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The Basics

What is this whole Camelot Unchained™ thing, anyway?

Camelot Unchained™ is a TriRealm™ MMORPG, currently in production at City State Entertainment™. Our company is led by our President and lead game designer Mark Jacobs, co-founder of Mythic Entertainment™ and creator of Dark Age of Camelot™ and Warhammer Online™, along with Lead Engineer Andrew Meggs of Skyrim™ and Warhammer Online™ and Vampire: The Masquerade fame. We are an independent game studio, and we had one of the most successful game-based Kickstarters of 2013. We have raised over 2.65 million dollars, in addition to 3 million from our investors, which include Mark Jacobs himself, to build the next generation of TriRealm™ combat MMORPGs. You can read more about the game and the team on our website and on our Kickstarter page.

Okay, so what's with the store?

The store is a way for us to offer "Stretch Goals" to current and future backers of Camelot Unchained.™ Stretch goals are additional content the team will create if the funding goals are met. Our current and past stretch goals can be viewed here.

What happens if I want to make a pledge, but don't have an account with City State Entertainment?

Upon checkout from our store, we will request that you make an account with us. This is a quick process, and will give you access to our Backers-only forums upon completion of purchase.

Forums? What forums?

All Backers of Camelot Unchained™ gain access to our forums, where our devs discuss the progress of the game, post contests, and discuss many facets of the game's design with the Backers. If you want an inside peek on game development and want to have your voice heard, our forums are the place to be! You’ll find everyone from our Community Manager to our President inside our forums, talking to our Backers and more importantly, listening to what they have to say.

I have a City State Entertainment™ account. What should I do?

Log in! Once that is done, you can manage your CSE account, make purchases, and upgrade current pledges.

What personal information do you gather during this process?

We log your PayPal email and IP in order to track purchases, make recoveries in case of errors, and to create a new City State Entertainment™ account. You can read more about our policies here. We will never, ever ask you for your password to your account, so if you ever receive an email asking for that, you can be sure it is not from us!

What's a Founder?

A Founder is a super special friend of ours that backed our Kickstarter campaign back in April and May of 2013.

So if I back now, does that mean I'm less special?

Of course not! There's plenty of room in this bouquet of RvR goodness for more unique and special flowers. If you pledge now, you will gain Builder status! Backing now will have super secret benefits that will no longer be available later down the road….shhh.

Who do I contact for support or refunds?

Contact us and we'll be glad to help: support@citystateentertainment.com.

If you would like a refund, we will refund your donation through the digital means (PayPal, Stripe, etc.) of our choice. We will subtract any fees charged by the payment gateway (PayPal or Stripe) for the transaction and nothing more. This refund policy will remain in effect until the game has been made commercially available (such as Open Beta or sales via a third-party site such as Steam) or production is stopped on it, whichever comes first. This policy is subject to change and all changes will be posted here and on our Forums, 30 days prior to their taking effect. By donating to the game, you acknowledge and agree that it is your responsibility to check the website and Forums for this information!

Please know that as part of the Donation process, you will receive a Transaction ID from PayPal, Stripe, or other 3rd-party payment gateway. That Transaction ID is your digital receipt. You must retain that Transaction ID from them or ask them for it before we can process a refund. WE DO NOT HAVE ACCESS TO YOUR CREDIT CARD, CHECKING ACCOUNT, OR ANY OTHER PERSONAL PAYMENT INFORMATION OF YOURS, NOR WILL WE ASK FOR ACCESS TO IT/INFORMATION ABOUT IT/ETC., EVER. Thus, the Transaction ID is your proof of purchase that is required for a refund. Fortunately, if you lose it, all you need to do is contact the service you chose to use Amazon Payments, PayPal or Stripe), and they can provide it for you, we cannot do that for you due to privacy/security policies of the payment gateway. Also, if you donated to the game using a different email address for you game account than the one you used to pledge for the game, we will also need an email from that game account as well. Donations generally may take up to sixty (60) days to process, though we do try to do them faster.

City State Entertainment may refund a donation at any time for any reason, and if they do so, are not required to fulfill the corresponding reward.

Tiers

What tiers are available to me to support Camelot Unchained?

If you are new to the store, you will have access to all the Builder-level tiers. These were opened to allow new Backers to continue donating to the game’s development after the close of of our successful Kickstarter campaign. If you are a Founder, you will have access to both the re-opened Founder’s tiers and the Builder's tiers. In addition, you will have access to your original pledges from the Kickstarter period to use when upgrading to any of the currently-available tiers.

I have a purchased tier. How does this upgrading thing work?

Once logged into your account, you will have the option to exchange one or more tiers for a higher-level tier. You do this through our upgrade and combine functions, paying the price difference between your owned tiers and the desired tier.

What is the difference between upgrading and combining?

The end result is the same, but the function is different. When upgrading, you select only one owned pledge to upgrade, while combining allows you to select multiple pledges and combine their values to trade in for an upgraded tier.

Why can't I downgrade a tier, Founder's Points, or CSE Points, to a much lower-level pledge and keep the difference?

