#Unable to connect, just bought monthly gem pack

169 messages · Page 1 of 1 (latest)

brittle tartan
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Trying to log in and this is the screen I get over and over, both on Mobile and Steam.

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hollow heron
brittle tartan
brittle tartan
eager folio
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Whaaaat that’s wild lol

fierce anchor
pine cave
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Should be an older post somewhere with it

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Happened when she bought a pack from the shop

brittle tartan
woeful bane
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Yup, not the first time bork
Support should be able to help you though!

brittle tartan
brittle tartan
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I submitted my ticket 2 days ago and still haven't heard back from support. Should I submit another ticket?

Screenshot_20250225-083459.png
polar horizon
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No don’t submit another. It’ll push you further back

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You submitted a ticket on the weekend. Support does not work sat-sun. And whatever queue your ticket put you in is being sorted and resolved whenever they started work Monday-today etc etc

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Support did* for a very short time work 7days / but that ended last year around summer(?).

But no do not submit another ticket.

woeful bane
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Yes, please don't submit another ticket. Our support teams are currently helping out with a couple of different games which means our wait times can vary quite a bit at the moment sweatKong

brittle tartan
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Thank you to everyone. I am sure everyone is doing the best they can to help me and I really appreciate that. I am starting to come to terms that I probably won't win that legendary accessory on my t13 which is unfortunate but looks like it's probably unavoidable.

clear grail
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Hope it gets fixed for you! hollowflower

brittle tartan
sullen echo
brittle tartan
brittle tartan
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I guess the support team is REALLY backed up. It has been 3.5 days and I haven't seen a response from them yet. I'm trying to stay positive but it is getting harder every day.

sullen echo
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how unbelievable is this

polar horizon
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It’s tough when support is spread thin. Sorry to hear, Persuadu

brittle tartan
brittle tartan
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I AM BACK UP! Thank you to all of you for your support and assistance!

woeful bane
brittle tartan
# woeful bane Sorry about the wait! Dang ol' Animation Throwdown taking away our support atten...

Thanks, still believe eveyrone was doing their best for sure. There are some things that can't be helped, but it was rough. I was wondering who I need to reach out to for possible compensation for being unable to play for 5 days during the double reward week. I used a lot of RSS that week trying to farm Gello mats and schematic, which I missed out on. My T13 was in top spot for the Accessory in Gauntlet and was on track to have max points rewards (myth mats) in all three events. I popped a lot of plaques and duffles which I did not get to spend on all 3 heroes. I am not sure what can be done or who to ask about it.

woeful bane
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That would be a conversation to have in the support ticket you started if it's still open

brittle tartan
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I contacted support on Monday. They just got back to me tonight and said they are still really busy and will get back to me. Those poor support folks... I wish you could afford to hire some more!

agile steppe
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Yeah this happened to me took them almost a full week to get it fixed. It was during a sardinex event. I think they gave me 100 gems per day and like log-in rewards for 1 account for 1 day and and said too bad on the lost event mats, log-in rewards and a free (1 Gold) bundle I missed, and no log-in rewards on the nfts.

brittle tartan
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Ok, I have been very patient and positive about this whole thing but I have to say I am incredibly disappointed in the support teams response here. They gave me $5 in gems as compensation, saying - "I know that it may not come close to what you were hoping to potentially receive as compensation, but I'm afraid that is all we are able to give as a courtesy at this time." Considering I was locked in for a Leg Accessory, which would have taken $50 in gems for a 21% chance to get in a chest, and the 3 mythic mats I missed out on for max points, just on my T13 alone, not to mention what I missed out on with my T21 and T7 heroes, this really feels like they do not care about their players or support has no idea how the game works. Who do I go to next to see if someone can do something about this. I was VERY patient and VERY positive and to get something as insignificant as 500 gems for all that I lost feels pretty insulting shows a complete lack of empathy for the players. In game compensation does not cost BHQ money to do, but not taking care of your players will cost BHQ money when people quit because of poor decisions like this. BHQ gives away ultragors as a raffle so I cannot see why they cannot compensate someone with something better than $5 in gems, given what happened to me.

safe comet
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Missed regens (multiple heroes), missed the end of legendary pet week (while already in first place) i hear ya 500 gems is unequal to the losses

polar horizon
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Standard compensation - the slew of end users with equal or greater than losses due to game connectivity issues.

