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2024/12/03 13:00 from FOAMSTARS
“Legacy Gift” Issues
[December 3, 2024 at 1 p.m. GMT]
Thank you for playing FOAMSTARS.
Upon the transition of FOAMSTARS to free-to-play on October 4, 2024, the “Legacy Gift” became available to obtain for free as a bonus for anyone who downloaded FOAMSTARS before the update. However, there were some issues on the day of its release.
We’re very sorry for any inconvenience caused as a result of these problems and for the delay in our announcement due to the time required for investigation. Please find below an explanation of the problems and the actions taken. Once again, we’d like to sincerely apologise.
■Issues
Two related issues have occurred and are described below as “Issue 1” and “Issue 2.”
▼Issue 1
Anyone who downloaded FOAMSTARS after the free-to-play update was able to obtain the “Legacy Gift” for about 30 minutes after the price change, even though the ability to obtain the “Legacy Gift” should have been limited to those who downloaded the game before the price change.
▼Issue 2
Players who had downloaded FOAMSTARS before the free-to-play update could not obtain the “Legacy Gift.”
This issue affected anyone who downloaded the free version of the game in addition to their existing game, resulting in a duplicate version. Downloading a duplicate version is no longer possible.
■Period when Issues Occurred
▼Issue 1
October 4, 2024, 1:00 AM through October 4, 2024, 1:30 AM (GMT)
▼Issue 2
October 4, 2024, 1:00 AM through October 4, 2024, 3:00 PM (GMT)
■Actions Taken
▼Those who experienced Issue 1
No further actions are planned.
▼Those who experienced Issue 2
A download code that includes all items from the “Legacy Gift” will be distributed.
We apologise for the inconvenience, but affected players will need to submit a request via the in-game contact window. Please kindly check the details below, which explain how to submit a request and when the response will be sent.
■How to submit a request
Please report the issue using the in-game contact form, following the steps below.
■Please go to SYSTEM MENU > Options > Other > Contact
Once the Support Centre screen appears, please fill in the required information on the “FOAMSTARS Legacy Gift Download Code Request Form” to send your submission.
1.Response Plan
Starting from 1 p.m. on December 3 (GMT), we will respond to customers in the order in which requests were submitted.
*Please note that it may take up to 10 business days from form submission to confirming customer eligibility and distribution of the download code. The download code can be used as soon as it has been received.
Please accept our sincere apologies for the delay in our response to this matter. This was a result of the time required to investigate the cause and subsequently coordinate a response policy.
We will continue to work to prevent a recurrence of these issues so that our players can continue to enjoy the game.
Thank you for your support.
FOAMSTARS Operations Team
Thank you for playing FOAMSTARS.
Upon the transition of FOAMSTARS to free-to-play on October 4, 2024, the “Legacy Gift” became available to obtain for free as a bonus for anyone who downloaded FOAMSTARS before the update. However, there were some issues on the day of its release.
We’re very sorry for any inconvenience caused as a result of these problems and for the delay in our announcement due to the time required for investigation. Please find below an explanation of the problems and the actions taken. Once again, we’d like to sincerely apologise.
■Issues
Two related issues have occurred and are described below as “Issue 1” and “Issue 2.”
▼Issue 1
Anyone who downloaded FOAMSTARS after the free-to-play update was able to obtain the “Legacy Gift” for about 30 minutes after the price change, even though the ability to obtain the “Legacy Gift” should have been limited to those who downloaded the game before the price change.
▼Issue 2
Players who had downloaded FOAMSTARS before the free-to-play update could not obtain the “Legacy Gift.”
This issue affected anyone who downloaded the free version of the game in addition to their existing game, resulting in a duplicate version. Downloading a duplicate version is no longer possible.
■Period when Issues Occurred
▼Issue 1
October 4, 2024, 1:00 AM through October 4, 2024, 1:30 AM (GMT)
▼Issue 2
October 4, 2024, 1:00 AM through October 4, 2024, 3:00 PM (GMT)
■Actions Taken
▼Those who experienced Issue 1
No further actions are planned.
▼Those who experienced Issue 2
A download code that includes all items from the “Legacy Gift” will be distributed.
We apologise for the inconvenience, but affected players will need to submit a request via the in-game contact window. Please kindly check the details below, which explain how to submit a request and when the response will be sent.
■How to submit a request
Please report the issue using the in-game contact form, following the steps below.
■Please go to SYSTEM MENU > Options > Other > Contact
Once the Support Centre screen appears, please fill in the required information on the “FOAMSTARS Legacy Gift Download Code Request Form” to send your submission.
1.Response Plan
Starting from 1 p.m. on December 3 (GMT), we will respond to customers in the order in which requests were submitted.
*Please note that it may take up to 10 business days from form submission to confirming customer eligibility and distribution of the download code. The download code can be used as soon as it has been received.
Please accept our sincere apologies for the delay in our response to this matter. This was a result of the time required to investigate the cause and subsequently coordinate a response policy.
We will continue to work to prevent a recurrence of these issues so that our players can continue to enjoy the game.
Thank you for your support.
FOAMSTARS Operations Team
