Unable to claim my purchase through your webstore

**B01000100** · 09-29-2013, 06:29 PM

I was unsure where to post this but it is a technical issue regarding my purchase of The Penumbra Collection so... I purchased the games through your own webstore and paid with PayPal. I was redirected to the invoice and it was also sent to my e-mail account. The e-mail instructed me to claim my purchase at: shelf.frictionalgames.com
I enter my e-mail address (the same e-mail I use with PayPal and thus also the e-mail address my invoice was sent too) and the order number EXACTLY as it is in the e-mail. I have tried entering it manually as well as copying and pasting it. Yet, your website returns this error: No such purchase, please try again.
I know you are an indie developer but purchasing your games really should be easier than downloading a cracked version. Also your website has been extremely slow this entire day. Maybe the two are related.
I am sorry for the negative nature of my first post on your forums, however I did not register my account for this sole reason so hopefully I will return with a more pleasant demeanor very soon Wink

**Ashtoreth** · 09-29-2013, 07:03 PM

If you login with your email and order number at http://store2.esellerate.net/Store/Support/default.aspx does it recognize the order?

**B01000100** · 09-29-2013, 07:21 PM

(09-29-2013, 07:03 PM)Ashtoreth Wrote: If you login with your email and order number at http://store2.esellerate.net/Store/Support/default.aspx does it recognize the order?

Yes.

**Ashtoreth** · 09-30-2013, 02:43 AM

The website seems to be back to normal now. What I think might have happened is that there was probably some delay in the transmission between eSellerate's server and Frictional's server (due to the website being slow/overloaded), and that could be the reason why the order isn't recognized when you attempt to login at https://shelf.frictionalgames.com/.

Try again and if the problem persists, I suggest you send an email to support@frictionalgames.com.

**B01000100** · 09-30-2013, 11:57 AM

(09-30-2013, 02:43 AM)Ashtoreth Wrote: The website seems to be back to normal now. What I think might have happened is that there was probably some delay in the transmission between eSellerate's server and Frictional's server (due to the website being slow/overloaded), and that could be the reason why the order isn't recognized when you attempt to login at https://shelf.frictionalgames.com/.

Try again and if the problem persists, I suggest you send an email to support@frictionalgames.com.

Seems like I will have to write an e-mail then... Undecided

Thank you for helping Smile

**Ashtoreth** · 09-30-2013, 12:42 PM

You're welcome. I'm sure the folks at Frictional Games will reply to you fast. Wink