If they matched the “projected loss” that is guesstimated by each user - support would get fired.

Does that make it fair? No.
Does that make it reality? Yes.

Getting global comp is a Herculean task.
Getting support to 1:1 hand hold equivalent* compensation on a case by case basis? Seen a black hole up close - neither have I…

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Still sucks, but you get used to not losing sleep over the blank stare compensation via support on these matters.

eager folio
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hell give the guy his Tokens back at least lol

brittle tartan
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I guess the part I don't understand is that compensation in game currency costs nothing, it's digits. They give away an ultragor as a raffle prize. Why can't they scale the compensation to match the loss?

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A legendary accessory takes 6k gems for a 21% chance so it is 30k gems for good chance at winning one (still a chance you won't)

polar horizon
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Compensation could be better, agreed.

  • they’d have to match previous support compensations with anything new.
brittle tartan
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I genuinely believe that Support just has no idea how the game works or how to properly compensate players. OR Kong has severely restricted their ability to compensate.

polar horizon
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  • Sadly they go by a formatted script & protocol.

Surely an improved compensation offer could be made as a catchall when things go sideways.

  • 1 Bitgor & 2 of each resource (leg consumable) would be better than their current (and long standing approach).
brittle tartan
brittle tartan
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Thank you to everyone for providing your support and perspectives on this issue. I really appreciate it. Sometimes the game has problems but the community is always awesome!

sullen echo
brittle tartan
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Support reached out to me and said they are working with Kong...

brittle tartan
sullen echo
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bruh, gg

brittle tartan
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Kong support and Community Managers reached out to me about 3 days ago and said they are working on it. Hopefully this will get resolved for me and future players with issues.

pine cave
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Hopefully they reach out to @vivid abyss too then. Happened during Sardinex event and was unable to log in till after it had ended, so missed out on buying the fam which she had/almost had all the currency for, along with everything else.

I bet Elaine probably hasnt missed a single event fam, as she is a collector, other than this one and was through no fault of her own

vivid abyss
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i lost 7 days, got my bitgor back as compensation and that was it🦊

vivid abyss
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that was the last letter and i got the bitgor🦊

polar horizon
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This is a bot, Elaine. I would not share your personal support info with them.

<@&608325801703768065>

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NO NOT ELAINE BOBBY.....

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@hardy jackal is the bot......

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unsalt Elaine.....

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<@&608325801703768065>

vivid abyss
brittle tartan
# vivid abyss that was the last letter and i got the bitgor🦊

I would recommend replying to the same ticket and explain to them that the compensation was not sufficient for the things you lost. I was very polite in my response to them and outlined all that I had lost and they were also very polite in replying that they are going to work with Kong to see if they can revise it.

vivid abyss
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this is now the third time they just can't manage to fix this error.

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I'm still dreaming of compensation for the failures, but I probably won't get it either😳

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What can and should I do?

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happens on 6.4.

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I feel really disappointed

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can anyone help me🦊

pine cave
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@woeful bane

woeful bane
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This ticket has been bumped in support and I hope someone can get to it as soon as possible.

We're very sorry that this issue keeps happening slight_frown_kong We have investigated it a bit, but it is related to NFT hero issues which are much more complicated to fix.

