[2023] Updates on Crom Coin/Suspension Issue [updated]

Greetings again, Exiles!

As some of you may be aware, with the launch of Age of War Chapter 3, we encountered a critical issue which resulted in a number of you seeing negative Crom Coin balances and having your account suspended as a result. In short, the issue caused discrepancies in payments and Crom Coin balances, which in turn got flagged by the system as a chargeback, resulting in account suspension.

We identified the root cause of the issue and deployed a fix to our backend late in the workday yesterday (Dec 14). This stopped new cases of this issue from occurring, but still left those of you who were already affected in a less-than-ideal situation.

As triage, Support has been working tirelessly to resolve this on an individual basis, but we acknowledge this is a stop-gap measure and not a full solution. Currently, we’re investigating our options for a larger-scale resolution, and we’ll keep you updated as soon as we have more information.

We know this has been frustrating for those affected and we sincerely apologize for the trouble this caused you. Stay tuned for updates. Thank you for your patience!

UPDATE: We are currently in the process of deploying said larger-scale solution and are seeing reports of success across the forums, discord, and social media. It will still take some time for it to get to everyone affected, but it’s cookin’.

Please note that you will not receive an immediate response on your ticket if you submitted one about this issue.

More news as things develop!