Horseshoe prize count is not tabulating correctly

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January 2nd, 2016
LetTheMusicPlay

Horseshoe prize count is not tabulating correctly

Right now, my NH has earned enough points to have reached 7 horseshoe points. But for me and some of my neighbors, the game is treating our derby as if we only have 5 horseshoes up to this point.

Math is hard, derby custodians, but 29073 > 25000 is pretty sraightforward. :smirk:

http://s23.postimg.org/i4qzdhqor/image.jpg

I've written in-game Support and attached all relevant screencaps, etc. And I've closed/restarted my game and device multiple times. (That's the first bit of troubleshooting Support always recommends to me)

But I thought I'd post here to see if anyone else is experiencing this issue. If your derby behaved this way in the past, did the problem resolve itself when the derby was over?
January 3rd, 2016
DairyAir

We are experiencing the same issue. We've got enough points for 7 horseshoes, but ours only shows 6 completed.

Unfortunately, I can't answer your other questions, as this is a new issue for me too.
January 3rd, 2016
Yella

Same for my nh.5/7 rewards.whats going on?
January 4th, 2016
malamutka

Same in our nh, 4/9😱
January 4th, 2016
Chaniaomz

Facing same problem

Horseshoes prizes are missing!
January 4th, 2016
Jeri

Same issue

5/9 horseshoes claimable.
January 4th, 2016
BodilV

Same problem for all in my NH 4/8 :(
January 4th, 2016
malamutka

decisions...collect or not to collect...

Has anyone collect the prizes, although you are missing some? Or did you maybe decide to wait?
January 4th, 2016
LetTheMusicPlay

I read on the Clash side on the forums that most of SC headquarters are on vacation. Um... I hope they have a nice, relaxing time and all that, but does anyone know when they're coming back?

I'm concerned this problem may not be fixed until they return.

p.s. I haven't collected my prizes yet. But I'm not sure that'll make a difference. Support hasn't replied to in-game report yet.
January 4th, 2016
malamutka

I dont see option for reporting problems inside game. Let the music play - did you report your problem via email? I gues our neiberhood will wait until tomorrow morning.
January 4th, 2016
Jouke

Same problem

Only 4/7 for all members
January 4th, 2016
LetTheMusicPlay

Quote:

Originally Posted by malamutka

I dont see option for reporting problems inside game. Let the music play - did you report your problem via email? I gues our neiberhood will wait until tomorrow morning.

Yes! report in-game.

Tap the cog in the upper left hand corner of the screen.

Tap "Help and Support"

Tap "Contact Us" <== it's in blue font in the upper right corner of the small window that pops up

At that point, you should be able to send Support a message.

I suggest sending them a screencap of your horseshoe prize screen. If you don't send Support a screecap of whatever problem you're reporting, they will often ask you to send one before dealing with your case. Good luck to you and all of us! :)
January 4th, 2016
JenTil

in-game support takes me to FAQ web page

Hi LTMP (and all),

I can't seem to contact support at all to report the same problem/send screenshot of only the 14450 derby horseshoe prizes being available despite having at the time of my screenshot our team having collected 47000+ points. When I go to the in-game support, all it does is take me to the web page with FAQs for the game. No way to report the problem and/or attach a screen shot. Guess I'll see what they do to fix it (or not) and just look toward the upcoming derby to get the next batch of horseshoe prizes.
January 4th, 2016
Cowslips

Quote:

Originally Posted by JenTil

Hi LTMP (and all),

I can't seem to contact support at all to report the same problem/send screenshot of only the 14450 derby horseshoe prizes being available despite having at the time of my screenshot our team having collected 47000+ points. When I go to the in-game support, all it does is take me to the web page with FAQs for the game. No way to report the problem and/or attach a screen shot. Guess I'll see what they do to fix it (or not) and just look toward the upcoming derby to get the next batch of horseshoe prizes.

When you get to the FAQ page, tap on the magnifying glass at the top. Scroll down the list (which is longer than before). At the bottom is a "contact us" button.

Hope this helps - it works for me (android)
January 4th, 2016
malamutka

Letthemusicplay thank you for your help. I send it, good luck to all.
January 4th, 2016
LetTheMusicPlay

Glad it worked, malamutka. :)

Cowslips, thanks for the tip for JenTil. If I ever run into that roadblock when trying to reach Support, I'll remember it. :thumbsup:
January 4th, 2016
DairyAir

Quote:

Originally Posted by LetTheMusicPlay

I read on the Clash side on the forums that most of SC headquarters are on vacation. Um... I hope they have a nice, relaxing time and all that, but does anyone know when they're coming back?

I'm concerned this problem may not be fixed until they return.

p.s. I haven't collected my prizes yet. But I'm not sure that'll make a difference. Support hasn't replied to in-game report yet.

I have no direct knowledge of anything at SC, but see that
last Friday (the first) and this coming Wednesday (the sixth) are both National Holidays in Finland.
If a large portion of the SC staff took vacation around those days,
I'd expect a few to return on Thursday, but most may be out until NEXT Monday.
January 4th, 2016
LetTheMusicPlay

Quote:

Originally Posted by DairyAir

I have no direct knowledge of anything at SC, but see that
last Friday (the first) and this coming Wednesday (the sixth) are both National Holidays in Finland.
If a large portion of the SC staff took vacation around those days,
I'd expect a few to return on Thursday, but most may be out until NEXT Monday.

Wow. That's right. Jan. 6 is Epiphany. I guess I'll set my time-expectations for a fix accordingly.

