bfgIlinalta
Moderator
Moderator
3,229 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by bfgIlinalta on Jul 31, 17 3:45 PM
Hello Everyone,

Thank you for taking the time to discuss issues being experienced while playing Wanderland. It sounds like players are currently discussing issues with quests not being active or rewards not appearing as expected. Since our recommendations haven't resolved that issue, our next suggestion would be to be sure to contact our Support Team for further assistance as we do not have the tools available from the forums to continue investigating technical issues such as this.

Before I continue, wanderland2017, if you'd like to start a new profile of progress, please reach out to our Support Team using the link below. Our Reps will follow up to help with that request as quickly as they can.

It sounds like most players who have been experiencing trouble that wasn't addressed by our suggested steps have contacted our Support Team, but if you are seeing trouble with the game such as quests not appearing or rewards not being received or an in-game purchase was made and nothing was received, we recommend contacting our Technical Support Team. Our Reps are always happy to help out and will do their best to get back in touch as soon as possible.

Sometimes, our Reps may ask for screenshots for issues being experienced. While our Reps will generally request a screenshot show something specific, taking screenshots that show a chain of progression between trying to do something in the game and then being inhibited by an issue can also help our Reps better understand what you are experiencing and help them determine what the next best steps are. Furthermore, if you're unable to provide screenshots for a particular issue or unsure what is being requested, please be sure to reply and ask for some clarification of what would be most helpful to discern what is happening. Our Reps are more than happy to help further and will follow up to clarify.

Just in case a player is asked for screenshots, but is unsure how to take them, our help page on the topic may assist:

Taking a Screenshot

Thank you all for your patience. Please feel free to PM me or any of our other active Moderators with further questions. We're all happy to listen and help out as best we can.

bfgIlinalta

 
Coffee_Cat
Seahorse
Seahorse
35 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by Coffee_Cat on Jul 31, 17 6:04 PM
Good luck. And check your spam folder. My first response from them went into spam.

 
bfgBellerophon
Marlin
Marlin
9,130 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by bfgBellerophon on Aug 1, 17 8:29 AM
Hi there,

I just wanted to pop in here and thank Coffee_Cat for mentioning the spam folder. Some email providers will occasionally send our emails to Spam or Junk folders. It is recommended that if players feel that a response wasn't received, to check those specific folders.

Thanks everyone for your patience. Please do not hesitate to reach out to any of the Active Moderators if any questions come up. We are happy to help in any way that we can.

bfgBellerophon

 
CheriRN7
Jellyfish
Jellyfish
15 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by CheriRN7 on Aug 4, 17 3:46 PM
I am constantly, and I mean constantly getting gifted swords from "fubu." I'm thinking this is a glitch and I am wondering if it is preventing me from receiving gifts from my friends. I must collect about 10 every 5 minutes. Maybe it's suppose to be happening but if so please confirm.
Thanks

 
bfgBeruna
Moderator
Moderator
1,533 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by bfgBeruna on Aug 4, 17 5:18 PM
Hello CheriRN7,

Thanks so much for your patience. It sounds like one player has been gifting items every ten or so minutes. Since I don't have the tools necessary to investigate this in the forums, I recommend contacting our Customer Support Team. They'll be the best equipped to provide more help.

Thanks for your patience, and please don't hesitate to PM me or another of the active Moderators if further questions or concerns arise. We're here to help.

bfgBeruna

 
Bella7a
Seahorse
Seahorse
30 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by Bella7a on Aug 5, 17 2:40 PM
Hi, I am Bella7a,

I've been playing Wanderland for about a week and I frequently do not get rewards transferred to me. Especially, rubies!

Please can you fix this?

 
lobajazz
Seahorse
Seahorse
29 Posts

SPLIT PERSONALITY

[Post New]by lobajazz on Aug 6, 17 10:34 AM
I have two identical accounts and am friend with myself.
One ID is 268911
the other 260588
and they keep changing back and forth. I never know, who I am, when I open the game. This could be funny in a way but:
What irritates me is, that 260588 never gets any gifts...and that is a regular draw-back.
I contacted the support team but never got a reply

Edited on 08/06/2017 at 10:35:28 AM PST


 
bfgIlinalta
Moderator
Moderator
3,229 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by bfgIlinalta on Aug 6, 17 1:54 PM
Hello Bella7a and lobajazz,

It sounds like there are some issues being encountered while playing Wanderland. It sounds like they are both progress related, and as such, it would be best to get in touch with our Technical Support Team for further assistance, or to follow up with their replies to continue receiving assistance.

lobajazz, it sounded like you may not have received our recent reply, so I wanted to check in with our team to ensure they were able to get in touch. After talking with our Support Team, it appears that our team was able to reply about your Wanderland issue requesting further information so that more investigation could be performed. If you haven't already done so, please reply directly with the information requested so our teams can continue providing assistance. Thanks for your patience while working with our teams.

