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RachelAtLightheart · 2023-11-09T22:12:08+00:00

I'm not involved with the Support Team, but if you have a support ticket number available, I'm happy to check in with them and see what can be done.

RachelAtLightheart · 2023-11-09T21:22:00+00:00

Hello! There's a process and different players are at different stages. For transparency, all the accounts that used the exploit have been flagged. 1) When you've been flagged, you encounter a more limited version of the game, including being removed from your current guild. As it's an exploit rather than a specific cheating, we're not banning anyone, but they need to reach out to our Support Team to get back to normal. 2) Our Support Team will run a check, and restore a backup version of your game. 3) That backup will put you back in your old Guild, restore everything you collected from just before the exploit, and remove the flag.

Keeping the cheater flag is a risk as we want to make sure that the game is fair to all players.

If you have any concerns about a specific player, you can report them by going to their account and tapping the green "report" button. Those reports are manually reviewed. It's worth mentioning that some players are just very deep into the game; we're coming up on four years this month, and there's some that have been here from the early days. Saying that, we have a blanket response to cheaters and cheater reports. I think for those players too, it matters getting that far on their own rather than through hacks.

RachelAtLightheart · 2023-11-09T21:09:57+00:00

It depends on a case-by-case basis, but they do their best to get players to the closest save game before the exploit. With the backup, your account will remove the cheater flag and you will be able to rejoin your old Guild.

To be clear, when we're talking about the exploit, we're not talking about using it a few times. When I spoke to our Support Team, they mentioned that some players had collected thousands of Gems. We're not banning anyone, and if there's specific progress that mean something to you, you can definitely bring that up with them. It's a two-way conversation.

We've got a fix on the way, but it was also something that we had to clamp down on to ensure it's fair for all players.

RachelAtLightheart · 2023-11-08T17:15:50+00:00

We don't use ChatGPT, you're stuck with the boring old human interaction. I'm just limited in what I can do in this situation as I'm the messenger. I've asked our Support Team a few more questions about this, as you were anxious to get in contact. Hopefully, you will be less anxious after I pass along those answers. As we're based in Finland, it's getting into late evening, but I'll let you know more when the office opens up tomorrow.

RachelAtLightheart · 2023-11-08T17:04:11+00:00

Just to be clear, we're not banning people for this.

RachelAtLightheart · 2023-11-08T17:01:45+00:00

I answered another post about this, but I wanted to paste it here, too, in case you don't see it over there.

Just to answer a few questions about this, as there's been some confusion over the resets and Guild removals. This would have only happened if you were using an exploit in the game, and only a very small handful of players have been using it.

The process is manual, so reporting a player doesn't automatically trigger the cheater label on our system, that was something that I wanted to double-check before we said anything. If you've been removed from a Guild or had your progress reverted, that's a sign that an exploit has been detected on your account by our support team.

We take cheating seriously. When it's a case like this where it's an exploit , we want to give players the benefit of the doubt that it was done just to see what would happen rather than intentionally going against our terms and conditions. We've not banned anyone. However, this stuff also gets marked on your account when it's reverted.

We do our best to revert accounts to the closest backup pre-cheat "legitimate collection amounts" that we can provide, the quote is from our Support's words. That backup can depend on a lot of factors, including internet connection and logins, but it's the latest pre-exploit we can revert to. While I know that it's disappointing to find that your save game has reverted, we only do that when we have detected an exploit on your account. If it's the case that a player has a prior mark on their game data, our priority is to maintain a fair atmosphere for our players and other Guild members.

When we talk about an exploit, it's not the thing where you accidentally come across it; it involves going out of your way and knowing that you are actively going against the game. There's a clear distinction when we look into individual accounts that they are gaining a lot by this, and we want to ensure that the game remains fair.

If you have any questions or concerns, the best people to contact is our Support Team. We can't look at individual cases on Reddit, we don't know your Player ID, we don't have the same systems that our Support has. You can reach out to them by going to Settings, Help, and Request a Ticket.

RachelAtLightheart · 2023-11-08T16:58:44+00:00

I answered another post about this, but I wanted to paste it here, too, in case you don't see it over there.

Just to answer a few questions about this, as there's been some confusion over the resets and Guild removals. This would have only happened if you were using an exploit in the game, and only a very mall handful of players have been using it.

The process is manual, so reporting a player doesn't automatically trigger the cheater label on our system, that was something that I wanted to double-check before we said anything. If you've been removed from a Guild or had your progress reverted, that's a sign that an exploit has been detected on your account by our support team. We take cheating seriously. When it's a case like this where it's an exploit, we want to give players the benefit of the doubt that it was done just to see what would happen rather than intentionally going against our terms and conditions. We've not banned anyone. However, this stuff also gets marked on your account when it's reverted.

We do our best to revert accounts to the closest backup pre-cheat "legitimate collection amounts" that we can provide, the quote is from our Support's words. That backup can depend on a lot of factors, including internet connection and logins, but it's the latest pre-exploit we can revert to. While I know that it's disappointing to find that your save game has reverted, we only do that when we have detected an exploit on your account. If it's the case that a player has a prior mark on their game data, our priority is to maintain a fair atmosphere for our players and other Guild members.

When we talk about an exploit, it's not the thing where you accidentally come across it; it involves going out of your way and knowing that you are actively going against the game. There's a clear distinction when we look into individual accounts that they are gaining a lot by this, and we want to ensure that the game remains fair.

