Customer Service Basically Said We Are Screwed If Stuck Transferring

[seph1roth5]

I'm curious just how many people have characters stuck in transfer limbo. Doubt all of them came to the forum to post. Is it 20, 50, 200?

I wish the devs would just open up the 32bit servers to themselves, and hop on and manually do it for each character/account. Pretty sure they can do stuff on lam without opening it up to everyone. It would probably be way faster than trying to (or not trying to) deal with each ticket individually. ESPECIALLY since most of their advice is useless and can't even be attempted with the servers down.

 

[Dandonk]

ESPECIALLY since most of their advice is useless and can't even be attempted with the servers down.

Even when they come up, logging in to a packed character is not possible I believe. Or so the transfer guide says, anyway.

 

[oTarUX]

Cordovan just said on the livestream that the part about loging into a packed character was some sort of error from CS and basically we just have to wait till the 32bit worlds come back up and they can work on some sort of fix.

 

[Praun]

Cordovan just said on the livestream that the part about loging into a packed character was some sort of error from CS and basically we just have to wait till the 32bit worlds come back up and they can work on some sort of fix.

I've been saying this ever since toons started getting stuck.

 

[Cordovan]

The resolution path for people unable to transfer due to an issue transferring from their 32-bit to 64-bit world will depend on the nature of the issue. Customer Support is handling as many as they can, and other resolutions are being done by the game team, engineers, or other people whose specialized area of expertise is required to resolve. Some resolution will happen "automatically" once the fix is implemented into a game build, while others will be fixed "automatically" once manual work is done on an individual or perhaps server-wide basis, either on the 32 or 64 bit world, depending on the nature of the issue.

If you have received a message from Customer Support indicating that game team development work is required in order to resolve your issue, the above is what the ticket is talking about. It means you are presumably in one of the piles of outstanding issue that Customer Support cannot directly intervene in to resolve. If your ticket has been placed on some kind of "hold", it is likely because further work will be required before a Customer Support agent can correct the issue and resolve your ticket.

If you received what you believe is an incorrect reply to your customer support ticket, please respond to the ticket if it is open with your concern, or if the ticket is closed, open a new ticket and reference your prior ticket number prior to stating your unaddressed concern.

In the near future we will reopen the 32-bit game worlds as "ghost worlds" where you can log in but not continue questing or engaging in most gameplay. You'll be able to access your storage and such, then pack and transfer. The ETA is not yet ready to announce, but we expect these worlds to open as quickly as we can.

 

[J1NG]

In the near future we will reopen the 32-bit game worlds as "ghost worlds" where you can log in but not continue questing or engaging in most gameplay. You'll be able to access your storage and such, then pack and transfer. The ETA is not yet ready to announce, but we expect these worlds to open as quickly as we can.

I had a question that I don't believe was addressed, but would be a gamestopper for anyone in the right situation I believe;

Will the Reincarnation system be available when the Ghost Worlds are returned?

I ask because some players may have left and only returned but they had started a Reincarnation but never went through with it. This would obviously make it impossible to transfer as any in the midst of a Reincarnation is blocked from transferring. And of course, you can not undo the Reincarnation so you can transfer.

It'll be a small amount of players in such a situation, but it's a valid one and one that some longer afk players returning may run into.

J1NG

 

[Xaerxiessia]

I had a question that I don't believe was addressed, but would be a gamestopper for anyone in the right situation I believe;

Will the Reincarnation system be available when the Ghost Worlds are returned?

I ask because some players may have left and only returned but they had started a Reincarnation but never went through with it. This would obviously make it impossible to transfer as any in the midst of a Reincarnation is blocked from transferring. And of course, you can not undo the Reincarnation so you can transfer.

It'll be a small amount of players in such a situation, but it's a valid one and one that some longer afk players returning may run into.

J1NG

and the ability to unload their shared storage, as suggested by the CS it-self as possible cause of the issue, which is not possible once packed and without enough mules to load the cargo.

 

[Erofen]

They CLOSED MY TICKET after sending the "instructions." They are CLOSING EVERYONE'S TICKETS after saying, "Hey, just keep trying to transfer." That doesn't sound like "we're working on it" to me. Are they going to reopen all the tickets they are closing without solving them just to look at them? No, my friend, those of us who are stuck are being screwed over, and the only reason that I can think of that SSG did not allow our tickets to go through sooner or post on the forum that we were screwed sooner is because that would have stopped many people from transferring when they found out if they got stuck they were screwed.

