HellOw everyone,

As you're aware, all our servers were migrated in the past weeks.

This caused some issues, such as:

↪ Low performance (lag, slowness);
↪ Deleted horses' histories;
↪ Unavailable payment methods;
↪ E-mails from Howrse are not being received;
↪ Inability to log in;
↪ The daily objectives were reset;
↪ Special horses are not providing their gift;
↪ The Pieces of Cloud Pack from the May Packs are not working;
↪ The ranking is not updated on some versions.

While some of these issues were already fixed, others are still under investigation.

Please note that our team is focused on resolving all reported issues. While we do not have confirmation regarding potential compensation, our team will assess compensation on a global scale after the issues are resolved.

We apologize for the inconvenience, and appreciate everyone's patience!

The Howrse Team

Hello,

Today, all the servers underwent maintenance to address the performance issues.

We have already received positive feedback from multiple players. Can you please let us know if the server performance (lag, slowness) is better or resolved for you?

And now that this was addressed, the team will continue tackling the rest of the issues, for example:

↪ Unavailable payment methods;
↪ E-mails from Howrse are not being received;
↪ Inability to log in;
↪ Special horses are not providing their gift;
↪ The Pieces of Cloud Pack from the May Packs are not working;
↪ The ranking is not updated on some versions.
↪ And a few others...

Please note that once the main problems are resolved and the game has stabilized, we will work on compensation for all the issues that happened in the past weeks.

Once more, we are really sorry about the inconvenience, and thank you for your patience over the past weeks!

The Howrse Team

Hello,

Regarding the global compensation, our team is still unable to share details about all the compensation planned, but one very likely option is an extension of the privileges included in the May packs for all players.

Please be patient, as it may take time to prepare the script for the compensation distribution, and the team is not working with fully operational tools right now.

About the May Packs: the date was extended and they will be available until Wednesday, June 18th, at 10 am (Paris time).

Regarding the Payment methods: We are aiming to bring Xsolla back by the end of next week at the latest. Unfortunately, we cannot say if Paysafe will be fixed before the 18th.

Other than that, the team is still busy with getting everything else up and running again (emails, preprod, many of our internal tools, etc).

We'll keep you updated when we have more news.

Thank you for your understanding!
The Howrse Team

Hello,

We have a new update on the current situation.

The payment method Xsolla should be back by the end of next week. Unfortunately, we still cannot guarantee anything for Paysafe.

Regarding the Email issue, the technical team had a breakthrough today, and hopefully, the problem will be fixed at the beginning of next week. (Maybe even today?)

We know the recent disruptions have impacted your experience, and we want to make it right with a generous compensation package.

We can already say that, in addition to the privileges from the May packs, we will also extend the VIP and Pegasus subscriptions for the concerned players.

A more global compensation will contain a bundle of items for everyone, such as some luck items and aging points. Those are only examples, and the detailed content and number of items still need to be confirmed.
We cannot share a date for when it will be distributed, as we want to fix the email issue first, and the Dev team will need some time to code the compensation script.

Additionally, the team is still busy ensuring our internal tools are properly operational again and addressing the remaining issues.

Thank you for your understanding, and have a nice weekend!
The Howrse Team

Hello,

Here is a new update on the current situation after the migration:

↪ Emails issue: Good news, the game is finally able to send out emails to almost everyone!
We are still having issues with Yahoo email addresses. The team is on it, but the rest is fine. You should now be able to confirm your email address or reset your password, for example. Please remember to check your spam folders if you haven't received an email in your inbox.

↪ Missing payment methods: The team is still working on getting Xsolla back as soon as possible. However, right now, we cannot guarantee that it will happen before the end of May Packs, unfortunately. Paysafe should arrive even later. We know how inconvenient it can be for some of you, and we are really sorry about that! Rest assured that the team is doing its best.

↪ Global compensation: We're still on it! The detailed amount and content will be finalized by the end of the week. Hopefully, we will be able to send it out next week.

↪ Test servers: The team is still working on it, hopefully they can reopen next week.

↪ The team is also working on other issues, which are less visible to you, affecting our internal tools.

