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Bought game no email/code? - 11/17/2016 2:08:11 PM

AstroCat

Posts: 440
Joined: 7/31/2003
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Nevermind... I got it, just took a while. :)

< Message edited by AstroCat -- 11/17/2016 2:12:51 PM >

Post #: 1

RE: Bought game no email/code? - 11/17/2016 2:16:04 PM

VPaulus

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline

Sometimes it can take a little longer for Bluesnap to send the emails.
Anyway, I've just resent the emails.

Edit: Oops, I see now that you have received them.

(in reply to AstroCat)

Post #: 2

RE: Bought game no email/code? - 11/17/2016 2:49:22 PM

AstroCat

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Thanks, all good! :)

(in reply to VPaulus)

Post #: 3

RE: Bought game no email/code? - 11/17/2016 2:56:11 PM

JUEK

Posts: 3
Joined: 11/17/2016
Status: offline

I got an issue with paypal

transaction ended up with an failure message
Tried it three times every time the same result

Did not get an download link

No I checked paypal and saw I already now paied three times for the game but I never got an download link.

I already informed paypal and send an message

pleae help to fix this ASAP

BPR,
Juek

< Message edited by JUEK -- 11/17/2016 2:57:12 PM >

(in reply to AstroCat)

Post #: 4

RE: Bought game no email/code? - 11/17/2016 2:59:55 PM

Amicofritz

Posts: 47
Joined: 8/31/2009
Status: offline

Same here; got a payment receipt e-mail from bluesnap (paid with MasterCard), but got an error message when clicking the pay-button ... Argh.

(in reply to JUEK)

Post #: 5

RE: Bought game no email/code? - 11/17/2016 3:02:37 PM

Amona

Posts: 15
Joined: 3/31/2016
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I too had problems with paypal and bought the game two times.

(in reply to Amicofritz)

Post #: 6

RE: Bought game no email/code? - 11/17/2016 3:17:12 PM

Christolos

Posts: 953
Joined: 4/24/2014
From: Montreal, Canada
Status: offline

I was so looking forward to getting this today (I even ordered the boxed version as well) and was very disappointed when I too got an error with PayPal and then got stuck with a second order that I also didn't receive. The problem seems to be with Slitherine Software UK Limited's PayPal account...

I sent messages to Slitherine Software UK Limited via PayPal's conflict resolution process and hope to have a solution soon!!!

C

< Message edited by CC1 -- 11/17/2016 4:05:32 PM >

(in reply to Amona)

Post #: 7

RE: Bought game no email/code? - 11/17/2016 3:21:26 PM

Frido1207

Posts: 456
Joined: 11/16/2006
From: Lower Saxony, Germany
Status: offline

After paying using paypal, the redirection to the download page failed. But shortly after that I received the Order Download Information e-mail from Matrix.

_____________________________

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Post #: 8

RE: Bought game no email/code? - 11/17/2016 3:31:28 PM

Amicofritz

Posts: 47
Joined: 8/31/2009
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Not only PayPal problems, MasterCard too, it seems. I orderede from Norway.

(in reply to Frido1207)

Post #: 9

RE: Bought game no email/code? - 11/17/2016 3:32:14 PM

JUEK

Posts: 3
Joined: 11/17/2016
Status: offline

still no Download Information e-mail from Matrix.

seems there is really an issue with paypal

BPR,
JUEK

(in reply to Frido1207)

Post #: 10

RE: Bought game no email/code? - 11/17/2016 3:42:26 PM

ILCK

Posts: 422
Joined: 6/26/2004
Status: offline

I had an issue where the website 500'ed out but it processed my order. Matrix sent me the link and key when i reached out to support.

(in reply to JUEK)

Post #: 11

RE: Bought game no email/code? - 11/17/2016 3:57:28 PM

IainMcNeil

Posts: 2804
Joined: 10/26/2004
From: London
Status: offline

Guys we've seen some issues with PayPal today. We're not sure of the cause yet and why it decided to pop up today....

