Pre-order charge failed

Well, there won't be much 'playing' till next month I believe.  Heh, but yeah the email is the only way to go.

Barring email, you can try talking with Kim or Meli on IRC during business hours.

Apparently my e-mail did go through since I did get a response (hopefully future reponses will also get through).  At the worst, I'll place a pre-order tomorrow, since I assume as soon as you place the pre-order you'll have access via Impulse, correct?

(I've been waiting to check out Elemental for well over a year, only to be foiled by an old credit card #- grrrrr!)

Also, I got this in the response:

NOTICE: We are currently experiencing a delay in our normal response time due to a higher-than-normal ticket volume. This is due to the backlog of tickets created by customer support being closed on Monday for the holiday as well as some of our support staff being away at the Penny Arcade Expo for almost a week.

I assume the Monday is referring to Labor Day, but that was a week from this last Monday (someone may want to either remove or update this).

I had the same thing happen.  As you said, it's not surprising that some of us who pre-ordered in 2008 were caught out this way.  I went ahead and re-ordered using a current credit card.  I also sent a note to sales to that effect and received the same response you did. 

Stardock's always been very responsive to customer concerns, so I wouldn't be worried.  May take a little while, though.

Mine was declined as well and I know why.  I set up temporary credit card account numbers for the charge and Stardock placed a hold on the account.  Not $1, which I allowed for, but the full $50.  Then when they tried to process the payment, another $50, it was over the pre-set limit.  So why didn't they either:

1. preauthorize a reasonable amount like $1 to make sure the account was active; or,

2. clear the hold as they processed the payment.

Now I don't know what to do.  The charges are still pending so I can't purchase again for fear the old charges will go through.  This is not just for elemental I also pre-ordered Majesty 2 so I'm double stuck.

I got the "delay in normal response time" a couple of weeks ago. Then my ticket was closed with no notice. I think Stardock is slipping slightly here.

A couple of years ago I got super help from Stardock on payment problems on Gal Civ II, now I dont get anything. Their focus seem to shift to large companies with a US only policy. Elemental is the only thing still keeping me on Impulse.

At least I'm not the only one.

I've tried IRC, but need to wait until tomorrow.

At least The Office is back on tonight!

Same here. Odd thing is that i know the CC i preordered with back then is still good. Now, since i want to participate in Phase 1, i just tried to reorder, which failed too. It didn't even let me place the order at all. Emailed sales@stardock and hope this gets resolved quickly, but the autoreply implies no Beta for me this week :p

Same problem (credit card expired) , already reordered, will wait to see what happens with you guys before sending an email or anything so I don't clog up their system even more.

Most banks clear holds automatically if they are not actioned within two days.

It's five days with my bank and I placed the pre-order on Tuesday.  I'm happy to re-order now that the charges would process immediately.  My only question is will Stardock try and process the original orders again?

Oooh.  Maybe my credit card wasn't wrong, then.  That's no good if you couldn't even pre-order normally!

Same thing happened to me.

CC expired since I pre-ordered, now I have to wait for Beta. I did pre-order, so hopefully it won't take too long.

No. If an order fails, that's it for it.

Tried to order again, this time it worked flawlessly and i just finished downloading. Updated my ticket since i found no way to close it on my own. I found the old receipt and noticed that i actually DID order with another CC *facepalm*.

Sorry about that 

Yeah I thought it was real slick the way they waited until [their] quitting time to send out a message so I didn't have any time to respond in time to actually get the thing downloaded today.

My CC company is responding to my query with "since you have such a good credit rating we put a hold on your card since you didn't make a payment this month"

To which I respond "thanks for letting me know which credit card to cancel", that seemed to honestly confuse the poor person. frewkin' stupid card anyway.

by the way GRRRRRRRRRRR!

I have to apologize for the shortness of my previous post, they did process my order and send a code (yay!)

it's been a long week.

How about this one: I registered elemental like my email told me to and then it didn't show up in "My Games" section of impulse. Any thoughts on why?

Check "Show pre-release versions" in Impulse

Make sure you have show prerelease checked in the menu (formerly the orb menu).