[Known Issue][May 2025] Ongoing Performance Issues

By EchOw, 21st May 2025 12:47:27
8



HellOw everyone,

Thank you to everyone who has reported issues within the game after the maintenance yesterday.

We would like to assure you that we're working to resolve these issues as soon as possible and ask for your continued patience while we continue investigating and applying fixes to the game.

I've listed a few of the most common issues below:
- Game lag,
- Game slowness,
- Delay in receiving password reset emails,
- Delay in receiving verification emails,
- Horse competitions becoming stuck "In progress"

Please know that the above list is not exclusive and is only the most frequent issues being encountered by our players.

We thank you in advance for your continued patience regarding these issues.

The Howrse Team




Hello,

On May 28th, all the servers underwent maintenance to address the performance issues.

We have already received positive feedback from multiple players. Can you please let us know if the server performance (lag, slowness) is better or resolved for you?

And now that this was addressed, the team will continue tackling the rest of the issues, for example:

↪ Unavailable payment methods;
↪ E-mails from Howrse are not being received;
↪ Inability to log in;
↪ Special horses are not providing their gift;
↪ The Pieces of Cloud Pack from the May Packs are not working;
↪ The ranking is not updated on some versions.
↪ And a few others...

Please note that once the main problems are resolved and the game has stabilized, we will work on compensation for all the issues that happened in the past weeks.

Once more, we are really sorry about the inconvenience, and thank you for your patience over the past weeks!

The Howrse Team




Hello,

Regarding the global compensation, our team is still unable to share details about all the compensation planned, but one very likely option is an extension of the privileges included in the May packs for all players.

Please be patient, as it may take time to prepare the script for the compensation distribution, and the team is not working with fully operational tools right now.

About the May Packs: the date was extended and they will be available until Wednesday, June 18th, at 10 am (Paris time).

Regarding the Payment methods: We are aiming to bring Xsolla back by the end of next week at the latest. Unfortunately, we cannot say if Paysafe will be fixed before the 18th.

Other than that, the team is still busy with getting everything else up and running again (emails, preprod, many of our internal tools, etc).

We'll keep you updated when we have more news.

Thank you for your understanding!
The Howrse Team




Hello,

We have a new update on the current situation.

The payment method Xsolla should be back by the end of next week. Unfortunately, we still cannot guarantee anything for Paysafe.

Regarding the Email issue, the technical team had a breakthrough today, and hopefully, the problem will be fixed at the beginning of next week. (Maybe even today?)

We know the recent disruptions have impacted your experience, and we want to make it right with a generous compensation package.

We can already say that, in addition to the privileges from the May packs, we will also extend the VIP and Pegasus subscriptions for the concerned players.

A more global compensation will contain a bundle of items for everyone, such as some luck items and aging points. Those are only examples, and the detailed content and number of items still need to be confirmed.
We cannot share a date for when it will be distributed, as we want to fix the email issue first, and the Dev team will need some time to code the compensation script.

Additionally, the team is still busy ensuring our internal tools are properly operational again and addressing the remaining issues.

Thank you for your understanding, and have a nice weekend!default smiley (ow)
The Howrse Team
EchOw
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By 1-kEiRa-1, 2nd June 2025 19:11:41
5
I can’t verify my email at all. I put in all my information and it doesn’t do anything. I can no longer use my passes, or even purchase anything in game. This has been on going for weeks. I hope i can get this sorted as i am so limited to what i can do on the game!
1-kEiRa-1
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By Altaïr Ibn-La'Ahad, 2nd June 2025 20:27:58
2
Desperado wrote:

Can we fix the lag???

retire a bunch of rays - bring back pass horses - delete accts not in use - do something to fix your servers so the lag isn't so bad
Been yelling this from rooftops for years - glad finally someone is on my side
Altaïr Ibn-La'Ahad
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    Acre
By Sylaise, 3rd June 2025 15:54:51
3
I don't know if it's happening for many other people but the game has had stretched out UI for almost a week now and sometimes it goes off the side and is unusable. I don't know if its related to the lag issues but it's starting to get annoying.
Sylaise
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By Haiku, 3rd June 2025 18:13:47
2
Actions and tabs on my horses' pages sometimes become unresponsive. As well as the skills stars turning into just numbers. While I CAN remedy this by clearing cookies it does return after some time. I've never had to do this in all my years playing this game, only AFTER this latest update. That's on top of the stretched and jumbled UI as Sylaise commented; and general lag.
Haiku
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By lupinerooth, 3rd June 2025 19:59:43
2
1-kEiRa-1 wrote:

I can’t verify my email at all. I put in all my information and it doesn’t do anything. I can no longer use my passes, or even purchase anything in game. This has been on going for weeks. I hope i can get this sorted as i am so limited to what i can do on the game!


same! I was so excited to begin the daily objectives, but I can't because I have to verify my e-mail to do so default smiley :'(
lupinerooth
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By TLAW, 4th June 2025 16:00:35
2
It's been a week since the last update, any new news? I am still unable to log into the desktop international version. I've been having to use the mobile version since the initial server maintenance, this is very frustrating since I pay for a VIP account but I can't use most of the extra features.
TLAW
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By Aristacluv, 4th June 2025 16:37:18
TLAW wrote:

It's been a week since the last update, any new news? I am still unable to log into the desktop international version. I've been having to use the mobile version since the initial server maintenance, this is very frustrating since I pay for a VIP account but I can't use most of the extra features.


I'm also unable to log into the desktop version without going mobile first. Very annoying.
Aristacluv
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By Lilia420, 4th June 2025 18:08:32
Still having all the issues above, says my email is invalid and then says its already been verified. Won't always clear my objectives even after I do them so I end up stuck where I'm at. Lag is absolutely crazy and I have to exit the game every 2 minutes due to the glitching on screen and lag
Lilia420
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By SilverBells_, 4th June 2025 23:54:15
1
Sylaise wrote:

I don't know if it's happening for many other people but the game has had stretched out UI for almost a week now and sometimes it goes off the side and is unusable. I don't know if its related to the lag issues but it's starting to get annoying.


This is happening for me too, and the text on the whole website is large and a different font than normal. Also the drop down menus from the top bar aren't working for me unless I'm on the home page.
SilverBells_
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By darlyndebb, 5th June 2025 09:19:13
5
Lagging is getting extremely frustrating!!!!!! When you hit care buttons they are not in order and sometimes makes the gorse sick! Please please fix the problem!!!!!default smiley :k
darlyndebb
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By AnnacondaBanana, 5th June 2025 22:44:13
3
I'm a returning player. Was really looking forward to getting the 2 starter packs for the gaia and champion foal to start my line. Can't verify email. I'm a little nervous. Can I at least be able to purchase the starter packs once the fix is out? There's only 3 day's remaining..
AnnacondaBanana
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By sofizzy, 5th June 2025 23:34:53
3
Still having lag. I thought that this had gotten fixed? Maybe not have a new "Event" and instead focus on fixing the existing problems?
sofizzy
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By AmOwzing, 6th June 2025 09:09:27
AnnacondaBanana wrote:

I'm a returning player. Was really looking forward to getting the 2 starter packs for the gaia and champion foal to start my line. Can't verify email. I'm a little nervous. Can I at least be able to purchase the starter packs once the fix is out? There's only 3 day's remaining..

Hello,

I have extended the duration of the Starter Packs for you.

Everyone in this situation can request the Support team to extend them.default smiley (ow)
AmOwzing
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By AmOwzing, 6th June 2025 09:12:29



Hello,

Regarding the global compensation, our team is still unable to share details about all the compensation planned, but one very likely option is an extension of the privileges included in the May packs for all players.

Please be patient, as it may take time to prepare the script for the compensation distribution, and the team is not working with fully operational tools right now.

About the May Packs: the date was extended and they will be available until Wednesday, June 18th, at 10 am (Paris time).

Regarding the Payment methods: We are aiming to bring Xsolla back by the end of next week at the latest. Unfortunately, we cannot say if Paysafe will be fixed before the 18th.

Other than that, the team is still busy with getting everything else up and running again (emails, preprod, many of our internal tools, etc).

We'll keep you updated when we have more news.

