Missing, Swapping and Refunding Keys

ROCKFISH_MichaelROCKFISH_Michael Posts: 373Administrator
Hi all,

we are working really hard on making sure everyone got their key. Here is how all of you can help to speed up
the process:
  1. Backers with Alpha or Beta access don't get a new key to play the latest version. Just update Everspace in your Steam client.
  2. The majority of tickets are related to the issue that our mass email ended up in spam, promotion or even trash folders. Please check all such folders before you reach out to us.
  3. In case you are still missing your key, please send an email to support[at]rockfishgames[dot]com with your order# or backer# and make sure you are using the same email address that you used for your purchase or your pledge so we can find your record quickly in our database.
  4. We will keep monitoring the forums, our user inboxes, both facebook and twitter account, Kickstarter comments and direct messages. However, getting support tickets about the same issue through multiple channels makes it super hard to trace every single issue and slows down the process for all parties involved.
  5. If you want to swap your Steam key to a GOG key, please send an email to support[at]rockfishgames[dot]com with your backer# or order' and "GOG" in the subject line.
  6. We CANNOT SWAP any GOG key purchased through our shop. Of course, any purchase can still be refunded within 14 days. Note that you would lose the pre-order discount as well as the extra goodies.
  7. WE CANNOT REFUND any purchase on GOG or Steam.
  8. The deadline to request a token for X1 was set to September 23, 11:59 pm PST as this was also the date of the release on X1. We even extended the deadline for 48 hours but we had to end the courtesy offer, eventually. Please understand that we got just a limited amount of tokens and couldn't even serve all media requests. To avoid confusion: THIS OFFER WAS ONLY AVAILABLE FOR KICKSTARTER BACKERS THANKS TO THE COURTESY OF MICROSOFT ALTHOUGH THE CONSOLE STRETCH GOAL WAS NOT UNLOCKED IN OUR KICKSTARTER.
Sorry about the trouble. Thanks for your help and your understanding!

Cheers,
Michael

Comments

  • CannedApeCannedApe Posts: 1Kickstarter Backer ES1, Space Cat
    I had some trouble finding my Kickstarter backer no., but it is availble on the Kickstarter overview of backed projects:

    https://www.kickstarter.com/profile/backings

    When you click on one project a detail view will open and your backer no. will be shown at the bottom of that dialog. I hope this helps some of you :)
  • IcinixIcinix Posts: 2Kickstarter Backer ES1, Space Cat
    Thanks for this. If we already have an outstanding query through mentioned channels, do you have a rough estimate on how long to hold off before following up?
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