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I can't view CDKEY of my purchased games.

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By David Dale, 23-Jan-2013 08:11 America/Los_Angeles Permalink Report abuse

In reply to Graxci

23-Jan-2013 08:00 America/Los_Angeles

Hi David, did you get your keys? any solution to your problem?

No not in the slightest although I am expecting another email from Casey today telling me how they are still "working on" this problem. When someone tells you the same thing for over a week and does not provide direct contact details so all further communication from myself is met by generic responses from different members of staff, even though they keep insisting that "if there's anything we can do don't hesitate to contact" it starts to become smoke and mirrors.

If they can't fix a problem which they clearly can't (or can't be bothered) as no problem takes 5 months to fix then you have to offer another solution to your customers, they have failed miserably on both counts. The only power we have as customers is to remain vocal about this issue and maybe look to involving some outside body to investigate Amazon.

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By Lin Hong Jun, 27-Jan-2013 00:28 America/Los_Angeles Permalink Report abuse

Now all keys cannot be displayed due to sales of Microsoft 5-Game Arcade Pack and AOE3

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By Lin Hong Jun, 27-Jan-2013 00:33 America/Los_Angeles Permalink Report abuse

When Amazon could take this problem into consideration seriously? I wonder what cause this problem, webpage design or database?

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By Melody Long, 27-Jan-2013 04:04 America/Los_Angeles Permalink Report abuse

I am having the same problem . This is really frustrating. I cant view any of my keys nor can unlock new keys that I purchased. It was working well earlier.
This is most probably a technical glitch. Once you cross around a 100 keys in your account , the keys are being unable to load. And 100 keys is actually quite low even though it seems a huge number. As THQ mega pack itself contains 20+ keys so 5-6 bundles gets you over 100+ keys in your account.

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By Grzegorz Kalinowski, 27-Jan-2013 05:40 America/Los_Angeles Permalink Report abuse

Same problem.

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By K. Paira, 27-Jan-2013 08:35 America/Los_Angeles Permalink Report abuse

I have the same problem. Around 40 bundles and maybe about 300 to 500 games and now i can't view the keys. There is no "View Product Key" button.

Initially it would appear after page refreshes but now it has totally disappeared.

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By David Dale, 27-Jan-2013 08:48 America/Los_Angeles Permalink Report abuse

Finally got my codes although very disturbed by the message I received from Casey;

"Great news. We were able to come up with your list of codes for you.

Please remember that we are aware of you reselling these codes so this will be the one and only time that we are able to go in and manually retrieve your content for you.

If we can be of any further assistance to you at all, please don't hesitate to let us know.

Thank you so much for your business and I hope I've helped."

The only reason they had to email me the codes in the first place is because they haven't fixed the error that was reported 5 months ago.
Secondly he made assumptions that I was reselling the codes based on the amount purchased which isn't the case nor has it any relevance.

Why should it be the only time they retrieve the codes what if I want to purchase more as all my promo codes are tied to this account I don't want to have to open a new account and I shouldn't be forced to because of their ineptitude.

I waited before posting this because I was giving him the chance to apologise personally for the accusation but he basically ignored that part of the email where I explained what I was using the codes for not that I should have to explain myself !

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By DeAnne S.- Forum Moderatoramazon, 27-Jan-2013 13:51 America/Los_Angeles Permalink Report abuse

That's not the customer service experience we want you to have with us, David. I'm so sorry for any frustration this e-mail may have caused.

I've gone ahead and forwarded your comments on to our Customer Experience team to look into the e-mail you received. I won't be able to post back with the outcome of what we find, but I can assure you that this matter will be investigated.

Thank you for bringing this to our attention.

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By David Dale, 27-Jan-2013 15:44 America/Los_Angeles Permalink Report abuse

In reply to DeAnne S.- Forum Moderator

27-Jan-2013 13:51 America/Los_Angeles

That's not the customer service experience we want you to have with us, David. I'm so sorry for any frustration this e-mail may have caused.

I've gone ahead and forwarded your comments on to our Customer Experience team to look into the e-mail you received. I won't be able to post back with the outcome of what we find, but I can assure you that this matter will be investigated.

Thank you for bringing this to our attention.

Thanks will someone email me with the outcome and can an Amazon official please tell me where I stand with future purchases as currently I don't know if I will be able to receive anything more that I purchase. Its not like I have done anything wrong to cause this problem unless spending lots of money with Amazon is a bad thing?