Luckily, An engineer can manually fix the account when this happens! Hopefully Support will be able to work with one of the engineers soon!

pine cave
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Thanks Adrian, much appreciated 🙏

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@vivid abyss Did you purchase the gem card on your nft or your main? Sounds like it could be best to only do it on main char

vivid abyss
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at nft olivia🦊

pine cave
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Maybe this can cause the problem if purchased on nft

vivid abyss
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the first time elaine got the gemstones🦊

jagged belfry
unique stag
urban nexus
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I also have this problem and can't get past this screen

Screenshot_20250408-174951.png
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@woeful bane I posted in here and submitted a ticket hopefully I can get back into game soon

jagged belfry
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We’ve gotta get this bug under control

woeful bane
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We hope to 🤞
In the meantime, it's safest to make purchases with your main account

jagged belfry
urban nexus
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NFT not sure to be honest. This sucks

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@woeful bane yeah first I ever heard of this bug, hard way to learn about it. I buy NFTs I try and support the game not sure what to say right now

woeful bane
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@vivid abyss @urban nexus This should be fixed for both of you now

vivid abyss
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thank you I am back online🥰 🫶 👍

woeful bane
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Great!!

urban nexus
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Same!

brittle tartan
dawn root
brittle tartan
polar horizon
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Everyone of us who had support not give us "proper" compensation that we believed ourselves owed is a mile long line of community members. it's not new nor is it a great feeling, but the community isn't going to get a win from this - not in regards to better compensation.

brittle tartan
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Here are my thoughts, rough edges sanded down. I would have replied to my ticket but they closed it. Thank you to @woeful bane for helping me navagte the process better.

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I have a main and 2 NFT. I was locked out of all of them due to this same game glitch. 5 days later my issue was resolved and they gave me 500 gems for my troubles. After much communication with the Support Team, they basically said that the 500 gems is the standard compensation for any issue. Their reasoning was this: They are very busy and they cannot dedicate the time to each issue to assess the value of the damage caused because this would take more time away from them working on other peoples problems to evaluate each situation. Therefore Kong has told them that they have to give 500 gems. While they made an exception in my case and provided me with a few extras, it was nowhere near even 1/100th of what I lost both in what I actually spent or what I would have potentially gained. My question that still is to be answered is why is compensation so challenging for them? This is a digital currency that has no cash value and costs them nothing to give. 500 gems is basically $5. I spend well over $100 a month on this game and for this event I spent even more to have the RSS I needed to try to win the top place. I spent over 60,000 gems worth of RSS across all 3 heroes in the 3 days of the event before I crashed and it was a Double Rewards event week. The Support team initially was a bit cold and unsympathetic in their tone as a customer that had just lost out on so much due to something the game did to me, but once I pointed that out, they were very friendly and personable. The Support team is bound by the rules that Kong has given them. It is not their fault and there is nothing they can really do about it. Please cut them some slack and be polite.

The issue that needs to be resolved is Kong’s compensation policy. Kong gives away an Ultragor and 1500 gems AND a Legendary Adventure bag and 1500 gems every week as a free raffle. This tells me that giving things like this away does not cost them anything, if not very little. Why is it that they cannot structure their compensation to something similar to this? If their game has a malfunction, and it costs the player something tangible in the game, would it not be best to over-compensate rather than severely under-compensate? What does it cost Kong to give away free digital rewards? Are they worried that if they give something to someone as compensation for an issue they have that the person won’t spend money in the game?

I would suggest a structure based on time. If the issue takes 24 hrs to resolve, give them an odagor or even a cakegor and 500 gems, which would allow the player to catch up on the missed day and regen. If it takes longer than 3 days, perhaps a bitgor an 1500 gems. If it takes 5 or more days, perhaps an Ultragor + Legendary Adventure Pack and 1500 gems.

