8/7 8:20pm Pacific UPDATE: We understand your concerns about the free gifts. It's not fun to get something to have it taken away. Unfortunately, the gifts were items that were not purchased or never intended to be in the game. There were some players who had hundreds of powerful items that would have seriously upset game play on their servers. Our intention was to only remove the wrongly gifted items from players accounts, but as you know we ran into some complications that affected players' purchased and earned inventories. We are working around the clock to make sure all purchased or earned items are restored. We hope this helps clarify some of your questions.
UPDATE: At 10 PM August 6th (U.S. Pacific Time) the team finished the final item credits for affected players. If you are still missing items from your inventory due to this issue, please contact customer support through the in-game help tab. Again, we sincerely apologize the pain that this mistake has caused for our loyal players. We appreciate your patience while we've work to make things right.
To All Citizens of Camelot:
Kabam and the Kingdoms of Camelot team wish to sincerely apologize for any difficulties we have caused our loyal players in the last 1-2 days. We made a mistake when trying to fix a significant bug in the game and that mistake negatively affected innocent players.
Kabam and the Kingdoms of Camelot team are working around the clock to make things right. We are currently addressing this issue and have reached out to those players impacted by our actions.
If you have any questions or concerns, we’ve prepared this FAQ to provide more detail. To receive live updates from the team as we work on this issue, please subscribe to this official forum thread.
Again, we are sorry for any issues or distress this has caused our community. We appreciate your patience as we work through this issue. We know that we would not be here without your business and your loyalty, and for that, we are extremely grateful.
Q: What happened?
A: We discovered a significant bug which allowed the gifting of items that were not designated as free gifts (or even meant to be in the game at all). In an attempt to rectify this issue, and to keep things fair for all players, we attempted to remove the wrongly gifted items from players’ inventories. In the process of removing these items, we mistakenly removed legitimate items from some players’ inventories as well.
Q: Who was affected?
A: This issue primarily affected those players who accepted an item that was incorrectly gifted during the last 48 hours. All affected players should have a message from Kingdoms of Camelot in their in-game Messages with more information. This message was sent to approximately 70,000 players.
Q: What has been done to address the issue so far?
A: The team has been working hard behind the scenes to make things right. Here are the steps we have taken so far:
- We’ve restored specific players whose inventories were affected by our mistake, to the state they were in as of August 4th 11:59 PM Pacific Time.
- We gave all affected players a Divine Evocation.
- Everyone who logged in on August 4 or August 5 (U.S. Pacific Time) has received a gift of 100 Gems.
- In addition, for those players who purchased Gems on August 5, 2011 (U.S. Pacific Time) and who were affected by this significant bug, we have doubled the amount of Gems they purchased. (For example, if you purchased 500 Gems on August 5, you should now have an additional 1,000 Gems in your account, along with an in-game message detailing this credit)
Q:What's left to do?
A: Today, Saturday, August 6, 2011, we will continue to make things right by crediting affected players’ inventories back with the items that they purchased in the Item Shop on August 5th (U.S. Pacific Time). Players should see these items in their inventory by the end of the day today (U.S. Pacific time). We will send affected players an in-game message with more details after the credit is completed.
We are also giving more free items away to our loyal players as a token of our appreciation. Log-in Saturday or Sunday (August 6 - August 7, U.S. Pacific Time) and you will receive a free Divine Inspiration and Obsidian Rune on Monday, August 8! Check out the our Forum more information: http://community.kabam.com/forums/sh...n-Rune-and-DI!
Q: There are a lot of rumors going around about how Kabam has been treating affected players’ accounts - what is true and what is false?
A: Kabam is not charging players for these items which were wrongfully gifted. In our attempt to fix the bug, we mistakenly eliminated "innocent" inventory from a number of players’ accounts. We messed up, and we're owning up to it. We are replacing the mistakenly eliminated inventory, plus providing affected players with additional compensation for our error.
This FAQ will have the most up to date and accurate information for players about this issue.
Q:What if my account is still incorrect after today’s fix?
A: If you are still experiencing issues with your account after today’s resolution, please contact customer support by clicking the in-game Help tab and the Contact Us links on the Support page. Please be as specific as possible as to which domain you are having issues with, what your player name is, and what exactly was lost and one of our team will assist in resolving your issue.
Q:Where can I go for more information?
A: The team has been working around the clock trying to restore these affected players’ accounts, and will continue to do so until we have made things right. To receive live updates from the team as we work in this issue, please subscribe to this official forum thread.