Issues with Premium Accounts - Work in Progress

[theFiringHand 21,351]

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UPDATED Tuesday 12th at 06:33 UTC - Recapitulation of events

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Hey everyone,

First of all, it was a REEEEALLY long and frustrating day yesterday. It was frustrating for you, and for us. That said, I was absolutely blown away by the overall positive and supportive mood in the EN community, and for this, I really can't thank you enough. Your attitude yesterday took what was essentially a "hellish day" and turned it into an "uncomfortable day". I'm honestly proud of being in this community, and watching it develop in this way.

But, enough of my yammering. From what I'm reading here, some of you still seem to be experience problems. So, let me reiterate a few things:

• If you're missing premium time or anything else that you owned before the server downtime, please contact customer support help@tankionline.com
• If you come across a glitch, error or bug (that does not involve what I mentioned in the previous point), please report it in the official Problems and Solutions thread here.
• Prizes for the EURO 2016 paints contest, and for the Football Frenzy Contest (the one where you filled in the form), will be paid out today. I know they were due yesterday, but as you can imagine, we had our hands pretty much full :D
• Prizes for the Meme contest will happen next Monday, because we still need to go through all the entries and judge them.
• Regarding Daily Mission chains and other pending issues, I should have more details later today. I will post an official announcement (either a new one or updating the original post of this thread) when I have concrete information.

Once again, thank you for your patience, and thank you for keeping the positive mood. :)

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UPDATED Monday 11th at 19:28 UTC - Servers Back Online

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Tankers!

We’d like to apologize for having kept you waiting for so long. The servers are back online and you may now go back to enjoying the game.

In the meantime, our programmers have already restored all Premium Account time and Pro Battle Passes that went missing this morning.

IMPORTANT: If you notice that your Premium time or Pro Battle Pass has not been restored after disappearing this morning, please contact customer support and report the incident.

Also, please stay on the lookout for any glitches or bugs that may still be lurking in the background. If you spot anything suspicious, please report it here.

Tomorrow, once we’ve established that everything is functioning properly, we will post an update regarding compensation for today’s issues, as well as the rewards for the Euro 2016 contest and today’s meme contest.

Thanks again for your patience and support today. We understand this may have been frustrating for you, and we apologize again for any inconvenience this downtime may have caused you.
 

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Previous Announcements

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UPDATED 16:21 UTC

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Hey all,

I know you're all tired of waiting. Believe me, we all are. We've all been glued to our computers waiting for the system to start working again.

All I can say is that, after 60 pages of posts, the attitude in this thread is absolutely exemplary. You've all (with a few exceptions) been truly decent, understanding, and even supportive of our programmers in this really difficult time. Yes, we've had a few laughs with the memes and jokes, and I'm really happy it helped lighten up the mood.

The great news is that we seem to be getting closer to a solution. Programmers are currently running tests on the closed server, so it should be only a matter of time now.

Programmers are trying to work as fast as they can, but the longer it takes, the more exhausted they get, and the harder it is for them to concentrate and get it right. Some people think it's a cushy job, sitting on a comfortable chair, surrounded by top-end machines and a cool air-conditioned room. But think about it. Right now it's around 9:30pm at the office. Most of these guys have been glued to their computers, looking at LINES OF CODE since 8:00am. That's brutal. And these guys aren't going home till they fix this issue.

I repeat, I really appreciate how supportive you've all been so far. I ask you to bear with these guys a little more. Don't lose your trust in them just yet. They're doing their best, and they're as frustrated (actually, probably a lot more) as you are.

As always, I'll do my best to keep you posted every step of the way.

Thanks again for understanding.

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UPDATED WITH CONTEST 11:30 UTC

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Hey all, while you patiently wait for this problem to be resolved, why not have some fun?

We've set up a cool little contest (inspired by a couple of cool memes that you guys have already come up with in this thread).

Check it out here.

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UPDATED 10:30 UTC

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We're still working on fixing the issue. Unfortunately downtime is extended by at least another 90 minutes. We'll keep you posted.

Once again, we apologize for the inconvenience. Programmers are doing their best to get things working again as quickly as possible.

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UPDATED

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We'll be having an unscheduled reboot to fix the issues mentioned below.