Even if they reimburse us, how are they going to do it? My guild ship alone was 4000 shards--not to mention being an extremely high level. There is no guild XP gem, and I can't put all the amenities on (I wouldn't have enough shards to buy and replace them all anyway) or even own a ship with a level 1 guild.

The same CS agent you mentioned in your first post did the exact same thing to me with asking if I still needed help, not actually reading the ticket, copy pasting FAQ/instructions, and then closing it. Granted mine was not a transfer issue per se, but a name trolling one, but same exact result. In fact, all the things I've seen like this have been the same agent. Perhaps they need to do some sort of internal audit.

 

[Kalam]

Ok, what part of they probably won't be able to do anything about those stuck toons until the old servers are shut down did you not understand? I've been saying that ever since stuck toons became a thing. There is something related to how those old worlds connect to the new ones, and they won't be able to diagnose it until they close the old servers down.

Customer Service has been completely silent on this issue because ... THEY DON'T KNOW WHAT THE CORE ISSUE IS YET.

They don't know why these toons are stuck.

They wont be able to properly investigate the situation until they shut the old servers down.

I get that it is frustrating, but anyone who's been here longer than 10 years should have known this would not be a smooth transition.

They will get around to fixing those stuck toons, they just can't do anything about it YET.

You saying CS is silent because they do not know what the issue is, is.... Weird. You basing this on just their "Lack of action" at this point, or have you been watching "Elementary" and working on your deduction skills?

You are saying, a company is fine to go 100% Radio-Silence when they don't know an answer yet, at this point it is 2 months into these issues, because "No news is.. Good news..??" or what? Have you ever worked customer service?

I have worked a lot of customer service in my decades, even for insurance companies and none of them ever thought it was OK to just sit on customer contacts/tickets and not answer. This includes when a company I worked IT for got hit with Ransomware. Customers went maybe a few hours without hearing from us. This was not a massive company either, but we had 10x more customers than SSG has.

I have worked in IT for 25'ish years and the only cringey part of this whole nightmare for them is that they do not respond to tickets for several weeks, and then the responses they do send are 100% canned and unhelpful. They do nothing but a weekly announcement in the release notes.

I do not care that Isle of Dread now has telephone poles everywhere and floating leaves and rocks, however.

So, there should be updates, yes, SSG is making bad business moves against their user community. Meanwhile, everybody sitting here arguing about all of this are just working hard to accelerate the tailspin they are currently in over this game.

People should be upset over this, 100%.

People like you also need to stop pretending you are speaking from some place of authority. You're not. You have none of that here. You are guessing your way through the back of a hidden facility by staring at the customer displays through binoculars.

 

[Praun]

You are saying, a company is fine to go 100% Radio-Silence when they don't know an answer yet, at this point it is 2 months into these issues, because "No news is.. Good news..??" or what? Have you ever worked customer service?

I have worked a lot of customer service in my decades, even for insurance companies and none of them ever thought it was OK to just sit on customer contacts/tickets and not answer. This includes when a company I worked IT for got hit with Ransomware. Customers went maybe a few hours without hearing from us. This was not a massive company either, but we had 10x more customers than SSG has.

I have worked in IT for 25'ish years and the only cringey part of this whole nightmare for them is that they do not respond to tickets for several weeks, and then the responses they do send are 100% canned and unhelpful. They do nothing but a weekly announcement in the release notes.

I do not care that Isle of Dread now has telephone poles everywhere and floating leaves and rocks, however.

So, there should be updates, yes, SSG is making bad business moves against their user community. Meanwhile, everybody sitting here arguing about all of this are just working hard to accelerate the tailspin they are currently in over this game.

People should be upset over this, 100%.

People like you also need to stop pretending you are speaking from some place of authority. You're not. You have none of that here. You are guessing your way through the back of a hidden facility by staring at the customer displays through binoculars.

Either you have no clue *** you are talking about or you just love to cry.

Cordo said they wouldn't be able to do anything about stuck toons until after they shut down the old servers. Something I've been saying since day one, and everyone here said I was stupid for making that obvious observation with my binoculars.

Cordovan just said on the livestream that the part about loging into a packed character was some sort of error from CS and basically we just have to wait till the 32bit worlds come back up and they can work on some sort of fix.