What is the cost to Kong to do this? I can tell you that the value to Kong is a MUCH happier player base that feels like Kong cares about its community. Because with all the current issues and the response, there are a lot of people who do not feel like Kong cares about its players or the community. There is still a lot to love about this game, the community and the people who make it work, but when it comes to game crashes and compensation, this is an area that would either benefit from significantly better care or a significantly better explanation as to why Kong cannot compensate its players when their game breaks.

brittle tartan
polar horizon
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Corporate restraints. Not ever going to give us a more granular answer in regards to their support system pay-outs. I'm not fighting with nor arguing against you. Just simply accepting that their company is not going to give us full transparency on their inner workings.

So we have to accept the answer they give us even if we disagree. I'm sitting on a closed support ticket from Tier 13. So do what you will with your concerns, friend.

Best to not lose sleep over their decisions when no answer is going to happen that will placate or subdue any deep seated concerns from us as the playerbase/consumer.

exotic kestrel
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that gem monthly bug affects only people with nft?

sounds scary to try buy it and get locked by X amount of days

pine cave
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Sure while i can agree that you should get more than 500 gems comp. How do you determine the value to give you and the impact the bug had

You said you used many rss before the bug, but the bug didnt stop the exp/gold/gems/gear/materials/points earnt from these rss you used.

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So while i totally agree compensation from support is lacking and it for sure could be alot better. It is a hard thing to do

exotic kestrel
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500 gems for 5 days not able to log in sure sounds horrible

plus all the exp from daily reg thats a lot of honor lost too

maybe 2 bitgor can compensate the exp / honor loss for 5 days

thats better than silly 500 gems lol

pine cave
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500 gems is what they had lost from not being able to claim the gems they paid for

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So thats not even compensation

exotic kestrel
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lol damn ur right

woeful bane
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The best answer I can give here is that this is related to our need to have policies to ensure consistency for everyone who goes through support without bloating the wait times in the queue with too much individual attention.

The long-standing policy is that 500 gems is the cap on compensation an individual can receive through support. A previous team established that anything above 500 gems would need to be discussed with members of the Product team which causes significant delays in our ability to respond to tickets.

Any updates to a policy would require discussions, any discussions would generate edge cases that the policy needs to cover, and any edge cases complicate and prolong the whole process. There are some on the team who would agree that we should consider a policy revision, but there just isn't room on our schedules with current priorities for the game to get this conversation rolling.

So, for the time being, we are somewhat limited to working within the confines of previously established policies that may be overdue for an update. We can occasionally give a ticket some more attention if the 500 gem is drastically insufficient, but that increases our response time by quite a lot for the whole queue and must be used sparingly. As for the giveaways you mention, that is because similar policies were previously established for how these should be ran. Any changes to them or any additional giveaways would trigger similar discussions which would also have to compete for time with our current priorities.

We're once again sorry if you feel your issue was dismissed by our team, but please understand that you did in fact get the full attention that could be given to a BHQ player at this time. Any frustrations you feel are completely valid however, and sharing them like this helps to raise the priority of a policy update. Thank you!

dawn root
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You, uh.. See where I'm going with that? :)

woeful bane
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Yup! Where Game Design is focused on developing an entertaining and balanced experience, Product is focused on developing a product for to sell on the market for a fair price

dawn root
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I'm sure we can give you dozens of "fair price" examples as to why their reasoning is not "fair".

This game's resources are valued at ridiculous rates and are INCONSISTENTLY valued as well.

Also, when the 500 gem limit was established, I'm sure we were getting a different market "value" for the 500 gems. Inflation hit in game items too, it seems.

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Just a couple points. I'm really appreciative for your responses.

woeful bane
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I think both points are fair and our current Product folks might even agree with you as well! It's not that we don't think this is important; it's just that our other priorities are more urgent for keeping the game going sweatKong

dawn root
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I think that a fair and appropriately priced in game economy is fairly important.

Kinda depends on if what exists now is good enough to keep things afloat. We are still here, so I assume that it is okay.

brittle tartan
# pine cave Sure while i can agree that you should get more than 500 gems comp. How do you d...

