Goblin Squad Member
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I still have CC embers who are waiting on GW support to manually fix the Paizo to GW account migration, but the land rush vote happens tomorrow. It would be a real bummer to be lower in draft order because of mechanical problems on the back-end. Is there anyway to manually add in votes, or retroactively add them once GW fixes the problem?
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I agree, this is something of a bear for the community as a whole.
I am posting to say that this is something that affects many, MANY of the Guilds involved, and is if anything counter-intuitive to the intent of the LR program in that the biggest supporters of the KS are simply unable to fully contribute to their Company interest with the Votes they paid for, at the very time when it is MOST important to have a strong showing.
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Goblin Squad Member
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Though I do not believe that this issue is currently effecting Golgotha, it is concerning that there are still EE ready accounts that are unable to vote in the Landrush. I sincerely hope that this gets solved in time for the first draft. If the Landrush is to have any legitimacy, it must be as solid as possible on Goblinworks' side.
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Goblin Squad Member
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I still have CC embers who are waiting on GW support to manually fix the Paizo to GW account migration, but the land rush vote happens tomorrow. It would be a real bummer to be lower in draft order because of mechanical problems on the back-end. Is there anyway to manually add in votes, or retroactively add them once GW fixes the problem?
Of minor Assistance, I've added a "unconfirmed Members" column to the Google spreadsheet, so people can add what they believe the real numbers are, purely for informational purposes.
Please don't alter the number in the "Members" column to reflect anything that isn't in=play at Goblinworks.
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Goblin Squad Member
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Thanks for doing this. I'm aware of one member but it seems someone filled out already for Thod's Friends(2). I will try to figure out if this actually is 1, 2 or 3.
The one case I know of tries in vain since start of the week.
Whoever filled in 16 - please contact me with details who the missing 2 are.
Edit: sorry - partly my mistake. Just in the process to accept two new members to make it to 16 and will have to check if one more I mention above is still having issues or if he now finally after a week managed to cast his vote.
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Goblin Squad Member
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Thanks for doing this. I'm aware of one member but it seems someone filled out already for Thod's Friends(2). I will try to figure out if this actually is 1, 2 or 3.
The one case I know of tries in vain since start of the week.Whoever filled in 16 - please contact me with details who the missing 2 are.
Thod, from the looks of it someone was updating that column to include the current applicants as well. Thod's Friends currently has 2 applicants. At least, that was the only pattern I noticed.
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Goblin Squad Member
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Thod, from the looks of it someone was updating that column to include the current applicants as well. Thod's Friends currently has 2 applicants. At least, that was the only pattern I noticed.Thanks for doing this. I'm aware of one member but it seems someone filled out already for Thod's Friends(2). I will try to figure out if this actually is 1, 2 or 3.
The one case I know of tries in vain since start of the week.Whoever filled in 16 - please contact me with details who the missing 2 are.
Thanks - yes see edit above. We are now officially on 16 with one potentially still stuck.
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Goblin Squad Member
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Everyone who's having issues: try sending another email to customer.support@goblinworks.com. We found out each of the last couple weekends that GW-folk, including Ryan, are working weekends in the run-up to Alpha, so you've good odds of your notes being read today.
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Goblin Squad Member
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Everyone who's having issues: try sending another email to customer.support@goblinworks.com. We found out each of the last couple weekends that GW-folk, including Ryan, are working weekends in the run-up to Alpha, so you've good odds of your notes being read today.
Thanks Jazz! This is good to know.
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Goblin Squad Member
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I still have CC embers who are waiting on GW support to manually fix the Paizo to GW account migration, but the land rush vote happens tomorrow. It would be a real bummer to be lower in draft order because of mechanical problems on the back-end. Is there anyway to manually add in votes, or retroactively add them once GW fixes the problem?
/bump
This is, by far, the most important issue right now.
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Goblin Squad Member
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Theodum looked down on all the paperwork. Couldn't they have done that in a simpler way. Why did they employ some Chelaxian Hellknights for this job.
On his left there was a staple of 3 empty forms. All the stamps and everything already done - but the names for the three field agents still missing.
Oh - and on the right the other application. Name, grade, everything filled out. But the fool did originally apply for next year to become a member. Now that he found a sponsor inside the society he hoped to jump the queue.
