[Known Issue][May 2025] Ongoing Performance Issues

By EchOw, 21st May 2025 12:47:27
15



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,

Here is a new update on the current situation after the migration:

↪ Emails issue: Good news, the game is finally able to send out emails to almost everyone!
We are still having issues with Yahoo email addresses. The team is on it, but the rest is fine. You should now be able to confirm your email address or reset your password, for example. Please remember to check your spam folders if you haven't received an email in your inbox.

↪ Missing payment methods: The team is still working on getting Xsolla back as soon as possible. However, right now, we cannot guarantee that it will happen before the end of May Packs, unfortunately. Paysafe should arrive even later. We know how inconvenient it can be for some of you, and we are really sorry about that! Rest assured that the team is doing its best.

↪ Global compensation: We're still on it! The detailed amount and content will be finalized by the end of the week. Hopefully, we will be able to send it out next week.

↪ Test servers: The team is still working on it, hopefully they can reopen next week.

↪ The team is also working on other issues, which are less visible to you, affecting our internal tools.

Step by step, things are getting back to normal.

Thank you for your understanding!default smiley (ow)
The Howrse Team




Hello everyone,

Here is an update on our focus for the week:

↪ Test servers: Still work in progress and our #1 priority this week since we need to test features for the next update. We hope to be back up and running by the end of the week, but nothing is set in stone.

↪ Missing payment methods: We are still working on getting Xsolla back up. We know how inconvenient it can be for some of you, especially since May Packs are ending tomorrow. We are really sorry about that! Sadly, we can't guarantee it will be back up before the end of the week.

↪ Global compensation: We are still working on the final details. It will include a variety of items and resources to thank you for your patience during the bumpy migrations.

↪ Performance issues: We noticed an increasing number of reports signaling frequent blank pages, maintenance pages, and other display issues. It seems to affect multiple versions. We are investigating a bit deeper and will provide you with an update next time.

Thank you for your understanding!
The Howrse Team




Hello,

Here is an update on the current situation after the migration.

↪ Performance issues: We are aware that there are still some performance issues, affecting the French servers in particular and also the other versions. This is being investigated as a priority. However, the team still has some difficulties finding the origin of the issues. The metrics we have on our side don't reveal any performance issues, unfortunately.

To help the investigation, we could use more information regarding the issues you encounter:
• On what version?
• If there are specific times you are having issues?
• On what specific pages of the game?
• Screenshots could help as well.

Please share this information with us.

↪ Test servers: The test servers are back up and running (but only for FR, DE, and INT at the moment).

↪ Email issue: Emails should be working for everyone now (but might still land in your Spam folder). Please send a ticket to Support if you still aren't receiving emails.

↪ Missing payment methods: Xsolla is back now and should give you plenty of additional payment options. There is no update regarding Paysafe at the moment, as it isn't our priority.

↪ Global compensation: We're still on it, the detailed amount and content have been finalized. The developers will code the script when there is enough bandwidth - hopefully this week, but there is no guarantee.

There are also other issues the team is working on in the background, but things are progressively getting back to normal.

Thank you for your understanding, and have a nice week!
The Howrse Team




Hello,

Here is an update on the current situation:

↪ Compensation: The compensation was already distributed. We're glad to see that you're happy with it!default smiley (ow)

↪ Performance issues: While there have been some improvements lately, we are aware that there are still some performance issues. The team is actively investigating and working on these issues. Please continue sharing your experience regarding performance.

↪ Reminder: If you encounter other technical issues or bugs, please submit a ticket to Support. It helps the team track and resolve issues more efficiently.

Thank you for your patience!
The Howrse Team
 
EchOw
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By 1-kEiRa-1, 2nd June 2025 19:11:41
6
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
3
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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By Sylaise, 3rd June 2025 15:54:51
4
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
4
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
7
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
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By AnnacondaBanana, 5th June 2025 22:44:13
6
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
4
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
1
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
1



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
3
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
3
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
9



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
2
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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By Dusty Rose farm, 6th June 2025 21:11:10
Hey! I had a previous account that I’m really trying to log back into because I put so much work in it but I need to reset my password and the link is not going to my email. I have gotten emails from the game but not the link to reset my password. Also, it keeps logging me out of the game. I’m not sure if that’s caused by updates, but I end up having to login almost every time I open it.

Hopefully it can get figured out soon because I really love this game!default smiley (l)
Dusty Rose farm
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By Altaïr Ibn-La'Ahad, 7th June 2025 00:22:12
Dusty Rose farm wrote:

Hey! I had a previous account that I’m really trying to log back into because I put so much work in it but I need to reset my password and the link is not going to my email. I have gotten emails from the game but not the link to reset my password. Also, it keeps logging me out of the game. I’m not sure if that’s caused by updates, but I end up having to login almost every time I open it.

Hopefully it can get figured out soon because I really love this game!default smiley (l)[


If your account has not been accessed for over 180 days, it may have been deleted due to inactivity.
If you are 100% sure your account is still active, delete the new one immediately, and instead click Contact Us, which can be found at the bottom of EVERY page, even if you cannot log in, and send them a ticket.
2 accounts per person on one server aren't allowed.
Altaïr Ibn-La'Ahad
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By looloo98, 7th June 2025 03:18:47
Really hoping email verification issues are resolved before the May packs leave on the 18th. Can we get any reassurance on this?
looloo98
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By looloo98, 7th June 2025 03:22:19
1
^ Just re-read it should be fixed by next week. Fingers crossed!
looloo98
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By Ruffian, 7th June 2025 12:09:01
1
Lagging this morning. Five seconds for grooming or feeding.
Ruffian
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