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Persistent Issue: Event Offer Emails Not Received – Accounts Permanently Blocked from Newsletters

dpinto90

New Member
Hello everyone,

I’d like to bring attention to a recurring issue that several players — myself included — have been experiencing for quite some time: we are not receiving the event offer emails that include special bonuses or currency (for example, free tickets during events such as the current Halloween Event).

The problem has been ongoing for months, and despite multiple support interactions, it remains unresolved. According to Support, some accounts have been permanently blocked from receiving newsletter emails due to an earlier system “bounce,” and there is no way to remove or reset this block.

This means affected players are indefinitely excluded from all future newsletter offers, even when all email settings are correctly configured. Several members of my Guild are experiencing the same issue, suggesting this is not an isolated case but a wider systemic problem.

Many of us have followed all recommended steps — updating marketing settings, refreshing opt-in preferences, even changing email addresses — yet we continue to be left out of these event-related messages and the corresponding rewards.

What we’re asking for:​

  • A proper technical review of this “account-level block” issue.
  • A fair resolution or alternative way to receive these event offers in-game for affected players.
It’s disappointing for long-term, active players to be permanently disadvantaged by an automated system error with no recovery path. Hopefully, by raising this publicly, the issue will gain visibility and perhaps lead to a policy or technical update that restores fairness for all players.


Thank you for reading, and I encourage anyone facing the same issue to share their experience below.
Dpinto90
 
I have 2 cities, 2 different accounts, each in different worlds. 1 gets constant offers and the other gets none. Been happening for a couple years. Sent multiple tickets and get the same generic response from either AI or a mentor that's given a generic responses for these type of issues. The last ticket I got sarcastic and they claimed it would be sent to the marketing dept. (which controls offers ) No change and never heard back. Ticket closed. The fact is either they're ignorant to the issue or they don't care, ( which would be stupid ), because I never purchase anything for the snubbed city
 
My problem with the event offer emails isn't that I don't receive them (I didn't for a long time, but it was because I hadn't opted in or some such thing), but that I NEVER get whatever they're allegedly "giving" me. I've tried several ways, but nothing works. By the way, don't anyone bother giving me advice on how you think I can get them. I don't care. Nothing they offer in the emails is that amazing that I'm worried about missing out on it.
 
Emberguard said:
Only thing I can suggest, is go into your account “Data Usage” settings.
Turn it off. Save.
Turn it back on. Save.
Hope for the best
Click to expand...
I compared my settings on the 2 cities and they were different. Set them both to the same setting and hopefully, that will fix the issue
 
Emberguard said:
Only thing I can suggest, is go into your account “Data Usage” settings.
Turn it off. Save.
Turn it back on. Save.
Hope for the best
Click to expand...
Hi, this was the first thing that Inno Moderators told me to do. I even changed email from outlook to gmail to see if that's the problem. It wasn't.

This is part of the last ticket answer:

"I’ve reviewed your account and confirmed that everything previously explained still applies: your account remains permanently blocked from receiving event newsletter emails due to an earlier delivery failure (also known as a “bounce”). Unfortunately, these blocks can’t be lifted or reset, even by our upper-level teams, because they’re part of a global safeguard to keep our emails from being flagged as spam by providers.

I’ve double-checked to make sure nothing has changed since your last ticket — the system still shows that your account is excluded from all newsletter mailings. Changing your email address again wouldn’t have any effect, since the restriction is tied to the account itself, not to the email.

I completely understand that missing out on repeated event currency feels unfair, especially when you’ve followed every recommendation given. Sadly, because newsletter rewards are system-generated and linked to specific email campaigns, they can’t be granted manually."
 
If Inno actually hired a programmer who really knew what they were doing, this would be an easy fix. There is no reason for any account to be blocked from receiving email. Any "bounce" is created on Inno's end, not the player's. They just don't hire actually programmers who really know what they are doing, sadly. This has been this way for years, sadly.
 
Having the event currency send email flagged by a blacklist would be a disaster worldwide. Trust me you don't want them "fixing this" because it can take months even for a skilled net admin to clear it.

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