Guide how to migrate TSO account

[SnowBlizz]

I wrote this up to explain the steps I had to go through to migrate my TSO account from Steam (because game will be removed when Flash dies) to the normal web account we have to use now. This is called a "Legacy" account by TSO now, eventually we need to migrate to a Uconnect account too but am leaving that for a bit later.

Read through it first before starting so you know what to expect.

NOTE:

The new TSO client only works on 64bit Windows. And preferably Windows 10. It does work on older Windows versions but you may need additional troubleshooting/fixing steps.

Linux and Mac users need to workaround this, there are some suggestions for running Windows emulation for these platforms on forums.

ATM there is no 32-bit or Mac client, they promised this for January.

Step 0
Send a request to TSO support to unlink your TSO profile from Steam. Start Settlers game (from Steam), when it is loaded up in the in-game browser click the menu item ”Help and Support”. Then chose last item from middle column ”Contact form”.

NOTE: There are several language versions of TSO accessible from TSO Steam (I think). You might have to contact a different regional support. I wrote this on the assumption you play on the European-English instances, Northisle, Sandycove or Newfoundland accessible on thesettlersonline.com, note that there is also US version on thesettlersonline.net if you play on Zeus or Ares.

Step 1

Put a subject in e.g.
”Steam log-in issue”

Step 2

Choose ”Account problem” for Category (it probably does not matter too which you pick but we'll try to stay topical)

Step 3

Then write a message to support. E.g.
”I want to unlink my TSO account from Steam”

Click send.

Step 4.
Wait.
You should after some time get an email to the email address your Steam account uses. This will be an autoreply from ticket system at TSO support.

Hello PlayerName,
We have received your query and will get back to you as soon as possible.

Please do not make any changes to the subject line when replying to us, as this can result in your ticket being lost in the system.

In cases where you are replying about a known issue, please reply to the email we send to you and do not simply send another request via the website. By replying to our answer you will avoid your ticket being put in the wrong category and will receive a faster response.

Your Request:

-----------------------------------------------
So how do we log in via Steam now then?


-----------------------------------------------

Kind Regards

“The Settlers Online” Support Team

Ok we now have a Ticket number. This is good at least they got our request.

Step 5
Wait.
We wait for support to go through their thousand sof angry emails to get back to us. You should some time later (days even), took over a whole weekend for me get an emial looking like the following:

Hello PlayerName,

Thank you for taking the time to get in touch.

We can unlink your Steam account for you.

Please answer as many of the following questions as you can, so that I may determine whether you are the owner of the account in question.

Which email address is in this account at the present time?
When was the account created?
What were your last Gem purchases and what did you use the gems for?
Which payment provider did you use on your last purchase and which one are you using in general?
How many specialists of which kind do you own (geologist, general, explorer)?
What is your storage room number?
Which player level did you reach?
How many coins do you own?
How many friends do you have? Can you give me a few names?

Once you reply, I will gladly help you with any questions and/or issues.

Please reply to this message. I thank you for your understanding.
Please understand that if we do not receive an answer to this email within 48 hours, we will consider this case to be closed. In such an event, you will need to create a new ticket.

Step 6
We then need to answer these questions. You do not have to know all answers exactly. Think of it as a general test on your knowledge of account. Click reply on email in your favourite email application, or least favourite. It works about the same.

*Which email address is in this account at the present time?
-The email you use is obvious, the one you are using now.

*When was the account created?
-You can check when you joined on forum. Just click the forum link in TSO Steam browser mainpage. And then click your name at the top of window. It will show your forum profile, and amongst others join date. I'm not 100% certain forum join date and actual join date is same. I at first guessed, but was 3 days off compared to what forum says.

*What were your last Gem purchases and what did you use the gems for?
-I think they asked when you purchased gems for game. And waht you then used thme for in-game. I never boguht gems but I do somewhat recall last gem buy in-game was a bundle in Halloween event.

*Which payment provider did you use on your last purchase and which one are you using in general?
-For me never used one but you should know this if bought gems right?

*How many specialists of which kind do you own (geologist, general, explorer)?
-Tough question! But you know if you got 5, 10, 40 or 80+ of each right? If it helps you any, in star each row contains 9 explorers. Are your specialsits filling a coupel rows, or like me more than a dozen...