Bella7a, it sounds like rewards are not being provided, and we definitely don't want our players missing out on earned items. Sorry that is occurring, and since I do not have the tools here to help further, I recommend contacting our Technical Support Team with a description of what has occurred. Our Reps will follow up as soon as they can to continue assisting with the tools they have available.

Thank you all for your patience while working with our teams. If there are any further questions, please feel free to PM me or any of our other active Moderators. We are all happy to listen and help out as best we can.

bfgIlinalta

 
nopla3039
Starfish
Starfish
55 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by nopla3039 on Aug 6, 17 3:04 PM
Sure hope this posts....I have had several issues over the past 1-2 weeks and finally got a response from Customer Service. After reinstalling per their suggestion things settled for a day or 2. Now the last 3 days I have not been able to post, after working several days to get the Mirror Curse I was finally able to use it on the Tent and Crypt to obtain the bucket but when the message popped up showing the quest completed and the coins, stars and bucket at the bottom as the reward I clicked the reward button it went to the circle in the middle of the screen that should have shown the bucket in the middle but it was empty, my game froze and had to reboot the computer to close it out. When I re open the game the same thing is on the screen but it is froze.
I apologize for the long explanation, when it freezes my computer I can click on nothing and the only buttons that I can use are the ctrl alt delete to reboot so I can not do the requested snap shots. I have reinstalled twice in the last 2 weeks and tried running as Administrator (which does not even let the game start) I have emailed customer service but for some reason they are no longer responding to me ..... any suggestions?

 
bfgIlinalta
Moderator
Moderator
3,229 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by bfgIlinalta on Aug 6, 17 3:56 PM
Hello nopla3039,

I'm sorry that those issues persist. It looks like you were able to post successfully to the forums, so I hope that issue is resolved. I'm sorry to hear that it sounds like you haven't received a response recently. I've checked with our Support Team to follow up and make sure your request is still active. It appears the latest response our Reps provided was yesterday, August 5, 2017 and that this message was responded to very recently today, August 6, 2017, regarding this recent issue. Our Reps will be sure to follow up this new issue as soon as they are able to do so.

Thank you for your patience while waiting. If there are any further questions or concerns, don't hesitate to report any new issues you see as a reply here so that moderators can bring those to the right teams or feel free to contact me or any of our active Moderators via PM. We're all happy to listen and help out.

bfgIlinalta

Edited on 08/06/2017 at 3:57:26 PM PST


 
nopla3039
Starfish
Starfish
55 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by nopla3039 on Aug 6, 17 6:37 PM
I was surprised to see it actually posted, the 2 I tried Friday (the 4th) did not and the one I tried yesterday (the 5th did not). Thank you for verifying my emails were received I was just concerned that had messed up as well. I just checked again and the game is still froze and I still can not take snap shots as to what is going on..... I will await their response

 

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by Penelope650 on Aug 7, 17 10:18 AM
I completed the Little handle little door quest and the find and use the pointer quest. However there is an exclamation point on both quests and they haven't cleared off the list. Could you explain please what is happening?

 
bfgIlinalta
Moderator
Moderator
3,229 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by bfgIlinalta on Aug 7, 17 12:07 PM
Hello nopla3039 and Penelope650,

Thank you both for taking the time to post here about issues in the game. We definitely want players to be able to enjoy Wanderland, and I wanted to swim by to provide some suggestions as well as how to contact the Support Team should more help be necessary.

First though, nopla3039, thank you for your follow up. I hope our Reps are able to get back in touch quickly to continue helping out. I'm not sure why that happened in the past, but if you find that you're having trouble making a post on our forums, please contact our Customer Support Team with a copy of the post you wanted to make and the Subject of "Forums Post Issue". Our Reps will be sure to follow up with you after working with the Forum Moderation Team to figure out what might be causing that issue.

Penelope650, I'm not sure why those two quests aren't clearing off the list after being completed. That said, it's possible that a few changes can help resolve this issue and I wanted to provide that suggestion before also providing how to contact our Support Team.

Since this seems to be a quest not clearing as expected, it's possible that the game is unable to continue due to a lack of permissions. This can happen on Windows computers from time to time and if you'd like to try some steps to provide the game more permissions, I have linked to how to run the game as an Administrator below:

Run Game as Administrator

If that doesn't seem to work, then what I recommend is getting in touch with our Technical Support Team with a screenshot of the quests that weren't cleared as well as a description of what occurred before noticing that these quests were not clearing as expected once completed. Our Reps will be sure to follow up as quickly as they can.

