UPDATE on pre-order activation issues! (woohoo!)
Jake
Telltale Alumni
Update update: Reports indicate that everything should be working correctly now! Your games should be behaving as normal... or at least behaving as you'd expect a Sam & Max game to behave.
Of course if you still run into trouble, you can follow the support instructions lower in this post.
Original, now-outdated post:
Hey guys,
A lot of people who pre-ordered have been getting a "purchase is not complete" error when trying to activate their pre-order. We know this sucks! The good news is that we've been working with our e-commerce and software activation provider and successfully found the problem. Over the next hour peoples orders should start unlocking properly. Yay! We're really sorry about this, but the troubles should be over very very soon.
In the mean time, if you pre-ordered and can't wait for us to finish fixing things behind the scenes, we can manually unlock your purchase. To do that, you can click the "Activation Support" button on the bottom corner of the game's launcher screen, and follow the instructions there to email us your hardware fingerprint and order number. Note that we have a pretty deep backlog of manual unlock emails which we have four people replying to as fast as we can, so while we'll get to you as soon as possible, the reply won't be immediate.
Anyway, sorry again for the problems, but we should be through the worst of it. Thanks for sticking by.
- Jake
Of course if you still run into trouble, you can follow the support instructions lower in this post.
Original, now-outdated post:
Hey guys,
A lot of people who pre-ordered have been getting a "purchase is not complete" error when trying to activate their pre-order. We know this sucks! The good news is that we've been working with our e-commerce and software activation provider and successfully found the problem. Over the next hour peoples orders should start unlocking properly. Yay! We're really sorry about this, but the troubles should be over very very soon.
In the mean time, if you pre-ordered and can't wait for us to finish fixing things behind the scenes, we can manually unlock your purchase. To do that, you can click the "Activation Support" button on the bottom corner of the game's launcher screen, and follow the instructions there to email us your hardware fingerprint and order number. Note that we have a pretty deep backlog of manual unlock emails which we have four people replying to as fast as we can, so while we'll get to you as soon as possible, the reply won't be immediate.
Anyway, sorry again for the problems, but we should be through the worst of it. Thanks for sticking by.
- Jake
This discussion has been closed.
Comments
I do think a round of applause is in order for their hard work in getting this fixed ASAP
Nice to know the problem will be solved soon anyway (heck, an hour is peanuts).
Relax, seeing how the game is, i am not an angry customer.
And also congratulations on finding the error!
I will stop playing Monkey Island as soon as I get my activation key, promised!
When it said I hadn't paid I saw red. Gah. Its like this red flag, wait 13 years and BANG, like an evil practical joke.
I'm glad you are fixing it though. Must be hell there just now.
There's a bunch of people whining like babies because they couldn't get it all happening right at the instant at which they expect it, but you're clearly working your arses (sorry, asses... Aussie ;-) ) off to get it sorted out for each and every one of us.
Awesome customer service FTW! You rock...
<93% through download.... wheeeeeeeeee...)
Nice work, Jake. And applause to everyone working on it in the background!
Lets play the waiting game...;)
And while I'm here, I'll throw my thanks onto the pile for those four poor souls working late tonight to makes sure we impatient nerds are having a good time.
The full season disc wont be made available to ship until the end of the run - its a separate product which we'll be offering free to anyone who orders the whole season. We kept them unrelated in part because the discs wont exist until all six episodes are done, and that's still a ways off (even with our short between-episode production schedule). That means that your shirt should be on the way!
I'm off!
And thanks very much for the fast support!
For another software I bought online I am now waiting for 1 and a half week to get my key...
(=
A big backlog? Does that also mean Culture Shock is a very very big success already? :cool:
Good job, guys!
14% left to go
i'm definately grateful for the timely help wheeeee!!
Another thing for people who have installed the demo to note: to get back to the Activation screen easily rather than having to go through the demo and exit out, don't click on the Desktop Shortcut - use the one inside the Culture Shock folder.
A little disappointing actually.
D.
You shouldn't need any special code at this point. Just grab the demo, click on "I've already purchased this", and enter your orderid and the password you gave during the checkout process, and you should be set.
Also, now it's saying that it's out of keys from too many attempts, so it seems like Telltale's server accepts the login and sends the key, but then the key gets rejected by the activation program.
EDIT: Got it manually activated, so I'm happy now
Thanks.
Special shout out to Jake, who i've been harassing with several email allready. Mwahahah, the clever guy sent me his personal telltale address ... mwahahah. The fun never ends.
Time to sleep, if I can, after the mindnumbing feeling of playing Sam and Max again. Gotto try, the clock is a quarter to two here in Norway. Oh no, I typed where I lived, he'll find me and harass me as i've harassed him .... oh no .. the backslash button doesn't work ...
Thanks. I did not notice the little enter order # text on the startup screen. It is only there when I use a resolution of 1024x768. I usually only use 640x480 because I have it setup on my TV.
D.
Sadly your Telltale password and your order password can be different. This is an issue that's not entirely in our control and we're working to eliminate the necessity for a separate order password, but for now everyone's stuck with it
On that note, will the orders be added to the "Past Purchases" like described in the original order mail? I got a manual activation key, so I'm good for now (and it can certainly wait till the backlog of activations have been cleared!), but it would be nice to get some sort of visual confirmation (well..besides the game) that you actually bought it!
Thanks,
Jens
Can we please have our Past Purchases info updated correctly?
Thanks Emily in support!
Instead, you can download the game from us and enter your order number and password to activate (click "I've already purchased this").
At least not in the immediate future. Its very high up on the "we want this to work" wish list, though.
Note that I'm playing this in Windows Vista RC1, so that might be an issue. I posted about this in the bug thread, too.
Bas, do you have an XP machine you can use instead?