Bug? Zero gold claimed after claiming?

Game Support English Support
7

Oh, I’m sorry to hear that, then. I also hope your problem gets fixed quickly! :crossed_fingers:

8

Give our support team some time to work on the ticket which was raised and they will surely get back to you on this, @Onebalancedbreakfast. :slight_smile:

9

Hello @RuthlessFalcon

I am also having the same issues where I went to claim gold and I did not receive it. I have video proof right here - Streamable

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It’s been 24 hours and I still don’t have the gold and I don’t see it

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I received an automated response that doesn’t even pertain to my issues. This is troubleshooting steps for in-game and hardware issues


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I spent a BMW M3’s worth of money on your game, please help.

10

Hello @HayasakaLover, :slight_smile:

Welcome to Lost Ark Community! :bouquet:

I’m sorry to hear about your issue which is related to the gold claim.

As per the email response you received, the team need certain details from your end (in case the basic troubleshooting doesn’t help) which you need to share in order for them to investigate the issue.

I request you to share the mentioned details by reverting to the email and allow the team to investigate the issue at their end.

They will get back to you after the investigation is finished.

Hope this helps! :magic_wand:

11

Is there live chat support? I can’t find this option in the support section.

12

I’m sorry to say but currently the support for Lost Ark is only available via emails, @HayasakaLover.

Please revert back to the email and you will surely get an update on it soon. :slight_smile:

13

it’s been 5 days with no response.

I still do not have my gold that I exchanged using royal crystals


14

Hello again @HayasakaLover, :slight_smile:

I’m sorry to hear that you have not received any response from our support team regarding your ticket.

Unfortunately, we don’t have access to the ticket raised by you through our support team, hence I request you to kindly revert back to the last email received from our team and they will share you the latest update on your case.

Hope this helps! :magic_wand:

15

Hi @HayasakaLover, I have read your posts here and I can understand how not getting your in-game gold could be very frustrating.

I would like to point out however that not proceeding to verify your game files from within steam because you believe that this should only be done for hardware issues is not completely correct.

Files can be corrupted for a myriad of issues. One that comes to mind immediately to me is if anyone powers off their computer without actually shutting it down ( by holding the power button in for instalce ). I am not saying that you have turned your computer in this manner.

@RuthlessFalcon is spot on when he states you should follow up on the ticket.
I think you should get steam to verify the integrity of the game files as mentioned in the support email you showed us and then have a look at your gold and maybe also check where you claimed it and try to see if it is there to be claimed again.

If after doing the file verification and checking your gold, it’s still not there then I suggest providing the information ( asked for in the email ) in an email reply to the one you got or create a new ticket detailing everything. as suggested in the email you got.
Don’t post the info asked for by the email in here, it’s sensitive data and shouldn’t go on the forum

Best of luck @HayasakaLover :+1:

16

I too have not gotten a response.

However Amazon games told me that they have raised the issues to the developers but still haven’t heard any response yet.

So i dont know what else to do.

17

Hi @Onebalancedbreakfast, if you have allowed a reasonable time to lapse ( Perhaps 72Hrs / 3 days ) and have not heard anything I would reply to the support email you got or submit another ticket with all the detail.

The support team should be able to go through your transaction history and verify what has happened with your purchases and gold.

Good Luck :+1:

18

hi,

Thanks.

I have just got an email update from the devs.

Here’s the update from the devs team: “We’ve have requested the gold to be sent to him via mail. I will let you know once this is approved.”

So i hope this resolves it.

@HayasakaLover have you tried raising a ticket to Amazon Games?

1 Like
19

here is the chat between the customer service and i.

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20

That’s excellent @Onebalancedbreakfast and just goes to show that following up is indeed a good idea.

Fantastic result :smiley:

2 Likes
21

Hello @Onebalancedbreakfast and thank you @mick437 for your great and continued support to your fellow Arkesians,

I am glad to hear the situation is close to being resolved for you. In the mean time, do not hesitate marking @mick437 posts as liked or as the solution.

Best of lucks and see you in Arkesia! :wolf:

1 Like
22

How did you access amazon chat support?

23

I have already followed up + made a new email, no response to either - been 5 days.

My question is how does verifying game files on my computer resolve - resolve a server-side issue on their end not giving me gold (data that is stored on their servers), fix it on my PC.

This Verifies “LOCAL” game files. If gold currency was stored locally on my PC, this game would be doomed because I could just edit the files on my pc to say i have 9 billion gold and send that data to Lost Ark servers. Also I provided video proof (Nvidia Shadowplay) above of me buying the gold and not receiving it at all.

1 Like
24

Here you go mate.

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1 Like
25

Hi @HayasakaLover it is good that you have followed up and tried to have this issue resolved.

That is a very good question and the simple answer is that we don’t know.
To provide more information though we don’t know where the problem is being caused so verifying the local files is a very good place to start. There could be a disconnect in the local files for the claiming process.

I know it may not sound right to take the step of verifying the local files but it doesn’t take much time and once done that is something that can be excluded as part of the problem as everyone moves forward to resolve this issue. Please do just run through that process in steam if you have not already.

Please do keep us up to date here with how you are going throughout this issue.
Thanks :+1:

26

Ok so I have gotten the issue resolved.

So here is a rundown for anyone who are having/may face the same issues in the future.

  1. Raise a ticket with Amazon Games. Contact Us | Amazon Games
  2. Explain in detail on what happened, like character name, region, server name, exact amount of gold,date of transaction. If you have screenshots or video of the transaction it will help.
  3. Be patient but also, do your own follow up with Amazon Games as they have many other tickets.
  4. Amazon games will raise the issue with the developers. Once your ticket is validated, the developers will mail you the gold. As soon in the screenshot below.
  5. Again be patient but do your own follow ups. My ticket got resolve in about a week.

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@HayasakaLover this is the best way to get it resolved, hope you get your gold soon.

2 Likes