The support team are looking at it. It may be the mails are delayed due to volume of traffic so if you give it a few minutes it might turn up. If not contact support and they'll look in to it to make sure your issues are resolved.

_____________________________

Iain McNeil
Director
Matrix Games

(in reply to ILCK)

Post #: 12

RE: Bought game no email/code? - 11/17/2016 3:58:11 PM

Amicofritz

Posts: 47
Joined: 8/31/2009
Status: offline

OK, I now got the link from BlueSnap. Thank God!

(in reply to IainMcNeil)

Post #: 13

RE: Bought game no email/code? - 11/17/2016 4:01:40 PM

Christolos

Posts: 953
Joined: 4/24/2014
From: Montreal, Canada
Status: offline

Yes and thanks, I got the order download info as well by e-mail

Now I need to get refunded for the second copy I inadvertently ordered and paid for...

C

< Message edited by CC1 -- 11/17/2016 4:04:11 PM >

(in reply to Frido1207)

Post #: 14

RE: Bought game no email/code? - 11/17/2016 4:04:35 PM

IainMcNeil

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From: London
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We're really sorry about this guys - please contact support and they'll give you a full refund.

_____________________________

Iain McNeil
Director
Matrix Games

(in reply to Christolos)

Post #: 15

RE: Bought game no email/code? - 11/17/2016 4:15:51 PM

JUEK

Posts: 3
Joined: 11/17/2016
Status: offline

OK got the codes too

but now three times

any way to get back the money for the two additional orders?

BPR,
JUEK

(in reply to IainMcNeil)

Post #: 16

RE: Bought game no email/code? - 11/17/2016 4:22:33 PM

sanderz

Posts: 862
Joined: 1/8/2009
From: Devon, England
Status: offline

log a ticket here

http://www.matrixgames.com/support/

i had same problems - bought game twice because of website error - i got a reply within 15 mins saying refund was on the way

(in reply to JUEK)

Post #: 17

RE: Bought game no email/code? - 11/17/2016 4:30:55 PM

IainMcNeil

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From: London
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We think the issue is now fixed. Apparently it was due to a space where there shouldn't be one...

If anyone has it happen after reading this message please let us know.

_____________________________

Iain McNeil
Director
Matrix Games

(in reply to sanderz)

Post #: 18

RE: Bought game no email/code? - 11/17/2016 4:46:27 PM

Christolos

Posts: 953
Joined: 4/24/2014
From: Montreal, Canada
Status: offline

quote:

ORIGINAL: Iain McNeil

We're really sorry about this guys - please contact support and they'll give you a full refund.

I just tried support and found this statement:

"Here at Matrix Games we do not use any intrusive DRM. This is very popular with our audience but means we have no way to validate your games after you have purchased and there is no way for us to remove games from your machine, even if we wanted to. This means that we operate a no returns policy on digital downloads. All sales are final.

If you are buying a boxed game, you will immediately receive a download link. Simultaneously the factory automatically puts your order in the production queue. All games are manufactured on demand and are personalised with your name, order ID and serial number. The serial number matches the one you received for your digital download. As these items are personalised they cannot be returned and all sales are final."

How do I go about getting a refund when I was already sent the download link for both copies?
I only need one!

C

< Message edited by CC1 -- 11/17/2016 4:57:14 PM >

(in reply to IainMcNeil)

Post #: 19

RE: Bought game no email/code? - 11/17/2016 4:59:38 PM

IainMcNeil

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From: London
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That's a standard policy as we don't use DRM but if the mistake is on our part we'll clearly resolve it. Just contact support!

_____________________________

Iain McNeil
Director
Matrix Games

(in reply to Christolos)

Post #: 20

RE: Bought game no email/code? - 11/17/2016 5:11:14 PM

RealChuckB

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Joined: 9/29/2003
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quote:

ORIGINAL: Iain McNeil

We think the issue is now fixed. Apparently it was due to a space where there shouldn't be one...