Thank you very much, DairyAir, for the info. :)
January 5th, 2016
malamutka

So in order to compete in current derby, i had to collect 4/9 rewards. In other thread about processing derby resoults they got a reply from support, so i guess they are not all away.
January 5th, 2016
LetTheMusicPlay

I got a response from Support today. Re: finding a fix. They told me "it may take a while."
January 5th, 2016
Dailyplayersonly

Quote:

Originally Posted by DairyAir

I have no direct knowledge of anything at SC, but see that
last Friday (the first) and this coming Wednesday (the sixth) are both National Holidays in Finland.
If a large portion of the SC staff took vacation around those days,
I'd expect a few to return on Thursday, but most may be out until NEXT Monday.

I can appreciate its a national holiday time for them but hay day is one of the top money making apps in the world and the world doesn't celebrate an individual country's national holidays.
January 5th, 2016
Winky

Quote:

Originally Posted by LetTheMusicPlay

I got a response from Support today. Re: finding a fix. They told me "it may take a while."

LTMP, we are getting basically the same response for the processing issues. Any new developments? Did it affect your league standings?
January 5th, 2016
LetTheMusicPlay

Quote:

Originally Posted by Winky

LTMP, we are getting basically the same response for the processing issues. Any new developments? Did it affect your league standings?

Wait. Let me check lol. I'm not even sure.... :eek:

Ok, we're still in the same league. We didn't drop. And I can play this week's derby.

But wow! the processing problem is even worse. You guys got no prizes, the previous derby won't close down, so you can't play this week's yet? :(

I haven't heard anything else from Support. But the vibe I got from the message with "this might take a while" is this may take a while. :weak laugh:

I kind of expect that. When the derby first started, many of my neighbors and I didn't get any prizes for two of the earliest derbies, even though we came in first both times. So that took a couple of weeks to resolve.

And the first few months, losing a derby task (not trashing it, but having it be treated by the game as if I did) happened almost every week. And now, that glitch happens still but rarely. So, I guess I count that task glitch as mostly resolved, but even that took a while.

I dunno. This glitchy derby. :unsure: It has me well-trained to not expect quick solutions.
January 7th, 2016
malamutka

I am still waiting for sc to reply... 😴
January 23rd, 2016
malamutka

To everyone with some bug problem, i would like to say...dont bother to report, the compesation is simbolic.
January 23rd, 2016
LetTheMusicPlay

"God" Vouchers!!!

Quote:

Originally Posted by malamutka

To everyone with some bug problem, i would like to say...dont bother to report, the compesation is simbolic.

Did you get what I got? Two vouchers? :rolleyes:

http://s7.postimg.org/s6qsh4pfv/image.jpg

Please note how they tried to talk up these basic game vouchers by calling them "God" vouchers. XD

Still underwhelming. :straightface:
January 23rd, 2016
SmallChange

Oops. Someone just landed themselves in a pile of Manure ;);)

2 Gold vouchers for how many missed Derby prizes?
January 23rd, 2016
malamutka

Letthemusicplay ...yes, i received two gold vouchers as a compesation for five missing horseshoes. They send notice that compesation will be send in seven days, if not, send message again and so i did.that is why i think it is not worth it.
January 23rd, 2016
LetTheMusicPlay

Quote:

Originally Posted by SmallChange

Oops. Someone just landed themselves in a pile of Manure ;);)

2 Gold vouchers for how many missed Derby prizes?

XD:D

I think 4 or 5 missed prizes. I can't remember. I wanted them to return the diamonds I'd spent on that glitched-up derby.

Quote:

Originally Posted by malamutka

Letthemusicplay ...yes, i received two gold vouchers as a compesation for five missing horseshoes. They send notice that compesation will be send in seven days, if not, send message again and so i did.that is why i think it is not worth it.

I got the same message, malamutka. It ended up annoying me so much. It's ridiculous that they didn't just send the two vouchers right away with their initial message about compensation. Instead, they kept the matter open, just lingering there unsettled for several days. Then, they put the responsbility on us to go beg again for this compensation... making us waste even more time. Drawing it out like this built up my sense of frustration/anticipation, and made the vouchers seem even more disappointing in the end. It's an inane procedure, and after so many dissatisfying interactions with Support, I'm truly fed up.
January 23rd, 2016
SmallChange

Quote:

Originally Posted by LetTheMusicPlay

XD:D

I think 4 or 5 missed prizes. I can't remember. I wanted them to return the diamonds I'd spent on that glitched-up derby.

I got the same message, malamutka. It ended up annoying me so much. It's ridiculous that they didn't just send the two vouchers right away with their initial message about compensation. Instead, they kept the matter open, just lingering there unsettled for several days. Then, they put the responsbility on us to go beg again for this compensation... making us waste even more time. Drawing it out like this built up my sense of frustration/anticipation, and made the vouchers seem even more disappointing in the end. It's an inane procedure, and after so many dissatisfying interactions with Support, I'm truly fed up.

2 'God' (gold) vouchers for 4 or 5 missed prizes. That's not even fixing it, let alone compensation. Honestly, the 'support' system is utterly ridiculous.

Though I do have to say, I got a reply to my complaint today, which was clearly from an actual person, with actual thoughts, no automated rubbish. That was lovely. It hasn't actually solved my problem yet, but there's hope.
January 24th, 2016
LetTheMusicPlay

Quote:

Originally Posted by SmallChange

Though I do have to say, I got a reply to my complaint today, which was clearly from an actual person, with actual thoughts, no automated rubbish. That was lovely. It hasn't actually solved my problem yet, but there's hope.

That's good news. :) I hope they fix it too. There are still 45 hrs left in the town visitors' event. You can make this one right, SC!
January 24th, 2016
malamutka

Letthemusicplay, i totally agree with you.

Althoug the compesation is not worth it, all the comunucation with the support was personal and kind.

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