Dear Pottermore Community,
As many of you have heard by now, some Pottermore.com users have experienced challenges and frustrations relating to account deletions. Even though this situation has affected a small percentage of our audience, we take your concerns very seriously and we apologise to members of the Pottermore community who have been impacted.
Here are a few key facts to know:
- We identified a technical bug that was causing a delay in processing user-requested account deletions. We began our correction process in May 2014, working through a backlog of user accounts that needed to be deleted.
- In some cases, the delay meant a lag of several months between when users requested for their account to be deleted, and when the accounts were actually deleted. We have significantly decreased this delay and we are working to eliminate it completely. We will notify the Pottermore community when the situation is completely resolved.
- As part of working through this backlog some members of the community may notice a reduction in the number of their Pottermore friends – don't be alarmed – large numbers of people aren't suddenly leaving Pottermore – this is simply as a result of the account deletion backlog described above.
- We are also in the process of determining if any user accounts were accidentally deleted as has been suggested by some members of our community. The Pottermore community will be informed as soon as we have more complete information about this.
- When users choose to leave Pottermore.com we will no longer deduct their hard earned house points from the house that they have left so that the wider Pottermore community is not impacted by account deletions.
Queries about account deletions
Any member of the Pottermore community who has had his or her account deleted and does not recall requesting for an account deletion can alert us by visiting the help section of our website. Please click on "need more help" in the "Next Steps" section and complete the short form.
Remember, we can only correspond about your own account and we are unable to disclose another user's account status (except for the parents of children).
What's next?
Over the next several days and through the coming weeks we will be communicating with the Pottermore community through this section of our website and assorted social media channels to inform you about our progress resolving the account challenges and answer any further questions you may have.
Thank you for your loyalty and feedback. We are listening to you and we are committed to creating the best Pottermore.com experience for all visitors.
Sincerely,
The Pottermore Team