I am really annoyed because....

[BlackRain]

If anyone cares, I have purchased every version of distant worlds but I got a new pc and don't have them on my pc (they are registered in my account) but I can't download them!! I have to email plimus and then wait to get a download link, that is ridiculous. You have it in your system I own the games, so why can't I download them, ugh. Annoyed because I just bought the new shadows expansion and have to wait now till they email me back with download links so that I can redownload all of distant worlds, sigh.

[Hertston]

Did your old PC not have a CD/DVD drive then? Sigh.. [8|]

[BlackRain]

What, I didn't get it on CD, I got the download version only. Not really sure what you mean. If you mean, why didn't I burn it onto cd, well I had about a terrabyte of games on that pc and I didn't back up anything since all my games are download only (steam almost 200 games, etc.)

[Erik Rutins]

Hi BlackRain,

If you were logged into our site when you purchased them, you should be able to automatically get new download links through our Members Club.

If you were not, you can contact our Help Desk (instead of Plimus) and you should get a quicker reply with new download links.

Regards,

- Erik

[Darkspire]

ORIGINAL: Erik Rutins

Hi BlackRain,

If you were logged into our site when you purchased them, you should be able to automatically get new download links through our Members Club.

If you were not, you can contact our Help Desk (instead of Plimus) and you should get a quicker reply with new download links.

Regards,

- Erik

I was and have been logged in for years and could never find that in the Members Club, I was logged in last year when I bought all three games and have just had a look and all it tell me to do is send off an e-mail, which I had to do very recently due to the hard drive getting fried. Would be a whole lot better if I had of found links there. I was looking under downloads, how to download my game again, my products and all I found were downloads to patches.

Darkspire

[Erik Rutins]

It's under "My Orders" on the right hand side or click on one of the links in the top paragraphs.

Direct link (if you are logged in):

http://www.matrixgames.com/members/myorders.asp

[BlackRain]

I could never find it before, but that link worked, except it doesn't have my legends download there. It has DW, DW shakturi and shadows but not legends.

[Erik Rutins]

Unfortunately, that likely means you were not logged in when you purchased Legends. If you contact our Help Desk they should be able to get you a new download link for Legends quickly.

[BlackRain]

But under my account, and my serials, it shows legends there with my serial key

[Erik Rutins]

Yes, it should try to link it if you register later, but in some cases it can't find an order to link based on the information it has. Only purchasing while logged in guarantees an automatic link.

[BlackRain]

I see, ugh.

[Darkspire]

ORIGINAL: Erik Rutins

It's under "My Orders" on the right hand side or click on one of the links in the top paragraphs.

Direct link (if you are logged in):

http://www.matrixgames.com/members/myorders.asp

Thanks Erik [8D] Very useful, had I known that I would not have worn out the Yahoo mail page checking it for 18 hrs [:D]

Darkspire

[BlackRain]

They resolved it quickly for me so I am now happy.

[jpwrunyan]

Are the registration codes linked to the MAC Address? Because I have the installation files backed up and assumed when I get a new computer that I would just re-install using those with the same product keys.

[Erik Rutins]

No, nothing is linked to your hardware, just your account here.

[AminMaalouf]

My Members Club account under "My registered games" has for:

Distant Worlds (31 MAR 2010) no download available
Distand Worlds - Shadows (23 MAY 2013) no download available

Could the reason be that I have reinstalled the files more than one time (HDD switch due building myself a new system, creating clean installs, switch to SDD)?

Btw. great expansion and worth the price.

[serptex]

Exactly the same situation here, having just bought Shadows under the naive assumption that you fixed the requirement to ticket a support desk just to download the games you already own. Last time I had to wait almost 3 days. Now I just got Shadows and the two expansion packs out of it but have no way of getting the original game that I can find, and I am just having my time wasted by its demands that I dig out long gone order numbers and passwords from 3 year old emails.

It is simply not reasonable to expect customers to hoard downloads and serial keys over a 3 year period, to say nothing of all the hoops you make us jump through on this horrible site (endless captchas, logons, tickets, buried links and misleading support FAQs), which I would certainly never come near again but for DW.

The only relevant FAQ at faq.asp?id=8 (I'm not even allowed to link to it it would seem) doesn't even mention the link you gave in this thread and implies you have to ticket for any download - although since there is apparently no way of getting the original game without human interaction I suppose it is correct.

I own all the DW series, but this is the last game I purchase from you until you abandon this pathetic Matrix/Plimus combo. I do not think this kind of hassle is acceptable, in fact this is the worst experience buying a game online I have ever had... Steam, Paradox, GOG, an unsecured download, anything would be better than this. Certainly this inane setup you have is costing you sales, if you've annoyed me into writing this think of all the ones who gave up (in fact I never bothered installing Legends after purchasing it because I could not get the original game).

Honestly, this is shockingly bad...

[AminMaalouf]

I keep the Matrix files normally, well some of older ones not but they also had a limitation of service. In fact I had never had problems to get fresh links so far beside for the old American Revolution game where Matrix changed the system of licence control. I think they are very flexible. On the other side I think we need to understand that it is probably a robust and working solution to protect the software from being abused.

[serptex]

Well here I am still unable to play. Same thing happened before. If was interested in pirating it I would have had it quicker than it took to get legitimately even had it worked properly (and quite possibly even if I ordered the boxed version), so their absurdly backwards DRM is already far into destroying future sales territory. Honestly I feel they are making a fool out of me for supporting them. Last purchase I make from these guys until they sell it on a reasonable platform.

[Banquet]

I had the same problem with the command ops bulge game. Thought I'd saved the download somewhere but couldn't find it. Couldn't get a download link so now I can't play a game I paid about £50 for. I've had so many changes of hardware over the last year that I suspect most of the Matrix games I've purchased over the years are lost and I simply don't have the time to jump through the hoops necessary to try to get new download links. Apart from games I REALLY want (such as Shadows) I don't purchase Matrix games any more because of this. Other download providers allow you to re-download software at any point and this is so convenient. I really think Matrix ought to consider doing the same.