Explanation and Handling Plan for the Furniture Formula "Golden Shore Pool"

Dear Metas,

On August 12(PT), we launched the furniture pack "Summer Echoes", which includes the pool formula "Golden Shore Pool". We hoped to create a cool and comfortable summer pool scene for Metas, allowing everyone to enjoy the summer in their territory on Nalcott.

However, after the furniture pack went live, we gradually received negative feedback about Golden Shore Pool. After reviewing it, the feedback mainly centers on the following aspects:

1. The water in Golden Shore Pool is a special furniture water body and cannot be used for swimming. Although we designed interactive experiences such as floating on swim rings, it still did not fully meet everyone's expectations for a pool.

2. In some scenes with high performance pressure, the water body may be culled, causing it to disappear or display improperly.

3. Golden Shore Pool still has shortcomings in terms of placement and detail presentation, and the overall result does not meet the expected standard.

We sincerely apologize to all Metas for the poor experience caused by the issues above. The development team has formulated follow-up measures and compensation plans for the related issues, as follows:

I. Refund and Compensation Plan

For Metas who have already purchased the furniture pack Summer Echoes, we provide the following two options. You may choose one based on your own situation:

If you wish to request a refund, please use the account you used to purchase Summer Echoes to go to the Feedback Platform (Once Human Feedback Platform) and submit the following feedback:

Request a Summer Echoes refund

The deadline for submitting refund feedback is 09:00 on August 19 (PT). Based on the feedback, we will complete the refund and compensation distribution before 09:00 on August 21 (PT).

*Metas who intend to request a refund must submit their feedback before the deadline and confirm that the account used to submit the refund request is the same account used to purchase the Summer Echoes. After we verify the purchase information, we will process the refund for you.

**If the Feedback Platform link (Once Human Feedback Platform) cannot be opened or signed in to normally, please sign in to the game and follow the path: In-game ESC/Menu - Feedback & Customer Service - Feedback Platform - Suggestion, to open the Feedback Platform and submit a refund request.

Example:

II. Water Effects Optimization

Due to current technical limitations, the water in Golden Shore Pool is still special furniture water and does not yet support swimming. We understand everyone's expectation that a "pool" should offer a swimming experience, and we have already included the relevant optimizations in our future development plan. Based on current estimates, we expect to complete the optimization to make the water swimmable within 3 months at the latest. Once the optimization is complete, Metas will be able to swim in the Golden Shore Pool, enjoying interaction more in line with expectations for a pool. We will keep you updated on specific progress through official announcements.

Regarding the missing water effects on some mobile devices, we have prioritized the fix. Since this issue involves performance and rendering adaptation across different devices, it will take some time to fix. Thank you  your patience. We will share specific fix progress with everyone through future bug fix announcements.

III. Visual Issues Optimization

In addition to water interactions, we are also evaluating and optimizing other visual issues with Golden Shore Pool.

Regarding the pool shape not blending naturally with the surrounding buildings and foundations, we will make corresponding optimizations and expect to complete the optimization adjustments in September.

Regarding the issue where characters may experience visual misalignment or abnormal rendering after stepping into the pool on some devices, our investigation shows that it is related to how the semi-transparent VFX structure at the bottom of the pool is displayed on certain devices. We are discussing optimization solutions and will attempt to optimize it. We will continue to share specific progress through official announcements.

Regarding feedback from some Metas that the pool foundation is too high and should be lowered further, since this adjustment involves terrain destruction and the furniture terrain adaptation capability, the current system cannot support it at the moment, so no adjustment will be made in the short term. Thank you for your understanding.

Conclusion

We are well aware that Golden Shore Pool did not meet everyone's expectations. We sincerely apologize to all Metas once again for this. We thank every Meta for your feedback and patience. We will continue to follow up on the refund, compensation, and optimization matters mentioned above, and we will more carefully evaluate the consistency between functionality, promotional descriptions, and actual experience in future furniture content creation, striving to bring everyone a better territory experience.

If any Metas have any questions about this handling plan, you are welcome to get in touch with us via the Feedback Platform (Once Human Feedback Platform) or in-game customer service.

Once Human Development Team