Digital invites are out!
about 1 year ago
– Fri, Dec 20, 2024 at 08:10:06 AM
Greetings Crusaders,
As many of you have already noticed, invitations for digital rewards have been sent!
If you already have a MMF account that uses the same address as Kickstarter/Backerkit the files are already in your library.
If you didn’t have an account or had one that using a different email address from Kickstarter/Backerkit you should have received an email to redeem the files. Please check your inboxes. Be sure to check your spam folders, promotional tabs, etc.
Missing files
If you think anything is missing from your rewards please check your order first to make sure you did purchase said files.
If there is an issue with the files that you’ve received, please fill out the form here and we’ll get things sorted out ASAP.
Please remember that there are a lot of you and there is both the weekend and the holidays coming up. So depending on when you contact us, it may take some time to resolve any issues.
The Scripture Guardian
As this is a mini that all backers are receiving, things will go a lot faster if we leave it out for now. As it doesn’t have rules yet, it’s obviously not a priority. You’ll all have plenty to be getting on with. We’ll probably send this out after the Xmas holidays, once everything has calmed down a bit.
The STL files
The files you’ll have access to contain both unsupported and supported (STL/LYS) versions.
All the minis have been checked, professionally supported by Atlas and test-printed by multiple sources with different types of printers and resins.
That doesn’t mean that there won’t be errors or small issues that may crop up. One of the great things about digital distribution is that it’s very easy to fix any errors!
Should you find any issues with the file contents such as models missing from a warband or bundle, missing or faulty parts, scale issues, corrupted files etc, just drop us a note in the comments here and we’ll get it sorted ASAP. Once it’s fixed you’ll just have to redownload the file from MMF.
Should you encounter any problems with supports or printing the models, however, we’re going to direct you to our friends over at ATLAS.
ATLAS 3DSS
For those of you who don’t know them, Altas 3DSS are one of the best providers of supports for digital miniatures out there. Their supports are generally engineered to be as economical as possible whilst ensuring a very high success rate.
On top of this, they have an amazing customer service team over on their Discord server. They’ve created a special channel just for Trench Crusade where you can report any issues you have with the supported files. If you have any issues, just drop them in there and they’ll look into it for you.
Additionally, they’re more than happy to assist with any 3D printing woes you have. Sometimes failed prints may not be coming from the files but your printer’s settings. They have a whole host of resources over there for you to check out as well as some real experts to help troubleshoot so don’t hesitate to go and ask if you need some help!
Latecomer invitations
Rest assured that this will not be the only time we send out invites. If there has been an issue with your order or payment which means that you’re not part of this initial wave, rest assured that we will still get your files to you. We’ll do another round of invites on Monday, so please make sure that your pledge is correct by then.
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Thanks everyone and enjoy printing/painting/playing!
Digital files delivery guide.
about 1 year ago
– Thu, Dec 19, 2024 at 10:23:47 AM
Greetings Crusaders,
Or more specifically digital Crusaders as today we’re going to talk about getting your virtual paws on the STL files!
Please read the following guide attentively. It will answer 99% of questions you may have!
MyMiniFactory
Everything here will be taking place on MyMiniFactory which is the premier online platform for 3D printing in tabletop gaming. The team there has done an amazing job at getting everything ready and we’d like to take this opportunity to publicly thank them for all their hard work and support!
This will be the only way to get access to your files. Sorry, but there will be no Dropbox or Google Drive. You must go through MMF. Rest assured though, it’s a simple process.
Invites
MMF will be sending out emails Friday the 20th of December just before midday (GMT+1).
The email will come from [email protected]
Like with the Pledge Manager invites, these may take a few hours to send out so you may not get yours immediately. If your pledge was showing as locked and paid on Backerkit before this update was posted, you WILL be sent an invite.
If your invitation doesn’t look like it arrived, please check your spam folders as well as “promotional” tabs on email clients like Gmail.
All invitations will be sent to the email address linked to your Backerkit account, so please check your account on Backerkit if you’re unsure.
Clicking on the link inside will take you to MMF’s site and what happens next depends on whether you already have an account or not.
If you have an MMF account and it uses the same email address as your Kickstarter/Backerkit account.
Your files will be available in your library immediately.
If you have an MMF account but it doesn’t use the same email address as your Kickstarter/Backerkit account.
Following the invite in the email will take you to your account where you’ll be able to redeem the files.
If you do not have an account or are not logged in.
You will be prompted to create an account or log in. As soon as this is done, you’ll find the files in your library.
This means that if you already have a MMF account, it doesn’t matter if it’s not the same email as your Kickstarter account.
And now the files are yours. It really is as easy as that!
