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[Alexander Garden]

Release Dates and Eligibility Information

Q: What are the release dates for the Phoenix Hawk variants?
All Phoenix Hawk variants will all be released to eligible pilots (according to their purchased packaged tier) starting on the same day:

• Phoenix Hawk (all variants): June 21st 2016

Q: What are the release dates for the other items in my Phoenix Hawk Pack, such as the Banked Premium Time?
The additional items included in the Phoenix Hawk Packs, such as the Cockpit Items and Banked Premium Time, will be injected into your account at the same time as the Phoenix Hawk 'Mechs themselves (starting June 21st 2016).

Q: Someone gifted me a Phoenix Hawk Pack, which I’ve redeemed successfully through the Redeem Portal. When will I receive my Phoenix Hawk?
Delivery of items received from a Phoenix Hawk Gift Code will also begin starting June 21st 2016.
Gift Codes that were purchased within the Early Adopter Reward window of eligibility do qualify for the rewards, even if they're redeemed outside the eligibility window. However, Early Adopter Rewards are only injected automatically by the database into eligible accounts on the specific date of the Early Adopter Reward release.
Therefore, any granting of Early Adopter Rewards for special Gift Code cases will need to be handled manually by Support services, so please send off an e-mail to accounts@mwomercs.com if you want to inquire about Early Adopter Reward eligibility for your Gift Code.

Q: When will Phoenix Hawk Early Adopters receive the Early Adopter rewards?
Purchases processed and received before March 31st at 11:59:59 PM PDT (April 1st 6:59:59 AM UTC) will be eligible for receiving the following Early Adopter Rewards at the same time as the release of the Phoenix Hawk:

• x3 Special Cockpit Items
  
• Crusader Pattern Unlocked for Standard, Special, and Hero Phoenix Hawk variants
  
• x2 Weapon Modules
  
• x2 ‘Mech Modules
  
• 6.5 Million C-Bill Bundle

* Please note that depending on your transaction method, processing delays may result in a final processing time that falls after the above cutoff time. To help minimize the potential impact on Support services we request that you try to compensate for any processing time that may be associated with your payment method to help ensure your automatic eligibility for the Early Adopter Rewards.

Q: When will the Phoenix Hawk variants be available for purchase in-game with MC or C-Bills?
MC Release Date: September 6th 2016
C-Bills Release Date: October 4th 2016

Q: Has a sale end date been announced?
The Phoenix Hawk should be available for purchase indefinitely, but the Early Adopter Reward eligibility window is determined according to the dates listed here and on the Phoenix Hawk page.

• Early Adopter Reward Deadline: March 31st at 11:59:59 PM PDT (April 1st 6:59:59 AM UTC)

Q: Can I upgrade from one Phoenix Hawk Pack to another?
Yes, you may upgrade from a Standard Pack order to a Collector Pack at any point for the duration of the sale.

Q: If I upgrade from Standard, purchase the Hero Add-On, then upgrade to Collector, will I be able to acquire a second copy of the same Hero Add-On I already bought?
No. You can only acquire a Hero Add-On once.

Q: If I upgrade from Standard to Collector, will I be receive duplicates of the items in the Standard Pack?
No. Upgrading to the Collector Pack will only provide you specifically with the additional items featured in the Collector Pack, such as the [S] variant, an additional 30 Days of Banked Premium Time, and additional instances of the Cockpit Items. Upgrading to Collector essentially provides you with the difference between the two tiers.

Q: Can I acquire a Hero variant without getting a Phoenix Hawk pack?
Until its release for MC purchase at a date to-be-decided, the Hero Phoenix Hawk variants are only available as Add-On's to the Standard or Collector Phoenix Hawk Pack.
Attempting to redeem a Gift Code for a Hero variant will not succeed (the Gift Code will not be redeemed).

Q: What is the Ultimate Pack?
The Ultimate Pack is essentially just a way to purchase all of the Phoenix Hawk Packs and additional variants at once, without needing to process individual transactions for each of them.
It is not a discount/bundle pack; purchasing all of the items individually costs the same as purchasing just the Ultimate Pack (though you might save a few bucks in transaction fees, depending on your purchase method).

Q: Can I upgrade from a regular pack to the Ultimate Pack?
The Ultimate Pack does not support upgrades from existing packs. Attempting to purchase the Ultimate Pack after already owning a Standard or Collector Pack will prompt you to purchase the remaining items individually.

[Alexander Garden]

General Questions

Q: Which Variant of the Phoenix Hawk will be the Special [S] Variant?
The Collector Pack will include an exclusive PXH-1 [S] Variant, featuring a 30% C-Bill Boost and a custom Pattern.

Q: Can Phoenix Hawk Packs be gifted to others? I.E. Can I buy this for a friend?
Yes! The Phoenix Hawk Packs will be available for purchase as Gift Codes through the MechWarrior Online Gift Store.
Gift Codes for the Hero Add-On Packs can only be redeemed if the account already has a Standard or Collector Pack. Attempting to redeem a Hero Gift Code without owning one of the required Packs will simply return an error, and the Gift Code will remain active.

Q: If I buy a Gift Code in time for the Early Adopter Rewards, but my recipient doesn't redeem it until after the deadline, will they still receive those Early Adopter Rewards?
Gift Codes that were purchased within the Early Adopter Reward window of eligibility do qualify for the rewards, even if they're redeemed outside the eligibility window. However, Early Adopter Rewards are only injected automatically by the database into eligible accounts on the specific date of the Early Adopter Reward release.
Any granting of Early Adopter Rewards for special Gift Code cases will need to be handled manually by Support services, so please send off an e-mail to accounts@mwomercs.com if you want to inquire about Early Adopter Reward eligibility for your Gift Code.

