Retrieving Serial Numbers

[Wrathchild]

Is anyone able to get their game serial numbers emailed to them? For 24 hours I've been getting errors when trying to do that, and can't get a response from Matrix support.

[SkyElf]

Yes, I got mine in a very short time, but I called to get phycial and digital down load of the game!  Since I did not like the purchase page it was not to my liking.  I also got a password and a reference number to login and get my down load and serial number!

[Harald1050]

I purchased Forge of Freedom yesterday as digital dl. I did get no confirmation order mail with a serial number, so i can't install the game. Did already send a mail to DR. As i bought WITP i got a mail with the serial nummer. Hopefully i will get a reply soon.

[Erik Rutins]

Did you all check your spam filters?  Also, try going to www.findmyorder.com with your order info to retrieve your serial number.

[Harald1050]

Yes, Erik, i did after i have read some threads about that issue. And the findmyorder site does only show my WITP order from 2004.

Any idea?

[Harald1050]

So, where do i get my serial number???

[General Doug]

I am having the same issue. I've been trying to contact support for 2 1/2 weeks without any answers. The spam filters allow anything from Matrix. I have no problems allowing cookies. Here's the error message I get when you try to follow the links and directions on the site:

Message 99998 - To protect ourselves against fraud, we need to set a cookie on your computer. In order to continue your purchase online, please reset your browser to allow cookies. You can make your purchase and then set cookies off again in your browser. If you already allow cookies, there may be a problem that can be corrected by deleting the cookie file. 20009SC01

As I said, I have no problems allowing cookies. I have a directory full of them. I went so far as to clear all of the cookies and try again. Same result. I really want to get back into playing. I had a hard drive crash and just received a new PC. I thought I wrote the number on the CD, but I didn't. Please help!

[Erik Rutins]

Harald,

Could you e-mail me your order number at erikr@matrixgames.com? Normally, all orders should show up when you login, unless you used different user info for different orders. Is it possible you have an older login you are not using?

GeneralD,

Have you tried a different browser to see if that helps? Have you tried turning off any anti-cookie security software that might be interfering? I've had no issues with this using default IE and Firefox settings.

Regards,

- Erik

[nappy]

ORIGINAL: GeneralD

Message 99998 - To protect ourselves against fraud, we need to set a cookie on your computer. In order to continue your purchase online, please reset your browser to allow cookies. You can make your purchase and then set cookies off again in your browser. If you already allow cookies, there may be a problem that can be corrected by deleting the cookie file. 20009SC01

This is also exactly the error message I get trying to find my DL of EiA. Using both Firefox and IE - with all cookies enabled.

N

[General Doug]

I have all cookie security off. I can get to the point that I can see my order. It says to press the details button to get the serial number. All the view details does is show the UPS number on the original order. I've even tried this on another computer that has very little security with the same results.

[nappy]

ORIGINAL: GeneralD

I have all cookie security off. I can get to the point that I can see my order. It says to press the details button to get the serial number. All the view details does is show the UPS number on the original order. I've even tried this on another computer that has very little security with the same results.

I am beginning to think this error ha snothing to do with cookies; but rather there is no download flag for that order.

GeneralD - did you order a download+boxed combo as I did?

N

[General Doug]

Yes I did. That may be the connection. Good catch!

[nappy]

GeneralD. Which game did you order? and is the box set backordered?
 
I suspect the problem could be as follows: if the box copy is unavailable (backordered) you should not be billed; and since you are NOT billed, no payment is made to the store. Consequnetly, the download is not available until the box is shipped. If this is indeed the case than its  a real pain as it forces customers to buy SEPERATE copies if they want both - otherwise the Download is bit useless as the box wil probably be in your hands as it becomes availabe.
 
Erik can you confirm if this is the case?
 
N  

[General Doug]

I received this order in January 2005. So there's nothing to back order. I have the game in my hot little hands and have been playing for years. My hard drive crashed and I need to re-install and I can't find my serial number.

[General Doug]

Erik, can you think of anything else we can try?

[bkohrn@iwon.com]

To put this another way, is this the default situation? No one gets the official serial number automatically with the digital downloads and can never install any game without first figuring out to request them through customer support who respond in their own good time if at all. What kind of business model is this?

[Terl]

ORIGINAL: bkohrn@iwon.com

To put this another way, is this the default situation? No one gets the official serial number automatically with the digital downloads and can never install any game without first figuring out to request them through customer support who respond in their own good time if at all. What kind of business model is this?

No. I always order download versions and get the serial and download link right after the purchase completes.

[wworld7]

This is how it has worked for me on my Matrix downloads. I have never had a problem. The email (with the code) shows up promptly.

[Terl]

ORIGINAL: flipperwasirish

This is how it has worked for me on my Matrix downloads. I have never had a problem. The email (with the code) shows up promptly.

As an add-on to this, the email shows up promptly and the screen, after payment confirmed, flips immediately to a screen to download the game and the serial is listed right there. I copy paste it onto my ever growing list, download and I am set.

As for the email, I have always received them. Have you checked any spam filters you may have in place?

[Erik Rutins]

I just responded by e-mail to those that had e-mailed me, sorry for the delay caused by my office move + Christmas.

If you are still having a problem and have not e-mailed me at erikr@matrixgames.com, please do so.

To also chime in on the above question, no this is not at all how it typically works. The posts here represent an extremely small fraction (i.e. much < 1%) of orders in the same time frame. There will unfortunately always be some issues since not everyone has the same configuration and the store may occasionally have a hiccup but these are not typical in the sense of being common or widespread.

Regards,

- Erik