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Marengo007
26.10.21, 04:27
Hi,

yesterday my friend dropped PFB on my island (paid buff) and I saw you have 16d+ active pfb message. Then suddenly it's gone. So we paid for nothing and I lost my money for the buff.

Please advice. I'll try to find another PFB but you have to send me PFB back, so I'll have it under my star, I paid for this. Submitted a ticket.

Thanks

lordloocan
26.10.21, 13:10
Saw a player on Zeus complaining about the same issue 10mins ago

BB_Trafffer
26.10.21, 13:32
Please contact our Support Team, they will be able to assist you.

You can do it here (https://www.thesettlersonline.com/en/help-and-support), by using the "Contact Form".

Marengo007
26.10.21, 15:53
Excuse me @BB_Trafffer but I submitted a ticket 12hrs ago (mentioned in my post). Ticket #15553321

I discussed my issue with several players in the same situation, and:
- if current PFB is still ON and you drop a new one, to renew, you'll lose the PFB.

Wait when the zone is not buffed, then apply PFB.

No response from tech support, gems lost. Do you think is it OK, @BB_Trafffer ? Or finally I'll get my PFB or gems back?

BB_Trafffer
27.10.21, 13:48
I discussed my issue with several players in the same situation, and:
- if current PFB is still ON and you drop a new one, to renew, you'll lose the PFB.

Wait when the zone is not buffed, then apply PFB.

No response from tech support, gems lost. Do you think is it OK, @BB_Trafffer ? Or finally I'll get my PFB or gems back?

Please wait for the reply from the support team first. I can't comment on something which wasn't decided yet.

Greatdane247
28.10.21, 01:32
The problem is still there after the latest hotix.

I swapped a PFB with a guild mate last night and it started up as it should.
This morning I logged in and it was gone !
Checked my swappers island and it was gone there too.
Checked my star and it was one short, as it should be IF the PFB was placed.

I have contacted support and bet I have to wait for days now :-(
This event is not much fun without PFB, so get this fixed asap please.

Edit :
I have now sent 2 tickets to support, as I did not get a confirmation mail with ticket no.
And the same happened with my second ticket .....
What a lousy service !
So, I have lost 3,000 gems and can't even send a ticket ?
What is my next option then, if your ticket system is faulty ?

Last edit :
Support got back to me today. They have returned the PFB to my account today 03.11.21 :-)

PharTing
28.10.21, 01:45
Same here. Prem PFB swapped about 12 hours ago, and then went to bed only to wake up to PFBs missing on my island and also my swapper's island. Ubisoft Support Ticket: 15563261

Perhaps that's why there's a 48 hour "Happy Hour", as we will surely be wanting to invest our money as well as our time in layers of frustration that have not even been considered yet?

Norton_C
28.10.21, 08:25
Was it PFB placed after previous expired, or before it expired as per original complaint?

Greatdane247
28.10.21, 10:35
Was it PFB placed after previous expired, or before it expired as per original complaint?

PharTing and I swapped shortly before the old ones expired.

Niclin
28.10.21, 11:27
It happened to me too! I dropped a pfb on a friend when he had about one hour left on the current pfb. It then said 16+ days (on premium when i dropped the pfb), I then returned to my island and later that night my friend contacted me and said there was NO pfb on his map.

Putting a pfb on top of a current one has always been possible, they just don't stack and the remainder of the "old" pfb is lost.

So yea I had one more pfb left and used that too and that worked but I never got the first one that failed back.

I have written to support (first day of event when all this happened) but I have only got the auto reply so far.

I don't expect to get anything back from support since they usually want the exact time and a pile of screenshots and I don't do screenshots of every little action in the game. I expect the game to work and I guess that is where my mistake is.


Edit: Ubisoft Support Ticket: 15554892

Edit: Well I actually got my PFB back the other day without an trouble. So I guess support is better now than I remember it :) Good work :)

LordHispan
28.10.21, 13:13
Oh thats bad! :(

Bobblyt
01.11.21, 22:23
same issue here - guild mate refreshed the pfb at 21:01 uk time and it was definitely running at 21:25
I went afk for a while and now at 22:15 no buff running

Xadro
10.11.21, 10:44
Just happened to me yesterday, contacted support no response yet....