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By DeAnne S.- Forum Moderatoramazon, 27-Jan-2013 16:05 America/Los_Angeles Permalink Report abuse

I'm reaching out to our Technical team about your question, David. Once I have an answer, I'll have a specialist reach out to you directly.

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By Lin Hong Jun, 27-Jan-2013 18:01 America/Los_Angeles Permalink Report abuse

David, you can register another account to continue buy digital games from Amazon. I have registered many accounts to avoid this problem.
You can trust Amazon, but you can't trust Amazon's database. Do not purchase many at a time.
And by now, 2 or 3 accounts of mine have this problem.

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By Ketoulhou S. Paira, 28-Jan-2013 00:39 America/Los_Angeles Permalink Report abuse

In reply to Lin Hong Jun

27-Jan-2013 18:01 America/Los_Angeles

David, you can register another account to continue buy digital games from Amazon. I have registered many accounts to avoid this problem.
You can trust Amazon, but you can't trust Amazon's database. Do not purchase many at a time.
And by now, 2 or 3 accounts of mine have this problem.

That's right Lin Hong Jun. I did the same thing. But i lost many EC coupons (100+) this January in my first account since i could not view keys there and buying new games from the account was risky which is a really bad buying experience. And i still don't have the keys for around 300 games.

Also Amazon puts new accounts on hold really quick and you have to wait hours to get the first few games from a new account. And using the same credit card on many accounts leads to Amazon asking for a fax with your credit card statements, address etc. Amazon really needs to find a solution for this quickly. Sooner or later, they will be flooded with these complaints suddenly as people get more games to their Amazon account.

Steam has no problems with you buying 1000s of games. I have had 1000+ games in my Steam Inventory and did not face a single issue. Amazon really needs to find a solution for this quickly. Sooner or later, they will be flooded with these complaints as people get more games to their Library and it will then become a huge problem to handle.

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By Jonathan, 28-Jan-2013 01:15 America/Los_Angeles Permalink Report abuse

In reply to Ketoulhou S. Paira

28-Jan-2013 00:39 America/Los_Angeles

That's right Lin Hong Jun. I did the same thing. But i lost many EC coupons (100+) this January in my first account since i could not view keys there and buying new games from the account was risky which is a really bad buying experience. And i still don't have the keys for around 300 games.

Also Amazon puts new accounts on hold really quick and you have to wait hours to get the first few games from a new account. And using the same credit card on many accounts leads to Amazon asking for a fax with your credit card statements, address etc. Amazon really needs to find a solution for this quickly. Sooner or later, they will be flooded with these complaints suddenly as people get more games to their Amazon account.

Steam has no problems with you buying 1000s of games. I have had 1000+ games in my Steam Inventory and did not face a single issue. Amazon really needs to find a solution for this quickly. Sooner or later, they will be flooded with these complaints as people get more games to their Library and it will then become a huge problem to handle.

Steam and Amazon's digital games library work in fundamentally different ways.

Steam is completely vertically integrated - that is, if your goal is to play a video game on your PC, Steam has you covered from start to finish. You never need to leave the Steam environment to find, buy, download, install, or play your game. Everything is stored in your Steam account, so you don't need those download keys ever again. Heck, most games I've bought off Steam didn't even require the CD Key Steam gives me during installation.

Amazon handles things differently. When you buy a game on Amazon, you may get a digital download from Amazon. This is almost identical to Steam in the finding, buying, and downloading, but you have to leave the Amazon environment to install and play the game. Just as often, though, when I buy a game fom Amazon it just gives me a Steam key.

Don't get me wrong, I'm not saying Amazon shouldn't be giving us CD keys we've purchased, no matter how long ago or in what quantity, but trying to compare Amazon to Steam is like trying to compare Wal-mart to GameStop: both are stores and both sell games, but one is hyper-specialized to do one thing and thus does that one thing better (though I would like to see Amazon start paying more attention to its digital games).

As for sales, when it comes to digital downloads, Steam sales tend to wipe the floor with Amazon's sales (for example, that Square Enix bundle that had 20 games and add-ons for less than two of them cost on Amazon), though they tend to come and go pretty fast, so you have to keep an eye on them.

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By Ketoulhou S. Paira, 28-Jan-2013 01:28 America/Los_Angeles Permalink Report abuse

In reply to Jonathan

28-Jan-2013 01:15 America/Los_Angeles

Steam and Amazon's digital games library work in fundamentally different ways.

