Hello.

I have been informed that few of you are not satisfied with replies from our Support. But firstly, I would like to explain few things to you.

- If your tickets are marked as resolved, do not panic. We usually mark them as resolved even though we are in the middle of the investigation of reported issue. This is done in order to prevent players from spamming their tickets with unnecessary messages that could extend the process of investigation. If player noticed new or in his/her opinion important information he/she is always welcome to re-open his/her ticket and add new information to their ticket. We reply even to resolved tickets, we always re-open them. If you are afraid your ticket was forgotten and it has been few days since you have received response, you are more then welcome to re-open ticket by yourself and ask about current situation of your problem. Please keep in mind our support is working only during normal working days.

- Showing screenshots of your tickets from support is not allowed here on forum since it may contain information that could be used against you. We highly recommend not to share such information with other players. For this reason, I am going to delete your posts.
If you feel the need to show or ask anything about your tickets or replies in them, you can contact our staff via our discord server.

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Now back to the main problem.

We at support of course can access players logs and backstage of your accounts. Screenshots are required as something as "first aid". They are helpful to address the problem and it also makes the process of resolving your process way faster. Checking backstage and all other things connected to it is really time consuming, that is also why you may have received response from us "It will take some time to review your problem". I've heard about your problems when you have reported them but I can confirm we have not find any errors/problems/bugs in the system or in specific accounts. Our records of your accounts shows no proofs of disappearing coupons without actually spending them. Same can be said about ingots.

I have noticed you have mentioned you were not aware of the *on that says "if you do not have enough resources, coupons/ingots will be used". In our eyes and terms coupons and ingots are resources as well. But we understand where are you coming from and we also understand what you are trying to say and explain to us. But I still need to ask if there isn't even a slightest chance that you and other players with same problem may have this box checked and just not being aware of it ?

If you think the support you have received is not enough and you would like to request another check of your problem, feel free to inform us and we can check it one more time and explain to you what happened (this may not be possible or will take longer time since specific amount of time has passed since this "problem" has occurred).

I will have to ask you to leave your UID in this thread and I will come check it if you have responded to my message or not. Or I will ask Tobei to let me know. When we will have any news about your problem, we will inform either via your old ticket or I will ask Tobei to update you via this thread.

We would like to apologize for the all inconvenience this may have caused but also thank you for you patience.

Have a nice day.

Hi Daiske,

Appreciate a mod getting back at us after a week's wait.

In response to:

"I have noticed you have mentioned you were not aware of the *on that says "if you do not have enough resources, coupons/ingots will be used".

"But I still need to ask if there isn't even a slightest chance that you and other players with same problem may have this box checked and just not being aware of it ? "

There is NO CHANCE this happened. It's 3 lines of in your face text.

"Automatically buy materials if your materials are insufficient.

When buying items;, firstly use Coupons,

If Coupons are not sufficient, Ingots will be spent."

My anger and frustration is with these auto-mated like responses from support.

This isn't the type of service you'd expect when dealing with such issues.

There's been no valid proof from supports end indicating, I did this and that and my coupons/ingots were allocated into this and that.

And @Daiske, from a player's s standpoint doesn't this seem all too coincidental to you that multiple players experienced the loss of coupons and ingots on the very first day of 4.0, and no such reports prior to that? Are you saying on behalf of support, we players can only prove our story with a recorded video? Otherwise it's your logs against our truthful statements?

I've spent more than I should on this game in the past year, with no regrets. I'm as careful as you can get when I spend in this game, and do*ent almost everything.

However as of now, OAS has lost a loyal customer until they give back what I essentially paid for. I've put in my report, and the other players will say the same, OAS is more than welcome to take back the extra charms the system gave us in error.

It's not the # amount of loss coupons/ingots i'm angry about. It's how we're getting treated in this situation with little to no valid explanation from OAS' end and I would swear on my life (if this wasn't a game), the Automatically use coupons/ingots function was not ticked off.

