Are you saying you never received a serial number?  Did you buy it from us, or is it a retail copy?  Rather than insulting us, please be more specific about your situation, and maybe we'll be able to help you.

I'm an idiot, I tried the merger thing but failed to realise I needed access to my old E-mail address which I don't cause it was stolen a long while ago.

Now what do I do?

I would like to get my Sins updated.

As far as I can tell, you've actually gotten a couple of responses from us (support) so far, so I'm not sure what you're referring to there.  Generally, if you happen to purcahse the game that has one of the serials, all we need is a few photos/scans as proof that it didn't come from a magazine, and you'll be all set.  In a perfect world, this wouldn't be necessary, but sadly the world is not perfect.

I'm not sure what you mean by 'glossed over', either.  The number of people that were actually affected by this was relatively small, and there's nothing we can do beyond handling them on a case-by-case basis.

My ticket has been closed after sending the requested images, apparently you had not had a response from my within two days (strange as the time between your support emails is ALOT longer than 48 hours...).

This same issue has happened to numerous people who have posted on the boards.

I've now no option but to contact trading standards over the matter.

edit: I've been requested for a rough scale of the issue so all those who are having the same problem, please do send a PM over to me so I can get a rough idea of the number of people with the same issue of a new copy of the game being "invalid" and the lack of support from SD.

Hello stardock forum Moderators,

Impulse wont reconize my Sins of a Solar Empire serial number.

I get an error saying: Product Registration Failed: The email address or serial number you have entered is invalid. Check to make sure that you have entered the correct information (ref:204)

I know you've heard this before. I've read the posts with the same problem. I've sent an email to stardock support. But i failed to mention that i bought SoSE in store not on impulse. Then I dont know what i was thinking but i downloaded the expansion bundle from impulse thinking i could play the expansion. Well i quickly found out i still need to register Sins first. Now the SoSE i have is the first version. Yes v1.00. Also i think i bought it before impulse started because i didn't get any sort of "Do you want impulse?" or "Download impulse to play." Messages.

So my big question is should i just wait. Apparently your support is a little buggy in the ticket area.

Thanks,
Eden

Might I inquire what the situation and fix was?  I'm always trying to find better ways to get people up and running on their own.

That depends, what exactly is your problem?  If you can't register your serial number through Impulse, please send an email to support@stardock.com with the serial number, and ANY email addresses you may have used at any time in the past.  I can't tell you how many times we've had people swear up and down that they used email address X, when they used Y instead.

Getting on for nine days now since I sent support my last email and still no reply. Dare I send another just to be bumped to the back of the queue? 

Impulse isn't recognizing the serial number for Galactic Civ II: Twighlight of Arnor that I just purchased over the weekend.

The "Download + CD" package for $29.95 ($19.95 + $10.00 Shipping and Handling).

I sent an email via support@stardock.com over 48 hours ago with the details of this problem and still haven't received a reply (just automated replies).

The error I'm getting is "Error: The serial number you have entered is not recognized by Impulse. Only serial numbers provided by Stardock will be accepted."

As this issue seems to be common lately, any idea how long it will take before I can download the game.

I had wanted to download it last Saturday (my day off) and get to gaming before the CD arrived (which I use as a backup incase a mod causes me to have to reinstall the game).

I don't mind paying for the product and waiting the 48 hours due to a problem that clearly a lot of other people are also having, but I'd like the product I purchased within the first week of buying it.

If there's any info I can give here that might help with this issue, please let me know and I'll post it.

Oh and I also got a promo email from impulse offering me Sins Trinity for £0.08 more that I paid for Sins by itself - Yay!!

Plus I paid about the same amount again for the download of entrenchment that I can't use so I've effectively paid double the current price of Sins trinity just to have a copy of original Sins which I can't even update.

I'd have invested in some lubricant if I'd realised Stardock were going to bend me over so much

Sorted. Finally!

Only took 6 weeks

Same here... bought this morning.. and got this ref 204 error through impulse..

Do we still email support with our mail address and serials to get resolved?

Same here,

funnily enough, SoaSE is registered at Stardock store, but Impulse won't take the number. I created a ticket, but response times should be faster with these kind of problems. They are annoying to customers. I can not update my product.

I bought a brand new boxed version btw.  

Regards,

van de Wusel