NQ-Nyzaltar

Hi evereyone,
 
We deeply apologize for the wait regarding the missing Sanctuary Territory Units (and other in-game expected backer rewards).

As you may have noticed the fix has been deployed last Wednesday and should have solved the issue for the most part.The only ones who should be currently missing a Sanctuary Territory Unit are the Contributor Backers. We hope to fix this last part next week, if everything goes well.
 
However, please bear in mind the Contributor Pack did NOT originally contain a Sanctuary Territory Unit.
The reason why we are going to give 1 Sanctuary Territory Unit to every Contributor Backer is to make it fair for everyone:

In an old communication, we promised that Kickstarter Backers will get automatically some of the Supporter Pack rewards from an equal level (Silver Founders  gets some Contributor rewards, Gold Founders get some Sponsor rewards, Sapphire Founders - and above - get some Patron rewards). In that communication, a mistake was made in promising a Sanctuary Territory Unit to Silver Founders, while Sanctuary Territory Units were only included in Sponsor and Patron packs, not the Contributor one. As the mistake was on our side, we decided to proceed. However, as Silver Founders are supposed to be on the same tier as Contributor Supporters, this situation seemed to us unfair towards the Contributor Supporters. That's why we decided (and mentioned in our previous communication) that Contributor Supporters will get a STU as well. When this decision was taken, the fix that has been deployed last Wednesday was already in preparation, and adding that in the fix at the last minute would have a risk to make a mess. That's why it was decided to proceed with a separate fix for this specific category of players.
 
Last but not least:
If after the fix from Wednesday, you are still missing a STU (or another expected in-game rewards) and you are not in the case of waiting a STU for being a Contributor Supporter, then please contact our Customer Support by submitting a ticket mentioning that you're not in that specific category of players and you have checked your inventory after the fix. To contact our Customer Support team, you can do it from this page.

Best regards,
Nyzaltar.

Hi evereyone,
 
We deeply apologize for the wait regarding the missing Sanctuary Territory Units (and other in-game expected backer rewards).

As you may have noticed the fix has been deployed last Wednesday and should have solved the issue for the most part.The only ones who should be currently missing a Sanctuary Territory Unit are the Contributor Backers. We hope to fix this last part next week, if everything goes well.
 
However, please bear in mind the Contributor Pack did NOT originally contain a Sanctuary Territory Unit.
The reason why we are going to give 1 Sanctuary Territory Unit to every Contributor Backer is to make it fair for everyone:

In an old communication, we promised that Kickstarter Backers will get automatically some of the Supporter Pack rewards from an equal level (Silver Founders  gets some Contributor rewards, Gold Founders get some Sponsor rewards, Sapphire Founders - and above - get some Patron rewards). In that communication, a mistake was made in promising a Sanctuary Territory Unit to Silver Founders, while Sanctuary Territory Units were only included in Sponsor and Patron packs, not the Contributor one. As the mistake was on our side, we decided to proceed. However, as Silver Founders are supposed to be on the same tier as Contributor Supporters, this situation seemed to us unfair towards the Contributor Supporters. That's why we decided (and mentioned in our previous communication) that Contributor Supporters will get a STU as well. When this decision was taken, the fix that has been deployed last Wednesday was already in preparation, and adding that in the fix at the last minute would have a risk to make a mess. That's why it was decided to proceed with a separate fix for this specific category of players.
 
Last but not least:
If after the fix from Wednesday, you are still missing a STU (or another expected in-game rewards) and you are not in the case of waiting a STU for being a Contributor Supporter, then please contact our Customer Support by submitting a ticket mentioning that you're not in that specific category of players and you have checked your inventory after the fix. To contact our Customer Support team, you can do it from this page.

Best regards,
Nyzaltar.

Hi everyone!
 
We wanted to inform you that over the past week, many accounts have been banned for involvement with Real Money Trading (RMT) and exploits.
We have stated previously that RMT transactions and exploiting are strictly forbidden in Dual Universe.
We take this topic very seriously and the penalties for this kind of behavior are of the highest level.
 
Best regards,
The Novaquark team.

Hi everyone!
 
We wanted to inform you that over the past week, many accounts have been banned for involvement with Real Money Trading (RMT) and exploits.
We have stated previously that RMT transactions and exploiting are strictly forbidden in Dual Universe.
We take this topic very seriously and the penalties for this kind of behavior are of the highest level.
 
Best regards,
The Novaquark team.

Hi everyone!
 
We wanted to inform you that over the past week, many accounts have been banned for involvement with Real Money Trading (RMT) and exploits.
We have stated previously that RMT transactions and exploiting are strictly forbidden in Dual Universe.
We take this topic very seriously and the penalties for this kind of behavior are of the highest level.
 
Best regards,
The Novaquark team.

Hi everyone!
 
We wanted to inform you that over the past week, many accounts have been banned for involvement with Real Money Trading (RMT) and exploits.
We have stated previously that RMT transactions and exploiting are strictly forbidden in Dual Universe.
We take this topic very seriously and the penalties for this kind of behavior are of the highest level.
 