Latecomer invitations
Rest assured that this will not be the only time we send out invites. If there has been an issue with your order or payment which means that you’re not part of this initial wave, rest assured that we will still get your files to you. Future waves of invites will be going out on Mondays.
Finding your files
Once you’ve redeemed them you can find your files by going to Your account -> Library -> Frontiers and Campaigns -> Trench Crusade.
Everything should be present with one exception:
The Scripture Guardian
As this is a mini that all backers are receiving, things will go a lot faster if we leave it out for now. As it doesn’t have rules yet, it’s obviously not a priority. You’ll all have plenty to be getting on with. We’ll probably send this out after the Xmas holidays, once everything has calmed down a bit.
Missing files
If you think anything is missing from your rewards please check your order first to make sure you did purchase said files.
If you are indeed missing anything, you can message the MMF team via their platform and they’ll work with us to get you sorted ASAP.
Please remember that there are a lot of you and there is both the weekend and the holidays coming up. So depending on when you contact us, it may take some time to resolve any issues.
The STL files
The files you’ll have access to contain both unsupported and supported (STL/LYS) versions.
All the minis have been checked, professionally supported by Atlas and test-printed by multiple sources with different types of printers and resins.
That doesn’t mean that there won’t be errors or small issues that may crop up. One of the great things about digital distribution is that it’s very easy to fix any errors!
Should you find any issues with the file contents such as models missing from a warband or bundle, missing or faulty parts, scale issues, corrupted files etc, just drop us a note in the comments here and we’ll get it sorted ASAP. Once it’s fixed you’ll just have to redownload the file from MMF.
Should you encounter any problems with supports or printing the models, however, we’re going to direct you to our friends over at ATLAS.
ATLAS 3DSS
For those of you who don’t know them, Altas 3DSS are one of the best providers of supports for digital miniatures out there. Their supports are generally engineered to be as economical as possible whilst ensuring a very high success rate.
On top of this, they have an amazing customer service team over on their Discord server. They’ve created a special channel just for Trench Crusade where you can report any issues you have with the supported files. If you have any issues, just drop them in there and they’ll look into it for you.
Additionally, they’re more than happy to assist with any 3D printing woes you have. Sometimes failed prints may not be coming from the files but your printer’s settings. They have a whole host of resources over there for you to check out as well as some real experts to help troubleshoot so don’t hesitate to go and ask if you need some help!
Post PM closing update #3
about 1 year ago
– Thu, Dec 19, 2024 at 04:06:48 AM
Greetings Crusaders,
Another quick update today. All pledges that were in order as of this morning have been locked and charged as promised.
Orders not yet locked and charged
For about 125 of you, your order hasn’t been locked. This will be because your survey is incomplete or there is an outstanding amount to be settled via Paypal.
Paypal backers, you have to go into your account yourselves and settle this manually. We cannot charge paypal accounts automatically like with CC cards.
If you have already paid a certain sum and are wondering where this additional charge is coming from, it will either be because you made the previous payment before the tax settings were corrected. Please see our previous updates for more info on this.
Declined cards
There are about 400 cards that have been declined. In most cases the card is declined due to insufficient funds or the charge is flagged as fraudulent by the bank, which may not require updates to the card itself.
Be sure to contact your bank to check what the issue may be. If needed, you can also switch to paying through Paypal if needed.
Paypal Refunds
For those of you with outstanding credits on your BK account, these will be refunded automatically shortly. You don’t need to do anything.
Next steps
MyMiniFactory has done an excellent job setting up the delivery of digital files. If you order was locked and paid before this update went live, your info has already been passed on to them and, barring any unforeseen circumstances, delivery is imminent. More info coming soon but if your weekend didn’t already involve watching a build plate go up and down, it will soon.
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Completing your survey
What happens if I don’t complete my survey?
If you read this after the cut-off date, don’t panic! Your pledge isn’t locked down or lost yet! You can still fill out your survey via the link provided previously or by visiting this link. However there may be delays in getting your rewards:
Digital rewards: We’ll be doing a fresh export of backers every week or so (Xmas holidays permitting), so you’ll have to wait until your order can be processed and attributed to you.
Physical rewards: You may be contacted after the initial wave for shipping confirmation which will put your order to the back of the line.
The hard cut-off date for the PM is the 5th of January 2025.
After this date we will not be able to fulfil your pledge and it will be considered a donation.
Where is my survey email?
If your invitation doesn’t look like it arrived, please check your spam folders as well as “promotional” tabs on email clients like Gmail.
All invitations will be sent to the email address linked to your Kickstarter account, so please check your account here on Kickstarter if you’re unsure.
You can go to this page on Backerkit to have your survey resent if you have lost it.
