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❌ Issues with Episode Race - Not receiving the Gold Bars rewards!

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QueenB
QueenB Posts: 13,847 Community Manager
edited July 2023 in Support

Hi all!

We understand that some of you have not been able to collect your Gold Bars reward after completing the Episode Race and we wanted to let you know that we are looking into this 👍

As we continue investigating this issue, we would really appreciate if you could provide the following informations in order to help us.

  1. when did you start having this issue?
  2. which game app version do you have installed?
  3. do you happen to get any error message when trying to collect your reward?
  4. did you happen to receive the rewards afterwords?

We are seeing that some players have been able to collect on their rewards but afterwards so please let us know if you had the issue but was able to collect your Gold Bars after trying the game again.

👉 In the meantime, to claim your missing Gold Bars, please reach out to our Player Support team directly with the details of the incident, and the specific episode where you completed the race.

Providing this information will help us investigate and resolve the situation promptly.

Thank you for your collaboration 🐝

Best Answers

  • QueenB
    QueenB Posts: 13,847 Community Manager
    edited March 2023 Answer ✓
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    Thank you everyone for sharing the details and for answering our questions!

    We believe that as of yesterday evening, the Episode Race should be working as normal. If you have played or started a new race today, please let us know if you are now getting the Gold bars.

    This means that if you complete the Race today, you should be getting your Gold bars as the issue should be fixed 😉

    Now, for the races that you completed yesterday and that did not pay out the Gold Bars. Please get intouch with our Player Support team through the game app or HERE and ask for a compensation.

    UPDATE!

    This issue is still under investigation, therefore our Player Support team is only able to register your report but not able to compensate your missing Episode Race reward.

    We understand that this is not ideal and that you have been told to get in touch before, but as this is still under investigation, we will keep you up to date once we know more.

    Thank you all for your patience while we work on improving the game so this doesn't happen again.

    Keep it Sweet 🍬🍭

  • QueenB
    QueenB Posts: 13,847 Community Manager
    edited March 2023 Answer ✓
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    Howdy All!

    First of all, we would like to thank you all for being patient with us and collaboration on getting us the details, we really appreciate it 🙌

    Now for some updates!

    As mentioned before, we believe that we might have solved the issue and that the reason some of you might be experiencing this issue, is because your game still has access to the Episode Race that had an issue.

    If you are currently still in an Episode Race, you may not receive the Gold Bars reward.

    However at the end of your next new Race, you should be receiving it!

    Again, apologies for the trouble caused and thank you all for your collaboration 🤗

  • QueenB
    QueenB Posts: 13,847 Community Manager
    Answer ✓
    Options

    Hei everybody 😀

    We hope that after yesterday's unfortunate incident, the Episode Race is back and working as it should!

    Now we know that there is the question about what will happen with the previous Gold Bars that you did not get to collect after completing a Race 🤔

    We're working on it! We are looking into how to replace these without you having to do anything.

    All we ask is for your patience while we work our magic. Thank you and wish you a Sweet weekend 🍭🍬

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