Best regards,
The Novaquark team.

Hi everyone!
 
We wanted to inform you that over the past week, many accounts have been banned for involvement with Real Money Trading (RMT) and exploits.
We have stated previously that RMT transactions and exploiting are strictly forbidden in Dual Universe.
We take this topic very seriously and the penalties for this kind of behavior are of the highest level.
 
Best regards,
The Novaquark team.

Hi everyone!
 
We wanted to inform you that over the past week, many accounts have been banned for involvement with Real Money Trading (RMT) and exploits.
We have stated previously that RMT transactions and exploiting are strictly forbidden in Dual Universe.
We take this topic very seriously and the penalties for this kind of behavior are of the highest level.
 
Best regards,
The Novaquark team.

Hi everyone!
 
We wanted to inform you that over the past week, many accounts have been banned for involvement with Real Money Trading (RMT) and exploits.
We have stated previously that RMT transactions and exploiting are strictly forbidden in Dual Universe.
We take this topic very seriously and the penalties for this kind of behavior are of the highest level.
 
Best regards,
The Novaquark team.

Hi everyone!
 
We wanted to inform you that over the past week, many accounts have been banned for involvement with Real Money Trading (RMT) and exploits.
We have stated previously that RMT transactions and exploiting are strictly forbidden in Dual Universe.
We take this topic very seriously and the penalties for this kind of behavior are of the highest level.
 
Best regards,
The Novaquark team.

We want this forum to be a place where everyone feels empowered to have an open and friendly discussion with us (the Novaquark team) as well as other community members.  To help make this possible we have created rules we feel will keep things positive and ensure that proper netiquette is observed.

By posting on this forum, either publicly or through private message or other means, you explicitly agree to follow the rules and guidelines posted here. If you do not agree with these rules – in whole or in any part – then do not post. All members will be treated as if they have read and understood these rules and guidelines.
 
(I) Be respectful and courteous.
The Dual Universe forums and community site are provided for Dual Universe players and those interested in discussing topics directly related to Dual Universe. We understand that community members may disagree with each other, and even with us, but we expect opinions to be expressed in a reasonable and polite manner.  It is important to maintain an atmosphere of civility and respect, so that all voices may be heard.
 
(II) Communicate constructively.
All communication, whether between players, moderators or Dual Universe staff, must be constructive. Posts without constructive commentary can distract from the topic at hand, reduce the visibility of valuable communication, and discourage others from participating in the conversation.
 
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The use of an alternate account to circumvent a forum suspension is forbidden at all times. Additionally, the use of alternate account(s) to influence or misrepresent opinions is strictly prohibited. All forum accounts must adhere to the forum rules and Code of Conduct. Failure to comply can result in disciplinary actions against all associated accounts.
 
Violating these guidelines may trigger a warning, followed by either a temporary or permanent suspension of forum privileges depending on the severity and frequency of the violations.
 
(IV) The following actions may result in the immediate suspension of forum privileges:
There are some actions severe enough to result in immediate temporary or permanent suspension of posting privileges without prior notification. Serious or sustained offenses may result in suspension of not only the user's forum account but game account as well.
 
Threatening other members or Novaquark staff. No, “just joking’ is not a defense. We take this very seriously. Publicly revealing account or personal information of any person, community member or Novaquark staff. Posting harmful links pointing to viruses, malware, worms or trojans. Posting sexually explicit content. Including posting links to such content. Hate speech is not tolerated in any form. Attacking any ethnic group, religion, gender or sexual preference/identity. Promoting exploits, cheating programs, piracy or any sort of illegal activity. Attempt to impersonate Novaquark staff or another member of the community.  
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(V) Abide by moderators and Novaquark employee’s instructions.
 
If you disagree with a moderator or employee's actions, do not discuss or challenge the matter in forum posts. Send an e-mail to forum@novaquark.com, and be sure to include your forum handle (name displayed on the forum), but NOT your password, and clearly state your concerns.
 
IMPORTANT: Forum content is moderated at Novaquark's sole discretion, and content may be modified, removed, or otherwise restricted by Novaquark employees and/or moderators.
 
Best Regards,
The Novaquark Team.

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.

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.

@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.

@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.

@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.

@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.

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.

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

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

Not yet, but the team is investigating the issue to apply a fix ASAP.
 
Best Regards,
Nyzaltar.

@Tekhamon
@Thunderchrome
@Wyndle
@J-Rod
@Deathknight
@Squidrew_
@Triopalite
@Jinxed
Clean-up of the pinned topics is coming for the launch. Please be patient a bit more.
With that, will come a smoother process to reply to announcements.
 
@Aaron Cain
No conspiracy theory, please...

@lunaprey
You've crossed a line here.
We can understand that you can be frustrated by the price increase, but rejoycing/celebrating/hoping/whishing for people to loose their jobs, whatever the situation may be is an absolute no go. You're not welcome on this forum anymore.
 

