are being pushed out now. This is simply the method used to suspend access to your account and will be removed when your account has been restored. The duration of the "ban" is set to the system default and is set only to prevent the account suspension from ending during the restore process.

We will update everyone once we have completed the restore process.

NG_Filipe

Hello everyone,

We've now been able to restore all affected accounts, and are in the process of removing the account suspensions. Once the account suspension has been lifted from your account you should find your restored account upon logging in. If you are not back in your account please immediately tap on the profile image and connect to your Game Center or Play Games Account. This should finish restoring your account. Should your account not have been restored to its previous state after connecting to Game Center or Play Games, please send us an in-game message and we will look at your individual situation.

Once we have finished lifting all account suspensions, we will be sending 7 days of Daryl's Bike, 200 Energy, and 10,000 Spiked Tokens to the account of all affected players. Additionally, for all players in the game, we have increased the Season End Rewards to be a tier higher than where your group finishes the Season. For example, Tier 10 Season End Rewards will now be Tier 11 Season End Rewards.

Thanks again for your patience and our sincere apologies for the inconvenience caused.

NG_Filipe

Hello everyone,

We are aware that some players are experiencing issues related to their recovered accounts connection to their Group.  As soon as all account suspensions related to account recovery have been reversed we will begin to investigate this issue.

NG_Filipe

Hello everyone

We’re currently in the process of investigating a fix for the Group issue some of you have reported. In the mean time, there are steps that may alleviate the issue that have proven effective for other players:

If you are NOT the leader:

• Have a Leader kick you, and then you re-join.
• Have someone who did NOT have their account reset leave the Group, then you can join and the person that left can rejoin afterwards.

If you ARE the leader:

• Have someone who did NOT have their account reset leave the Group, then you can join back afterwards.

Please try these steps and hopefully it does work for you too!

NG_Filipe

Hello everyone,

We are aware that some players have not received the Season End Rewards a tier higher than where the group finished the Season. For this reason, we have decided to create a Free compensation pack containing 30 cards (at least 6 Rare, 3 Epic and 3 Legendary) and 2 Wildcards.

Please head over to the Shop and make sure to claim it before Saturday, February 20th 09:00 UTC!

Thank you for taking the time to reach out to us about your issue, and thank you for your continued patience.

Stay safe!

NG_Filipe

Hello everyone,

Earlier this week after we restored accounts effected by an account reset issue reports of those accounts being in a Group, but not actually in a Group started to be reported. We greatly appreciate the community's observations and suggestions to help players return to their groups. Unfortunately, these suggestions have not fixed the issue for everyone.

We are planning to release Update 15.1, which includes a fix for the group issue, on Monday February 22nd. Updating to 15.1 will be a necessity in order to fix the group-related issues.

In order to resolve the issue, we will be moving all affected players to the Groups they were a part of on February 14th. Should you be still in the same group, you will not see any change in Group status. On version 15.1, we will be reducing Social Cooldown to 10 seconds for the time between Feb 25th 13:00 UTC and Feb 28th 09:00 UTC. This will allow you to move back into the group you wish to be in.

IMPORTANT: When we begin the process of fixing the issue (Thursday, Feb 25th 13.00 UTC), you will be kicked from your current group. Please do not join any other group as this will break the fix for your account. We will let you know via push notification once the process has been completed. Upon returning to the game after the fix, you will encounter a soft lock error screen. Tap the reload button and your game and group will be fixed.

Thanks again for your patience and our sincerest apologies for the inconvenience caused during these past few days.

NG_Filipe

Hello everyone,

We’d like to give you an update on the current status of the planned Group fix.

We had to make the decision to delay the release of 15.1 slightly to take care of an issue we discovered over the weekend. This means that the Group fix must be delayed until Monday March 1st 09.00 UTC. The process will be the same as mentioned above, but will start at 09.00 UTC on March 1st. We will send a push notification when completed.

We will be reducing on Version 15.1 the Social Cooldown to 10 seconds for the time between March 1st 09:00 UTC and March 3rd 09:00 UTC. This will allow you to move back into the group you wish to be in.

Thanks again for your patience.

NG_Filipe

Hello everyone,

We are in the process of fixing ghost group placements. If you were affected, and are playing on version 15.1, you will shortly be kicked from your group and added to your original group, if a ghost placement applies.

If you are on 15.0, your Group won't be fixed. Please update to 15.1 as soon as possible. We are planning to run the fix for pending affected Players in 48h.

Stay safe.

NG_Filipe

Hello everyone,

Process is now completed. You are now free to swap groups. The Social Cooldown will be 10 seconds for the time between March 1st 09:00 UTC and March 3rd 09:00 UTC. 

Thanks again for your patience.

NG_Filipe

Hello everyone,

We are in the process of fixing the remaining ghost group placements. In few minutes you will be forced to update to 15.1 as 15.0 won't be any longer available. If you were affected, you will shortly be kicked from your group and added to your original group, if a ghost placement applies.

As we are doing the final batch today, Social Cooldown of 10seconds will be extended until March 4th 09.00 UTC instead of March 3rd 09.00 UTC.

Thanks again for your patience.

NG_Filipe

Hello everyone,

Group ghost placements have been resolved as of yesterday evening, and all groups should now be fixed.

If you were affected and you are still unable to join your old group, please contact us via Player Support in-game.

Please keep in mind that our response time won't be within a day. We are sorry for the waiting time that some of you have reported when contacting Player Support. Due to an increased amount of help requests, we have not been able to respond personally to every message within a day. Please know that we did not forget anyone and we are doing our best to get to every request as soon as possible.

In the meantime, if you have any additional information that could help us investigate or handle your issue quicker, please respond to let us know.