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NO Phoenix newsletter AGAIN!

Discussion in 'General Discussion' started by Princess Penelope, Apr 15, 2019.

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  1. Princess Penelope

    Princess Penelope Dreamer

    Mar 2, 2018
    This is not FAIR. This is the second event where i do not get the newsletter and Support is non-cooperative!
    (copy/paste of Support reply deleted)

    IF MY EMAIL IS NOT WORKING WHY DOES THEIR EMAIL GET THROUGH? All the correct settings are enabled AND there is nothing iin mys spam. Why is INNO not willing to help?
    Last edited by a moderator: Apr 16, 2019
  2. Keep checking over the next couple of days. I've gotten them a day or two after the start of an event before.
    Princess Penelope likes this.
  3. kimkimkim

    kimkimkim Soothsayer

    Apr 25, 2018
    If you have these 2 options checked in your data usage then I do not understand why you haven't received the newsletter, maybe just check in a few days and see if it shows up.....and if you do have these 2 options ticked in the data usage, maybe untick them both and retick again then save and see if that works....can't help you with the INNO part, sorry. Screenshot (1).png
    Golddust Odin likes this.
  4. Princess Penelope

    Princess Penelope Dreamer

    Mar 2, 2018
    Those options are checked I even sent support a screenshot. That is why I am frustrated. Plus the previous event I also reported it and nothing happened either. Before that I received it every time.
  5. Dizzy Lizzie

    Dizzy Lizzie Co-Community Manager Elvenar Team

    Feb 2, 2017
    We totally agree this is not a fair situation and steps are being taken to correct this situation. The probable cause is that the players affected have clicked the option to unsubscribe from the newsletters at some point and this is over-riding the Data Usage options. In my own case,I do not get the Newsletters on my main account either so I do understand your frustration with this.

    The Support Team consists mainly of volunteers from the Elvenar player base and they wish to help. In this case it is not that they will not help, it is that they cannot help.
    Please do not copy/paste Support replies- they are confidential. Please see Game/ Forum rules.

    The Newsletters are sent from a different source from the emails so in these cases, Newsletters do not arrive while emails do.

    At the moment we cannot but we hope to have a solution in the future.

    We do apologise about this situation and we hope to have a fix for this very soon.

    Below is a copy/paste of 'Why didn't I receive the Event Newsletter?' It may not apply in your case, but it may be of use to other readers of this post:

    Why didn't I receive the Event Newsletter?

    If you didn't receive the Event Newsletter, it can be for various reasons. Whatever reason may be the cause for the missing newsletter, re-sending it is not possible. We will also not be able to grant the Event currency or other gifts manually, but if the mail was sent out to you, you may still be able to claim the reward once you recovered the mail. Please see below what some possible reasons are, and what you can do in each case.

    Your e-mail address is not validated
    If you didn't validate your e-mail address in our system, you will not be on the list to receive the newsletter. You can validate your e-mail address in the settings menu ingame.

    You did not allow us to send newsletters
    In the game's settings, via the Data Usage Options window that you can find in the Options, you can opt-in or opt-out to receiving our newsletters. Please make sure that your settings allow us to send you newsletters if you wish to receive them.

    You recently have changed your e-mail address
    If you have changed your e-mail address recently, it's possible that the newsletter was sent to the old e-mail address. Therefore, please also check the inbox of the old e-mail account.

    You have unsubscribed from the newsletter
    If you have unsubscribed from newsletters from us in general, meaning any newsletter sent by InnoGames for any of our games via the unsubscribe link in the email itself, you will not get any further newsletters, since you requested not to receive correspondence from us. In this case, resubscribing is currently not possible, and you will not receive newsletters, regardless of your Data Usage Options settings. We are sorry for this inconvenience.

    The e-mail got sent to your spam folder
    It is possible that the newsletter was marked as spam by your email provider and was therefore moved from the inbox to the spam folder. Please check it. In some rare cases the newsletter may have been blocked and as a result failed to be delivered at all.

    Your inbox is overflowing and can't receive any more e-mails
    Most e-mail providers offer a limited space for your inbox. If you have reached the limit, you may not be able to receive any more e-mails. Please check if you have enough empty space left in your inbox.

    You e-mail account was set to inactive
    If you didn't log in on a regular basis to your e-mail account, it may have been set to inactive or may have been deactivated by your e-mail provider. In this case it will not be possible to receive the newsletter.

    Last edited: Apr 16, 2019
    Golddust Odin likes this.
  6. Killiak

    Killiak Necromancer

    Aug 4, 2016
    Not the first time that Support simply shows that they have no tools to help you, no tools to check for you, and no power to change anything.

    Edit; didn't get a newsletter yet either :(
    Last edited by a moderator: Apr 16, 2019
    UlyssesBlue likes this.
  7. Dizzy Lizzie

    Dizzy Lizzie Co-Community Manager Elvenar Team

    Feb 2, 2017
    Since this issue of missing Newsletters is caused by many factors, and can only be determined on a case-to-case basis, this thread will now be locked. Please contact Support if necessary regarding this.

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