I do see your point, however I spent all that RSS to push for events that I was no longer able to push for and therefore was not able to compete. Additionally I had the monthly gem pack, so the 500 gems was equivilant to what I should have recived as a daily log in reward for the pack. I also lost out on 5 days of RSS. Since I spent all that RSS to push and it was not restored, I cannot use that same RSS to push for the next weeks event and the week I was locked out was a double rewards event week. Additionally, yes I earned points for 3 days of push, but going from 1# to 120th because I could not push greatly reduced the reward for what I could have if I was able to compete.

pine cave
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Dont get me wrong either I do agree that you lost out on being able to push for rest of week

rare ridge
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The problem with that side is more ‘how is that valued’ if it happened to Oli would he need to be given more because he could have done more? It would be very hard to equally figure that out

brittle tartan
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Just to be clear, I am not saying I should have got a Leg Pet, 60k gems and an ultragor, my issue is that the Support Team is handcuffed in how much they can compensate and/or spend time deciding how to compensate so the baseline compensation should be raised as a customer service value. I don't see why that is a cost to Kong.

pine cave
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This bug is a pretty major one tbh and should deserve an extra look at. You make a purchase and then, through no fault of your own, the game just bricks. Unable to play at all for multiple days. Insanely bad user experience

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Lag/server issues etc are one thing but this is totally different imo

rare ridge
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To be fair as well, I didn’t get anything when it happened to me fatlaugh

polar horizon
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Corporate restraints. Not ever going to give us a more granular answer in regards to their support system pay-outs. I'm not fighting with nor arguing against you. Just simply accepting that their company is not going to give us full transparency on their inner workings.

We get the usual good faith commentary that the company pays the CMs to do.

brittle tartan
polar horizon
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This has been their practice during Juppio using Kong as their publisher. It's a longstanding practice that they pinch virtual pennies on compensation.

rare ridge
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MadgeRightNow give 💎

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I’ve been shy if not buying the card now since November cryguns

brittle tartan
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As a guy who previously worked in Management/Executive in several goods/services industries, our compensation to customers who had issues that were our faul were very generous to assure that they knew we cared. My issue here is "What is the cost to Kong to give better compensation when the game fails and imacts a players progression and experience?"

polar horizon
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We may never know, Persuadu. We're left out of the loop & it's frustrating.

brittle tartan
polar horizon
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No answer they give will satiate that burning inquiry outside of them ramping up the pay out on compensation.

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Adrian gave the best response we could hope for given what we are permitted to know. It's an unfun reality.

brittle tartan
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I am not hopeful that Kong will actually do something to fix this, but if I don't at least make a statement about it, I have no right to complain or be mad. You'll miss 100% of the shots you don't take.

polar horizon
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You don't need to make a statement to have every right to complain or be mad. Consumers are permitted that freedom regardless of being on a soapbox or keeping to themselves.

brittle tartan
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Rasing this issue does not cost me anything to do and may benefit the community if it works. There is a reason I waited almost a month to say something. I wanted to make sure my response was polite, constructive and positive.

polar horizon
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And kongregate has shown time & time again that it's a dead horse they leave out in the field for people to beat, poke, and prattle on about. Amazingly enough it's working.

  • the community as a collective whole agrees compensation is actual horse shit & we all know the company(ies) beholden to this will do minimal on improving because it doesn't move their fiscal needle in a meaningful ||hint: shareholders|| way.
brittle tartan
polar horizon
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Shrugeg we can keep asking, they won't tell us.

rare ridge
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Weekly raffles are engagement that has metrics, idk if they like that or not.

