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Legendary Starfleet Captain's Bundle - Unclaimable/unusable
leilacodes
Member Posts: 5 Arc User
Hi there STO Development team and players,
I'm here to report an issue that is preventing me from claiming my 2409 Federation Legendary Captain's bundle.
The long and short of it is, I have 2 federation characters. One was Level 63 at the time of the purchase, and the other, a brand new character I'd recently created that had just reached level 15. I read the announcement page about the release of the Legendary Captain's Bundle decided to purchase it.
I'd like to make a note here that at this time there was no information posted regarding any restrictions on the Announcement Page
I charged the Zen on my account and then proceeded to purchase the bundle from the Zen store which the game allowed me to do. After purchasing I found it difficult to find the item in question for some time but eventually discovered the pack was located under the "Items" section and proceeded to select it only to be told that I "did not meet the requirements" to claim the item.
It was at this point that I realised the requirement that I had to have another character at Level 65 already in order to open the bundle. Not a big problem! I switched to my Level 63 character and proceeded to complete the new Firewall (Terran Gambit) mission, upon completion of which this character reached the required Level (65).
Before anybody suggests it, yes the two characters are 2409 Federation characters and you can confirm this by their icons shown in the character selection screen.
I've now switched back to my second character and unfortunately, the Zen store continues to report that I "do not meet the requirements" for this item.
So far as I can tell from the zen store's page though, all requirements are now met for this bundle.
Unlike this "Captain's Pack" it does appear as though the T6 ship that this bundle also includes is available and can be claimed from the Zen store at any time.
However, at the risk of losing any chance of a refund if this glitch/issue cannot be resolved, I have not yet claimed this ship.
I've since contacted support about my issue and after some discussion and screenshots the support team have granted the item to the desired character's inventory.
Victory at last I thought! Until I tried to open the pack that is now in my Laylay character's inventory.
And unfortunately the game is still reporting that I do not meet the requirements!
When selecting to use the item (or double clicking the item) from my inventory screen.
The following notification is displayed at the top middle of my screen
Followed by this chat message:
As instructed by support you can find details about each of these characters below!
Captain Joshua@captainjrn1996
Human, Male, Tactical Officer
I don't know how relevant it is, but at the time of purchase this character was also injured. I have since had this repaired at Earth Spacedock.
Laylay@captainjrn1996
Trill, Female, Tactical Officer
I have continued to play as my "Laylay" character for some time now, periodically re-attempting to open this bundle in between missions but without success. The game just does not seem to think that I meet one or more requirements.
Whilst waiting for an account issue to be resolved so that I could raise this post, I have already had an open discussion on Reddit reporting this issue for some time.
Reddit Forum Post
After 5k views so far nobody has reached out to me reporting the same problem so I'm guessing that this is a very unique problem and possibly a further issue with my account. With that in mind, and it being a highly specialised issue I suspect that the development team will be very busy and unable to help me with this problem. Please, if this is the case would you let me know so that I can receive a full refund for my item. It's a real shame because I was very excited by the bundle's contents, but if I cannot claim/use it, it feels like I've been cheated a little bit and I'd really like to have my money back.
I'm here to report an issue that is preventing me from claiming my 2409 Federation Legendary Captain's bundle.
The long and short of it is, I have 2 federation characters. One was Level 63 at the time of the purchase, and the other, a brand new character I'd recently created that had just reached level 15. I read the announcement page about the release of the Legendary Captain's Bundle decided to purchase it.
I'd like to make a note here that at this time there was no information posted regarding any restrictions on the Announcement Page
I charged the Zen on my account and then proceeded to purchase the bundle from the Zen store which the game allowed me to do. After purchasing I found it difficult to find the item in question for some time but eventually discovered the pack was located under the "Items" section and proceeded to select it only to be told that I "did not meet the requirements" to claim the item.
It was at this point that I realised the requirement that I had to have another character at Level 65 already in order to open the bundle. Not a big problem! I switched to my Level 63 character and proceeded to complete the new Firewall (Terran Gambit) mission, upon completion of which this character reached the required Level (65).
Before anybody suggests it, yes the two characters are 2409 Federation characters and you can confirm this by their icons shown in the character selection screen.
I've now switched back to my second character and unfortunately, the Zen store continues to report that I "do not meet the requirements" for this item.
So far as I can tell from the zen store's page though, all requirements are now met for this bundle.
Unlike this "Captain's Pack" it does appear as though the T6 ship that this bundle also includes is available and can be claimed from the Zen store at any time.
However, at the risk of losing any chance of a refund if this glitch/issue cannot be resolved, I have not yet claimed this ship.
I've since contacted support about my issue and after some discussion and screenshots the support team have granted the item to the desired character's inventory.
Victory at last I thought! Until I tried to open the pack that is now in my Laylay character's inventory.
And unfortunately the game is still reporting that I do not meet the requirements!
When selecting to use the item (or double clicking the item) from my inventory screen.
The following notification is displayed at the top middle of my screen
Followed by this chat message:
As instructed by support you can find details about each of these characters below!
Captain Joshua@captainjrn1996
Human, Male, Tactical Officer
I don't know how relevant it is, but at the time of purchase this character was also injured. I have since had this repaired at Earth Spacedock.
Laylay@captainjrn1996
Trill, Female, Tactical Officer
I have continued to play as my "Laylay" character for some time now, periodically re-attempting to open this bundle in between missions but without success. The game just does not seem to think that I meet one or more requirements.
Whilst waiting for an account issue to be resolved so that I could raise this post, I have already had an open discussion on Reddit reporting this issue for some time.
Reddit Forum Post
After 5k views so far nobody has reached out to me reporting the same problem so I'm guessing that this is a very unique problem and possibly a further issue with my account. With that in mind, and it being a highly specialised issue I suspect that the development team will be very busy and unable to help me with this problem. Please, if this is the case would you let me know so that I can receive a full refund for my item. It's a real shame because I was very excited by the bundle's contents, but if I cannot claim/use it, it feels like I've been cheated a little bit and I'd really like to have my money back.
Post edited by leilacodes#5509 on
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> @leilacodes#5509 You are not the only player being effected by this issue. I have personally spoken with CS about this, and they are actively collecting information regarding it to pass along to the devs for correction. Thank you for your patience while they work to rectify this matter, and welcome to the forum.
I understand. Thank you very much for taking the time to read this post and responding! It's just reassuring to hear that they're looking into this, that's all I ask.
The support team have been very patient and friendly, but also somewhat non-commital regarding resolution of the ticket. I've also had to on occasion repeat myself with the same screenshots over and over, which has made me a little, perhaps unfairly impatient. But without proper acknowledgment that the development team were looking at this I was finding it difficult.
I look forward to hearing more soon, and if the team need anymore information, let me know!
I just read the patch notes for 23/06/2022 and a possible reference to this issue I am having.
Can I confirm if the issue I'm reporting here should now have been resolved? Or is this still being looked into?
I've logged in today and completed the download of the latest patch and unfortunately my bundle still isn't allowing me to open it on my second character. I've also tried levelling the character up one additional time in case that triggered any kind of re-check on my other character's level but the game still reports "You do not meet the requirements for this item."
That actually flippin' did it!! Thank you very, very much!!