Sarah Otter

Mad Otter Games
Developer
Last edited
#1
Hi, Everyone,

Once the servers go back up, we need you to be aware that some things will be choppy, and that there are a number of issues we already know will not work!

But first and foremost, please be aware that it is very possible that once the servers go back up, there might be significant issues we did not anticipate, which would require us to bring the servers right back down, and do another rollback. While we of course hope that will not be the case, we need you all to be prepared for that possibility.

Here are a number of known issues which exist:
  • PC SAC players only (not Steam or mobile players) will be unable to purchase crowns. (We hope to have this resolved within one or two weeks). However, any crowns PC SAC players already have, can still be used to make purchases with in the item shop.

  • New PC SAC players will be unable to create new accounts. (However, existing PC players will still be able to download the SAC, and new players on PC can open Steam accounts to play V&H.)

  • The regular V&H Web site (www.villagersandheroes.com) will be replaced with a new, more streamlined version. This new version will lack most of the old website’s features at first, but over the next few weeks we will be gradually adding them in with new designs and features. This includes Customer Support, tester information, crown purchasing and more. The new website address is https://villagers-and-heroes.com/ - though the old address will still work and redirect to this new one.

  • In-game bug reports will not work. If you try to send one, you will receive a message which says, “Bug report failed to send!”

  • Since our regular V&H web site will be down, this means players cannot submit Customer Support Tickets via the on-line form. Instead players will need to send regular emails to: support@madottergames.com (In the Google Play Store and Apple Store, that email address is already listed as the standard means of contacting Customer Support.)

  • We cannot manually change email addresses in the database

  • And just a reminder: the compensation plan for players will not be implemented immediately, but could take at least one week or more.

Thank you in advance everyone for your patience these next few days and week!! We will do our best to have everything running smoothly just as soon as we can! :)

Also: We will start a forum thread for you all to post bugs you discover. Please do NOT email CS with bugs. Thanks! And in general, please be aware that when you submit a CS ticket, only high priority issues will be addressed within the next week, so expect a delay unless you have a truly critical issue.

ALSO, ALSO: IMPORTANT - We currently are still very limited with some of our usual tech capabilities right now. Specifically, I really need you all to clearly state your server and your in-game character name, when emailing Support. Much appreciated if you could please, thank you!
 
Characters
BashaDrake, Elmeti
Platform
Android
#5
Thanks for letting us know. On a semi-unrelated note, when the new website goes up, will there be a page with downloadable wallpapers?
 
Royal Guardian
Platform
Steam
#7
Thanks for the letting know Sarah!

For players submitting a cs MAIL, remember to include important information like server, toonname, and the problem as detailed as possible, including your actual request to the devs! (A fix, compensation, check from their side). Also I would expect with the big bugs explained above, cs answers may be delayed a little.

Sarah, if we find big problems not listed above, would you prefer a CS ticket or forum post? Since bugreport is down
 

Zazie

BRA Member
Royal Guardian
Characters
Zazie, Shiny, Skip, Auntie
Platform
PC
#9
Question: Since in game bug reports will not work, what is the preferred method for getting that info to the devs? Forum posts, preferably organized by topic (or something similar?)
 
Likes: Wait

Shinsa

Eldritch Huntress
Platform
PC
#11
YAY! Here's hoping that all goes well...I hope the game is up soon...I miss it and everyone soooo much! Sarah, we got snow this morning, 2" in an hour...then flurries then nothing...nothing like what you guys went through...did you get your electricity back yet? Hope to see everyone later today!
Shinsa
 

Sarah Otter

Mad Otter Games
Developer
#12
Thanks for the letting know Sarah!

For players submitting a cs MAIL, remember to include important information like server, toonname, and the problem as detailed as possible, including your actual request to the devs! (A fix, compensation, check from their side). Also I would expect with the big bugs explained above, cs answers may be delayed a little.

Sarah, if we find big problems not listed above, would you prefer a CS ticket or forum post? Since bugreport is down
I just edited the original post, so it now says this at the bottom:

Also: We will start a forum thread for you all to post bugs you discover. Please do NOT email CS with bugs. Thanks! And in general, please be aware that when you submit a CS ticket, only high priority issues will be addressed within the next week, so expect a delay unless you have a truly critical issue.
 
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