Serial Number Issue Resolved, TY.

HELP

from Stardock Forums

 

1.  I bought Elven Legacy on Cyber Monday

2.  I never received the serial number.  I only recieved an email confirmation from Paypal and a debit for 14.99 (the sale price)

3.  I had stardock mail my serial numbers to me, and this is what I got (I deleted my name from it):

----- Product Serials ----
Product Name  : Elven Legacy
User Name     : Name Deleted
Download      : http://www.impulsedriven.com/impulse_setup.exe

Back in May I bought a game and had no problem.  What is going on?  I have sent multiple emails to the one listed in the email and all i get are emails telling me to do setup my registration on stardock or other things that are already done.

1,556 views 8 replies
Reply #1 from WinCustomize Forums Top

Is the e-mail address in your paypal account the same as the e-mail address registered with Stardock? If not you will have to contact sales@stardock.com to get your account linked to your purchase. Your download should then appear in Impulse.

Reply #2 from Stardock Forums Top

its the same and its also the second game Ive bought from them.  Still no reply!  Thye did reply once to clarify somethng but everything else has been computer generated replies.  Im very disappointed in their customer service.

 

Love your avatar btw

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Reply #3 from Stardock Forums Top

its the same and its also the second game Ive bought from them. Still no reply! Thye did reply once to clarify somethng but everything else has been computer generated replies. Im very disappointed in their customer service.
End of quote

Support is working through the backlog of emails that came in over the Thanksgiving break.  I've looked up your support ticket, and it appears that you have multiple accounts.  I've responded to your ticket with more details.

 

As a side note, I would recommend against responding to a ticket multiple times before we get back to you; it will result in your ticket being automatically reset to the bottom of the queue each time you do you so.  This will always make your support ticket take longer to resolve.

Reply #4 from Stardock Forums Top

Thanks for responding.  I haven't seen your email yet but we'll see.  I did have two accounts but they are merged so it shouldn't matter.  The account I ordered it has the same email as paypal so that shouldn't matter either. 

 

Got your note about multiple messages.  That wouldn't be an issue if the issue was resolved.  I think having a backlog of emails over Thanksgiving break is an indicator of deeper system issues with either Stardock or Impulse.  The ideal is that you'd receive very few.

 

Either way thank you

Reply #5 from Stardock Forums Top

Well here it is - your customer service ends at 4 PM Eastern.  No email and no serial numbers.  Is this part of the Elven Legacy game?  Perhaps I'm failing the introductory Serial Legacy test of patience.  I think I'm going to call the customer support number and ask to be insulted (#6).

Reply #6 from WinCustomize Forums Top

Thanks for responding. I haven't seen your email yet but we'll see.
End of quote

You may want to check your spam filter if you have not received a response to your ticket yet.

 

I did have two accounts but they are merged so it shouldn't matter.
End of quote

Your accounts were not merged.  Your registrations from one account were transfered to the other, so you need to make sure you're using the correct log-in.

 

As mentioned in my response to your ticket, the game in question is already registered to your account and should be showing up in the My Games tab in Impulse as long as you're logged in with the correct account.  If they are still not showing up in Impulse, try closing Impulse and running the following file:

http://sd.stardock.com/curthendzell/fix_registrations.reg

Make sure to follow the link in Internet Explorer, as other web browsers will not handle the file type correctly.  Once you follow the link, save the file and double click it to apply it.  Then relaunch Impulse.  You will need to re-login with your username/e-mail (either will work) and password.  The correct account log-in was specified in the email response to your support ticket.

 

 

Reply #7 from WinCustomize Forums Top

To be more specific, make sure you're logging into Impulse with the nickname, RobertMartin99, not themartinclan, as the latter has no product registrations associated with it.


Mike

Reply #8 from Stardock Forums Top

Quoting milksama, reply 7
To be more specific, make sure you're logging into Impulse with the nickname, RobertMartin99, not themartinclan, as the latter has no product registrations associated with it.


Mike
End of milksama's quote

 

That did it.  Wow!  Thank you very much.  I still don't know why the serial number wasn't sent to my email (which is linked to the RoberMartin99 account).