Oh well - you couldn't say that some people made it easy.
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Goblin Squad Member
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I agree that this is important - at the same time - I'm fully aware that GW is trying it's best and some issues are just not that simple or fall between the cracks and I hope people - come Sunday midnight and the first draw - will keep a relaxed attitude.
Yes - in my current position a single new member gets me another rank up. A single member for the settlement behind me and I'm one down.
Add to this that I have 3 open slots from my Crowdforger Guild Pledge and one member buddy seems to be stuck and yes - it will have some effect.
But GW is doing it's best. They haven't done it before and in the end I will take it relaxed. There is still many more weeks to come. Maybe I rue my selection on Monday morning - depending who is next to me.
So yes - good to keep this up here - put please stay polite towards GW. This can't be an easy time for them.
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CEO, Goblinworks
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I have 2 people in my "FUBAR" folder. These are people who have such screwed up data that we cannot untangle them at the moment. It will take people working on the Paizo side and the Goblinworks side to figure out what happened and how to fix it. Those folks are probably going to be waiting for a while just because the effort to un-FUBAR has to be put into a priority queue with a bunch of other critical stuff. I'm not happy but I'm also not freaking out - 2 people is not a catastrophe.
I have 57 emails in my customer.support@goblinworks.com queue. That number was 0 at noon yesterday. Not all of those are actual support requests, and some number of them are people letting us know they pledged KS money for an Add-On they hadn't already selected, which isn't really relevant to this issue. So I will be working my way through that list today to see who I can help and who will need to be worked on by the Back Office Ninjas on Monday.
I am also going to go through the 404 threads in our "Reply Sent" folder and classifying those threads as either "closed" or "not closed". I believe that 99% of those threads will be classified as "closed" but we may find a few more FUBARs.
So I'd just ask for everyone to be patient, and we'll crunch through as many of the problems as fast as we can. Just wanted to scope the situation for folks so that it didn't appear we had a huge caseload of un-addressed customer support problems.
We have mostly fixed the transfer issues that we saw in the first week or so of the Pledge Manager process. Currently we don't think there are any persistent error conditions that affect transfers.
The advice I give to almost everyone is to do the following:
1: Try to log into goblinworks.com
1A: If you cannot log in, try a password reset. If that fails see #3.
2: If you can log in to goblinworks.com, go to the Account page. You should see an Enrollment Status of Open, Early or Alpha (provided you purchased that access). You will see nothing if all you have on your account is a $35 Adventurer Add-On. Or if you pledged for a package that didn't include Enrollment. That is all we are displaying at this time - just Enrollment status. Nothing else. So if you see Enrollment, that's good - your account transferred successfully and you are done.
3: If you do not see your Enrollment status, or you could not log in, the Transfer process failed for you when you attempted it (or something else went wrong).
3A: You can attempt to re-do the transfer. Go to the Pledge Manager, and select Tab #5. You should be able to re-do Step #5 and Step #6 and that will allow you to access the Transfer tab to the right of Step #6 again.
3B: Note that your username can only contain alphanumeric characters. No "@", no spaces, no "_", etc. We have seen a lot of people who thought they transferred using an invalid username but did not realize they had an error and when we told them to use a simpler username, they were able to complete the transfer.
3C: If you get an error message at this step, you probably have a problem that we will need to fix. This is the time to email customer.support@goblinworks.com. Please let us know what error message you are seeing.
If none of these steps help, this is what will happen:
We send an email to the address you contacted us with. This is to avoid people spoofing email addresses. The email will request that you reply to the email we send you with the username and email address you wish to use with your account. When we receive it, I forward it to the Back Office Ninjas, who update our database as necessary. The earliest they will do this is Monday. They will then generate a password reset request to the email you asked us to link with your account and you will receive that email and be able to change your password, after which you should be able to log into the account and see your Enrollment status.
Some common problems we've seen that you can fix yourself:
1: People mistype the password they used for Goblinworks in the Pledge Manager. A password reset can clear this up. This is the root cause of a lot of people who get errors during the Transfer process.
2: People try to use an invalid username on goblinworks. Alphanumeric characters only please.