Q: Do I need empty Mech Bays in preparation for receiving my 'Mechs?
Each Pack comes with all the Mech Bays required in order to house your newly acquired 'Mechs.

Q: What is the difference between a Special Variant and a Standard Variant?
The Special [S] Variant gives you a 30% C-Bill Boost when using that 'Mech. Standard Variants do not include this C-Bill boost.
The Special [S] Variant also come with a unique Pattern, which cannot be acquired or applied to other 'Mechs.

Q: Will I be able to acquire Standard versions of the Special Variants?
Yes, these will be released for purchase in-game with MC and C-Bills according to the release dates provided earlier in this FAQ.

Q: Will the Standard versions of the Special Variants have the same C-Bill Boost and unique Pattern?
No. The Standard Variant versions of the Special [S] Variants will not have the 30% C-Bill Boost, nor will they have the unique Pattern.

Q: Can I remove the unique Pattern from Special [S] Variants to apply other Patterns?
Yes!

Q: If I remove the unique Pattern from a Special [S] Variant, can I re-apply it to that 'Mech later?
Yes, and there would be no cost in re-applying it. However, you can only apply that unique Pattern to the Special [S] Variant! You cannot apply that unique Pattern to any Standard Variants or other 'Mechs.

Q: Can I apply custom colours to the unlocked channels of the unique [S] Variant Patterns?
Yes!

Q: Can I sell my Special or Standard Variant 'Mechs?
[S] Variants are locked to their Mech Bay and cannot be sold in-game. These are the Variants designated with an [S].
Standard Variants may be sold normally, freeing their Mech Bay for use with another 'Mech.

Q: If I sell my Standard Variants, can I re-purchase them?
You can sell your Standard Variants at any time, but you will only be able to re-acquire them when they become available for MC and C-Bill Purchase according to the release dates above.

Q: What guarantees can be made about the balance of these Mechs?
Only that we will try to provide as fair an experience for all players, Clans and Inner Sphere alike. This may mean "nerfing" or "buffing" some weapons or adding Quirks to the 'Mechs at a later date.

Q: What are the Hardpoint details?
Hardpoints and other 'Mech details can be found towards the bottom of the Phoenix Hawk page.

Q: What are the Quirk details?
Any Quirks for the Phoenix Hawk variants will be determined closer to the ship date, when we can test and tune them to make the Phoenix Hawk a fun and viable experience.

[Alexander Garden]

Collection Incentives, Monthly or Early Adopter Rewards, and Faction Content

Q: Will there be Faction Content for the Phoenix Hawk?
No.

Q: Will I be able to choose when to begin my Premium Time?
Yes. All Premium Time acquired as a result of a Collection purchase will be added as your Banked Premium Time. Any previously Banked Premium Time will be combined with the newly acquired Premium Time.
A button in the client allows the one-time activation of all your Banked Premium Time.
In order to activate Banked Premium Time in 30-day increments, you must do so through the 'Activate 30 Days of Premium Time' option in your website profile here.

Q: If I already have Premium Time activated on my account, will I still have the option to begin my Banked Premium Time at my discretion?
Yes. If you're currently enjoying Active Premium Time you will still have the option of manually starting Banked Premium Time received through this Collection.

Q: What are the release dates for the other items in my Phoenix Hawk Pack, such as the Banked Premium Time?
The additional items included in the Phoenix Hawk Packs, such as the Cockpit Items and Banked Premium Time, will be injected into your account at the same time as the Phoenix Hawk 'Mechs themselves (starting June 21st 2016).

Q: What does the Phoenix Hawk War Horn sound like?
We intend to have a preview of the Phoenix Hawk War Horn added to our SoundCloud page at a later date. Once it is released you can also preview the Phoenix Hawk War Horn inside the game client, through the Cockpit Item screen.

[Alexander Garden]

Payment Information

Q: Which payment methods do you accept?
For direct credit card transactions we currently accept Visa, MasterCard, and American Express. Credit cards that are not accepted for direct transactions, such as Discover card, are usually functional when processed using a standard or guest PayPal account as an intermediary. We also accept most other major payment options through our current Global Payments option.
Payment options vary by country. Please click the Contact Us button at the bottom of the payment portal or contact Piranha Games support directly at billing@mwomercs.com if you have a specific payment question.

Q: Where is the payment option I previously used?
Due to a transition of our payment services, several payment options are still being freshly contracted out to PGI. We hope to make them available again as soon as possible. Please click the Contact Us button at the bottom of the payment portal, or contact Piranha Games support directly at billing@mwomercs.com if you would like to inquire about a missing payment option.

Q: Will this Collection be available for purchase worldwide?
Yes, except where prohibited by law.

Q: What can I do if I have encountered a problem with my purchase?
Please click the Contact Us button at the bottom of the payment portal or contact Piranha Games support directly at billing@mwomercs.com and our Support services will be happy to help you out. Please provide them with as much information as possible, such as a summary of the issue, the items being purchased, and the payment method being used.

Q: The payment portal looks different than it used to. Who or what is Xsolla?
Xsolla is a global payment processor with a specific focus on providing payment infrastructures for videogame developers and publishers. Their customer support network is unparalleled, and we have been extremely happy with their performance since our recent transition.

Q: Why can't I seem to process a successful transaction using PayPal Credit?
PayPal Credit is currently not supported, but we are working with Xsolla and PayPal to resolve this problem. Please see this post for more details.

Q: Am I able to get a refund for my Collection if necessary?
Refunds are granted without issue in cases where none of the Collection content has yet been delivered. If your Collection content has been partially or fully delivered prior to the refund request, particularly in cases where some or all of that content has been consumed or used since its delivery, refund eligibility is not guaranteed and must first be evaluated and approved by Support services.