How to Rebuild Trust in an MMORPG Studio: Lessons Learned

In the world of MMORPGs, building and maintaining trust with the player community is essential for the success of any game studio. However, there are instances when trust is shattered, and it becomes crucial for the studio to rebuild it. In this article, we will explore the challenges faced by MMORPG studios in rebuilding trust and the strategies they can employ to regain the confidence of their player base. Let’s explore How to Rebuild Trust in an MMORPG Studio: Lessons Learned

The Importance of Trust in MMORPGs

MMORPGs thrive on the trust and loyalty of their players. When players invest their time and money into a game, they expect a certain level of transparency, communication, and commitment from the studio behind it. Trust is the foundation upon which a strong and dedicated player community is built.

However, there are instances where trust is compromised. This could be due to broken promises, mismanagement, or controversial decisions made by the studio. When trust is shattered, the player community becomes disillusioned and may even abandon the game altogether.

The Fallout: Impact of Shattered Trust

When trust is lost, the consequences can be severe for an MMORPG studio. It can lead to a decline in player numbers, negative reviews, and a tarnished reputation. The studio may struggle to attract new players and retain existing ones. Rebuilding trust becomes a critical priority to salvage the game and restore faith in the studio.

Case Study: Pantheon Rise of the Fallen

One recent example of a studio facing a trust crisis is Visionary Realms, the developer behind Pantheon Rise of the Fallen. The studio’s decision to introduce a standalone survival-centric extraction mode, called the 247 mode, sparked outrage among the MMORPG community and crowdfunding backers. The development of the main game was put on hold, and access to the extraction mode was limited to players who purchased expensive packages.

The player community expressed their disappointment and lack of support for the extraction mode. Visionary Realms realized the extent of the damage caused to trust and decided to reverse their decision. They announced that they would drop the extraction mode and focus solely on the full PvE MMORPG experience.

Learning from Mistakes: Acknowledging the Damage

When trust is shattered, it is crucial for the studio to acknowledge the mistakes made and take responsibility for the damage caused. Visionary Realms understood the impact their decision had on the Pantheon community and openly admitted to misjudging their players’ preferences. They acknowledged the loss of trust and expressed their commitment to rebuilding it.

Rebuilding Trust: Communication is Key

After a trust crisis, effective and transparent communication becomes paramount. The studio needs to actively engage with the player community, addressing their concerns and providing regular updates on the progress made toward resolving the issues that led to the loss of trust.

Visionary Realms understood the importance of communication and made several promises to regain the trust of the Pantheon community. They immediately dropped the extraction mode and reverted to focusing on the full MMORPG experience. They also announced that the verbal NDA would be lifted, allowing players to freely discuss the game. Additionally, they scheduled a Discord Q&A session to address any questions or concerns directly.

Demonstrating Commitment: Actions Speak Louder than Words

While communication is essential, actions speak louder than words when it comes to rebuilding trust. The studio needs to demonstrate their commitment to the player community through concrete steps and tangible improvements to the game.

Visionary Realms recognized this and outlined their plans for the Pantheon MMORPG. They invited players with Pre-Alpha access to play the game around the clock, while Alpha pledges would be invited to 24-hour sessions starting in December. By providing access and opportunities for players to experience the game, the studio aims to rebuild trust through transparency and inclusion.

Learning from Feedback: Incorporating Player Input

In the process of rebuilding trust, it is crucial for the studio to listen to the player community and incorporate their feedback into the game’s development. This not only shows that the studio values the opinions of their players but also ensures that the game aligns with their expectations and preferences.

Visionary Realms acknowledged that they misjudged their players’ preferences with the extraction mode. By actively listening to the Pantheon community’s feedback, they aim to rebuild trust by involving the players in shaping the future of the game.

Rebuilding the Relationship: Patience and Consistency

Rebuilding trust is a gradual process that requires patience and consistency. The studio needs to demonstrate their commitment to the player community over time, consistently delivering on their promises and rebuilding the faith that was lost.

Visionary Realms understands the need for patience and consistency. They acknowledge that rebuilding trust will take time and effort. They express their gratitude to those who are willing to give them another chance while understanding those who are not yet ready to believe in the project again.


Trust is a crucial component in the success of an MMORPG studio. When trust is shattered, the studio must take immediate action to rebuild it. By acknowledging mistakes, communicating transparently, demonstrating commitment, and incorporating player feedback, the studio can work towards regaining the trust of their player community. The case study of Visionary Realms and their response to the Pantheon trust crisis provides valuable insights for other studios facing similar challenges. Ultimately, rebuilding trust requires time, effort, and a genuine commitment to the player community.

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