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Silver problem. How long more do I have to wait!?

Dear Yeo, Our technicians will try to fix this problem with Apple together. It may need serval working days since Apple stuffs are in X'mas holiday. Please be patient. Sorry for the inconvenience caused. Should you need any further assistance, please feel free to contact us. Best regards, Calvin Lakoo Customer Service Get this fixed before christmas event ends I need to get my Christmas set.

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15 Comments

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    Leo

    same issue as me. i cant purchase silvers at all

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    Kos

    Hi Ming & Leo,

     

    Since the problem is caused by Apple, we have been working on this problem from the start. We suggest you to communicate with your local Apple support to remove the block on your iTunes account. Then you may try to recharge again. We hope this may help you. Thank you.

     

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    Richs

    I had the same problem this is how to solve it. 

     

    1. Take a screenshot of the error message saying ur purchase failed.

    2. Email the screenshot with the problem to: iTunesStoreSupport@apple.com

    3. They will write u back that the problem is solved.

    Peace

  • 0
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    Ming

    I don't want to repeat anymore. First time it was resolved by apple. Second time apple doesn't want to resolve and ask me to speak to lakoo supervisor.

    And lakoo told me to find apple for resolution. Both parties pushing and pushing. Take note I already spoke to apple. Stop pushing around damm it.

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    Richs

    Sorry didnt notice. Well, what Kos said: Reply to iTunes is the only way to solve it again.

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    Aidan fehr

    I have had this problem 3 times now. I am still waiting for it to be fixed this time for well over a week now. Apple is not returning my emails. And now lakoo has in poor judgement, gone ahead with an event which rewards players for purchasing silver. Wow! Why couldnt lakoo wait to start the event until after the IAP issues were resolved. As a player that has spent a CRAP TON of real money on this game, I have been waiting patiently for a year for an event like this. Now that it is finally here I cannot purchase in game silver and will probably miss out in the event. Like I said, this us the third time now this has happened in less than a month. I have been waiting for it to be fixed for 10 freaking days. It is unacceptable for lakoo to not delay the event. Thanks for looking out for your paying customers. Once again ripped off. Btw. This conveniently happened for me during the Christmas event as well so I missed out on buying Christmas chests. Huge fail guys.

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    Ming

    my problem dragged more than 1 month. lakoo pushing to apple. apple pushing to lakoo. now lakoo advised me to create new appleID. i did and still the same issue. i cant purchase any silver for the events at all since christmas and current! so is lakoo going to compensate my need for silver?? or lakoo is going to kick apple's ass for a solution now?

    im sicked of tired of this. anybody wanna buy ID tell me.

    bye. totally lousy services and management.

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    RyuFang

    lol im srry lakoo but if this was a one time problem it would be a minor annoyance, but now it REPEATS itself over n over even after we fix it?! im srry but unless u want people to start quiting, u need to fix this fast, christmas IS over after all.

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    rita

    Dear Yeo and RyuFang, we are working to accommodate a wider variety of payments. We will let players know when it is available. Thanks for your opinions and criticism.

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    M May

    I have gotten Apple to fix several times for me. I find it hard to believe this problem is coming from their side. The silver system will break every update or whenever the game is reinstalled. To be honest, I'm starting to lose patience having to MYSELF contact apple every week. The players should not have to spend time getting these issues resolved. This is Lakoos job. Get in touch with apple and work it out.

    Other than this issue I'm enjoying the game and think you guys are doing a good job. Thanks for your time.

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    Alleluia

    I've experienced the same Silver problem and completely understand the frustration it causes.  I thought I would share a few tips that have helped me as well as my perspective on the situation.

    Richs has excellent advice.  The fix must come from the iTunes side because iTunes has to make a manual adjustment to allow orders to go through.  This adjustment lasts a few days and then you have to start make the request to iTunes again.

    To save myself some time and angst, I have saved an e-mail draft basically saying I tried to purchase Silver and it didn’t work.  I include the screen shots and ask that they look into it and fix it so I can buy Silver again from Empires Online.  I usually hear back from iTunes within a day or two.  I have saved this e-mail and I just send this e-mail again ahead of time when I know I need Silver.  Once I hear back from an iTune agent, I know I can purchase Silver for a day or so.

    I’ve talked with many techs at iTunes (one or two didn't know how to fix and said to contact Lakoo, but the majority of them know how and temporarily fix it quickly after getting the e-mail).  While I’m not entirely certain what causes the problem, it seems to me to be coming more from the iTunes side of things.  I say this for several reasons.  First of all, if it was an issue caused completely by Lakoo, then iTunes would not be able to go in and manually make an adjustment to allow Silver purchases to be made.  I know that Empire Online is sending the Silver purchase requests.  They just aren’t usually processed by iTunes for some reason (hence the error message).  Secondly, I have usually been able to purchase Silver for .99 but if I want to buy a higher amount I get an error.  I have to e-mail iTunes and they will put a temporary patch on my iTunes account to allow the purchase to go through.  This seems to last for a day or two before the patch expires.  Lakoo's system appears to be working so it seems like iTunes is not accepting the request without a manual adjustment on their end.  Thirdly, I changed the credit card I had registered with iTunes and it worked fine for a few days.  Then, I had to start sending e-mails again to get Silver working.

    Like all of us, I hope, I hope (I hope;) that a permanent fix is found as soon as possible. Also, I want to thank all my fellow players for their patience and the people at Lakoo for their diligent work with iTunes to address the issue.  I just wanted to share my perspective in the hopes that it would help ease some of the frustration experienced by fellow players and provide a little more information based on my experiences.

    Cheers,

    Alleluia

     

    PS: I love your profile picture Jasmine!

  • 0
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    dj

    Hi all,

    Thank you all for your consistent support.

    We are working hard for a solution to fix the problem without repeated IAP failure by contacting Apple. Meanwhile, we are gradually introducing more ways for our players' access to purchase/gain gold/silver coins more easily, conveniently and successfully. 

    Thanks sincerely again for your patience and understanding. And please allow me to express our special thanks to Alleluia for his efforts and contribution to the improvement of our game!

    Best regards,

    dj

    Lakoo Customer Service

    http://lakoo.com/en

    http://www.facebook.com/lakoogames

    http://www.twitter.com/lakoogames

  • 0
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    Jetsadar

    iTunes Store Account and Billing; Follow-up: 190765643

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    Jetsadar

    I' didn't recipient application from lakoo.

    Order Number :M3NV4FQS7V

    Date. 29/01/12

    Invoice:212028757999

    Payment Card Total:$49.99

    Item:EMPIRE ONLINE,29250 SILVER COINS PACKAGE

    DEVELOPER : LAKOO

    TYPE : IN APP PURCHASE

    TrackID: 293187

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    Kos

    Hello Jetsadar,

     

    Please forward the original receipt to cs@lakoo.com. We will check for you personally. Thank you.

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