Bungie Answered
Got stuck in infinite Queue and lost gear
Hi there, me and my teammates were just queueing for Cryo and got stuck in it for 30 minutes with no match or error or anything.
We tried to close the game and when reopening we reconnect but nothing changed so I had to close the game and intentionally go to Lobby to get out of the infinite queue but we lost gear.
My teammates were fully equipped with golden gear (goldern bully, golden misraih, golden reinforced armor, bag, cores and so on) while i had full purple.
I also have video proof of the gear we had and the queue length (up until I left and tested the outccome).
Any chance we can get our gear back? like.. we either get stuck in infinite queue and never play again or lose the gear.. wow
2
Comments
Hello there,
Thank you for reaching out and reporting this issue.
We’re not able to restore items or progress lost due to disconnects, lag, or other connection issues. In cases where a qualifying server‑side error happens, any refunds that can be offered are handled automatically by the game systems, not manually through support.
In the event that an error occurs with Bungie’s server or network infrastructure, connection recovery may not be possible. We will attempt to ensure that any players affected by a server error will have their starting gear returned to them.
Gear refund only applies to a subset of server error conditions, and will not cover gameplay losses due to Internet connectivity or client-side problems.
To reduce the chance of this happening again, I’d also recommend going through general network troubleshooting (wired connection if possible, router/modem restart, closing bandwidth‑heavy apps, etc.) before starting higher‑stakes runs like Cryo.
https://help.marathonthegame.com/hc/en-us/articles/39001647855380-Marathon-Network-Troubleshooting-Guide
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