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[URGENT] Game has been completely wiped and no response from Roll20 support

<a href="https://app.roll20.net/campaigns/details/11872320/eebs-grand-adventures" rel="nofollow">https://app.roll20.net/campaigns/details/11872320/eebs-grand-adventures</a> Last Thursday, we found out that the Roll20 game that we play in had been completely wiped. My DM submitted a ticket to the Roll20 team in order to try to have them do a rollback, but they have not responded. My DM was not the owner of the game, so he couldn't immediately do a rollback. We got in contact with the owner of the game, who did perform a rollback, but it was rolled back all the way to early November. Since November, we've made it to the end of Curse of Strahd, and my DM has already prepared everything for the castle and the rest of the game, which he said he spent countless hours doing. In addition, our characters are five levels higher than they were in November, and there's one entirely new character since a party member died. Also, in preparation for our next campaign, additional prep work was done and most of the players already had their new characters made all in the same game. My DM has now become the owner of the campaign through a successful game transfer request, but even he can't roll the game back to anything after early November. My DM has sent another message to the Roll20 devs and has yet to get any response on this time sensitive issue. From my understanding, the system stores 7 days of data, and we're quickly approaching Thursday, which I don't even know if that was the day the game was wiped. Please help, we don't know what to do.
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Edited 1711470343
Gauss
Forum Champion
Hi Justin,&nbsp; Please have the DM post here.&nbsp; Additionally, the ticket number may help.&nbsp; Finally, did your DM get a confirmation email when they sent the ticket? If not the ticket probably didn't get sent properly.&nbsp;
Hi there, I am the DM in questions and what my player said is true. I've tried everything in my power but I can't get back anything after the 17th of November. There's a lot of work for this and the next campaign I already put in that I lost so it would be amazing to get that all back.
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Gauss
Forum Champion
Pep, I posted some questions above. If you can answer them that may help.
Sorry didn't see that, the ticket number is 212232 and I did get a confirmation email yes
1711471135
Gauss
Forum Champion
I have informed the Devs, if you don't hear from them today please let me know.&nbsp;
Hey folks, Sorry for the delay on this issue. It was being actively investigated prior to response, but a form of "in progress" update should have been provided. Apologies for that! To share, we believe that we were able to recover the game in question. The issue that occured stemmed from a quirk in the Cold Storage feature which only considers activity by the creator of the game. So while the players and co-GMs may be using a game, if a creator does not load or access that game, it can still be placed into Cold Storage. The complicating factor here is that fact was not caught when the game was first transferred and the initial rollback attempts resulted in the prompt about cold storage no longer being visible. The cold storage copy still exists, but isn't accessible in this state. Our devs are aware of this and have it on our radar for a fix in the future. A member of the support team reached out to those tickets with a similar update and some links to review that cold storage version.
It's been fixed now, thank you so much for your help on behalf of me and my players!
All of my games are empty as well. I spent an immense amount of time building my games and creating maps with all the premium assets I've purchased. I took a bit of a hiatus from gaming, and now all of the work I had done is all gone. All the character sheets and art are gone as well. How to get it all back?
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keithcurtis
Forum Champion
Marketplace Creator
API Scripter
Hi&nbsp;Heriziark! Your best bet for dev response is to file a&nbsp; Help Center Request . With any luck they should be able to sort this out.