Update 4:00pm 11/20 -

Dear Members,

We are happy to announce that the rental repair script is now in production. Neighborhood Zones and Neighborhood Lots affected by the Extend Rental issues have been refunded in full.

There is a small group of members who have not received the full refund and the reason is that they were also hit by the Club Evict/Relinquish bug which was fixed on 11/14. We are currently working to manually refund the remaining members. We hope to have the refunds out to the small group of remaining members before Friday evening.

Now that the refunds have taken place we will be restarting the rental system. Please make sure you have enough money in your account to cover the cost of the rent as you normally would.

Any Real Estate owner with remaining issues should create a Help Central ticket.

Please go to Help>Ask A Question>Technical Support

Please make sure to include the following information:

Name of Zone owner
Name of Zone
Link to Zone

Detailed description of the issue.
Dates/Times when the issue started happening.

Thank you for your patience and understanding.

The Team at There

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Update 1:40pm 11/20 - The process for rewinding houses and funzones and refunding their owners has been completed. Owners of houses and funzones who were exposed to unauthorized extension of rental and debit of therebucks have received full refund and their zones have been rewound 30 days.

Neighborhoods and neighborhood lots will take additional time due to the need to sync escrow, but we believe the process for lots and neighborhoods may be completed later today.

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Update 11pm 11/18 - We have discovered a bug with the rental repair script in beta and require additional time for testing. We expect to continue our testing efforts for the next couple of days. Refunds will be issued as soon as the script is pushed to production.  The rental processing system will remain turned off until we can introduce a fix to the client.  We will provide additional updates when they are available.

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Update 12:00pm 11/16 - We have completed the script that will be used to repair lot rentals, rewinding the paid through dates, removing extra Therebucks from escrow, correcting escrow records, and setting the correct escrow processing dates. Because of the complexity of this script, we will be performing extensive testing in our QA environment before setting it loose on production world.

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Update 11:50pm 11/14 - We have completed gathering information on all rentals affected. We will be issuing refunds for those rentals and rewinding rentals to undo the unauthorized extension/charges. This rewinding will set the 'paid through' date on the rental to what it would have been prior to 'extension'. The final report of affected zones has been sent to management and engineering for final review prior to proceeding.

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Update 6:00pm 11/14 - The club eviction/relinquish issue has been fixed. Leaving or getting kicked out of a club will no longer relinquish lots that are not related to the club in question.

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We have found issues with the real estate portion of the update.

1) This morning, all rentals processed

a) If you had the money to cover your rent, your rental was extended by another 30 days. This added on to any remaining days left in your current rental.
b) If you did not have the money to cover your rent, your rental was not extended, but you received an email saying your rent was due, even though it was not due.

Engineering has identified the bug, and operations and customer support are working together on identifying the damage and considering what options there are to take.

In the mean time, rental processing has been disabled completely until this bug is worked out. No rents will process until the bug is fixed.

2) Neighborhood clubs are triggering evictions

When a member leaves or is kicked out of a neighborhood club, their lots in that club/neighborhood should be evicted. However, at the current time, leaving or getting kicked out of one neighborhood club will result in ALL LOTS owned by that person being evicted in all other neighborhoods. During this eviction lot owner and neighborhood owner will receive pro-rated refunds, just as if evict was done normally, but the evict will seem to have come out of nowhere. We recommend that until this bug is fixed, please do not leave or kick members out of neighborhood clubs.