Rosejane
11.11.21, 09:12
PFBs swapped yesterday evening. The one placed on my island was there for the rest of the evening but has disappeared this morning. Mine on the other player disappeared from his island within minutes. Another player placed one on his island & that appears still to be there. In both cases the PFBs were applied before the old ones had expired.

Old_Bob
11.11.21, 09:55
I did a PFB before my existing one ran out and had the same issue. It seems there is a bug if it is applied before the previous one expires. I did contact support and they took about 24/48 hours to reply (I got a notification of submission and ticket number) to help resolve it. Short answer is dont get a PFB applied before the old one runs out. Mine I cancelled before the new one was applied and still had the same problem - be warned! :)

Mrs_Pre
11.11.21, 10:46
Same problem here last night. PFB showed fine when first applied (old one had about an hour to go) but has disappeared this morning.

Will raise a ticket and hopefully get refunds for me and for PFB partner.

Just one more example of how broken this game has become :(

EDIT: replacement PFB received for both accounts within 24hrs so at least some things still work!

SuhiTomi
11.11.21, 20:12
The same issue here. It was said that if the PFB is still on it happens otherwise it works as it should be.
My problem is that I have not got the PFB back and the time is running and so the event. Every day counts these times and I lose more and more pumpkins but I do not want to use another PFB and after claim the lost one for month.
Last time I had a similar problem with not getting 3 days prem and at the end I got nothing since I did not make a screenshot before and after. It is very hard to monitor all of my steps because of unseeing happening :S

My UST nr.: 15633712

Qualan
12.11.21, 07:04
best use another - if u get a refund from support, it will be one sent by in game mail - they do not apply em on island

Rebloom
12.11.21, 07:59
DO NOT place a pfb if the old one is active as it will run out when the old one should have expired regardless of what the timer says... I had to drop 2 more pfb yesterday on zeus server on 2 people who had already lost them after just a few hours ..

Sandycat
12.11.21, 20:32
Hi,

yesterday my friend dropped PFB on my island (paid buff) and I saw you have 16d+ active pfb message. Then suddenly it's gone. So we paid for nothing and I lost my money for the buff.

Please advice. I'll try to find another PFB but you have to send me PFB back, so I'll have it under my star, I paid for this. Submitted a ticket.

Thanks

Same, any idea about when we'll get a replacement?

captcarrot
13.11.21, 06:11
Happened to me the other day, I sent a ticket and got the pfb back next day.

Qualan
13.11.21, 06:47
it all depends how busy they are and how many in house at support- u know, the guy working parttime 2 days a week or so :P

Kriegor
13.11.21, 11:12
yep support sent me a pfb buff the next day. Bit pointless as I cant send it or apply it on my own island. oh well

Amorp
13.11.21, 14:27
yep support sent me a pfb buff the next day. Bit pointless as I cant send it or apply it on my own island. oh well

so u swap it then

Sandycat
18.11.21, 23:53
it all depends how busy they are and how many in house at support- u know, the guy working parttime 2 days a week or so :P

You are lucky, I haven't got any yet

Qualan
19.11.21, 07:49
Best be happy with a positive response, it might need a work around to be usable but it is much better than no response or worse, a negative response

Basically they can not win on this one- if they apply it to your island, chances are you have another pfb running already (well i would) and if they have to wait till it runs out, they will forget - if they send it to the person that applied it, you will be shortchanged as most likely you did a swap so the applier gets a pfb running and a new one in start and you have to pray he is honest enough to apply it on you on the next refresh

So this is kinda the simplest solution to the problem and the least likely to cause new problems down the line

hiswitzend
19.11.21, 17:14
Raised a support ticket and the [edited] have closed it with no action.


