I bought but I cant play... [Archive]

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tomp

11/04/2006, 12:24 pm

hey,
while looking in this forum inorder to find the answer to my problem I felt warm inside because I learned that the problem of paying and not getting is happens to to many...
Any way, back to my problem...
After purchasing the game ankh with paypal and downloading it I tried to enter the OrderID and the password but it said its invalid (for the record i did manage to enter http://www.findmyorder.com/ so its probably correct).
After seeing i cant activate i just started playing in Trial.
Now my Trial has expired and I dont have any of the buttons related to activation or "Already purchase", I only have the big "Full version buy buy" button.

Any one counter similar problem ?

btw, I contacted the support team yesterday but I got no reply.
thanks

typo

11/04/2006, 05:08 pm

same problem.

i was hoping for instant play - and now no button to enter the order number?

Emily

11/04/2006, 05:50 pm

Hi guys,

This is an error we just found out about, where the activation buttons aren't showing up after a demo expires.

You should still be able to go to www.findmyorder.com and enter your order number and password to activate the game. Tomp, I will send you a password reminder in case you're using the wrong one. Typo, if you go to www.findmyorder.com and enter your order number and the password you created when you placed the order, what happens?

typo

11/04/2006, 08:38 pm

Badseed

11/05/2006, 11:35 am

I have the very same problem: entered the right order no. and password, told it was invalid and now the demo has expired and no chance to activate.

Emily

11/05/2006, 08:05 pm

Hi guys,

I heard from Terry (our other customer service rep) that the fix for this is to uninstall the demo, and then redownload and reinstall it. I'm going to try to send the three of you new download links through email that should automatically activate the game when you download.

Thanks for being patient with us... I know downloading such a big file is a drag.

EDIT: I thought I would be able to send you download links but it appears not. Sorry about that. :( Please uninstall, and then go to www.findmyorder.com and enter your order number and password and you should get a direct link for a new download. The other way is to uninstall and then redownload from our website, which should result in you getting that "I've already purchased this" link back again. If it's still not working (which it sounds like it isn't for you, Typo), please post here and let me know.

Tom, I saw in our support email inbox that you got your game working after uninstalling and reinstalling. Could you tell us exactly what you did? Did you have to redownload, or were you able to uninstall and then reinstall from the same setup file you downloaded originally? This would be useful information for others having this problem. Thanks. :)

Badseed

11/06/2006, 06:44 am

Hi Emily,

Uninstalled, went to www.findmyorder.com and did the necessary, downloaded again and installed, and got the exact same Trial Expired screen. :(

If I go to the website and follow the links, not sure how I redownload without paying again.

Emily

11/06/2006, 06:59 am

If I go to the website and follow the links, not sure how I redownload without paying again.

Just download the Ankh demo here (http://www.telltalegames.com/demo/ankh1). This is the full game with only the demo portion unlocked, so you don't have to pay again.

I will be talking to the tech team about this problem today, so hopefully we'll have a better solution soon.

al_desilva

11/06/2006, 08:59 am

Hi Emily,

I have the very same problem with Ankh game. Did the necessary, uninstall the demo then redownload from www.findmyorder.com and reinstall it. Entered the right order no. and password but told it was invalid

Emily

11/06/2006, 09:25 am

Please click Activation Support and send me your hardware fingerprint in a PM. I'll get you a manual activation key. Also send me your order number so I can look up your order.

al_desilva

11/06/2006, 10:09 am

Thanks Emily for your quick response. The game is working fine now.
Luv Ya! :)

tomp

11/06/2006, 01:14 pm

I found that by uninstalling the game and downloading the demo version, and not the full version, and then installing it in a diffrent directory (not the default one), the buttons reapeared.

Basically does are the steps:
1. uninstall the game, and then delete all reminders of it from your computer, really search and delete.
2. download the demo version
3. install the demo version in a different location
4. buttons are visible once again
btw, when i got to that point and tried to get activation to the game through the order id it said that i already had it on max machines bla bla as if It recognized the activation on the first place, anyway i asked the support for the activation key and entered it in the activation support, ta ta it worked.

manigen

11/06/2006, 01:20 pm

I have the same problem as a bunch of you guys. I downloaded the demo and played for a bit , then decided to fork out the cash(with six minutes left on the demo). But when I finished the order process I got an error message saying that my number or username was invalid. When I booted up the game, I didn't have anywhere to enter my order number, just the option to buy the game again.

To top it off, my last six minutes of demo time had dissappeared, to be replaced by a message that my demo had expired.

Since then I've uninstalled the game, then downloaded (from telltalegames.com) and installed it again, but nothing changed. Not a thing. I still have nothing to look at but an expired demo page and nowhere to enter anything.

