[2023] All my gear is gone

Moving over to bug report - can you provide us with more information?

Can players who are affected by this also provide their in-game names? Thank you in advance.

The team is currently investigating. We’ll provide an update here once we have more information to share.

Hi all,

Our team has been able to reproduce the issue affecting players who have lost their equipped items. We have established that this situation only affects characters that disconnected from New World before the Season 1 update, and were either killed before the next login, or disconnect the Death’s Door screen.

For additional clarification, this issue does not impact characters that disconnect in either of the above states after the Season 1 of Fellowship and Fire was released. It is only those who were in a ‘death’s door’ state before the update.

We are actively working on correcting this issue for affected players and will provide an update once we have more information to share.

Thank you for your patience and understanding!

Other than the previous update, I have no additional information to share at this time. Once I have an update, I’ll post it here.

Hello!

We appreciate all of your continued reports, but you do not need to submit your names in order to be restored. We are able to confirm affected users at scale through telemetry, and we’ll be using this as our source of truth when we are able to deploy the fix (currently aiming for later this evening). More details will be shared shortly.

Thanks for your patience!

The fix is taking us a bit longer to put together and test than we would have liked, unfortunately. This is still our highest priority, and we’re still aiming to put out a hotfix as soon as possible to stop the bug from happening and to get your items returned.

As mentioned before, we have telemetry that has verified the issue for us and shows us who’s impacted. It’ll just be a tad longer to get you all going again. Our sincerest apologies for the frustration, and we appreciate your patience and understanding as a number of us continue to work through the night to get the fix out to you very, very soon.

More details to come.

Hi all, here’s the latest update. Gear restoration is underway, stay tuned:

Glad to hear that most of you have received your missing items.

For those of you who can’t find it, please try looking through your town storages. Depending on how full your storage is, you may find your restored gear is in different town storage locations.

If you’re unable to locate your missing items, please contact support through their website so they can investigate.

For our announcement regarding this issue, please find it here: [Notice] Missing Gear Restoration

Thank you!