/EDIT

Let's stay friendly to each other, please. ~BB_Trafffer

Qualan
19.11.21, 18:08
Raised a support ticket and the [edited] have closed it with no action.

seems some things don;t change, just reopen it through a new one referring to the old one - sometimes u need to do that 2 or 3 times alas

BB_Trafffer
22.11.21, 15:02
Raised a support ticket and the [edited] have closed it with no action.

Please check your spam/promotion/junk inbox. If you still don't see the reply, please share the TicketID with me (here or via PM).

There is a very small chance that the ticket would be closed without a reply.


seems some things don;t change, just reopen it through a new one referring to the old one - sometimes u need to do that 2 or 3 times alas

No, please don't do that. Creating a new ticket will take you back to the end of the queue. The new system was created to avoid the old problems we had. I'm pretty sure the reply just landed in the wrong inbox (I had a few players with this issue already).

Qualan
22.11.21, 18:11
good to know what escalation route to follow now )

Sandycat
24.11.21, 19:12
Raised a support ticket and the [edited] have closed it with no action.


/EDIT

Let's stay friendly to each other, please. ~BB_Trafffer

Same, then Paul sent an e-mail asking for Patience

BB_Trafffer
25.11.21, 14:00
Same, then Paul sent an e-mail asking for Patience

I didn't receive TicketID if from you or hiswitzend so I can't check it out. Feel free to share it here, or via PM.

Elchoni
27.11.21, 22:21
A friend of mine dropped a PFB buff today at my island 4 hours before previous PFB was gone. I forgot about PFB issue and now, 4 hours later, my newest PFB is missing like there was no new PFB buff today :( What should I do to get it back?

copycat71
28.11.21, 05:12
Read back in this thread? Might be a good idea!

lordloocan
28.11.21, 11:10
BB sorting the issue out might be an even better idea

Qualan
28.11.21, 14:02
yea a "cunning plan" is needed :P

BB_Trafffer
29.11.21, 14:35
BB sorting the issue out might be an even better idea

This has been fixed in our latest update on the test server. Until then, players can simply contact our support team and get it back.

lordloocan
29.11.21, 17:10
This has been fixed in our latest update on the test server. Until then, players can simply contact our support team and get it back.

That's good news, and from our chat earlier you say the missing building licences for new players clearing sectors will be sorted then. I assume they will get the licences they lost in the mail - is that correct?

Qualan
29.11.21, 17:52
That's good news, and from our chat earlier you say the missing building licences for new players clearing sectors will be sorted then. I assume they will get the licences they lost in the mail - is that correct?

it also might be that the script adds it automatically to the licences on the island or ads it to star

So best thing is for people to check how many licenses they have going into maintenance and how many coming out of it and/or check star menu for them - that way they cover all bases before exploding after maintenance

copycat71
30.11.21, 11:23
it also might be that the script adds it automatically to the licences on the island or ads it to star

So best thing is for people to check how many licenses they have going into maintenance and how many coming out of it and/or check star menu for them - that way they cover all bases before exploding after maintenance

That's easy, i have 2 and am stuck for the moment ;)

BB_Trafffer
30.11.21, 14:30
That's good news, and from our chat earlier you say the missing building licences for new players clearing sectors will be sorted then. I assume they will get the licences they lost in the mail - is that correct?

With the next update on the Live servers, we will send missing licenses to players who are missing them. We have a way to detect players that are missing it. Will it be via mail or automatically added to the account - I'm not sure yet, I have to check with the team. However, the only thing that matters is that they actually get it :)

Elchoni
30.11.21, 19:32
Trafffer, I'm still missing PFB buff. It's been 3 days already :(

Qualan
01.12.21, 09:32
Trafffer, I'm still missing PFB buff. It's been 3 days already :(

This has been fixed in our latest update on the test server. Until then, players can simply contact our support team and get it back.

Submit ticket- it is not an automatic retro fix

Elchoni
01.12.21, 13:26
This has been fixed in our latest update on the test server. Until then, players can simply contact our support team and get it back.

Submit ticket- it is not an automatic retro fix

I did submit a ticket, 4 days ago :(

Qualan
01.12.21, 15:19
*whispers* u can try sending traffer a pm with the ticket number- he has looked into some of em before :P