Steam is completely vertically integrated - that is, if your goal is to play a video game on your PC, Steam has you covered from start to finish. You never need to leave the Steam environment to find, buy, download, install, or play your game. Everything is stored in your Steam account, so you don't need those download keys ever again. Heck, most games I've bought off Steam didn't even require the CD Key Steam gives me during installation.

Amazon handles things differently. When you buy a game on Amazon, you may get a digital download from Amazon. This is almost identical to Steam in the finding, buying, and downloading, but you have to leave the Amazon environment to install and play the game. Just as often, though, when I buy a game fom Amazon it just gives me a Steam key.

Don't get me wrong, I'm not saying Amazon shouldn't be giving us CD keys we've purchased, no matter how long ago or in what quantity, but trying to compare Amazon to Steam is like trying to compare Wal-mart to GameStop: both are stores and both sell games, but one is hyper-specialized to do one thing and thus does that one thing better (though I would like to see Amazon start paying more attention to its digital games).

As for sales, when it comes to digital downloads, Steam sales tend to wipe the floor with Amazon's sales (for example, that Square Enix bundle that had 20 games and add-ons for less than two of them cost on Amazon), though they tend to come and go pretty fast, so you have to keep an eye on them.

But when keys cannot be viewed, the whole point of selling games is lost. It would be better not to sell multiple copies of games than to cause problems for the customer.

The good thing with Amazon bundle sales is that you get separate keys for the games and can use/gift them separately.
Another bug in Amazon is that it lets you buy multiple copies of games that can be downloaded and used only in one Amazon account and does not give any warning when purchasing such games.

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By Lin Hong Jun, 28-Jan-2013 02:30 America/Los_Angeles Permalink Report abuse

This is problem of database or web design. So do not mention other topics.

More, Amazon can put keys into each order details rather than in one page with no page split. At this point, Amazon doesn't consider about customer experience.

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By NiteOOwl, 28-Jan-2013 02:37 America/Los_Angeles Permalink Report abuse

In reply to Lin Hong Jun

28-Jan-2013 02:30 America/Los_Angeles

This is problem of database or web design. So do not mention other topics.

More, Amazon can put keys into each order details rather than in one page with no page split. At this point, Amazon doesn't consider about customer experience.

I am totally confused. Do some of you have businesses buying and selling these games and codes?

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By Lin Hong Jun, 28-Jan-2013 02:40 America/Los_Angeles Permalink Report abuse

In reply to NiteOOwl

28-Jan-2013 02:37 America/Los_Angeles

I am totally confused. Do some of you have businesses buying and selling these games and codes?

This is not the point. Someone would have this problem sooner or later.
For example, Darksiders pack has 15 cdkeys. Some day before, Tony want to sell 1C pack which has more than 50 cdkeys, but he gave up.
Since Amazon sell digital games as cheaper price than others, more people would like to buy games here.

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By NiteOOwl, 28-Jan-2013 02:58 America/Los_Angeles Permalink Report abuse

In reply to Lin Hong Jun

28-Jan-2013 02:40 America/Los_Angeles

This is not the point. Someone would have this problem sooner or later.
For example, Darksiders pack has 15 cdkeys. Some day before, Tony want to sell 1C pack which has more than 50 cdkeys, but he gave up.
Since Amazon sell digital games as cheaper price than others, more people would like to buy games here.

OK. I was wondering if there was anything I could add to the discussion, but I don't think so.

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By Jonathan, 28-Jan-2013 09:17 America/Los_Angeles Permalink Report abuse

In reply to NiteOOwl

28-Jan-2013 02:58 America/Los_Angeles

OK. I was wondering if there was anything I could add to the discussion, but I don't think so.

Well, there's a few issues going on here, and they've all been lumped into a single thread.

1) The OP, Lin Hong Jun (located in China), couldn't view keys for digital download games he purchased.
...First off, Amazon's terms expressly say digital downloads are not available outside the US, so I'm surprised he was able to buy them at all.
...Secondly, he decided to "solve" this problem by creating a new account every time his keys disappear, which in the long run will probably cause more problems than it solves.

