The server closed when i was in a battle against a Kangaskhan

[Uzumakitheuzin]

I was in the Safari Zone, I was looking for pokemon and i found a Kangaskhan, in the middle of the battle the game server closed and i lost my possible Kangaskhan

[Shinohara]

I was in the Safari Zone, I was looking for pokemon and i found a Kangaskhan, in the middle of the battle the game server closed and i lost my possible Kangaskhan

 

Hi @UzumakiTheuzin

 

I'm sorry for the inconvenience experienced.

I would like to inform you that, unfortunately, we cannot refund your Kangaskhan because it would be unfair to the other players who have accepted their losses due to crashing, regardless of our end or theirs. It is good to note that pokemon lost due to crash issues also cannot be found in the database and therefore we cannot recover them anyway. Please also take the time to read the following for future reference:

Lost by crash issues (Including disconnections and rollbacks)

 

Some times when the game crashes/stuck, you might lose your a bit of your progress. Keep in mind that game is in BETA and crashes can happen any time. You will not be given anything you lost in a rollback/crash/stuck as it's responsibility. Please take the time to read the following thread Hit by a rollback. We are so sorry for your case, however, it will not have any action go further for your case.

 

Please, do note that the server is in BETA and we're always trying to improve our server stability, but it isn't perfect and can sometimes still result to a crash.

Also, we are aware of the issues related to the status of our server, and i can assure you that our Developer is working on a fix and that fixing them is our main priority in this moment, as we understand that frequently disconnections may be frustrating.

 

Also, for what regard scheduled maintenances, you may check our OFFICIAL PRO DISCORD for updates when the server will be going down in order to minimize your losses.

As for unannounced crashes, please do note that the server is in BETA and we're always trying to improve our server stability, but it isn't perfect and can sometimes still result to a crash.

Nevertheless, in case of long downtimes or numerous issues/crashes on our end, we may issue compensations as a way to apologize.

 

I know it can be frustrating to lose part of your progress, but i hope you can understand why we cannot fulfill your request.

Please stay tuned on our OFFICIAL PRO DISCORD for further announcements about the status of the server and let me know if you have any further questions.

Have a wonderful day!