How long does it take to update which tables you own? :: Stern Pinball Arcade General Discussions

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Exnihilo Mundus has Stern Pinball Arcade

Dec 25, 2018 @ 6:07am

How long does it take to update which tables you own?

I purchased the Stern Pack 1 on Pinball Arcade yesterday to get the AC/DC and Star Trek tables. How long does it take to show up on Stern Pinball Arcade as owning those tables? I've tried logging off and on from both games and even Steam. Is there something else I need to do?

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Showing 1-15 of 25 comments

DoomSooth

Dec 25, 2018 @ 3:54pm

Send E-mail to Farsight and ask them about it. You might have to wait a little while because of the holidays, though.

DonkeyJim Dec 27, 2018 @ 12:16pm

That's good advice DoomSooth. A select few users have had this same issue for some reason. We don't know why, but our support guys can do a back end unlock for any missing tables or ball packs etc.

Exnihilo Mundus has Stern Pinball Arcade

Dec 31, 2018 @ 8:59pm

I sent them an e-mail explaning the situation along with receipts, etc. and they replied saying they had unlocked the tables for me. Except they didn't, they are still locked. I let them know but haven't heard anything back yet.

slider916

Jan 3, 2019 @ 6:25am

I have the same issue and have also sent an email.

slider916

Jan 4, 2019 @ 6:07am

Does support respond to emails?
I have yet to get a reply.

Exnihilo Mundus has Stern Pinball Arcade

Jan 5, 2019 @ 8:13pm

They do, it just takes about three days each time. They still have not resolved my problem, although they have tried twice.

DonkeyJim Jan 6, 2019 @ 1:30pm

There have been some changes just recently before the holidays hit with the support staff. We're training new personell and there was also a break for employees to spend time with family and whatnot. The typical response time for emails is 24 hours, although we do not staff our support over the weekends. Sorry it's taken so long for them to help you, but they will resolve your issues.

slider916

Jan 8, 2019 @ 8:18pm

I sent a response email along with a copy of my receipt 4 days ago and no one's responed yet.
How can I get my issue resolved?

DonkeyJim Jan 9, 2019 @ 9:43am

We've had specific issues dealing with OSX server unlocks not functioning properly and the same issue seems to be related to our cross purchasing between SPA and TPA where specific tables do not unlock for OSX /Mac users. Our OSX developer is finishing up a patch that will hopefully resolve this problem, although we can't say when this will be finished. Please stay in contact with our support staff regarding your missing content. Sometimes if a long enough period of time has passed, they will unlock other content to compensate you for your time lost, and then of course when the conflict is resolved you will also have your other missing content restored.
These kinds of problems usually deal with an entitlement issue and unfortunately the comunication between us and the tech teams that control store fronts is not a very quick process.
We greatly appreciate your patience. Thanks for hanging with us while we fix this.

Omega Man

Jan 10, 2019 @ 9:02am

Thanks for the info, i also grabbed the Stern pack at xmas for PBA and nothing has unlocked yet on SternPBA, but good to hear a fix in on the way.

#10

Exnihilo Mundus has Stern Pinball Arcade

Jan 12, 2019 @ 7:07pm

Is the OSX/Mac fix going to affect PC users like me? I'm just wondering as I haven't heard from support for awhile and last I heard, they said they were trying something to fix my situation knowing I was a PC user (they asked me specifically).

#11

Omega Man

Jan 13, 2019 @ 11:12am

^^Tables are still not unlocked but more annoying if you click on a locked table it will bring the steam store page up, and that cannot be closed, you have to exit the stern app completly and restart...so just a heads up on that as well.

#12

DonkeyJim Jan 15, 2019 @ 12:22pm

If you both haven't heard back from the support team in a while, make sure to keep bugging them about your issue. The team needs to stay informed that there is a problem still ongoing until it's either resolved with their trouble shooting steps or that they have verified with you they've created a trouble ticket for that specific issue. We have lost track of issues in the past because bugs were not properly logged and tasked to the right developer.
Your contact with our support email is very important, and greatly appreciated.

#13