3: People have mis-typed their email addresses. This causes the password reset to fail (you won't get the message).
4: As we noted last week there were a small number of accounts that had email mis-matches when they were brought over from the Paizo.com Goblin Squad Store. We sent all these accounts emails directly with instructions on how to fix the problem. Search your Spam folders and Deleted Messages looking for a message from "gwauth@goblinworks.com".
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CEO, Goblinworks
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Update: We still have 2 people in the FUBAR queue. We have an additional 6 people in a queue for people having a problem with the Pledge Manager functions that we've escalated to Paizo's customer service department. And there are 2 people that are in an unknown resolution state - I've asked them to let me know if they still need help.
I sent detailed instructions to 37 people who should be able to proceed with the transfer and log-in process on goblinworks.com, but who we did not get a follow-up response from letting us know they had been able to successfully complete the process. So we're just checking to be sure.
There are now 55 threads in the customer.support@goblinworks.com queue that we have not worked on yet. That's my next task.
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CEO, Goblinworks
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OK, here's the update as of Sunday:
There are now 3 cases in FUBAR.
I have 7 cases in "Open" which means that someone has to see if they can be fixed or not before we declare them FUBAR. :)
I have 6 cases that I believe are Pledge Manager problems that Paizo's customer service is going to have to look at.
I have 21 people who notified us that they wanted the Print Pack Add-On but couldn't select it (or had some other Print Pack Add-On related question).
There are no messages in the inbox. That means that everyone else has at least received a response asking them for more information, suggesting steps they can try to fix their problem, or a username / email reset request.
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Goblin Squad Member
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I'll add my thank you to the list as well. I know this kind of thing can be frustrating for everyone involved, not just for the customers. Your time and energy spent is truly appreciated, Ryan. Thank you, and pass along the thanks to the other goblins and the "Back Office Ninjas" too. :)
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I'll add my thank you to the list as well. I know this kind of thing can be frustrating for everyone involved, not just for the customers. Your time and energy spent is truly appreciated, Ryan. Thank you, and pass along the thanks to the other goblins and the "Back Office Ninjas" too. :)
Speaking as one of the "Back Office Ninjas", we are just happy to get these issues resolved, but the thanks is appreciated. :)
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Goblin Squad Member
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@Ryan,
was going to email you monday but since you already went through em all I'll give you a heads up now.
I'm a non-KS backer at the EE $100 level. I have yet to send you guys an email, but anyway: I'm just kinda confused what to do tbh. I got an account with paizo (duh) and with GW, though I think the GW uses a different email account. To my knoweledge you guys were going to contact me and manually merge/flip accounts after dealing with all the KS havoc yes?
Don't want a detailed response, but just saying the questions will be coming ^^.
Thanks for your guys' work though. Forum/communication problems aside, I know you guys work harder than most people in the industry trying to crank out a hopefully world-changing game.
And hey, nobody is perfect and mistakes are made: don't beat yourself up over things too much...
especially in regards to those shady Pax guys... ;P
Zael
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CEO, Goblinworks
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Update:
We worked on our 3 FUBAR cases today and Lisa and I tried to un-FUBAR them. They've been contacted and we'll see how we did.
There are 9 cases in my "Pledge Manager Problems" folder and we've responded to all of them, either with a suggestion or a request to check and see if we solved the problem.
There are 6 cases in my "Open" folder who are people I think we have helped but I want to receive confirmation from them before putting those cases into the No Further Action Required folder.
0 Inbox emails at this time.
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Goblin Squad Member
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0 Inbox emails at this time.
Yay!
And thanks for so many things.
Not least of which is a landrush mini-game that's already provided a few hours of entertainment. At this rate, (even without the PDF pack) my $100.00 pledge will have been worthwhile before the game ever gets off the ground.
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Goblin Squad Member
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We worked on our 3 FUBAR cases today and Lisa and I tried to un-FUBAR them. They've been contacted and we'll see how we did.
There are 9 cases in my "Pledge Manager Problems" folder and we've responded to all of them, either with a suggestion or a request to check and see if we solved the problem.
Pretty sure I've been un-FUBAR'd, but my case was at Paizo so not sure if you were involved in the unFUBARing or not. Either way, a job well done by all!