Please do all of the above BEFORE contacting us to ask for assistance.
If you cannot access your email or need to have it changed for any other reason, you can contact us here and we will make the changes for you.
Apple Pay IDs
As a reminder: Backers who have pledged to the campaign using their AppleID but haven't completely set up their Apple Pay account (linking their email address to their Apple Wallet) will have issues receiving their emails from BackerKit. Please contact us here and provide us with an alternative email address.
Post PM closing update #2
about 1 year ago
– Wed, Dec 18, 2024 at 02:08:07 AM
Greetings Crusaders,
A quick update today about order lockdowns.
Can you confirm my order is complete?
If you receive an email or visit your account and see that your order is both locked and the balance is $0, then all that’s left to do is kick back and relax whilst we work on getting your rewards to you.
Why is my order not locked yet or my card not charged?
Do not be concerned if you haven’t been charged yet, The locking and charging of cards is not a one and done thing. We’re working on it daily.
Here are a few reasons why your order may not have been locked yet. Generally it’s a pretty easy fix.
You paid last week via paypal.
Up until Friday evening Backerkit was still implementing new tax rates following the rebate on the books which meant that only Add-ons were showing with taxes.
Therefore, if you paid last week with paypal, there’s a fairly good chance that you still have an outstanding balance on your account which would have appeared when these corrected rates were put into effect.
Unlike credit cards, we cannot force Paypal to automatically settle this. You need to do it manually by visiting your account.
Once that is done, and your account is showing a balance of $0, your order will no doubt be locked the following day.
You orderdered one of the pledge level Add-ons
As we mentioned yesterday, pledge level add-ons were not properly calculating taxes. This was only fixed late on monday.
Those of you concerned will have received an email about this. If you’re paying with CC, you don’t need to do anything if you’re ok with these extra costs, your cards will be charged tomorrow. If you paid with PP, you need to go back into your account and settle the outstanding cost.
Other
Backerkit uses a rules based filter system to isolate backers with issues like those mentioned above. If you’re not concerned by these, it’s possibly your order was caught in the filters as it can be quite tricky to be precise in situations like these.
As mentioned above, please check your account if you’re unsure. If you’ve provided your shipping and card details (or have already settled costs via Paypal so that the balance is $0) rest assured that if everything is good, your orders will be locked tomorrow at the latest.
VAT/Tax Clarification
The tax situation has been a bit confusing to say the least. Once again I apologise for this. As a reminder, or if you missed the updates, here’s a quick summary though don’t hesitate to read the previous updates if you’d like to know why we did this.
We ended up removing ALL taxes on books. However, we do still need to charge taxes on the minis, digital files and dice. We corrected the VAT system for these which were planned to go into effect last week but BK didn’t actually get them finalized until last friday.
Physical Minis
If you are based in the US or UK, you’re being charged taxes on the minis now as they are produced in your country and we will need to settle these with your local tax authorities.
For everyone else, you’ll be charged taxes by your local governments when they are shipped to you.
Digital Files
This came as a surprise to quite a few I know, but digital files are taxable apart from in a few countries and US states. As there is no “import” process for digital files, we have to collect taxes for them now and settle up with local tax authorities.
Dice
If you’re in the US, you’re being charged taxes on the dice now as they are produced in your country and we will need to settle these with your local tax authorities.
For everyone else, you’ll be charged taxes by your local governments when they are shipped to you.
And, to finish, the obligatory troubleshooting text:
What to do if my CC payment didn’t go through?
Wrong card details
If the credit card is declined, you’ll be reminded to update your card. The new card will be charged as soon as it’s updated.
Manually retrying cards
In most cases the card is declined due to insufficient funds or the charge is flagged as fraudulent by the bank, which may not require updates to the card itself. You can retry the charge to see if the issue is resolved and the card charges successfully. If it doesn’t, please contact your bank to check and approve the charge. Please note that the system cannot do this for you and we have no access to your payment details.
We will manually retry all cards every morning and evening.
What happens if I don’t complete my survey?
If you read this after the cut-off date, don’t panic! Your pledge isn’t locked down or lost yet! You can still fill out your survey via the link provided previously or by visiting this link. However there may be delays in getting your rewards:
Digital rewards: We’ll be doing a fresh export of backers every week or so (Xmas holidays permitting), so you’ll have to wait until your order can be processed and attributed to you.
Physical rewards: You may be contacted after the initial wave for shipping confirmation which will put your order to the back of the line.
The hard cut-off date for the PM is the 5th of January 2025.
After this date we will not be able to fulfil your pledge and it will be considered a donation.
Where is my survey email?
If your invitation doesn’t look like it arrived, please check your spam folders as well as “promotional” tabs on email clients like Gmail.
