Lost microtransactions and Closed Beta supporters who bought stash tabs

If you have lost microtransaction effects due to deleting a character or have destroyed effects by overwriting them on an item, please contact our support team (support@grindinggear.com). We will replace the effects and put the new ones in your microtransaction stash. This process may take up to a week. Please do not attempt to claim you have lost effects that were not lost or ones you didn't have. We will check this and do not want our time wasted.

We will also be issuing a patch that prevents microtransaction effects being lost in these ways. This patch is likely to be deployed within a few days.

As a one time customer service gesture, any Closed Beta players who purchased more than five stash tabs before 1pm PST January 23 can contact our support team to receive a free stash tab per group of five that they purchased (prior to that cut-off date). This will bring them in line with the special that we are running where groups of six stash tabs are the cost of five. We are offering these bonus tabs because our Closed Beta supporters generously supported us while the game was much smaller.

In the future we will run specials and discounts from time to time and won't be able to provide any discounts or refunds for players who purchased those items before the discount. For example, if the Fiery Visage effect is $12 today and we discount it to $9 for a weekend to drive sales, we will not be able to compensate people who bought it at the initial price. I'm very sorry about this, but as I'm sure you know, shops around the world run specials every day without the expectation of refunding the difference to past customers.

We're trying very hard to make sure that players are happy with the microtransaction shop. Just the day before launch we changed the behaviour of the effects so that they can be moved between items forever, rather than being consumed when they are used. We're hoping that the policy changes discussed in this post helps solve any concerns players had with how we've been running the shop since launch.

I'll be posting a news post later today about how launch went for us. It has been a lot of fun letting so many people into the game! Thanks very much for your continued support!

I'd just like to remind everyone that the reason this will take a while is because our support staff are swamped.

We have moved several developers temporarily over to support in order to handle the extra load and are getting anyone we can to help but, but it's going to take a little while to flush the queue and hire more.

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Boseiju wrote:

Thanks for the info :)

For contacting support about the stash tabs, do we send an email or post in the support forums? I know you're really busy but if you have a spare second to clarify it, I would be most appreciative :)

Please contact them via email (support@grindinggear.com) or PM (Support). Please don't post about it in the support forum. Thanks!

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imjocavs wrote:

Don't want to flood you guys with anymore issues, but any idea on when the "Premium Stash Tab" bug is being fixed that causes purchased premium tabs to revert to normal tabs? I've emailed support, and have not received a reply (not a hurry, didn't expect one this soon anyway). Just wondering when/if you guys planned to address this bug. Have met a few other players with this issue.

Don't want to be a bother, just throwing it out there!

Keep up the amazing work GGG!

This is fixed in 0.10.0c.

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FreeMan4096 wrote:

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FrivolousSam wrote:

Every day I get happier and happier about having bought the silver supporter pack. God-tier dedication to customer satisfaction.

u bought silver pack? how come I dont see you as silver supporter in forum?

You can choose what title to show.

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Silatt wrote:

What I do have a problem with is the number of points offered in new packs. The fact that $5 and $10 packs offer less points per dollar than closed beta and the $20 pack offers no bonus points. Then the first pack that offers a bonus at $50 gives you 16 extra points. Nothing in the shop ends in a 6. Everything is a multiple of 5 or 10. If you're spending $50, you should get a completely usable number of points.

Of course you should get a completely usable number of points. Sadly, after all this time of claiming "ethical microtransactions", they decided to do the same generic greedy BS that every other F2P game does.

Between the high prices and nonsensical coin purchasing, they are on route to lose out on profits like every other game. Its getting kind of sad that developers can't learn from others mistakes after all these years.

inb4 troglodyte fanboy suggests I think GGG shouldn't make a profit

We do this because of credit card fees. Smaller transactions have much larger fees. If people spend more in one go then we save money. This allows us to give you more points for those purchases.

If we wanted to be greedy then:
a) We would not have anchored the price at 10 points = $1 for all of Closed Beta (and the most popular $20 pack in Open Beta). Every single other company we found used weird ratios to try to make it confusing what things cost. Here we're happy to say that a 75 point effect is very close to $7.5.

b) We would offer more incentive for the higher packs. As it stands, it's just a few percent. We could have made it 20 points for each dollar for higher packs, but that'd reduce the value of points that Closed Beta members purchased for high packs.

Not to mention the whole free game with no pay-to-win, etc. I understand you're probably trolling me, but it's so frustrating to read this after doing literally everything we could to make it all fair.