First, I want to apologize for my delay in response to these issues. Believe it or not, while testing some account linking flow issues, I managed to cross some wires between my personal and professional Duelyst Accounts, and managed to lock myself out of the system. It took a little trouble shooting and time to get the help I needed to straighten things out. Now that I’m back, I though I would start with one thread to address all of the major issues regarding Account Linking, and Geo-IP Blocks and re-directs.
First, I want to state that we quite clearly understand the frustration regarding the number of issues our customers outside of the United States have been experiencing, and apologize for them. We’ve been working pretty hard to get them resolved as soon as possible, and we have made some progress in many of those areas.
Our primary issue for users (according to the number of support requests received) has been users in Europe whom have forgotten the password to their BNEA account, and some who had issues creating a BNEA account at all. Initially, users from outside the U.S. were not able to reset their passwords due to Geo-IP Redirects which were in place on the BNEA website. Since then, those Redirects have been removed from all pages on the BNEA site except for the home page. This means that users following links to account management pages, or clicking on password reset links from e-mails will no longer be redirected to their region’s Bandai Namco website. This same issue caused a number of other account linking issues for users outside of the U.S.
Secondly, and for many more importantly, is the issue of Geo-IP blocking, which we are required to do for legal reasons.
We understand the frustration regarding this issue. However, while our goal remains, and always shall remain, to provide all our customers with the best service possible, and to provide service to as many interested parties as possible, due to legal reasons, this is not always possible.
Legal constraints which may limit the availability of titles in certain areas can include those imposed upon Bandai Namco by individual licensors, by third party service providers, or by individual laws of the United States of America or other countries. As our Customer Service and Community Teams are not legal experts, or informed as to the specific reasons for of these restrictions, it is not our policy to provide additional information as to why a certain title is not available in a specific region. We can, and have passed on your feedback regarding these concerns.
Sadly, for now, our only response can be that Duelyst is not available in this region.
This does not mean that we are intending to add a list of counties that will be region blocked in the near future. Point of fact is that the only way this would happen would be if a law was enacted either in the U.S. or in your country of residence that would require us to cease business operations in that area.
Thank you for understanding.