All invitations will be sent to the email address linked to your Kickstarter account, so please check your account here on Kickstarter if you’re unsure.
You can go to this page on Backerkit to have your survey resent if you have lost it.
Please do all of the above BEFORE contacting us to ask for assistance.
If you cannot access your email or need to have it changed for any other reason, you can contact us here and we will make the changes for you.
Apple Pay IDs
As a reminder: Backers who have pledged to the campaign using their AppleID but haven't completely set up their Apple Pay account (linking their email address to their Apple Wallet) will have issues receiving their emails from BackerKit. Please contact us here and provide us with an alternative email address.
Post PM closing update
about 1 year ago
– Tue, Dec 17, 2024 at 03:36:05 AM
Greetings Crusaders!
As promised, we locked down all completed orders last night. This took a LONG time so cards are only being charged this morning. You will get email updates as things progress.
If you receive an email saying that your order is locked and card charged then you’re good! You don’t have to do anything else for now! You can also check your account if you would like to make doubly sure.
What to do if my CC payment didn’t go through?
Wrong card details
If the credit card is declined, you’ll be reminded to update your card. The new card will be charged as soon as it’s updated.
Manually retrying cards
In most cases the card is declined due to insufficient funds or the charge is flagged as fraudulent by the bank, which may not require updates to the card itself. You can retry the charge to see if the issue is resolved and the card charges successfully. If it doesn’t, please contact your bank to check and approve the charge. Please note that the system cannot do this for you and we have no access to your payment details.
Pledge Bundle add-on issue
Because of course everything couldn’t go perfectly smoothly, it seems there was an issue with taxes being charged correctly for the pledge add-on bundles. These were only implemented properly yesterday just before we locked orders. To make sure that you were made aware of this change, if you included any of these items and it increased the tax costs on your order, then your order has not been locked or your cards charged so that you have time to review this. We will be contacting you with more details via email shortly. Our apologies once again for yet another issue with this, I can assure you it’s as tiring for us as it is for you all. Rest assured that this will not delay the delivery of your rewards, physical or digital.
Address changes
The shipping address you provided will be the one used to ship your books to you in June. Should you need to update your address, you can do this manually by visiting your account and changing it. Addresses will not be locked until just before orders start to ship and rest assured we will warn you all before that happens.
Paypal refunds
As mentioned in the previous update, those of you who paid via Paypal and now have outstanding credits, you’ll receive a refund automatically within the next week!
What happens if I don’t complete my survey?
If you read this after the cut-off date, don’t panic! Your pledge isn’t locked down or lost yet! You can still fill out your survey via the link provided previously or by visiting this link. However there may be delays in getting your rewards:
Digital rewards: We’ll be doing a fresh export of backers every week or so (Xmas holidays permitting), so you’ll have to wait until your order can be processed and attributed to you.
Physical rewards: You may be contacted after the initial wave for shipping confirmation which will put your order to the back of the line.
The hard cut-off date for the PM is the 5th of January 2025.
After this date we will not be able to fulfil your pledge and it will be considered a donation.
Where is my survey email?
If your invitation doesn’t look like it arrived, please check your spam folders as well as “promotional” tabs on email clients like Gmail.
All invitations will be sent to the email address linked to your Kickstarter account, so please check your account here on Kickstarter if you’re unsure.
You can go to this page on Backerkit to have your survey resent if you have lost it.
Please do all of the above BEFORE contacting us to ask for assistance.
If you cannot access your email or need to have it changed for any other reason, you can contact us here and we will make the changes for you.
Apple Pay IDs
As a reminder: Backers who have pledged to the campaign using their AppleID but haven't completely set up their Apple Pay account (linking their email address to their Apple Wallet) will have issues receiving their emails from BackerKit. Please contact us here and provide us with an alternative email address.
Next steps
As mentioned above, once your payment is confirmed you’re good!
Apart from chasing up any remaining issues with the PM I’ll be focusing on getting the Digital rewards out ASAP. The plan is still to have these done by Friday. I’ll put out an update with more details on how things will go down once I have confirmation.
Now that we’re finally getting to the end, I want to take a moment to thank you all for your patience and understanding during the PM process. I get that all the changes could seem pretty vague and confusing for which I apologise. Having to pivot to calculating and integrating taxes on such short notice was a painful experience that I hope I never have to put myself or you folks through again. I did the best I could and would like to also thank the BK team for all their support.
The most complicated part is now behind us though folks, you can enjoy your Xmas break with the knowledge that you’ll be off to the trenches soon enough!
For those of you with outstanding issues, rest assured that I’m not going anywhere and will be working over the holidays to make sure everyone is sorted ASAP!
Thanks folks!