@Atmosph3rik
 
Yes, I am aware of the gifts given from the Supporter packs to the Founder Backers. My point was to ask Vyvacia what happened exactly with the Customer Support regarding this refusal of getting two Sanctuary Territory Units as it was not perfectly clear. The misunderstanding may be totally on our side. I suppose the best course of action is to give a precise chronology of what happened with the packs and give the list of possibilites depending of the scenario.
 
@Vyvacia
 
To recap:
During the 2016 Kickstarter campaign + from October 2016 to October 2017: Founder Packs (including the Silver one) were available. After that came the Supporter Packs (Contributor, Sponsor, Patron). Supporter packs ended before Beta Launch. During Beta, only monthly subscription (at a discounted price) was available. During all the time where the Founder Packs were available, there were no Sanctuary Unit included in those packs.
However it is true that, with Supporter Packs release, it was granted to Founder Backers some rewards of the Supporter Packs for free, as a thank for the early backing. In the case of a Silver Founder Backer, this backer would receive one Sanctuary Territory Unit. It was not a gift given to every player.
 
Now about your specific case:

If you currently own a Silver Founder pack + a Sponsor Pack, that's correct, you're entitled to two Sanctuary Territory Units and those rewards should be available to you at launch. If there is an issue with the Customer Support regarding the case, please link them this reply to them or ask them to reach out to me. We will find a way to solve the issue.
 
About how to get play time at launch:
You should get the DACs from both your Silver Founder Pack and your Sponsor Back at launch. You can use them instead of paying a subscription if you want to. As an early Founder backer, the Beta is supposed to be free for you, so you shouldn't have any active subscription, and you should directly be able to subscribe for the 12 months of subscription if you want to. In case you have already subscribed in advance for some months, there is indeed a technical issue (the team is working on it) preventing to cumulate several subscription actions in advance. As a workaround for the time being, it's possible to get Game Time Codes (GTC) from our official partner MarkeeDragon: https://store.markeedragon.com/index.php?cat=360 Those GTCs will cumulate properly in order to define which Pioneer Pack eligibility you will have at launch Last but not least: 
Due to website maintenance, subscription actions on our website with the current price should end on September 22nd.
Game Time Coupon priceson MarkeeDragon store will be updated (increased) on September 27th.
 
About converting DACs / Monthly subscription:

That's not possible because one DAC and one month of subscription haven't the same value.
A DAC has a higher value than a simple month of subscription as it will be tradable later for in-game money.
 
About getting playtime by in-game means:

Though it won't be possible right after launch, it is still planned for players to be able to put their DACs on a market to sell them for an amount of quantas later.
 
About getting a lifetime subscription:
 
This was only possible during the time where the Founder Packs were available (during the 2016 Kickstarter campaign + from October 2016 to October 2017). During that time it was needed to get a Ruby Founder pack to get a lifetime subscription.
This has, unfortunately, nothing to do with the time you started to participate on the forum.
 
About the streamer sponsorship:
 
To get an accurate reply to what you want to know on that specific topic, it's better to reach out to the Customer Support who will transmit the questions to the Marketing team.
 
I hope this answers your questions.
 
Best Regards,
Nyzaltar.

@Tekhamon
@Thunderchrome
@Wyndle
@J-Rod
@Deathknight
@Squidrew_
@Triopalite
@Jinxed
Clean-up of the pinned topics is coming for the launch. Please be patient a bit more.
With that, will come a smoother process to reply to announcements.
 
@Aaron Cain
No conspiracy theory, please...

@lunaprey
You've crossed a line here.
We can understand that you can be frustrated by the price increase, but rejoycing/celebrating/hoping/whishing for people to loose their jobs, whatever the situation may be is an absolute no go. You're not welcome on this forum anymore.
 

@le_souriceau
Enough with the conspiracy theory that you share with a few people.

If you were at Novaquark, you would have seen that the decision about the wipe has been taken quite recently and make the launch much more tricky than if it was decided to have no wipe. For a long time, it was thought that "Magic Blueprints" could have been the solution to make a very partial (and nearly painless) wipe. The problem was, after careful reviewing, it would in fact brings a ton of problems in terms of balance, and also many loopholes that were hard and long to fix. So It was a painful decision to make, even on the Novaquark team side, but a necessary and healthy one. This promise was not broken with a light heart. If it could have been avoided, this road would have been taken, the easiest way to proceed being "no wipe at all", but far from being the healthiest one for the long term of the game. The Novaquark team has absolutely no motive to frustate a part of the Community for no reason. Ideally, we would prefer to make everyone happy.
 
However, you're not part the company, so you didn't know what really happened or what has been discussed internally and you prefer to present your (wrong) assumptions into facts.  Between that, and the slandering regarding your statement not so long ago that a player need to be "friend" with a Dev to make changes happen in Dual Universe (based on zero evidence), you're truly putting a lot of efforts to paint the Novaquark team as a bunch of evil, manipulative persons. If this is your vision of being constructive, well... Spoiler: it's not.
 
Furthermore, as this thread has been necroposted from more than one year, it will be locked.
 
Best Regards,
Nyzaltar.