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Problem with upgrade to full S&M season

posted by TWiesengrund on - last edited - Viewed by 899 users

Hello people,

I bought Culture Shock some time ago. Last week I received an offer by email to upgrade it to the full season. Ok, that's the fun part because as soon as I enter my order number listed in the mail just mentioned, I get this:

"Sorry, we looked that order up and it doesn't seem to contain a qualifying product to upgrade. Please make sure you're entering the correct order number."

Either the mail was sent by accident (I strongly refuse to believe that, BECAUSE I WANT THE FULL SEASON!) or there's an error (that's what I'd like to believe). I hope you can help me out with this. If you need my order number, I'll mail it to a secure address.

Thanks a lot,
Lasse Björn Rosenberger

P.S.: Sam&Max rule the goddamn planet!

12 Comments - Linear Discussion: Classic Style
  • Something similar is happening with me. I was able to get through to the upgrade the first time I didn't have my credit card on me at the time so I wasn't able to make the purchase. Now I've tried it again and it tells me it doesn't contain a qualifying product! Did I do something wrong canceling the first order?

  • You should also send a forum message to tabacco with your order number. :)

    To keep people from upgrading multiple times (aka abusing the system) we only let you go through the upgrade process once. Sadly this means that if you start it but bail out once you're alraedy at our ecommerce providers site (for instance if you're already at the enter credit card number step), we can't immediately tell if you upgraded successfully or not. So, if that happens, we have to manually reset you in the upgrade system.

    Fortunately this only happens to a tiny sliver of people, but you were one who fell through the cracks :( Just drop a forum private message to tabacco with your order number and he'll set you up. Doug loves fixing things!

  • I'm having the same problem, 'cause I bailed from the payment page first time. Already sent a email about this the support, but perhaps it's easier for you guys if I just post it here?

  • [quote]I'm having the same problem, 'cause I bailed from the payment page first time. Already sent a email about this the support, but perhaps it's easier for you guys if I just post it here?[/quote]

    Nope, it's easier if you email support. ;)

    If you haven't had a response yet, you should shortly.

  • ok, so no sending PM's with ordernumber to Tabacco then?

  • Nope. He and I both answer support emails, so sending one of us a PM after you've already sent an email just means we end up doing the work twice.

    I just answered all the emails that came in to our support address overnight, so you should have received a response.

  • can't find a response e-mail. Sent it to support@telltalegames.com, and almost immediatly got the automated conformation note. My problem has been assigned the code "issue-2523".

  • Emily responded to your email about a half hour after you sent it. Check your spam folder for responses.

    Anyway, your order is reset, so you should be able to upgrade now.

  • hi, sorry for being such a pain in the ass, but I wrote another mail to Emily asking for another ordernumber reset, but I don't really trust my mail, so could you notify through this thread when it's been done?

    /Gustav

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