bfgBellerophon
Marlin
Marlin
9,130 Posts

An Announcement regarding wish lists and Private Rooms – Thursday, June 22, 2017

[Post New]by bfgBellerophon on Jul 22, 16 8:04 AM
Hi Everyone,

The Moderation Team greatly apologizes for the connection issues that players are experiencing in their Midnight Castle game. We have alerted the appropriate teams of these issues for investigation. Once any information is known, we will update this thread.

Thank you for your patience and understanding.

bfgBellerophon

Edited on 09/20/2017 at 8:32:40 AM PST


 
bfgBellerophon
Marlin
Marlin
9,130 Posts

Re:An Announcement regarding progress loss issues- October 17, 2016

[Post New]by bfgBellerophon on Oct 17, 16 1:32 PM
Hi Everyone,

The Moderation Team apologizes for the lost progress issue that some players are seeing with the installation of the latest PC update. The Midnight Castle teams are aware of this issue and are currently investigating. If players are seeing a loss of progress, please reach out to our Customer Support Team with your player ID(s) and answers to the following questions:

1) Do you play on multiple PC's/profiles?
2) Do you see Level 1 across all PC's/profiles you use to access your games?

Just in case, I'll include a help article regarding how to locate your player ID:

Finding Your In-Game ID

Please keep in mind that the forums aren’t equipped with the tools to troubleshoot this issue. It is highly recommended to reach out to the support team so that they can further assist. To ensure that all information is brought to the attention of the appropriate Midnight Castle teams, we ask that users not create new threads regarding this issue. Players are encouraged to post in the following designated technical issues thread:

Post your Midnight Castle (PC) Technical Issues Here Only!

Thank you for your patience and understanding. The Moderation Team will update the forums if any information regarding this issue is brought to our attention. Feel free to PM any of the Active Moderators if you have any questions.

bfgBellerophon

 
bfgIlinalta
Moderator
Moderator
3,807 Posts

Re:An Announcement regarding progress loss issues- October 17, 2016

[Post New]by bfgIlinalta on Oct 17, 16 2:23 PM
Hello Everyone,

The Forum Moderation Team has been in contact with the appropriate teams about the issue affecting players who have downloaded the recent PC update. Thank you to everyone who wrote in to our Support Team with the information bfgBellerophon asked affected players to write in with. With that information, the teams have determined the cause of this issue and are busy working on resolving it for our players. We no longer need the information sent as the cause has been determined, so we are letting players know they no longer need to send this information in their requests to our Support Team.

Update: Now that the cause has been determined, we have learned that the save progress for our players has not been lost and can be retrieved using the tools available to our Support Team. While the right teams are working on this issue, if you were affected by this progress loss from the latest update, please contact our Technical Support Team HERE with as much of the following as possible:

1. The ID of the old game with the progress you would like to keep, if available. If the old ID is not available, as much information about that profile as possible so our Reps can retrieve that progress for you.
2. The ID of the new game that is showing.

If you are already in contact with our Reps, please remain in contact with them and provide the above information so that they can help restore your progress in Midnight Castle. If you are unsure where to find the in-game ID, the following page can help find it:

Finding Your In-Game ID

Thank you all so much for your patience and again to all of our players who wrote in to help us look into this further with that information. It helped us quickly determine the cause and the issue is being worked on. As soon as we receive more specific details, we will be sure to update this thread with that information. Please, feel free to PM me or any of the active Moderators if you have any questions.

bfgIlinalta

Edited on 10/17/2016 at 3:12:51 PM PST


 
bfgPanthalassa
Flounder
Flounder
2,450 Posts

Re:An Announcement regarding PC game maintenance - October 18, 2016

[Post New]by bfgPanthalassa on Oct 18, 16 4:14 PM
Hi Everyone,

We wanted to stop in here to let users know that the game is going to be unavailable for players on PC for about 20 minutes starting at 4:10PM (PST) today, October 18. Our teams are hard at work to address the recent issues with the update, and we definitely appreciate everyone’s patience. We’ll be sure to update this thread when we have any additional information and when the game is available once more for PC players.

Thank you for your understanding. If anyone has any questions, please feel free to PM one of our active Moderators.

bfgPanthalassa

Edited on 10/18/2016 at 4:17:25 PM PST


 
bfgPanthalassa
Flounder
Flounder
2,450 Posts

Re:An Announcement regarding PC game maintenance and progress loss - October 18, 2016

[Post New]by bfgPanthalassa on Oct 18, 16 5:00 PM
Hi Everyone,

I'm happy to let people know that Midnight Castle should be online for our users shortly. Our teams were working hard to address the recent progress loss issues occurring, so that people should once again be seeing their progress in their games.

If anyone's still seeing an issue in their game after playing again, we invite you to contact our Technical Support Team HERE with your current player ID and your original username or usernames. Our Reps are always happy to help to the best of their abilities, and all of our teams here definitely want people to be able to enjoy their game. Steps on locating that ID can be found in the following help article:

Finding Your In-Game ID

If anyone has any questions, please feel free to PM one of our active Moderators. Thank you all for your patience and understanding.

Happy gaming!

bfgPanthalassa

Edited on 10/18/2016 at 5:05:33 PM PST


 
bfgBellerophon
Marlin
Marlin
9,130 Posts

Re:An Announcement regarding progress loss and friends list - October 21, 2016

[Post New]by bfgBellerophon on Oct 21, 16 10:48 AM
Hi Everyone,

The Moderation Team greatly appreciates everyone’s patience as the teams worked and resolved the latest progress loss issue on the PC platform. I do want to remind users that the Support Team has the appropriate tools to manually move over progress for players if the issue still persist. Please keep in mind that while the Midnight Castle teams and the Support Team can help move your profile, we don’t have the capability to move your friends list. While we can understand the frustration that may arise from this, once the progress is moved from one profile to another, the connection between the friend’s list is broken. This is true for all the platforms that Midnight Castle is available on. Players are welcome to post in the designated friend code threads provided in the Helpful Links for Midnight Castle if the friends list is lost.

We greatly apologize for this inconvenience and appreciate players understanding. Feel free to PM any of the Active Moderators if you have any questions.

bfgBellerophon

 
bfgBellerophon
Marlin
Marlin
9,130 Posts

Re:An Announcement regarding the Spirit Seeker Achievement and the Ghost Bride Avatar-November 4,

[Post New]by bfgBellerophon on Nov 4, 16 12:37 PM
Hi Everyone,

The Moderation Team and the Customer Support Team definitely want players to have the right amount of rewards in their game. We thank everyone who has written to the support team in regards to not receiving the Ghost Bride avatar. Please keep in mind that the support team has sent along the requests for players that haven't received this avatar. These requests have been sent to the teams who have the ability to add this achievement, and given the impact of this issue, it may take a little longer than usual.

We greatly appreciate player's patience and understanding. If any information is brought to our attention, we will update the forums. Feel free to PM any of the Active Moderators if you have any questions. We are happy to help in any way that we can

bfgBellerophon

 
bfgIlinalta
Moderator
Moderator
3,807 Posts

An Announcement regarding the Morphing Pumpkin Collection Castle Challenge Task - November 7, 2016

[Post New]by bfgIlinalta on Nov 7, 16 12:18 PM
Hello Everybody,

We want to thank everyone who has posted their technical issues and reported to us that there was an issue with a recent task in the Castle Challenge with collecting morphing pumpkins. The Forum Moderation Team has passed along this issue to the right teams and our teams have found why the progress on this particular part of the Castle Challenge is resetting for some of our players.

It appears that the text describing this part of the Castle Challenge does not mention a time limit of 60 minutes to collect all 70 morphing pumpkins. It is likely that players are seeing their progress reset after some time if all 70 pumpkins were not collected within that time frame. We apologize for this mistake. In the meantime, the task will complete appropriately if all 70 morphing pumpkins are found within 60 minutes.

If you find that you were able to retrieve all 70 pumpkins within the time limit and are still not seeing the task as completed, then please contact our Technical Support Team HERE with your in-game ID. Our Reps can use that information to look further into the issue and see why that may have occurred. If players are unsure of their in-game ID or where to find it, the following link can help find it: Finding Your In-Game ID

We apologize for the confusion this has caused. If there are any further questions, please feel free to PM any of the active Moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 
bfgBellerophon
Marlin
Marlin
9,130 Posts

Re:An Announcement regarding the "Changes are afoot" message- Thursday, November 10, 2016

[Post New]by bfgBellerophon on Nov 10, 16 12:09 PM
Hi Everyone,

The Moderation and the Midnight Castle Teams greatly appreciate players patience regarding the issues surrounding the Spirit Seeker Achievement and the Morphing Pumpkins challenge. If players are seeing a “Changes are afoot” message, it is recommended to patiently let this server fix apply to your game. Within this download players will see that the following issues have been resolved:

• The Spirit Seeker Achievement will correctly credit the rewards within the game. Players captured ghosts counts will add up correctly and credit accordingly.
• Text for Day 15 of the Castle Challenge has been corrected to reflect the timer requirement.


