game registration issue when using steam

ticket number #KDX-679-96674

from Stardock Forums

Hello everyone!

 

I already applied a trouble ticket but since having learned that answering with additional info pushes me back to the end of the line I thought I should try the forums.

 


I purchased the game Elemental: Fallen Enchantress three days ago on
November, 20th via Steam.
I had to create an account with Stardock right away and then got to play.

Yesterday I tried to start it again and I was again prompted to log in to
the account, but it wouldn't acknowlegde my login.
So I reset the password, received the email, klicked the link and was
told that everything was alright.

Only next time I wanted to play I was once again prompted to register on
your website, I was told, that my key was already registered for another
account. Also my account on your website doesn't show the game at all,
although I have little experience with your website and cannot tell if
this is normal.

(I provided a screenshot with the trouble ticket where the error message in Steam can be seen.)

  My system is Win7 64bit  with Service Pack 1

A recent Harddrive crash took out my system folder so the entire installation is quite fresh.
My first and only successful attempt to start the game was before the crash, the problem started after.

My attempts to correct the mistake so far are the registry lookup as well as several changes of the login password and one change of the login name. All unsuccessful (obviously).

The email adress from were I sent the trouble ticket is also the email adress for the normal Stardock account and I can log in with it. It is also the adress provided for steam.
I tried the Registration Lookup which produced this response:

=============================

Account Lookup Failure

We could not locate the account associated with your email address, or something else went wrong. If the email address you entered is correct, please contact support@stardock.com.

=============================

greetings and thanks in advance


Leo

3,706 views 7 replies
Reply #2 from WinCustomize Forums Top

My advice is, hang tight support@stardock.com will sort things out. Allow them the opportunity to sift through the whole problem. JGivskud, I suggest you too contact support. Do not reply to the auto reply message [keep in mind, it may land in your Junk/Spam folder] dig it out and wait. Follow the instructions they give you. I hope your issues get sorted out and that peace be upon you...

Start11 - Customize the Start Menu and Taskbar in Windows 10/11.
Reply #3 from Stardock Forums Top

so yeah,

it's been two weeks now and still no response. I guess my request has ended in some spam filter or something.

@JGivskud: Have you had any luck?



Any kind of official reply would be nice.



Leo




Reply #5 from Stardock Forums Top

I'm having the same problem with Sins of a solar empire: trinity after downloading it onto a new computer via steam. Put in a ticket so hopefully ill hear back soon. fingers crossed you got yours sorted Leonatus79

Reply #6 from Stardock Forums Top

I'll take a look at all these in a few hours.

Reply #7 from Stardock Forums Top

I've responded and am awaiting responses.