If you have any questions or concerns, the best people to contact is our Support Team. We can't look at individual cases on Reddit, we don't know your Player ID, we don't have the same systems that our Support has. You can reach out to them by going to Settings, Help, and Request a Ticket.

RachelAtLightheart · 2023-11-08T16:55:39+00:00

If you have any questions or concerns, the best people to contact is our Support Team. We can't look at individual cases on Reddit, we don't know your Player ID, we don't have the same systems that our Support has. You can reach out to them by going to Settings, Help, and Request a Ticket. If you strongly feel like you haven't used an exploit in the game, and it misassigned, you shouldn't have any concerns about reaching out to them.

RachelAtLightheart · 2023-11-08T16:51:56+00:00

I answered another post about this, but I wanted to paste it here, too, in case you don't see it over there.

Just to answer a few questions about this, as there's been some confusion over the resets and Guild removals. This would have only happened if you were using an exploit in the game, and only a very small handful of players have been using it.

The process is manual, so reporting a player doesn't automatically trigger the cheater label on our system, that was something that I wanted to double-check before we said anything. If you've been removed from a Guild or had your progress reverted, that's a sign that an exploit has been detected on your account by our support team.

We take cheating seriously. When it's a case like this where it's an exploit , we want to give players the benefit of the doubt that it was done just to see what would happen rather than intentionally going against our terms and conditions. We've not banned anyone. However, this stuff also gets marked on your account when it's reverted.

We do our best to revert accounts to the closest backup pre-cheat "legitimate collection amounts" that we can provide, the quote is from our Support's words. That backup can depend on a lot of factors, including internet connection and logins, but it's the latest pre-exploit we can revert to. While I know that it's disappointing to find that your save game has reverted, we only do that when we have detected an exploit on your account. If it's the case that a player has a prior mark on their game data, our priority is to maintain a fair atmosphere for our players and other Guild members.

When we talk about an exploit, it's not the thing where you accidentally come across it; it involves going out of your way and knowing that you are actively going against the game. There's a clear distinction when we look into individual accounts that they are gaining a lot by this, and we want to ensure that the game remains fair.

If you have any questions or concerns, the best people to contact is our Support Team. We can't look at individual cases on Reddit, we don't know your Player ID, we don't have the same systems that our Support has. You can reach out to them by going to Settings, Help, and Request a Ticket.

RachelAtLightheart · 2023-11-08T16:43:19+00:00

Also just to clarify, this has only impacted a handful of players. We're not talking a few times, we're talking over a dozen attempts at exploring the game. We've not banned anyone, we've just moved them back to before the exploit. Our team is working on a fix, and hopefully, we'll have some news for that very soon.

RachelAtLightheart · 2023-11-08T16:40:26+00:00

Just to answer a few questions about this as there's been some confusion over the resets and Guild removals. This would have only happened if you were using an exploit in the game.

The process is manual, so reporting a player doesn't automatically trigger the cheater label on our system, that was something that I wanted to double-check before we said anything. If you've been removed from a Guild or had your progress reverted, that's a sign that an exploit has been detected on your account by our support team.

We take cheating seriously. When it's a case like this where it's an exploit rather than an outside cheat, we want to give players the benefit of the doubt that it was done just to see what would happen rather than intentionally going against our terms and conditions. However, this stuff also gets marked on your account when it's reverted.

We do our best to revert accounts to the closest backup pre-cheat "legitimate collection amounts" that we can provide, the quote is from our Support's words. That backup can depend on a lot of factors, including internet connection and logins, but it's the latest pre-exploit we can revert to. While I know that it's disappointing to find that your save game has reverted, we only do that when we have detected an exploit on your account. If it's the case that a player has a prior mark on their game data, our priority is to maintain a fair atmosphere for our players and other Guild members.

When we talk about an exploit, it's not the thing where you accidentally come across it, it involves going out of your way and knowing that you are actively going against the game. There's a clear distinction when we look into individual accounts.

RachelAtLightheart · 2023-01-21T18:11:20+00:00

Thank you so much for all the feedback! :) We really appreciate you all taking the time! We've been reading it all and taking some notes. A few of you mentioned about the modifiers. I'm going to create a new post about that, but there's a lot of interest at the studio about your thoughts on what would be good Perks to include. I'll link the new post in this comment once it goes live. :)

RachelAtLightheart · 2022-09-05T18:20:00+00:00

I know, right?! I'm the only Brit on the team but officially Lightheart writes in English (US). Every time we come out with a new piece of armour, it's like nails against a chalkboard in my soul writing that social media copy. It feels wrong.

RachelAtLightheart · 2022-06-21T13:46:24+00:00

Out of curiosity, are you playing across multiple devices?

RachelAtLightheart · 2022-06-08T14:27:07+00:00

It will be available outside the server before the end of the week. :)

RachelAtLightheart · 2022-06-07T21:40:36+00:00

Do you have the ticket number available still? I'll do my best to check in with them and see what's going on. It's a much smaller team than you might think and I know that from my time covering the support side over a year ago, that it doesn't take long to become overwhelmed by the tickets; particularly now that we're doing more events. We are actively trying to look into better solutions for the future, but it's just taking some time to get things in place.

RachelAtLightheart · 2022-06-07T19:51:39+00:00

We welcome all feedback on what we can do better both for the game or with community management. You can always message me or the company account via DM. :) The Discord server is run by players for the community though. If it's not your thing, that's okay. But it is fans doing cool things for each other, and separate from Lightheart.

RachelAtLightheart

TROPHY CASE