Cant download purchased games.

from Stardock Forums

Hello, i recently purchased three games on the impulse website, yet i have no serial keys to use to download the games. My issue with this is my money has already been removed from my account for the purchase, Why don't i have the serials yet? I've even gone to https://www.stardock.com/support/ and entered in my email. It sent me an email almost instantly, with no serials in it...... i just have a simple question. WHERE ARE MY GAMES

 

What follows is a copy of the email I got from the support site, nothing has been changed or modified by me in any way, I simply copied and pasted over.

 

Hello,
This email contains your Stardock.net account information, and serial
numbers (sometimes referred to as Registration Codes) and download
links for any products that you have purchased from us that are
registered to the email address below.
Your serial numbers must be entered EXACTLY as indicated for each
product (case and punctuation matter). Therefore we suggest that
you cut and paste the information as needed.

Shareware versions of the programs can not be registered. Be sure to
uninstall any shareware versions you've downloaded and use the links
provided below to download the enhanced versions of these programs.

Customer Name :
E-Mail Address REMOVED - Admin

=--------------------------------------------------------------------=
----- Stardock.net Account ----
UserName : elfenlied2
Email :REMOVED - Admin


----- Product Serials ----
Product Name : Impulse
User Name :

=--------------------------------------------------------------------=

Regular product updates as well as additional products can be
found on our website at https://www.stardock.com.

Please print a hard copy of this information and store it in
a safe place as you may need it for future installations and
or upgrades.

To download updates to this software in the future, please
use the form at https://www.stardock.com/support. Email
sales@stardock.com with any changes to your contact information.

Stardock Contact Information:

Sales information:
sales@stardock.com

Technical Support information:
support@stardock.com
WWW: https://www.stardock.com/support/

Stardock Forums:
https://forums.stardock.com

Mailing Address:
Stardock.net, Inc.
15090 Beck Rd., Suite #300
Plymouth, Michigan 48170
USA

Email addy removed by Admin [privacy].

 

6,250 views 11 replies
Reply #1 from Stardock Forums Top

Same issue. Very slow and poor service for a download site. When I pay to download a game, I expect to have the ability to start the download instantly. Amazon does this. Here I am with money out fo my account, two games i wanted to play this weekend, and being screwed. Seriously reconsidering using this site.

Reply #2 from WinCustomize Forums Top

Did you install Impulse?

Sins of a Solar Empire: Rebellion
Reply #3 from Stardock Forums Top

Same  problem as welland i ordered directly off Impulse. Ive purchased games off Impulse in the past with no problems so im going to guess that its technical issues

Reply #4 from WinCustomize Forums Top

Did you purchase the games using PayPal?   Did you use the same email as your Impulse login to purchase the games?  Are you logging in to Impusle using the same email that you used to purchase the games?

If you used a different email then transferring registrations may be all that is required.  You can do that here - https://www.stardock.com/support/registrations/

Should that not work then please post your support ticket number on this post.

Reply #5 from Stardock Forums Top

I use a visa card through my bank. I only use one email address. its even the same one i register in the forums and on impulse. Yes I downloaded impulse. Its been over 24 hours now, and still no serials..... This is beyond bad customer service. Victor i know exactly how ya feel man. This is extremely poor customer service, even if this is a technical issue it should be one they work on day and night to resolve. If customers are spending money and the company is taking it without providing the agreed upon product, its almost as if they are steeling from us. Almost ready to call impulse a scam.

Reply #6 from Stardock Forums Top

Its been resolved. I just looked in my impulse and everything was there. i didnt even have to add in the serials. Thanks to whomever has the magic button ;)

 

Reply #7 from WinCustomize Forums Top

elfenlied2: Your order was completed at 2PM EST today. I have resent your serial email. Orders from new accounts are often delayed as a precaution against fraud, especially when purchasing games from third parties. I believe no money was transferred to Stardock until we confirmed the transaction; however, when you use a debit card attached to your bank account, your bank will reserve funds for pending transactions, which has the effect of reducing your current balance.

Victar: I do not see any recent purchases on your account, which suggests that your order has been held at the payment server (which I don't have access to) for review. The orders should be processed early tomorrow (U.S. time); if not, please contact support@stardock.com. It is also possible that you used a different email address (not m...@a.....com); if so, please contact support and ask them to merge the accounts, or use the tool at https://www.stardock.com/support/registrations/

Reply #8 from Stardock Forums Top

I appreciate the help from those here.

Yesterday I received access to one of my games, Capitalism II. However, my Europa Universalis III pack is still unable to be downloaded. The game itself now shows up in my games list, but I do not have a serial number to use to download it, thus all I get is an error. Still have not received any e-mails from impulse/stardock, and requesting my account information serial numbers be sent to my e-mail does not include either of these games.

I did submit a ticket, number [#STH-593640], awhile ago. I really do hope it gets cleared up today. It boggles the mind that in our world, a download distributor would not provide service over the weekends. Overall it's mostly a case of unmatched expectations. I cannot beat these prices, but I expected service much much quicker. If this is going to be the norm from this company, I certainly would appreciate that they make it known upfront. 72 hours is not long to wait if you know going into it that it will be this long. When you expect to get your product as soon as you pay however, this is an eternity.

Thanks again and I hope everyone else having similar issues are seeing them resolved.

Reply #9 from Stardock Forums Top
Things seem to be resolved now. Will just have to learn stardock doesn't like the weekends. :D
Reply #10 from Stardock Forums Top

i purchased a game sat feb. 26, 2011 and i have the page saved that says you will recieve the game WITHIN 1 business day.  it is 10:49 tuesday and i still don't have the game.  they haven't charged my account yet but why put 1 business day on their purchase order confirmation page if it is not true.  i sent an email to the sales department last night (ticket number #YQN-168126) and have not heard back from them yet.

Reply #11 from WinCustomize Forums Top

I've replied to your support ticket.  Please note that usual ticket response time may take up to 2 business days.  Stardock Support runs normal business hours Monday-Friday.  Tickets submitted in the evening will likely not be replied to early the next morning.