Registration Issue Frustrations » Forum Post by emyln

A little more info would be helpful. Why can't you register? Are you missing the CD key?

I'm still waiting for feedback on my email to stardock from Wednesday.

I'll chime in on this one here... Bought the retail copy from the local Best Buy, however, when registering, it just keeps telling me I have a bad serial number. No response yet from tech support. The serial number is legible and I've checked it time and again.

All I ever get from the site when I try to register is:

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Sign Up Error - Invalid Serial Number
The serial number you have entered does not belong to the email address you have entered. To register this serial number you must use the same email address in which you used to purchase the game.

If you do not have the game yet please support our hard work by purchasing the game.

Buy Sins of a Solar Empire

If you believe there is an error with your account please contact support@stardock.com for further assistance. Please include your serial number with your email but please DO NOT post your serial number on the forums.
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As this was a retail copy, and not one downloaded from the site, I didn't have a prior registration here that was used for this number. The only thing I can think is that they have issued duplicate serial numbers between their online purchases and retail store purchases.

This is extremely frustrating as I have a legitimate purchased copy.

I have the exact same issue as FLJeepGuy, I'm waiting for a reply from support sent on thursday.

Got mine at gamestop.

I as well have the exact same problem. I bought mine at EB / Gamestop only because I wanted a physical manual to read.

I got a reply after three days but then they wanted me to email scans/pictures of the box, the serial number, and mt receit.

I did this on Friday but I guess I will not hear a response untill Monday, or later, and who knows what other problems they will give me.

I understand things need to be done a certain way but I have always hated this manual serial input. I have had so many problems in the past with this sort of stuff.

So very frustrating to pay for a game that I cannot prperly utilize untill someone gets around to check.

I got that guilty untill proven innocent feeling and it stinks.

Anyway... I guess I am done my crying now and will wait impatiently untill this is resolved or I return it to EB with some choice words of how they better give me my money back so I can purchase and download a working copy of this cool game

My buddy is currently having this problem. I've yet to see any one from Stardock stepping up to apologize.

He runs Stardock Central (which IMO is a god-awful frontloader) and it says he has an invalid Registration. Now he can't get the update which in turn he can't play online!

So then I turn on my Stardock and it's saying the same thing for me! I even purchased the digital download and I'm having the same issues.

What's going on here?

Those who are having issues and have not already contacted support@stardock.com, do so. They should be able to get things sorted out for you.

He runs Stardock Central (which IMO is a god-awful frontloader)

SDC is about to go the way of the dodo, and be replaced by something much better...

Same problem here. I run OD & purchased the digital download too. Same Invalid registration problem for me-even though i've cut & pasted the serial number directly from the email i received fro Stardock after purchase.Weirdly, i'm still able to play the game-just not register it!Any idea as to when Stardock Central gets replaced by this better frontloader?

Soon, hopefully. Though I'm not sure why you're calling it a frontloader--SDC is only used for updates, not to run the game (and can in fact be entirely unintsalled if you like once you're updated, and the game won't care).

Hi gang,

For anyone who is having serial number issues, if you could help us out please email support@stardock.com with a description of the problem and a photo of your Sins packaging - and serial number sticker. We're trying to track down if these are re-sold copies that are getting re-packaged (which would be the reason why things are getting reported as invalid).

Thanks!

I gather Impulse is the successor to SDC. It's mentioned in the Sins manual. Brad talks about it here:

http://tgnforums.stardock.com/?aid=174783

The UI is not thrilling me. But since I don't use SDC for anything except checking for updates, I can live with it.

-HM

Well, I got a reply to my support request, asking for a photo, when I sent in the photo (as a reply, from a gmail address) It got bounced back from your servers as spam.

the bounce was
"PERM_FAILURE: SMTP Error (state 16): 554 Sorry, message looks like SPAM to me"

This was a reply to the request for a picture of the box, with text and a jpg attachment.

These are way too many hoops to have to jump through just to get registered, and I really don't appreciate having to "prove" that I bought the game.

I've sent in a new support message.. but it's of course now at the bottom of the queue, and I can only assume may get bounced again?

If you run into problems, email me the info directly at bclair(at)stardock(dot)com and I'll get it to the right people.