One other odd thing - the first time I logged into findmyorder.com everything was fine, but the second time I couldn't get in at all for about five minutes, using both types of login (order number/password and email/card number). Then, suddenly, I could login. BUT at no time has an option to download a copy of the game been visible on my account page on findmyorder.com. Maybe I'm just missing it?

EDIT - and it was the demo version that I downloaded, both times.

typo

11/06/2006, 02:34 pm

reinstalled, deleted, searched, a few times already..

even tried to tricking the webapp to give me an activation screen
to no avail so far..

UPDATE:

I found a way to get to a manual activation screen. Right-Click in the Launcher, edit source, and replace the close:website url, with close:enterkey - right click again - click on refresh - then left-click on the the fullgame button - now you can enter an offline activation key

i'll email my hardware fingerprint to emily now, so i can finally start playing

UPDATE2:

even better - by entering close:customerservice, you can reenter your order number
... but it doesn't accept my ordernumber/password combo, despite it working on findmyorder.com

Emily

11/06/2006, 03:52 pm

We hope to have a fix for this tomorrow.

Tomp, thanks for the detailed instructions for what you did to work around the problem.

typo

11/06/2006, 04:14 pm

ok, great :)

update:

just debugging info for you:

my order number now doesn't work on findmyorder.com anymore either - it worked a few hours ago

Emily

11/06/2006, 04:22 pm

I think findmyorder.com is down. We are having trouble with the customer service database right now, too.

manigen

11/07/2006, 10:18 am

Using Typo's workaround (thanks typo) I now know my Hardware Fingerprint number. I'll pm it to you emily, the same as al_desilva. I tried entering my order code and password using the second bit of typos post, but the game won't accept them.

joey343

11/07/2006, 05:45 pm

hey i have the same problem as all u guys with this ankh game i even bought it twice and i cant seem to resolve the issue any help please...

manigen

11/08/2006, 09:56 am

The key worked, thanks Emily!

I can play my game now, see my earlier post (and Typo's) for how.

Emily

11/08/2006, 10:38 am

Glad to hear it. :)

For everyone who's still waiting - we're working on a fix for this bug, which will hopefully be ready later today.

koakai

11/08/2006, 03:13 pm

Glad to hear it. I tried to buy the game this morning but ran into the same error. Messsed around with it before I had to leave, but no go. But I know it is a larger problem that will be fixed soon, so I am pleased.

herbo

11/09/2006, 06:53 am

any news on the fix for this problem?
emily, i have also pm'd you my details as i'm also having this problem.
if you could give me a manual activation code i would appreciate it.
thanks in advance

Emily

11/09/2006, 10:13 am

I have it on good authority that this is being worked on right now. :D

Emily

11/09/2006, 10:47 am

For everyone who was having this problem, it should now be fixed. If your demo has expired, look for "I've already purchased this" and "Activation Support" links on the left side of the screen.

sosmad

01/02/2008, 01:23 pm

Hi, I'm having a similar problem:
Paid In advance for Sam & Max: Season 1.
When the splash screen shows up, it asks for money. When I click "I already purchased this", I enter my order number and password, it says Invalid password ARM1016
Do I need to uninstall the game and get my info from findmyorder.com (http://www.findmyorder.com)?

EDIT: Ok, so I uninstalled the game, cleaned house - so to speak - and downloaded the game from findmyorder.com (http://www.findmyorder.com)?
I used the same password that I used to log on to this website, and it STILL says Invalid password ARM1016 on the activation screen.

Emily

01/02/2008, 01:56 pm

Activating by clicking "I've already purchased this" and entering the order number/password almost never works. We learned after Season One launched that it only works if when you have one game on your order (which is obviously not the case if you bought Season One!)

I just checked your order and your download links seem fine, which means the games should activate automatically the first time you run them. (Don't bother with www.findmyorder.com, it's the same information that's contained in your Telltale account.) If they didn't unlock automatically, it's either because 1) you're using Vista (Culture Shock has trouble on Vista; the rest of the episodes are fine), or 2) your firewall / proxy server is having trouble talking to the activation server.

In either case, it's easily fixed - just send an email to support@telltalegames.com and we'll get you what you need. If you're on Vista ask for the Vista-compatible version of Culture Shock, and if you're having trouble with other episodes (whether or not you're using Vista), click Activation Support and follow the instructions to get an activation key.

(FYI, very soon we're going to be moving Season One off this activation system and migrate it to the much easier to use serial number system we introduced for Season Two, so all of these downloading/activating weirdnesses should soon be things of the past!)

Emily

01/02/2008, 02:07 pm

I just received the email you sent to our support address, which made me realize that I already emailed you with an activation key and instructions for downloading the Vista version of Culture Shock. Did you not get that? I sent the email yesterday morning.

I'm going to send you a PM right now with the information, in case our mail isn't reaching you.