And how long does it take for the Support to answer after receiving a ticket ?

It's been a week now since I sent an email asking for support to register my game, and I haven't received any answer yet ...

The automated response I received stated that "Responses may take up to two business days".

5 business days already, and still counting...

I'm with Citadel on this one..

This is starting to get ridiculous. Firstly for the loss of support for those of us who have supported the game when it first came out years ago. Secondly, the grief we have to go through in order to even update the game and have access to the original DLC content we've purchased. And third, submitted tickets seemingly go unanswered.

I'm just venting here and am really not directing this towards anyone as I'm sure there are certain things here that can't be helped. But I'm sure you can appreciate the amount of frustration we are all going through.

Do keep in mind Support might be off on Thanksgiving Holiday right now. I agree its bad it requires you to email support to get this taken care of, but I'm told the vast majority of players registered their retail games before Impulse stopped accepting them, and they didn't properly warn Stardock they were going to stop taking them either. I'm sure they'll eventually get your games properly registered for you.

Thanks for the reply, Goa.

I'm sure they'll get to us eventually as well.. it's just a matter of when. Still frustrating nonetheless though..

I had all my Sins content registered the moment I got them. It's just that I now have a new PC and am trying to get them re-installed here. It probably wouldn't be so bad if I were able to re-download my stand alone DLC's so I can at least enjoy the experience offline, but the fact is, I cannot unless I update my Sins version (also, there's no option for me to download my previously purchased DLC on the Stardock site so that's another kicker).

I guess I'll just have to wait in the meantime.

If you have all your games registered then you shouldn't be having a problem. If you got them in retail and registered them they are still tied to your impulse (now Gamestop Store App) account. Just download that application and log in, and you'll be able to redownload them all.

This problem is for those who bought the game retail recently or who bought it but did not try to register the game until now.

That was actually one of the first things I've tried. To my surprise, GameStop kept asking me to register before it would allow me to update (there is of course, no register option to be found anywhere within the GameStop app for Sins). My original thought was exactly what you've said previously.. I registered my retail copy the day I bought the Entrenchment DLC because Impulse would prompt me to do so before I downloaded the DLC. So theoretically, GameStop should already have my Sins registered.

Here's my original post within another thread here on the technical forum:

"I bought my retail copy of Sins back when it first came out, and also the Entrenchment DLC as soon as that was released.

It's been years since I've played Sins. Now that I bought a new PC, I'd like to reinstall it and experience it at its fullest settings.. this is where the frustration kicks in.

I've spent hours researching and google'ing on solutions and how to's.

In short:

-When I click update via the game client, it sends me to this site. However, it seems the only supported packages are either Trinity or Rebellion. So through a little digging, I find I need to update via Impulse.

-I go to Impulse (which is basically GameStop now) and download their application. It detects my Sins but won't allow me to update as it requires me to register. Through further research, I find out I have to go to Stardocks now..

-I login using my same credentials that I had originally signed up with years ago and am able to see my purchases of both the original Sins and the Entrenchment DLC. The serial is displayed for both.. the real kicker? It says to download the GameStop app to download and update there.

-I also download the Stardock Central app.. no luck there either. It doesn't populate any of my Sins related games.

-Within the register drop down list on the Stardock site, there is no option for Sins.. so no luck with that either.

-So to sum it up, I am told to go to GameStop, GameStop tells me to go to Stardock, Stardock tells me to go to GameStop.

.. am I missing something here? This is quite frustrating.. all I want to do is get the game updated and download/install the Entrenchment DLC so I can start playing again. Sins is an amazing game.. but this process is just frustrating.

P.S. I've emailed Stardock support days ago and have not heard back from them either..

If anyone can help, I would greatly appreciate it.

Thanks!"

I've been having the same problem and I submitted my ticket almost 2 weeks ago. Hopefully Stardock can get around to figuring this out in the next few days.

Well I tried starting up the gamestop app for the first time in a while, and I guess they went through this whole update thing. I was prompted to register my computer, but the games were still registered on my account. Is this perhaps what is happening to you? I had to click "resend my password" and wait a half hour for it to finally arrive, but it did work.

Thanks Goa,

I'll give that a try.

Regardless.. I still would really like to hear back from Stardock Support as I hear they're the only ones that can help with the stand alone DLC's.

I've tried everything as well, the Gamestop app and stardock. Got nothing. I even emailed Stardock support two months ago, and finally got a response two weeks ago asking for my serial key for the game ( I have the original Sins of a Solar Empire box retail). I sent them the key for it, and never heard anything back, so I have no idea what the issue is, but either way, it is very frustrating. I even bought Entrenchment and Diplomacy digitally back when Impulse wasn't completely ruined by Gamestop, and I highly doubt I'll get those back, as they no longer show in the Gamestop app. Either way, hopefully they'll get back to those of us having these issues.

Also have this problem and have emailed support :/

It seems like many people have been getting this problem and are not being offered a solution. I was planning on buying the expansions for this game - but why would I when I can't even play the original as it is meant to be played...

I think by the time I get any help, I'll just be playing another game.

Support is currently backlogged. If you're still having trouble, please PM me and I'll see if I can help you out.

i have tryed to register though stardock but sins of a solar empire is not one of the games you can register on there website this makes not sense at all to me please help

I think you need to email [email protected] with your key. I hope it's just an interm measure while they get an automated system up.

[email protected]

Using the install file Support provided I finally have Sins updated and working. It should be noted that while trying to get the game working I bought a new version of Trinity and it installed easily enough under XP service pack 2. But the downloadable and updated version requires service pack 3 and ,net4.  Of course, this may not apply to everyone, but the solution from support does require SP3, at least it did for me.

So how is it going? I emailed the support with the same issue on December 16th, still no answer.

https://www.stardock.com/accounts/register has been updated and should be able to help you out.

Let me know if it does not.

I just tried and got an error: 'The serial entered is not valid.'

Maybe because I bought the German Version of Sins by Green Pepper/Kalypso Media?

Indeed. You need to copy Kalypso

So I got an answer:

Sehr geehrter  Kunde,

Es tut uns leid Sie wieder an den Stardock Support zuverweisen, allerdings haben wir keine Einsicht in das Keysystem noch Erfahrung in der verwendeten Oberfläche.

Bitte bedenken Sie das wir heute das Büro über die Weihnachtsfeiertage und Neujahr schließen und erst wieder zum 7.01 für Sie da sein können.

Mit freundlichen Grüßen,

--
Kalypso Media
Support Service

Basically they redirect the issue to stardock support, since they neither have an insight into the CDKey-system, nor any experience with the used interface... and they also close for holidays

any suggestions?

My problem is that I just re installed trinity after a couple of years. Made a new stardock account, but when i try to register my game by typing the serial number on the inside of my trinity gamecover it says the code is already in use by another account (problem is I cannot for the life of it remember my old account details). Anyway around this? ( I want to update my game but seems this is not possible without registering it first).

NWM solved the problem.

I have the original game without any of the expansions and exact same problem. GameStop App can't register game so no updates.

Can someone please help me??

Hit the redeem code button, put in your game key, it will tell you to go to my games and download it. If you have it installed already, click the refresh button and then click update. It too a friend and i two hours to figure this out...