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Have the mentality of every legendary adventure bag given away is one not purchased

brittle tartan
rare ridge
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Opportunity cost is a factor in economics as well

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Kenkong deals were more along that line of thinking fatlaugh put some more in there it’s free

brittle tartan
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When Texas Roadhouse screws up my takeout order, they replace the meal AND give me one free meal coupon for next time. That is great customer service and why I will always go to them because I know they will take care of me as a customer.

polar horizon
brittle tartan
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If they screwed up my order, didn't replace it and said, just eat what we gave you, I'd never come back...

rare ridge
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The restaurant knows you can go somewhere else, kong knows your character (probably invested into) is only here

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If you’re no longer invested, their model is very much ‘another will take their place ‘

brittle tartan
rare ridge
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FOMO still goes strong in people already playing. I’ve also never met anyone irl about this game nor have I told them I play it KEKWchuckle

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They could /v me and then I have to answer questions uhhh_SUS

polar horizon
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I am certain Monty is busy working out improvements ||for Mythgard|| and is making sure things get better every fiscal quarter ||for Mythgard||. But end of the day we're here to encourage the community, and have a laugh/cry on occasion, especially when Monty is making sure ||you clicked it thinking it would say the first two... shame on you||.

Ultimately I hope they do figure out how to not be such Scrooges in regards to better compensation. But then again they'd need to have more than a homeschool's attendance of staff to ensure Customer Support isn't pulled from their other IPs. smil

brittle tartan
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Nobody ever really quits BHQ. They always come back eventually....

rare ridge
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Kinda how it goes I feel. I don’t know anyone who enjoys this grindy of an experience

brittle tartan
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I still love this game and I love the community. I still think with all the issues that BHQ is great. I just think a revision of the compensation policy should be a very easy fix and greatly improve the customer satisfaction, which would result in more profit for Kong.

brittle tartan
# woeful bane The best answer I can give here is that this is related to our need to have poli...

Adrian, thank you for the response. As a guy who currently works as the Operations Manager for a multi-million dollar project, I can understand the time constraints that everyone is working under. I will say that I have proposed a new compensation structure that I think would greatly improve customer satisfaction, loyalty and possibly sales (not scared to by gem packs or NFT). I can't imagine that presenting this new structure would take more than 10 minutes, and while it may cause a delay in other projects, would reduce the ammount of time dealing with unhappy players when they are unsatisfied with their compensation. This should reduce customer complaints and therefore free the support staff up to do more productive things.

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Also want to restate this: DO NOT beat up the support staff or Adrian. They are the messengers, not the decision makers. Please be kind, polite and constructive when talking to them. Thanks!

brittle tartan
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ALSO, to clarify, this compensation is for when the game crashes and you can't play for an extended period of time. Not for Lag issues or minor delays.

polar horizon
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Oh imma submit a ticket each time. Adrian prepare thyself!

exotic kestrel
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i guess i gonna stay as f2p fatlaugh monthly gem its the only "fair" cheap price for gems

but if i gonna get random locked everytime then nope

usually i get like 200 gems per day with all reg and some ads

being locked for more than 2 days its a big lost so nope sosadpepe

hope someday they fix this since its just horrible being punished for expending money

polar horizon
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Do you own an NFT?

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Seems to only happen to people with NFTs.

woeful bane
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This is something that can happen to players who make purchases with NFT. It doesn't always happen, and it doesn't seem to happen on Basic Heroes. This inconsistency is what makes it very difficult to find and solve, but it does mean that most purchases go through with no issue, even on NFT Heroes. We are suggesting making purchases on Basic Heroes to reduce the chance of an error, but it's not a requirement for a successful purchase.

horrible being punished for expending money
We 💯 agree!! This is something we want to see fixed as well, but NFTs cause very complicated errors slight_frown_kong

polar horizon
exotic kestrel
hollow merlin
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took me a whole 30mins to read through this tea.

The experience definitely sucks.

good thing i'm a pleb f2p 💀. i'd go karen if this happened to me.

polar horizon
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Okay

brittle tartan
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@woeful bane Is there a chance the new compensation structure is going to be addressed by the team? I really do think it would cost nothing to the company and greatly reduce the ammount of time spent addressing compensation issues, freeing them up to do more things. #1343384730761953321 message

brittle tartan
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support request (565110)