Just in case it's helpful, the following page contains different methods for taking a screenshot:

Taking a Screenshot

Thank you for your time. Don't hesitate to PM any of our active Moderators with further questions. We're all happy to help.

bfgIlinalta

 

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by redwood23spooky on Aug 8, 17 2:31 PM
I don't know if this has been said by someone else or not but I seem to be having a bug were I am getting an item from a friend as a gift but when I try to clam it it say's that I have lost connection and when I click retry the gift is there again and I click on it again and the same thing happens/ Do I need to remove the friend or the gift? I tryed it with the gift yet the same thing happend were I lost connection

 
nopla3039
Starfish
Starfish
55 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by nopla3039 on Aug 9, 17 4:16 AM
I try to PM, it does not go through, try posting to forums and only 2 of them have shown up (the ones to this forum) even though I have tried several over the last couple days. I contacted Tech Support 3 days ago and they do not respond but it has been confirmed my emails were received.
The game froze after obtaining the bucket, I have already described what happened in a previous post. A few days before this happened I had reinstalled the game to fix different problems and the game does not open when I try to run as Administrator. I feel I have been more than patient but now am getting aggravated. I am hoping someone will read this and be able to assist me since I can not get any assistance from Tech Support

 
bfgIlinalta
Moderator
Moderator
3,229 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by bfgIlinalta on Aug 9, 17 4:39 PM
Hello redwood23spooky and nopla3039,

Thank you both for taking the time to update us on what you are experiencing while playing Wanderland or while working with our Support Team.

redwood23spooky, I'm sorry to hear there's trouble with the gifting system in the game. It's possible that in this circumstance the gift has already been received and that trying to accept the gift again is unable to be accomplished, causing the lost connection issue. I'm sorry this is occurring. What I recommend is seeing if closing the game and reopening it will resolve that display issue where the gift is still being displayed after restarting.

If that doesn't seem to help resolve that, please feel free to write to our Technical Support Team with a screenshot of the gift that is causing the trouble. Our Reps will be sure to get back in touch as soon as they can to help out.

nopla3039, I'm sorry to hear there's been some time since your request and when you were contacted. I went ahead and followed up with our Support Team and after discussing the requests in our system with them, it appears that multiple emails were sent and placed in queue instead of responding to our Reps directly. We strongly recommend replying to our Reps directly instead of creating a new request as a response, as this may slow down our Reps response time. Thanks for following up directly with our Reps in the future.

I took the liberty to ask when this request was responded to and it appears that the latest response was today, August 9, 2017, and is requesting further information so that our teams can investigate what might be happening with that. They are asking for a Dr. Felix Diagnostic Report, so be sure to follow up with that attached in a direct reply to our Reps' message so that they can follow up to continue helping out with your request. Thank you for your effort while working with our Reps.

 
bfgIlinalta
Moderator
Moderator
3,229 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by bfgIlinalta on Aug 9, 17 4:40 PM
We definitely want you to be able to post in the forums without trouble. Since it sounds like my previous suggestions were unable to help workaround our filters, definitely be sure to provide the complete transcript of the message you were attempting to send to our Support Team.

The Forum Moderation Team cannot assist our Support Team with investigating those PM-related issues without seeing the exact content that was being sent, and it may be helpful to save a copy of that content in a text file or as a screenshot before trying to send messages or make posts. Since the content is being filtered on our forums, you will be unable to send it directly to one of our moderators due to that filter. That information could be instrumental in determining what is causing our forum's filters to filter out those posts, and I hope you're able to provide these details alongside that Dr. Felix Diagnostic Report. Thank you for your understanding and time, and I hope that we can help resolve that PM-related issue as well.

Thank you both for your patience. If there are any further questions, please feel free to PM me or any of our other active Moderators. We're happy to help.

bfgIlinalta

 
Coffee_Cat
Seahorse
Seahorse
35 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by Coffee_Cat on Aug 12, 17 8:39 PM
Why is it that whatever the tournament target enemy is doesn't appear when other enemies are driven away? I need skeletons. Tonight I have killed 4 gremlins, 2 turgs and 3 ogres. Not single skeleton has appeared and there weren't any when I signed on even though I pointedly left 2 so I could have those to start with tonight. The HOS needed item drop rates are getting worse as well. Maybe the techs need to see if the drop rates and enemy-type ratio has been bugged.

Edited on 08/12/2017 at 8:52:38 PM PST


 
dfields
Jellyfish
Jellyfish
17 Posts

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by dfields on Aug 15, 17 5:06 AM
ZERO GRAVITY POTION: the energy expenditure decrease by 0/0s.
what is this used for tried several different times and do not see it's use.

 

Re:Please post your TECH ISSUES for Wanderland here

[Post New]by Fred_just_Fred on Aug 16, 17 7:57 AM
dfields, see my reply to you in your POTIONS thread.

 
 
 
 
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