Weird that they need to shut the old servers down to fix transfers from the old servers.

Nobody could have predicted that.

 

[Micki]

The resolution path for people unable to transfer due to an issue transferring from their 32-bit to 64-bit world will depend on the nature of the issue. Customer Support is handling as many as they can, and other resolutions are being done by the game team, engineers, or other people whose specialized area of expertise is required to resolve. Some resolution will happen "automatically" once the fix is implemented into a game build, while others will be fixed "automatically" once manual work is done on an individual or perhaps server-wide basis, either on the 32 or 64 bit world, depending on the nature of the issue.

If you have received a message from Customer Support indicating that game team development work is required in order to resolve your issue, the above is what the ticket is talking about. It means you are presumably in one of the piles of outstanding issue that Customer Support cannot directly intervene in to resolve. If your ticket has been placed on some kind of "hold", it is likely because further work will be required before a Customer Support agent can correct the issue and resolve your ticket.

If you received what you believe is an incorrect reply to your customer support ticket, please respond to the ticket if it is open with your concern, or if the ticket is closed, open a new ticket and reference your prior ticket number prior to stating your unaddressed concern.

In the near future we will reopen the 32-bit game worlds as "ghost worlds" where you can log in but not continue questing or engaging in most gameplay. You'll be able to access your storage and such, then pack and transfer. The ETA is not yet ready to announce, but we expect these worlds to open as quickly as we can.

I am being patient, but I am also starting to get upset.
I and several others with transfer issues - we did as asked, created a ticket explaining why we can't transfer - no response for over a month, then we get a response that may very well have been done by a bot, asking if we still need help, then sending us a checklist that is to no use since the reason for the ticket is that we are unable to transfer, and then the ticket was closed.

Here's my whole conversation with CS, I have omitted the CS name (the last message first, then they closed the ticket):

(Standing Stone Games Help) Sep 3, 2025, 10:48 AM PDT Greetings, Thanks for the details. Let’s run through a quick checklist to get this unstuck. Confirm where the character is right now • At the launcher, select [FROM WORLD] and check if [Character Name] is still in the list. • Then select [TO WORLD] and check there as well. • If possible, attach screenshots of both character-select screens. If the character is still on the source world (or has reappeared there) • Go to the Lordsmarch Bank (Marketplace). • Clear common blockers before packing again: – Claim all mail (including the “Expired” tab). – Remove/cancel any Auction House listings or bids. – If your old guild is not moving, leave the guild first; if you can’t, you may need to clear packed guild data later (see step 3). – Make sure housing/escrow deliveries are resolved. • Inside Lordsmarch, type: /transfer pack Wait for the confirmation, then start a new world transfer from [FROM WORLD] to [TO WORLD]. If the character is on the destination world but won’t finish unpacking • Log into that character on [TO WORLD], go to Lordsmarch Bank. • Type: /transfer list If data is pending, type: /transfer unpack Wait for “Unpacking complete.” • If you see a message about a transferred guild not being found or the guild leader not unpacking yet, either have your former guild leader unpack first on the destination world or clear the stale guild data by typing: /transfer delete guild (This is permanent and only needed if the guild isn’t moving.) Please understand as Customer Service I can not manually unpack you and transfer for you if it fails you must continue to go through this process until you are transferred. Thanks for your patience while the migration settles. Sincerely, Customer Support Standing Stone Games

Micki Here Sep 2, 2025, 1:02 PM PDT Hi, Yes, Mickithreefr on Argonessen and Mickithreefv on Thelanis and Wayfinder are not showing in the transfer wizard, even though I packed them in July. Thelanis is not even showing up in the list in the transfer wizard. /Micki ______________________________

(Standing Stone Games Help) Sep 2, 2025, 12:32 PM PDT Greetings, Thank you for your patience, and I apologize for the delayed response due to a high volume of support requests and limited staffing. Are you still experiencing this issue? If so, I’d be happy to assist further Customer Support Standing Stone Games

Micki Here Jul 24, 2025, 1:46 PM PDT Toons from Argonnessen, Thelanis and Wayfinder are not showing up in the transfer wizard. Argonnessen I packed I believe last week Thursday or Friday, Thelanis and Wayfinder I packed yesterday. Argo is showing up as a server in the wizard, the other two are not. My toons are showing up as packed when I log into the servers. The Argo toon is “Mickithreefr”, on Thelanis and Wayfinder "Mickithreefv"

 

[Gizah]

I think CS has a lots of problem unfortunatly.

