First of all, we want to thank everyone that has already ordered their ARK: Survival Evolved dedicated server from us. Secondly, we want to express our deepest apologies for the incredible amount of time it is taking for your services to come online. We have had people waiting days for their servers now and we understand how frustrating this can be. Trust us when we say we are just as, if not more, frustrated than you guys are. There was absolutely no way that anybody could have expected the sheer volume of hype and popularity for ARK: Survival Evolved hosting, even more just the game itself. We want everyone to know that we are working nonstop to get our systems caught up and back to normal. We were not ready for the amount of demand for ARK Survival Evolved and it has slowed down our entire operation. Here are some answers to the most common questions we have been getting via emails and our social pages:
1) When will my order be completed and my server come online and/or when will you respond to my support ticket?
We are incredibly backed up right now and therefore we cannot give any specific answers and/or ETA for your server setup time. Our support ticket system is also majorly backed up and we are trying to catch that up as well. If we are slow to respond please understand that we are focused on getting customer orders completed and servers online as our main priority right now.
2) Your ARK: Survival Evolved Server Hosting product page says OUT OF STOCK, why?
We are currently out of capacity in almost all of our data-center locations because of the launch of ARK Survival Evolved. We are constantly shuffling out old customers that cancelled their subscriptions last month and replacing them with new customer orders wherever we can. We have ordered an immense amount of capacity for EVERY single one of our data-center locations. All of this new capacity should arrive over the next 2 weeks and be setup to take on customer servers as we receive new orders.
3) What are you doing to prevent something like this from happening again in the future?
We have purchased new machines and added capacity to every location. We have supply lines ready to deliver more equipment to increase capacity quickly so we can grow with the demand instantly. We will have all hands on deck ready to help our customers with their servers as we continue to offer 24/7/365 support.
4) Will you be compensating customers for the days lost while waiting for their service to come online?
Yes! If you paid with PayPal manual or a Credit Card during checkout we can compensate you the days you lost while waiting. All you need to do is submit a billing ticket and request that you be compensated. Your renewal date will be moved forward to reflect the amount of days lost and your new billing renewal date will coincide with the day your service came online. Unfortunately, if you have a PayPal “automatic” subscription we cannot move your billing date due to PayPal’s automatic recurring payment profile restrictions.
5) I don’t want to wait anymore for my server to come online. Can I get a refund?
Yes! We are granting refunds to anybody who no longer wishes to wait for their services to come online. All you need to do is submit a billing ticket and provide us with your order ID number and ask that it be refunded. Your money will be returned in full and no services will be rendered to you.
If you have received your server information (as in your order has been completed already) and you are trying to find your server so that you can connect and play, please use the Steam server browser and not the in-game server browser. To use the Steam server browser open up your Steam client, click “View” at the top left of the Steam window, and then click “Servers”. This will bring up the Steam server browser window. At the bottom left of the Steam server browser window click on the “Game” dropdown and filter the browser to show only ARK Survival Evolved servers. You should then be able to find your server.
The developers are also pushing out rapid updates to the game and therefore you must also constantly run Steam Update for your server so that it’s updated to the latest version of the game. You can do this by going to your Overseer 2.0 control panel and clicking on Dashboard for your service(s). Then click the “Steam Update” button shown on the dashboard itself. There is no need to check-mark “Verify” for any of the server updates.
We appreciate everyone’s patience and understanding while we work to get to everyone and get our operation back to normal pace.