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Bungie Answered

Server crash and no gear refund

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Unit
The server crash happened to me mid game like everyone else. When the servers came back on, I logged on an hour later and the very first message that popped up asked me if I wanted to wait to reconnect to my same game (which was long over given it was an hour later) or return to the main menu and sacrifice my loot. Given all the social media posts from people saying their loot was refunded, I chose the main menu thinking I would get my stuff back anyway. I lost my miseriah, purple shield, etc which is just so frustrating. Pls refund me I know I’m not the only one with this issue too.
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  • Official comment
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    Bungie Support
    Marathon Support
    (Edited )

    Hi there,
    Thank you reaching out.

    We’re aware of reports involving disconnects during server issues, including cases where players later saw the “Continue Waiting” prompt after the run had effectively ended, and that behavior is under investigation.

    For lost gear, Support isn’t able to manually restore loot or progress. When a qualifying server-side error occurs, any refund that can be offered is handled automatically by the game systems rather than manually through Support. Gear refunds only apply to a subset of server error conditions, and Bungie attempts to return starting gear for affected players when those conditions are met.

    If you haven’t already, please reply with your Bungie Name (including the 4 digits), platform, and the approximate date/time this happened. If you have a clip of the incident, please include that as well, upload it to Youtube, and we will be glad to take a closer look.

    You can also reference the Marathon Server and Update Status page here for maintenance timing and future windows: Marathon Server and Update Status.
    https://help.marathonthegame.com/hc/en-us/articles/39001626488596-Marathon-Server-and-Update-Status

  • Avatar
    Unit

    Bungie name: Unit#2955
    Platform: Xbox
    Time: 5/26/26 approx 1am PST

    I don’t have a clip of the issue. So are you saying there’s no resolution for my gear refund?

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  • Avatar
    Sapper

    Bungie Name: Sapper#0561
    Platform: PlayStation 5 Pro
    Time: 5/26/26 approx 2/3am Central time

    Here are my clips: lol my 45k Cyro 6 key and golden loadout 😭

    https://youtu.be/rj6YNja8Alc?si=EokrkxCiaLxb467B

    https://youtu.be/TNfQLE0u3VE?si=VmYWZDoMW9eOmTwW

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