S177: Kira

UID: 200000091341778

Thank you Daiske

I'm also 100% positive I did not check that box. I'm very aware that box is there and always make sure it isn't just in case because I'm paranoid of accidentally spending coupons I don't want to.

As I've mentioned before, when 3.0 was implemented a similar bug happened with thread in battle armor. When you went to use the auto-upgrade tool even if you didn't have the box checked you would get a pop-up confirming you want to purchase X number of threads and would not allow you to upgrade at all unless you did. This problem was fixed fairly quickly after bringing it up and no one has had an issue with threads since. With charms though, there was no pop-up. Even without the box checked it just took all of our coupons without any sort of confirmation, without us even realizing.

Even if coupons/ingots do count as material, if I have 100+ charms in my inventory and an upgrade requires only 40, it should not take from my coupons before using the material I already own. That just doesn't make sense.

I'm sure you can understand after a week of a vague "we're looking into it" message followed by saying it's resolved, forcing us to re-open to get any sort of progress report and one that reads as "this is your fault not ours" like nothing we've said has actually been taken into account; it's incredibly frustrating. Especially when multiple players who have been here for quite a long time with no issues all report the same problem on the same day right after a major update individually.

As upsetting as it is, I'm not too concerned about my own situation specifically at this point. I'm not a big spender nor do I keep close track of every move I make in the game as Kira does. However it's very unfair to players who have spent a lot of both time and money, and to future players who may run into this same problem, if this isn't investigated thoroughly and fixed so it can't happen again. So please forgive my impatience.

S162: Swisidniak

UID: 200000090613814

Thank you @Daiske for your comment.

Although the loss of coupons has mostly *n over me by now, I'm still concerned this issue will still occur again in the future. Because of this, I feel like my only solution for now is to upgrade manually so I can ensure that it does not eat my coupons rather than the charms first. Clearly this isn't the most practical thing to do, but it is the safest way, and that kind of shows how broken the auto upgrade feature has become. It's become unsafe for people to use because they fear it will do something it shouldn't have. People used it regularly without issue, and now it's suddenly doing things that previously wouldn' have happened. Hopefully OAS will actually invest their time into investigating this issue thoroughly.

S69 Fukurokumaru: Yamato

UID: 200000087006624

Hello.

Everyone receives automatic responses from support in order to notify player we have received your ticket and we will start working on your problem as soon as possible.

As for "multiple players experiencing same problem". Please keep in mind our community is really big and 3 or 4 players are of course important to us but they are not whole community. There is always chance those specific player met specific requirements or actions and that is the reason why they have experienced such issues. You mentioned proofs. It is not possible for us to provide you with specific in-game logs since most of the information in them are classified as internal information and they are not shared with players from community. However, we can let you know when, how and on what where you resources spent. But as I mentioned in my previous comment, this actually may be really special situation since specific amount of time has passed since this problem has occurred and we also had big version update. Nevertheless, we will still investigate this issue one more time.

Don't worry, I will be in charge of your problem.

Please stay patient and I will contact you back as soon as possible.

Have a nice day.

Hi guys!

I am back with few updates (that you might not be happy about).

Upon your requests, we have checked your accounts once again and once again I can confirm there is no problem in system or how is Charm system working. Everything works as it should. What actually happened is that you had "Automatically buy materials if your materials are insufficient. When buying items, firstly uses Coupons. If Coupons are not sufficient, Ingots will be spent." box marked, all three of you. For this reason, your ingots or coupons were spent and this is also the reason why some of you have more charm materials in your backpack then you thought so.

To be more specific, Kira used 3 252 ingots and 3248 coupons at 2017-11-30 17:55:23 on charm materials.

If rest of you would like to know specific date and time when your ingots/coupons were spent, you can contact us via Support ticket and one of our staff members at support will answer you.

I hope this clears all confusion and problems this may have caused. All I am going to say is, please pay more attention not only to this specific box but also other boxes in game before automatically upgrading your equipment.

I would also like to apologize this could not be explained to you sooner. Have a nice day everyone!

i am sad for u guys, i figure this out on tactics upgrade... lucky for me ispend onyl 800 cp and 0 igots :3