Thank you for your understanding!
The Howrse Team
AmOwzing
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By darlyndebb, 6th June 2025 10:52:47
I don't see anything in the last statement from AmOwzing regarding lag!! This is ridiculous to say the least. There are a ton of us who buy passes for this game, and the lag is horrible! Would you please concentrate on fixing it as well!!
darlyndebb
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By Avre, 6th June 2025 12:15:04
The lag is a LOT worse on mobile this morning. It keeps mis-registering how many times I've pressed the comp button, and entering the horses in extra comps. The UI sometimes goes transparent, making it difficult to read the text against the background. Switching between care tabs takes 10-15 seconds to load, and sometimes switches you back to your original tab. Pressing two care buttons one after the other sometimes makes it register in the wrong order, which is pretty annoying if one of them's the stroke button.


Extending the May Pack privileges is a good start, but that's only going to compensate a small section of your paying player base. Anyone who's spent money on the game should be compensated for the product being faulty. VIP and Pegasus subscriptions should be extended as well.
Avre
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By bobmattix, 6th June 2025 12:26:28
I'm having the same issue as alot of other people here with verifying my email, was hoping to get some ageing points but can't verify my email to get them
bobmattix
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By AmOwzing, 6th June 2025 12:44:31
darlyndebb wrote:

I don't see anything in the last statement from AmOwzing regarding lag!! This is ridiculous to say the least. There are a ton of us who buy passes for this game, and the lag is horrible! Would you please concentrate on fixing it as well!!

Hello,

The performance issues were already addressed. If you're still facing lag, please try the usual troubleshooting (clear cache/cookies, change browser, try a different device, restart your internet router). If there are no improvements after these steps, please send a ticket to Support (Contact us) and include your device/browser details. Our team is still monitoring the server performance, so any extra details will be useful!

Thank you! default smiley (ow)
AmOwzing
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By AmOwzing, 6th June 2025 12:52:13
3



Hello,

We have a new update on the current situation.

The payment method Xsolla should be back by the end of next week. Unfortunately, we still cannot guarantee anything for Paysafe.

Regarding the Email issue, the technical team had a breakthrough today, and hopefully, the problem will be fixed at the beginning of next week. (Maybe even today?)

We know the recent disruptions have impacted your experience, and we want to make it right with a generous compensation package.

We can already say that, in addition to the privileges from the May packs, we will also extend the VIP and Pegasus subscriptions for the concerned players.

A more global compensation will contain a bundle of items for everyone, such as some luck items and aging points. Those are only examples, and the detailed content and number of items still need to be confirmed.
We cannot share a date for when it will be distributed, as we want to fix the email issue first, and the Dev team will need some time to code the compensation script.

Additionally, the team is still busy ensuring our internal tools are properly operational again and addressing the remaining issues.

Thank you for your understanding, and have a nice weekend!default smiley (ow)
The Howrse Team
AmOwzing
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By Avre, 6th June 2025 13:02:55
1
AmOwzing wrote:

</p><div style="border-radius: 8px; text-align: left; vertical-align: middle; padding: 20px 40px 40px 40px; background: url('https://s3-eu-west-1.amazonaws.com/all.static.owlient.eu/media/user/49ec8534debf88da9cf01062210f49ae.jpg') top center no-repeat; height 0; background-size: cover;"></br></br><div style="background-color: #ffffff; border-radius: 4px; text-align: left; vertical-align: middle; padding: 30px 30px 30px 30px; font-size: 13px; line-height: 18px;">
Hello,<br /><br />
We have a new update on the current situation.
<br /><br />
The payment method Xsolla should be back by the end of next week. Unfortunately, we still cannot guarantee anything for Paysafe.
<br /><br />
Regarding the Email issue, the technical team had a breakthrough today, and hopefully, the problem will be fixed at the beginning of next week. (Maybe even today?)
<br /><br />
We know the recent disruptions have impacted your experience, and we want to make it right with a [b]generous compensation package[/b].
<br /><br />
We can already say that, in addition to the privileges from the May packs, we will also extend the VIP and Pegasus subscriptions for the concerned players.
<br /><br />
A more [b]global compensation[/b] will contain a [b]bundle of items for everyone[/b], such as some luck items and aging points. Those are only examples, and the detailed content and number of items still need to be confirmed.
<br />
We cannot share a date for when it will be distributed, as we want to fix the email issue first, and the Dev team will need some time to code the compensation script.
<br /><br />
Additionally, the team is still busy ensuring our internal tools are properly operational again and addressing the remaining issues.
<br /><br />
Thank you for your understanding, and have a nice weekend!default smiley (ow)
<br />
The Howrse Team</div></div>


Yes! Thank you!!
Avre
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