Downtime is expected to be approximately 45 mins.

We apologize for any inconvenience and thank you for your patience.

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Dear Tankers,

Following this morning’s server reboot, we’ve received a number of reports from users whose Premium Accounts and Pro Passes seem to have disappeared.

We want to reassure you that we’re aware of the issue, and that we’re working hard to fix this issue as quickly as possible.

We thank you for your patience and apologize for any inconvenience caused.

Edited July 12, 2016 by theFiringHand

[freeze.11 100]

Hope we get it back soon Developers are working on it guys have patience.Your mom also takes 30 mins in kitchen for Breakfast :P Give time to Tanki too

Edited July 11, 2016 by freeze.11

[MiR4cUl0uS 815]

Good because it seems everyone is going to die with a pro pass and premium so please resolve this issue ASAP Thanks :)

[FatalError 336]

Good!

[finnpr 8]

so i brought 3 times pro pass ? what about me? 

[K.a.M.a.JI 600]

Back to the Stone Age, No premium No pro pass  :lol:

[freeze.11 100]

so i brought 3 times pro pass ? what about me? 

Compensation will be given to you,hopefully.

[cube3e 1,973]

I lost my PRO Pass and bought a new one, will my 5k be refunded?

[delnina2 1,570]

Will you give us the crystals back ? 

[freeze.11 100]

I lost my PRO Pass and bought a new one, will my 5k be refunded?

Hopefully

[A.Q.u.A 21]

Probably one among the Devs did a coding mistake while they were making auto premium and crystals sending to players who buyed the paints  :unsure:  :unsure:   :ph34r:  :ph34r: .. AHAHAHAH

Edited July 11, 2016 by CooperO
Please avoid using inappropriate language.

[ROCK-N-ROLL-DOOM 5]

we wait untill!

[The_Pakistani 16,768]

Don't have Pro Pass + Premium account so no tension ;)

[A.Q.u.A 21]

No offence , but i know how hard it is to find the error in the coding , ROFL . Take your time and lets hope it gets fixed soon :) 

[PokeNebula 4]

When you get it fixed, will we have to buy them again or will our pro battle passes and premium statuses resume?

[PokeNebula 4]

Don't have Pro Pass + Premium account so no tension ;)

Lucky. All 3 of my accounts had pro battle passes

[marc.jp_44 20,837]

Even Cedric lost his Premium! :lol:

 

This guy for president please:

Edited July 11, 2016 by Marc

[ZeyroX 177]

Hello  Cedric, I actually bought pro pass 2 times, i shocked when it asked for the third time, i won't buy it anymore, i spent 10k for this, also the players are very angry for what they wasted. I hope you can understand us, our crystals are getting destroyed.

 

Whole RU3 players talking about pro pass, and advise each other to don't buy that. so if it ask again for pro pass, that mean we'll spend 15k for this, you can have this like 3 months.. 

 

 http://i.imgur.com/LYKiHSX.png   I hope this issue could've been fixed as soon as possible. thanks ! 

Edited July 11, 2016 by ZeyroX

[Mr.Ace 1,116]

Lol Nice one , good thing i dont have premium but i think devs should give refund of the Pro Passes that expired....

[nezz 261]

Some of the programmers were sleeping during coding classes. Take your time and resolve this issue. Best of luck.  :D  :ph34r:

Edited July 11, 2016 by NOOI3

[i..AlphaWolf 2]

I have also bought a replacement pro pass.  I would greatly appreciate if my 5k crystals could be refunded

[A.Q.u.A 21]

 

Dear Tankers,

 

Following this morning’s server reboot, we’ve received a number of reports from users whose Premium Accounts and Pro Passes seem to have disappeared.

 

We want to reassure you that we’re aware of the issue, and that we’re working hard to fix this issue as quickly as possible.

 

We thank you for your patience and apologize for any inconvenience caused.

Send us a pic of you guys working really hard ? Devs must be slapping each other for mistakes xD

Edited July 11, 2016 by A.Q.u.A

[DihanGoh 97]

big issue cedric ur premuin :P

[FullLife 10]

​Bought pro pass twice.

I'm done.

[Gordiel_Belizar 4]

ok so... where are my football crystals again? :huh: