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NQ-Nyzaltar

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  1. As this thread overlaps the purpose of the official backer rewards thread, it will now be closed. Many questions have been answered in the thread dedicated to the backer rewards here: If you have additional questions and/or concerns on the topic, please post them in the dedicated thread. Best regards, Nyzaltar.
  2. @Serula @Wyndle Our apologies for the late reply. If you haven't seen it already, the monthly subscription is back since launch to its original planned price during the Kickstarter campaign, as mentioned in this news: This is why the number of DACs for each backer won't change. @Crash If you're refering to the DACs contained in the Supporter Packs (Contributor, Sponsor and Patron), yes, it is the same than for the Founder Packs. @Physics You should have received your Resurrection Node skin at launch. If not, please reach out to the Customer Support by writing a ticket on the CS Portal here: https://support.dualthegame.com/hc/en-us/requests/new @Zeddrick @Celestis Everyone (Backer players and non-Backer players) spawn on Haven with a normal Territory. Backer players will have a small number of STUs depending on the Backer Packs tied to their account. You can read the details in this announcement: If you are among those who have some missing STUs, please reach out to the Customer Support by writing a ticket on the CS Portal here: https://support.dualthegame.com/hc/en-us/requests/new @DutchEasyGamer The Character Design tokens are not yet available, as they will be usable once we have a more advanced character customization system in the future. @NeXaMo It depends. Some Ruby Founder Packs had only the Lifetime Subscription (Ruby Founder Packs with Physical rewards) and some had DACs in addition (Digital & Boosted versions of the Ruby Founder Pack) @KinG_BigJerk There was a choice during the Kickstarter campaign (and even during one year after) to choose/swap between Physical or Digital versions of the Founder Packs. Today, it's not possible to change the version: Kickstarter Physical rewards have all been produced, and we're making good progress to fix the last issue of a long serie (finding a new partner to ship them to all the eligible backers), and we hope to be able to ship them before the end of the year. For Supporter Packs, there was never an option to exchange the physical rewards for extra DACs. @mghtyred For the question "when will I have my rewards?" you have a first reply there: You should have received some of the Digital rewards at release, last Tuesday. If you haven't received the ones planned in the announcement mentioned above, please reach out to the Customer Support by writing a ticket on the CS Portal here: https://support.dualthegame.com/hc/en-us/requests/new Other Digital rewards will be released as soon as possible. Kickstarter Physical rewards have all been produced, and we're making good progress to fix the last issue of a long serie (finding a new partner to ship them to all the eligible backers), and we hope to be able to ship them before the end of the year. Is this a con? No. It would have been if you didn't get anything, and that's not the case: as a Ruby Founder backer, you should have at least your lifetime subscription activated and at least 2 STUs right now. If this is not the case, please reach out to the Customer Support. We mean it. The other rewards will come. Is this taking way more time than expected? Yes, and we deeply apologize for it as we completely understand your frustration. Digital rewards took way more time than expected and the dev team had to focus on game polishing as top priority, so we're delivering them progressively, with a few starting at launch. Physical rewards took also way more time than expected, as we had several important issues during production (among them, the statues, which were done twice from scratch, as the previous versions were not to the standard we wanted for our backers), then we had a logistic issue during the pandemic, to gather all the physical rewards in one place, then we had our partner supposed to ship the Physical rewards that cancelled his commitment a few months ago. We understand that the number of years you had to wait until now made the wait incredibly long and again we apologize for that. But we haven't dropped the ball for the Physical rewards, if this what you think. @cerveau The fact that you have the STU on your account with a Supporter Pack and not the one on your Founder Pack confirm what has been uncovered during the ongoing investigation: There shouldn't be any missing STUs coming from the Supporter Packs, as it was a reward included in those packs by default. However, there are some groups of founder backers which seemed to have not received the gift promised at the Supporter Packs release (1 or 2 STUs for Founder backers, depending of the Founder level, starting at Silver). @Cmdr_Matthew If you pledged a Ruby Founder pack during the Kickstarter campaign (or during the year after the campaign), the fact that your ruby founder status isn't showing might be because of 2 scenarios possibles: 1) Your kickstarter pledge is not linked (yet) to your Dual Universe account. 