If anyone has it happen after reading this message please let us know.

Just tried to order using PayPal and clicking on the "PayPal" button to make the payment doesn't do anything (screen slightly moves as if it would load something but nothing happens.)

I guess BlueSnap's (formerly Plimus) integration of PayPal is still ... as bad as it always has been.

(in reply to IainMcNeil)

Post #: 21

RE: Bought game no email/code? - 11/17/2016 5:21:26 PM

n0kn0k

Posts: 564
Joined: 6/23/2007
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Can't even select PayPal here. It keeps forcing me to add a creditcard.

(in reply to RealChuckB)

Post #: 22

RE: Bought game no email/code? - 11/17/2016 5:46:48 PM

Christolos

Posts: 953
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From: Montreal, Canada
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quote:

ORIGINAL: sanderz

log a ticket here

http://www.matrixgames.com/support/

i had same problems - bought game twice because of website error - i got a reply within 15 mins saying refund was on the way

That's good news.

I'll try it myself and post back.

Cheers,

C

(in reply to sanderz)

Post #: 23

RE: Bought game no email/code? - 11/17/2016 5:51:27 PM

Christolos

Posts: 953
Joined: 4/24/2014
From: Montreal, Canada
Status: offline

quote:

ORIGINAL: Iain McNeil

That's a standard policy as we don't use DRM but if the mistake is on our part we'll clearly resolve it. Just contact support!

Thanks!

I opened a ticket with support and you have my word that I will not download the second copy and delete the email with the link when I get the refund!

Cheers,

C

(in reply to IainMcNeil)

Post #: 24

RE: Bought game no email/code? - 11/17/2016 5:57:47 PM

AstroCat

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FYI: I had the paypal issue as well which caused me to make this thread. I did get charged and the codes showed up although much longer than "usual".

(in reply to Christolos)

Post #: 25

RE: Bought game no email/code? - 11/17/2016 6:20:48 PM

VPaulus

Posts: 3630
Joined: 6/23/2011
From: Portugal
Status: offline

*Chuck B and *n0kn0k
Which browser are you using? Have you tried with a different one than your default one?

(in reply to AstroCat)

Post #: 26

RE: Bought game no email/code? - 11/17/2016 6:21:58 PM

RealChuckB

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Joined: 9/29/2003
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Ordering with PayPal still doesn't work (tried different browsers, so doesn't seem to be on my end).

When I reach checkout there is a "pay with PayPal" button but clicking on that button doesn't do anything

(in reply to AstroCat)

Post #: 27

RE: Bought game no email/code? - 11/17/2016 6:22:55 PM

RealChuckB

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Joined: 9/29/2003
Status: offline

quote:

ORIGINAL: VPaulus

*Chuck B and *n0kn0k
Which browser are you using? Have you tried with a different one than your default one?

Looks like our messages just crossed. Yes, I'm on Mac and tried both Safari and Chrome. Will give Windowa Live and Chrome on Win a try now but doubt it's on my end

(in reply to VPaulus)

Post #: 28

RE: Bought game no email/code? - 11/17/2016 6:27:56 PM

VPaulus

Posts: 3630
Joined: 6/23/2011
From: Portugal
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I have just checked and I'm not able to reproduce the issue.
Doesn't the cursor arrow even turn into hand when you hover it over the Paypal button, like always do with a link?
Have you checked if any your Internet security programs isn't blocking the access to PayPal page?

(in reply to RealChuckB)

Post #: 29

RE: Bought game no email/code? - 11/17/2016 6:41:44 PM

n0kn0k

Posts: 564
Joined: 6/23/2007
Status: offline

Nope no hand or other cursor change. Tried with Edge, IE11 and Chrome. Turned off popup blocker on IE11 also. I'll do a proper debug tomorrow.

(in reply to VPaulus)

Post #: 30