MattScott

Hi everyone, STATS for 5/23/2025: Oldest ticket: May 8 Total Tickets in the system: 438 Unassigned Tickets: 70 Assigned Unsolved Tickets: 193 Pending Tickets: 178 (awaiting player response) Thanks, Matt

Hi everyone, On time his week. STATS for 5/16/2025: Oldest ticket: May 3 Total Tickets in the system: 648 (massive jump in tickets) Unassigned Tickets: 38 (nearly all have been assigned) Assigned Unsolved Tickets: 382 Pending Tickets: 171 (awaiting player response) Thanks, Matt

Hi everyone, I'm working on a better way to get the end of Friday CS stats. Here are the stats for last week. STATS for 5/9/2025: Oldest ticket: May 3 Total Tickets in the system: 370 Unassigned Tickets: 31 Assigned Unsolved Tickets: 339 Pending Tickets: 174 (awaiting player response) Thanks, Matt

Hi everyone, I missed the end of Friday CS stats for last week. Here they are. STATS for 5/2/2025: Oldest ticket: April 22 Total Tickets in the system: 353 Unassigned Tickets: 60 Assigned Unsolved Tickets: 293 Pending Tickets: 146 (awaiting player response) Thanks, Matt

Hi everyone, Here are the end of Friday CS stats for this week: STATS for 4/25/2025: Oldest ticket: April 18 Total Tickets in the system: 260 Unassigned Tickets: 26 Assigned Unsolved Tickets: 231 Pending Tickets: 129 (awaiting player response) Thanks, Matt

Hi everyone, Here are the end of Friday CS stats for this week: STATS for 4/18/2025: Oldest ticket: April 5 (this is close to being a firm number now that players have had a couple weeks to move their ticket over from the old system) Total Tickets in the system: 245 Unassigned Tickets: 85 Assigned Unsolved Tickets: 156 Pending Tickets: 94 (awaiting player response) Thanks, Matt

Hi everyone, I'm late posting these, but they are the end of Friday CS stats for this week: STATS for 4/11/2025: Oldest ticket: April 1 Total Tickets in the system: 235 (down by more than 115 tickets!) Unassigned Tickets: 130 (this went up slightly as more people submit new tickets) Assigned Unsolved Tickets: 104 (down from last week) Pending Tickets: 84 (awaiting player response) Thanks, Matt

Hi everyone, It's been a while since I've done something like this, but in light of where we are at in CS, I think the community could benefit from a bit more transparency. Simply put - Customer Support is a mess. We tried switching to Zoho months ago, and instead of making things better, they got worse. It appears some sort of glitch in the setup of our queues caused specific types of tickets to get siphoned out of our main dashboard. It took us a bit to figure out that hundreds of players weren't being addressed properly, and once we did, we found significant bugs in the new system overall. So at the end of March we switched back to Zendesk. It's expensive, but it works. You guys should know that switching customer support systems isn't something we take likely. Each time we do it, the team has to backup all the history and evidence and load it up in a side tool so that we can look it all up without referring back to the original system. If you haven't already seen the message posted at the end of March, here is it again: IMPORTANT: If you haven't already, please reply directly to your/our last response by email. This will trigger our system to pull proper information over from our backup for your ticket. Until further notice, I'm going to start posting weekly stats on where Customer Service is at. DISCLAIMER: This week's stats look a lot better than they really are. Many players still haven't replied to their old Zoho ticket email. I'm guessing as word gets out and players read this thread, the number of tickets will jump up dramatically. Also, the oldest ticket starts the day we reactivated Zendesk. It's not the actual date of the oldest ticket because the original ticket date was lost in the transition. TL;DR: If you want your ticket addressed, now is the perfect time to reply and bump yourself up in the queues. STATS for 4/4/2025: Oldest ticket: March 26 Total Tickets in the system: 352 Unassigned Tickets: 114 Assigned Unsolved Tickets: 165 Pending Tickets: 35 Thanks, Matt

We had a localization issue which displayed the wrong message when an account was banned. The incorrect message told the player to contact customer support. But the last thing we need is everyone contacting customer support and overloading those folks. This is why Mage worded his post the way he did.

We are deploying a fix to servers now for the crash.

We are deploying a fix now.

For the record, I completely own the situation with console. I feel bad about it. I've been talking about console upgrades for years. I was excited to show PS4 running day/night when I posted that video on Twitter. When we got involved with APB, it was a simple plan: - Remove Joker Mystery Boxes and make Legendaries accessible through Joker Tickets - Finish APB 2.1 with upgraded lighting, 64-bit compatibility and better performance - Upgrade the anti-cheat - Finish the Battle Royal mode that would add some spice to the game - Add 2 new contacts, new clothing, new guns, and a new car - Upgrade console once we had PC merged onto the console code base Unfortunately nearly every part of that plan was all flawed. And it took us more than 3 years of wasted dev time to realize that. These are painful lessons as a CEO. It wasn't for a lack of trying. 20 months ago, we threw away most of that plan because it wasn't working. We started over from the APB 1.20 code base. Unfortunately the current situation with console was the casualty of having to start over. Thanks, Matt

I've seen the couple of requests for controller support. I'm adding that to our "todo" list. I know it will help console players who are transitioning, and it will make the eventual port of 1.30 back to console easier. @apdnoo asked a lot of good questions, so I'm going to try and go through them one by one here. You can merge multiple console accounts down to a single PC account. We even raised the f2p cap on the PC account so that you can merge in more than the default 2 character slots. There are account theft / security issues involved in merging PC accounts which is why we dont current allow that. This is an active conversation internally, and it's something I want to do. We just haven't come up with what the reward will be yet. Stay tuned. We tried to pull across as much as is technically feasible. These are still older systems on the backend, so there were a couple limitations. I honestly have no idea if the spending from console counts towards PC loyalty rewards at this point. I'm checking on that. In theory, all the symbols should work. However, we've noticed in the past there were some distortion issues between console and PC. My guess is that the 2.0 console code had slightly different math for projecting the symbols. So there is a decent likelihood that there will be some rework necessary. Honestly, I would love to get your feedback once you log in and check things out so we can get a sense how things came across. This entire process had to happen relatively fast for business reasons between PLAION and Little Orbit. We didn't get to test things as much as I would have liked. Generally, we've been stuck recycling events due to the focus being on Matchmaking and Cross-District play. But I'll make sure to highlight this for the event team so that we make sure older rewards are offered as we go forward. I'll go on record saying that I would love to release a clean, updatable version of APB on console. The 2.0 version from Reloaded was a mess. I've said it before, but it bears repeating, I have no idea how Microsoft and Sony approved it, because any changes we wanted to submit required a full "resubmission". Ignoring all of that, the current district setup for APB is problematic for low populations in general. We've seen that with both Xbox and Playstation 4. The gold, silver, bronze threat system really breaks down if you can't fill even a single district. Having said that, the 1.30 64-bit upgrade was a big step in supporting modern hardware. All of our upcoming matchmaking changes are aimed at fixing some of the backend issues. And cross-district matchmaking will take that a step further. If we were to add controller support at that point, then there wouldn't be too much left to do in order to resubmit back to Microsoft and Sony.

The key requirement is that your PC account has to have logged into the game at least once. Other than that, you can migrate your Xbox progress over to an existing PC account (it doesn't have to be made specifically for the migration).

Please open a ticket with support. They can figure out what happened. You can reach support at: https://support.gamersfirst.com or can email support@gamersfirst.com