not receiving guild tokens if logged in during guild reset

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Sony Xperia 1 ii
OS Version 11
Ally Code: (Find it here: http://bit.ly/AllyCode ) 965316931
What type of issue do you have? Missing Rewards
How often does the bug occur? Often (50% - 99%)
Summarize your bug When logged into the game and guild reset occurs. The timer for guild challenges resets and it rolls to the new one, but I don't ever receive the rewards. This has happened twice in the last week. I've tried restarting the app on multiple devices, nothing works. I've messaged in game support and had little help with my issues after they occur more than once.
Steps: How can we find the bug ourselves? Log-in to the game, view the guild reset timer, if the timer is about to expire, leave the game active on any part of the app, home screen, store, etc. When guild reset happens you will not receive rewards for daily challenges (guild coins)
Connection Type Wifi
Please select your region North America
Country USA

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See attached.

bug

EA_UltraSlide
5 years ago
We have checked your account again going backwards, and we can see that you received the following:

Tuesday: 765 Guild Currency | 3/25/2021 - 12:31:33am UTC

Monday: 202 Guild Currency | 3/24/2021 - 12:27:33am UTC

Sunday: 386 Guild Currency | 3/22/2021 - 11:55:41pm UTC

Saturday: 193 Guild Currency | 3/21/2021 - 11:34:59pm UTC

Friday: 23 Guild Currency | 3/20/2021 - 11:33:59pm UTC

Thursday: 193 Guild Currency | 3/20/2021 - 12:28:02am UTC

Wednesday: No guild currency

Tuesday: 859 Guild Currency | 3/18/2021 - 12:05:53am UTC

Monday: No guild currency

Sunday: 333 Guild Currency | 3/16/2021 - 12:24:53am UTC

Saturday: 234 Guild Currency | 3/15/2021 - 2:10:22am UTC

Friday: 143 Guild Currency | 3/14/2021 - 12:35:55am UTC

Thursday: 195 Guild Currency | 3/13/2021 - 12:18:12am UTC

Wednesday: No guild currency

It seems that over the previous 2 weeks, you received your guild tokens 11 out of 14 days. Please ensure that you are completing the daily guild activities that are set for the particular day.

10 Replies

EA_UltraSlide
EA Staff
5 years ago
Hi @nabokovfan87 and thanks for the report.

We are looking into this one for you.
nabokovfan87
5 years ago
Any updates?
EA_HighCommand
EA QV Team
5 years ago
Hi @nabokovfan87,

Unfortunately, no news as of today but we keep investigating. We update you once we have any news.
nabokovfan87
5 years ago
@EA_HighCommand @EA_UltraSlide I have updates for you! 🙂

This is now the third time in a week (plus a day maybe) that this has happened. See the attached screens. We had CPIT the same time as the guild reset, so I did my attack and then was in-out of the game with attempts and it didn't actually send rewards.

You can see my GC at the top, 68, prior to reset. I should've gotten whatever # which is typically 200-800 depending on the day and tasks we are given. I showed guild reset as well as my inbox to show, nothing was sent. This is 10-15 minutes after reset.

I restarted the app, tried it on two devices, nothing was ever sent to my inbox.
ChristophIV
Hero+
5 years ago
@nabokovfan87 Silly question, but did you do any Light Side battles yesterday?
nabokovfan87
5 years ago
I'm farming gear for luke which involves a ton of characters, so yes, I did. And I always have my 600 tickets in.
nabokovfan87
5 years ago
Just happened again today and I wasn't in the app. Checked and reloaded the game on both devices. It's been a half hour since reset. Nothing.
EA_UltraSlide
EA Staff
5 years ago
We have checked your account again going backwards, and we can see that you received the following:

Tuesday: 765 Guild Currency | 3/25/2021 - 12:31:33am UTC

Monday: 202 Guild Currency | 3/24/2021 - 12:27:33am UTC

Sunday: 386 Guild Currency | 3/22/2021 - 11:55:41pm UTC

Saturday: 193 Guild Currency | 3/21/2021 - 11:34:59pm UTC

Friday: 23 Guild Currency | 3/20/2021 - 11:33:59pm UTC

Thursday: 193 Guild Currency | 3/20/2021 - 12:28:02am UTC

Wednesday: No guild currency

Tuesday: 859 Guild Currency | 3/18/2021 - 12:05:53am UTC

Monday: No guild currency

Sunday: 333 Guild Currency | 3/16/2021 - 12:24:53am UTC

Saturday: 234 Guild Currency | 3/15/2021 - 2:10:22am UTC

Friday: 143 Guild Currency | 3/14/2021 - 12:35:55am UTC

Thursday: 195 Guild Currency | 3/13/2021 - 12:18:12am UTC

Wednesday: No guild currency

It seems that over the previous 2 weeks, you received your guild tokens 11 out of 14 days. Please ensure that you are completing the daily guild activities that are set for the particular day.
ChristophIV
Hero+
5 years ago
@nabokovfan87 To add to what EA_UltraSlide said, you are missing currency on Wednesdays, when the activity is Hard Mode battles. If you don't attempt any hard node battles on that day you won't receive any guild currency.
nabokovfan87
5 years ago
I greatly appreciate your help to resolve this issue and the deep dive into figuring out what happened.

To close this issue off, I would encourage some sort of a mechanism where if I am receiving 0 tokens, just send me a message that lists my rank in rewards. As far as a player experience, that seems to be a major gripe where it is causing me to think I'm missing out on something I would normally be earning.

My daily tickets was always at 600, and while I don't fully understand the formula behind what amount of tokens I should be receiving, my understanding was that if I am completing my 600 I should at least be getting something. From the posts on reddit on the topic, it basically summarized the formula as the average is awarded in place of a tie.

Again, if I'm supposed to receive nothing, awesome, it's been resolved, but I would like to see something in the inbox that lets me know I received what I was supposed to. It was weird to me that my being logged-in caused me to not receive the message majority of the time. It happened one time without my account being logged in during the period, and I haven't had any issues since that occurred.