*What is your storage room number?
-Maybe a tricky one. But I just helped guildy star some coins so I remember quite exactly

*Which player level did you reach?
-You know your level don't you?

*How many coins do you own?
-Well, not exactly. But come on, we all count our coins don't we? Hundreds, thousands, millions? I had just starred some for guildy so had fairly good idea of how many hundreds of thousands it was.

*How many friends do you have? Can you give me a few names?
-Hilarious, I must have well past a thousand people on friendlist, no way I can give an accurate number. But I can name you the most active guildmembers, or people I talk with often in global, easy. Or just say you know Snowy. Well you probably should know me if you try that, I can't guarantee it will work very well.

Step 7.
Wait. We need to get an email liek this form support.

Hello Person Who Bothers Us Too Much,

Thank you for taking the time to get in touch.

Your account has been departnerized successfully. You should have received a mail in your Inbox/Spam folder. Please be sure that you do not have any other game-account open in your browser when following the steps found in the mail.
Please understand that if we do not receive an answer to this email within 48 hours, we will consider this case to be closed. In such an event, you will need to create a new ticket.

Kind regards,

"The Settlers Online" Support Team

Success! Now we also wait for another email containing link to access new webaccount and create a new password.
Step 8.
After you have gotten a second email. NOTE: This email will come from UBIsoft and not TSO support. I actually got 2 of them. One said:
”Transfer your The Settlers® Online account”
other:
”Reset your password for The Settlers® Online”
Both contain same link that accesses your now new web account, known as a ”Legacy” account.
Copy or click on the link from the email.

It will open the Settlers Online homepage and you should have a prompt to create a password. Enter a good one and click OK.
If it works you should see at top of page it says ”You are logged in as PlayerName”
If you get message saying ”Incorrect code” - This password reset link is invalid. Please check you have entered exactly...” and it goes on for a bit. Don't worry just yet. I got that too. Try this trick from forums. Click Facebook login button. Do not enter anything. Click back. If you aren't logged in try the Legacy login option and enter email and the new password from earlier. It now logged me in.
Sucess(!/?), your account is now on the web instead of Steam and we can go on to get the new client installed.

Step 9
(there are more detailed guides on TSO forums for this with some troubleshooting options)

https://forum.thesettlersonline.com/threads/38014-LIVESERVER-New-downloadable-client

Click the blue Play Now button (should now have changed to that from Log In). It will direct you to a page about downloading. This is normal, it will always do so, whether client installed or not. Click the download now and get the ”The Settlers Online Installer” downloaded. Run it from wherever you downloaded. This will install the game. It is best to let it install to default folder, there are many issues you can run into otherwise.
When gameclient is successfully installed you once again click the Play Now button. It should now ask you how you want to handle the type of link and suggest the Settlers Online app. Accept that and remember so it won't ask again. You should see a quick blink of a window and get the an Adobe Air/Harman logo flashscreen. This is game loading up on server to you. Eventually you get a client window, be just like the Steam client started.
Note: Especially the first time it takes quite some time, and the game says it is not responding. Do not worry this is normal, and yes it takes quite some time to load up.

I will try and add some screenshots and if expand this if needed.

It may be possible to combine step 3 and step 6. Write that you want account unlinked and add the questions with answers. It may be you can speed things along and not have to wait a day for them to ask you the questions you know they will ask. Worst case you have to wait anyway.

Migrating Legacy TSO Account to UBIsoft Account
There is an official thread on forums covering this including some troubleshooting steps:
https://forum.thesettlersonline.com/threads/38001-Ubisoft-Guide-Step-by-Step

This step should be easy. This assumes you have already successfully delinked your Steam account from TSO as per earlier steps.

If you don't already have a UBIConnect aka Uplay account start by creating one.

Make sure you are not logged into any other TSO accounts automatically, and if you already have a TSO acc associated with your UBIsoft Account this will likely fail. You can only have 1 TSO acc connected to 1 UBIsoft acc.
It seems any test accounts do not count as I linked my Legacy, ex-Steam, account with no issues even though I have played with separately named account on testserver previously.