We are currently looking into a way to support downgrading and trading in tiers. However, this comes with several problems, the biggest is account security which we gratefully leave to PayPal, which we need to solve before we add that feature. If you would like to downgrade your tier, all you need to do is contact support (support@citystateentertainment.com) and we will take care of it for you.

What are CSE Credits?

CSE credits have a 1-to-1 dollar value. Sometimes we give them out for contests and such on our forums, while other times they represent any credit due if you choose a slightly lower pledge when upgrading. In the future, we have plans to offer CSE-point-only rewards, such as tee-shirts, mousepads and other physical goods (SWAG!!!!).

What are Founder's Points and what are they good for?

As a Founder, you have access to the Founder's Points tiers. These points can be used to purchase in-game rewards. You can view the current list of rewards from the Founder's Item Exchange link, after you log into the store using your City State Entertainment™ account. FPs were also awarded as part of any overspend on a purchase during the Kickstarter campaign. Of course, rewards are subject to change, and will be available when Camelot Unchained™ ships.

How are my Founders Points (FPs) calculated?

FPs are calculated based on your total spending and additional bonus FPs that we have awarded in the past. You can see a breakdown by following the 'Account Management' link once you’ve signed in.

What are the estimated start dates for the different testing levels - Internal, Alpha, and Beta?

Internal Testing: Currently open

Pre-Alpha Testing start TBD

Alpha: Estimated February 2015

Beta 1: Delayed See Update

Beta 2: Delayed See Update

Beta 3: Delayed See Update

Delivery of Live Game: Delayed See Update

All dates are currently tentative and are subject to change.
Internal Testing is currently available only in certain tiers and is not a separate tier as it was during the Kickstarter™ campaign.

If you have been part of the super-cool MMORPG scene, you know that making MMORPGs is, well, challenging, and delays are almost inevitable. Only one major MMORPG was ever made on time and on budget, and that was Dark Age of Camelot. And that team was also led by Mark Jacobs.

Can I upgrade or combine my Guild pledge?

Yes, up until you send out invites to your guild members. If you have already sent out invites, you will need to contact support@citystateentertainment.com.

Will we be able to gift tiers, and how will that be implemented?

We are currently looking into a solution that will allow players the ability to gift tiers while lowering the impact of possible abuse.

If I purchase a tier that includes multiple accounts and only one Lifetime Subscription, which account gets the Lifetime Subscription?

As per our Kickstarter, only the original purchaser of the tier will receive the Lifetime Subscription. This will be applied closer to the live release of the game.

I have a pledge with a $0 value. What is this, and what can I do with it?

This is most likely a gift or contest prize from CSE. You can use it as any other tier, though it has no dollar value in the store.

Why don't my tiers marked 'IT' show up in the Upgrade or Combine window?

There are only a small hand full of IT tiers from the Kickstarter campaign. Because of this it's very likely that someone may mistakenly change their pledge to a non-IT tier. To counter this we have temporarily locked these pledges. We will remove this lock at a later date when we make further improvements to the store.

What do I do if I want to upgrade this tier in the future?

Right now you can purchase other tiers to later combine them with your IT tier when it is unlocked

Store Usage and Interface

What is my transaction ID?

Your transaction ID is a unique identifier we use to track purchases. If you ever have difficulty with a purchase, you will need this when contacting support.

Why are you warning me about changing my Founder's pledge to a Builder's pledge?

Founder's pledges are generally better than similarly-priced Builder's tiers. However, you may have a very low-priced Founder's tier, and find a significantly higher-priced Builder's tier you feel is better. While you may of course make this change, we suggest you look through the tier comparison chart carefully before you make a decision: Tier Comparison Chart.

Why do I need to link my purchased pledges?

This is part of an added level of security. You may receive an email, or see a notification in your Purchase history. Go ahead and click the link to add your purchase to your account. Upgrade and Combine operations will automatically link to your account.

Why do some tiers have a number on them?

This number signifies a limited quantity available in the store. Once they are sold out, they are sold out so please don’t ask us to add “under the table (round or not)” one just for you.

Troubleshooting

Who do I contact if I encounter a problem or need a refund?

Contact us at support@citystateentertainment.com. If this is in regard to a purchase, please provide your: Name Username Transaction ID (If your purchase is not in your purchase history, you can get your ID from Paypal) Transaction Date

I'm not receiving my email confirmations when I make a purchase. What should I do?

First check your spam folder, especially if you are a GMAIL user. Second, verify the email you are expecting to receive emails on has been added to your CSE account. You can verify this through the CSE Account Settings link in the store.

Why am I only seeing Builder-level tiers and not the Founder tiers?

If you backed the game during the Kickstarter campaign, you should see Founder and Builder tiers. If you backed after our Kickstarter, you will only have Builder tiers available. If you are a Founder and not seeing Founder's tiers, please contact support.

I never received an email to link my pledge to my account.

Upgrades and combines will not generate a link. These are automatically added to your account. If you are still expecting an email, double-check your purchase history to verify the sale went through. You may also have a “link pledge” notification waiting for you there. If you still think there is a problem, contact us at support@citystateentertainment.com.