Accounts From before 2019

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Accounts From before 2019

Postby Achilles » Fri Jan 03, 2020 3:40 am

Any account created from before 2019 that had not updated their password has now been flagged to have a forced password reset. If you have lost access to your email please contact us at support@blankmediagames.zendesk.com and we will do our best to help you.
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Re: Accounts From before 2019

Postby Naru2008 » Fri Jan 03, 2020 11:22 pm

Moderator Message: Please read below for instructions on how to find your email address associated to your account if you do not know how to do so, or are unsure of what email it may be, as well as additonal information to provide the Developers when emailing them per Achilles' post above.



To find out what email is associated with your account, please go to the link below;
ucp.php?i=profile&mode=reg_details

If you didn't know ahead of time what email it was, and you have access to this email, attempt the password reset as instructed by the game when logging in. For short-cuts, you may use the link below;
https://www.blankmediagames.com/help/re ... dreset.php

If the website says the email or username is not associated with any account, or you do not have access to your email that is associated on your account from the Account Details page link above, please email the Developers via the email Achilles provided above;
support@blankmediagames.zendesk.com

In the email, be sure to provide;
  • Your username.
  • The email provided in the Account Details page.
  • (Optional) The correct email that should be on the account.
  • Any previous emails you might have had associated with the account.
  • (Optional) Proof of Purchase/Ownership (Transaction IDs, Receipts, etc.)
  • Explain your situation (i.e: Lost access to my previous email, Email is spelled incorrectly, Can't reset password, tc.

Be absolutely sure you respond to the automated email you will get when you send your email (It should start off with 'Hey Townie!), this way the Developers know you need help still. Also make sure you check your spam/junk folder, and whitelist the domain blankmediagames.com from your email provider. (Instructions may vary. Please refer to your email provider.) This way you can make sure you get the response unfiltered.
As of 1/14/2020 the automatic email response has been disabled. You will not receive an automatic email if you emailed on or after 1/14/2020.

If you are requesting your email to be changed, the old email must be the sender of the email, otherwise proof of account ownership must be supplied (like a transaction ID of a purchase).

If you're attempting to login to this forum and you cannot due to being "inactive" please use the link below to resend the activation link, then follow the instructions in the email;
ucp.php?mode=resend_act


Thanks.
I am a Moderator for the forum, and an Administrator for the game and Trial System, however I cannot reset your password, change your email, etc.
Please email the Developers via support@blankmediagames.zendesk.com to open a ticket and have them assist you.


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Re: Accounts From before 2019

Postby shapesifter13 » Mon Jan 13, 2020 1:54 pm

Hey Townies,

We are still working through the backlog of emails related to password resets. It seems many users either used fake emails, emails they no longer have access to, or misspelled their email on account creation. There are also a small number of users who's accounts did not get properly entered into our system, and are missing an email. After talking about the backlog with the rest of the team, and discussing some options to make things easier for all of you we came up with an idea.

When Facebook and Steam users log in using the one click login their respective IDs are sent down, and this can't really be faked. We decided to change up the lock out system some for these kinds of users, so that If they use this method they can still login. If you try to login through the normal path by entering your information in though you will still be locked out until you change your password.

We will continue to work through the emails as fast as we can, and I now have some back up to help me work through it. Be aware that we are a small company of only 5 people, and normally it is just my job to handle Facebook, Twitter, and emails, but our COO is giving me some help since even with working 12-16 hour days It's all I can do to keep the number of unread emails from going up. With his help we are starting to make a real dent now though, and we hope to be caught up before the end of the week.
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Re: Accounts From before 2019

Postby Naru2008 » Tue Jan 21, 2020 4:34 am

Small update;

The automatic response emails were temporarily disabled as of 1/14/2020. Please just email the Developers normally (once), and you will be responded to when they get to your email in their queue.

Thanks.
I am a Moderator for the forum, and an Administrator for the game and Trial System, however I cannot reset your password, change your email, etc.
Please email the Developers via support@blankmediagames.zendesk.com to open a ticket and have them assist you.


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Re: Accounts From before 2019

Postby TurdPile » Sun Feb 16, 2020 9:26 pm

Updated email to point to support@blankmediagames.zendesk.com - the new official support chain.

Please refrain from using info@blankmediagames.com for future support requests.
Do not PM me about your open appeal. It will be ignored.

DISCLAIMER: I am a Moderator of the forums and the game.
I manage the clutter so the developers can do their work.
My voice and my opinions are of my own and shouldn't be taken as the
word of the developers (although I may be slightly more informed of
certain matters). Therefore, rude remarks I may occasionally make
should not impact the reputation of the developers.
Cheers.
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Re: Accounts From before 2019

Postby Naru2008 » Tue Feb 25, 2020 12:43 pm

When emailing the Developers using Zendesk, you will receive an automatic email stating the following;
Hey Townie!

Your request (XXXX) has been received and is being reviewed by our support staff.

Below are several of the most common questions we get asked. If your question is answered by one of these, please let us know that you are good to go by replying to this email!

I have forgotten my password?
You can request a password reset through this web page form: https://www.blankmediagames.com/help/re ... dreset.php

I would like my account deleted.
If you just fill out the information on this webpage you should get an email that will let you delete your game account, forum account, and PTR account with us, along with any and all other information about your existence on our platform in accordance with the GDPR: https://www.blankmediagames.com/help/re ... letion.php

Why was I suspended/banned?
You can send a PM with the text "all" to the trial bot to see all your reports.
memberlist.php?mode=viewprofile&u=4156314
To appeal a ban you will need to post here: viewforum.php?f=40

My account was frozen on Steam due to a refund.
When you purchased the game on Steam you received 2,000 Town Points, double Merit Points earned, and the Steambot skin. Due to refund abuse we have started to crack down of people that refunded the game after claiming these rewards. You will need to repurchase the game on Steam from the Steam account you originally used to purchase the game. If you have the game in your Steam library currently try logging in, if you get the error and it is in your library, then close the app, and try again and it should work.

To add additional comments, reply to this email.


Unless you have additional comments or the common solutions helped solve your reasoning for sending in a ticket, please do not respond to the email. It will just bump up your ticket response time. Thanks.
I am a Moderator for the forum, and an Administrator for the game and Trial System, however I cannot reset your password, change your email, etc.
Please email the Developers via support@blankmediagames.zendesk.com to open a ticket and have them assist you.


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Naru2008
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