2) Several other, apparently U.S.-based, users are having problems viewing the keys
...A common thread seems to be that it's more likely to happen as you purchase more games.
...In a weird turn of events, just to check I went back to my games & software library, and all my codes are present except the first. Codes I have bought after that, even after this issue was reported, still show up. That being said, the download in question was a game that Amazon previously offered in-house that is now offered through Steam, so I'm wondering if that has something to do with it. I can access the DRM-free download still, so I'll give it a go and see if it even requires a key. If it does, I'll go the customer service route and see what happens.

3) K. Paira says there's no more "View Product Key" button.
...This is true. You no longer need to hit a button to view the key. It's displayed in the listing in the Games & Software Library, like this:

"Sony Playstation Network Card - $20 [Online Game Code]
Platform: PlayStation 3
Quantity purchased: 1
Activation Key: XXXX-XXXX-XXXX"

This is true for Xbox 360, PlayStation 3, and PC digital downloads and both credits and games for me.

4) Ketoulhou S. Paira, whom I'm guessing is a second account of K. Paira, says that there's a "bug" in Amazon that lets users buy multiple copies of games.
...Somewhat true; I would not call it a "bug." First off, when I go to the product page of a digital download I've bought, I get the usual yellow-bar warning at the top stating something to the effect of "Instant Order Update for Jonathan. You purchased this item on January 25, 2012. View this order." Also, there are completely legitimate reasons one person may buy multiple copies of a game (buying two copies of a game so Son can have a copy on his desktop and Dad can have one on his laptop, for example).

That all being said, it looks like the only real issue we have here is that there are some people who should be able to buy digital game and software downloads (i.e. are based in and accessing Amazon from the U.S.) are having their product keys disappear in their Games & Software Library. The other posters are right: this part should not be happening, and having to request e-mail codes is a hassle.

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By David Dale, 28-Jan-2013 09:21 America/Los_Angeles Permalink Report abuse

In reply to Lin Hong Jun

27-Jan-2013 18:01 America/Los_Angeles

David, you can register another account to continue buy digital games from Amazon. I have registered many accounts to avoid this problem.
You can trust Amazon, but you can't trust Amazon's database. Do not purchase many at a time.
And by now, 2 or 3 accounts of mine have this problem.

I have had my Amazon account since 2007 when I made my first purchase, out of any other retailer online I probably spend the most at Amazon, all my credit card / debit cards are registered already to this one account all promo codes and gift balance is tied to this one account. My order history since 2007 and wishlists are all stored on this one account, it is not feasible nor should you be forced to create a new account. So to be told were only going to send your keys once even though the problem is not of your own making is not acceptable under any level, if you don't want to waste your time sending out keys to customers then fix the problem!!

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By Jonathan, 28-Jan-2013 09:34 America/Los_Angeles Permalink Report abuse

In reply to David Dale

28-Jan-2013 09:21 America/Los_Angeles

I have had my Amazon account since 2007 when I made my first purchase, out of any other retailer online I probably spend the most at Amazon, all my credit card / debit cards are registered already to this one account all promo codes and gift balance is tied to this one account. My order history since 2007 and wishlists are all stored on this one account, it is not feasible nor should you be forced to create a new account. So to be told were only going to send your keys once even though the problem is not of your own making is not acceptable under any level, if you don't want to waste your time sending out keys to customers then fix the problem!!

David, I agree. Having more than one account almost always causes trouble (such as non-transferable credits on one account you want to use with the other, like you pointed out). And they wouldn't have to send the keys in the first place if they were accessible from the Games & Software Library.

Just out of curiosity, were you selling/gifting any of these codes or installing the associated software on more than one PC? I ask because the only product whose key I don't see ( http://www.amazon.com/Sid-Meiers-Civilization-IV-Complete/dp/B00475AYUA/ ) is one I've installed on four separate PCs as I've upgraded over the years. I'm wondering if there's a flag on either how many times the key is used or on one account's keys appearing on many IP addresses (for that matter, even rejiggering your home network could switch the IP).

Also, were these Steam keys or Amazon keys (or both) that went missing?

Like I said, I'm re-downloading/reinstalling Civ now to see if I even need the key. I'll post an update once I have more info.

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By Jonathan, 28-Jan-2013 10:16 America/Los_Angeles Permalink Report abuse

My copy of Civ, the only one missing its original key, installs and runs just fine. Maybe since Amazon recognized this PC as an "authorized device" on my account it worked, but at no point did it even ask me for the key.

