Guild Wars 2

I’ve bought HOT in same shop where I bough game after release but now if i try to upgarde my account i’m getting message like this

The serial code given was not recognized by our system. Please try again.

anyone had same issue and now what to do?

This is happening to a ton of people.
What I believe happened is the previous serials were lost in the data merge. Thus the keys we used are no longer valid and we have been stiffed out of our money by Anet for now.

I can not say I am a happy player about this and they have not taken this publicly yet which is even more upsetting.

Same issue here – The serial code given was not recognized by our system. Please try again.

I’ve contacted both the vendor and ArenaNet but no response yet

so bassicly i’ll not play hot today? crap

I have the same problem..

My account seems to have actually downgraded itself from (pre purchased) Heart of Thorns back to normal GW2 and my serial key doesn’t work any more either.

Same problem here. My code wasn’t recognized either.

I have the same problem

I have the same issue, purchased it around 5pm cet.

Same issue here! Activated before I went to bed and when I got up to play.. Pooff, all gone!

Good news!

A support team member contacted me about this issue.

Bad news!

I am waiting on a reply back after requested additional information.

I will keep you all updated in case you haven’t had the chance to receive a ticket back yet.

I couldn’t add my serial key to HoT in game too, but when u log in ur account on web, and add there it worked for me.

edit: code was accepted, but still no HoT for my acc.

Seklies.2186:

Good news!

A support team member contacted me about this issue.

Bad news!

I am waiting on a reply back after requested additional information.

I will keep you all updated in case you haven’t had the chance to receive a ticket back yet.

Same for me. Got a responce a hour later asking for key I used and haven’t heard back since (3 hours now). Must be a strange bug .

More bad news for you guys. I spoke with a support and they decided that my code is invalid and i should talk to the retailer about a refund… which is ridiculous in my opinion. I bought it from trustworthy website so it shouldn’t be a problem from their side.

Did you all bought the game from official retail?

My code was alright until a few days ago. I got my account downgraded and suspended.
And yes, it was from the official website.

Although this is a little dated I think it still applies:

https://forum-en.gw2archive.eu/forum/support/support/Buying-HoT-through-a-3rd-Party-Careful/first

I think the first thing to do is contact the retailer you bought the key from and tell them it didn’t work. Anet is not responsible for third party retailers and most likely will not help you espicialy if they were not authorized to sell the keys in the first place. Sites like G2Play have had this issues with other games so you need to check this stuff out before you buy any game online. It’s just best to get the game from the games web site.