2) Your kickstarter pledge is linked to your Dual Universe account but you activated your profile on the forum not long ago, and it just doesn't show up on the forum. If it's the first case, please reach out to the Customer Support by writing a ticket on the CS Portal here: https://support.dualthegame.com/hc/en-us/requests/new. If it's the second case, let one of CMs knows (Nyota, Nicodemus, Rubicon or I) and we will fix it quickly. @SirRichardTheFirst Inflation has nothing to do in the story. First, you compare two things that are not the same: Months of subscriptions and DACs. Months of subscriptions have a lower value than DACs. Months of subscription can only be used for your play time. DACs can be used for your play time as well, sure, but they can also be gifted to a friend and later, DACs will be also tradable in-game for quantas (in-game money). Second, the original value for a month of subscription is 13€ and the original value of a DAC is 18€. For 20 months of subscription, the total value is 260€ before discount and could go down to 200€ if you're under the biggest discount. For 20 DACs, the total value is 360€ and there is currently no discount available (as they're not purchasable at the moment). @Aaron Cain We totally understand the frustration and the ticket of your friend is not ignored: the team is working as fast as possible to solve the issue. We hope to have a fix for beginning of next week that will work for everyone having this issue. However, we can't start giving STU individually as it would create another problem: the fix will not be able to detect if the already existing STUs on each account targeted are coming from packs which worked properly or if it has been added manually from the Customer Support. That being said, would it be possible to have the number of the ticket of your friend, to make sure his account impacted by the issue that will be solved by the fix and not another (like his DU account not properly linked to his Kickstarter pledge)? Best Regards, Nyzaltar.
  3. Hi @Marzuk As mentioned in the Kickstarter from a few days ago, if you have created your Dual Universe account just recently, you need to contact our Customer Support to link your Kickstarter pledge with your Dual Universe account. If you haven't created your Dual Universe account yet, you must: 1) Create your Dual Universe account on our website: https://dualuniverse.game/signup 2) Contact our Customer Support team by writing a ticket through our Customer Support Portal: https://support.dualthegame.com/hc/en-us/requests/new (please for easier authentication, contact them with the email address you used for your Kickstarter account when you backed the project) Only when your Kickstarter pledge will be linked to your Dual Universe account, you will be able to find your DACs on your account. Best Regards, Nyzaltar.
  4. Hi Noveans! We are currently investigating the issue about the missing Sanctuary Territory Units (STUs). It appears as if some of the backers have received the appropriate number of STUs and others did not. We are currently in the process of defining exactly which group(s) of players are impacted. To know how many STUs you should have, here's a quick recap: Number of STUs per Founder Pack: - Iron Founder Pack: 0 - Bronze Founder Pack: 0 - Silver Founder Pack: 1 (gift granted at Supporter Packs launch) - Gold Founder Pack: 1 (gift granted at Supporter Packs launch) - Sapphire Founder Pack: 2 (gift granted at Supporter Packs launch) - Ruby Founder Pack: 2 (gift granted at Supporter Packs launch) - Emerald Founder Pack: 2 (gift granted at Supporter Packs launch) - Diamond Founder Pack: 2 (gift granted at Supporter Packs launch) - Kyrium Founder Pack: 2 (gift granted at Supporter Packs launch) Number of STUs per Supporter Pack: - Contributor Pack: 1 - Sponsor Pack: 1 - Patron Pack: 2 If you believe that you are missing a STU on your account, we would ask that you please compare the list above with what you received. If those two numbers don't match, please write a ticket to our Customer Support team or reach out to one of our Community Managers. This would speed up the investigation. Best Regards, The Novaquark team.