So, for those of you out there who haven't tried yet, if it's a game you've already downloaded from Amazon previously, you might not even need the key anymore. If you still need your keys, though, unfortunately the best advice I have for you is to contact customer service.

I would also encourage everyone to send suggestions about this directly to Amazon via https://www.amazon.com/gp/help/contact-us/features-and-services.html

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By David Dale, 28-Jan-2013 10:41 America/Los_Angeles Permalink Report abuse

In reply to Jonathan

28-Jan-2013 09:34 America/Los_Angeles

David, I agree. Having more than one account almost always causes trouble (such as non-transferable credits on one account you want to use with the other, like you pointed out). And they wouldn't have to send the keys in the first place if they were accessible from the Games & Software Library.

Just out of curiosity, were you selling/gifting any of these codes or installing the associated software on more than one PC? I ask because the only product whose key I don't see ( http://www.amazon.com/Sid-Meiers-Civilization-IV-Complete/dp/B00475AYUA/ ) is one I've installed on four separate PCs as I've upgraded over the years. I'm wondering if there's a flag on either how many times the key is used or on one account's keys appearing on many IP addresses (for that matter, even rejiggering your home network could switch the IP).

Also, were these Steam keys or Amazon keys (or both) that went missing?

Like I said, I'm re-downloading/reinstalling Civ now to see if I even need the key. I'll post an update once I have more info.

Most of the keys I purchased were given out to different people but not the same key to more then one person as this isn't possible anyway as the key can only be used once. Its all keys on your account that do not appear no matter what format they are and regardless if you've clicked the button to reveal the code previously or not.

Clearly this issue is only effecting people that have purchase alot of downloads I don't necessarily think it has to be multiple copies of the same product either, so currently its only effecting a small amount of people however with time more customers will experience the same issue as clearly is the case from how many people are posting on this thread now from when it was first started.
Lin has already pointed out that alot of the bundle packs also contain alot of seperate keys which will means people will reach the "error limit" alot quicker.

Without telling people how to do their job (even though someone needs to!) solutions to this problem would be;

1. Remove the need to reveal the key so the page script is only loading text.
2. Email all activation codes with the order receipt so at least the customer will have a copy somewhere.
3. Introduce pages into the games and software library so the script is not forced to load all on one page.

Personally from my communication from the team dealing with this issue and the copies I have posted here of their email transcripts I believe they have no intention of fixing the error. I say this because the problem is relatively easy to rectify or have another solution in place for customers yet they have failed to do this after 5 months and counting, only after constant hounding was I able to get them to email me the keys. Secondly the way I have been spoken to because the amount I purchased means I "must" be reselling the keys in their eyes so this is their solution to stop people from purchasing too much.

However this is not the way to go about it if you do not want people to buy multiple copies impose a purchase limit do not punish them after the fact again personally I was under the impression Amazon was a retailer surely a customer that purchases more is a customer you want to keep not annoy or frustrate whatever the reason for buying more is, what difference does it make anyway Amazon is making more money at the end of the day why impose limits, why infuriate the customer to what purpose?, its all seems very counter-intuitive.

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By Ian V. - Forum Moderatoramazon, 28-Jan-2013 10:50 America/Los_Angeles Permalink Report abuse

Hi David, I'm really sorry that this issue is still happening for you. We've confirmed that the issue can be caused by purchasing large quantities of the same item. I can assure you that our Development team is still working on the issue, and we'll be in touch as soon as we have more information. I definitely apologize that this has been so frustrating, and it's definitely no the kind of experience we want you to have.

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By David Dale, 28-Jan-2013 11:27 America/Los_Angeles Permalink Report abuse

In reply to Ian V. - Forum Moderator

28-Jan-2013 10:50 America/Los_Angeles

Hi David, I'm really sorry that this issue is still happening for you. We've confirmed that the issue can be caused by purchasing large quantities of the same item. I can assure you that our Development team is still working on the issue, and we'll be in touch as soon as we have more information. I definitely apologize that this has been so frustrating, and it's definitely no the kind of experience we want you to have.

To be honest although I appreciate the sentiment even though its not your fault its gone past the point of apologies someone from the team needs to tell us all what exactly they are doing to fix the problem and give us a timescale of when it will be resolved because all we have ever received is the same script of "apologies and its still being worked on".

If this issue had effected a larger customer base then you would have already had an uprising on your hands but the longer they keep spieling out the same info the more customers you will loose. I have already started looking at other retailers that can supply my needs.

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