FAQs about the takeover of The Settlers Online by CipSoft, the future, and our plans
Dear settlers,
Here you'll find the FAQs about the takeover of The Settlers Online by CipSoft, the future of the game, and our upcoming plans.
We may adjust and expand them if new questions or information come up.
Enjoy reading! :D
Additional replies in this thread:
May 09: clarification regarding German and English forums, plans
May 26: summer event
May 28: no reliable time estimation yet
June 10: why migration and integration take time
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FAQs
Technical Transition, Accounts and Data
Q: Will the login process change?
A: Yes. We will switch to a dedicated login system for The Settlers Online. This means access will no longer go through Ubisoft. Our goal is change this over the course of the year, but we cannot give you a reliable estimate yet. We will inform you as soon as we have concrete information.
Q: Will existing game accounts be preserved, or do we have to start over?
A: There's no need to worry, you will keep your game accounts and your progress. The existing game accounts will be transferred to our systems and you will be able to continue playing right where you left off.
Q: When exactly will the data be transferred to CipSoft, and what data will be included?
A: There is no fixed date for the migration yet, as we still need to prepare everything thoroughly. Once we have a schedule, we will let you know in advance. The transfer will be carried out in compliance with data protection laws, and there will be an option to object to the transfer.
Q: Will servers be moved?
A: Yes. We will move the servers to our own infrastructure. This will require maintenance downtimes, which we will announce in advance so you can plan accordingly. Of course, we'll try to keep these downtimes as short as possible.
Q: Will server stability improve?
A: Our goal is to ensure stable and reliable servers so that you can play smoothly. However, we first need to move and integrate the servers into our infrastructure. We will also into past connection issues to see what we can do to improve stability and performance.
Monetisation and Business Model
Q: Will the game remain free-to-play?
A: Yes. The Settlers Online will remain free-to-play.
Q: Will there be stronger monetisation or even pay-to-win elements?
A: We know some of you are concerned about this. Any online game that aims to be economically sustainable includes some form of monetisation. For us, it is important to approach this carefully and thoughtfully. We are not interested in exploiting the game but in developing it further in a viable way. At the moment, there are no concrete plans for new monetisation elements in The Settlers Online. We will also not simply apply concepts from our other products. Instead, we will analyse the game thoroughly and look for solutions that match its particular character. Whatever we may develop in the future should complement the game and take your wishes and needs into account.
Q: Will I keep my gems, and can I still use them with the merchant as usual?
A: Yes. Your gems will stay. You will still be able to use them at the merchant.
Q: Will there still be 100% Happy Hour as we know it?
A: At the moment, there are no plans to change this. We will review and analyse everything before making decisions about the long-term future.
Q: Who is the operator of the game? Who will be the contract partner for purchases in the future?
A: CipSoft is now the operator and contract partner. Payments are still being handled via Ubisoft for now. In the long run, CipSoft will take over and handle payments.
Takeover and Migration Phase
Q: Was the takeover of The Settlers Online planned long in advance?
A: No. It was not planned far ahead. We took over the game in its current state. Right now, we are preparing the next steps. The data migration, the technical transition, and everything else still lies ahead. We want to be upfront with you: the path ahead will be a bit rocky and bumpy at times, especially in the coming months. We need to familiarise ourselves with many tools, systems and processes that we did not develop and build ourselves. Not everything will go smoothly right away, and mistakes will certainly happen. That is why we kindly ask for your patience and understanding, and we're grateful for your support, your experience, and your eye for the game.
Q: Why is CipSoft taking over the operation and development of the game?
A: Because we believe in The Settlers Online. We see a great game that offers a lot of fun and keeps you hooked. A game with heart and soul, and with a loyal and dedicated community that cares deeply about it. We see a real opportunity to preserve something valuable and continue building on it in the future. We know that we have to earn your trust, this is a responsibility we do not take lightly. But we are confident that we are up to the task. For more than twenty years, we have been developing online games with passion, as an independent studio with a strong and united team. With our experience and clear commitment to invest in this game and its future, we are excited to take this journey together with you.