I guess I am done my crying now and will wait impatiently untill this is resolved or I return it to EB with some choice words of how they better give me my money back so I can purchase and download a working copy of this cool game

Dude you can't blame it on the poor EB cashier...they are not the ones responsible and don't get paid enough to take your "choice words", if you are really that upset about the product then talk to Stardock and their customer service about how you could get your money back. No sense taking it out on some poor high-school kid that makes in a week what most of us make in a day.

forget the waiting , I have same problem, e-mailed the day game came out 3 times onver 2 weeks with no reply, went to page to check the status of email STATUS ON HOLD. reregistered it with new user name ect took everything same stuff happens when i try to dowm load patch

Thank you Yarlen, I've sent an email off ^^

forget the waiting , I have same problem, e-mailed the day game came out 3 times onver 2 weeks with no reply

That may well be the reason you didn't get a reply. Support has been very busy since Sins was released, and sending additional emails knocks your ticket down to the bottom of the queue each time you do it. This is because the system sorts tickets based on least recent activity down to most recent (people waiting the longest get help first), but it does not discriminate between support doing that activity, or the user.

We thought that we had these issues fixed, but it looks like something else may be going on.

For all of you still having issues, please email your name, serial number, and info about your problem to support@stardock.com. As the subject, put exactly this: Retail Sins Registration Problem

I will instruct the support staff to look at these immediately and start resolving them.

Hi,

I have just personally seen to replies to the following:

Emlyn

FLJeepGuy

Quinburger

keet1

foonacha

The following have had replies recently from other support members:

ozz109

elsupremo – I cannot find any ticket under your account email address. Please post the ticket number so I can look up your ticket for you right away.

My utmost apologies for the trouble. Support is working as hard as we can to clear these issues for our customers. Please keep sending in any info you can and bear with us for the duration of this trouble. We hope to end any complications as quickly as possible.

I appreciate the personal reply, but here is the response I had to send back in reference to your instructions on how to manually activate.

I disable my connection and run Sins. The program never attempts activation. In addition, I tried to run the Activate.exe directly, and it does nothing, no windows open, etc. The rest of the information in the web page you gave below doesn't pertain to Sins in any way I can see.

I also tried to go through the "Ironclad Online" menu option in the game to access both my existing account "fljeepguy" and to attempt to create an account. In all cases, it simply says that I've got the wrong version of Ironclad Online.

I'm getting very frustrated here. I have a fully licensed retail copy of the game that I paid good money for. I'm unable to activate it, nor can I access the program updates, other downloads, and other things that activation is supposed to provide. Since Best Buy has a draconian return policy, I'm now stuck with the game with no recourse but to try to deal with you to get it working.

How about throwing me a bone here and giving me some information that's actually helpful.

I also went to the support site and attached pictures of the Sins box and serial number sticker.

Edit: I attached the three photos to my response at stardock.helpserve.com. The response shows the attachments, but when I click the link to the attachments, the helpserve.com site simply times out and never shows them. I'm hoping you got them successfully.

That may well be the reason you didn't get a reply. Support has been very busy since Sins was released, and sending additional emails knocks your ticket down to the bottom of the queue each time you do it. This is because the system sorts tickets based on least recent activity down to most recent (people waiting the longest get help first), but it does not discriminate between support doing that activity, or the user.

So does this mean that now that I've sent in the requested information in response to my support thread, that I'm now at the back of the line for help?

I'd like to add my name to the list of people having this issue. I've actually had a few replies from support@stardock.com, suggesting that I check my firewall settings, etc, but none of them have actually helped me register with ICO. (Incidentally, I did shut down all firewalls, even put myself on the routers DMZ. I don't, nor did I, believe it to be a router issue, but figured I'd at least rule it out.) I haven't heard back from support in several days, so I thought I'd add my name here.

FLjeepGuy, check your e-mail, your serial is now listed in your Stardock account, and you should be able to register and obtain the update.

emyln,

Check your e-mail too, you also should be all set to register now.

elsupremo,

I can not find your e-mail to support, can you resend to me directly? dmarquis@stardock.com, include the serial number you have now.