  5. Hi Noveans! We know that many of you have reported getting the Error 112 when trying to access Dual Universe. We apologize for the inconvenience during this time. There are currently several reasons for which you can get Error 112: The account doesn't have an active subscription. The account doesn't have an active subscription but has two (2) weeks of free play time that hasn’t been activated yet, as a returning Beta player. The account has a subscription of one month, bought through Steam, but not activated yet because the Steam account was manually linked before buying the game on Steam. The account has a subscription of one month, bought through Steam, but not activated yet because the account was linked automatically by trying the Free Dual Universe Demo before buying the one month subscription on Steam. If you are currently experiencing the Error 112 error and you are not in one of the situations mentioned above, please create a ticket through our Customer Support portal here: https://support.dualthegame.com/hc/en-us/requests/new In the case of having two (2) weeks of free play time as a returning Beta player: (Only Beta accounts with at least one month of subscription activated during Beta are eligible) This issue has been fixed on Tuesday, September 27th and you should now have automatic access to the game. However, in a rare few cases, the automatic access hasn't been activated. To help solve this issue, please go to our official website, on your product page: https://dualuniverse.game/account/products Make sure you are logged on the account eligible for the two (2) weeks of free play time. Once logged in, you should be able to activate your 2 weeks of free play time on your "My products" page. In the two cases of a month of subscription being bought through Steam mentioned above: Due to unexpected technical constraints, the game time attribution is not automatic. To help solve this issue, please go to our official website, on your product page: https://dualuniverse.game/account/products Make sure you are logged on the account on which the month of subscription has been bought. Once logged in, you should be able to activate your month of subscription on your "My products" page by clicking on the "Redeem Gametime" button. Best Regards, The Novaquark Team
  6. 23 DACs can be converted in 23 months of play time. You can convert only a part or all of them. Once the system will be operational, you will also be able to gift some of them to your friends if you want to. The ability to exchange them in-game for quantas through the markets will be available in the future, but we can't give an exact ETA yet. Best Regards, Nyzaltar.
  7. Not yet, but the team is investigating the issue to apply a fix ASAP. Best Regards, Nyzaltar.
  8. As the issue is different from the one originally mentioned in this thread, I replied in the thread you opened here: Best Regards, Nyzaltar.
  9. Hi OwOEluXx, (I edited the title of your thread for better clarity) For players who linked their steam account before buying the game on steam, the game time attribution is not automatic due to unexpected technical constraints. You need to login on the website and go to your product page: https://www.dualuniverse.game/account/products There, you will find a button labelled "Redeem game time". Make sure you are logged on to the account you want to credit time to and press this button. You should now receive the one month game time from your steam purchase. Best Regards, Nyzaltar
  10. @Aaron Cain (I edited your title for better clarity) If you're not aware yet, since yesterday 15:15 UTC, Due to a technical issue related to DAC, the DAC system was disabled. In the meantime, we have allowed players who own at least one DAC to access the game for free, without consuming anything they may own. This is a temporary measure while the team is working on a fix for the DAC system (no ETA yet, but we will come back to you as soon as we will have one). @vertex You indeed missed "something", like all the announcements and replies on Discord yesterday. They were also replies on the forum yesterday, but not on this specific topic indeed. A recap is planned today on both the forum and the steam Community Hub. Best Regards, Nyzaltar.
  11. @Pyrate89 (I edited the title of the thread for better clarity) The Dev team is aware of the issue and is working on it. In the meantime, you can reach out to our Customer Support, explain in details what happened, and they should reimburse the items lost in such situation. Best Regards, Nyzaltar.
  12. @OwOEluXx Has your account been created during Beta and had at least one month of subscription activated on it? Best Regards, Nyzaltar.
  13. Hi Pyrate89, (I edited the title of your thread for better clarity) The issue has been fixed in the evening yesterday. You may have to log in on our website with your account to activate your 2 weeks of play time. Best Regards, Nyzaltar.
  14. Bonjour Viktoriya, Pourrais-tu donner de plus amples informations sur la situation, voire une capture d'écran ? Est-ce que le speeder est juste hors de portée ou as-tu un message d'erreur lorsque tu essayes de remonter dedans ? Cordialement, Nyzaltar.
  15. Hi Palorian! We do check the forum and steam. However, on launch day, it's particularly hard to be everywhere at the same time. The person who replied to you on Discord was right: for this kind of issue, there is unfortunately no other way than contacting the Customer Support and mentioning your computer specs in the ticket. We can't make a proper follow up individually if each person having an issue post on a public platform like the forum and does not contact our Customer Support team. Best Regards, Nyzaltar.
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