We thank players for their patience as we continue to roll out this fix for all platforms. If you find that issues still appear in your game, please reach out to our Technical Support Team with your player ID. Just in case it’s needed, I’ll include a help article below:

Finding Your In-Game ID

Thanks again for your patience and understanding. Feel free to PM any of the Active Moderators if you have any questions.

bfgBellerophon

 
bfgPanthalassa
Flounder
Flounder
2,450 Posts

Re: An Announcement regarding wish lists and Private Rooms – Friday, February 24, 2017

[Post New]by bfgPanthalassa on Feb 24, 17 5:08 PM
Hi Everyone,

The Forum Moderation Team is aware that some players have been experiencing issues accessing other people’s Private Rooms or sending gifts in the game. All of our teams here definitely want people to be enjoying their games, and we certainly appreciate everyone who's taken the time to report these problems in the forums.

There are a few different reasons that Private Rooms and wish lists may not be functioning properly, such as a miscommunication between the server and people’s games. To help resolve this, we’re recommending that players follow the steps I’ve included below. Doing this will make sure that your wish list and Private Room are saved and showing up properly for other players in the game:

- Open your wish list in the game. If it isn’t appearing, simply add back the items that were on it before.
- Go to your Private Room and make a small edit, such as temporarily changing a placed item or editing the name of the room. This will make sure it’s saved correctly so that other people can visit it.


If anyone continues to see problems visiting another player’s Private Room or sending them gifts, it’s likely that their room and wish list haven’t been set up again. In this situation I encourage waiting a little while before trying again, in order to give that user enough time to save their room and wish list.

If anyone has any questions or concerns about this, please feel free to PM one of our active Moderators. We’re always willing to help as best we can.

Thank you for your patience and understanding.

bfgPanthalassa

Edited on 02/25/2017 at 3:03:38 PM PST


 
bfgIlinalta
Moderator
Moderator
3,807 Posts

Re:An Announcement regarding wish lists and Private Rooms – Wednesday April 5, 2017

[Post New]by bfgIlinalta on Apr 5, 17 11:00 AM
Hello Everybody,

The Forum Moderation Team is aware that some players are recently seeing a previously reported issue accessing other player's Private Rooms or sending gifts to friends. Thank you everyone who has taken the time to report that this has occurred, and we definitely want players to be able to enjoy the social aspects of this game without this issue.

Fortunately, this issue appears to be similar to what has occurred previously, so we'd like to offer a way to fix that so players can access your Private Room and gift you items on your wish list. To help resolve this, we recommend players follow the steps below because doing this will ensure that your wish list and Private Room are saved and showing up properly for other players in the game:

- Open your wish list in the game. If it isn’t appearing, simply add back the items that were on it before.
- Go to your Private Room and make a small edit, such as temporarily changing a placed item or editing the name of the room. This will make sure it’s saved correctly so that other people can visit it.


Players continuing to see problems visiting another player’s Private Room or sending them gifts are likely seeing a player that hasn't been able to update their room and wish list yet. In this case, I encourage waiting for a period of time before trying again, so that player has enough time to save their room and wish list.

If there are further concerns or questions about this issue, don't hesitate to PM one of our active Moderators. We’re happy to listen and help out as best we can.

Thank you for your patience and understanding.

bfgIlinalta

Edited on 04/05/2017 at 11:01:04 AM PST


 
bfgBellerophon
Marlin
Marlin
9,130 Posts

Re:An Announcement regarding wish lists and Private Rooms – Thursday, June 22, 2017

[Post New]by bfgBellerophon on Jun 22, 17 8:01 AM
Hi Everyone,

The Moderation Team definitely appreciates players taking the time to bring to our attention that the previously reported issue is occurring once more in players games. The appropriate teams have been alerted of this issue and we thank you for your patience as they continue to investigate. We’ve also brought to their attention of possibly sending a message through the mailman with the steps provided below for players who do not frequent the forums.

Below are steps that have been known to help resolve this particular issue. By executing these specific steps, it helps to will ensure that your wish list and Private Room are saved and showing up properly for other players in the game:

- Open your wish list in the game. If it isn’t appearing, simply add back the items that were on it before.
- Go to your Private Room and make a small edit, such as temporarily changing a placed item or editing the name of the room. This will make sure it’s saved correctly so that other people can visit it.


If you continue to experience issues either sending gifts or visiting another player’s Private Room, please wait for some time so that the other player has enough time to update their room and wish list.

If there are further concerns or questions about this issue, don't hesitate to PM one of our Active Moderators. We’re happy to listen and help out as best we can.

Thank you for your patience and understanding.

bfgBellerophon

 
 
 
 
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