Step by step, things are getting back to normal.

Thank you for your understanding!
The Howrse Team

Hello everyone,

Here is an update on our focus for the week:

↪ Test servers: Still work in progress and our #1 priority this week since we need to test features for the next update. We hope to be back up and running by the end of the week, but nothing is set in stone.

↪ Missing payment methods: We are still working on getting Xsolla back up. We know how inconvenient it can be for some of you, especially since May Packs are ending tomorrow. We are really sorry about that! Sadly, we can't guarantee it will be back up before the end of the week.

↪ Global compensation: We are still working on the final details. It will include a variety of items and resources to thank you for your patience during the bumpy migrations.

↪ Performance issues: We noticed an increasing number of reports signaling frequent blank pages, maintenance pages, and other display issues. It seems to affect multiple versions. We are investigating a bit deeper and will provide you with an update next time.

Thank you for your understanding!
The Howrse Team

Hello,

Good news! Xsolla is back up, and you can now use it for payments.

As a result, we have extended the May Packs until next Monday, June 23rd, at 10 AM CET.

Thank you for your patience again!
The Howrse team

Hello,

Here is an update on the current situation after the migration.

↪ Performance issues: We are aware that there are still some performance issues, affecting the French servers in particular and also the other versions. This is being investigated as a priority. However, the team still has some difficulties finding the origin of the issues. The metrics we have on our side don't reveal any performance issues, unfortunately.

To help the investigation, we could use more information regarding the issues you encounter:
• On what version?
• If there are specific times you are having issues?
• On what specific pages of the game?
• Screenshots could help as well.

Please share this information with us.

↪ Test servers: The test servers are back up and running (but only for FR, DE, and INT at the moment).

↪ Email issue: Emails should be working for everyone now (but might still land in your Spam folder). Please send a ticket to Support if you still aren't receiving emails.

↪ Missing payment methods: Xsolla is back now and should give you plenty of additional payment options. There is no update regarding Paysafe at the moment, as it isn't our priority.

↪ Global compensation: We're still on it, the detailed amount and content have been finalized. The developers will code the script when there is enough bandwidth - hopefully this week, but there is no guarantee.

There are also other issues the team is working on in the background, but things are progressively getting back to normal.

Thank you for your understanding, and have a nice week!
The Howrse Team

Hello,

Here is an update on the current situation:

↪ Compensation: The compensation was already distributed!

↪ Performance issues: While there have been some improvements lately, we are aware that there are still some performance issues. The team is actively investigating and working on these issues. Please continue sharing your experience regarding performance.

↪ Reminder: If you encounter other technical issues or bugs, please submit a ticket to Support. It helps the team track and resolve issues more efficiently.

Thank you for your patience!
The Howrse Team

Hello,

A fix was implemented this morning by the technical team to improve performance on the following versions: INT, UK, CA, US, AU, HU, RO, SI, and SK.

You should be able to access the game normally and play without any major lag now.

Please note that this fix comes with a warning message when first accessing the game, checking whether you're a bot or not.
This is perfectly normal, and you can access the game normally afterwards.

Please let us know if you are still having performance issues.

The Howrse Team

Hello everyone,

Most of the reported issues have been resolved.

We will now be closing this topic and advise anyone facing issues to reach out to Support directly.

Some of the pending issues are:

↪ Email issues: Some emails are still not being sent. If you are not receiving the emails from Howrse, please reach out to Support.

↪ Performance issues: While there have been some improvements, we are aware that there are still some performance issues. Please reach out to Support with details if you experience issues.

↪ Unable to login: Some users are still facing issues when logging in to their accounts. Please reach out to Support if it's the case with your account.

Thank you for your understanding!
The Howrse Team

Hello everyone,

Our team released a fix for the email issue. If you are having trouble with validating your email or requesting a new password, please try again. You should now receive the emails from Howrse correctly.

Lastly, today, our team also performed a server maintenance to improve server performance. If you were having performance issues, you should see improvements.

If you experience any issues, please reach out to the Support team directly.

Thank you for your understanding!
The Howrse Team