[2022] PSA Regarding Bond Redemption Issues

Hey all, we'd like to get some information in front of you regarding some ongoing issues with Bond redemption at the moment.

There's an ongoing live PSA on the Support website that you can check here for further updates. In the meantime, read through the below if you're experiencing any issues with Bond redemption.

We hope you're having a fantastic week!

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As it is about 24 hours since we first announced that would be sending a two day membership pass code to make good for the data centre outage, we wanted to provide everyone with an update on how we are doing.

Right now, about 40% of the codes have been delivered to the inboxes of eligible players. We are still on track and remain confident that all of the codes will have arrived by Tuesday 6 December.

As a friendly reminder the codes are valid right up until 31 March 2023, so there is no immediate rush to grab your code and use it!

Delivering such a huge volume of codes is a technical challenge that we haven't attempted before, and unfortunately there is one small impact which has come to our attention.

Some players who are redeeming bonds for a membership code are experiencing a delay in receiving the code to their inbox. This is because the messaging system is very busy also delivering the two day make good codes. For some players who redeem a bond for a code, there will be a small delay in receiving the message. We want to assure you that your code is not lost and that it will arrive!

Obviously, we fully understand that when a player redeems a bond they expect to get their code instantly, but at the same time we are challenged that if we reduce the velocity of sending the two day codes, it will take us significantly longer to complete the make good gesture.

On balance we have decided to continue with our current roll out of the two day codes even though it may cause a small delay for players redeeming bonds for codes.

However, to minimise the impact we have made some changes. Firstly we are only delivering the two day codes outside of peak play times, which should minimise how many people face a delay in receiving a bond redemption code.

Secondly, we are going to pause the delivery of the make good codes over the coming weekend so that any players redeeming bonds for codes this weekend will not experience any delay.

If we follow our current trajectory, we remain confident that all of the make good codes will be delivered by Tuesday 6 December.

In the meantime, we'd like to apologise in advance to any players who are redeeming bonds for codes and may experience a delay in receiving their message, especially if redeeming between 11am and 7pm GMT on Friday 2 December and 10am and 7pm GMT on Monday 5 December, which is when we anticipate our message delivery system to be the busiest.

If you redeem a bond and don’t get a code message instantly, we politely ask you to sit tight – the code might be delayed a little, but it will arrive!

External link →

Hey all, we'd like to get some information in front of you regarding some ongoing issues with Bond redemption at the moment.

There's an ongoing live PSA on the Support website that you can check here for further updates. In the meantime, read through the below if you're experiencing any issues with Bond redemption.

We hope you're having a fantastic week!

----------------------

As it is about 24 hours since we first announced that would be sending a two day membership pass code to make good for the data centre outage, we wanted to provide everyone with an update on how we are doing.

Right now, about 40% of the codes have been delivered to the inboxes of eligible players. We are still on track and remain confident that all of the codes will have arrived by Tuesday 6 December.

As a friendly reminder the codes are valid right up until 31 March 2023, so there is no immediate rush to grab your code and use it!

Delivering such a huge volume of codes is a technical challenge that we haven't attempted before, and unfortunately there is one small impact which has come to our attention.

Some players who are redeeming bonds for a membership code are experiencing a delay in receiving the code to their inbox. This is because the messaging system is very busy also delivering the two day make good codes. For some players who redeem a bond for a code, there will be a small delay in receiving the message. We want to assure you that your code is not lost and that it will arrive!

Obviously, we fully understand that when a player redeems a bond they expect to get their code instantly, but at the same time we are challenged that if we reduce the velocity of sending the two day codes, it will take us significantly longer to complete the make good gesture.

On balance we have decided to continue with our current roll out of the two day codes even though it may cause a small delay for players redeeming bonds for codes.

However, to minimise the impact we have made some changes. Firstly we are only delivering the two day codes outside of peak play times, which should minimise how many people face a delay in receiving a bond redemption code.

Secondly, we are going to pause the delivery of the make good codes over the coming weekend so that any players redeeming bonds for codes this weekend will not experience any delay.

If we follow our current trajectory, we remain confident that all of the make good codes will be delivered by Tuesday 6 December.

In the meantime, we'd like to apologise in advance to any players who are redeeming bonds for codes and may experience a delay in receiving their message, especially if redeeming between 11am and 7pm GMT on Friday 2 December and 10am and 7pm GMT on Monday 5 December, which is when we anticipate our message delivery system to be the busiest.

If you redeem a bond and don’t get a code message instantly, we politely ask you to sit tight – the code might be delayed a little, but it will arrive!

External link →