Q: Is there a roadmap for the months ahead? What about future development?
A: We have a rough roadmap, which we will gradually expand and flesh out over the next months. The first steps are already taking place in the background and focus on setting up the foundations we need to begin the actual work. This includes technical and organisational preparations for the migration, for example. During the migration phase, we will fully detach the game from Ubisoft's ecosystem and move it into our own infrastructure. After that, the goal is to streamline and optimise processes, and to set up the operation of the game in a way that is stable and sustainable. This will not happen in just a few weeks. The transition phase before we can fully focus on expanding and developing The Settlers Online further will take time. This will definitely continue into next year. To quote our letter: "Great things take time." But every step brings us closer. We want to build a solid foundation so that we can properly address your ideas and suggestions for improving the game. Our goal is to bring new content and features to The Settlers Online that enhance your experience and give you something to look forward to.
Q: What happens with previously announced features, such as mass-sending explorers?
A: We will, of course, look into these topics in due time. At the moment, we cannot provide any indication as to when or how these topics will be covered.
Q: Will there be new events? What about existing events?
A: Of course, we want to keep the game fresh for you and eventually provide new content and events. However, we are not yet at a stage where we can start active development. As for existing events: We plan to continue the existing events in the way you are familiar with.
Communication, Community Management, and Support
Q: How will communication work in the future?
A: In our news post last week, we already gave a short preview. We want to make sure that all important information about The Settlers Online can be found reliably in one central place. That is why we have decided to focus on the German and English websites. News will only be published there, in German and English. We will also post in the German and English forums only. On weekdays, we regularly check both forums to see if there are questions or topics we can provide input on. In the long term, we also want to ease access for those who currently cannot post in the forums without an additional login, so that they also can take part in the exchange.
We will not use the ingame chat as an official communication channel. That does not mean we will never check in or read along. However, we want to ensure that information and replies from us are accessible to everyone, not just those online at a certain time on a certain world. That is why news on the front page and the forum are our preferred channels, where everything can still be read days or weeks later.
We will continue to use the German and English Facebook pages to share news from the website. However, it will still take some time before we can publish new posts there.
The Twitter channels will not be updated further for now.
Q: Will all websites and forums remain?
A: For now, all websites and forums will stay available. As mentioned above, we want to create a consistent and central place for all players in the long run. There are no specific plans or details yet, as we need to take the time to assess and consider different possibilities.
Q: What will happen with moderators?
A: For now, the moderators will continue their work as before. We want to take our time to get a better understanding before deciding how things will proceed mid to long term.
Q: How can I reach customer support?
A: Customer support is now handled by CipSoft. Until further notice, the best way to reach our support team is via the new email address tso-support@cipsoft.com. The contact form on the website will also remain available and should especially be used for payment issues. For all other topics and problems, we recommend using the new email address.
Q: When will my ticket be answered? Do I need to submit it again?
A: If you submitted a ticket before May 1, 2025 and are still waiting for a response, please send us your request again via an email to tso-support@cipsoft.com. All tickets submitted on or after May 1, 2025 will be processed so there is no need to resend those.
We know that some of you have been waiting quite a while for a reply. Unfortunately, the transition caused some delays in handling requests. We will do our best to assist you as soon as possible.
Q: Who will now deal with rule violations and forwarding bug reports?
A: Both will mainly be handled by our Customer Support team. When it comes to rule enforcement, Community Management is no longer directly involved.
Miscellaneous
Q: Will the test server stay?
A: Yes. When and how exactly it will be used again has not been decided yet.
Q: Will the name of the game change?
A: No. The name The Settlers Online will remain, just like the logo and the familiar art style of the game.
Q: How will unofficial clients be handled?
A: We generally advise against using unofficial clients because we cannot ensure that the game will run properly. We also cannot provide technical support for them.
Q: Are there CipSoft employees who are long-time players of The Settlers Online or fans of the classic Settlers games?
A: Everyone here knows the name "The Settlers", of course. Some of us have played various entries in the series in the past, including The Settlers Online. Others have just recently started. So being able to operate and develop The Settlers Online further feels truly special for us.
