HellOw everyone,
Thank you to everyone who has reported issues within the game after the maintenance yesterday.
We would like to assure you that we're working to resolve these issues as soon as possible and ask for your continued patience while we continue investigating and applying fixes to the game.
I've listed a few of the most common issues below:
- Game lag,
- Game slowness,
- Delay in receiving password reset emails,
- Delay in receiving verification emails,
- Horse competitions becoming stuck "In progress"
Please know that the above list is not exclusive and is only the most frequent issues being encountered by our players.
We thank you in advance for your continued patience regarding these issues.
The Howrse Team
Hello,
On May 28th, all the servers underwent maintenance to address the performance issues.
We have already received positive feedback from multiple players. Can you please let us know if the server performance (lag, slowness) is better or resolved for you?
And now that this was addressed, the team will continue tackling the rest of the issues, for example:
↪ Unavailable payment methods;
↪ E-mails from Howrse are not being received;
↪ Inability to log in;
↪ Special horses are not providing their gift;
↪ The Pieces of Cloud Pack from the May Packs are not working;
↪ The ranking is not updated on some versions.
↪ And a few others...
Please note that once the main problems are resolved and the game has stabilized, we will work on compensation for all the issues that happened in the past weeks.
Once more, we are really sorry about the inconvenience, and thank you for your patience over the past weeks!
The Howrse Team
Hello,
Regarding the global compensation, our team is still unable to share details about all the compensation planned, but one very likely option is an extension of the privileges included in the May packs for all players.
Please be patient, as it may take time to prepare the script for the compensation distribution, and the team is not working with fully operational tools right now.
About the May Packs: the date was extended and they will be available until Wednesday, June 18th, at 10 am (Paris time).
Regarding the Payment methods: We are aiming to bring Xsolla back by the end of next week at the latest. Unfortunately, we cannot say if Paysafe will be fixed before the 18th.
Other than that, the team is still busy with getting everything else up and running again (emails, preprod, many of our internal tools, etc).
We'll keep you updated when we have more news.
Thank you for your understanding!
The Howrse Team
Hello,
We have a new update on the current situation.
The payment method Xsolla should be back by the end of next week. Unfortunately, we still cannot guarantee anything for Paysafe.
Regarding the Email issue, the technical team had a breakthrough today, and hopefully, the problem will be fixed at the beginning of next week. (Maybe even today?)
We know the recent disruptions have impacted your experience, and we want to make it right with a
generous compensation package.
We can already say that, in addition to the privileges from the May packs, we will also extend the VIP and Pegasus subscriptions for the concerned players.
A more
global compensation will contain a
bundle of items for everyone, such as some luck items and aging points. Those are only examples, and the detailed content and number of items still need to be confirmed.
We cannot share a date for when it will be distributed, as we want to fix the email issue first, and the Dev team will need some time to code the compensation script.
Additionally, the team is still busy ensuring our internal tools are properly operational again and addressing the remaining issues.
Thank you for your understanding, and have a nice weekend!
The Howrse Team
Hello,
Here is a new update on the current situation after the migration:
↪ Emails issue: Good news, the game is finally able to send out emails to almost everyone!
We are still having issues with Yahoo email addresses. The team is on it, but the rest is fine. You should now be able to confirm your email address or reset your password, for example. Please remember to check your spam folders if you haven't received an email in your inbox.
↪ Missing payment methods: The team is still working on getting Xsolla back as soon as possible. However, right now, we cannot guarantee that it will happen before the end of May Packs, unfortunately. Paysafe should arrive even later.
We know how inconvenient it can be for some of you, and we are really sorry about that! Rest assured that the team is doing its best.
↪ Global compensation: We're still on it! The detailed amount and content will be finalized by the end of the week. Hopefully, we will be able to send it out next week.
↪ Test servers: The team is still working on it, hopefully they can reopen next week.
↪ The team is also working on other issues, which are less visible to you, affecting our internal tools.
Step by step, things are getting back to normal.
Thank you for your understanding!
The Howrse Team