After you have logged into game on webpage. Go to the My Profile and click Migrate account link:
[img]https://i.ibb.co/DbLVQzp/migration-4.jpg[/img]

You will see this screen:
http://prntscr.com/wd5zsk
If you have an existing UBIsoft account just Click "Login".

And end up here.
http://prntscr.com/wd64yf
Enter the username and password of your existing Ubisoft account.

Click blue "Login" button. And you are done. Profit! In game mail should about now pop you some rewards and you will know it has worked.

Don't forget your password is now changed (it won't be the one you used when creating the Legacy TSO account as part of the Steam move) when you login next.
It took me a couple of tries to get game to start again after I did this. did it while game was active but it might be better to close game client first.

[nicolasmagic]

thanks snowblizz . i try to do that when i received email from tso suport

[cicciobab]

Hi Snow unfortunately being Italian, I made a request to the wrong support. (But is email not the same for everyone?)
email directly from email worked. But is there an email directly like the English one?

[SnowBlizz]

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[Netanyahu]

Hi, I'm from the Spanish server and I have sent the message to the support team in Spanish, should I send it in English? because it has been more than 5 days without receiving a response.
Should I send another ticket?
There has been no moderator on the Spain server for months

[cicciobab]

Originally posted by ㋡:

Hi, I'm from the Spanish server and I have sent the message to the support team in Spanish, should I send it in English? because it has been more than 5 days without receiving a response.
Should I send another ticket?
There has been no moderator on the Spain server for months

unfortunately from what I see only the UK one works very well. The Italian one and yours are working very badly

[lucy2]

Thx Snow for all your work to help us here, if bb had some ppl like you we would not be as frustrated as we are now! I am waiting a week now for the first repy already!
Wish you all the best!

[yaro]

Same in my side. i send the ticket 3 times / in CZ server/ but no response more then 10 days. i hope that one day get answer, thats only what i can do is believe, I send one ticket to probably UK support and i get respond lees then 1 day, but in answer was that :
I was unable to locate your account in our server. Is it possible that you are playing on the Czech server? If so, you would need to contact our Customer Support team that helps out with the Czech server on https://www.thesettlersonline.cz and now i dont know what to do next...

[cicciobab]

the UK support is very efficient, the others are negative

[SnowBlizz]

Unfortunately I can only suggest to keep trying to contact support. Especially if not receiving the autoreply in the first place. I know they have issues with ticketing system not working at all. Just losing people's emails.

[SnowBlizz]

Originally posted by yaro:

Same in my side. i send the ticket 3 times / in CZ server/ but no response more then 10 days. i hope that one day get answer, thats only what i can do is believe, I send one ticket to probably UK support and i get respond lees then 1 day, but in answer was that :
I was unable to locate your account in our server. Is it possible that you are playing on the Czech server? If so, you would need to contact our Customer Support team that helps out with the Czech server on https://www.thesettlersonline.cz and now i dont know what to do next...

Have you tried using the contact form on the CZ version?:
https://www.thesettlersonline.cz/cs/n%C3%A1pov%C4%9Bda-podpora
or directly:
[e-mail]

[amethystle]

so the maintenance prevented me from launching via steam even thought we are told it should work until december 31st.
I got the generic reply with my US ticket number on December 19th.
I've heard nothing back.
I sent a reply keeping the subject line with ticket number on December 22nd, still nothing.
I know its a matter of time, just irritating missing one of the best events of the year :(
Ares server, Mods come in daily and BB every now and again...

[SnowBlizz]

Originally posted by amethystle:

I sent a reply keeping the subject line with ticket number on December 22nd, still nothing.
I know its a matter of time, just irritating missing one of the best events of the year :(
Ares server, Mods come in daily and BB every now and again...

It's disgraceful. Am right now trying to get a response out of our CM who just popped online in chat.

I asked whether other language support even works at all and they insisted that they do, but with holiday season ti takes more time than normal. :( More than that I don't think I can get out of them.

[lucy2]

Cant believe this, still nothing from helpdesk :(

[liaepino]

Originally posted by lucy2:

Cant believe this, still nothing from helpdesk :(

no response from support too. It's been 8 days since the autormatic message

[lucy2]

9 here, guess they are on hollidays :(