Our Contact Form Is Fixed Now

Dear community,

This is Samuel writing to you with an important update. There have been some issues with email deliverability this year, causing a number of website inquiries to go unanswered. This issue was limited specifically to our website contact forms, and didn’t affect messages sent through Discord, social media, or direct email.

The issue is now resolved, and I want to explain what happened, why it occurred, and what we’re doing to ensure it never happens again.

What Happened and Why

Starting early in 2025, possibly even late last year, a number of messages sent via our website contact forms were not reaching my inbox. Several factors contributed to this.

Our main email platform, Klaviyo, required us to change the sending domain from PrinceArmory.com to PrinceArmoryAcademy.com. It’s a small but important compliance detail to ensure links in emails come from the correct domain. We made the swap, but unfortunately, this triggered a chain of missed email connections.

On top of that, we’ve faced persistent cyber attacks for several years. These include spam floods, spoofed emails, and brute-force login attempts on multiple accounts. While most of this traffic is automated, it forced us to apply aggressive spam filters, sometimes too aggressive, which resulted in legitimate inquiries being flagged or lost.

Why We Didn’t Notice Sooner

Because we were still receiving a steady flow of messages via Discord, social media, and direct email, the gap wasn’t immediately obvious. It wasn’t until recently, while reconnecting our Microsoft Exchange accounts and auditing logs, that we realized how many messages had slipped through.

Like many small teams, we juggle multiple responsibilities, from designing and crafting to scripting tutorials and managing the academy. Between all of that and transitioning some tasks to new helpers, it became easy to miss what was happening behind the scenes.

Setting Expectations (and How the Community Helps)

Our operation is still quite small. I handle most inquiries myself, with the help of Ashley, our marketing helper (Lord Rahm, Master of Markets), and our developer (Lord Panther, Architect of the Digital Citadel). We don’t yet have a dedicated customer service team, but that’s something we’re steadily improving.

We also rely on our amazing community members and students to share knowledge and help one another through Discord. Often, you’ll get faster answers from other experienced crafters there than by waiting for an email reply.

What’s Changing Going Forward

To prevent this from happening again, we’re implementing several updates:

• Assigning Lord Rahm to monitor general inquiries.
• Assigning Lord Panther to assist with technical issues and order-related questions.
• Launching a new chat feature on our website for faster help.
• Introducing a Guild onboarding flow with clearer guidance for members.
• Adding automated email replies for newsletter and contact form submissions.

We’re also expanding our Heralds Program, a volunteer initiative rewarding community members who help others with crafting advice and troubleshooting.

Getting Help (Quick FAQ)

“I replied to a newsletter but didn’t get a reply.”
Replies to newsletters and automated messages aren’t monitored. A no-reply notice will be added soon for clarity.

“My pattern download link expired.”
Your downloads never expire, only email links might. To re-download:
Log in → Profile → My Downloads

We’re reinstating a “Quick Start Guide” in order confirmations for easier access to your resources.

“I can’t print patterns.”
Check our Getting Started Guide, FAQ, and beginner/intermediate tutorials. These will soon be linked directly from order emails for easier onboarding.

“How do I manage or cancel my Guild Subscription?”
You can cancel anytime:
Log In → Profile → Dashboard → Subscriptions

We’ll soon add a direct Subscriptions link and reminder emails before yearly renewals.

(Note: refunds aren’t issued post-renewal, but if you’re unhappy with the value you’re getting, reach out, we’ll review your case individually.)

Are You Using Your Membership Benefits?

Many members aren’t taking full advantage of their perks.
If you’re on the Knight or Noble tier, you receive monthly store credit (“gems”) worth more than your subscription, plus extra discounts.

You also get:

• Private Discord access
• Exclusive content previews
• A Welcome Pack with free patterns (details here)

We’ll soon launch an onboarding email series to make sure every member knows how to access their benefits.

Bonus Content & Pre-Orders — Mini Update

• Pouches & Accessories: Patterns and videos coming early next year.
• Elven Series: Nearly complete, just finishing final tutorial videos.
• Berserker: Almost done, cape and sword in final photo shoot stage.
• Dragon/Hydra (Advanced): Currently in progress.
• Scout (Beginner): In progress.
• Kits: More details coming soon after official launch.

Giveaway Requests

We’ve had several requests to swap giveaway prizes or runner-up discounts. Unfortunately, we can’t modify posted prizes or terms once a contest starts, it’s the only way to keep things fair and compliant.

If you don’t win, keep an eye out! We often include runner-up discounts or secondary prizes, and over time we’ve given away tens of thousands of dollars in free patterns and materials to help new students begin their craft.

Get Crafting Help

I can’t always offer one-on-one coaching, but our free Warrior and Fantasy build videos are packed with tutorials, techniques, and tool recommendations. These cover most beginner and intermediate questions.

If you need additional advice, hop into the Discord community, thousands of fellow students are ready to help, and our team is active there as well.

How to Reach Us Directly

If you can’t find your answer in our documentation or community spaces, you can reach us directly through the Contact Form on our website.

We’re also rolling out a new chat and message system on the home page to make communication even easier. Our marketing and dev teams will be helping monitor inquiries to keep responses timely.

Thank you for your patience and understanding,
We’re grateful for your continued support and excited to keep building, crafting, and improving together.