They put as "solved" 1 of my tickets that wasnt solved and now i pay for 1 year VIP subscription and they take that twice.
Im now covered for 2 years? LOL

 

[Muad Dib]

Have been away for quite a while and was thinking of getting back in to the game only to realize that I have no access to the Khyber server anymore to do the character transfer. I can't recall getting any email about this either. This game has been on life support for quite some time and reading these issues only confirms the reason I left VIP several years ago.

 

[Fallout47]

The resolution path for people unable to transfer due to an issue transferring from their 32-bit to 64-bit world will depend on the nature of the issue. Customer Support is handling as many as they can, and other resolutions are being done by the game team, engineers, or other people whose specialized area of expertise is required to resolve. Some resolution will happen "automatically" once the fix is implemented into a game build, while others will be fixed "automatically" once manual work is done on an individual or perhaps server-wide basis, either on the 32 or 64 bit world, depending on the nature of the issue.

If you have received a message from Customer Support indicating that game team development work is required in order to resolve your issue, the above is what the ticket is talking about. It means you are presumably in one of the piles of outstanding issue that Customer Support cannot directly intervene in to resolve. If your ticket has been placed on some kind of "hold", it is likely because further work will be required before a Customer Support agent can correct the issue and resolve your ticket.

If you received what you believe is an incorrect reply to your customer support ticket, please respond to the ticket if it is open with your concern, or if the ticket is closed, open a new ticket and reference your prior ticket number prior to stating your unaddressed concern.

In the near future we will reopen the 32-bit game worlds as "ghost worlds" where you can log in but not continue questing or engaging in most gameplay. You'll be able to access your storage and such, then pack and transfer. The ETA is not yet ready to announce, but we expect these worlds to open as quickly as we can.

Since "Customer Support is handling as many as they can, and other resolutions are being done by the game team, engineers, or other people whose specialized area of expertise is required to resolve.", I would like to know how many have been "resolved" to date.

I have yet to see one poster come to the forums and say, "I got my toon back from transfer limbo, thank you CS, thank you SSG.

So when exactly are we going to hear from those people?

 

[Kimbere]

The same CS agent you mentioned in your first post did the exact same thing to me with asking if I still needed help, not actually reading the ticket, copy pasting FAQ/instructions, and then closing it. Granted mine was not a transfer issue per se, but a name trolling one, but same exact result. In fact, all the things I've seen like this have been the same agent. Perhaps they need to do some sort of internal audit.

@Cordovan

It sounds like CS is starting to just close tickets with a copy/paste script to clean up their metrics.

Is there anything you can do to help get them to actually read the tickets and respond appropriately before doing this?

 

[Loromir]

Have been away for quite a while and was thinking of getting back in to the game only to realize that I have no access to the Khyber server anymore to do the character transfer. I can't recall getting any email about this either. This game has been on life support for quite some time and reading these issues only confirms the reason I left VIP several years ago.

Khyber will be back soon for you to tranfers your characters from...to another server.

 

[Mindos]

$20 says no one gets unstuck until 2026.

 

[Praun]

$20 says no one gets unstuck until 2026.

I've got $20 that says they have most toons unstuck and the major lag resolved before Halloween. The two are connected. Those stuck toons have data on both servers, causing major issues. Once they fix the stuck-toon problem, the lag will be greatly reduced. That's why shutting down the old servers is a priority.

 

[Aeromach]

I've got $20 that says they have most toons unstuck and the major lag resolved before Halloween. The two are connected. Those stuck toons have data on both servers, causing major issues. Once they fix the stuck-toon problem, the lag will be greatly reduced. That's why shutting down the old servers is a priority.

I'll take that $20 ALL DAY LONG. You keep doubling-down on this nonsense and preaching to us like you know something nobody else does.
I haven't seen such outlandish predictions based on absolutely zero evidence since they invented (man made) global warming.
Al Gore, is that you?

 

[oTarUX]

I've got $20 that says they have most toons unstuck and the major lag resolved before Halloween. The two are connected. Those stuck toons have data on both servers, causing major issues. Once they fix the stuck-toon problem, the lag will be greatly reduced. That's why shutting down the old servers is a priority.

Fridays at Four